Bureaucracy 6
Running head: BUREAUCRACY 1
Advantages and Disadvantages of Bureaucracy in an Organization
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Advantages and Disadvantages of Bureaucracy in an Organization
Introduction
A bureaucratic organization uses a form of management that employs a pyramidal structure of command. In these organizations, there is a high degree of formality in its processes and operations. Organizational charts can be found generally in every department whereas decisions are made through a very organized process. This form of management also takes up a control structure that is meant to be efficient, fair and orderly. These structures have different layers of management running down from senior executives to regional managers and all the way down to frontline employees. Moreover, in this type of control, authority is centered at the top, and most of the critical decisions are made at this point. For instance, a regional manager may issue a policy that requires all workers to have approved their overtime approved before they can proceed to work overtime. However, like with any other system, there are some disadvantages associated with bureaucracy. This paper is going to outline and discuss the merits and demerits of bureaucracy in organizational management and its relationship with client or customer satisfaction.
Firstly, bureaucracies have four main characteristics that distinctively define how they operate. To begin with, they have an elaborate hierarchy and chain of command. By having a firm chain of command, every worker has his or her place, and someone on the next level up oversees their work. Having a chain of command increases accountability across all levels of management. Additionally, the system puts in place mechanisms that allow specialization in various roles. For instance, all workers in a giant retailer like Walmart have specific tasks that they perfect over time. This allows the workers to provide the best customer service as they have become skilled by working in a particular position over some time. Moreover, specialization in the workplace leads to a detailed division of labor. In a bureaucracy, all tasks are broken down to parts each with a particular person(s) having a specific role. This promotes attention to detail as well as the general performance of an organization.
Additionally, one of the characteristics of bureaucracies that stands out is formal rules. Commonly known as standard operating procedures, they are a set of instructions for each job at all levels of the hierarchy. Failing to follow these rule as a worker can attract penalties and in some cases lead to termination or prosecution. On the other hand, following these rules is seen as being a team player and accountable. Having formal, structured rules prevents expensive mistakes from happening. For instance, when dispatching goods for clients, clearly formatted and detailed dispatch forms are used to avoid mix up when sending goods to many clients. It would be virtually impossible for product delivery to take place without clear guidelines and regulations.
Furthermore, communication is vital in ensuring that rules in an organization are followed. Whether written or verbal, communication plays an integral part in making sure that an organization achieves its goals. This sophisticated system of communication keeps processes in institutions running smoothly. Moreover, with a proper channel of communication, there is a flow of information between the customer or client and the organization. For example, financial institutions must have a transparent communication system through which they can communicate with their clients about various issues such as account status. Moreover, organizations have formal methods through which clients can give feedback or complain about substandard services or goods (Mills et al. 1995).
However, bureaucracy is not always a success in all organizations. There are many cases where an organization sets policies that later lead to its failure. For instance, companies offering customer services should have policies that guarantee customer satisfaction in the shortest time possible. For example, if a customer complains about a service or a product, the customer service department should solve the issue without referring the customer to several other offices because of a particular policy. Having a slow customer service department can lead companies to significant losses of clients. Organizations should, therefore, revise their policies often to make sure they are not restraining other departments from working efficiently.
Also, bureaucracy sometimes leads to slow decision-making processes. Consequently, it makes a highly bureaucratic organization respond slowly especially in a fast-paced business environment. In my opinion, this puts a company at a disadvantage to its competitors. For example, a company that cannot react to shifts in consumer demands finds it challenging to be a leader. Furthermore, some policies frustrate employees and sometimes lead to high turnover ratios. For instance, a manager may fail to promote a promising employee because of the policies that have been put in place to regulate promotions. Such policies ultimately discourage employees and may lead to companies losing essential employees.
Conclusion
Conclusively, organizations should understand the merits and demerits of bureaucratic management. In any organizational settings, the top management should make sound and informed judgment about the best management strategy to use. Moreover, organizations should review and analyze their policies regularly to make sure that they steer the organization towards success. Finally, companies and organizations have a responsibility of constantly updating employees on new systems or rules.
References
Mills, A. J., Simmons, A. M., & Simmons, T. (1995). Reading organization theory. Garamond Press.