Enterprise 2.0 enables business agility - The Diigo Meta page

• 23 Jul 08
  

  Bertrand Duperrin

  But the world isn’t like that - it can be risky and unpredictable, and, whilst you do need systems and processes, you need to be able to account for the exceptions - which often happen more often than you think. The irony is, as SOA-type systems handle processes more and more effectively, it means that people have less to do with processes, and therefore get more involved with exceptions. The more processes get standardised the more costly exceptions become as a percentage of operating expense. Customer requirements, supply problems, pricing can move incredibly quickly, and an SOA architecture isn’t going to help you when the problem is not knowing who to call.
  [...]
  From a technology point of view, employees need the social software tools required to resolve exceptions, and to disseminate the tacit knowledge that goes hand in hand with exception handling throughout the enterprise. You need to be able to quickly find the veteran who knows exactly what to do when a particular supplier drops the ball and you need to bypass standard procurement in order to meet a customer’s expectations. Once found, the resolution to that exception needs to be captured in a way that it can be found long after the veteran has retired.

  SOA exception knowledge expertise tacitknowledge process

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