SOCA02H3 Chapter : Over the Counter
Document Summary
all organizations hope to make people want to do what the organization needs done. In service-providing organizations, upper-level management must concern itself with the wishes and behavior of service recipients and various groups of workers. organizations that routinized work exert control primarily by closing off choices. even when routines radically constrain choice, organizations still must socialize participants and set up systems of incentives and disincentives to ensure the compliance of workers and customers. mcdonald"s takes routinization to extremes including predetermination of action and transformation of character. at mcdonald"s the routines sharply limit the workers" autonomy without giving them much leverage over customers. The heart of mcdonald"s success is its uniformity and predictability. Its strategy for meeting that challenge draws on scientific management"s most basic tenets: find the one best way to do every task and see that the work is conducted accordingly.
