Mandated Services

Another element of choice that is taken away from core work units is whether they have a right to determine exactly what services they receive. This is a separate issue from whether they can choose their own supplier. The question here is whether people can really choose or amend the services being offered. Every staff group has procedures, training courses, and approval protocols that are required of each “customer.” Management development has its core curriculum; purchasing has its requisition form; some IT groups will support only systems and hardware that they have installed. All of these mandated services are based on a fundamental distrust of the line organization. We mandate something when we believe that left unexamined, ...

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