罗宾斯《管理学原理》教师手册fom6_im05.docVIP

PART 3: ORGANIZING CHAPTER 5 - BASIC ORGANIZATION DESIGNS LEARNING OUTCOMES After reading this chapter students should be able to: Identify and define the six elements of organization structure. Describe the advantages and disadvantages of work specialization. Contrast authority and power. Identify the five different ways by which management can departmentalize. Contrast mechanistic and organic organizations. Summarize the effect on organization structures of strategy, size, technology, and environment. Contrast the divisional and functional structures. Explain the strengths of the matrix structure. Describe the boundaryless organization and what elements have contributed to its development. Explain what is meant by the term “learning organization.” Describe what is meant by the term “organization culture.” Opening Vignette SUMMARY Stew Leonard, of the famed Norwalk, Connecticut Dairy Store once remarked that there were two simple rules for customer service. First, the customer is always right. Second, never forget rule number one!1 Many companies have attempted to follow this sage advice, but only a few have excelled at it. One of those companies is Royal Office Products, headquartered in suburban Chicago, IL. Through the leadership of CEO and co-owner, Bob Bergdoll, Jr., Royal Products is showing the world that customer service can flourish even in a company that operates in such a low-margin business.2 For Bergdoll, customer service is not an option, nor simply pretty sayings that decorate one of the company’s 11 locations in the US. Orders are taken in several languages in the company upwards of 18 hours a day, and employees can be seen dressed in jerseys from local sports teams who have made the playoffs in their respective sports. Customer service is something that is ingrained in all 200 plus employees and an explicit policy in the company that all employees are mandated to follow. Customer service to Bergdoll begins by