In a Shamrock Organisation, which category includes customers doing part of the work, for example making online bookings?

• A. Self Employed - Provide expertise at certain times
• B. Contingent - Temporary Staff/When needed, Flex to demand
• C. Professional - Permanent/Core Competence
• D. Consumers - Customers doing part of the work

Answer: (D)

In Handy’s Shamrock model, part of the work is done by customers themselves, who participate in the service delivery. This third leaf represents consumers who co-create value by doing tasks that were previously handled entirely by the organization, such as making online bookings.

So the best category is Consumers, because it specifically accounts for customers taking part in the work. The other terms describe types of workers (self-employed individuals providing expertise at times, contingent staff hired as needed, or permanent core professionals) rather than customers contributing to the process.