Sensemaking on the Shop Floor: Narratives of Knowledge in Organizations*

ABSTRACT This paper explores the role of narratives in organizational inquiry and knowledge work. Following the tenets of the phenomenological method, the paper digs into the ‘life world’ of organizations in order to capture the taken for granted stream of everyday routines, interaction, and events that constitute both individual and social practices. An empirical case study examines the narrative‐based processes of sensemaking and knowledge acquisition in the setting of a traditional pressing plant at Fiat Auto, Italy. The focus of analysis is on how a best performing team engages in the resolution of disruptive occurrences on the shop floor. Through the deconstruction of narratives underlying problem‐solving activities, the case identifies a distinctive mode of investigation conceptualized as ‘detective stories’. The detective's method highlights the interplay between time and narrative in shaping the interconnected processes of organizational knowledge creation, utilization, and institutionalization. More generally, the findings of the paper stress the importance of conjectural knowledge and common‐sensical wisdom in the everyday life of organizations.     

Narrating strategy in the flow of events – Illusion and disillusion in strategy-making

Narrative strategy-making is useful in the mobilization of strategies because narratives impart coherence and linearity to our understanding of organizational events. Our paper examines the relation between narrative strategy-making and the flow of events. We present a longitudinal, participatory study of a software company seeking global growth. Specifically, we followed events preceding and succeeding construction of the strategic ‘success stories’ used by the software company’s managers in investor negotiations. We conceptualize the point of illusion and disillusion underlying the temporal construction and use of strategy narratives and show how the former enables strategy-making, while the latter constrains it. We add to narrative strategy research by elaborating the relation between the construction of strategy narratives and the flow of organizational events.     

Telling Tales: Management Gurus' Narratives and the Construction of Managerial Identity

This paper examines the reasons for the apparently powerful impact of management gurus' ideas (i.e. guru theory) on senior managers. An examination of the limited literature on management gurus and other related literatures suggests three explanations for the appeal of guru theory for senior managers. The first set of explanations relates to various features of management work which may heighten managers' receptivity to guru ideas. The second set focuses on the gurus themselves and emphasizes the form in which they are presented (i.e. public performances). The final set of explanations highlights the importance of the socioeconomic and cultural context within which guru theories emerge and become widely adopted. A number of criticisms of these explanations are offered: that they define the manager as passive, that the flow of ideas is one way (guru to manager), that they rely on an academic conception of knowledge. An alternative explanation of their success is outlined which suggests that their work – their analyses, presentations and theories – offer attractive conceptions of the role of managers which constitute the identity of the modern senior manager as an heroic, transformative leader. Gurus therefore not only constitute the organizational realities but also managers themselves     

‘My Brilliant Career’? New Organizational Forms and Changing Managerial Careers in Japan,the UK,and USA

The end of the traditional management career has been heralded with supporting, albeit largely anecdotal, data. The ‘old’ career was set within internal labour markets in large organizations and characterized by long‐term stability. The ‘new’ arrangements have apparently shifted responsibility from employer to employee, with careers being developed across organizations. Such change is premised on new organizational forms and is often associated with a growing sense of employee insecurity. We explore the reality of this ‘new’ scenario through interpretation of in‐depth semi‐structured interviews conducted with middle and senior human resources managers in large firms in Japan, the UK, and USA. The data indicate that most of our case study organizations had downsized and delayered, with hybrid structural forms emerging. Career prospects were diminished, with fewer vertical promotions and a greater emphasis on lateral ‘development’; middle managers were generally resentful of such factors and forces. Although not directly reflective of ‘Anglo‐American’ business practice, similar changes to career trajectories were witnessed in Japan as in the UK and USA.     

Fluidity,Identity, and Organizationality: The Communicative Constitution of Anonymous

This paper examines how fluid social collectives, where membership is latent, contested, or unclear, achieve ‘organizationality’, that is, how they achieve organizational identity and actorhood. Drawing on the “communicative constitution of organizations” perspective, we argue that the organizationality of a social collective is accomplished through ‘identity claims’ – i.e., speech acts that concern what the social collective is or does – and negotiations on whether or not these claims have been made on the collective's behalf. We empirically examine the case of the hacker collective Anonymous and analyse relevant identity claims to investigate two critical episodes in which the organizationality of Anonymous was contested. Our study contributes to organization studies by showing that fluid social collectives are able to temporarily reinstate organizational actorhood through the performance of carefully prepared and staged identity claims.     

