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[[Subject matter expert]]s are also expensive. This is a cardinal sin in an industry where the highest calling is cost reduction. | [[Subject matter expert]]s are also expensive. This is a cardinal sin in an industry where the highest calling is cost reduction. | ||
The ideal “[[process participant]]” costs nothing, follows instructions with perfect fidelity, doesn’t break down, makes no errors, and certainly | The ideal “[[process participant]]” costs nothing, follows instructions with perfect fidelity, doesn’t break down, makes no errors, and certainly doesn’t ''think'' or ''question'' the process: that is, it is ''a computer''. In the same way a machine doesn’t question its program (it can’t), a [[process participant]] escalates within the process, but doesn’t question it. the difference is that cantankerous human process participants ''can''. | ||
But therein the problem: '''if the process ''can'' be computerised, why ''hasn’t'' it been?''' | But therein the problem: '''if the process ''can'' be computerised, why ''hasn’t'' it been?''' | ||