When Should a Process Be Art, Not Science?

Excellent article. In organisations:
- some processes should be tightly controlled a precise 'science': the same every time
- other processes, like customer service, are 'art': always unique
- it's important not to mingle the two. Different metrics etc.

E.g. A Steinway piano voicer needs parts that are exactly the same (science), but use their skill autonomously to made unique pianos (art)

'When Should a Process Be Art, Not Science?', Hall & Johnson, HBR, Mar 09