Table of Contents.
Five parts, an introduction, an interlude, and an epilogue. Every part arrives through a story before it becomes a framework.
- Prologue
The Work Moved First
A humanoid robot enters a BMW body shop. The chart does not change; the work does. The book's central question begins here.
- Introduction
The Customer Thought the Company Had Spoken
A bereavement chatbot at Air Canada answers a grieving customer. The company later says the answer was wrong. Who spoke for the company?
- Part I
The Work Has Already Moved
AI systems change work before anyone authorizes them to. The visible org chart trails the real one. Chapters trace how the change first arrives.
- Part II
The New Abdication
How responsibility drifts away from named leaders and toward the systems they installed. The pattern of judgment abdication, and how to name it.
- Part III
The Second Map of Work
A method for drawing the working chart of an AI-shaped workflow — model, workflow, translator, trusting party, Human Point of Consequence.
- Part IV
Govern What AI Changes in Humans
Voice Rights, Judgment Trails, Challenge Paths, Judgment Apprenticeship. The instruments by which an organization keeps human judgment alive.
- Part V
The Human Point of Consequence
The named individual who carries the meaning of the outcome, holds authority to stop the sequence, and answers for the result.
- Final Interlude
The Sentence That Must Remain Human
A supervisor arrives at the door of a family whose son was injured on his line. Some sentences must remain human. The one required here is one of them.
- Epilogue
Redesign Work Before Work Redesigns You
The organizations that avoid this work will still redesign themselves. They will simply do it by drift.