ABSTRACT
This chapter determines how the roles of clerical workers are changing as organisations aim for greater flexibility, and contrasts the effects of IT for job enrichment and job specialisation. It summarises the views of focus group members on what they see as the main changes occurring in clerical work overall. It focuses on three main trends towards: skill and status differentiation; customer-based processes; and team work. It relates this analysis to the retail financial services sector and provides case histories of typical examples.
