Session 14A - Technical Systems Part 2 Fall 2009 - Instructor

Session 14A - Technical Systems Part 2 Fall 2009 - Instructor

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IOE 421 Work Organizations IOE 421 Work Organizations Session 14A Technical Systems Analysis (Part 02) October 23, 2009
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IOE 421 Work Organizations Our Content Today Lecture – Technical Systems Analysis, Part 02: Service Organization Technical Systems: Mills / Margulies Service Typology Schmenner Service Matrix Kano Customer Service Satisfaction Model Service vs. Manufacturing Systems Comparison Sociotechnical Systems Model In Class Case Analysis Discussion – Olsen Locker Plant Next Class Assignments and Midterm Exam Groundrules
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IOE 421 Work Organizations Modified Nadler-Tushman Open-Systems Model Technical Systems Human Resources • Selection • Roles • Personal Dynamics • Employee Needs Formal Organization Structure • Vertical • Horizontal • Standard Operating Procedures • Formal Reward System Informal Organization • Culture • Politics • Inter- departmental Relations • Organization Level • Department Level • Individual Level • Information Systems Internal Inputs Outputs Positive and Negative Feedback Stake Holders Boundary Supply Chain Competitors Market Technology Change External
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IOE 421 Work Organizations Modified Nadler-Tushman Open-Systems Model Technical Systems • Organization Level • Department Level • Individual Level • Information Systems Boundary
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IOE 421 Work Organizations General Systems Model for Service Organizations
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IOE 421 Work Organizations Mills and Margulies Typology – Service Mills and Margulies Typology of Service Organizations Maintenance - Interactive (M-I) Cosmetic relationship between employee and client in order to maintain / sustain the relationship Example: banks, insurance providers Task - Interactive (T-I) Concentrated interaction between employee and client where the focus is on the task to be performed Example: advertising, engineering Personal - Interactive (P-I) The interaction focuses on the improvement of the client’s direct intrinsic and intimate well-being Example: schools, professionals (doctors, lawyers, counseling, etc.)
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IOE 421 Work Organizations Dimensions Maintenance - Interactive Task - Interactive Personal - Interactive 1) Information a) Information quantity Low Moderate High b) Information quality High Moderate Low c) Confidentiality Low Moderate High 2) Decision a) Employee decisions Simple Complex Complex b) Importance Low Moderate High c) Feedback (client) Immediate Slow Slow 3) Time a) Interface duration Brief Moderate High b) Total direct contact High Moderate High 4) Transferability a) Employee substitutability High Moderate Low Mills and Margulies Typology – Service
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IOE 421 Work Organizations Dimensions Maintenance - Interactive Task - Interactive Personal - Interactive 5) Problem Awareness a) Client knowledge about problem High Moderate Low b) Client ability to evaluate High Moderate Low c) Client expectation vs. capability High
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This note was uploaded on 04/05/2010 for the course IOE 421 taught by Professor Santer during the Spring '10 term at University of Michigan.

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Session 14A - Technical Systems Part 2 Fall 2009 - Instructor

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