2From Hierarchy to Enterprise

Internal Markets Are the New Formof Organization Structure

It has become a cliché to note that business schools are notorious for their poor management. Mine was no exception. An especially irksome problem was getting the copy center to work properly. Professors thrive on paper, yet we couldn’t seem to get copies made in less than a week. We knew that our local Kinko’s could get them done in a day, but we would have to pay. Since the copy center was free, we kept using it despite bad service. In fact, that’s one reason why the service was bad: we overused this free good, clogging the system. Repeated attempts to get the copy center to improve its operations and the faculty to curb their excessive usage had little ...

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