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Dissertation Information for Andrew Clement

NAME:
- Andrew Clement
- (Alias) Andrew H. Clement

DEGREE:
- Ph.D.

DISCIPLINE:
- Computer Science

SCHOOL:
- University of Toronto (Canada) (1986)

ADVISORS:
- Calvin C. Gotlieb

COMMITTEE MEMBERS:
- A. Feuervege
- H. Kolodny
- F. Lochovsky
- L. Marsden
- A. O. Mendelzon
- A. Mowshowitz

MPACT Status: Incomplete - Inspected

Title: Managerial Control and On-line Processing at a Large Insurance Firm

Abstract: "This thesis examines the implementation of on-line computer systems by large corporations in the light of long standing principles of managerial control. A detailed case study at the head office of a major insurance firm focusses on the transformation of transaction processing in several clerical units undergoing computerization.

The processing chains needed to handle insurance transactions when manual and computerized batch processing techniques were used are seen to be collapsing dramatically with the installation of on-line systems. This is achieved by capturing employee expertise and incorporating it into software. The resulting systems are also used to monitor performance and regulate access to information. Associated with the on-line computerization, work units are being reorganized along decentralist lines. These developments reflect the application of the long standing managerial control principles of ""scientific management"" and ""organizational decentralization"". Office computers systems are thereby being used as instruments for the centralized exercise of managerial control.

As routine office work is automated through on-line computerization the nature of this work is changing. The conventional ""deskilling"" versus ""upgrading"" debate does not deal adequately with the transformation currently underway. A new type of clerical work, characterized by an integration of tasks and subordination through technical means, is emerging.

The results of the case study are generalized through the elaboration of a five stage model of technological/organizational development. The model provides a useful framework for analysing the changes taking place in the management of routine office work as large service-oriented organizations develop global, on-line, self-serve, transaction processing computer systems."

MPACT Scores for Andrew Clement

A = 2
C = 4
A+C = 6
T = 2
G = 1
W = 2
TD = 2
TA = 0
calculated 2012-08-19 14:50:21

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