Knowledge work is in may ways different from the transformational and transactional work that organizations have tried to automate and improve with information technology over the past few decades. A colleague of mine said, that as knowledge workers, we don't follow a process; we follow a cloud of activities. In other words, we are creating the process as we go along. To do that we need to use our creativity, we need to look beyond the standard ways of doing things, and we need to ask a lot of questions. This is something completely different to how it is to work at a production line in a factory, where workers are supposed to follow predefined and highly repeatable processes and procedures. There, asking questions and questioning rules is often out of the question, as it has the potential to disrupt operations.