Efficiency and the Fix Revisited: Informal Relations and Mock Routinization in a Nonprofit Nursing Home

Participant observation in a nonprofit nursing home reveals that informal patterns of work routinization depart markedly from official procedures designed to protect the health and safety of workers and residents. Six aspects of the informal organization of work are found to correspond closely to patterns observed by Roy (1954): the mismatch between time and tasks, the development of new (informal) skills, the institutionalization of rule-breaking, negative effects on quality, the collaboration of shop-level supervision, and workers’ experience of managerial irrationality. However, whereas classic manufacturing studies emphasized upper management's periodic attempts to force compliance to official rules and routines, here upper management engages only in symbolic interventions, collaborating with workers and nursing home residents in the “mock routinization” of work. The article concludes by showing how, in the context of contradictory external workplace regulation, all three parties to the labor process of the contemporary nursing home experience mock routinization as compatible with their own interests.

Steven Henry LopezEmail: