Developing people does not always move the work.
Training can strengthen a capability. But if the delivery path rewards waiting, hides responsibility or overloads the same decision makers, new behaviour is working against the system.
Examine both layers
Ask two questions: what action do people need to take differently, and what condition in the work makes that action difficult?
Avoid the false choice
This is not a choice between behaviour and process. The starting point is the combination affecting one defined challenge.
Bring one real business challenge.
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