“Why are we doing it this way when the most logical way would be to… “. This could be a typical comment from frontline staff in a lot of different organisations.

Change in processes should be made by engaging frontline staff. Only then will the kings of analysis and number crunching arrive at truly valuable changes in business processes.  Here is a powerful excerpt from a great article on just that subject:

If process management means cumbersome bureaucracy devised by distant experts, disaster awaits. But organizations that get their central nerds to engage consistently with the people who do the work, can make process problems come to the surface quickly and tackle them head on. Even better, empower workers at all levels to participate in process design and experimentation — to connect with their inner nerd. Process thinking becomes a part of everyone’s job.

Check out the full article.