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a state of being in which human life is dominated by the forces of its inventions


Def: The use technology instead of knowledge workers, to perform tedious or repetitive tasks. This may help a business complete a task with more speed, economy, consistency, and/ or possibly accuracy

Ex: Instead of meeting a travel agent to plan a vacation, customers can complete the process of reservations on-line


an organization that strives to use the most efficient means to achieve a valued goal


Def: Recognizing that executing business processes also creates new data and information and that the organization may then process this new data to improve its decision making and to change or improve the process itself.

Ex:The information a business gains from automation. This data is used to improve the business process.

coercive organization

A formal organization that people become members of against their will.


the guiding or regulating by planning out in detail, the production or delivery of a service or product


an organization claim of offering the "best" products and services which allow consumers to move quickly form one state of being to another

externality cost

An effect not normally accounted for in the cost-revenue analysis of producers

formal dimension

The official, written guidelines, rules, regulations, and policies that define the goals and roles of the organization and its relationship to other organizations and with integral parties.

formal organizations

large secondary groups that are organized to achieve their goals efficiently

informal dimensions

any aspect of an organization's operations that departs from the way the organization should officially operate

iron cage of rationality

the set of irrationalities that rational systems generate


process by which the characteristics and principles of the fast-food restaurant come to dominate other areas of social life


For all intents and purposes, a state in which the service or product will be the same no matter where or when it is purchased.

quantification and calculation

numerical indicators that enable customers to evaluate a product or service easily


a process by which thought and action rooted in custom, emotion,or respect to mysterious forces is replaced by instrumental-rational thought and action

secondary groups

two or more people who interact for a specific purpose

statistical measures of performance

quantitative (& sometimes qualitative) measures of how well an organization and its members or employees are performing

trained incapacity

the inability because of limited training to respond to new or unusual circumstances or to recognize when official rules to procedures are outmoded or no longer applicable

utilitarian organizations

formal organization that draw together people seeking material gain in the form of pay,health benefits, or new status

voluntary organizations

a group made up of people who voluntarily organize on the basis of some mutual interest

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