Breaking the Functional Mind-Set in Process Organizations
Breaking the Functional Mind-Set in Process Organizations
复制标题
打破流程组织中的职能思维模式
DOI：
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发表时间：
1996
期刊：
影响因子：
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通讯作者：
Qianwei Wang
中科院分区：
文献类型：
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作者：
A. Majchrzak;Qianwei Wang
如果他们想让员工为客户承担集体责任，管理者必须做的不仅仅是重组。成千上万的企业已经重新设计了工作，以便让员工专注于为客户提供明确价值的流程。他们摒弃了各自的职能孤岛，创建了新的组织结构——流程完备的部门——每个部门都能执行满足客户需求所需的所有跨职能步骤或任务。尽管这些努力中的许多都以更低的成本、更短的周期时间和更高的客户满意度的形式获得了回报，但其他许多努力却导致了失望：公司经历了重组的创伤，却发现他们的业绩并没有比以前更好——在某些情况下甚至更糟。
If they want employees to take collective responsibility for customers, managers must do more than reorganize. Thousands of businesses have reengineered work in order to focus employees on processes that clearly provide value to customers. Tbey have done away with their functional silos and created new organizational structures-process-complete departments - each able to perform all the crossfunctional steps or tasks required to meet customers' needs. Although many of these efforts have paid off in tbe form of lower costs, shorter cycle times, and greater customer satisfaction, many others have resulted in disappointment: companies have endured the trauma of reengineering only to discover that their performance is no better- and in some cases actually worse - than before.