name index
A American Express, 574 Baker, Stephen, 601–602 A&W Restaurants, 249 American Heart Association, 69, Bakke, Dennis, 286 AARP (American Association of 193 Ballew, Paul, 600 Retired Persons), 390 American National Standards Ballmer, Steve, 16, 272, 281, ABC, 80 Institute, 589, 590 282 Abledata, 395 American Society for Quality, Ball, Sharon, 357 Academy of Management 586, 590 Banana Republic, 99, 529 Executive, 38 American Society of Mechanical Banga, M. S., 190 Academy of Management Engineers, 42 The Bankers Bank, 567 Journal, 7, 38 America West, 485 Bank of America (BoA), Academy of Management America Online (AOL), 11, 168, 227–228 Review, 7, 38 542 Bank One, 401 The Accident Group, 425–426 Ameritech Corporation, 375 Baptist, Douglas, 208–209 Ace Hardware, 185 AMP, 261 Baratta, Sandy, 116 Acura, 464 Anda, Luis de, 245 Bare, Mike, 525–526 Acxiom, 559–560 Angelini, Greg, 436 Barger, Dave, 440 Adams, Diane, 133 Angle, Colin, 525 Barlow, Jeanette, 570 Adams, Ed, 403 Anheuser-Busch, 239 Barnard, Chester, 34, 54–56 Addessi, Joan, 107, 108, 109, Apache Medical Systems, 574 Barneys, 219 110–111 Apple Computer, 210, 297, 322, Barnholt, Ned, 435, 493–494 Addessi, Richard, 107, 108 601–602 Barron’s, 176 Addington, Gordon, 120 Appling, Troy, 567 Baseler, Randy, 147 Adelphia, 100 Aramark, 478 Baxter International, 434, 512 Adidas-Salomon, 247 Argenti, Paul, 486 Bayer, 274 Adler, Nancy J., 507 Argosy Education Group, 497 Becoming a Manager: Mastery of Administrative Science Arizona Public Service Company, a New Identity (Hill), 21–23 Quarterly, 7, 38 486 Behlen Manufacturing, 339–340 Adobe, 562 Arizona Republic, 177 Bell, Alexander Graham, 212 Advance Auto Parts, 305 Arkwright, Richard, 37 Bell Atlantic, 385 Aer Lingus, 582 Armstrong, Neil, 143 Bello, Leslie, 195 Agilent, 435, 493–494 The Art of War (Sun Tzu), 36 BellSouth, 115, 167 Agile Web, 298–299 Asian Wall Street Journal, 543 Ben & Jerry’s, 125 Agnello, William, 296 Associated Business Systems, 143 Bennis, Warren, 451 Ahold USA, 415 Associated Press, 16 Beretta, Fabbrica d’Armi Pietro, Airbus, 147, 148, 149, 485 Asutek Computers, 297 57 AirTran, 485 AT&T, 5, 10, 54, 171, 185, 251 Bergelman, Mark, 218 Air Transport World, 543 Atkins diet, 71 Berkowitz, Amy, 311 Albano, Monica, 350 Atlantic Records, 572 Bernard, Suzanne, 260 Albertson’s, 415 Atwaters, 221 Best Buy, 85 Albin Engineering, 431 Audi, 464, 525 Bethune, Gordon, 92, 223, 224, Albin, Marc, 431 AutoDesk, 418 225–226, 461, 462 Alderfer, Clayton P., 419 Auto-Zone, 305 Bezos, Jeff, 3 Alexander, Allison, 465 Avery Dennison Corporation, Bic, 16–17 Alexander, Shane, 465 214 Bienaime, Jean-Jacques, 90 Alexander, Tom, 528–529 Avis, 195 Bindner, Eric, 326 Alitalia, 582 Avon, 346 Bitfone Corporation, 252 Allen, Jay, 247 Axcellis Technologies, 260–261 Blake, R. R., 458–459 Allstate, 432 Axtell, Roger E., 506 Blanchard, Kenneth, 467–469 Alteon WebSystems, 154–155 Ayers, Barbara, 383 The Blog Machine (Jarvis), 497 Blonsick, John S., 397 Amazon.com, 3, 569 B AMD, 254 Blunders in International American Airlines, 72, 582 Babbage, Charles, 212 Business (Ricks), 260 American College Testing, 360 Bailey, Sheldon, 248 BMW, 156, 464, 525, 586 American Council of the Blind, Baird, John, 212 Boeing, 115, 147, 306, 343, 387, 395 Baker, Charlie, 124 537, 596
681 682 Index
Bombardier Aerospace, 217 Carquest, 305 CNBC, 176 D Bombardier, Inc., 260 Carrasco, Emma, 511–512 Cnet.com, 170 Daewoo Motors, 581 Bonsignore, Michael, 513 Carrier, 275, 276 CNN, 168 Dahl, Roald, 569 Borden, George, 506 Carrier, Willis, 212 Coca-Cola Company, 17, 80, DaimlerChrysler, 80, 85, 134, Borg, Anita, 392 Carrigan, Pat, 4–5 252–253, 277–278, 345, 217, 572, 596 Borick, Steve, 82 Catalytica Pharmaceuticals, 404 350, 387, 454, 474, 540, Daimler, Gottlieb, 212 Bosch, 546 Caterpillar, 306 557 Dairy Queen, 4 Boston Consulting Group, 14, Catholic Health System, 568 Cohen, Ben, 125 Dalland, Todd, 204 181–183 Caudle, Joe, 461 Colborne, Leo, 588 Daniel, Rene, 524 Boston Globe, 176 Caudwell, John, 528 Colgate-Palmolive, 475 Darby, Abraham, 37 Bounty, 103 Caulfield, John, 179 Collins, Rory, 7 Davis, Chuck, 433 Bowa Builders, 89 CBS, 80, 311 Columbia/HCA, 117 Davis, Jim, 88 Boyd, Jeff, 222 CCE, 277–278 Columbia space shuttle, 154, 512 Davis, Richard, 123 Boyle, Sharon, 585 CDW (Computer Discount Comcast, 81, 167, 168, 170 Deavenport, Earnest, 591 Boy Scouts, 118 Warehouse), 15, 77, 362, Comercial Mexicana SA, De Beers Consolidated Mines, Brennan, Jack, 542 420–421, 441 246–247 81–82 Breshears, Ron, 360 Celanese, 559 Commercial Credit, 526 Dehecq, Jean-François, 256 Brief, Art, 101–102 Center for Effective Compaq, 511 Dell, Inc., 5, 84, 118, 152, 174, Brindley, Brigid, 420–421 Organizations, 329 Competitive Advantage through 340, 351, 451, 541, Bristol-Myers, 92–93 Center for Science in the Public People (Pfeffer), 24 584–585, 596, 597, 603, British Airways, 582 Interest, 69, 122 CompuServe, 169 605 British Royal Navy, 557 Center for the Study of Work Conaway, Wayne, 506 Dell, Michael, 5, 118, 451 British Telecom, 251, 363 Teams, 310–311 Concelman, Jim, 497 Deloitte Touche Tohmatsu, 513 Britvic Corona, 248–249 Cerf, Vint, 212 Concert, 251 DeLorenzo, Richard, 222 Bronfman, Edgar, 173 Cerner Corporation, 501–502, 574 Conde Nast Traveler magazine, Delta Air Lines, 11, 17, 72, 397 Brookson, Stephen, 146 Cescau, Anthony, 280 543 DeLuca, Fred, 501 Brown, Arnold, 496 Cessna, 315, 326, 327–328 Connor, Linda, 422 DeMars & Associates, 21 Brown, Jessica, 406 CFO magazine, 475 Consumer Product Safety DeMars, Jo, 21 Brown, Kathleen, 195 Challenger, Gray & Christmas, Commission, 84 DeMichele, Mark, 486 BRW, 407 390–391 Consumer Reports, 149, 174, Democrat Gazette, 175 Bryant, Jim, 249 Challenger space shuttle, 154 229 Denny’s, 385 Buchanan, Jim, 228 Chambers, Jeff, 88 Container Store, 189 Department of Justice, 345 Budgeting Basics & Beyond Chambers, John, 16, 347, 542 Continental Airlines, 9, 16, 92, Department of Labor, 84, 343, (Shim and Siegel), 146 Champion International, 306 223, 224, 225–226, 461, 345, 427 Budweiser, 596 Champy, James, 291, 292 462 Descriptive Geometry (Monge), Buerhaus, Peter, 370 Chandra, Bidhan, 261 Con-Way Central Express, 558 58 Buick, 586 Chaparral Energy, 145 Cook, Roger, 397 Detroit Free Press, 175 Burdick, Paul, 286 Charan, Ram, 92 Coolidge, Calvin, 135 Dexheimer, Jeff, 12 Bureau of Labor Statistics, 391 Charles River Laboratories, 528 Cool Talk, 80 D. G. Yuengling & Son, 133, Burger King, 69, 80, 192, 193, Charlotte Hornets, 141 Cordell, Phil, 596 416–417 194, 583 ChevronTexaco, 250 Corning, 90 DialAmerica Marketing, 12 Burlington Northern Railroad, Chicago Harvester, 37 Coronado Bay Resort, 355 Dial Corporation, 387 318–319 Chicago Medical Center, Cort, Henry, 37 Dice.com, 351 Burns, Dave, 319 557–558, 560 Costco, 189, 346, 523, 530 DiCenso, Monica, 428 Burns, Tom, 