The Customer Orientated Bureaucracy

The needs of customers may sometimes be conflicting (for example, managers want production results and longer working hours whereas employees want more time off and focus on work/life balance).

When the framers of the Constitution developed our government, they gave Congress the authority to create the departments necessary to carry out the day-to-day responsibilities of governing - the federal bureaucracy. The vast majority of the departments, agencies, and commissions that make up the federal bureaucracy today were created by Congress through legislative acts. Congress is unable to act in a bubble though, due to the nature of the system’s built-in checks and balances, Congress must first get the president’s “buy off” which is represented by his signature. Although Congress has the authority to create these agencies (with the president’s agreement

Services to consumers of the products and services of the organization would be heightened since the kind of services offered determines whether customers are retained and it is a means of attracting new customers. Workers in the organization would be expected to treat clients with respect and serve them diligently so that they feel welcome. Workers who are directly interacting with clients would have a set code of conduct that would guide their actions. Mishandling customers inappropriately would be subject to penalties.

The fifth narrative “Street-Level Bureaucracy: The Critical Role of Street-Level Bureaucrats written by Michael Lipsky in 1980 whose ideas can be observed in the Reforming the Government School of though. The reading analyzed the significance of the actions of public workers to determine discretionary judgement when delivering services to the public. Government workers are the face of the government and the representation of the conditions of policy to the people. The problem that government workers face is the constant changed in policies and procedures that tend to directly affect the demands of citizens and services. Lipsky argued, “They are constantly torn by the demands of service recipients to improve effectiveness and responsiveness to improve effectiveness and responsiveness and by the demands of citizen groups to improve the efficacy and efficiency of government services” (p. 402). The function of government workers is usually questioned by citizens since they feel that any decision of street-level bureaucrats scan affect the stability of the people’s lives. In addition to the problems in relationships with clients, the increased in administrative cost for the government’s services was questioned and placed under scrutiny.

There are six (6) competencies that every result driven employee must obtain in order to meet organizational goals and customer expectations. They are: accountability, customer service, decisiveness, entrepreneurship, problem solving and technical credibility. Accountability is one’s ability to hold her and other accountable for noticeable supremacy, profitable results in a timely matter. To be successful at accountability one must set priorities, establish objectives, delegate work, admit when one makes an oversight, obeys with company guidelines. Customer service is a requirement for internal and external customers; one must anticipate and meet both their needs while delivering high-quality merchandise and assistances. A continuous improvement is a requirement for customer service. Decisiveness will help one make an effective and educated, but timely decision regardless of the amount of data available or if one’s decision has unfavorable consequences. Distinguishes the possible impact and implications of one’s choices. Entrepreneurship will assist with a successful future with the organization by pinpointing new opportunities. Assistances with building the organization by developing or improving existing merchandise or services. Entrepreneurship will take computed possibilities to achieve organizational objectives. Problem solving will assist in identifying and analyzing possible problems, calculate and produce alternative results, consider the significance and

There can be an overlap in practice across some of these roles. The Ulrich model has been extremely popular in the UK and US over the last nineteen years. “The aim of the business partner model is to help HR professionals integrate more thoroughly into business processes and to align their day-today work with business outcomes” (Brockbank and Ulrich, 2008)

Federal bureaucrats can slow down or stall a president’s agenda by claiming lack of knowledge or by using interests groups. Bureau chiefs can claim they do not have enough information to make a decision, especially a decision involving other bureaus. By doing this, they are claiming then need more time to investigate, which slows the president’s policies. By using interest groups, bureaucrats can go through Congress. This interest groups plead to their Senators and House reps, which takes longer to have the president’s policies in place by law. They can also sabotage a president’s agenda by leaking unauthorized information. This reduces the president’s credibility and forces people to think about the effect of the new information on the policies. Bureaucrats would do these things, because they support their burea more than the president. These bureaucrats “sincerely believe in their bureau’s purpose and feel they must protect its jurisdiction, programs, and budget at all costs”(Heclo 275). Presidents and administrations chance, but the bureaus stay and bureaucrats try to stand in its best standings.

I will explain, with related examples, why HR professionals are required to manage themselves, groups and teams, manage upwards and across the

This way of analysis will find out the real view of the customers’ needs and will guide the HR professional to balance several perspective and determining which get priority. “For instance, managers may value high levels of production and long work hours whereas employees may value more time off and a focus on work/life needs. Effective HR customer service will work with both groups to find the right balance” Leigh Richards (2012), eHow Contributor.

The word “bureaucracy” has a negative connotation to many people. The fact is that our current system of government would not be able to survive without bureaucracies. The bureaucracy has become the “fourth branch” of the government, it has quasi-legislative and judicial powers and in it’s own field its authority is rarely challenged. The presence of these large, inefficient structures is necessary if the American people want to continue receiving the benefits that they expect.

Americans depend on government bureaucracies to accomplish most of what we expect from government, and we are oftentimes critical of a bureaucracy’s handling of its responsibilities. Bureaucracy is essential for carrying out the tasks of government. As government bureaucracies grew in the twentieth century, new management techniques sought to promote greater efficiency. The reorganization of the government to create the Department of Homeland Security and the Bush administration’s simultaneous push to contract out jobs to private employers raises the question as to whether the government or the private sector can best manage our national security. Ironically, the criticism of the bureaucracy may be a product

Bureaucracy was one of the most popular theories developed and is used in some modern organisations such as the NHS and the Police. Through the years bureaucracy has developed a bad reputation for de-humanizing jobs (Grey, 30) “In the ideal-type, people are no more than parts in a well-oiled machine –devoid of passion, prejudice and personality”, although some people prefer this structure (Handy, 22) “No one, it seems, approves of bureaucracy except, interestingly, lots of people in organisations who like to know where they stand.”

Abstract: The theory of bureaucracy was proposed and published by Marx Weber (1947). Although there are some studies on this perspective were discussed before him, those theories did not form as systematic theory. After Weber, the issue of bureaucracy becomes a hot topic in the field of social organization. Almost all well-known scholars such as Martin and Henri have published their views on it. Bureaucracy adapted as the traditional organizational model during industrial society, essentially, bureaucracy could exist rational. This essay firstly will review the principle of bureaucracy in organization based on organizational design perspective. Secondly, it will analyze the strengths and weakness of

approach (Armstrong, 2003, pp. 217-230). According to both of these theories ‘people only work for

In Chapter 1, “The Crisis That Will Not Go Away”, the authors reference the idea of the division of labor, which was a traditional notion centered on areas of expertise. This was referred to as the “Classical Organizational Theory”, but Hammer and Champy argue that this no longer effective. Traditionally, when this classical theory came about, goods were scarce and there were few competitors, so it was easy to gain customer satisfaction. Since the classical theory came about, many things have changed. In more recent years, customers better understand the products/services available on the market, and are more aware of reasonable quality and