In spite of everything: Professionalism as mass customised bureaucratic production in a Danish government call centre. (1st July 2009)

• Record Type: Journal Article
• Authors: Pia Bramming, ; Ole H. Sørensen, ; Peter Hasle,
• Is Part Of: Work, organisation, labour & globalisation. Volume 3:Number 1(2009)
• Page Start: 114
• Page End: 130
• Publication Date: 2009-07-01
• Subjects: Work -- Periodicals; Labor -- Periodicals; Division of labor -- Periodicals; Industrial relations -- Periodicals; Division of labor; Industrial relations; Labor; Work; Periodicals; 331
• DOI: 10.13169/workorgalaboglob.3.1.0114
• Languages: English
• ISSNs: 1745-6428

Abstract

Abstract : This paper presents a study of the consequences of the transformation of part of the Danish Tax and Customs Administration (TAX) from a traditional white-collar public administration into a call centre. TAX participated in the study using 'Amica' testing methods aimed at improving the psychosocial working environment in call centres. The results showed a surprising and rapid development from a situation where employees reported a stressful and unsatisfying work environment to one where the organisation had taken a giant stride towards improving the work environment, involving a major shift in leadership and employee identity. The paper discusses this change from a traditional white-collar model to a 'mass customised bureaucratic' production one in a New Public Management setting that focuses on cost reduction, customer orientation, performance monitoring and documentation.