287 Chicago Sun Times, 101 Costley, Gary, 85 DirecTV, 167, 556 Burns, Ursula, 457 Chicago Tribune, 176 Coventry Mall, 524 Discovery Communications, Businessculture.com, 506 Chigo Air Conditioning, Cox Cable, 171 437 Business Plans to Game Plans 368–369 Cox, Taylor, 405 Dish Network, 167, 556 (King), 146 Children’s Orchard, 283 Creative Learning and Child DiSouza, Francis, 351 Business Traveler International, Children’s Place, 524 Care, 369 Dixon, Pam, 341 543 Chillers, David, 513 Cress, Jennifer, 341 Domblides, John, 557 Business Wire, 16 Chrysler Corporation, 143, 584, Crockett, Bill, 141 Domini 400 Social Index, 124 586 Crown Cork, 314–315 C Dominican Hospital, 574 Chubb, 275 Cruickshank, John, 101 Domino’s Pizza, 337 Cadbury Schweppes, 248 Chugach School District, 222 Csikszentmihalyi, Mihaly, 212 Donna Karan, 532 Cadillac, 525, 586 Ciba-Geigy, 177 C-Span, 148 Do’s and Taboos Around the Canada Cordage, 545 CIGNA, 498 CSX, 293, 325 World (Axtell), 506 Canon, 80 Cinemax, 11, 168 Cubist Pharmaceuticals, 572 Dostart, Karen, 525 Cantelo, Mike, 506 Cingular, 185 Cummins Engine, 306 Doughty, Robert, 193 Capellas, Michael, 511 Cisco Systems, 16, 347, 362, 542 Curtis, John, 595 Douglass, Kirk, 99 Cappelli, Peter, 374 Citibank, 494 Cushman & Wakefield Healy & Douress, Joseph, 506 CARE, 126 Citigroup, 114, 278–280, 508 Baker, 149–150 Dow Chemical, 362, 545 CareerBuilder.com, 350, 351 City Telecom, 81 Custage, Dennis, 249–250 Dowell, Ben, 93 Careers and the Disabled, 395 Clarke, Virginia, 388 Cutler, Steven, 449 Dow Jones Company, 175, 176 Caremark International, 106 Clark, Kevin, 420 CVS, 523, 594 Dowling, Donald, 506 Caribou Coffee, 431 Climate Engineering CyberAlert, 16 Drew, Ernest, 388 Carmichael, Pat, 407 Corporation, 326 Cypress Semiconductor, 399 Dr. Pepper, 80 Index 683
Drugstore.com, 564 Ethics Resource Center, 151, 531 Frito-Lay, 435 Grinstein, Gerald, 17 Duck, Jeanie, 14 European Monitor, 149–150 Fuji, 120 GTE, 385 Duke’s Children’s Hospital, 536 European Union (EU), 545–546 Fuji Photo Film, 250 Guitar Centers, 218 Dun & Bradstreet’s Guide to Evans, Ali, 189 Fujisawa Pharmaceuticals, 349 Gutenberg, Johannes, 59, 206 Doing Business Around the Everything 99 Cent store, 524 Fuji-Xerox, 250 World (Morrison, et al.), Executiveplanet.com, 506 The Functions of the Executive H 506 ExxonMobil Corporation, 490 (Barnard), 54–56 H&R Block, 341 Dunkelberg, John, 55 Funo, Yuki, 134 Haas, Chris, 214 Dunkin’ Donuts, 195 F Haedicke, Ted, 557 DuPont, 203, 346, 404 Facility Information Systems G Haines, Ray, 405 Durel, Tom, 500–501 (FIS), 555 Gagnon, Stephen, 221 Hall, Edward, 509 Durken, Diane, 374 Fair Labor Association, 247 Gannett Company, 175–177 Hall, Mildred, 509 Fandray, Dayton, 116 Gantt, Henry, 34, 43–44 Hamilton Sundstrand, 275 E Fannie Mae, 100, 386 Gap, 99, 524 Hamilton, Walter, 283 Earnhart, Stephen, 221 Farnsworth, Philo T., 212 Gardner, Grover, 539 Hammer, Michael, 221, 291, 292 EarthLink, 168, 170, 171 Fast Company magazine, 470, Gardner, Howard, 452 Hampton Inn, 595, 596 EA Sports, 71, 187 475 Gasaway, Roger, 309 Hampton University, 407 Eastman Chemical, 330, 591 Fastow, Andrew, 475–476 Gates, Bill, 88–89, 272, 281, 282 Handy Andy, 177 Eastman Kodak, 306, 374 Fayol, Henri, 5, 34, 46–49 Gateway, 152 Hapburg, Richard, 433 East Providence, Rhode Island, Federal Aviation Administration Gee, Tom, 215 Haque, Promod, 252 Police Department, 351 (FAA), 485, 536 GE Global eXchange Services, Harbin Brewery Group, 239 Eaton Corporation, 309 Federal Communications 317 Hardee’s, 69 eBay, 117 Commission (FCC), 84 Genecor, 90 Harding, Ralph, 465 Ebbers, Bernard, 4, 102 Federal Reserve System, 84 Genentech, 90 Hargreaves, James, 37 Eckerd Drug Stores, 523 Federal Trade Commission General Dynamics, 599 Harmon Industries, 360 Eckert, Robert, 138, 510–511 (FTC), 84 General Electric, 120, 227, 250, Harris, Ben, 540–541 Ecopledge.com, 84 FedEx, 191, 513 251, 306, 309, 315, 327, Hartman, Stephen W., 539 Edge Software Services, 420 Feuerstein, Aaron, 124 454, 470, 474, 541 Harvard Business Review, 38 Edgewater Technology, 104 F. H. Faulding & Company, General Foods, 85–86 Harvard Business School, 404 Edison International, 385 90–91 General Mills, 72, 573 Hatch, Jeff, 286 Edison, Thomas, 212 Fiat, 190–191 General Motors, 4–5, 11, 17, 80, Hauser, Meghan De Goyler, Edwardson, John, 15 Fiedler, F. E., 460–463 82, 219, 220, 328, 465, 496 Efficient Foodservice Response, Fill, Cliff, 525 488, 523, 572, 584, 586, Haze, Paul, 495 603 Finkel, James, 433 597, 600 HBO, 11, 168 Egan, John, 584, 605 Fiorina, Carly, 452 Genesco, 540–541 Health Decisions, 558–559 Egg Roll Hut, 524 First Command Financial Gerdau SA, 239 HealthSouth, 100, 474 Eisenhower, Dwight, 531 Planning, 77 Germano, Peter, 245 Healthy Valley, 73 Eisen, Peter J., 539 Fisher, Phillip, 295 Germany Business Traveler, 543 Heil Trailer International, 599 Eisner, Michael, 435 Fisher, Roger, 50 Getting to Yes: Negotiating Herman Miller, 296, 540 Electric Boat, 436 FleetBoston Financial, 227–228 Agreement without Giving Hernandez, Joe, 370 Electronic Arts, 350, 418 Florida Power & Light, 215 In (Fisher, Ury, and Patton), Hersey, Paul, 467–469 Eli Lilly & Co., 188, 190 Florist Network, 435 50 Hertz, 84, 195 Ellinger, Deborah, 594 FNS NewsClips Online, 16 Giannantonio, Frank, 570 Hewlett-Packard, 13, 14, 80, El Paso Corporation, 531 Follet, Mary Parker, 34, 49–51 Gilbreth, Frank, 34, 41–42, 44 152, 325–326, 452, Emap Performance Television, Food and Drug Administration Gilbreth, Lillian, 34, 41–42, 44 528–529, 546–547 237 (FDA), 69, 82, 84, 190, 559 Giller, Peter, 92 Hilgert, Ray, 497 EMC Corporation, 588–589 Foot Locker, 431 Gillette, 103, 185, 512 Hill, Linda, 21–23 Enron, 475–476 Forbes magazine, 219, 283 Giuliano, Louis, 499 Hindustan Lever, 190 Enterprise Rent-a-Car, 195, 403, Ford, Henry, 37, 206 GlaxoSmithKline Consumer Hinkle, Joe, 84 513–514, 591 Ford, Lynda, 535 Healthcare, 296 Hire.com, 350 Environmental Protection Agency Ford Motor Company, 37, 80, Goizueta, Roberto, 540 HNC Software, 513 (EPA), 84 82, 215–216, 251, 306, 370, Goldberg, Ray, 531–532 Hoechst Celanese, 388, 407 Epilepsy Foundation of America, 514, 564, 572, 586, 605 Goldman Sachs, 325 Hofstede, Geert, 257 395 Forrester Research, 588 Good Value, 72–73 Holiday Inn, 89 Epitec Group, 357 Fortune magazine, 11, 15, 25, Goodyear Tire Company, 78 Hollenbeck, John, 327 Equal Employment Opportunity 76, 153, 256, 341, 342, Google, 6, 16, 167, 312, 497, Holmes, Tim, 514 Commission (EEOC), 84, 385, 387, 391, 392, 449, 514 Holzel, Urs, 6 341, 342–343, 345, 346, 454, 455, 477, 502, 523, Gore, Bill, 203 Home Depot, 5, 120, 125, 177, 349, 386, 387, 390, 393, 543, 554, 559, 588 Gorman, Rebecca, 5 179, 185, 325, 530 405, 406 Franklin, Hilary, 354 Goulding, Doug, 545 Honda Motors, 124, 238, 251, Ernst & Young, 511, 512 FreemantleMedia, 247–248 Graczyk, Bob, 349 584, 586 Esmond, Donald, 82 Free World Dialup, 81 Grammer, Neil, 503 Honeywell, 513, 590 Esparza, Andy, 340 French or Foe (Platt), 509 Granakis, Huck, 308 Hoogezand Sappmeer, 15 ESPN, 86 Freudenberg-NOK, 592 Greenberg, Glenn, 86 Hooters, 342–343 Essential Managers (Brookson), Friedman, Milton, 118–119 Green, Darryl, 251 Horgan, Sam, 390 146 Friedman, Thomas, 238–239 Greenfield, Jerry, 125 Hosmer, Larue, 110 Ethicspoint, 513 Friedson, Art, 441 Griffith, Scott, 195 Hot Dogs & More, 524 684 Index
