Gilmore & Williams: Human Resource Management
Chapter 04
www.georgeritzer.com
George Ritzer is an American academic who has written extensively on the phenomenon of MacDonaldization.
www.pcs.org.uk/en/resources/call-centre-charter
For an example of an initiative designed to challenge a scientific management approach in call centres, see the Charter for Workers in Call Centres published by the UK’s Public and Commercial Services union.
http://news.bbc.co.uk/1/hi/uk/6656411.stm
The inflexibility of over-bureaucratic targets often makes the news. See this example from the police service.
www.acas.org.uk/index.aspx?articleid=835
The Advisory Conciliation and Arbitration Service (ACAS) publishes advice on effective teamworking.
www.personneltoday.com/articles/2006/08/10/36783/naked-civil-servants-get-bums-rush-as-agency-sacks-four-after-lewd-behaviour.html
For an example of ‘misbehaviour’ at work, see this case of civil servants in the UK.
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