How People Make Decisions Within Processes

A concept which is often missed when improving business processes is that of the "knowledge worker". Managers think they can put in place a process which captures all the steps and which anyone can do. The reality is that people involved in the process have knowledge in their heads which cannot be programmed or easily replicated. Their experience and sometimes intuition tells them what they should do when faced with decisions or situations. Paul Harmon of BPTrends.com describes this decision-making process very well in his article called "How People Make Decisions Within Processes". Click here to read this article