Process

 

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"The most important, and indeed the truly unique, contribution of management in the 20th century was the fifty-fold increase in the productivity of the MANUAL WORKER in manufacturing. The most important contribution management needs to make in the 21st century is similarly to increase the productivity of KNOWLEDGE WORK and the KNOWLEDGE WORKER." Peter F. Drucker

 

 At Coherence Group, we believe that knowledge, presented at the point of need, and in the context of the work being performed, makes knowledge workers more productive.  In addition these tools need constant refreshing by users as they increase their knowledge.  Increasingly we are incorporating Web 2.0 applications to promote transfer of knowledge.

Knowledge workers create value via business process, which, when executed in a logical sequence, accomplish a valuable business result.  Today, knoweldge work is done on a computers.  Computerized applications, workflows, and processes have contributed to the increasing productivity of knowledge workers. 

However, we need to think harder about how knowledge workers can continue to increase productivity.  Business processes need to be enabled with knowledge, learning and method.  Methods are the worksteps that a worker must execute to add value.  Typically a knowledge work applies their judgement to make a decision.  These worksteps can be described, the decision rules outlined and then delivered via computers to enable more productive work.

When a work process is executed, a worker may need training to do the task efficiently.  Learning can also be delivered via computer to the worker at the point of need.  Classroom training may be needed to learn some skills but task performance can be aided by electronic modules.

Knoweldge from previous work experience in the form of templates, best practices, job aids, or models can also be delivered to a worker to improve their productivity.

When business well understood business processes are enabled by knowledge, learning and methods, productivity increases beyond expectations.