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Copying machine industry --- History --- Wilson, Joseph C. --- Xerox Corporation --- History.
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Technological innovations. --- Art and technology. --- Innovations --- Art et technologie --- Xerox Corporation.
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Corporate turnarounds --- Copying machines --- Copying machines --- Entreprises --- Duplicateurs --- Duplicateurs --- Case studies --- Industry --- Management --- Industry --- Management --- Redressement --- Cas, Etudes de --- Industrie --- Gestion --- Industrie --- Gestion --- Xerox Corporation --- Management.
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This is a story of how work gets done. It is also a study of how field service technicians talk about their work and how that talk is instrumental in their success. In his innovative ethnography, Julian E. Orr studies the people who repair photocopiers and shares vignettes from their daily lives. He characterizes their work as a continuous highly skilled improvisation within a triangular relationship of technician, customer, and machine. The work technicians do encompasses elements not contained in the official definition of the job yet vital to its success. Orr's analysis of the way repair people talk about their work reveals that talk is, in fact, a crucial dimension of their practice. Diagnosis happens through a narrative process, the creation of a coherent description of the troubled machine. The descriptions become the basis for technicians' discourse about their experience, and the circulation of stories among the technicians is the principal means by which they stay informed of the developing subtleties of machine behavior. Orr demonstrates that technical knowledge is a socially distributed resource stored and diffused primarily through an oral culture. Based on participant observation with copier repair technicians in the field and strengthened by Orr's own years as a technician, this book explodes numerous myths about technicians and suggests how technical work differs from other kinds of employment.
E-books --- Photocopying machines --- Mechanics --- Ethnology --- Maintenance and repair --- Xerox Corporation --- Customer services. --- United States --- Customer services --- Classical mechanics --- Newtonian mechanics --- Physics --- Dynamics --- Quantum theory --- Photocopiers --- Copying machines --- Maintenance and repair. --- Haloid Xerox, Inc. --- Mechanical engineering --- Business anthropology --- Génie mécanique --- Photocopieurs --- Affaires --- Entretien et réparation --- Aspect anthropologique --- Photocopying machines - United States - Maintenance and repair --- Mechanics - United States --- Ethnology - United States
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In the 1970s, Xerox pioneered the involvement of social science researchers in technology design and in developing better ways of working. The Xerox legacy is a hybrid methodology that combines an ethnographic interest in direct observation in settings of interest with an ethnomethodological concern to make the study of interactional work an empirical, investigatory matter. This edited volume is an overview of Xerox's social science tradition. It uses detailed case studies showing how the client engagement was conducted over time and how the findings were consequential for business impact. Case studies in retail, production, office and home settings cover four topics: practices around documents, the customer front, learning and knowledge-sharing, and competency transfer. The impetus for this book was a 2003 Xerox initiative to transfer knowledge about conducting ethnographically grounded work practice studies to its consultants so that they may generate the kinds of knowledge generated by the researchers themselves.
Business, Economy and Management --- Business Management --- Organizational learning --- Knowledge management --- Human engineering --- Work --- Social aspects --- Xerox Corporation --- Management. --- Employees. --- Industry (Psychology) --- Method of work --- Work, Method of --- Human behavior --- Labor --- Occupations --- Work-life balance --- Ergonomics --- Human factors in engineering design --- Bioengineering --- Environmental engineering --- Industrial engineering --- Human comfort --- Human-robot interaction --- Management of knowledge assets --- Management --- Information technology --- Intellectual capital --- Learning organizations --- Learning --- Communities of practice --- Haloid Xerox, Inc. --- Apprentissage organisationnel --- Gestion des connaissances --- Ergonomie --- Travail --- Case studies. --- Etudes de cas --- Cas, Etudes de --- Aspect social
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