Exception handling
“The way organizations adapt, survive and be productive is through the social interaction that happens outside the lines that we draw by hierarchy, process and organizational structure. The first form of social software to really take off to facilitate these discussions was email”
“Most employees don’t spend their time executing business process. That’s a myth. They spend most of their time handling exceptions to business process. That’s what they’re doing in their [e-mail] inbox for four hours a day. Email has become the great exception handler.”
“Unfortunately, what it means is all the learning disappears because it’s hidden away in people’s inbox. It’s not searchable and discoverable “
“So at the edge of your organization, there are all kinds of exceptions that are happening. If you handle them appropriately, you can adapt to where the market is going. You can adapt to the problems you have in your existing structures“
“…the greatest source of sustainable innovation is how you’re handling these exceptions to business process.”
