2
The Power of Front-Line–Driven Improvement
More than seventy years ago, the Nobel-prize–winning economist Friedrich Hayek provided insight into the unique nature of front-line knowledge. In his essay “The Use of Knowledge in Society,” Hayek identified two kinds of knowledge: aggregate knowledge, and knowledge where the particular circumstances of time and place are important. Upper management generally has aggregate knowledge, gained from high-level data and performance information derived by quantifying, simplifying, and combining the results of the activities taking place across an organization. Such knowledge provides a picture of the organization’s overall performance and is necessary for spotting high-level trends, making good strategic ...
Get Practical Innovation in Government now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
