John Hagel III

Our informal survey of where employees are spending their time in major departments across large companies suggests that 60-70% of their time is consumed in “exception handling” – addressing unexpected events that the existing processes can’t handle. These exceptions are a great opportunity to create new knowledge – how to handle something never anticipated. Yet, today this work is generally done inefficiently – workers struggle to find each other and to access the relevant data and analytics required to resolve the exception. Once they resolve the exception, what they did and learned is largely lost to the rest of the organization.

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