Michel Crozier quotes
The classic rationalists did not consider the members of an organization as human beings, but just as cogs in the machine. For them, workers were only hands. The human relations approach has shown how incomplete this rationale was. It has also made it possible to consider workers as creatures of feeling, who are moved by the impact of the so-called rational decisions taken above then, and will react to them. A human being, however, does not have only a hand a heart. He also had a head, which means that he is free to play his own game.
Michel Crozier
The first of the two cases which we are about to discuss concerns a large-scale Parisian administrative organization which may be described as rigid, standardized, and impersonal, and which seems unable to cope with the human and technical problems engendered by its recently accelerated growth. Its hierarchical structure, its promotional system, and its principles of organization are extremely simple. The behavior of its different categories of personnel, as actors within its social system, is therefore much easier to analyze. The actors appear to be both extremely rational and extremely predictable, as if they were playing a game that followed an experimental model. We shall use the opportunity afforded by such a situation to try to understand better one of the most fundamental problems usually associated with the concept of bureaucracy, the problem of routine.
Michel Crozier
