When a customer walks into a particular store, they have expectations, from the layout, the level of service, the merchandise on the shelves, and the overall feeling. A small retail boutique will have precious items creatively displayed and a personal greeting from the proprietor, who will provide personalized attention. A large department store will have wide aisles, neat racks of organized clothing in your size, and room to shop and browse.

None of this can happen without structure and predictability. When the main goal is to move products and services quickly and in high volume, these processes set the store up for success. There are clear expectations of every member of the team.