DISCIPLINE AND GOVERNMENTALITY AT WORK: MAKING THE SUBJECT AND SUBJECTIVITY IN MODERN TERTIARY LABOUR. Donald J. Winiecki

Transcription

1 DISCIPLINE AND GOVERNMENTALITY AT WORK: MAKING THE SUBJECT AND SUBJECTIVITY IN MODERN TERTIARY LABOUR Donald J. Winiecki

2 Contents Table of figures Acknowledgements vii ix CHAPTER 1 Studying the subject in technology-mediated tertiary labour 1 1 Introduction i 2 Tools and Raw Material of Analysis i 3 Foucaultian Concepts 4 a Discourse 6 b Hierarchical Observation, Normalising Judgement, Examination j c Power/Knowledge io i Disciplinary Power 11 ii Governmentality 12 Hi The Repressive Hypothesis 14 d Resistance 16 e Seeing What Other Theories Obscure 17 4 Chapter Overview 19 CHAPTER 2 Structuring the Call Centre and its Subjects 21 1 Introduction 21 2 Setting the Scene 22 3 Making Subjects Visible, Inscribable, Deconstructable and Reconstructable 29 a Enclosing and Partitioning 30 i Geographic and Architectural 30 ii Technology-Mediated Surveillance and Abstracted Inscriptions 3 3

3 b Tools, Scripting, Training and Coaching 3 8 i Software, Paper Tools and Rules 39 ii Training and Coaching 48 c Rendering the Productive Subject 53 1 Deconstructing the Inscribed Subject 54 ii (Reconstructing Subjectivity 5 5 d "Rendering the Quality Subject 58 i Data Entry and Data Processing 5 8 ii Following Scripts & Being an Agent of the Company 60 e Power, Knowledge and the Creation of Subjects 62 4 Chapter Summary 65 CHAPTER 3 The managed subject 67 1 Setting the Scene 67 2 Selecting, Affecting & Activating the Free Subject 71 a Hiring Agents: Strategically Selecting and Enclosing Subjects 73 b Teams: Partitioning Workers into Manageable Groups 81 c Teams, Team Members and Statistics: Conducting the Conduct of Agents by Putting Them Face to Face with the 'Statistical Self 88 d Responsibilisation and Career Development: Conducting the Conduct of Agents by Making them Responsible 96 e The Service-Worker's Guild: Learning Tactics to Reinforce & Protect the Organisation and Self 100 f Confessions, 'Discovery' of a Deep Self and Formation of a New Subject Chapter Summary 105

4 CHAPTER 4 Secondary Adjustments and Resistance Introduction Setting the Scene no 3 Secondary Adjustments & Resistance 113 a Affecting the Production of Quality Data 114 b Affecting How One is Heard 120 c Affecting Productivity Data 124 d Making Space for Oneself Within Disciplinary and e f Governmental Power 128 Multitasking: Using Resources of the Organisation to Support Personal Practices 131 Asserting Oneself in the Face of Management, Customers and Each Other 133 g Exit Chapter Summary 143 CHAPTER 5 Building structure with technologies from within the self and from outside the self Setting the Scene Building Structure with Manufactured Structures Responsible Subjects and Subjectivity in TMTL Chapter Summary 158 CHAPTER 6 Programmes, Technologies and Strategies Programmes, Technologies, Strategies: Manufacturing Objectivity, Knowledge, Power and 'Truth' 164 a How are Subjects Created and Maintained? 166 b Shadowboxing with Data 173 c Summation Connecting'Out'to TMTL 183

5 APPENDIX A TMTL As or Within Control Society and Empire? 189 APPENDIX B Descriptions of Research Venues 193 i BigTech 2 DeliveryWorldwide 3 MHealth 4 MedAdvise APPENDIX C Fieldwork and Methods i The Field & Research Methods a Selection of Fieldwork Sites b Cultivating & Maintaining Connections 2 Fieldwork a Selecting Informants b Data Collection 3 Data Analysis & Writing 199 References, 201 Index 217