Tactics to Make Your Business a Networked Organization, Part 3

Meanwhile, human resources is focused on job descriptions. These multiple roles make it a struggle to write job descriptions these days. There's a built-in conflict where people tend to take on the roles they're most suited for — regardless of their job titles.

What happens when you're playing three or four roles? You're evaluated and paid for one job. This happens in business units as well. In a call center, for example, the compensation system typically pays for the job of providing information to customers who ask questions. However, there are at least three other roles that call-center employees play: