chapter  2
19 Pages

Organization for service

Images of organizations as solid, permanent, orderly entities run through many textbooks. But, in our view, these books tell only half the story. They obscure the other half: the life and activity that buzzes behind the apparent order. Sometimes this bursts into view, revealing chaos even – such as when computer systems break down, when there is delay or an accident on an

How and why services are organized is important. Consequently we need to analyse the structure and unearth the dominant and prevailing values and beliefs with a view to arriving at some explanation for the character and performance of the service. In all of this, there must be a determination to ascertain whether, and if so which, organizational factors lead to success or failure in providing a good service.