P Ranganath Nayak, David A. Garvin, Arun N. Maira, and Joan L. Bragar

The distinction between process and procedure is essential. Procedures contain only explicit knowledge. Processes embed procedures in tacit knowledge of both the expert and the social kinds. Many of the problems of reengineering can be traced to the treatment of processes as though they were procedures – i.e., as though people’s tacit knowledge didn’t matter.

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