The principles governing the performance of people-based knowledge and service work are very different from the principles that govern the performance of machine-based production and logistics work. Because the effectiveness of knowledge and service work is based on abilities that occur in people as elements of their basic human nature, improvements require different methods.

Engineering methods that make human work more machine-like are good for production and logistics roles, but knowledge and service roles require humaneering methods that capitalize on human nature.

Making improvements in the performance and productivity of salespeople, customer service providers, advanced-degreed professionals, managers, administrators, technicians, and other knowledge-based workers requires that this work be humaneered as well as engineered. And beyond changes to the work design, substantial improvements often require changes to the engineering-based managerial policies that dominate in most companies.

pepitoneworldwide has advanced capability to guide and support business executives in the design and development of knowledge and service work that better capitalizes on their current investment in people. Utilizing “High-Definition Work Design” to optimize human work performance, these initiatives generally unleash substantial additional potential that is inherent, yet untapped, in workers.

Some of the types of knowledge and service work we’ve improved include call centers for service and sales, field sales functions, nursing functions, financial services operations, research and development units, field managed technical professionals, claims processing units, and support functions like engineering, training, security, etc.).

Our recent involvement in the creation of “Lean Plus” – extending Toyota’s brilliant “Lean” operations methodology by integrating people into the value stream – now brings the power of humaneering to production and logistics work and launches new potential for improving operations.

What would it mean to you if your business improved the effectiveness and productivity of human work by 20%, 40%, 100%, or more? We can make it happen.

Contact pepitoneworldwide today at information@pepitone.com and tell us how we can support your work.

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