For today’s knowledge and service operations (KSO), it is important that organization initiatives are accomplished with the least disruptive methods possible. Humaneering technology prescribes a hierarchy of organization-intervention methods that are ranked in order of increasing disruption to the organization’s self-control (e.g., inform, document, define, instruct . . . standardize, structure, and enforce).

Instruction, typically in the form of training (i.e., standardization), is overused as an intervention, and when used is often only marginally effective with knowledge and service workers because people well-suited for this work naturally resist presumptive attempts to control their behavior. Furthermore, training is limited in effectiveness to work situations requiring the performance of standardized tasks, little or no human discretion and low variability.

For organizations of knowledge and service workers, the preferred and more effective intervention alternative is facilitated learning and self-development. This shifts the focus and accountability to the organization member, yet generally requires greater content expertise from support staff.

pepitoneworldwide has advanced capability to design organizational interventions to promote learning and development that results in the greater effectiveness and productivity of knowledge and service workers.

Next