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Standardizing Knowledge Work: How “Homegrown” Standards Overcome Resistance among Professional Employees
Abstract
This chapter analyzes how standards were implemented among design engineers in two divisions of the same corporation. Although both divisions achieved ISO 9000 certification, engineers in one of the divisions resisted the standard work practices and a culture of cynicism developed. In the other division, the standardized work practices were internalized by engineers and are still voluntarily, and often enthusiastically, followed. Analysis of the contrasting cases results in three recommendations for managers who wish to increase the acceptance of external work standards among professional workers.
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