ORGANISATIES BEGRIJPEN
TWEEDE JAAR BACHELOR SOCIAAL WERK
Inhoud
Inleiding........................................................................................................................................................ 4
1. Waarom is organisatiekunde belangrijk voor sociaal werk?.............................................................................4
1.1 Competenties van sociaal werker...............................................................................................................4
1.1 De bedoeling................................................................................................................................................4
2. Onze veranderde wereld...................................................................................................................................5
3. Organisaties en organisatieleer.........................................................................................................................6
3.1 Raakvlakken.................................................................................................................................................6
3.2 Over organisaties.........................................................................................................................................6
4. Kijken naar organisaties....................................................................................................................................7
Klantgerichtheid.......................................................................................................................................... 10
1. Intro enkele misverstanden............................................................................................................................10
1.1 Klantgerichtheid........................................................................................................................................10
2. Klanten.............................................................................................................................................................10
3. Klantgerichtheid..............................................................................................................................................11
3.1 Spanning?..................................................................................................................................................11
4. Waarde: 2 modellen........................................................................................................................................11
4.1 Klantenwaarde..........................................................................................................................................11
4.2 Business model canvas (belangrijk examen!)...........................................................................................12
4.3 Waarde: pine and gilmore.........................................................................................................................13
3 sporen naar klantgerichtheid..................................................................................................................... 13
1. Historische lagen van klantgerichtheid...........................................................................................................14
1.1 Van maken naar produceren.....................................................................................................................14
1.2 The sky is niet the limit..............................................................................................................................14
1.3 Gevoelens van de klant herontdekken.....................................................................................................15
1.4 Drie sporen naar klantgerichtheid............................................................................................................16
2. Performantie: verkopen van feilloosheid........................................................................................................16
2.1 Efficiëntiviteit als kern...............................................................................................................................16
2.2 Verspilling als vijand..................................................................................................................................17
2.3 Zwakste schakel in de ketting vinden........................................................................................................17
2.4 Innovatie als motor...................................................................................................................................18
3. Maatwerk: verkopen van “fit”.........................................................................................................................18
Pagina 1 van 67
, 3.1 Van aanbodgestuurd over klantbewust naar vraaggestuurd...................................................................18
3.2 Maatwerk in essentie of verpakking?.......................................................................................................18
4. Beleving: verkopen van lucht..........................................................................................................................19
4.1 Because I’m happy....................................................................................................................................19
4.2 Is tevreden wel genoeg?...........................................................................................................................19
4.4 Een derde spoor........................................................................................................................................20
4. All together now...................................................................................................................................... 21
4.1 Samenspel.....................................................................................................................................................21
4.2 Evenwicht op maat........................................................................................................................................22
7. Algemene principes klantgerichte organisaties..............................................................................................22
5. De machine achter de magie.................................................................................................................... 23
5.1 Organisatie ontwikkeling als kans en valkuil.................................................................................................23
5.1.1 Ontwikkeling vanuit groei, crisis en (r)evolutie.....................................................................................23
5.2 Het model in vogelvlucht..............................................................................................................................26
5.2.1 7S-model................................................................................................................................................26
5.2.2 Q-model als integratief kader................................................................................................................28
6. Strategie 1............................................................................................................................................... 29
6.1 Kennen van de arena.....................................................................................................................................29
6.2 VERAF............................................................................................................................................................29
6.3 Dichtbij..........................................................................................................................................................29
6.4 INspelen op en verhouden tot de arena.......................................................................................................30
6.5 Het fundament: missie, visie en waarden.....................................................................................................31
6.6 Valkuilen en tips............................................................................................................................................32
7. Strategie 2............................................................................................................................................... 33
