Last, but definitely not least, is the Hands-on Gal. Who is actually an undercover sales person that spends most of her time with clients, delivering quality services. As she is always out in the field, she finds herself constantly forced to chase down information from the company office. Most often having to call someone who then refers her to someone else. Who may or may not have the information she’s looking for in some old email.
The Hands-on Gal is stuck in the “Operational Layer”, completely disconnected from any company system or process.