MGT501 - Mgmt. and Org. Behavior

Introduction

The recent rapid development of technology has brought substantial changes to almost all aspects of people 's daily routines and it includes the working environment and work structures , policies , procedures and the entire system . The Telebank Call Center is one of the organizations which incorporated technology into its working structures to achieve its own goals and reasons for existing

The combination of this new technical system with the traditional social systems in the organizations or the combination of people and technology are now known as socio-technical system . The phrase "socio-technical

br systems " indicates the view that technology is not used in a deterministic fashion but rather is chosen and combined with specific social and organisational strategies in controlling production (Callaghan , 2001 ,

1

Organizational Structure

The Telebank Call Center 's organizational structure is still traditional in terms of the basics of organizational structure specifically in areas such as chain of command , authority and span of control . The organisational structure is flat , with three basic categories - CSR , team leader and call centre manager (Callaghan 2001 ,

3 . But still , this involves the chain of command from the call center manager down to the team leaders and finally to the CSR 's Authority within the workplace also necessarily flows through this chain of command . The basic cells are composed of teams of twelve who are handled by a team leader while the manager has the over all responsibility and authority of the teams under him /her

Even if the research analysis argues...