Discussion: Nonintrusively Collect Data

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Discussion: Nonintrusively Collect Data

Discussion: Nonintrusively Collect Data

Monitoring work can take on a completely new meaning with the use of information technologies. IS make it possible to collect such data as the number of keystrokes, the precise time spent on a task, exactly who was con- tacted, and the specific data that passed through the process. The data collected from operations creates large data stores that can be analyzed for trends. For example, a call center that handles customer service telephone calls is typically monitored by an information system that collects data on the number of calls each representative received and the length of time each representative took to answer each call and then to respond to the question or request for service. Managers at call centers can easily and nonintrusively collect data on virtually any part of the process. The organizational design challenge in data collection is twofold: (1) to embed monitoring tasks within everyday work and (2) to reduce the negative impacts to employees being monitored. Workers perceive their regular tasks as value adding but have difficulty in seeing how value is added by tasks designed to provide information for management control. Research has found that monitoring does not always increase stress of the employee, especially when it fits the task and is automatic and nonintrusive.10 But employees often avoid activities aimed at monitoring their work.

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At the individual level, IS can streamline the process of data collection (usually through monitoring and analytical processes that use the collected data, as Chapter 4 discusses) and support performance measurement and evaluation as well as compensation through salaries, incentives, and rewards. Data and Information Systems In addition to focusing on organizational‐level planning and control, managers use information systems to build controls for individuals. An important part of management control lies in making sure that individuals perform appropriately.

 

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