"One of the enduring truths of the nation's capital is that bureaucrats survive."- Gerald Ford
Bureaucracy is often regarded as a necessary but cumbersome element within organizations. It provides structure, ensures compliance with policies, and helps maintain consistency in operations. However, it can also create bottlenecks, frustrate innovation, and diminish responsiveness to customer needs. For supporters within a company, those who aid leaders in achieving organizational goals, navigating bureaucracy can be challenging. This article explores how supporters can balance bureaucracy effectively, utilize it to their advantage, and create structures that not only benefit the organization but also provide value to customers.
I don’t think you can escape bureaucracies. They develop through human culture and interaction. As Weber states they are, “the most efficient instrument of large-scale administration which has ever been developed and the modern social order in many different spheres has become overwhelmingly dependent upon it” (Weber, 1947). The question is whether they are an organizational good, or is there some better construct to administer your business?
If bureaucracies were bad, we wouldn’t have them. Why would employees or customers allow them to form? Typical research shows that people label bad rules and good rules, but the identification of those rules in either category is as complicated as humans (Adler, P. S., & Borys, B.. 1996). However, Adler and Borys theorize that cultures can develop rules in a bureaucracy that are enabling versus coercive. We, over time, and through market development determine what structures make sense, and what structures do not help the organization.
Bureaucracy, especially enabling bureaucratic order, develops from these best practices. We can either accept those requirements or fight them. Each option yields its benefits and struggles in a supporter's day-to-day interactions inside and outside the organization. I hope that after reading this article, you can navigate either good or bad bureaucracy and for our premium members, let’s establish some bureaucratic rules that are beneficial to our organizations. Enabling our customers to repeat business.
Sources for this Article:
Adler, P. S., & Borys, B. (1996). Two types of bureaucracy: Enabling and coercive. Administrative Science Quarterly, 41(1), 61-89.
Crozier, M. (1964). The bureaucratic phenomenon. University of Chicago Press.
Damanpour, F. (1991). Organizational innovation: A meta-analysis of effects of determinants and moderators. Academy of Management Journal, 34(3), 555-590.
Mintzberg, H. (1979). The structuring of organizations: A synthesis of the research. Prentice-Hall.
Olsen, J. P. (2006). Maybe it is time to rediscover bureaucracy. Journal of Public Administration Research and Theory, 16(1), 1-24.
Rockman, B. (2024). Bureaucracy. Encyclopedia Britannica. https://www.britannica.com/topic/bureaucracy.
Weber, M. (1947). The theory of social and economic organization. Oxford University Press.
Navigating Bureaucracy.
The first step in successfully balancing bureaucracy is understanding its functions and purposes. Bureaucracy is typically characterized by formalized rules, hierarchical structures, and detailed procedures. These elements are meant to create order and consistency in large organizations (Weber, 1947). Supporters must recognize that while bureaucracy can be slow and rigid, it is designed to protect the organization from risk, ensure fairness, and provide clarity. Knowing the "why" behind bureaucratic systems can help supporters navigate them more effectively.
I have not seen an organization with as much bureaucracy as a government agency. I believe our encounters with these agencies become the benchmark of giving bureaucracies a bad name. It is easy to think that a government employee is making you jump through hoops just because they can, but many of those hoops were created by law or regulation. I have run into instances where an employee or even myself had to operate in such a bureaucratic way based on those rules that specifically said it was required. Many times, in my frustrations, I would find myself online or in a library looking up that law just to understand the process.
Other times, it was because agencies believed that their way was the best practice. It takes practice to calmly request an explanation so we can understand. Supporters should be on a mission to learn why. Simply ask the employee to walk you through the process or help me understand. I have found that most of the time, the reason was obligated, or the employee was ordered to do it. Supporters can also learn a lot of how to accomplish the task and there is no benefit to arguing with that person directly.
The best practice is to work in the system and become an expert on the process. Not only will you accomplish the task, you can teach others to accomplish similar tasks. You become the asset that everyone looks to for assistance. The more you do this, the more organizational expertise you develop in bureaucracies. If you have established yourself as a competent member of the bureaucracy, complaints about a coercive bureaucracy have a higher chance of being considered unbiased and thought of as a rational supporter of future change. People will listen because you are no longer just arguing against the system, you are a team player.
This allows you to build relationships with those in the bureaucracy. You are working within “jurisdictional competency” at its core which means these people know from years of experience (Rockman, 2024). Of course, people can get complacent, but you will never know until you take the time to develop that relationship. Good bureaucracies form from people who know what right looks like and can help you understand what is right if you ask them.
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