HotJobs.com, 350 J Knight-Ridder Corporation, 141, Lubrano, Al, 347 Houck, Elsie, 401 Jacobsen, Michael, 122 175, 176 Luby’s, 192 Howe, Carl, 588 Jaguar, 586 Knouf, Craig, 143 Lucas, George, 307–308 Howell, William, 388 Jarvis, Jeff, 497 Kodak, 119–120 Lucent, 10 HR Magazine, 505 JCPenney, 388, 523 Koehler, Hans, 506 Lufthansa, 582 Hukku, Rajesh, 15 J. D. Power & Associates, 229, Kogure, Makoto, 136 Luter, Joseph, 531–532 The Human Equation (Pfeffer), 581, 586 Kohake, Bedie, 404 Lynch, Vinya, 499 24 Kohlberg, Lawrence, 109 Jeep, 586 M The Human Problems of an Jefferson, Thomas, 57 Kotter, John, 223, 224, 225 Industrial Civilization Jessup, Debra Ragin, 55 Kozak, Mark, 437 M&Ms, 88 (Mayo), 53 JetBlue, 439–440, 485 Kozloff, Barry, 261 Magnetics International, 546 The Hunger Site, 122 j-Flex Solutions, 15 Kozlowski, Dennis, 449 Mail Boxes Etc., 191 Hutosky, Jeannie, 73 J. M. Smucker, 15 KPMG, 100, 316 Mainstream, 395 Hyperspace Communications, Job Accommodation Network, Kraemer, Harry, 434, 512 Malden Mills, 124 453 394, 395 Kraft Foods, 15, 70, 172 Mancini, Joe, Jr., 457 Hyundai, 581 Job Searching Online for Krasuna, Amy, 529 Mangiardi, John, 209 Krause, Donna, 369 Marconi, Guglielmo, 212 I Dummies (Dixon), 341 Jobs for Progress, 407 Kroc, Ray, 91, 135 Market6, 604 Iacocca, Lee, 143 Jobs, Steve, 322 Kroger, 415 Markovitz, Michael, 497 Iberia, 426–427 John Deere, 263 Kuczynsky, John, 531 Mark, Reuben, 475 IBM, 88, 89, 107, 108, 109, Johnson & Johnson, 120–121, Kung, Cee, 263 Marlow Industries, 374 110–111, 291, 570, 173, 181 Kunitiz, Matt, 213 Marriott Marquis Hotel, 406 588–589 Johnson, Doug, 310–311 Kwik-Fit Financial Services, 465 Marshall Fields, 431 iComp Index, 206, 207 Marshal Medical Center, 525 Johnson, Jim, 386 L IGA, 72–73 Johnson, Rahsaan, 9 MARS Music, 218–219 IKEA, 173, 175 Jonath, Franklin, 13 La Barbera, Priscilla, 77 Martens, Phil, 216 IM Logic, 351 Jones, Carla, 464 Lacy, Alan, 477 Martin, Donna, 91 Implicit Association Test (IAT), Jones, Edward, 464 Lafley, A. G., 184, 222, 224, Martinez, Francisco, 246–247 406 Journal for Quality and 502, 512 Martin, José, 350 Inc., 349 Participation, 590 Lamstein, Aaron, 125 Maslow, Abraham, 419 Indianapolis Star, 177 Journal of Applied Psychology, Landale, Marjorie, 416–417, Massachusetts Institute of Industrial Light & Magic (ILM), 7, 38 422–423 Technology, 139 307–308 Joyner-Kersee, Jackie, 475 Land Rover, 586 Massar, Tanno, 528 Industry Week, 307 J-Phone, 251 Lands’ End, 543, 570 Massey Energy, 368–369 Infineon Technologies, 241 J. P. Morgan Chase, 118, 407 Larkin, Hank, 102 Mattel, 122, 138, 510–511 Infosys Technologies, 238–239 Laskawy, Phil, 512 Maxtor, 596 Ingalls, Robert, Jr., 556 K Lauzon, Amand, 227 Maybach, Wilhelm, 212 Inland Steel, 546 Kahn, Robert, 212 Lawler, Steve, 296 Mayer, Marissa, 514 Insurance Institute for Highway Kane, Russ, 553 Lee, Darcy, 203 Mayo, Elton, 34, 51, 53–54 Safety, 124 Kashi, 73 Lee, Tim, 328 Mayrose, Phil, 422 Intel Corporation, 206–208, Kasten, Thomas, 292 Leggett & Platt Machine Maysteel, 570 253–254, 474, 554 Katzenback, Christopher, 386 Products, 599 Maytag, 312, 596 Interactive Excellence Katzenback, Jon, 311 Leno, Jay, 69, 581 Mazda, 586 (Schlossberg), 210 Kazaa.com, 76 Leonard, Stew, 542 McClelland, David, 419 International Harvester, 37 Keane, Bill, 223 Levine, Joshua, 219 McDonald’s, 69, 80, 91, 135, International Herald Tribune, Keene, Mary, 308 Levi-Strauss & Company, 118, 191, 192–193, 194, 176 Keith, Kristy, 486 247, 292, 311–312 244–245, 249, 250, 284, International Organization for Kelleher, Herb, 93, 450, 594 Lewin, Kurt, 220, 221 285, 287, 524, 542, 583 Standardization, 589, 590 Kellogg’s, 72–73, 85 Lewis, Tom, 530 McElaney, Phyllis, 123 International Power PLC, 92 Kennedy, John F., 143 Lexus, 124, 464, 525, 554, McFadzen, Karen, 477 International Steel Group, 239 Kentucky Fried Chicken, 80, 122 586 McGee, Tom, 407 International Telecommunication Kerr, Steve, 325 Lincoln, 586 MCI, 10, 102, 185 Union (ITU), 210 Keyes, Tameron, 346 Ling, Luo Bing, 250 McKay Nursery, 370 International Telegraph KFC, 249, 250 Linton, Michael, 85 McKee, Keith, 327 Convention, 210 Kidder Resources, 395 Liz Claiborne, 247, 297 Medici family, 60 Internet Explorer, 568 Kiel, Dana, 498 Locke, Edwin, 41, 138 Medtronic, 421, 477 Internet Phone, 80 Kikkoman Corporation, 15 Lockheed Martin, 114–115 Meliones, Jon, 536 Intrawest, 526 Kimberly-Clark, 194 Lofy, Annmarie, 431 Melting Pot restaurant, 12 Iorfida, Diane, 222 Kimmel, Allan, 496 Longaberger Company, 307 Menard, John, 179 Ireland, Ron, 557 King, Jan, 146 Long John Silvers, 249 Menards, 177, 179, 185 iRobot, 525 King of Prussia Mall, 524 Longo, Randy, 261 Mercedes, 464, 525, 526, 554 IRS, 531 Kinko’s, 191 Lopez, Jacqui, 308 Merck & Co., 142–143 Irwin, Doug, 317 Kiss, Bow, or Shake Hands L’Oreal, 406 Merck-Medco, 188 ISE Electronics, 533 (Morrison, et al.), 506 Los Angeles Times, 176 Mercury, 586 ITT, 499 Kitts, Jim, 512 Losey, Michael, 295 Metropolitan Life Insurance, 561 Kmart, 10, 177, 185, 529–530 Lowe’s, 179, 185 Meyer, Herbert, 367 Loyalty Institute, 422 Meyers, Gary, 188 Index 685
Miami Heat, 141 National Cash Register (NCR), Oldman, Mark, 497 Portland General Electric, 112, Miami Herald, 175 208 Old Navy, 99, 529 114 Michigan Summit Polymers, 229 National Center for Employee Oldsmobile Motor Works, 58 Post, 72, 85–86 Microsoft, 16, 71, 89, 109, 167, Ownership, 370 O’Leary, Michael, 17 Potter, Neil, 102 168, 191, 210, 217, 272, National Council on Disability, Olsen, Howard, 20 Potton, Andy, 426 281, 282, 295–296, 311, 395 Omega Engineering, 103 Powerex, 250 526 National Federation of the Blind, O’Neill, Brian, 124 Prather, Sheryl, 495 Midmark Medical Equipment, 395 Optimum Online, 171 Pratt & Whitney, 275, 276, 590 National Football League, 487 Oracle, 116 570–571 Midvale Steel Company, 39–41 National Institute for Original Party Box, 78 President’s Choice, 541 Miller, Kathleen, 90 Occupational Safety and Orlando Sentinel, 176 Pressman, Bob, 219 Miller, Ray, 218 Health, 104 Orpheus chamber orchestra, Pressman, Gene, 219 Mills, Peter, 325 National Institute of Aging, 401 308 Price, Steve, 340 Milwaukee Mutual Insurance, National Institute of Standards Orr, Dominic, 155 PriceWaterhouseCoopers, 428 329 and Technology, 590, 591 Osco Drugs, 563 Prince, Charles, 508 Minnesota Clerical