The Impact of Postmodern Conditions to Organizational Structure in the Call Center Industry

• Main Authors: Ying-chia Teng, 鄧盈嘉
• Other Authors: none
• Format: Others
• Language: zh-TW
• Published: 2005
• Online Access: http://ndltd.ncl.edu.tw/handle/49604174575473687937

博士 === 國立中正大學 === 企業管理所 === 93 === The academic definition of organizational structure is mainly about the formal relation between task and authority. Organizational structure controls members’ collaboration learning and resources usage in the process of achieving objectives. Thus, the main purpose of organizational structure is control. Nowadays, with the power of information technology, multinational companies can operate and communicate among several countries with the help of internet. With the external environment of organization becoming postmodern, the traditional organizational structure should be restructuring to adapt to the changing environment. The chaos, unclear phenomenon comes from the glory of postmodernism to the uncertainty and paradox. Postmodernism was affected by post-industrialism after the development of information technology, the development of consumerism, and the freedom and democratic spirit in the Post Cold War. This research states that organizations should rethink and not just accept the contemporary environment. Organizations should face the unstable contemporary phenomenon with innovation, creativity, imagination and flexible structure. In these uncertain years, how should an organization act? What should the organization structure be? This research is a qualitative research through Grounded Theory and in-depth interview, summarizes ten propositions from massive documents, discussion and research, we present the organizational structure of call center industry in postmodern environment. The conclusion detects that an enterprise must to invite clients and suppliers being the whole, they can trace their orders for goods and services. There are the opportunities to give clients’ way to involve, doing by themselves, it is must to hold back a place of tangible interactive zone and have completed various customer services. When new communicative technology inspire potential for new ideas of people, they with talent for company are very valuable. Those people will be dispersing, floating; it is hardly stable at a company. So, it is much more difficult to manage those talents. In order to grasp the competency and opportunity, the design of postmodern organizational structure have to as far as possible to be flat administration, empower the first-line staffs, like clay to redeploy for the dynamic market. The corporation working together about their works and activities from A to Z, will supply speedy service and production immediately. They must properly use the power of informational technology, just in time to cope with tasks. To intergrate information for enlargement collaboration network within stakeholders. Not only one suitable structure to one organization, the different departments in each area, could be any more unification. According to real environment and goals of organization building diversed structure, different unit has different style. The grade, rank, organizational chart, and so on, still have the explainable effects, to motivate employees having higher performance to be promoted. In other words, the hierarchy has a highly contradiction. The result of this research finds that we could cut down the levels, but we also need hierarchy helping operation. Finally, the research suggests top manager to embrace the business democracy to obtain a better performance.