Interacção e eficiência

E volto uma vez mais ao Montepio e à sua busca da eficiência.
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Há dias no Twitter @EskoKilpi sublinhou uma das mensagens queridas deste blogue:

"Work is solving problems. The industrial approach was detached from customers and there are many problems without a mass-market solution.
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The new rules 1/ Work in the future is still going to be solving problems, but in interaction with customers
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2/ The solutions to problems are more contextual
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3/ Work, then, cannot be based on preconceived competences, but work is learning
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4/ Work should be understood as interaction between interdependent people
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5/ The basic unit of work is not a task or a role, but interaction"

"Interaction" exige qualidade da interacção não se compadece com eficiência.
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Em conjugação com este texto de @rshevlin   "The Truth About Customer Relationships" para reflexão profunda.