Test, National Labor Relations Board Osram Sylvania, 494 Procter & Gamble, 15, 103, 117, 354–355 (NLRB), 84, 344 Otis, 275, 276 118, 183–184, 185, 190, Mintzberg, Henry, 14, 15, 16, National Rehabilitation 222, 224, 296, 306, 502, 136 Information Center, 395 P 512, 514 Mitsubishi Electric, 250 National Transportation Safety Pabst, 133 Prodigy, 169 Mixon, Malachi, 180 Board, 328 Pacific Enterprises, 388, 405 PRS Group, 256 Mobil Travel Guide, 178 Natural Ovens, 70–71 Paden, Danielle, 362 Prudential Relocation Mohrman, Monty, 329 Navistar, 104 Palma-Nidel, Susan, 308 Management, 261 Monahon, Bonnie, 125 Navran, Frank, 531 Palm, Inc., 8 Puckett, John, 323 Monarch Marketing Systems, NBC, 80, 213 Parker, Peter, 51 Pullman Company, 37 226–227 Neeleman, David, 440, 485 Patel, Manoj, 190 Pulver.com, 81 Monge, Gaspard, 58 Neff, Thomas, 122 Patterson, Neal, 501–502 Pulver, Jeff, 81 Monsanto, 433 Nestlé, 15 Patton, Bruce, 50 Monster.com, 350, 351, 496 Netscape, 568 PC Magazine, 148, 151, 169, Q Moody, Steve, 5 NetZero, 170 170, 171, 174 Quantum Corporation, 587 Moore, Gordon, 554 Neuchtern, Martin, 222 P. Diddy, 315 Quick Chek Food Stores, 349 Moore, Laura, 295 New Jersey Bell Telephone, 56 Peabody Hotel, 397 Quinn, Feargal, 502 Moore, Norman, 539 Newscom, 176–177 Pelaez, Roy, 478 Morgan Stanley, 297, 343 Newsday, 176 Pentagon, 72 R Morris Air, 485 Newsquest plc, 176 People, 11 Radio Shack, 295, 427 Morrison, Terri, 506 New York Presbyterian Health PeoplePC, 170 Rafferty, Mark, 93 Mossberg, Walter, 171 System, 222 PepsiCo, 80, 248–249 Rahmat, Mohd, 494 Motel 6, 89 New York Times, 176, 238 Personnel Management Rajala, Janne, 424 Motorola, 167, 449 New York Times Company, 175, magazine, 390 Ramsay, Mike, 167 Mouton, J. S., 458–459 176 PETA (People for the Ethical Ranbaxy Laboratories, 190 MSN, 168, 169–170, 171, Nextel Communications, 185 Treatment of Animals), Ratcliffe, Thomas, 474 272–273, 315 Niagara Mohawk, 560 83–84, 117 Rawitsch, Jim, 251 MTV International, 237 Nichol, Dave, 541 Peterson, Douglas, 508 Raymundo, Tony, 339–340 Much, John, 513 Nickel, Tony, 298–299 Peto, Richard, 7 Red Lobster, 191 Mulcahy, Anne, 8, 455, 457, 478 Nickerson, Barry, 374 Pfeffer, Jeffrey, 24 Reebok, 247 Murthy, Aasha, 126 Nicol, Ron, 375 PGP (Pretty Good Privacy), Reengineering the Corporation Musschenbroek, Pieter van, 212 Nike, 247 567–568 (Hammer and Champy), Myers, Stacy, 328 Nilekani, Nandan, 238–239 Philadelphia Inquirer, 175 291 Mystery Shoppers Providers Nissan, 584, 586 Philip Morris, 145 Rembrandt House Art Gallery, Association, 525–526 Nordstrom, 532–533 Phillips Foods, 245 15 Nortel Networks, 112, 114, 116, Phones4U, 528 Rent-A-Center, 345 N 155, 511–512 Physio-Control, 587 Replay TV, 167 Nagel, David, 8 Northrup Grumman, 116 Pinette, John, 296 Reuters, 16, 350 Nagra, Pardeep Singh, 403 Nucor Steel, 318, 324 Pinto, Ian, 350 Reva, 587 NAPA (National Automotive Pitney-Bowes, 558 Reynolds, Beverly, 309 Parts Association), 305 O Pivot International, 99 Richards, Joel, 531 Napster, 210 Oba, Hajime, 229 Pizza Hut, 249 Ricks, David, 260 Nardelli, Bob, 325 Occupational Safety and Health PlanetFeedback.com, 514 Ricoh, 80 NASA, 154, 512–513 Administration (OSHA), 84, Platt, Polly, 509 Ringleman, 309–310 National Amputation 341, 344 PlayDoh, 598 The Rise and Fall of the House Foundation, 395 O’Day, Pat, 316 pLotdev Multimedia Developers of Barneys (Levine), 219 National Association for the Office Depot, 81, 218 LLC, 315 Rise, Mark, 421 Deaf, 395 Office of Consumer Affairs, 541 Polaroid, 10 Ritz-Carlton, 314 National Basketball Association, Office of Personnel Management, Polo Ralph Lauren, 247 Roach, Stephen, 297 141 345 Pony Express, 60, 209 Roadrunner, 171 National Business Ethics Survey, Ofot, 120 Porter, Michael, 186–187, 188, Robinson, Marty, 558 115 Ohio State University, 457, 458 191 Rodgers, T. J., 399 686 Index
Rollins, Kevin, 451 Sesame Street, 70 Starbucks Coffee, 125–126, 195, Tracy, John A., 539 Rollnick, William, 122 7-Eleven, 13 337 Traffic Systems Group Rosner, Bob, 497 Severn Sound, 138 Start, Chris, 222 (Portmouth, England), 557 Ross, Gary, 441 Shanghai Semiconductor State Farm Insurance, 563 Travel and Leisure, 543 Route One, 572 Manufacturing Stephens, Martin, 117 Travelocity.com, 564 Royal Commission on London International, 254 Stern Stewart Performance 1000 Tribune Company, 175, 176 Traffic, 553 Shartzer, Sandi, 314 index, 541 Trimmer, Tiberio, 352 Royal Dutch Shell, 344 Sheffield, Gary, 475 Stew Leonard’s, 542 Troy State University, 474 Rubbermaid, 597 Sherwin-Williams, 596 STI Knowledge, 340–341 TrueSwitch, 171 Ruby Tuesday, 69 Shim, Jae K., 146, 539 Stitt, Paul, 71 Truman, Harry, 531 Ruddy, Tom, 318 Shuster, Stephen, 203 Stoll, Jennifer, 172 Trump Hotel & Casino Resorts, Ryanair, 17, 582 Siegel, Joel G., 146, 539 Strategic Management Journal, 204 Ryan, Tom, 594 Siemens, 494 7, 38 Turner Broadcasting, 11 Rytsola, Jaako, 424 Sigma-Aldrich, 295 Stroh’s, 133 TWA, 563–564 Sigma Tel, 297 Stuart, Spencer, 122 Tyco, 100, 449 S Sihler, Vickey, 524 Stum, David, 422 Safeway, 415 Sikorsky, 275, 276 Subaru, 185 U Saladworks, 524 Simon, Jeremy, 11–12 Subway, 69, 193, 250, 501, 524 Uioreanu, Calin, 569 Salvation Army, 123 Simons, Mark, 597–598 Sun Microsystems, 295–296 Umber, Dave, 185 Salzman, Marian, 122 Simplest-shop.com, 569 Sun Tzu, 36 Uminger, Glenn, 606 Sam’s Club, 529–530 SimuLearn, 362 Superior Industries International, Underwood, Richard, 145 Samsung Corporation, 181 Sinegal, Jim, 189 82 Unger, Tom, 118 San Antonio Spurs, 141 Singapore International Airlines Superquinn, 502 Unilever, 280, 281 Sanders, Colonel, 122 (SIA), 543 Super Size Me, 69 Union Pacific Corporation, 339 Sandhu, Arvinder Singh, 403 Singh, Amric, 403 Suzuki, 586 United Airlines, 11, 72, 497 Sanofi-Aventis, 256 Sistla, Vamsi, 167 Swenson, Winn, 100 United Auto Workers, 308 SaraLee, 274 Slaughter, Steve, 599 United Parcel Service (UPS), 5, SAS, 88 Sloan Management Review, 38 T 191, 423 SasolChevron, 250 Sloans Lake Managed Care, 562 Taco Bell, 69, 80, 249 United Technologies, 275–276 Saunders, Mark, 296 SmartMoney, 176 Tallahassee Furniture Company, University of Illinois, 557–558, Savage, Randy, 309 Smith, Anne Shen, 388 353 560 Savastano, Paul, 555 Smithfield Foods, 531–532 Target, 87, 123, 125, 189 University of Michigan, 337, SBC Center, 141 Smith, Jack, 488 Taylor, Andy, 514, 591 457, 458 SBC Communications, 20, 167, SmithKline, 404 Taylor, Frederick, 34, 39–41, 44 University of Texas, 457, 458, 168, 183, 185, 375, 388 Smith, Richard, 85 Taylor, Tom, 595 495 SBC-Yahoo, 170, 171 Smucker, Richard, 15 Techies.com, 351 Urban, Tammy, 320 Scarlett, Joe, 213 Smucker, Tim, 15 Technical Materials, 347 Ury, William, 50 Schaefer, Barbara, 339 Snapple, 80 Technology Professionals Corp USAA, 595 Schlage Lock Company, 143 Sneed, Mark, 245 (TPC), 422 U.S. Air Force, 355 Schlossberg, Edwin, 