Topics: Customer, Bureaucracy, Customer service Pages: 6 (1420 words) Published: March 21, 2011

Bureaucracy is all about the rules and regulations to manage a particular activity in the organization. This paper is about how bureaucracy used in old organizations and how it affected the processes of new organizations. It explains how bureaucracy is not applicable in today’s business environment because of many facts. As years went through there was a drastic change in the operations of the organisation. The concern moved from organization to customer service, so the bureaucratic organizations changed their strategy from bureaucracy to customer service, this include government organizations also. Different authors thought about issue the issue different and this is explained in a very lucid language in this paper.


In the 18th century, officials of the French government demoted bureaucracy as desk cloth cover. Bureau means the official body which is engaged in the office which is public. This body uses the required implemental material and files. The term bureaucracy derived from the word bureau. (Reinhard Bendix,1968)

According to Blau(1965), bureaucracy is defined as “The type of organization designed to accomplish large scale administrative tasks by systematically coordinating the work of many individuals.” However, Weber(1958) defined bureaucracy in a very scientific and systematic way. This means that technology became an important reason for the growth of organizations where bureaucracy is used. In the strict bureaucratic organization, the monocratic points raised are as follows:

❖ Strict subordination

❖ File knowledge

❖ Certainty

❖ Reduction of friction, material & costs.

Weber put forward the ideal concept for bureaucracy. He says that bureaucracy is characterised by the hierarchy of labours which is followed by precise rules and regulations. These rules are applied by business professionals who work part time or fulltime in an organization and who even do not understand what administration is. their funds, and live off a salary, not from income derived directly from the performance of their job.

Weber also believed that the specific kind of bureaucracy would help in the effective accomplishment of organizational goals. Though Weber focused on the functions of realistic and legal system of bureaucracy, he failed to explain the internal features that restrain the rational goal of the organization.


There is a continuous change in today`s business environment. This is obvious because the society is rich in information, it is interconnected and global. So, all processes in a particular organization are not stable. This change was inevitable for previous organization structures, culture and strategy. So, because of this many organizations find it difficult to survive in today`s competitive business environment.

Open source development thrives largely for today`s businesses. In old organizations, the network pattern was fixed. So, if one entity leaves the organization, it would affect the processes of whole organization. In today`s world, the global networks are transformed the way ideas and resources are shared. So, open source development of global networks work well in today`s business environment.

Taking demographics into consideration, the population and the customers change as time goes. So, the old trends of business don’t work in today`s businesses. This constant change in population and trends of the customer needs constant innovation.

According to Patricia Shaw(2002), a political journalist,

“Creativity and innovation happens in states of disruption; you need to remain in a state of chaos or disconnection long enough for innovation to emerge.”

The Techniques used by today`s organizations to compete the market are:

❖ Enhancement to Management practises:

In today`s business environment, companies try to develop various approaches to get new customers and retain...
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