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題名:後現代情境對組織結構之影響:以客服產業為例
作者:鄧盈嘉
作者(外文):Ying-chia Teng
校院名稱:國立中正大學
系所名稱:企業管理所
指導教授:邱柏松,艾昌瑞
學位類別:博士
出版日期:2004
主題關鍵詞:後現代主義紮根理論後現代情境後現代組織理論組織結構postmodern conditiongrounded theorypostmodernorganizational theoryorganizational structure
原始連結:連回原系統網址new window
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學者對於組織結構的定義,主要還是任務與職權關係的正式系統,組織結構將控制成員在達成組織目標的過程中,學習合作和使用組織的資源,因此,組織結構的主要目的之一在於控制。然而組織的外部環境變得趨向後現代主義風格時,傳統的組織結構也必須隨之變革,以便彈性地適應外部環境。即使不在同一的地點,也能夠彼此在網路的虛擬空間一起工作,這時候的組織應該採用不一樣的結構,也就是後現代主義觀點的組織結構。
後現代主義主張混沌不清的現象,是一種對不確定性、弔詭的頌揚。後現代主義的內涵也包括受到資訊社會興起之後帶來的後工業主義,及消費主義的成長與後冷戰的自由民主精神所影響。本研究認為組織必須對所處的環境抱持懷疑的態度,不再一味的接受,以創新、富想像力的思維,彈性變化的結構型態,迎接各種的不穩定的當代現象。
在這樣充滿不確定的年代裡,組織應該如何因應?後現代的組織結構應該是甚麼樣子才能適當的因應此類情境?本研究是一份質性研究,經過大量的文獻與紮根理論,並使用深度訪談收集資料整理提出十項命題,研究後現代情境下的客服產業之組織結構。
本研究發現企業必須邀請客戶和供應商成為企業的一份子,這樣客戶就可以追蹤他們的訂單的進度,必須在某些程度上讓顧客有參與、自助的機會,因此必須保留一塊「互動可見區」,讓顧客可以與客服公司互動,並且在此區域內完成各種客服工作。而且當新的溝通科技激發人們產生新點子的潛力時,有才能的員工會變得更有價值,這些員工是日漸分散的、流動的,越來越不容易定著在一家公司,因此管理人才的工作將變得越來越困難。
為了掌握企業的競爭力以及商機,後現代組織結構設計必須儘可能扁平化行政結構,並將決策權確實落實至第一線的員工,俾便有效掌握市場的動態,就像是黏土般的組織結構一樣;提供快速的服務以及即時生產的供應能力,必須將工作與活動做徹底的分工與整合;企業之存貨制度必須善用資訊科技的力量,改變成即時處理的方式;依賴資訊的整合,擴大不同利益群體間的合作網路關係。
因為企業不再被認為只有一種合適的組織結構,在企業內部的不同部門、不同地域的組織結構,可以都不再是統一的模式,而是根據具體環境及組織目標來構建不同的組織結構,同一個組織內部的單位不同,可能有不同的組織結構。職等、位階、組織圖等工具,依舊能夠對組織成員產生說明的作用,甚至激勵成員產生更好的表現以獲得拔擢,所以階層本身即存在了高度的矛盾性,一方面從客服產業中發現盡可能減少階層的存在,一方面卻又不得不利用階層協助組織運作。所以,本研究發現組織可以採用企業民主的精神,以獲得更好的經營績效。
The academic definition of organizational structure is mainly about the formal relation between task and authority. Organizational structure controls members’ collaboration learning and resources usage in the process of achieving objectives. Thus, the main purpose of organizational structure is control. Nowadays, with the power of information technology, multinational companies can operate and communicate among several countries with the help of internet. With the external environment of organization becoming postmodern, the traditional organizational structure should be restructuring to adapt to the changing environment.
The chaos, unclear phenomenon comes from the glory of postmodernism to the uncertainty and paradox. Postmodernism was affected by post-industrialism after the development of information technology, the development of consumerism, and the freedom and democratic spirit in the Post Cold War. This research states that organizations should rethink and not just accept the contemporary environment. Organizations should face the unstable contemporary phenomenon with innovation, creativity, imagination and flexible structure.
In these uncertain years, how should an organization act? What should the organization structure be? This research is a qualitative research through Grounded Theory and in-depth interview, summarizes ten propositions from massive documents, discussion and research, we present the organizational structure of call center industry in postmodern environment.
The conclusion detects that an enterprise must to invite clients and suppliers being the whole, they can trace their orders for goods and services. There are the opportunities to give clients’ way to involve, doing by themselves, it is must to hold back a place of tangible interactive zone and have completed various customer services. When new communicative technology inspire potential for new ideas of people, they with talent for company are very valuable. Those people will be dispersing, floating; it is hardly stable at a company. So, it is much more difficult to manage those talents.
In order to grasp the competency and opportunity, the design of postmodern organizational structure have to as far as possible to be flat administration, empower the first-line staffs, like clay to redeploy for the dynamic market. The corporation working together about their works and activities from A to Z, will supply speedy service and production immediately. They must properly use the power of informational technology, just in time to cope with tasks. To intergrate information for enlargement collaboration network within stakeholders.
Not only one suitable structure to one organization, the different departments in each area, could be any more unification. According to real environment and goals of organization building diversed structure, different unit has different style. The grade, rank, organizational chart, and so on, still have the explainable effects, to motivate employees having higher performance to be promoted. In other words, the hierarchy has a highly contradiction. The result of this research finds that we could cut down the levels, but we also need hierarchy helping operation. Finally, the research suggests top manager to embrace the business democracy to obtain a better performance.
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