210 Society for Human Resource Tempest, Brian, 190 U.S. Airways, 11, 72 Schmitz, Kelly, 572 Management, 294, 295, Terrell, Karenann, 217 U.S. Army, 20 Schneider, Steve, 226 354, 390 Texaco, 344, 387 USA Today, 167, 176 Scholastic Aptitude Test (SAT), Society of Industrial Engineers, Texas Industries, 346 U.S. Bancorp, 221 354 42 Textron, 118 U.S. Census Bureau, 384, 394 Scholastic Press, 604 Software & Information Industry “The Engineer as Economist” U.S. Chamber of Commerce Schrader, Bob, 314 Association, 110 (Towne), 38 Business Confidence Index, Schrage, Michael, 292–293 Sonnenschein, Nath & Thiokol, Morton, 154 76 Schroeger, Jennifer, 423 Rosenthal, 568 Thomas, Dave, 404 U.S. Customs Service, 241 Schroer, James, 85 Sony Corporation, 9, 71, 136, Thompson, John, 475 U.S. Department of Agriculture, Schwind, Jenet Noriega, 504 191, 244, 274, 297 3M, 181, 184, 190, 545, 603 82 Scientific-Atlanta, 167 Sorenson, Keld, 295 Timberland, 125 U.S. Department of Commerce, Scott, Lee, 457–458 Sorino, Fred, 513–514 Time, 11 388 Scrushy, Richard, 474 Southwest Airlines, 11, 93, 450, Time Warner, 11, 167, 168 U.S. Humane Society, 117 Sears, 477, 529–530, 545, 606 454, 485, 536, 582, 594 Timex, 238 U.S. Navy, 599 Sears, Brian, 115 Southwestern Bell, 86 Timmons, Holly, 263 U.S. Peace Corps, 261 Sears Robuck, 120–121, 185 Spencer Stuart, 388 Tindell, Kip, 189 U.S. Postal Service, 330, 394 Second Chance Body Armor, Spinmaster, 214 TiVo, 167 U.S. Steel, 81 123–124 Sportime International, 213–214 Toshiba, 251, 597–598 U.S. Supreme Court, 390 Securities and Exchange Sprint, 86, 185, 276, 341, 555 Tower Records, 115, 394 UTC Power, 275 Commission (SEC), 84, 427, Spurlock, Morgan, 69 Towne, Henry, 38 449 Stahle, Phyllis, 595 Towne Manufacturing Company, V Selby, James, 221 Stainton, David, 222–223 38 Valassis, 592 Selection Research International, Stalker, G. M., 287 Toyota, 82, 134, 218, 229, 385, Valley News Dispatch, 154 261 Standard & Poor’s, 124–125, 488, 572, 584, 586, 605, Vanguard, 542 Selfridge, Harry Gordon, 595 591 606 VanWambeke, Gary, 592 Selfridge’s, 595 Standard Motor Products, 305 TPG, 528 Verizon, 167, 168, 170, 183, Senackerib, Mike, 70 Staples, 84 Tractor Supply Company, 213 185, 191, 556 Index 687
Verizon Communications, 385 Walt Disney Company, 143, Wharton, Joseph, 38 X Victoria’s Secret, 563 222–223, 320, 417, 435 Whirlpool, 189 XEL Communications, 14, 323, Vignette Corporation, 153 Walton, Rob, 383 Whitney, Eli, 57 329–330 Vivendi, 10 Walton, Sam, 88, 89, 457 Whittle, Sir Frank, 212 Xerox Corporation, 8, 10, 80, Voca Corporation, 354 Warner Brothers, 11 Whole Foods, 307, 308 167, 250, 318, 455, 457, Vodafone, 251 Warner-Lambert, 404 Wieser, Brian, 167 478 Volvo, 124, 173 Warner Muscia Group, 173 Williams, Duane, 315 Xoceco, 188 Wass, Carla, 423 Williams, Mona, 529 W Watson, Dave, 76 Wilson, Heather, 214 Y Wachs, Karl, 559 Watson, Thomas J., 88, 89 Wilton Connor Packaging, Inc., Yahoo, 271 Waffle House, 427 Weber, Max, 34, 45–46, 474, 418 Yamaha, 606 Wagoner, Rick, 11 530 Winphoria Networks, 252 Yellow Book, 183 Walgreen, Charles, III, 474 Web Phone, 80 Winterkorn, Martin, 464 Yellow Corporation, 510 Walgreen’s, 119–120, 185, Wegmans, 415 The Wisdom of Teams Yeros, John, 453 473–474, 523 Weidman, Tim, 496 (Katzenback), 311 Yuengling, Dick, 133 Wall Street Journal, 6, 7, 16, Weill, Sandy, 526 W. L. Gore Company, 203 Yum! Brands, 80, 249 171, 172, 176, 399, 452, Weimerskirch, Arnold, 590 Wong, Mary, 296 475, 525, 526 Weinberg, Larry, 89 Woodhouse, Kathleen, 340 Z Wal-Mart, 12, 73, 87, 88, 89, Weiss, Bill, 103 WorldCom, 4, 102, 511 Zantaz.com, 504 123, 125, 185, 188, 189, Weiss, Jake, 386 World Trade Center, 72 Zipcar, 195 238, 243–244, 245, Wells Fargo, 118 Worldwise, 125 Zollars, Bill, 510 246–247, 383, 384, 415, Wendy’s, 9, 69, 80, 192, 583 Woznick, Charles, 555 427, 457–458, 465, 523, Western Electric Company, 51, Wright, Mary Ann, 216 529–530, 557, 563, 564, 53–54 Wuouma, Erkki, 424 572, 593 Weyerhauser, 73 Wyatt Company, 497 subject index
A Analyzers, 190 Autonomy Ability, 417 APEC (Asia-Pacific Economic of entrepreneurial firms, 196 perceived, 466 Cooperation), 244 job, 287 Above-market wages, 369–370 Application forms, 352 need for checks, balances, and Absenteeism, 290 Appointment time, 509 controls on, 55 Absolute comparisons, 149 Aptitude tests, 354 satisfaction caused by, 289 Accommodative strategy, 124 ASCII text, 562 in teams, 313–315 Achievement-oriented leadership, ASEAN (Association of work group, 533 465 Southeast Asian Nations) Average aggregate inventory, 601 Acquaintance time, 509–510 244 Avoidance learning, 434–435 Acquisition costs, 559 Asian Americans Avoidance strategy, 256 Acquisitions in management, 393 Awareness training, 406 purchasing power of, 388 external growth through, 174 B portfolio strategy and, 181 statistics regarding, 384 Action plans, 138–139 Asia-Pacific Economic Baby boomers, aging of, 384, 391 Active listening, 502–503 Cooperation (APEC), 244 Background checks, 353–354 Adaptability screening, 261, 263 Assemble-to-order operations, Balanced scoreboard Adaptive strategies, 189–191 597 advantages of, 536 Address terms, 507–508 Assembly lines, 37 approach to control, 535–547 Administrative management, Assessment centers, 356, 358 basic parts of, 536–537 46–49 Assistive technology, 395 customer perspective, 541–542 Adverse impact, 345 Association/affinity patterns, 563 financial perspective, 537, Advocacy groups, 83–84 Associational incentives, 55 539–541 Affective conflict, 155, 321 Association of Southeast Asian innovation and learning Affective cultures, 506–507 Nations (ASEAN), 244 perspective, 543–547 Affectivity, 401 Assurance, 588 internal perspective, 542–543 Affirmative action Attack, 193, 194 Balance sheets, 537, 539 defined, 385 Attention, 487, 488 Baldrige National Quality differences between diversity Attribution errors, fundamental, Award, 590–591 and, 385–387 489–490 Bar codes, 562 programs, purpose of, 386 Attribution theory, 489–490 Bargaining power, 188 African Americans A-type conflict, 155, 321 Batch production, 599 discrimination lawsuits Authentication, 566 BCG matrix, 181–183 brought by, 385 Authoritarianism, 399 Behavioral addition, 92 in management, 392 Authority. See also Behavioral formality, 293 purchasing power of, 388 Organizational authority Behavioral informality, 293–296 statistics regarding, 384 acceptance of managerial, 56 Behavioral observation scales turnover rates for, 387 centralization of, 283 (BOSs), 366 Age discrimination, 390–391 cooperation and acceptance Behavioral substitution, 92 Age Discrimination in of, 54–56 Behaviors Employment Act (1967), 344 danger of autonomy, power, adapting leader: path-goal Aggression, personal, 104 and, 55 theory, 463–467 Agreeableness, 397 decentralization of, 283 attribution theory and, AIDS, 125, 126 defined, 280 489–490 Airline industry delegation of, 282–283 consideration, 457–459 changes in, 71–72 inherent in management control of, 531 deregulation of, 485 positions, 101 ethical, 101, 115–117 effect of September 11, 2001 line, 281 of ethical and unethical attacks on, 11, 72 staff, 281 charismatics, 476 holding cost for, 603 system, formal, 466 influencing employee, 102 productivity in, 582 vested in positions, 45–46 leadership, 457 use of e-tickets by, 573 Authorization, 566 nonproductive, 531 Albemarle Paper Co. v. Moody, Automobile industry Benchmarking, 175 349 inventory in, 600, 602–603 other companies, 525 Americans with Disabilities Act productivity in, 584 test for measuring relative (ADA), 42, 344, 394 quality in, 586–587 computer speed, 206–207 689 690 Index
