Caring human beings replace mechanical jobholders. In context Iterative Mass customization Distributed intelligence Learner-focused learning Responsibility is shifting from organization to individual. Everyone makes decisions on the spot. Organizational members help customers help themselves. We are each responsible for our own learning and development.
People concentrate on problem-solving and customer service.
Computers are delegated the linear, repetitive functions that people used to do back in the twentieth century. In 2002, the bottom line is no longer the bottom line. Leaders recognize that, in an information economy, it's inappropriate to value intellectual and customer capital at zero, to look at training as a cost rather than an investment, and to use industrial-age yardsticks to report performance. Qualitative, customized Balanced Scorecards have replaced financial statements. Broadband and fiber have put interactive video on most desktops in the office and set-tops at home.