HP LaserJet
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Ethnographic study of workflow - tracking the movement, content, and meaning of information
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Study of document-intensive vertical markets
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Workflows have shifted--collaborative work transcends physical and corporate boundaries
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Workflows are networks, not assembly lines
As the dominant player in the office printing industry, HP was seeking ways to leverage its printing technology and customer loyalty to more broadly support document-intensive work. By investigating workflows in four vertical markets, tracking the movement, content, and meaning of information in all its forms, the research revealed inaccuracies in old notions of "work groups" (where co-workers share facilities, equipment, and a purchasing budget). Today's workflows have shifted toward a model where collaborative work increasingly transcends physical and corporate boundaries. A range of new services was proposed to address the workflow needs that extend across departments and organizations. |
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