How can these ideas improve the world of work for workers, customers and organisations?

Research has shown that "staff engagement" is beneficial to an organisation. Engaged people see the value in what they are doing, want to find ways to do it better, and work harder than required to do this, because they care. This is a win/win situation. Leadership, Communication, Autonomy, Individual Control are fundamental pillars of Engagement and lead to "Discretionary Effort" by workers. This is beneficial to the organisation and rewarding for the individual worker. (I don't use reward here as a euphamism for pay.)

However the ability to monitor staff with technology undermines engagement. For instance in call centres management have a range of data at their disposal which are used to manage performance. These include length of call, availability, time to answer, adherence to plan.

"Your call is being monitored for staff training and quality control purposes"

This approach smacks of Taylorist Scientific Management - enabled by modern data collection methods. It ignores the human element - treating staff as resources rather than people. It actively discourages discretionary effort using a computer forecast to draw up a plan, and then rewarding workers for sticking to the plan - "adherence."

How can work be organised and managed on a human scale?

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