Читать книгу Reframing Organizations - Lee G. Bolman - Страница 78

If people abdicate their responsibilities, performance suffers. However, adhering too rigidly to policies or procedures can be equally harmful. In public agencies, “street‐level bureaucrats” (Lipsky, 1980), who deal with the public, are often asked, “Could you do me this small favor?” or “Couldn't you bend the rules a little bit in this case?” Turning down every request, no matter how reasonable, alienates the public and perpetuates images of bureaucratic rigidity and red tape. But agency workers who are too accommodating create nagging problems of inconsistency and favoritism.