Waking up to the reality of the “new workplace”

The aim of this paper is to provide a framework for adopting and installing a working arrangement. In line with the current emphasis on customers, the paper argues that employees, trade unions and managers should be viewed as customers to a work system given that their support and commitment will determine the success of the work system. To achieve this objective the concept of auditing “novel” work systems is introduced. Auditing will enable organizations to assess the potential of the work system before it is installed.