Appendix: The Operating Layer

From Expert Work to Scalable SaaSEdition 1

Seven steps beneath every stage

  1. Experts determine how the work should function.
  2. The outcome and process are made explicit.
  3. Ownership and authority are installed.
  4. Predictable work is automated.
  5. AI assists suitable cognitive work.
  6. Fit-for-purpose tools support the process.
  7. The system is operated, measured, and improved.

The process comes before the automation. AI assists suitable work; people retain authority, judgment, accountability, sensitive decisions, and expert exceptions.

Download the operating-model diagram (SVG).