Governance
Assign ownership, responsibility, accountability, decision rights, and review forums.
What is WSM?
Workforce Service Management explains how organizations govern work.
Every value exchange can be understood as a service. WSM provides the architecture for designing, governing, measuring, improving, and assuring those services across human and agent work.
Core premise
Work happens through service exchange.
Work occurs through services exchanged among employees, teams, managers, contractors, suppliers, customers, technologies, AI agents, institutions, communities, and other interested parties.
WSM asks managers and auditors to examine each workforce service by type, participants, inputs, outputs, ownership, responsibility, evidence, volume, velocity, variance, quality, risk, and value.
Service analysis
The management object is the service.
service typeparticipantsinputsoutputsownershipresponsibilityevidencevolumevelocityvariancequalityriskvalue
Human + agent workforce
Human governance drives agent governance.
HRSM establishes workforce governance. DISM establishes inclusion governance. AISM inherits and operationalizes those requirements inside AI-enabled services.
The objective is effective workforce service delivery that preserves human agency, accountability, equity, accessibility, belonging, and managerial responsibility.
WSM architecture
From standards to operating capability.
Assessment
Evaluate services, controls, evidence, risks, maturity, and gaps.
Evidence
Collect records that show whether services are operating as intended.
Maturity
Describe how reliably the organization can repeat and improve workforce capability.
Audit
Test evidence, controls, findings, nonconformities, and corrective action.
Improvement
Use measures and findings to redesign services and increase capability.
Certification
Separate professional credentials, organizational readiness, validation, assurance, and certification claims.
Assurance
Give stakeholders defensible confidence that workforce services are governed and evidenced.