In the context of work organization and resource management, we may encounter the term „process paralysis.” This phenomenon occurs when a group of people, or even an entire company, becomes so focused on following established procedures that it begins to operate inefficiently and slowly. Naturally, this has a negative impact on the performance of the entire team. Unfortunately, this situation arises quite often in teams responsible for customer service. Why does this happen, why is process paralysis particularly harmful in these teams, and how can it be overcome?
