Excellent article and thought leadership around the social enterprise here - covers the fear, the concept and the notion of handling exceptions. I found this part really compelling and I hope you would agree that we have only scratched the surface of the audacious opportunity that this presents for more social approaches to solutions:
"Exceptions occur in every organization. In our informal surveys, we have found that as much as two-thirds of headcount time in major enterprise functions like marketing, manufacturing and supply chain management is spent on exception handling. Whether it is a customer that requires non-standard financing terms, a brand manager who needs to find the code for an unusual pallet configuration, or a software developer trying to resolve an issue in code that has multiple dependencies — each is an example of where traditional enterprise applications are insufficient and standard operating processes break."
"Exceptions occur in every organization. In our informal surveys, we have found that as much as two-thirds of headcount time in major enterprise functions like marketing, manufacturing and supply chain management is spent on exception handling. Whether it is a customer that requires non-standard financing terms, a brand manager who needs to find the code for an unusual pallet configuration, or a software developer trying to resolve an issue in code that has multiple dependencies — each is an example of where traditional enterprise applications are insufficient and standard operating processes break."
Read the full article at blogs.hbr.org
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