A second source of poor process performance is the natural deterioration to which all processes
are subject in the course of their evolution. For example, at one railroad company, the company telephone
directory revealed that there were more employees with the title “rework clerk” than with the
title “clerk.” Each of the rework clerks had been put in place to guard against the recurrence of some
serious problem that arose. Over time, the imbalance in titles was the outward evidence of processes
which had established rework as the organization’s norm