Sell the mailroom.
Improving the productivity of service workers will demand fundamental changes in the structure of organizations. Service work in many cases will be contracted out of the organization to whom the service is being rendered. This applies particularly to support work, such as maintenance, and to a good deal of clerical work. “Outsourcing,” moreover, will be applied increasingly to such work as drafting for architects and to the technical or professional library. In fact, American law firms already contract out to an outside computerized “database” most of what their own law library used to do.
The greatest need for increased productivity is in activities that do not lead to promotion ...
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