Discuss the downside of bureaucratic control and describe an example of rigid bureaucratic behavior.
What will be an ideal response?
Student answers and examples will vary but should demonstrate an accurate knowledge of rigid bureaucratic behavior. People are not machines that automatically fall into line as the designers of control systems intend. In fact, control systems easily can lead to dysfunctional behavior. A control system cannot be effective without considering how people react to it. People want to look good on what the control system measures. This focuses them on what management requires, but can result in rigid, inflexible behavior geared toward doing only what the system demands. Rigid bureaucratic behavior can help employees stay out of trouble by sticking strictly to the rules. Unfortunately, this can make the entire organization slow to act, leading to poor customer service.
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