The job of managing people continues to be
essential to performance in public organizations.
Managers have long acknowledged the conflict between
the need for employees to conform to organizational
goals and the need for employee autonomy and
self-expression. The former increases predictability
at the expense of creativity (and often motivation)
and, hence, productivity, too.
The latter has the opposite effect. Even Frederick
Taylor recognized the importance of employee
self-determination, although his scientific
management principles severely limited it. Today, as
clients and citizens expect greater customization of
services, employees are being cross-trained and
given greater latitude to respond to citizen needs.
They are now being held accountable for outcomes as
well as for following correct procedures and not
violating any laws. However, the tensions between
conformity and creativity remain.