The Customer Orientated Bureaucracy - 2276 Words

Introduction Customer Oriented Bureaucracy (COB) is an amalgamation of the two conflicting images of service work these being new service management (NSM) which suggests a win:win:win relationship between customers, employees and employers against the more negative aspect of service work brought forward by Ritzer which suggests that service work has become McDonaldised and is fake, demeaning and highly routinised. The original ideas were seen by Korczynski as being half right yet had their downfalls. The main flaw in the NSM was their use of the satisfaction mirror. This stated that the interests of the frontline worker were the same as the customer. This was conceptually flawed as research showed that employees want more pay and†¦show more content†¦It is important to recognise here that if examples like the ones above do occur that the HRM role becomes especially important. Managers will find it useful to know that these HR workers need to be able to use their range of skills to co pe with the tensions that occur in trying to be dual-focused. I believe this is already shown in my retail situation. The canteen is seen as a place where tensions can be released away from customers and there was also recognition and praise given for good work. Basis of Division of Labour This dimension is seen in two different lights, originally Ritzer saw this as being about the efficiency of a process and in recent times the NSM have stated that it is more to do with creating and maintaining a customer relationship. The COB believes there are dual bases of the division of labour, these being that of efficient task completion and the customer relationship. There are in the retail sector clear cases where these dual bases are present. The fact that in Safeway staff had to wear name badges was a form of trying to create a customer relationship. It took minimal effort yet could put customers at ease and make the workers more approachable. The end result of thisShow MoreRelatedOrganisational Structure Impacts on Other Areas of the Business Environment Such as Communication Flow, Project Management and Relationships with Customers638 Words   |  3 PagesCompete (Market) Culture – Goal orientated, highly driven and motivated by winning teams/individuals. High-risk taking, fast paced and demanding environment, unlimited working hours. Concentrating on immediate, accountable results. Highly competitive, stressful but rewarding for the employees (sales, advertising) * Control (Hierarchy) Culture – Highly formal, predictable and structured environment, govern by set of rules and procedures. High level of bureaucracy and regulations provides stabilityRead More McDonaldization Essay1735 Words   |  7 Pagesprinciples of the fast-food restaurant are coming to dominate more and more sectors of society†. This concept originally stems from the concept of bureaucracy, which was a type of organisational structure that aimed to rationalise and standardise its products and services and the processes it took to produce them. McDonaldization differs somewhat from bureaucracy as it concerns itself with its five main points: Efficiency, Calculatability, Predictability and Control. For the emphasis to be on these pointsRead MoreMass Service Customization Creates Opportunities For Firms Essay1521 Words   |  7 Pagesopportunities for firms to provide products and services to serve unique customer needs while maintaining the efficiency of near mass production (Jiao, Ma, Tseng, 2003). With mass production, economies of scale are generated with the continuous production of similar, standardized products; however, a consequence of mass production is the limitation of customer choice. No longer are customers satisfied with mass production, customers want tailored products individualized to their demands. Mass customizationRead MoreCompany Restructure Summary Essay example1714 Words   |  7 Pagesincrease in working efficiencies, greater workforce satisfaction, reduced turnovers and improved communications can be the effects of an organizational restructuring. †¢ Findings The Company has been overwhelmed by management setback, mixture of bureaucracy, corruption, poor business decisions and ineffective strategies. MITEL is one of the largest telecommunications companies in Nigeria. Since the deregulation of telecommunication industry, MITEL has witnessed a decline organizational growth and performanceRead MoreUnlocking Mandatory Intercourse : Human Resources Management1574 Words   |  7 Pages(1992), Bridgman, Garcia-Lorenzo McKenna (2010) and Bardon, Josserand Villeseche (2012). In section two, I proceed to examine Knights Roberts’ (1982) notion of managing human resources in the bureaucratic era and compare this to the way post-bureaucracy has shifted management to a contemporary, high trust process as assessed by Walton (1985) and Bridgman, Garcia-Lorenzo McKenna (2010). Lastly in section three, I assess the key changes that have occurred in the way human resources are managedRead MoreLeadership Styles1063 Words   |  5 Pagesis moti vated and willing to keep up the brand name by offering excellent services to their customers. Since Virgin is in the long-haul market and is operating in different countries the organizational structure is more of a ‘Divisional Structure’, as the company is geographically mapped and is Customer Orientated. Whereas O’Leary’s Ryanair could be classified to be using the Classical Approach of Bureaucracy (Max Weber 1947), Weber states that a bureaucratic organisation is technically the most efficientRead MoreThe Unwinding Response Paper1220 Words   |  5 Pagesthe  most influential  changes to politics came  from Newt Gingrich, who in the late 1970’s  created a power language. Gingrich paved the way for how politicians should win debates, â€Å"If you discussed your opponent with words like  betray bizarre bosses bureaucracy cheat corrupt crisis...you had him on the defensive, and if you described your side with  change children choice/ choose†¦you had already won the argument.† (Packer, 23).   Gingrich socialized politics by hyperbolizing the argument and disregardingRead MoreMcdonaldization Essay1755 Words   |  8 Pagesprinciples of the fast-food restaurant are coming to dominate more and more sectors of society. This concept originally stems from the concept of bureaucracy, which was a type of organisational structure that aimed to rationalise and standardise its products and services and the processes it took to produce them. McDonaldization differs somewhat from bureaucracy as it concerns itself with its five main points: Efficiency, Calculatability, Predictability and Control. For the emphasis to be on theseRead MoreOrganizational Culture And Performance By Kotter And Heskett1774 Words   |  8 Pagesof something happening, coincided with its final outcome and the cost or benefit achieved. These enforce how culture can be an asset to an organisation as they are given the opportunity to gain a competitive advantage, attend more specifically to customer needs and evolve as an organisation. This type of culture is exploited within an organisation such as Facebook. Facebook has been thriving since its establishment and is now the global platform for 400 million users in every country on earth. ZuckerbergRead MoreThe Bureaucratic Approaches Of Leadership1525 Words   |  7 Pagespositive transformational approaches such as inventiveness; self-sacrifice, mediation and authoritativeness are all common acros s all cultures. Universally recognized leadership styles across all cultures include; charismatic/value-based, team – orientated, humane and participative leadership. All leadership styles used must take into account all cultural differences and values. The intent of the GLOBE project is to explore the cultural values and practices throughout a wide variety of countries,