The Industrial Age brought with it an emphasis on process. A factory owner could design a process for manufacturing a product, then plug semi-skilled workers into it like parts into a machine. Each worker, each part, would have a limited function, thereby reducing errors and maximizing throughput. This worked amazingly well in a marketplace that was stable and predictable, where power belonged to the manufacturer.

But what would happen if the marketplace were constantly changing? And what if power were in the hands of customers? Would process still be paramount?

The changes came slowly at first. Vending machines began to offer ...

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