At its heart, reengineering is based on the century-old theory of Frederick Winslow Taylor, that variation is waste. His followers sought to root out variation by routinizing, and if possible automating, core business processes. This approach makes sense when applied to clerical, easily measured work, like insurance claims processing and call-center operations. But this process-oriented approach breaks down in cases where individuals must make decisions based on their own information, judgment, and experience. The inevitable variations lead to tensions that cannot be resolved by re-engineering.
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