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Identifying the distinguishing features of routine and non-routine operational situations: A case study.

机译：识别常规和非常规操作情况的区别特征：一个案例研究。

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摘要

The effects of non-routine work on the planned goals of an organization were examined through a qualitative case study. The purpose of the study was to identify the distinguishing features of routine and non-routine operational situations from the perspective of employees from three different organizational levels: executives, managers, and staff. The findings contribute to the understanding of how organizational leaders can meet their planned goals in the face of disruptions resulting from unplanned operational situations. Twenty employees of this organization were interviewed on how they perceived their routine work was affected by non-routine operational situations. System theory was the ontology of the research for an integrative study of how routine and non-routine operational situations affected the employees in terms of their job performance, job satisfaction, and effectiveness of response. Based on the findings, non-routine operations were perceived by the employees as departures from their routine work. Employees also indicated that they routinized the work they expected to perform as part of their job, both for efficiency and to ensure completeness. Employees expressed anxiety about non-routine work since it was unplanned and caught them unprepared. However, employees also indicated having a sense of accomplishment from completing non-routine work, when their routine work was also completed. Two sources of job satisfaction were reported by the employees: (a) contributing to organizational performance through completing the routine work; and (b) overcoming the challenges of dealing with the task uncertainties that non-routine work entails. Further distinctions between routine and non-routine work were indicated by employees in terms of quality control and quality assurance measures.
机译：通过定性案例研究，研究了非常规工作对组织计划目标的影响。该研究的目的是从三个不同组织级别的员工（高管，经理和员工）的角度识别例行和非例行操作情况的显着特征。这些发现有助于了解组织领导者如何应对计划外运营状况造成的破坏，如何实现其计划目标。对该组织的20名员工进行了采访，以了解他们如何认为自己的例行工作受到非常规操作情况的影响。系统论是本研究的本体论，是对常规和非常规操作情况如何影响员工的工作绩效，工作满意度和响应效率进行综合研究的本体。根据调查结果，员工将非常规操作视为偏离常规工作。员工还表示，为了提高效率和确保完整性，他们例行了他们希望作为工作一部分进行的工作。员工对非常规工作表示担忧，因为这是计划外的，使他们措手不及。但是，员工也表示，在完成日常工作之后，他们会从完成非日常工作中获得成就感。员工报告了两个工作满意度来源：（a）通过完成日常工作为组织绩效做出贡献； （b）克服应对非常规工作带来的任务不确定性的挑战。员工在质量控制和质量保证措施方面表明了常规工作与非常规工作之间的进一步区别。

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  • 作者

    Noorani, Hamid.;

  • 作者单位

    Capella University.;

  • 授予单位 Capella University.;
  • 学科 Sociology Organization Theory.;Sociology Organizational.;Business Administration Management.
  • 学位 Ph.D.
  • 年度 2014
  • 页码 158 p.
  • 总页数 158
  • 原文格式 PDF
  • 正文语种 eng
  • 中图分类
  • 关键词

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