Visibility issues: Fragmented data, inconsistencies and the need to manually track or consolidate data (usually leading to errors) makes it difficult to prioritize workload, understand current business status or make decisions. This affects both staff trying to process work efficiently and senior management trying to make both tactical and strategic business decisions. Work-arounds: All of the above often lead to work-arounds. The result of creative and resourceful staff that needs to get work done, work-arounds often start as stop-gap measures but often become standard operating procedure. Not because they are the correct way to process work but simply because it’s necessary in an environment suffering from friction. PS ADVISORY: Closing the Friction Gap 3