Accounting for Management and Managing Accounting: Reflections on Recent Changes in the UK

This paper uses data derived from interviews carried out in a number of UK companies to explore the extent to which management concerns are driven by accounting practices, and also how accounting practices are mediated by the views that managers have of the role of accounting. The paper also analyses accounts given by UK managers of the ways in which changes in accounting are being managed. Two specific issues relating to accounting change are examined: (1) the impact of new information technology on accounting change, and (2) the competition between accounting and alternative bodies of expertise as mechanisms for change. In studying accounting in the context of wider organizational change, the paper focuses on a number of distinct, yet related, themes: (1) management accounting’s power to reinvent itself; (2) the interface between management accounting practices and employee empowerment (as one example of ‘new’ management practices); and, (3) contradictions in using management accounting calculi to facilitate the ‘new’ organization.     

Business is Show Business: Management Presentations as Performance

While there is continual scholarly interest in the ‘organization as theatre’ metaphor, extant dramaturgical perspectives limit the ability to account for aesthetic experiences in theatrical situations. This study provides a different methodological lens for looking at ‘theatre’ in organizations and illustrates that an inclusion of performance theory can be particularly valuable for understanding aesthetic techniques which are increasingly employed in organizations. Responding to calls for aesthetic studies, this article analyses large‐scale management presentations such as annual general meetings, press conferences, and analyst meetings ‘as performance’ instead of re‐labelling them as if they were drama. Drawing on the latest theatre theory and introducing a tool for performance analysis, the study accounts for the aesthetic experience and describes the complex interplay of scenography, lighting, clothing, managers' performance style, rhetoric, and audience interaction, showing that these organizational events are co‐created and contested theatrical performances with a potential for resistance and possible change as well as for persuasion.     

Managing Change,or Changing Managers? The role of middle managers in UK public service reform

Abstract

Drawing upon interview data from three case study organizations, we examine the role of middle managers in UK public service reform. Using theory fragments from organizational ecology and role theory, we develop three role archetypes that middle managers might be enacting. We find that rather than wholesale enactment of a ‘change agent’ role, middle managers are balancing three predominant, but often conflicting, change-related roles: as ‘government agent’, ‘diplomat administrator’ and, less convincingly, ‘entrepreneurial leader’. Central government targets are becoming the main preoccupation for middle managers across many public services and they represent a dominant constraint on allowing ‘managers to manage’.     

Invoking Satan or the Ethics of the Employment Contract*

ABSTRACT Studies of mergers of organizations focus upon the financial and economic outcomes, with little attention paid to the effect on the people working in the merging organizations. This paper reports the findings of a study of the impact on managers of an organizational merger. Rather than the cool calculations of accountants and economists and the rational application of a managerial logic, we found the impact on these managers was upon their emotions, which seemed sometimes too buffeted to allow them to continue in their work. A narrative analysis of the stories told by these managers suggested they experienced their involvement with the merging organizations as akin to a Faustian contract, whereby they had sold their souls to the organizational devil and were now reaping the costs. When we came to write this paper we found that using the usual rubrics of academic writing suppressed the sheer emotionality of their experiences. We have therefore followed the imperative of our conclusions, and written our analysis in the form of a play, based upon Christopher Marlowe's Dr Faustus, which allows us to use our interviewees’ own words to illustrate the impact of the merger. The play is, of course, in the format of a tragedy: it has four main characters – the narrator, the manager, Faustus and Mephistopheles – and five acts. We use the Prologue to insert our own words, where we argue for a turn away from the ‘hard’ school of human resource management towards one that is ethically informed. Programme notes contain the technical details which justify our research methods. We remain totally unapologetic for intruding emotions into the rational world of academia.     

Discourse and Audience: Organizational Change as Multi-Story Process

abstract    This article is critical of monological research accounts that fail to accommodate polyvocal narratives of organizational change, calling for more fully informed case studies that combine elements of a narrative approach with processual/contextual analysis. We illustrate how contrasting versions of the same change event by different stakeholders and by the same stakeholder for different audiences, raise theoretical and methodological issues in the analysis and presentation of data on organizational change. Our argument is that research narratives (that seek to develop understanding of change processes) are necessarily selective and sieved through particular discourses that represent different ways of engaging in research. They are authored in a particular genre and written to influence target audiences who become active co-creators of meaning. Organizational change viewed from this perspective is a multi-story process, in which theoretical accounts and guides to practice are authored consistent with pre-selected narrative styles. These, in turn, are purposefully chosen to influence target audiences, but this subjective crafting is often hidden behind a cloak of putative objectivity in the written and oral presentations of academic research findings.     

