Perceived organizational effectiveness, degree of consistency in the pattern of expectations

Abstract

This thesis investigated the relationship between consistency and effectiveness within the context of a model of the interaction between a work unit and a functional group. The research consisted of two major areas of work: the theoretical development of the Expectation Range Model and its operationalization of interaction characteristics, and in-depth case studies for the measurement and testing of the theory. The proposed hypothesis is:

The more the perceived Inter-group Consistency between the expectations of a work unit and another interacting functional group, the more the perceived Linkage Effectiveness of that relationship.

The literature has dealt with intra-group issues with role models directed at the individual. Clearly problems happen within a unit which can make them less effective, however, a work unit might also reach a high level of effectiveness with the co-operation of their supporting functions. The Expectation Range Model contributes to this literature in several ways: extending interaction concepts from the individual worker (intra-group consistency) level to groups (inter-group consistency); dealing with the reality of two way expectation communications between groups; presenting the concept of a range of acceptable responses; and applying the model to the manufacturing environment. It defined and operationalized three types of inter-group consistency as it related to the sets of expectations held by the Work Unit and the Functional Support Group, vis:

(1) Importance - expectations that were shared; (2) Priority - expectations that were given primacy; and (3) Acceptability - expectations that viewed actual behaviour in similar ways.

Two extensive case studies were conducted over a period of about three years to test the hypothesis: a high technology electronic repair unit in the U.S.A. and an automotive parts manufacturing organization in Ontario. The quantitative data collected was used for the calculation of a consistency score that was correlated with independent judgments. The results from one site strongly supported the hypothesis while the other site provided more selective support.

The results, methodology and potential directions for future research are discussed.