Difference Between an "Old" and a "New" Economy Employee

Since the invention of the computer chip, we have been moving from an industrial to a post-industrial economy, where the nature of work is changing.  In an industrial society, workers are expected to fit standardized job descriptions and perform their duties according to clear policies, procedures and prescriptions.

Knowledge work is fundamentally different:  Workers are expected not so much to perform standard roles but to generate creative, innovative results that surprise and delight customers and colleagues.  They are expected not only to perform a function but to design new and better products and services, and even to provide dramatic, breakthrough results. 

Dave Gray
Game Storming

Customer Service Video