Читать книгу Reframing Organizations - Lee G. Bolman - Страница 74

If employees are unclear about what they are supposed to do, they often tailor their roles to fit personal preferences instead of shaping them to meet system‐wide goals. This frequently leads to trouble. Most McDonald's customers are not seeking novelty and surprise in their burgers and fries. But when responsibilities are over‐defined, people conform to prescribed roles and protocols in “bureaupathic” ways. They rigidly follow job descriptions, regardless of how much the service or product suffers.

“You lost my bag!” an angry passenger shouted, confronting an airline manager.

The manager responded, “How was the flight?”

“I asked about my bag,” said the passenger.

“That's not my job,” the manager replied. “Check with baggage claim.”

The passenger did not come away as a satisfied customer.