The False Promise of Organizational Culture Change: A Case Study of Middle Managers in Grocery Retailing*

ABSTRACT The strategic importance of managing organizational culture has been a central theme in organizational literature over the past two decades. But relatively little attention has been given to the impact of culture change initiatives on managers. This paper reports on the impact of a programme of culture change on managers at one of Britain's leading grocery retail chains. Based on a series of detailed interviews with managers together with examination of company documents and an understanding of trends in grocery retailing, we explain the purpose and content of change, and document and analyse the reactions of those managers who are expected to change their own cultural orientations as well as persuade their subordinates to change. We conclude that in this case at least changes in managerial behaviour, as with previously documented changes in the behaviour of shopfloor workers, are related more to surveillance, direct control and the threat of sanction than any transformation of managerial values. Indeed, the situation and experiences of managers – one of reduced autonomy, close monitoring and control, and perceived career insecurity – are explained less in relation to ‘organizational culture’, more in relation to organizational (re‐)structuring intended to create a more centralized form of organizational control.     

DOCTORS AS MANAGERS - New Public Management in a New Zealand hospital

In a corporatized New Zealand public hospital, senior management introduced a strategy of ‘clinical leadership’ intended to incorporate clinicians more fully within some system of organizational control, and to make them accountable for the resources consumed as a consequence of their treatment decisions. An organizational restructuring created semiautonomous business units based around clinical specialities and headed by clinician managers. Clinician managers played a boundary role between their professional colleagues and management. In the short term, a number of senior clinicians adapted to this role and there was some evidence for their acculturation into managerial identifications. However, the majority of clinician managers acted to absorb change rather than actively champion change. For many clinical units, clinical practice continued more or less unchanged. The concept of loosely coupled systems is used to explain this separation of internal operations from organizational form.     

PROPRIETORIAL CONTROL IN FAMILY FIRMS: SOME FUNCTIONS OF 'QUASI-ORGANIC' MANAGEMENT SYSTEMS

The purpose of this paper is to investigate the strategies of managerial control which are used by the proprietors of family-owned business enterprises. Interviews with the proprietors and senior managers of businesses in the building industry illustrate the ‘quasi-organic’ nature of management structures. These grant some autonomy to senior managers without threatening proprietorial decision-making prerogatives. Although the family firm has certain distinctive features, similar control strategies designed to ensure that delegated decisions are ‘reliable’ and ‘responsible’ are evident in various types of business enterprise. There is, then, scope for further comparative research within a conceptual framework which does not entirely divorce the family firm from other business organizations.     

Affinity networks as diversity instruments. Three sociological dilemmas

Are affinity networks, like women’s, LGBTQ+ and bicultural employee networks, really effective instruments for diversity management? These networks, also called identity networks, diversity networks or employee resource groups, are seen as important means to make organizations more inclusive and to provide spaces for professional development and social networking. However, they also strengthen exclusionary norms and power hierarchies. The identification of three sociological dilemmas shines light on the complexities and the ambiguous effects of identity networks. Through its discourse, activities and organizational structure, a network either supports individual career advancement – while strengthening existing inequalities – or promotes organizational change. Recognizing these dilemmas will help researchers, organizations, diversity practitioners, and affinity networks to make more informed and deliberate choices.     

Dress and Identity: A Turkish Case Study

This paper examines how dress can be implicated in contests regarding individual and organizational identities. Identities are understood as being constituted within discursive regimes, and to be subjectively available to people in the form of self–narratives. The pluralism and polyphony that characterize organizations means that collective self–narratives are likely to be fractured, contested and multi–layered. It is in this context that attire is an important object symbol that conveys information about the individual and collective self. Here we focus on aspects of dress, especially the Islamic headscarf, and its role in the dynamics of collective identity maintenance and challenge in one all–female Turkish university department. Our ethnographic approach yielded multiple, related and sometimes overlapping story lines centred on dress. These we have chosen to represent as a single though multi–voiced faculty narrative in order to facilitate analysis of what was a particularly rich symbolic milieu. The principal research contribution of this paper is as a discussion of participants' clothing in the constitution of individual and organizational narrative identities, and its importance for understanding the dynamics of identity conflicts.     

The Development of Corporate Identity: A Political Perspective

abstract    A corporate identity denotes a set of attributes that senior managers ascribe to their organization. It is therefore an organizational identity articulated by a powerful interest group. It can constitute a claim which serves inter alia to justify the authority vested in top managers and to further their interests. The academic literature on organizational identity, and on corporate identity in particular, pays little attention to these political considerations. It focuses in an apolitical manner on shared meanings when corporate identity works, or on cognitive dissonance when it breaks down. In response to this analytical void, we develop a political analysis of corporate identity and its development, using as illustration a longitudinal study of successive changes in the corporate identity of a Brazilian telecommunications company. This suggests a cyclical model in which corporate identity definition and redefinition involve power relations, resource mobilization and struggles for legitimacy.     

