When problems arise within a business – unhappy customers, operations goals not being met, poor Google reviews, etc. – people are usually considered to be at fault. Typically, 85 % of organizational problems can be attributed to process, structure and control mechanisms – with the majority of that being process related. When one maps out the processes that are connected to the problems, the opportunities for process improvement become clear. Blaming people before examining the process can lead to employee defensiveness, poor morale and high employee turnover.