IMPORTANT NOTE: Each fingerprinting dimension is rated on a 5-point scale. The rating scale above provides description/attributes corresponding to the ratings 1, 3 and 5 for each dimension. If a work type (on a particular dimension) is closer to the attributes of rating 1, but also has some attributes of rating 3, it should be rated as 2. Similarly, if a work type is closer to the attributes of rating 5, but also has some attributes of rating 3, it should be rated as 4
Fingerprinting dimensions | Dimension description | Rating 1 | Rating 3 | Rating 5 |
| A. What is the work? | ||||
1. Standardized vs. customized | Is the work delivered consistently across the enterprise regardless of the line of business or geography, or must it be customized to meet specific business needs? | Work is standardized and execution steps, inputs, outcomes can be clearly documented | Work requires a balance of standardized tasks and personalization (based on business needs) | Work requires customization based on regulatory or specific business requirements or the steps to execute the work require a level of subjectivity |
| 2. Language independent vs. language dependent | Does the work require specific language skills (other than English)? | Work is delivered in the English language or can be delivered using advanced technology | Work is delivered in other languages but does not require verbal mastery. The language component can be delivered using advanced technology | Work is delivered in a non-English language and requires fluency |
| 3. Well-developed vs. not well defined | Is the scope of the work understood and documented along with all dependencies? | Work is standardized; typically performed or defined similarly across enterprises (“industry standard”) | Some work tasks are performed and defined similarly however, there are elements that can vary from one organization to another | Work is defined and performed differently across enterprises, business units or regions requiring a high level of definition |
| 4. Volumetric vs. non-volumetric | Is the need for the work characterized by volumes? | Delivery of the work requires a consistent number of resources given the number of transactions / records / documents processed | Work volumes vary somewhat, potentially impacted by scope and content, seasonality, and business needs | Work cannot be characterized by volume, activity or number of transactions |
| 5. Logical vs. innovative | Is the successful delivery of work predicated on application of logic or innovation? | Successful performance of the work requires only application of reasoning and a set of defined facts | Successful performance of the work requires a combination of logic and creative, innovative thinking | Work involves a high level of creativity, inventiveness, and imagination |
| B. How is the work done? | ||||
| 6. Structured vs. free form | Can the sequencing and process workflow be defined? | The steps required to complete the work can be described in the form of a workflow, with precise inputs, processes and outputs | The steps required to deliver the process generally follow a defined workflow but there may be variability | The steps required to complete the work do not follow a defined workflow; inputs, processes and outputs can vary depending on various internal and external factors |
| 7. Rules-based vs. judgment-based | Is the successful delivery of the work driven by defined rules or subject to a high degree of judgment? | Work requires application of rules with limited to no scope for subjective interpretation | Work requires a combination of rules and judgement. Judgement may be required to select which rules apply | Work is entirely based on applying judgement and subjective interpretation |
| 8. Adheres to operational requirements vs. customer requirements | Is the work focused on operational requirements or on stakeholder/customer needs? | The primary objective of the work is focused solely on fulfilling operational requirements. The trigger to do the work is an operational requirement | The work balances operational and customer requirements | The primary objective of the work is to fulfill customer needs. The trigger to do the work is a customer requirement |
| 9. Systemic vs. project | Is the work ongoing or is it situational? | Work is continuous in nature without starts and stops | Work is characterized by both systemic and project attributes; while it may be ongoing, there may be times when the work stops due to priorities or other factors | Work has a defined beginning and end |
| C. When does it need to be done? | ||||
| 10. Planned vs. ad-hoc | Can the work be anticipated? | Work has repeatable, defined deadlines for completion (e.g., 1st, 8th and 15th of every month) | There is a level predictability as to the work must be performed done (e.g., once a quarter, or once every month) | Work can be performed on an ad hoc basis with limited ability to predict timing; usually situational or dependent upon events |
| 11. Permanent vs. temporary/seasonal | Is the need for the work consistent over the course of the year? | The work is performed on a continuous basis with a consistent resourcing level | Some work tasks are performed on a continuous basis whereas other tasks are temporary or seasonal (e.g., financial close, booking close) in nature | Work is always temporary and/or seasonal in nature. Resources are not required on a continuous basis |
| 12. Time zone-agnostic vs. time zone alignment | Does the work need to be delivered in alignment (overlap or follow) with a time zone? | Work can be executed in any time zone and does not need to be aligned with business requirements | Some portion of the work does not require time zone alignment, whereas other components parts require time zone coordination | Work must be executed at a time that is aligned to a time zone |
