The nature of management is changing: managers are becoming more like consultants, focusing on projects, functional integration, change and 'clients'. This timely book is based on a large-scale, international study of new management practices and examines the emergence of consultant managers. It breaks new ground in our understanding of this hybrid role, uncovering working practices, identities and occupational dynamics, to shed light on both management and consultancy. It unpacks the changing relationship between external consultants and management to reveal important implications for the future of consultancy. Both private and public sectors are covered, with a focus on managers in large and multinational organisations such as former consultants and those in specialisms such as human resource management who adopt consulting roles. In addition to advancing our understanding of changes in management, this book offers a demystifying view of consultancy as a whole, from one of the largest ever studies of this occupation.

In this distinctive and valuable contribution to understanding organisational change, different levels and types of analysis are drawn on and connected. This is achieved through an exploration of the conditions, processes and outcomes of change in the field of UK financial services.

In this distinctive and valuable contribution to understanding organisational change, different levels and types of analysis are drawn on and connected. This is achieved through an exploration of the conditions, processes and outcomes of change in the field of UK financial services.

The nature of management is changing: managers are becoming more like consultants, focusing on projects, functional integration, change and 'clients'. This timely book is based on a large-scale, international study of new management practices and examines the emergence of consultant managers. It breaks new ground in our understanding of this hybrid role, uncovering working practices, identities and occupational dynamics, to shed light on both management and consultancy. It unpacks the changing relationship between external consultants and management to reveal important implications for the future of consultancy. Both private and public sectors are covered, with a focus on managers in large and multinational organisations such as former consultants and those in specialisms such as human resource management who adopt consulting roles. In addition to advancing our understanding of changes in management, this book offers a demystifying view of consultancy as a whole, from one of the largest ever studies of this occupation.

Management ideas, and their associated applications, have become a prevalent feature of our working lives. While their focus is familiar, such as efficiency, motivation, and improvement, they range from specific notions such as activity-based costing, to broad movements like corporate social responsibility. This Handbook brings together some of the latest research from leading international scholars on how management ideas are produced, promoted, and adapted, and their effects on business and working practices and society at large. Rather than focusing on specific management ideas, this volume explores their key socio-political contexts and channels of dissemination, and is organized around four core overlapping themes. The first section sets out the research field in general, in terms of both an overall system and of different perspectives and research methods. The second section explores the role of different actors and channels of diffusion, including the consumers and producers of management ideas and 'new' media, as well as traditional players in the management ideas field such as consultancies and business schools. The third section focuses on specific features or dynamics of the management ideas system, such as their adoption, evolution, institutionalisation, and resurgence, while in the final section, critical and new perspectives on management ideas are examined, highlighting specific socio-political contexts and the possibility of alternative ideas and forms of critique. With a broad range of perspectives represented, this Handbook provides a comprehensive, authoritative, and enduring resource for those studying management, innovation, and organizational change, as well as for those working in the management ideas industry.

Customer service is at the center of many recent changes in work and organizations and is often celebrated as being of benefit to all. This book explores the real nature of customer service from different critical perspectives drawing on a wide range of sectors internationally.

Management consultants are typically seen as key mediators in the flow of management ideas. And yet little is known about exactly what happens when they work together with clients, behind closed doors in consulting projects. Do they really innovate or simply legitimate existing knowledge? This book presents research from a three year long 'fly-on-the-wall study' of consulting projects and challenges our taken for granted view of consultancy.
It draws on and integrates theories of knowledge and social boundaries to reveal a picture of complex and shifting insider-outsider relationships. Here, the outsider or expert status of consultants in relation to their clients cannot be assumed in their day-to-day project interactions. Different actors, roles, and types of knowledge are involved in an interactive and dynamic process where various boundaries are constructed, reinforced, negotiated and transformed. The chapters selectively explore these dynamics, revealing the importance of boundary complexity, the role of humour and challenge in often tense relationships, and the importance of shared knowledge domains such as sector knowledge.
This in-depth analysis of inter-organizational project teams also covers a wide range of consultancy contexts, drawing on cases studies which include:
* a US-based strategy firm and a multinational client,
* the public and private sectors,
* a sole practitioner consultant,
* IT implementation in financial services.
The book is important for all those with an interest in management consultancy, project working and management knowledge as well as in innovation/change, inter-organisational relations, boundaries and professionalservices. The authors include some of the leading research experts on management consultancy as well as a former management consultant and current expert in management learning.