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Consortium for Service Innovation

Work Profiles

Work Profiles

In experiences with Member companies, creating Work Profiles is far easier than creating People Profiles since most of these details already exist in a CRM tool or other issue tracking software. Organizations have a good sense of their products, the features and functions of those products, and of associated data elements used to categorize them. What is different is thinking about all the attributes of the work that will help make the most relevant connections between that work and people available to take it.  

Work Profile: A collection of the attributes of the work request itself. Screen Shot 2022-03-09 at 10.38.18 AM.png

Every organization will have different work profiles since they are specific to the products of that company.

Work Profiles in Action

Morning Coffee Example

Back to the café: we need to document the possible 'work' items and a profile of a specific work request. Let's think about the menu and a customer order. The menu would be a database (tables in a CRM) that have all the data elements available.


The Work Request from the customer combines both items from the Work Profile and from the External People Profile. In this example, our customer Rachel places an order for a medium vanilla latte.

Screen Shot 2022-03-09 at 10.33.53 AM.png

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