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just getting started with business rules management,
rule engines, and rulebased systems, here's what you
need to know:
helps companies get started using rules. We can help you
move from the business rules idea stage to the action
Our full range of training,
consulting, and rule harvesting services and turnkey solutions help companies
redesign and automate rules and processes.
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Who are the Subject Matter Experts and Super
Experts in your company? (FAQ #18)
has Subject Matter Experts (SMEs). But great
companies also have what we call Super Experts.
You know who your Super Experts are: The
firefighters who get called in when everything
breaks, blows up, or no one else knows what to do.
Super Experts are the people that even the
Subject Matter Experts call when they need help
making a decision. They are the people that lead
executives to seriously wonder, "what do we do if
Peter gets hit by a truck?". Super Experts are the
"brains" behind key, complex, and high-value
Subject Matter Experts
Subject Matter Experts are the people who make a
lot of decisions in a little bit of time. These are
microdecisions. SMEs seem to know a lot about a
few very complex topics.
SMEs could easily make hundreds or thousands of
microdecisions in a day. Yet each decision is a
crucial step in a larger process, such as building a
product, making a sale, or taking a reservation. And
each microdecision is crucial: A mistake at any
point in the process will make the entire entire
product, service or process defective.
Super Experts are the rare individuals who solve the
toughest problems in the company. They routinely
make complex decisions, and they make it look easy.
I'm talking about bottom line decisions...
million dollar decisions.
Their phone is constantly ringing. A Super Expert is
the only one in the company who has the knowledge,
experience, and expertise to make the right decision
every time. Instead of making a hundred
microdecisions a day, the Super Expert worries about
making one big decision. Super Experts seem to know
everything about lots of topics.
Super Experts may only make one decision a day. They
may take a few days, or even weeks, to make an final
decision. But each decision can save the company
millions of dollars. Each decision can determine how
thousands of transactions will be handled, and how
millions or dollars will recorded in the books.
The Bottom Line
If you are going to work on a knowledge
management or business rules management project, the
first thing you need to do is identify who the true
Subject Matter Experts and Super Experts are. You
need to work with and elicit knowledge from both
types of experts in order to succeed.