Masson on decision making

This guy's blog keeps getting more and more interesting to me. Today he's taken on decision-making processes in IT. Quote:

I have often come into an organization where there is no clear understanding of their current business practices, policies, services, etc; that is, the business unit cannot “identify” their business processes. Many organizations actually choose to implement a technology with the hope that the new application/system will either provide uniformity in, or even create missing, business processes! This is completely backward!!!