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Thomas's avatar

The point about Amazon Go as a cautionary tale for automation is spot on. It really underscores why we need to identify which tasks actually benefit from a human judgment call.

Mick McMahon's avatar

Marie — thanks as always for going beyond the scary headline to reach a deeper level of understanding.

Your piece reminded me of the 1990s push for Business Process Reengineering — enterprises took end-to-end workflows and broke them down into individual steps with explicit rules. On the positive side, it drove real efficiency gains. On the negative side, companies used it as cover for layoffs even when they'd botched the reengineering itself — which studies suggest happened more than half the time.

Why did it get botched? Many reasons, but most often: failing to understand which pieces shouldn't be automated — the ones that required deep expertise and judgment to get right. Your phrase "what may surprise us is not what disappears, but what remains" could have been written about BPR thirty years ago.

I think knowledge workers going through this today should understand which parts of what they do contribute the most value. And more importantly, managers and executives need to be very careful when choosing what to automate — because we've seen what happens when they aren't.

Thanks as always for the thinking.

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