7.1 Gelaagdheid van strategie.............................................................................................................................33
7.2 Strategisch plannen.......................................................................................................................................33
7.2 Klantinteties en -beloftes..............................................................................................................................35
7.2.1 Klantintenties.........................................................................................................................................35
7.2.2 KLantbeloftes..........................................................................................................................................36
7.3 De vier ambities.............................................................................................................................................36
8. Structuur 1............................................................................................................................................... 37
8.1 Organisatiestructuur.....................................................................................................................................37
8.2 Configuraties van Mintzberg.........................................................................................................................39
8.2.1 De typologie van Mintzberg...................................................................................................................40
8.3 Het nieuwe organiseren................................................................................................................................44
9. Structuur 2............................................................................................................................................... 46
9.1 Systemen.......................................................................................................................................................46
Pagina 2 van 67
, 9.2 Processen en instrumenten..........................................................................................................................46
9.2.1 Processen...............................................................................................................................................47
9.2.2 instrumenten..........................................................................................................................................47
9.3 Systemen in kaart brengen...........................................................................................................................47
9.4 Sleutelen aan systemen................................................................................................................................49
10. Cultuur 1................................................................................................................................................ 50
10.1 Groepsnormen............................................................................................................................................50
10.1.1 De mens als sociaal dier.......................................................................................................................50
10.1.2 Groepsnormen: de ongeschreven regels.............................................................................................50
10.1.3 Kansen en bedreigingen van groepsnormen.......................................................................................51
10.2 Organisatiecultuur begrijpen......................................................................................................................51
10.3 Uitingen van cultuur: UI-model...................................................................................................................52
10.3.1 Nut van organisatiecultuur...................................................................................................................53
10.3.2 Valkuilen van organisatiecutluur..........................................................................................................53
11. Cultuur 2................................................................................................................................................ 54
11.1 Cultuur in kaart brengen.............................................................................................................................54
11.1.1 De typologie van Handy en Harrison...................................................................................................54
11.1.2 Het model van concurrerende waarden..............................................................................................55
11.1.2 Harrison versus Quinn..........................................................................................................................56
11.2 Aan de slag met cultuur..............................................................................................................................57
11.2.1 Managen van cultuur...........................................................................................................................57
11.3 Klantgerichte cultuur...................................................................................................................................58
12. Verandering 1........................................................................................................................................ 59
12.1 Verandering.................................................................................................................................................59
12.2 Top-down: plantmatig veranderen.............................................................................................................59
12.3 Bottom-up: waarderende benadering........................................................................................................62
12.4 Veranderaanpak..........................................................................................................................................64
13. Verandering 2........................................................................................................................................ 65
13.1 Weerstand...................................................................................................................................................65
13.1.1 Weerstand is een signaal.....................................................................................................................65
13.1.2 Soorten weerstand...............................................................................................................................65
11.1.3 Weerstand begrijpen............................................................................................................................65
13.1.4 Kijken naar weerstand..........................................................................................................................66
13.1.5 Nut van weerstand...............................................................................................................................66
13.1.6 Omgaan met weerstand.......................................................................................................................66
13.2 Van schijfjes naar salami.............................................................................................................................66
Pagina 3 van 67
, INLEIDING
1. WAAROM IS ORGANISATIEKUNDE BELANGRIJK VOOR SOCIAAL WERK?
Organisaties beïnvloeden het werk van SOW’ers
Voorwaarde om eigen plaats en bevoegdheden te begrijpen inzicht in eigen organisatie
SOW’ers beïnvloeden organisaties
Hoe kun je organisatiedoelstellingen realiseren over vaardigheden beschikt
Tussen samenlevingen en belanghebbenden zitten er organisaties waarin SOW’ers zich bevinden
gedreven door maatschappelijke thema’s
1.1 COMPETENTIES VAN SOCIAAL WERKER
1.1 DE BEDOELING
Basisinzichten:
Zicht hebben op hoe interne organisatiefactoren inspelen op effectiviteit
Methodisch handelen in het geheel van complexe en vaak onoverzichtelijkheid
Kenmerken van organisaties en processen in organisaties
Inhoud:
Onze bedoeling op het systeem werken!
Ruime kijk op organisaties in relatie tot hun omgeving
o Organisaties als levende en adaptieve systemen
Aanbod- naar waarde denken
o Kijken op waardepropositie en -creatiegericht op belanghebbenden (Business Model)
Pagina 4 van 67
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