David,

This is a great point!  I've always advocated managing the process in the trainings I've designed.  If people feel invested in the process, they're more likely to own the results.  If people experience theselves as contributors to the process, they tend to be more expressive and proactive about their point of view.  Conversely, when people feel alienated from the process, or resigned about their ability to contribute, they are rarely happy with the results.

Thanks, Erek Ostrowski 

Fantastic advice!  Sometimes we can fool ourselves into thinking that great policy is synonymous with a deliberate culture or that documented processes lead to good results. My experience echoes that above: good people doing good things leads to good results. If the results are measured and celebrated, the culture adjusts to reinforce the behaviors that lead to the good results. Sometimes by the time you have processes and policies documented, the business environment has changed and the good people on your staff have made the necessary adjustments. Then, the documentation, coordination, and training begins again. The official action of policies and processes follows the intention and the engagement. Not the other way around.

Yes, very simple and wise...