Shift 7: Job Description to Role Description
By transitioning from a job to role description, the employer is acknowledging explicitly the totality of the employee’s organizational contribution.
Maryanne, a new customer service officer was being inducted and trained by Felicity, a long-time member of a customer service team. The new employee appreciated her trainer’s experience and knowledge and quickly gained a level of confidence in her new job. One thing she also quickly learned was that a key performance measure in her new job description was how rapidly visitors were processed, not how well their inquiries were handled.
“It feels like churn and burn,” Maryanne told her trainer. “Lots of these people are coming back again and again ...
Get The Future of Human Resources now with the O’Reilly learning platform.
O’Reilly members experience books, live events, courses curated by job role, and more from O’Reilly and nearly 200 top publishers.
