People: leading the hybrid team|INEMA.CLUB-PRO

Lesson 2 · 18 min

What stays with people

Hora came on board and no one told Juliana what was changing for her. She found out on her own: the easy questions vanished from her queue, the hard ones stayed. Splitting the work is a management decision, made beforehand, task by task, with the reason written down. In this lesson you decide what stays with the person, what goes to the agent, and what both do together.

Start the lesson
Two colleagues arrange blank colored sticky notes into three columns on a glass board in the meeting room.

In this lesson you will

  1. 1List the tasks the way the person really works
  2. 2The four questions that decide the column
  3. 3Design the "both together": who prepares, who decides
  4. 4Decide where the freed-up time goes, without promising savings

Goal: decide, task by task, what stays with the person, what goes to the agent, and what both do together, with the reason written down.

01One task, four questions

Each task goes through the questions in order. The first one you answer "yes" to decides the column. Click each step.

Click each block in the diagram to see what it does.

Order of the questions: INEMA recommendation. The healthcare, legal and accounting examples come from the AI Management Area (§02). Horizonte's figures: fictional study policy.

02From list to matrix

Four steps. The matrix for Patrícia's team is practice; the one for your team is the one that counts.

1. List how work is done

The job description says "customer service." The person's day has twenty different tasks, some that nobody knows they do. List them with the person, looking at one real week.

For each task, note who does it today and how often. This list, not the org chart, is what the matrix divides.

At Horizonte (fictional study company)Juliana listed 9 tasks; Patrícia didn't even know about three of them, such as retyping into the tracking spreadsheet the orders the order app already records.

03Template to copy: task × person × agent matrix

One row per task. Paste it into a spreadsheet. The next tab shows Patrícia's team's matrix.

Task × person × agent matrix
WORK-SPLIT MATRIX · team <name> · version <1.0> · <date> · owner: <name>
Key: P = stays with the person · 2 = both (agent prepares, person decides) · A = agent · S = goes away

| Task (verb + object) | Who does it today | Frequency | Question that decided it | Column | For "2": the agent delivers... / who decides · deadline | What changes for the person |
|---|---|---|---|---|---|---|
| <retype order into the spreadsheet> | <name> | <daily> | goes away? yes: the system already logs it | S | - | <stops doing it> |
| <upset customer about a delay> | <name> | <weekly> | relationship | P | - | <keeps it; gains time for it> |
| <approve a discount above X%> | <name> | <...> | someone answers | 2 | <request with history> / <name> · <deadline> | <decides with a ready package> |
| <catalog question> | <name> | <dozens per day> | rule and volume | A | - | <leaves their queue> |

WHERE THE FREED-UP TIME GOES (decided, not promised):
<name>: <new or expanded task> · agreed with the person on <date>
RULE: no approve, sign or register task goes in column A.
Prompt · review the matrix
You review the work split between people and AI agents on a
team. Do not rewrite the matrix and do not decide: point out risks.

1. List tasks in column A (agent) that involve approving, signing,
   registering, money or personal data.
2. List tasks in column 2 (both) with no name for who decides or no deadline.
3. Point out tasks that seem to exist only out of habit (candidates for S).
4. Point out any sentence that sounds like a promise about a job or role.

Answer in bullet points, citing the line.

Matrix:
"""<paste here>"""
Simulation: illustrative example

Matriz de divisão · comercial · v1.0 · Horizonte, fictional study company · owner: Patrícia

  • Retyping the app's orders into the spreadsheet · Juliana · S (the app already records them).
  • Catalog questions and delivery times · Juliana · A (Hora), with a weekly sample.
  • Order from a registered customer up to R$ 5,000 · salespeople · A (Hora), list price.
  • Discount from 5% to 10% · 2 · Hora prepares with history / Patrícia approves on the spot.
  • Order above R$ 5,000 · 2 · Hora prepares / Patrícia approves within 2 business hours.
  • New customer registration · 2 · Hora collects data and CNPJ / Juliana checks and registers.
  • Proposal for a large customer · 2 · draft in the company's AI, without the whole spreadsheet / salesperson reviews and sends.
  • Customer angry about a delay · P · Juliana.
  • Visit and negotiation with a large customer · P · salespeople and Patrícia.
  • Train the junior hire who starts in November · P · Sandra (lesson 4).

Time freed: Juliana moves to checking registrations and the exception queue with Patrícia (agreed on 10/22). Salespeople: more visits.

04Practice

Split the work of Patrícia's team; then your own team's, together with them.

1 · Patrícia's team matrix

25 min

Use Hora's setup and the lab's internal survey to list the commercial team's work (Juliana, salespeople, Patrícia). Run each task through the four questions and fill in the matrix. Run the review prompt and fix whatever makes sense.

Done when: the matrix has at least 10 tasks, uses all four columns (S, P, 2 and A), every row has its reason, every "2" task has who decides and a deadline, no task of approving, signing or registering is in column A, and the destination of Juliana's time is written down.

2 · Your team's matrix

40 min

Pick one person on your team and list with them the tasks of one real week. Build the matrix. Show it to them and write down what they corrected.

Done when: the matrix has at least 8 tasks, each with a column and a reason, the person has read it, at least one change was made because of what they said, and what to do with the freed-up time was agreed with them, not promised.

Lab pieces: WhatsApp agent (Hora) and internal survey.

05Quick test

4 questions. The explanation appears after your attempt.

Question 1 of 4

New customer registration, at Horizonte. Which column?

06Summary

Task list for the dayTasks the way the person works, listed with them.
Four questionsDrop it? Relationship? Someone answers for it? Rule and volume?
BothThe agent prepares; a named person decides, with a deadline.
Time decidedFreed-up capacity has an agreed destination, not a promise.

Going further

AI Management Area: the thesis (accounting, legal, health)G2 · Processes: a process is not sacredG3 · Agents: the authority limit for each action
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