This talks about knowledge workers, what they look like, what the qualities of knowledge work are, some background in where mass production and scientific management came from, and then ultimately what technology that will support knowledge work will need to look like.

2. Knowledge Workers Why do they need special treatment?

3. What does a knowledge worker look like?

4. Maybe…

5. (Few expect a Knowledge Workers to look like this) People who “figure out” what they need to do.

6. People who weigh many factors and determine courses of action

7. People whose actions are based on many sources of information.

8. People who gather clues follow up, and discover things.

9. People who set the rules or think outside the box

10. People who face uncertain situations and courses that are not fixed.

21. Mass Production Routine Work Knowledge Work Just-in-Time Kanban Predictable Unpredictable Office Work Manufacturing

24. System to system Processes Routine Human Processes Knowledge Worker Processes Value $ $$ $$$ More Predictable Less Predictable Routine Work Knowledge Work 2010  2020+ 1990  2000+ 2000  2010+ Business Process Spectrum Easier to Implement Harder to Implement

30. Modeling Created ahead of time by specialist crafted to automatically respond to many situations. Created when needed, by the person doing the work. Manually adjusted for changing situations. For Routine Work For Knowledge Work

33. Mastering the Unpredictable The new book on how Adaptive Case Management will revolutionize the way that knowledge workers get things done. http://www.MasteringTheUnpredictable.com This was an excerpt from the book: