Pivotal Job
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A Pivotal Job is a job where outcomes do not plateau (and may accelerate) with increasing skill level.
- Example(s):
- Counter-Example(s):
- a Proficiency Job, such as an Airplane Pilot.
- See: Complex Job.
References
2015
- http://hbr.org/2016/10/automation-will-make-us-rethink-what-a-job-really-is
- QUOTE: Nevertheless, as airlines increasingly pursue competitive advantage by differentiating the customer experience – particularly for premium passengers – flight attendants become a pivotal workforce segment. Often they are only “face of the organization” to most passengers – which suggests that higher levels of performance, particularly when it comes to delivering an experience that truly delights a passenger, can yield significantly greater customer loyalty, as the work of the flight attendant steadily shifts from the transactional to the relational. This is a classic pivotal role: higher performance yields more value.
- QUOTE: Nevertheless, as airlines increasingly pursue competitive advantage by differentiating the customer experience – particularly for premium passengers – flight attendants become a pivotal workforce segment. Often they are only “face of the organization” to most passengers – which suggests that higher levels of performance, particularly when it comes to delivering an experience that truly delights a passenger, can yield significantly greater customer loyalty, as the work of the flight attendant steadily shifts from the transactional to the relational. This is a classic pivotal role: higher performance yields more value.