> Customers care about the outcome, not the internal process Additionally, the business cares about the outcome, not the internal process. Ostensibly, the bus

> Customers care about the outcome, not the internal process Additionally, the business cares about the outcome, not the internal process. Ostensibly, the business should care about process but it actually doesn't matter as long as the product is just good enough to obtain/retain customers, and the people spending the money (managers) aren't incentivized to make costs any lower than previously promised (status quo).