Front back (front office / back office) model
Splits customer facing front units from standardized back office delivery, with a seam of service agreements, decision rights, and shared incentives, but does not ask whether the back office should be agent run.
1990s
The directory records no single author. The mark reflects that.
Umbrex, Front back (front office / back office) model
The directory entry this score was read from. Umbrex is a consultancy network; its summary is the reference, not a primary source.
Scored against the twelve cells, it loads four: Structure, Authority, Coordination, and Incentives. The other eight it leaves to you. None of Composition, Evidence, or Mastery is among them, which is the usual result in this directory: the questions an agent in the loop raises first are the ones the literature answers least.
This is not a summary of the framework. Umbrex has one; the link under Sources goes there.
What is the smallest unit that can own a customer outcome end to end?
Which decisions may an agent make alone, and who is able to stop it?
What synchronizes the work when there is no room and half the team is not a person?
What are people paid for once output is no longer the scarce thing?