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Le cas de la Banque Doll
Charles Benabou
published: 2006 | Case Study | MIS
Subject Area: Organizational Behaviour; Human Resource Management; MIS
Key Issues: MIS/Organizational Behaviour; Introduction of MIS; Conflicts and HR strategies
Case Description: The case describes the impact of a new MIS
on the "games" different actors (employees, supervisors and clients) of
a customer service department of a quebecois bank play. Their
behaviours are related to their use of formal and above all informal
prescriptions and roles, in order to acquire more autonomy and power.
Those behaviours can be explained by the imperfection of the new
technology and the created uncertainty. At the same time, it is a good
opportunity for the bank managers to learn from the disorder brought
about by this situation to shape more adequate human resources
strategies. (Note: Case written in French.)
# Case Pages: 10
Case Number: 030054-G
Teaching Note: Yes
revised May 11/06
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