INDEX

Abbeel, Pieter, 78

Accenture, 143

accountability, 134

accountants, 27–28

agile thinking, 154–155

agile work, 170–173

agility, 143–144, 167–168

Alibaba, 135

alliances, 146, 183

Allstate, 76

AlphaBeta Analysis, 25–26

AlphaGo Zero, 71–72, 180

Amazon, 135

Amazon Go, 71

Android programming, 156–157, 158–159

Anglo American, 33

anthropoid robots, 76

artificial intelligence (AI), 29–30

in cognitive automation, 71, 72–73

convergence and, 66–68

definition of, 184

flight attendants and, 54

insurance claims and, 115

job options and, 146

in oncology patient care, 82–83, 84

principles guiding development and use of, 184–186

in recruiting, 100–102

assembly-line jobs, 73–76, 128–129

ATMs (automated teller machines), 2–4, 17

optimizing bank work automation and, 57–66

payoff of, 43–46

work optimization and, 88–89

authority, 134

automation

challenges in, 42

combining human work with, 3–4

compatibility analysis of jobs for, 8–9

convergence in, 77–86

effects of on work, 66

evolution of, 78

execution and, 41–42

experimentation with, 12–13

humans replaced by, 1–2, 8

identifying opportunities for, 117

identifying options in, 57–86, 177–182

implementation checklist for, 117–118

job creation and destruction by, 17

leadership and, 143–168

new work for humans from, 89

in oncology surgery, 77–86

optimism/pessimism about, 1, 169–170, 182

organizational effects of, 116–140

organizational readiness for, 6–8

payoff of, 39, 41–55

personal career tool for identifying, 173, 177–182

reengineering vs. deconstruction and, 36

rethinking of work and, 32–34

ROIP and, 54–55

tasks compatible with, 26–28

types of, 9–10, 58, 66–77

uneven distribution of, 66–68

work-automation options, 189–194

work optimization with, 87–118

banking

ATMs vs. bank tellers in, 2–4

optimizing automation in, 57–66

work optimization in, 88–89

Bank of America, 3

bank tellers vs. ATMs, 2–4, 20–23

ROIP of, 43–46

work optimization and, 88–89

Baxter cobot, 75–76, 180

becoming, 143–144

“Berkeley Startup to Train Robots Like Puppets” (Sanders), 78

Bessen, James, 2

Beyond HR (Boudreau and Ramstad), 42, 49

BHP Billiton, 33

big data, 72

Black Book model, 106

Blue Prism, 70

Botlrs, 180

Boudreau, John W., 4–5, 42, 49, 167–168

Burke, Tony, 181–182

business processes

in cancer treatment, 136

reengineering, 34–38, 72

reinventing related, 109–116

in the star model, 136

call-center agents, 28, 108–109, 118, 134–135

cancer care, 77–86, 90–91, 98

organizational effects of automation in, 136–142

capabilities, 136, 154–157

development of, 164–166

enabling, 154–157, 162, 164–166

of leaders, 166–168

career paths, 124, 149

continuous development, 154–155

development and, 164–166

personal work evolution and, 124, 169–188

Center for Effective Organizations, 206

Chen, Peter, 78

claims processing, 109–116

cobots, 74–77, 180–182

Coca-Cola Company, 106

cognitive automation, 9–10, 70–73

bank tellers and, 60–61

in claims processing, 112–113

definition of, 10

employment options and, 146–147

flight attendants and, 90

identifying options for, 179–180

in oncology patient care, 81–82, 84–85

when to use, 58, 192–193

work optimization with, 100–109

collaboration, 27–28

environment of, 186–187

collaborative robotics, 74–77. See also social robotics

in oncology surgery, 82–83

Colson, Eric, 107

communication, 27, 168

perpetual conversation about job reinvention, 170–173

Compass Automation, 94–95

compatibility

analysis of jobs for automation, 8–9

of social automation, 76

of tasks with automation types, 26–28

compensation, 131–132, 136, 158–162

in the star model, 136

compliance, 98–100, 118

constant-value ROIP curve, 47–48

convergence, 66–68, 72–73

oncology surgery and, 77–86

cost cutting, 8

counterfeit goods, 150

credit analysts, 27, 99–100, 101

critical thinking, 154

CrowdFlower, 175

culture, 134

customer-care specialists, 108–109

customer relationship management (CRM), 70

customer service representatives, 133–134, 152–153

da Vinci Xi system, 79–80, 82

decision making, 11, 132

deployment, 162–164

Deutsche Post AG, 76

development, 164–166

digital twins, 103–105

Dixon, Desiree, 22

Donahoe, John, 182

driverless vehicles, 114–115

drones, 76, 77

in claims processing, 112–113

in methane leak detection, 97–98

Duan, Rocky, 78

Duncker’s candle problem, 19

The Economist, 175

education, 148, 156–157, 170–172

empowerment, 187–188

enabling skills, 154–157, 162, 164–166

enterprise resource planning (ERP), 70

environmental harm, 95–96

execution, 41–42

experimentation, 12–13

exponential-value ROIP curve, 44, 48–49

cognitive automation and, 102–109

social robotics and, 96–98

factories, 148, 181–182

Farmers Insurance, 76

Fast Company, 169–170, 180

financial services, 62–63, 98–100, 102. See also banking

flexibility, 76

flight attendants, 52–55, 90

focus, in reengineering vs. deconstruction, 36

food as a service, 129–136

Ford, 148

“The Fourth Industrial Revolution Is About Empowering People, Not the Rise of Machines” (Keywell), 74–75

