Includes bibliographical references and index.

1. The empirical study of bureaucratic structure and function : The case-study method ; The functional approach ; Functional analysis of processes of social change ; Organization of this volume -- I. The departmental structure in a state employment agency : 2. Rules and their interpretation : The duties of the interviewer ; Adjustment and redefinition of procedures ; Interpretation of a clerical procedure on four hierarchal levels ; Replication a decade later (with Harry Cohen) -- 3. Statistical records of performance : Statistical records: a mechanism of control ; Dysfunctional consequences ; Specialization ; Elaboration based on replication (with Harry Cohen) -- 4. Competition and productivity : Competitive monopolization of job openings ; Structural differences between sections ; Social cohesion and productivity ; Implications for study of group structure -- 5. "Sine ira et studio" : Helping clients as a source of work satisfaction ; Discrimination at the reception desk ; The neutralization of interviewer bias ; Qualification and refinement of conclusions (with Harry Cohen) -- 6. Conflict with clients : Conflict and the use of sanctions ; Informal discussions about clients ; The social cost of resolving conflict ; Anti-client norms -- II. The departmental structure in a federal enforcement agency : 7. Consultation among colleagues : Legal regulations and operating rules ; The pattern of consultation ; Consultation in disguise ; The concept of social exchange -- 8. The network of interpersonal relations : The interaction pattern: skeleton of group structure ; The process of integration ; Social status and interaction ; Reconsidering the conclusions on differentiation -- 9. Social cohesion and law enforcement : Mechanisms of social cohesion ; The interrelation of major roles ; Role expectations in a bureaucracy ; A note in particularism -- 10. Unofficial norms : Standards of productivity among white-collar workers ; The taboo on reporting offers of bribes ; The enforcement of group norms ; Studies of informal status and conformity -- 11. The exercise of authority : Reviewing the performance of colleagues ; Supervisory control ; Authority and sanctions ; Addendum on the concept of authority -- III. The permanence of change : 12. Bureaucracy and social change : Fearful overconformity ; Variations of displacement of goals ; Succession of goals -- 13. The dynamics of bureaucratic structure : Emergent organizational needs and structural change ; Some prerequisites of adjustive development ; Bureaucracy and society ; A final paradox -- IV. Methodological epilogue : 14. Field work in bureaucracy : Initial design ; Chronology ; Entry and orientation ; The role of the observer -- 15. The process of conceptual refinement : Consultation ; Supervisory authority ; Statistical records ; Organization and functional framework ; Historical role of the case study.