Fingerprinting dimensions Dimension description Rating 1 Rating 3 Rating 5
1. What is the work?
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
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
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
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
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
2. How is the work done?
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
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
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
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
3. When does it need to be done?
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
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
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
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
4. Who does the work?
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
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
5. What is the nature of stakeholder collaboration?
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)
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
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
6. Where will the work be performed?
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
7. How can the outcome/success be measured?
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
8. What is the context in which the work is delivered?
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
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
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
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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