A knowledge worker:
need time to learn, think, innovate
need time to manage work picks: if you are giving a service, you cannot just level on ‘average’ service requests!
need time to be sure he can run the business at a good and constant pace indefinitely: we are full of heroes in this business, giving extra-effort to do extra-ordinary things. This cannot last.
need time to process email, phonecalls, PDA interruption: these are already overloads for our brain and attention. They tend to fill the time between our actions. The idle time has gone!
need a bit more time to think at what we are doing: especially in the design phase of something. As we know errors in the first phases (especially if you are not using an agile methodology) get bigger as time goes by. AND the cost of support is usually THE cost of an IT project.