What is a consequence of over-engineering workflows in KCS?

Over-engineering workflows in KCS (Knowledge-Centered Service) typically leads to increased complexity without corresponding benefits. When processes become more intricate than necessary, they can hinder rather than help the problem-solving efforts of knowledge workers. This complexity can result in confusion, longer resolution times, and less agility in adapting to new challenges or information.

In KCS, one of the core principles is to keep workflows simple and focused on enabling knowledge sharing and problem resolution. When workflows are streamlined and user-friendly, knowledge workers can access information quickly and respond to issues more effectively. Therefore, over-engineering disrupts these principles, leading to reduced effectiveness in problem-solving.