SYSTEMS CRACKS ARE WHERE THE LIGHT GETS IN: MODELS AND MEASURES OF SERVICE IN THE BENEFIT OF CONTEXT

摘要

A paradox is emerging for those concerned about management theory andrnpractice. The paradox lies with the activities and products of organizationsrnbecoming more fluid while organizational structure and management modelsrnremained fixed. Managerial emphasis favor the more “solid” aspects ofrnorganizations while their leading edges become more “fluid.” Management lorernand principles continue to be taught, and practiced, as if what was remainsrntimeless. Management continues to base its decision-making on information fromrnstatistical and reductionistic analysis. The result is a noteworthy mismatchrnbetween the rate of change in the environmental and the human desire forrnconstancy. The mismatch is showing up on the surface of situations in what wernherein called “cracks.” Cracks can also be seen in the surfaces of organizations,rnproducts and customer bases.rnThe theory behind the paper comes from the early 1940s. Cracks point to systemrnforces that were not been reconciled within the limits of the system. “Crackage”rnmay also be a sign of systems reaching their limits. Herein the systems ofrninterest are social organizations and their management. The main interest thusrnbecomes management theory, where cracks appear where a principle appearsrninadequate, even humorous, in the face of an organizational challenge. Suchrncracks are more obvious with time. Using command and control strategies tornmanage internet information access and use is one example. Such cracks can bernseen as early indicators of larger problems looming for organizations. This pointrnwas at the center of a discussion held in the business systems interest grouprnsession of last year’s ISSS Conference. It was argued that radically differentrnforms and norms of management were needed. One metaphor proposed fromrnthat discussion was to find more “fluid” methods of management for dealing withrnincreasingly fluid entities and environments. This idea is used herein to describe