Executive

Frontline Decision Makers

Customer
Someone deciding in the moment with a customer
Context
Responsibility without authority

The Jobs of someone handling a situation the rules did not anticipate.

5 Jobs

  1. 01When what is in front of me is in no rule, I want to decide now, so the customer is not waiting on an answer from elsewhere.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
  2. 02When I must act now, I want to know how far my authority runs, so I am not asking about what I may do or doing what I may not.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
  3. 03When I am where the customer's anger lands, I want to bear it, so it does not follow me home.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
  4. 04When something changes for customers, I want to know before they do, so I am not last to know in my own job.5 Pains · 5 Desired Outcomes · 5 Existing Solutions
  5. 05When I keep things from breaking every day, I want it seen, so I am not invisible where I work.5 Pains · 5 Desired Outcomes · 5 Existing Solutions

The four perspectives are for Pro Members

The Job statements in this Set are open to everyone. Pains, Desired Outcomes, Existing Solutions and Opportunity Gaps live inside the community, for Pro Members.

See Pro Member