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| Author: | Taylor, T. O. Friedman, D. J. Couture, D. |
| Title: | Operating without supervisors : an experiment. *MOUNTAIN BELL |
| Journal: | Organizational Dynamics
1987 : WINTER, VOL. 15:3, p. 26-38 |
| Index terms: | SUPERVISION WORKER PARTICIPATION TELECOMMUNICATIONS INDUSTRY |
| Language: | eng |
| Abstract: | From early 1983 to late 1985 at the Hotel Billing Information System /HOBIS/ 100 telephone operators, working under a single second level manager, supervised virtually all aspects of daily operations. The experiment was initiated by a district manager. The operators and the union leaders agreed. The overall goal was to establish a successful, self-managed office, characterized by effective communication, satisfactory working conditions, teamwork and participation. The lessons from the experiment and the principal results are summarized. HOBIS experienced lower absenteeism, fewer grievances, and fewer customer complaints than similar services had. Employees could perform many traditional management duties. Cost reductions were offset by meetings. |
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