Chapter 3. Who are these Knowledge Workers?


Leave my factories but take away my people and soon grass will grow on my factory floors. Take my factories, but leave my people, and soon we will have new and better plants.

 --Andrew Carnegie, 1889

A manager of a logistics process in an automobile tire manufacturing plant is doing knowledge work when he ponders how to eliminate a bottleneck in moving products from inventory to trucks late in the week. He may be looking at data on timing of deliveries, considering on-time delivery trends, and analyzing which truckers are involved. The professor observing and thinking about the significance of a molecular structure is also doing knowledge work. So is the police officer who, on a hunch, thinks he knows ...

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