Great points. I wrote an article that echoes this using system dynamics and the impact to service rates. The tl;dr version is - switching from functional work design and technical depth in a few areas to a horizontal work design that requires technical depth in many areas has a very high chance of setting you back. Get the people and process thing figured out first.
Great points. I wrote an article that echoes this using system dynamics and the impact to service rates. The tl;dr version is - switching from functional work design and technical depth in a few areas to a horizontal work design that requires technical depth in many areas has a very high chance of setting you back. Get the people and process thing figured out first.
Link here.