free agents, 146, 183

freelance workers, 146–147, 183

Freeport-McMoRan, 33

Future of Work study, 115, 145–146

Future Shock (Toffler), 148

Galbraith, Jay, 135–136

Gates, Bill, 172

GE, 102–105

General Motors, 148

Genpact, 144

Global Future of Work Survey, 6–7

Global Talent 2021, 154–155

Google

AI tools, 108

DeepMind, 71–72

Glass, 54

governance, 118, 172

government, 170, 187–188

Gutierrez, Carlos, 167–168

Haier, 129–136, 142, 144–145

Hammer, Michael, 35–38

Henn na Hotel, 180

HolacracyOne, 128

Hsieh, Tony, 127–128

human capital perspective, 5

“human in the loop,” 175

human resources, 136

in the star model, 136

human resources consultants, 27

Hurricane Harvey, 76–77

IBM, 171

IBM Watson, 109

IBM Watson for Oncology (WFO), 81–82

implementation costs, 67

incremental-value ROIP curve, 44, 48

social robotics and, 96

work optimization for, 98–100

independent vs. interactive tasks, 9, 27–28

automation optimization and, 59–61

bank tellers, 22–23

social robotics for, 96–98

The Inevitable (Kelly), 143

information sharing, 11, 134

Information Technology Industry Council (ITI), 184–186

innovation, 128–129, 185–186

inspection robots, 94–95

Institute for International Finance, 98

insurance industry, 109–116

integration or robots, 76

interactive tasks. See independent vs. interactive tasks

internet of things (IoT), 115, 134, 135

Intuitive Surgical, 79–80, 82

iPhone, 143–144

iRig, 96

Java programming, 156

JD, 150–153

Jenga, 125, 126

Jesuthasan, Ravin, 4

Jet Propulsion Laboratory, 97

job architectures, 162–164

job-automation matrix, 151–153

job deconstruction, 5, 6–7, 19–39

ATMs/bank tellers and, 20–23

history of, 34–39

leaders in, 144–145

oil drillers, 28–34

personal career tool for, 173, 174–175

pilots and flight attendants, 52–55

recruiters, 101–102

reengineering vs., 34–38

into work elements, 24–26

work optimization and, 88–89, 92–94

job reinvention, 10–11

bank tellers, 3–4

deconstruction in, 5, 6–7

employee skills and, 136, 154–157

enabling skills and, 154–157, 162, 164–166

leadership in, 144, 145–166

need for continuous, 181

oil drillers, 28–34

in oncology surgery, 77–86, 136–142

to optimize work automation, 58–66

options in, 146

organizational effects of, 125–127

payoff differences and, 88–89

perpetual conversation about, 170–173

personal, 124, 169–188

personal career tool for, 172–188

in process reengineering and automation optimization, 39

of related jobs, 77–86, 109–116

reskilling and, 86, 164–166

road map for, 4–8

work optimization and, 116

work readiness and, 155–157

job replacement, 169–170, 182

ATMs and bank tellers, 2–4, 62–63

evaluating jobs for, 8–9

optimism/pessimism about, 1–2

job skills, 136, 144, 154–157

Kates, Amy, 136

Kellogg Company, 167–168

Kelly, Kevin, 143

Kensho Technologies, 102

Kessler, Greg, 136

Keywell, Brad, 74–75

Lawler, Edward, 136

leaders and leadership, 123, 143–168

capabilities in, 143–144

checklist for automation implementation for, 117–118

collaboration with workers in, 146

deployment and, 162–164

development and succession of, 145

dispersed, 144–145

employee skills and, 155–157

environment of collaboration and, 186–187

framework for job reinvention for, 5–8

future capabilities for, 3–4

mindset in, 147, 148–155

reward systems and, 158–162

skills for, in the future, 166–168

transformative changes redefining, 147

trust and, 11–12

in work optimization, 187–188

work reinvention and, 11, 144, 145–166

Lead the Work (Boudreau, Jesuthasan, and Creelman), 136, 171

learning

educational institutions and, 171–172

