Index Card Assignment for QUEST day due next Monday: Attend at least one of the following three multi-paper panels on Quest day:
- Papers in Communication Studies and History (8:45am-10:15am Lanigan 104)
- Ethical Responsibilities and the Roles in Media (12:30pm-1:30pm Lanigan 106a) (details of this presentation available at PanelOnEthicalResponsibilitiesAndTheRolesInMedia)
- Communities as Media-Use Ecologies (1:45pm-3:00pm Lanigan 106a) (details of this presentation available at PanelOfCommunitiesAndMediaUse)
For that panel, on one side of an index card, write down the name of two of the presentations you listened to and, for each, one question you might ask the presenter.
More information on Quest day can be found at http://www.oswego.edu/~ctrteach/quest/quest.html
Note: Wednesday is Quest day. This class does not meet.
Dialectics of Control
- Dialectics of Control
- Let's consider a purchasing dept.
- Head of operations
- A set of media
- Forms (Requisitions, Purchase orders, and others
- Formal bid requests
- Direct Interaction
- And more
- And an office layout:
- The department executes a formal process
- Requisitions from client departments
- Bids from suppliers
- Bid analysis and supplier selection
- Finalized transactions with supplier (purchase orders)
- Process varies by price
- < $200 by department (petty cash)
- < $5000 by phone bid
- < $200,000 by written bid
- > $200,000 by published requisition
- < $10,000 approved by operations manager
- < $50,000 approved by director
- > $50,000 approved by V.P.
- As a formalized system, it was known to be very inefficient
- There are several relationships here
- Not just boss to employee
- A status hierarchy of head complement relationships
- Director -> head of operations -> agents -> technicians -> typists
- Director -> secretary -> all
- Client departments -> purchasing -> suppliers
- All of this structure is about control
- Minimizing unnecessary expenditures
- Getting the best prices
- Asserting status
- Asserting control
- We have, in effect, a dialectic of control
- The customer controls purchasing
- Purchasing controls the customer
- How does this work?
- Forms via internal mail
- Routing within office
- Bid requests and responses
- Final resolutions
- How could it work?
- Without computerization?
- With computers
- Managed workflow
- Computerizing this
- Issue 1: Looking outside the box
- An external set of eyes isn't trapped by existing process
- But resentments are inevitable
- Issue 2: What are you trying to solve
- Improving performance versus cutting bodies
- Issue 3: Implementation and training
- System complexity
- People create shortcuts and they need ways to make them
- Issue 4: Integrating the existing process
- Supplier reference materials, for instance
- Hard copy was supposed to go away in a "paperless office". It didn't
- Rebuilding the supplier database.
- Existing job descriptions
- Invoking the union
- Issue 4: Measuring success
- Treating service organizations as profit centers
- How do you measure productivity?
- And what was the real problem, anyway?
|| -- Last edited September 18, 2015 |
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