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Växeln, hallå hallå! En etnografisk studie om omorganiseringen från telefonväxel till kontaktcenter i Malmö stad

Möllestål, Sanna LU (2019) GNVK02 20191
Department of Gender Studies
Abstract
In May of 2017, the city council of Malmö decided to establish a new contact center. This contact center replaced the original call center with the expectation to increase democracy, accessibility, and more efficient service. As a part of the transition, the previous telephonist workers were terminated and replaced by the new profession kommunvägledare. This study reaches from the feminist discussion about how work, skill and organization interacts in the context of the neoliberal transformation of the Swedish public sector. The aim is to analyze the organization of work in the call center and how it enables a reorganization towards a contact center inspired by New Public Management. Drawing on institutional ethnography as a method of... (More)
In May of 2017, the city council of Malmö decided to establish a new contact center. This contact center replaced the original call center with the expectation to increase democracy, accessibility, and more efficient service. As a part of the transition, the previous telephonist workers were terminated and replaced by the new profession kommunvägledare. This study reaches from the feminist discussion about how work, skill and organization interacts in the context of the neoliberal transformation of the Swedish public sector. The aim is to analyze the organization of work in the call center and how it enables a reorganization towards a contact center inspired by New Public Management. Drawing on institutional ethnography as a method of inquiry, the study takes a starting point in the lived experiences of the women working in the call center. With a feminist-materialist approach, the organization is theorized as an inequality regime where the ruling relations that regulate the telephonist workers experiences are gendered class relations. This study shows that the organization of work contributes to institutional processes where the telephonist worker is invisible and undervalued, which rationalizes the decision to dismiss her. The study offers an empirical analysis of change in the public sector where gendered ruling relations transmits to the neoliberal organization of work. The reorganization and the professionalization of service is found to coincide with political interests. (Less)
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author
Möllestål, Sanna LU
supervisor
organization
course
GNVK02 20191
year
type
M2 - Bachelor Degree
subject
keywords
Telefonist, institutionell etnografi, New Public Management, ojämlikhetssystem, professionalisering
language
Swedish
id
8987971
date added to LUP
2020-01-08 10:56:10
date last changed
2020-01-08 10:56:10
@misc{8987971,
  abstract     = {In May of 2017, the city council of Malmö decided to establish a new contact center. This contact center replaced the original call center with the expectation to increase democracy, accessibility, and more efficient service. As a part of the transition, the previous telephonist workers were terminated and replaced by the new profession kommunvägledare. This study reaches from the feminist discussion about how work, skill and organization interacts in the context of the neoliberal transformation of the Swedish public sector. The aim is to analyze the organization of work in the call center and how it enables a reorganization towards a contact center inspired by New Public Management. Drawing on institutional ethnography as a method of inquiry, the study takes a starting point in the lived experiences of the women working in the call center. With a feminist-materialist approach, the organization is theorized as an inequality regime where the ruling relations that regulate the telephonist workers experiences are gendered class relations. This study shows that the organization of work contributes to institutional processes where the telephonist worker is invisible and undervalued, which rationalizes the decision to dismiss her. The study offers an empirical analysis of change in the public sector where gendered ruling relations transmits to the neoliberal organization of work. The reorganization and the professionalization of service is found to coincide with political interests.},
  author       = {Möllestål, Sanna},
  keyword      = {Telefonist,institutionell etnografi,New Public Management,ojämlikhetssystem,professionalisering},
  language     = {swe},
  note         = {Student Paper},
  title        = {Växeln, hallå hallå! En etnografisk studie om omorganiseringen från telefonväxel till kontaktcenter i Malmö stad},
  year         = {2019},
}