The United States Internal Revenue Service introduced a multi-million dollar program to automate its operations in the early 1980s. This book describes a multidisciplinary study of the experiences of several thousand users in this program, based primarily on questionnaires, observation and interviews. The case study gives valuable guidance to managers and their consultants involved in planning introduction of new office technology, as well as providing more academic insights into aspects of human behaviour under changing working conditions.
Dedication. Preface. Disclaimer. Acknowledgements. Part 1: Background. 1. Automation, Beliefs and Values. 2. Background to Automtion. 3. The Politics of Automation D James Lantonio. 4. The Human Resources Technology Staff. Part 2: Automation Implementation. 5. The Automated Collection System. 6. Personnel Recruitment and Retention. 7. Human Factors. 8. Training Mary Ann Ruth. 9. Team Building and Resources. 10. Organization and Management. Part 3: Lessons Learned. 11. Automation and Leadership. 12. Motivation and Productivity. 13. Looking Back: Summary and Recommendations. Appendices. References. Additional Resources. Index.