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Work Engineering
Definition: Work Engineering is the practice of designing workflows where knowledge flows naturally through the system, creating compounding intelligence. It's the difference between building chatbots in demos and building workflows that actually work.
The Philosophy
Work Engineering asks: "How does knowledge flow through this process?"
Traditional Approach:
- Build a tool
- Hope people use it
- Knowledge stays siloed
Work Engineering:
- Design the knowledge flow
- Embed learning in the workflow
- Intelligence compounds automatically
Core Principles
1. Every Workflow Is a Learning Opportunity
- Customer Portal App → Strengthens Support Agent
- CRM Dashboard → Teaches Sales Agent
- Growth Command Center → Informs Strategy Agent
2. Close the Loop
- Actions create data
- Data feeds agents
- Agents improve actions
- Cycle repeats
3. Design for Compounding
- Small improvements accumulate
- Connections multiply value
- Time is your ally
Work Engineering Patterns
The Feedback Loop Pattern:
Customer submits request → Agent processes → Resolution recorded → Agent learns → Better next time
The Cross-Pollination Pattern:
Success in Project A → Insights shared → Applied to Project B → Both improve
The Escalation Pattern:
Simple issues → Automated resolution → Complex issues → Human + AI collaboration → Learnings feed back
The Experiment Pattern:
Hypothesis → Test → Measure → Learn → Iterate → Scale what works
Designing Workflows
Step 1: Map the Knowledge Flow
- Where does information enter?
- How does it move through the system?
- Where are the learning opportunities?
Step 2: Identify Compounding Points
- What decisions are made repeatedly?
- What patterns could be learned?
- Where would predictions help?
Step 3: Connect the Dots
- Link related workflows
- Share learnings across agents
- Enable cross-functional intelligence
Step 4: Measure and Iterate
- Track knowledge flow
- Identify bottlenecks
- Optimize for compounding
Real Examples
Customer Success Workflow:
- New customer signs up
- Onboarding agent guides them
- Usage patterns tracked
- Success agent monitors health
- Learnings improve onboarding
- Churn prediction improves
Content Marketing Workflow:
- Content ideas generated
- Creation agent assists
- Performance tracked
- Analytics agent identifies patterns
- Future content informed by data
- Strategy continuously improves
The Work Engineering Mindset
Stop thinking: "How do I build this tool?"
Start thinking: "How does knowledge flow through this process?"
Stop asking: "What features do I need?"
Start asking: "What intelligence should compound?"
Stop measuring: "How many tasks completed?"
Start measuring: "How much smarter is the system?"
Related Wiki Pages: Living Knowledge Systems, Knowledge Compounding, Automation