A critical review of one article relating to aspects of transformation Assignment

A critical review of one article relating to aspects of transformation of work - Assignment Example By year 2002, 2.3% of the working population of UK was working in the call centers. A call center is defined as an operation in which employees who utilize computers receive inbound calls or make telephone calls which are outbound. Those calls are processed by a call distribution system which is automated. Technological growth and innovation have led to the production of change and organizational form continuity. The paper relates to employment relations and organization at work. It also relates to the process of labor and control, gender, practices of human resource management, emotional labor and unionization. It aids to the understanding of the nature of work in call centers. The article recognizes one theme in that, despite the common aspects that integrate telephone and visual display unit technology, call center’s work organization is not uniform. This necessitates the need to take account in relation to differences in a number of variables. The article focuses on work which embraces call centers which are within the parameters of work knowledge. Operators’ perception is examined regarding exercise of control, pace of undertaking work and breaks determination. This tests the validity of regimentation as call center work description. Employees satisfaction levels are also examined relating to performance of tasks at work. Dedicated teams at two surveys which were conducted, engaged in observation of the processes of work. Observations from notes from the fields, containing accounts of interviews with staff, formed the initial qualitative data set. Questionnaire schedules were conducted in both surveys. Observations and interviews led to the provision of background knowledge which aided in the construction of employee questionnaire. Questions were also formed based on consultations between human resource, call center managers and employees. The first survey was a telephone questionnaire conducted by managers. This was done to determine

Role as a Supervisor in a Virtual Organization Essay

Role as a Supervisor in a Virtual Organization - Essay Example Likewise, these same traits have to be maintained when carrying out the role of trust building as no method of socialization is present; managers should substitute socialization with consistency and high responsiveness. Having an atmosphere is sharing and frequent feedback is critical in carrying out the role of a cultural facilitator within a virtual firm, as well. Virtual organizations consist of members who work in geographically disparate locations through technology with the aim of achieving common goals; such firms are usually cross-functional and tend to dwell on client needs. Virtual organizations have increased exponentially over the past decade owing to proliferation of the internet, travel restrictions arising from political or economic upheavals, and increased competitiveness. Supervisors carrying out this role have to contend with certain challenges and circumstances that are unique to the virtual environment; these issues shall be examined in detail subsequently and their relation to the supervisor role outlined. One thing that virtual supervisors must confront, which is almost absent in non - virtual organizations, is the issue of trust. When carrying out one’s responsibilities with other organizational members, it is critical to have trust amongst one another; usually, this is established through face-to-face interaction. Since virtual organizations have eliminated this form of contact, then supervisors have the additional duty of building trust among their subordinates using other methods. Research shows that effective supervisors are able to create trust in virtual environments by encouraging organizational members to become highly responsive to each other (Bradley, Benson, Gibson, Tesluk and McPherson, 2002). Feedback is the key behind sustaining a positive attitude towards one another even when people rarely get to meet each other. Additionally, since it is not possible to share meals or discuss personal matters through this