THE CASE FILE · EXHIBIT K · FULL DOCUMENT

The role

EXHIBIT KJOB POSTING, INTERNAL · JUNEOPERATE

Agent supervisor, receivables

DRAFTED M. ELLERY WITH D. OKAFOR · GRADE AND BAND SET BY HR · POSTED INTERNALLY FIRST · REPORTS TO CONTROLLER

PURPOSE

Ostermill operates one agent in receivables and expects to operate more. This role holds the run-time judgment: watching what the agent decides in production and catching the wrong call before it becomes an event.

WHAT THE ROLE DOES

  1. Reads the random sample weekly, drawn before send, on drafts the reader did not queue.
  2. Owns the six instruments: their thresholds, their calibration dates, and the sentence saying what each threshold is for.
  3. Runs the cumulative scope diff before any accommodation is accepted.
  4. Maintains the graded set. Every incident becomes a case. Every case has an endorsement date.
  5. Runs the quarterly frontline conversation about work being done outside the workflow, and treats the answers as data.
  6. Holds the authority to pause the agent without asking permission first.

WHAT THIS ROLE IS NOT

Not the person who builds the agent. The watcher does not report to the desk that runs the thing being watched.

REQUIRED

Deep knowledge of the underlying work. This is not a monitoring role and cannot be filled by someone who has not done receivables.

RETENTION OF PRACTICE

The post-holder works accounts directly one day a week. This is not a transitional arrangement and does not taper. The judgment this role exercises is the judgment that decays when it stops being used, and there is no other way to keep it.

Margin, M. Ellery: R. Vaughn has been doing most of this for a year without the title, the time, or the authority, and the parts she has not been doing are the parts she has not had time for. This posting is a correction, not an expansion.

Margin, D. Okafor: the one-day-a-week clause is the line HR queried and the one I would defend hardest. Aviation made recurrent manual proficiency mandatory, on a schedule, whether or not anything has gone wrong, and I have not found a closer precedent. This is our version of it and it costs one day in five.

FILED AT · SOURCES

CALENDAR · THE YEAR REVIEW  ·  EXHIBIT INDEX · K  ·  PERSONNEL FILES · HR-1

CF-064 Exhibit K as filed · designed composite