| 13. Scheduled vs. real-time | Does the work need to be performed according to a schedule or can be completed in real-time/concurrently? | Work does not require real-time coordination and execution and can be performed in a scheduled or “offline” manner | Work has some components that can be performed “offline”, whereas others in the same process require real-time coordination and execution | Work requires real-time coordination and execution |
| D. Who does the work? | ||||
| 14. Individual vs. collaborative | Can the work be completed by an individual in isolation, or does it require teamwork? | Execution and completion of work is completed solely by an individual | Some portion of the work can be performed solely by an individual whereas other components require collaboration | Execution and completion of the work requires tight collaboration with other resources |
| 15. Amateur vs. Expert | Can the ability to deliver the work be easily trained or must it be performed by someone with defined competencies and capabilities? | Work can be performed by a new resource with training or cross training | Aspects of the work can be trained but a degree of capability or competency is required | Successful delivery of the work requires not only competency capabilities that are developed over a period of time and cannot be formally trained |
| E. What is the nature of stakeholder collaboration? | ||||
| 16. Internal stakeholders vs. external stakeholders | Who are the customers (employees, customers, suppliers, etc.) who benefit from the work? | The output of the work supports the needs and requirements of internal enterprise customers or stakeholders | The output of the work supports the needs and requirements of both internal and external stakeholders | The output of the work supports the needs and requirements of stakeholders external to the enterprise external stakeholders (such as customers, suppliers) |
| 17. Sharing vs. brainstorming | What is the nature of communication interactions with stakeholders? | Stakeholder interactions entails purely information exchange (which includes data, facts, and basic listening | Stakeholder interactions have a mix of both information exchange and co-thinking. Some interactions are for information exchange, some are purely brainstorming, while some involve mix of two in the same interaction | Stakeholder interactions entails co-thinking, brainstorming and/or joint problem solving |
| 18. Predictable vs. unpredictable | What is the predictability of stakeholder interactions? | The stakeholder group and the nature of interaction is well-known, and the worker can assess the flow and outcome of the interaction with high degree of accuracy | There is moderate predictability in terms of the stakeholder group or the nature of interaction | The stakeholder group or the nature of interaction is new or keeps changing and the worker cannot assess the flow and outcome of the interaction with high degree of accuracy |
| F. Where will the work be performed? | ||||
| 19. Location-agnostic vs. location-specific | Is the conduct of the work dependent upon location proximity? Note: this is about physical location, not time zone or language factors | There is no location dependency; work can be executed from any location | Some portion of the work is location-agnostic | Work must be executed in specific locations due to reasons related to regulatory requirements, resource availability or need for collaboration |
| G. How can the outcome/success be measured? | ||||
| 20. Tangible vs. intangible | Is performance measurable? | Success of the work can be measured using defined metrics | Measurement of success involves combination of metrics as well as subjective feedback | Success of the work is based subjective assessment/feedback by the stakeholder consuming the service |
| H. What is the context in which the work is delivered? | ||||
| 21. Low context vs. high context | Does completing the work require an understanding of the context: environment or the rationale for action (corporate or domain)? | Work requires minimal to no understanding about the business environment, or internal/ external conditions in which it is delivered | Part of the work requires an understanding of the business environment or organizational context | An understanding of the business environment and/or organization is critical to deliver the work effectively; the context is dynamic, and the worker must be current on changing needs |
| 22. Regulated vs. unregulated | Is the work subject to regulatory control and review? | The work environment is controlled by external regulatory bodies and is subject to external reviews | A portion of the work is regulated | The work is unregulated; there are no restrictions from a regulatory standpoint |
| 23. Integrated technology vs. fragmented technology | How integrated or fragmented (e.g., multiple ERP instances) is the underlying technology landscape required to deliver the work? | The work is delivered through an integrated, modern technology environment | The work is delivered through a combination of legacy and modern IT applications | The work is delivered through a highly fragmented technology landscape, primarily a combination of multiple legacy systems and applications |
| 24. Exemplary vs. normal privacy and security standards | What levels of data security and privacy is the conduct of the work subjected to? | Strict data and security requirements are driven by industry and/or governmental entities across all aspects of the work | Some aspects of the underlying processes have more specific than usual requirements | There are no extraordinary requirements for data security and privacy |
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