| Tekijä: | Quinn, J. B. Paquette, P. C. |
| Otsikko: | Technology in services: creating organizational revolutions |
| Lehti: | Sloan Management Review
1990 : WINTER, VOL. 31:2, p. 67-78 |
| Asiasana: | SERVICE INDUSTRIES TECHNOLOGY ORGANIZATIONAL DESIGN ORGANIZATIONAL STRUCTURE MANAGEMENT CUSTOMERS |
| Kieli: | eng |
| Tiivistelmä: | Based on an analysis of databases, a series of case studies, and numerous interviews a number of radically new organizational forms are identified. Two concepts, management at the micro-level and increased empowerment at the customer contact point, are examined in detail. It is shown how in their efforts to gain the benefits of these two concepts service companies have developed strikingly new, and more effective organizational modes: inverting the organization, making "infinitely flat" organization and "spider's webb" organization etc. Some ways of destruction of bureaucracies, leveraging and keeping key people, managing technologies and attitudes are described and their roles in creative management are highlighted. |
SCIMA