Science, Maths & Technology
Technological innovation: a resource-based view
...de-skilling of the task in hand. For example, transferring a craftsperson’s skill into a computer program for operating a lathe allows a lower-skilled operator to produce a finished article to the same standard as the original craftsperson. And the development of a ‘script’ for use in a telephone call centre allows the de-skilling of people doing customer-facing...