evolution of automation and, 78

mindset of reiterative, 147, 148–155

work readiness and, 156–157

Learning by Doing (Bessen), 2

LinkedIn, 101, 158, 163

logistics, 153

Lowe’s, 180

LR Mate 200iC robot, 94–95

Lynda.com, 156–157

machine learning, 71, 104–105, 180

maintenance optimization, 102–105

Massachusetts Institute of Technology (MIT), 17, 123, 180

McDonald’s, 49–52

McKinsey & Company, 99

Memorial Sloan Kettering Cancer Center, 81

mental tasks. See physical vs. mental tasks

methane leaks, 96–98

metrics, 136, 138

Metso, 33

mindset, 147, 148–155, 167–168

mistake reduction, 44, 46–47, 99–100

bank tellers and, 88–89

Mohrman, Susan, 136

Mutual Benefit Life (MBL), 36–38

NASA, 97

natural resources extraction, 28–34, 96, 159–162

Navy Federal Credit Union, 22

negative-value ROIP curve, 46–49

for pilots, 90

social robotics and, 94–96

work optimization for, 98–100

Nabors Industries, 96

Oakley, Eloy Ortiz, 171–172

Obama, Barack, 2

Ocado Group, 108–109

oil drillers, 28–34, 159–162

oncology surgery, 77–86, 90–91, 98, 136–142

O*Net, 24–26

organizational perspective, 5, 116

outside-in vs. inside-out approach with, 127–142

organizational structure, 11, 116, 123

cancer care automation and, 136–142

at Haier, 129–136

leadership and, 144–145

personal career tool for navigating, 173, 183–188

reinvention of, 142

star model of, 135–137

OSHbot, 180

outsourcing, 146, 183

oversight, 118

Oxford Economics, 154–155

Pacific Gas & Electric (PG&G), 97–98

pattern recognition, 70–71

performance

assessing ROIP for, 176–177

McDonald’s vs. Starbucks, 49–52

payoffs of changes in, 88–89

pilots and flight attendants, 52–55

ROIP, 43–55

strategic value and, 5

value of, 9

personal devices, banking and, 3

personal work evolution, 169–188

physical vs. mental tasks, 9, 28

automation optimization and, 59–61

automation types for, 189–194

bank tellers, 22–23

pilots, 52–55

Pioneer Natural Resources, 34

pipe running, 96

Politico, 170

power structures, 134–135, 148

predictability, 148

procurement planners, 105–107

product development, 72, 105–107, 128–129

Project Z, 151

public-private partnerships, 186

Python programming, 156

Quiet Logistics, 76

Ramstad, Peter, 42

recruiting, 100–102

redeployability, 76

redundant steps, RPA and, 68–69

reengineering, 34–38, 72

“Reengineering Work: Don’t Automate, Obliterate” (Hammer), 35–38

regulatory risk, 70

relationship skills, 154–155

repetitive vs. variable tasks, 8, 26–27

automation optimization and, 59–61, 190–194

bank tellers, 22–23, 88–89

RPA and, 68

social robotics for, 94–96, 96–98

research and development (R&D), 185–186

reskilling, 86, 164–166

return on improved performance (ROIP), 43–46

automation optimization and, 59–61

automation types and, 67

curves in, 46–49

McDonald’s vs. Starbucks, 49–52

personal career tool for, 173, 176–177

pilots and flight attendants, 52–55

reward systems linked to, 158–162

social robotics and, 94–96

work-automation grid on, 190–194

work optimization and, 88–89, 90–94

return on investment (ROI), 118

reward systems, 131–132, 136, 158–162

Rio Tinto, 96

risk management, 44, 118

in insurance and smart-home devices, 115

RPA and, 69

robotic process automation (RPA), 8, 9–10, 66–70

in claims processing, 112–113

definition of, 10

employment options and, 146–147

identifying options for, 178–179

in oncology patient care, 80

scalability and, 100

tasks suitable for, 68–70

when to use, 58, 189–194

work optimization with, 98–100

“Robotic Process Automation 101” (Surdak), 68–70

robotics, 146

robotic surgery, 79–80, 82

robots, tax on, 172

