Dissertation Information for Michael R. Harrison NAME: - Michael R. Harrison
DEGREE:
- Ph.D.
DISCIPLINE:
- Library and Information Science
SCHOOL:
- Florida State University (USA) (2000)
ADVISORS: - Myron Henry Gluck
COMMITTEE MEMBERS: - Elisabeth A. Logan - Robert W. Zmud - F. William Summers
MPACT Status: Fully Complete
Title: The nature, effects, and management of cues in ISO 9000 quality-managed organizations
Abstract: When a passenger sees a coffee ring on a tray table, the sight is immediately translated in the passenger's mind to poor engine maintenance . Frank Borman, Astronaut and CEO of Eastern Airlines (Borman, 1997)
This research examines the nature, effects, and management of cues in ISO 9000 organizations. The concept that cues are a fundamental component in sensemaking, and that they condition the understanding of employees of their role within an organization, is explored.
Five ISO 9000 certified organizations participated in this work; and interviews were held both with their Process Owners, and with their employees in focus groups where Dervin's group Sense-Making approaches were applied.
Findings included the realization that people use the ISO 9000 system (or the quality management system) for much more than the management of quality; it is used as a bellwether of the employees' relationship with the system and with other employees. Cues can be drawn from a variety of sources related to the user's relationship with the system; the nature and effects of cues may be a part of the human condition and therefore readily generalizable.
Results were analyzed on two bases: first by the uses to which people put cues, and second by the mechanism by which cues are perceived and then applied by users. Users draw cues to help determine their relationships with both the system and with other users. The cue itself is identified as emanating from a comparison between the user's expectations, and the immediate experience or observation. The cue has an effect both on the perceiver's view of the system, and to a lesser degree on the user's view of self. Managers play a mediating role between employees and the Information Provisioning Environment, either by manipulating the cue objects or by assigning meaning to them.
The study offers perspectives on the existing literature for (a) integrating Dervin's Sense-Making approaches with Weick's concepts of sensemaking, and (b) providing an operationalization of Peirce's semiotic sign triad. It also provides a view of quality management from the worker's perspective.
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MPACT Scores for Michael R. Harrison A = 0
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calculated 2008-01-31 06:05:38
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