Problem:
Write a paper describing how the 'socio' part of the socio-technical system causes the Telebank Call Center to be something other than a perfectly smoothly functioning machine.
The paper should include references and be to the point. You are expected to deal with these issues in an integrated fashion, rather than treating them as a series of individual questions to be answered one by one and left at that. To help guide your thinking, however, you will need to consider issues such as:
The organizational structure at the Telebank Call Center, in terms of traditional categories (see the Cliff's Notes terminology) to what degree can this company appropriately be described as a "machine"?
What are the major components of its technical system? Of its social system? Are there any major features of the organization that you would put outside both the technical and social systems?
What kind of control does management have over the technical system elements? Toward what ends or goals? What are some effects of exercising that control?
What kind of control does management have over the social system elements? Toward what ends or goals? What are some effects of exercising that control?
Are there any interesting interactions between the technical and social systems that affect their management?
All told, is the concept of the organization as a socio-technical machine really beneficial and useful as an organizational metaphor? Why or why not?
You will be particularly assessed on:
Your ability to see the "big picture" is the machine-like aspects of organizations-- and structure your paper accordingly.
Your informed commentary and analysis -- this is as important as your summary of the material in the article -- simply repeating what the article says does not constitute an adequate paper.
Your ability to apply the professional language and terminology of the underlying model -- in this case, socio-technical design correctly and helpfully. However interesting your paper about Telebank, it's not going to be complete unless you also show that you can write about it in socio-technical terms.
Your ability to apply the language of the machine metaphor effectively.
Your effective and appropriate use of in-text citations to the assigned readings and other source material to support your arguments.
Read this article:
Callaghan, G. (2001) Socio-Technical Systems and Call Centres: A Case Study Investigation. ESRC End of Award Report. Retrieved August 14, 2008.