Roost, 115

safety, 76

salary.com, 158

salespeople, 118

Sanders, Robert, 78

scalability, 100

self-organization, 127–128

sensors

in cognitive automation, 71

cognitive automation and, 179

oil drillers and, 29–30

serial entrepreneurship, 130–132

ServiceNow, 182

Simply Orange, 106

singularity, 180

Sloan Management Review, 130

smart-home devices, 115

Smart Tissue Autonomous Robot (STAR), 82–83, 98

social networks, 134

social robotics, 9–10, 73–77

definition of, 10

identifying options for, 178–179, 180–182

for pilots, 55, 90

for repetitive, independent, physical work, 94–96

when to use, 58, 190–194

SogetiLabs, 127–128

stability, 148

stackable credentials, 171–172

Starbucks, 49–52

star model of organization design, 135–137

Starwood Hotels, 180

Stitch Fix, 106–107

strategic value, 39, 41–55

cobots and, 75–76

job performance and, 5

in reengineering vs. deconstruction, 36–38

of technology, 29

work performance and, 9

strategy, 5, 133

reengineering vs. deconstruction and, 36

in the star model, 136

stylists, 106–107

supply chain, 153

Surdak, Christopher, 68–70

swarm robots, 76–77

systemic change, 12–13

talent management, 100–102

deployment, 162–164

development, 164–166

leadership development, 145

reskilling for job changes, 6–7

skill development, 136, 154–157

in the star model, 136

talent platforms, 146, 183

tax on robots, 172

technology

convergence in, 66–68

disruption from, 143–144

Tesla, 114–115

Toffler, Alvin, 148

trainability, 76

transparency, 168, 187–188

trial lawyers, 109

trust, 11–12, 134, 187–188

Uber, 179–180

unemployment benefits and insurance, 172

Unilever, 100–101

Unite, 182

universal basic income (UBI), 172

“The Unorganization” (SogetiLabs), 127–128

Uptake, 74–75

Upwork, 156, 158–159, 162, 163

variable tasks. See repetitive vs. variable tasks

variance reduction, 44, 47–48

virtual collaboration, 142

volunteers, 146, 183

warehouse operations, 76–77, 150

Watson for Oncology (WFO), 81–82

Willis Towers Watson, 39, 115, 145–146, 154–155

Winby, Stu, 136

work, evolution of, 148–154, 174–175

worker injury, 95–96

worker shortages, 178

work optimization, 5, 10–11, 87–116

across job groups, 24, 25

automation types and, 58–66

banking automation and, 57–66

checklist for leaders, 117–118

of claims processing, 109–116

framework for, 91–94

job deconstruction in, 24–26

on oncology surgery, 83

personal career tool for, 173, 182

questions guiding, 92

reinvention of job families/processes and, 109–116

of repetitive, independent, mental work with incremental-value ROIP, 100–102

of repetitive, independent, mental work with negative-value and incremental-value ROIP, 98–100

of repetitive, independent, physical work with negative-value ROIP, 94–96

of repetitive, interactive, mental work with exponential-value ROIP, 102–105

of repetitive, interactive, physical work with incremental-value ROIP, 96

of variable, independent, mental work with exponential-value ROIP, 105–107

of variable, independent, physical work with exponential-value ROIP, 96–98

of variable, interactive, mental work with exponential-value ROIP, 108–109

of variable, interactive, physical work with exponential-value ROIP, 98

work readiness, 155–157

work tasks. See also job deconstruction

automation optimization and, 59–61

automation types and, 66, 67

cognitive automation and, 70–73, 72–73

deconstructing jobs into, 5, 6–7

pilots and flight attendants, 52–55

World Economic Forum, 67, 149

Worley, Christopher, 136

Xchanging, 65

YOTEL New York, 180

Zappos, 127–128, 144–145

Zhang Ruimin, 130–132, 134

Zhang Tianhao, 78