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Transforming knowledge and skills: reconfiguring the productive system of a local authority

Transforming knowledge and skills: reconfiguring the productive system of a local authority
Transforming knowledge and skills: reconfiguring the productive system of a local authority
This paper draws on the analytical framework offered by the concept of ‘productive systems’ which shifts attention away from examining sites of work as self-standing units to one which places them in a configuration of relationships. The concept is used in this paper to track how the introduction of a call centre can reconfigure knowledge and skills from one part of the system to another. The empirical evidence for the paper
draws from a case study of a call centre which was set up as the primary access point to services provided by a local authority in the Midlands. The paper argues that the productive system perspective highlights the ways in which this call centre facilitated the rationalization of organizational procedures and practices in its back offices, while simultaneously promoting a degree of personalized service.
10
Cardiff School of Social Sciences
Jewson, Nick
f96f4be3-d026-4140-9c81-265d74aab544
Felstead, Alan
514e6ef7-2443-49aa-883e-706911d9191d
Fuller, Alison
c6b47796-05b5-4548-b67e-2ca2f2010fef
Kakavelakis, Konstantinos
d0a26962-968e-448c-94c0-3a5f2087ad5a
Unwin, Lorna
8203040c-b1e8-4948-bc2e-4bb2db648720
Jewson, Nick
f96f4be3-d026-4140-9c81-265d74aab544
Felstead, Alan
514e6ef7-2443-49aa-883e-706911d9191d
Fuller, Alison
c6b47796-05b5-4548-b67e-2ca2f2010fef
Kakavelakis, Konstantinos
d0a26962-968e-448c-94c0-3a5f2087ad5a
Unwin, Lorna
8203040c-b1e8-4948-bc2e-4bb2db648720

Jewson, Nick, Felstead, Alan, Fuller, Alison, Kakavelakis, Konstantinos and Unwin, Lorna (2007) Transforming knowledge and skills: reconfiguring the productive system of a local authority (Learning as Work Research Paper, 10) Cardiff, Wales. Cardiff School of Social Sciences 37pp.

Record type: Monograph (Working Paper)

Abstract

This paper draws on the analytical framework offered by the concept of ‘productive systems’ which shifts attention away from examining sites of work as self-standing units to one which places them in a configuration of relationships. The concept is used in this paper to track how the introduction of a call centre can reconfigure knowledge and skills from one part of the system to another. The empirical evidence for the paper
draws from a case study of a call centre which was set up as the primary access point to services provided by a local authority in the Midlands. The paper argues that the productive system perspective highlights the ways in which this call centre facilitated the rationalization of organizational procedures and practices in its back offices, while simultaneously promoting a degree of personalized service.

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Published date: June 2007

Identifiers

Local EPrints ID: 63804
URI: http://eprints.soton.ac.uk/id/eprint/63804
PURE UUID: abf36cf6-629c-42ce-93db-d4ebc90b1a98

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Date deposited: 05 Nov 2008
Last modified: 03 Nov 2023 17:55

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Contributors

Author: Nick Jewson
Author: Alan Felstead
Author: Alison Fuller
Author: Konstantinos Kakavelakis
Author: Lorna Unwin

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