Gibson D. Lewis
Center for Business Research and Economic Development
THE ROLE OF MIDDLE MANAGEMENT IN THE KNOWLEDGE-FOCUSED SERVICE ORGANIZATION
ROLF BLUMENTRITT AND NEIL HARDIE
Abstract
This paper proposes a new role for middle management. Technology and the growth of specialization are altering the main role of the middle manager from supervision to the support of knowledge transfer. Middle managers must identify knowledge gaps and communication problems between groups, and bridge them. This bridging activity creates a network organization, linked by the knowledge transfer between groups. This bridging role is particularly important in service organizations because the particular properties of services make knowledge transfer difficult. The cohesion and effectiveness of the service organization in the future will come from the circulation of knowledge. An example is given of how middle managers can facilitate knowledge transfer in a service organization.
Gibson D. Lewis
Center For Business and
Economic Development
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