Best guess forecasting, 340 threatening aspects of, process, 491–493 constructive, 49–51 Bias 224–225 upward, 494 C-type, 154–155, 321 defensive, 489 Change agent, 228–229 written, 501–502 integrative approach to, 50 self-serving, 490–491 Change forces, 220 Communication channels, team, 321–322 Biographical data (biodata), 355 Change intervention, 221 491–492 Conflict resolution, 50 Biometrics, 567 Character of the rivalry, 187 formal, 493–494 skills, 328 Blogs, 497, 513 Charisma, 456 informal, 495–497 Conflicts of interest, avoiding, 83 defined, 514 Charismatic leadership, 456, Company hotlines, 513 Congressional Accountability external, 514 474–477 Company vision, 90–91 Act, 148 Bona fide occupational Cheating, college, 112 Compensation Conscientiousness, 397, 398 qualification (BFOQ), 343 Chief executive officers (CEOs), decisions regarding, 369–371 Consideration, 457–459 Bounded rationality, 151 10 defined, 369 Consistent organizational Boycott, product, 84 Chief financial officers (CFOs), employment benefits as, cultures, 91 Brainstorming, 158–160 10 371–372 Constructive feedback, 504 Budgeting, 146 Chief information officers linked to performance, 376 Consumers, effect of free trade Budgets, 146, 537, 539 (CIOs), 10 productivity and, 583 agreements on, 244–245 common kinds of, 539 Chief marketing officers team, 329–330 Contingency management, 62 Build-to-stock operations, 597 (CMOs), 85 Competition Contingency theory, 460–463 Bureaucracy Chief operating officers (COOs), design, 209–210 assumptions of, 460 defined, 45 10 direct, 191–193 leadership style in, 460–463 elements characterizing, 45 Civil Rights Act, 78 Competitive advantage, matching leadership styles to government, 530–531 1964 (Title VII), 343, 344, 168–169, 208 situations in, 462–463 Bureaucratic control, 530–531, 385–386, 392 creating temporary, 169 situational favorableness, 533 1991, 344 ethics as source of, 173 461–462 Bureaucratic immunity, 326 Clean Air Act (1990), 122 sustainable, 169 Continuous-flow production, Bureaucratic management, Client relationship, establishing, sustaining, with information 598 45–46, 530 288 technology, 556–557 Continuous improvement, Business confidence indices, 76 Closed systems, 60 through people, 24–26 591–592 Buyer dependence, 82 Closure, 488–489 Competitive aggressiveness, of Continuous reinforcement Buyers, bargaining power of, 188 Cluster chain, 495, 496 entrepreneurial firms, 196 schedules, 435 Coaching, 497 Competitive analysis, 80–81 Control, 8–9 C Codes of ethics, 112, 113, 114 Competitive inertia, 172 balanced scoreboard approach CAD (computer-aided design), 58 Coercion, 223 Competitors, 80–81 to, 535–547 CAFE (Corporate Average Fuel Cognitive abilities, 455 Complex environments, 72–73 behavior, 531 Economy) regulations, 82 Cognitive ability tests, 355, 358 Complex matrix, 280 budgets, cash flows, and Cafeteria benefit plans, 371–372 Cognitive conflict, 154–155, Component parts inventories, economic value added CAFTA (Central American Free 321 600 (EVA), 537–541 Trade Agreement), 244 Cognitive maps, 86–87, 87 Compounded annual growth bureaucratic, 46, 530–531, CAM (computer-aided Cohesiveness, 318–320 (CAGR), 536 533 manufacturing), 58 team performance and, 319 Compressed pay structures, 371 concertive, 533 Capacity planning, 57 using humor to build, 322 Compression approach to concurrent, 527 Career path, 350 Collectivists, 326 innovation, 216–218 of customer defections, Carrying cost, 603 Commissions, 370 goals of, 216 541–542 Cash cows, in portfolio strategy, Communication. See also Compromise, 50 decisions regarding areas of, 182, 183 Feedback Computer-aided design (CAD), 534–535 Cash flow analysis, 537, 539 of change-related information, 217 defined, 524 Casual dress policies, 294–295 222 Computer(s) feedback, 527 Central American Free Trade cost, of information -aided design (CAD), 58 feedforward, 527 Agreement (CAFTA), 244 transmittal, 560 -aided manufacturing (CAM), how and what to, 529–530 Centralization of authority, 283 defined, 486, 491 58 loss, 528 Central tendency error, 365 downward, 493–494 benchmarking, for measuring normative, 532–533 Chain of command, 281 employee, through email and relative speed of, 206–207 objective, 531–532 Change. See also Organizational voice mail, 16 business information managed output, 531–532 change horizontal, 494 on, 554 as political risk reduction agent, 228–229 improving, 500–510 disposal program for, 546–547 strategy, 256 discontinuous, 209 interpersonal, 492 removing games from of quality, 542–543 forces, 220 kinds of, 491–499 employee's, 531 unintended consequences of generational, 217 managing organization-wide, viruses, 567 increased, 528–529 incremental, 211 510–514 Concentration of effect, 109 of waste and pollution, intervention, 221 medium, choosing right, Conceptual skills, 19 543–547 low tolerance for, 221 500–502 Concertive control, 533 Control methods organizational culture and, methods of electronic, Concurrent control, 527 bureaucratic control, 530–531 225–226 510–512 Conduit metaphor, 493 concertive control, 533 in organizational work setting, nonverbal, 498–499 Confidentiality, 499 concurrent control, 527 230 one-on-one, 497–498, employee termination and, feedback control, 527 resistance to, 221 500–510 373–374 feedforward control, 527 results-driven, 226–227 oral, 500–501 Conflict normative control, 532–533 perception and, 486–487 A-type, 155, 321 objective control, 531–532 Index 691
