Empowered employees can provide better customer response and fewer delays. Jobs change from simple tasks to multidimensional work. A triage determines which version works best in a given situation. Work is performed where it makes the most sense and checks and controls are reduced. The case manager has access to the information systems and the ability to contact people that have questions and requests for further assistance - an example of lateral assistance.
Work units change from functional divisions to process teams.
A process team is a unit that falls together to complete a whole piece of work. Technology plays a critical role in reengineering. Technology is an essential enabler that allows work to be done in radically different ways. The trouble with the future is that it usually arrives before you are ready for it.