Based on data regarding corporate mortality, organizations are built to fail: a conclusion critical to managers, employees, stockholders, consultants, customers, vendors, competitors, and therefore all of us who transact with and depend on organizations. Yet, literature about organizational management tends to focus on education and inspiration, and to bristle with optimism about the potential success of applying its wares. Ignored, in virtually all of this literature is the reality that personnel may or may not be qinherentlyq self-interested, but certainly join business organizations in order to serve individual rather than organizational interests. At all levels, therefore, the organization's long-term interest is undermined by the goals of the very members of whom it is comprised--it is built to fail. And through control of its various internal processes and elimination of opposition, the organization pursues self-destructive goals without knowing it.As a result, upward communication tends to exclude the very problems that organizational decision makers need to know and solve. ... For examples of poor customer service, we needna#39;t go far: we have the quick-thinking employees at a health club in Los Angeles who, ... form a claims department; a specialized amplifier repair shop that after four months returned an amplifier to the customer that was notanbsp;...
|Title||:||Corporate Failure by Design|
|Author||:||Jonathan I. Klein|
|Publisher||:||Greenwood Publishing Group - 2000-01-01|