self-control, 534 perception and, 505–506 Decoding, 492 Disposition, 396 use of, 535 power distance, 257–258 Deep-level diversity Disseminator role, 16 Control process related to employment laws, defined, 389 Distal goals, 139–140 comparing actual performance 352 examples of, 396 Distinctive competence, 174, 208 to performance standards, short-term/long-term Defamation suits, 78 Distributive justice, 428–429 525–526 orientation, 258 Defenders, 189–190 Disturbance handler role, 17 as continuous, dynamic, uncertainty avoidance, 258 Defensive bias, 489 Diversification, 180 cybernetic process, 526–527 Cultural simulation, 261 fundamental attribution error related, 183 setting standards, 524–525 Customer defections, 542 and, 490 unrelated, 181 taking corrective action, 526 Customer departmentalization, Defensive strategy, 123–124 Diversity Conventional level of moral 276–277 De-forming, 323–324 audits, 407 development, 109–110 Customer focus, 591 Delegation of authority, 282–283 deep-level, 389, 396 Cooperation Customers Delphi technique, 156–158 defined, 384 and acceptance of authority, customer departmentalization, Demographics, changing, 77–78 differences between affirmative 54–56 276–277 De-norming, 323–324 action and, 385–387 as political risk reduction proactive monitoring of, 80 Departmentalization, 274 global business and, 257–259 strategy, 256 reactive monitoring of, 79–80 customer, 276–277 as good business sense, 387–389 Cooperative contracts, 248 sharing of data with, 573 functional, 274–275 individual differences and, 389 Coordination, 49–51 Customer satisfaction geographic, 277–278 managing, 402–407 Core capabilities, 174–175 defined, 591 matrix, 278–280 in organizations, 384–385 Core firms, 175 ISO certification and increase product, 275–276 pairing, 407 Corporate-level strategy, in, 589–590 Dependent demand systems, 606 paradigms, 402–405 180–186 link between loyalty, profits, Design principles, 405, 405–406 grand strategies, 184–186 and, 595 computer-aided (CAD), 58 programs, purpose of, 386 portfolio strategy, 180–184 managers and, 25–26 for disassembly, 545–546 surface-level, 389–396 Corporate portals, 570–571 surveys, misleading aspects of, job, 284–288 team, 327 Corporate talk shows, 511–512 541–542 Design competition, 209–210 training and practice, 406–407 Cost-benefit analysis, 57 using teams to increase, 306 Design iteration, 214–215 workplace, 384 Cost leadership, 188–189 Customization, 599 De-storming, 323–324 Diversity audits, 407 Costs Customs classification, 241 Destructive feedback, 504 Diversity pairing, 407 acquisition, 559 Cybernetic feasibility, 528, 529 Devil’s advocacy, 155, 157 Documentary training, 260 communication, 560 Cybernetic process, control as, Dialectical inquiry, 155–156, 157 Dogs, in portfolio strategy, 182, of maintaining inventory, 526–527 Differentiation, 189 183 603–604 Direct competition, 191–193 Dominance, 456 processing, 559 D strategic moves of, 193–194 Dominant design, 210 retrieval, 560 Data, 555. See also Information Direct foreign investment, Domination, 50 storage, 559–560 authentication and 239–240 Downsizing, 374µ Cottage industries, 37 authorization, 566–567 Directive leadership, 464 Downtime, 603 Counseling, 498 electronic storage of, 562 Direct managerial input Downward communication, Creative work environments, 212 encryption, 567–568 forecasting, 340 493–494 Creativity, 212 protection of, 561 Disabilities Dress policies, 294–295 encouraging and discouraging, represented on bar codes, 562 defined, 394 Drive, 455 213–214 security threats to, 565–566 workplace accommodations Durability, 587 Cross-cultural communication. storage, 559–560 for, 394–395 Dynamic environment, 71 See also Cultural differences use of Web services to transfer, Disability discrimination, Dysfunctional turnover, 376 affective cultures and, 572 394–395 506–507 Databases, 559 Discontinuous change, 209 E improving, 505–510 Data clusters, 564 managing innovation during, EAP (employee assistance monochronic cultures and, Data mining, 563 214–216 program), 498 508–509 affordability of, 564 Discretionary responsibilities, 122 Early retirement incentive neutral cultures and, 506–507 Data warehouses, 559, 563 Discrimination programs (ERIPs), 374–375 polychronic cultures and, Decentralization, 283 age, 390–391 Earth Day, 126 508–509 Decisional roles, 16–17 charges of gender-based, Economic order quantity (EOQ), Cross-cultural training, 260–261 Decision criteria, 148 342–343 605, 606 benefits of, 262 Decision making. See also Ethical employment, 345, 383 Economic performance, social Cross-functional teams, 315 decision making; Rational employment laws and, responsibility and, 124–126 Cross training, 308, 329 decision making 361–362 Economic responsibility, 122 C-type conflict, 154–155, 321 defined, 147 ethnic, 392–394 Economic value added (EVA) Cultural differences. See also disadvantages of group, 310 gender, 391–392 calculating, 540 Cross-cultural need for fair processes of, intentional, 345 description of, 539–540 communication 428–429 lawsuits, 383, 385, 387, 393 importance of, 540–541 address terms and, 507–508 normative decision theory and, against people with disabilities, Economy, general environment attitudes toward time and, 509 469–472 394–395 and, 75–76 becoming aware of, 257–259 using groups to improve, racial, 385, 392–394 EDI (electronic data interchange), individualism, 258 153–160. See also Group unintentional, 345 571-572, 603 language and cross-cultural decision making against women, 383 EEOC (Equal Employment training, 260–261 Decision support systems (DSSs), Discussion time, 509 Opportunity Commission), masculinity and femininity, 258 341, 573–574 Disparate treatment, 345 342, 343, 345–347 692 Index
Effectiveness, 5 through retirement, 374–375 competitive advantage of, 173 process for making sense of Efficiency, 5 Employee shrinkage, 103 defined, 101 changes in, 85–88 increasing, 583 Employee stock ownership plans U.S. Sentencing Guidelines for resource scarcity, 73–74 lost, 603 (ESOPs), 370 Organizations and, 104–107 simple, 72 Effort Employee turnover, 375–376 workplace deviance and, uncertainty in, 74 decreasing or withholding, Employment benefits, 371–372 102–104 External forecasts, 339–340 426–427 Employment legislation, 342–343 Ethical charismatics, 475 External locus of control, 400 expectancy and, 430 adverse impact and behaviors of, 476 External recruiting, 350–351 perceived relationship between employment discrimination Ethical decision making, Externals, 466 performance and, 430 pertaining to, 345 107–108. See also Decision Extinction, 435 performance and, 417–418 application forms, résumés, making Extranets, 572–573 EIS (executive information and, 352 basic model of, 116 Extraversion, 396–397 system), 570 cultural differences and, 352 influences on, 108–110 Extrinsic rewards, 420–421 E-learning, 362–364 federal, 343–344 moral development stage of, Extroversion, 456 Electronic brainstorming, general effect of, 406 109–110 158–160 sexual harassment and, practical steps to, 112, 114 F computer screen during, 160 345–346 principles of, 110–111 Fair Labor Standards Act typical layout for, 159 Web sites, 344 process for, 151 (FLSA), 427 Electronic data interchange Employment references, 353–354 use of games to practice, Family and Medical Leave Act, (EDI), 571–572, 603 Empowering workers, 292–293 114–115 78, 343, 344 difference between Web Empowerment, 432 Ethical intensity, 108–109 