ABSTRACT
A confluence of internal and external forces press managers and their organizations to increase routinization and narrow the scope or complexity of their service technologies. Increased routinization and decreased complexity have been favored by funding and regulatory agencies. The accountability requirements of these funding organizations and regulatory and accreditation bodies have promulgated standards for service accountability which tend to reward a program's most routine and “measurable” efforts at the expense of the more complex, less easily counted efforts.
