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Author
Woźniak Jacek
Title
O standaryzacji pracy w obsłudze klienta i procesach organizacyjnego uczenia się
The standarisation of client service and processes of organisation learning
Source
Ruch Prawniczy, Ekonomiczny i Socjologiczny, 2006, nr 1, s. 193-204
Keyword
Zarządzanie, Decyzje kierownicze, Kontrola jakości, Otoczenie biznesu
Management, Management decision, Quality control, Business environment
Abstract
Autor analizuje model nakreślony przez Petera Lillranka, który opisuje metody działania organizacji w procesie podejmowania decyzji dotyczących zarządzania i kontroli jakości w sytuacjach niestandardowych, który powstał na bazie badań prowadzonych w różnych warunkach działania przedsiębiorstwa.

Paul Lillrank, in his work The Quality of Standard, Routine and Nonroutine Processes, considers the cause of the gap between approaches to quality control in industry and the services to lie in the difference between standard and non-routine processes. The primary cause of this discrepancy lies in the category of "interpretation", which is used in non-routine processes to signify the use of new criteria (created basing on concrete cases) for classification. Dividing the various kinds of service environments into three categories allows us to see the drawbacks of Lillrank's differentiation. Lillrank's paradigmatic example (qualifying for surgery) is a specific example of a professional service combining management of emotions and management of procedural innovation. The model of three spheres in which services are performed seems to give a better insight into the issue of "interpretation" in the service area, as it enables differentiating interpretation of facts and interpretation of emotions. It enables us to formulate the conditions under which organizational learning takes place, and to show the areas in which the organization refuses to analyse non-routine processes.
Accessibility
The Main Library of the Cracow University of Economics
The Library of Warsaw School of Economics
The Library of University of Economics in Katowice
The Main Library of Poznań University of Economics and Business
The Main Library of the Wroclaw University of Economics
Bibliography
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Cited by
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ISSN
0035-9629
Language
pol
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