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Title: Customer-driven management models for choiceless clientele? Business process reengineering in a California welfare agency
Authors: Esbenshade, Jill
Vidal, Matt
Fascilla, Gina
Ono, Mariko
Keywords: Business process reengineering
Customer service
Labour process
New public management
Public sector
Social services
Work intensification
Issue Date: 2016
Publisher: © The authors. Published by SAGE Journals
Citation: ESBENSHADE, J. ...et al., 2016. Customer-driven management models for choiceless clientele? Business process reengineering in a California welfare agency. Work, Employment & Society, 30(1), pp. 77-96.
Abstract: Business process reengineering and lean are increasingly used to restructure public sector work. This article presents a case study of reengineering in a California welfare agency. It finds extensive work intensification and reduced autonomy for the workforce, and deteriorating service for the clientele. Rather than attribute these outcomes as inherent to the business process reengineering model, this article emphasizes how cost cutting and quantitative efficiency were prioritized over worker empowerment and service quality because the organization is a government agency facing severe budgetary pressures under neoliberalism, and the clientele consists of indigent families and individuals who have no choice of an alternative provider. © 2015, SAGE Publications. All rights reserved.
Description: This paper was accepted for publication in the journal Work, Employment & Society and the definitive published version is available at https://doi.org/10.1177/0950017015604109
Version: Accepted for publication
DOI: 10.1177/0950017015604109
URI: https://dspace.lboro.ac.uk/2134/27596
Publisher Link: https://doi.org/10.1177/0950017015604109
ISSN: 0950-0170
Appears in Collections:Published Articles (Loughborough University London)

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