Scientific Management In The Service Industry

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As the world moved toward the twenty-first century, nations such as the United States, Australia and India experienced an exponential growth in their service industries. To adapt to such a significant change, managers saw the introduction of the ‘total quality management’ programs, a principle that sought for customer satisfaction in an increasingly competitive market. Despite this, it is evident that the impact of Frederick Winslow Taylor’s scientific management theory has created and maintained a strong foundation for management principles within the industry. To support this, there are certain elements of Taylorism that have proved to be rather accommodating to the dynamic nature of the service industry. Also, an ongoing ‘scientific’ outlook towards management and new technologies opens the path for varying interpretations of the principles of Taylorism. In consideration of these factors, the importance and significance of scientific management within the service industry signify its continuing relevance in a further changing environment. It should be noted that despite scientific management originating in the late nineteenth century, many businesses today still do incorporate certain aspects of Taylorism into their management, though not in its original form. In fact, there is acknowledgement, both by academics and by the Taylor Society that scientific management can be adapted to fit each individual company. To further reinforce this, Freeman (1996, p.35-41) points out that while scientific management textbooks and documents are now considered historical material, the elements that make up Taylorism such as personnel selection and standard times are still frequently used, though not by name. In our modern society where customer satisfaction is first and foremost in the service industry, it is difficult to find any services that are wholly dependent on the

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