Line Managers’ Rationales for Professionals’ Reduced‐Load Work in Embracing and Ambivalent Organizations

This study examines line managers’ rationales regarding reduced‐load work (RLW), an emerging talent management practice allowing professionals to reduce their workload and take a pay cut, while actively remaining on a career path. Unlike flextime and telework, RLW addresses professionals’ core problems of rising work hours and workloads. Interviews with 42 managers in 20 North American employers suggested that managers were more likely to support RLW for employees whom they saw as (1) high‐performers, (2) flexible in their use of RLW, and (3) doing conducive jobs. Interviews with 20 HR experts and 24 senior executives revealed four dimensions of organizational support, two cultural (senior management support and discourse on career penalties) and two structural (adaptation of HR systems and organizational diffusion). In embracing organizations there was a higher frequency of more supportive managers than there was in ambivalent organizations. Managers’ rationales were connected to their organizational contexts, albeit loosely, suggesting managerial implementation agency. The same rationales were more likely to be used in supportive ways in embracing contexts and in less supportive ways in ambivalent contexts. This study suggests that managerial and organizational support for flexible talent management practices dovetail in nuanced and important ways. © 2015 Wiley Periodicals, Inc.     

Interregnum and Critical Management Studies: The possible end of meaningful work

We are now witnessing the first generation born into liquid modernity – the millennials – for whom being primarily called on by society as consumers and experiencing the deepened significance and logic of life as a lottery (Bauman and Mauro, 2016) is natural (yet uncomfortable). The main point made is that the first ‘solid’ (sic!) generation of liquid consumers that Bauman wrote so vividly about is set to embark on adult life and enter organizations en masse as managers and workers. It is argued that the entry of the millennials further intensifies the ongoing subsidiarization process that is already taking place in organizations and means that the individualization of collective organizational problems will be even more concealed and difficult to detect. In relation to the millennials entering organizations, it is further argued that it is essential that Critical Management Studies (CMS) takes heed of the challenges that the entry of the millennials carry with them. A Baumanian framework informs us that this can only be done by avoiding nostalgia – going back-to-the-future.     

Human resource management and organizational strategies in German- and US-owned companies

The development of the international economy over the past twenty years has bred considerable diversity in the form and substance of employment relations (labour-management relations, human resource management practices) throughout the world. Cases of ‘social partnership’ are today found in the ‘free market’ United States economy; some companies operating in Germany's ‘social’ market economy are rejecting traditional forms of social partnership in the name of more unilateral strategies.

This paper examines (a) the extent to which ‘strategic diversity’ – variation in human resource strategies and policies – is possible within the heavily institutionalized, co-operative and codeterminative German economy, and (b) how managers perceive the effects of different kinds of HR approaches on organizational change and industrial adjustment. It is based on empirical evidence drawn from seven large chemicals companies operating in Germany – three of them US-owned firms and four German-owned.

The main conclusions are that considerable strategic diversity is possible within the German context, and that managers perceive distinct costs and benefits to specific aspects of the typically American ‘unilateral’ style and the more German ‘negotiated’ approach to structuring the relationship with human resources. The paper concludes with a discussion of the implications of these trade-offs for the transferability of HR strategies across international borders, giving special attention to policies to avoid some of these potential costs.     

Battle in the Boardroom: A Discursive Perspective

This article examines the centrality of discourse in achieving managerially relevant outcomes, with a focus on the in-situ performance context of corporate storytellers. The Ricœurian concept of speech act, capturing both the intentionality of organizational discourse and the social context of its production and reception, implicitly guided our research effort. The article has at its core a story of how senior organizational officers exploited the volatile circumstances of a public takeover in Singapore. By looking at the social construction of narratives in their many fragments we come to see how a key protagonist carves out a powerful position. The efficacy of his performances can be seen to be dependent upon the effective use of poetic tropes and the receptiveness of listeners to particular Chinese archetypal relationship-driven themes. In crafting our story we use multiple texts which were produced in and around two case organizations. As such we offer a carefully constructed collage, a mixture of production and reproduction, sticking closely to forms of communication that key organizational actors used to plan, enact and interpret their actions and those of others. Whilst our story offers insights to readers with an interest in organizational discourse, corporate governance and Asian management practices, we refrain from imposing an authoritarian interpretation that insists on identifying with the intentions of the authors.