Favoritism, 40 services and, 572 defined, 293 Ethical responsibility, 122 Federal employment laws, Electronic scanners, 562 of service employees, 596 Ethics 343–344, 344 Email service recovery and, 595–596 codes of, 112, 113, 114 Feedback, 61, 273 accessibility of, 501 Encoding, 491–492 defined, 100 behaviors, 135 employee communication Encouragement, 213 managers and standards of, 11 channels, opening, 288 using, 16 Encryption, data, 567–568 nature of management jobs constructive, 504 role of, in organization-wide SSL, 568 and, 101–102 control, 527 communication, 510–511 Entrepreneurial orientation, 196 as source of competitive destructive, 504 Emotional distress suits, 78 Entrepreneur role, 16–17 advantage, 173 giving, 504–505 Emotional stability, 397, 455 Entrepreneurship, 195 training programs, 114–115 grapevine, as source of, 496 Empathetic listening, 503–504 Entropy, 61 travel expense reports and, performance, 140, 440 Empathy, 588 Environmental change, 70 531 performance appraisal, Employee Assistance Programs Environmental complexity, 72–73 violations, reporting potential, 366–368 (EAPs), 498 Environmental scanning, 85–86 116 problem-oriented, 505 Employee involvement teams, in situational analysis, 175 Euro, 242 to sender, 492 307, 314 Environments European Union (EU), 242–243 soliciting negative as well as Employee Polygraph Protection acting on threats and Evaluation apprehension, 159 positive, 406 Act, 355 opportunities in, 86–87 EVA (economic value added), spatial distance and, 453 Employees changing, 70–74 539–541 specific, 505 achieving credibility with, 115 dynamic, 71 Executive information systems survey, 513 educating, about need for external, 70–74 (EISs), 570 to workers, 287 change, 222 factors in interpreting, 86 characteristics of best-selling, Feedforward control, 527 empowering, 432 general, 61, 74–79 571 Feelings, reflecting, 503–504 influencing behavior of, 102 internal, 88 Expatriates, 260 Field simulation, 261 selecting and hiring ethical, making sense of changing, importance of training to Figurehead role, 15 112 85–88 families of, 263 Final assembly, 601 service capability and, specific, 75 Expectancy, 430 Financial ratios, 539 594–595 stable, 70–71 Expectancy theory, 429–432 books that explain, 537, theft of company merchandise use of environmental scanning, components of, 429–431 539 by, 103 85–86 defined, 429 common, 538 use of outplacement services Equal Employment Opportunity motivating with, 431–432 use of, 537 for laid-off, 374 Commission (EEOC), 342, Experience, openness to, Financial rewards, 438 Web surfing by, 145 343, 345–347 397–398 Finished goods inventories, 601 Employee satisfaction, 594 Equal Pay Act (1963), 344 Experiential approach to Firewalls, 567 Employee selection, 351–352. Equity theory, 424–429 innovation, 214–216 Firm-level strategies See also Recruitment components of, 424–425 goals of, 216–218 direct competition, 191–193 application forms and résumés defined, 424 Expert systems, 574 entrepreneurship and for, 352 motivating with, 427–429 Exporting, 247–248 intrapreneurship, 194–196 defined, 352 reactions to perceived inequity Extensible markup language strategic moves of direct references and background and, 425–427 (XML), 572 competition, 193–194 checks, 353–354 ERG Theory (Alderfer), 419 External attribution, 489 First-line managers, 12–13 tests for, 354–357 ERIP (early retirement incentive External environments First-mover advantage, 555–556 Employee separations program), 374–375 characteristics of, 70–74 Fixed interval reinforcement defined, 372 ESOP (employee stock owership cognitive maps of, 86–87 schedules, 436 by downsizing, 374 program), 370 complex, 72–73 Fixed ratio reinforcement due to turnover, 375–376 Ethical behavior making use of changes in, schedules, 436 by termination, 373–374 climate for, 115–117 178 Flexibility, maintaining, 140–141 Index 693
Flexible benefit plans, 371–372 forms for, 247 Grapevines, 495–497 employee selection and, Flow, 212 global new ventures and, accuracy of, 495–496 351–359 FLSA (Fair Labor Standards 251–252 Graphic rating scales, 365–366 employee separations and, Act), 427 growing markets and, Great Depression, 120, 415 372–376 Focus strategy, 189 252–254 “Great person” theory. See Trait federal employment laws and, Forecasting methods, 340 impact of, 238–240 theory 343–345 Forecasting techniques, 57 minimizing political risk of, Griggs v. Duke Power Co., 349 human resource information Foreign Corrupt Business 255–257 Group decision making systems (HRISs) and, Practices Act (FCPA), 256 office/manufacturing locations advantages and pitfalls of, 340–342 Formal communication channels, and, 254–255 153–154 importance of job analysis to, 493–494 predeparture language and considering negative 349 Forming, 322 cross-cultural training, consequences and, 157 performance appraisals and, Four-fifths (or 80 percent) rule, 260–261 Delphi technique for, 156–158 364–368 345 preparing for international electronic brainstorming and, process, 338 Franchises, 249–250 assignments and, 259–261, 158–160 recruitment and, 348–351 Fraud lawsuits, 78 263 nominal group technique for, Human resource planning (HRP) Freedom, 213 spouse, family, and dual-career 156 defined, 339 Free Trade Area of the Americas issues, 261, 263 stepladder technique for, 158, 159 human resource information (FTAA), 244 strategic alliances and, structured conflict in, 154–156 systems (HRISs) and, Functional departmentalization, 250–251 Groupthink, 153–154, 310 340–342 274–275 trade agreements and, conditions for, 154 use of performance appraisals Functional turnover, 375–376 241–244, 244–245 Growth need strength, 289 in, 364–365 Fundamental attribution error, trade barriers and, 240–241, Growth strategy, 185 work force forecasting and, 489–490 244–245 339–340 defensive bias and, 490 wholly owned affiliates and, H Human skills, 19 251 Halo error, 365 G Global consistency, 246 “Hawthorne Effect,” 53 I GAAP (generally accepted Global new ventures, 251–252 Hawthorne Studies, 51, 53–54 Imperfectly imitable resources, accounting principles), 477 Global positioning satellite (GPS) Hazard Analysis and Critical 169 Gainsharing, 330 technology, 531 Control Points (HACCP) Imports, 241 Gantt charts, 43, 44 Goal acceptance, 440 program, 82 Impression management, 418 Gender Goal commitment, 138 Hearing, 502 In-basket exercises, 356 -based litigation, 383 Goal difficulty, 440 Hierarchical pay structures, 371 Incentives, 41 discrimination, 391–392 Goals Hispanics for early retirement, 374–375 General Agreement on Tariffs of compression approach to in management, 393 group, 370 and Trade (GATT), 241–242 innovation, 216 purchasing power of, 388 output control and, 531–532 General Electric workout, 227 defined, 439 statistics regarding, 384 for teams, 329–330 General environment, 61, 74–79 developing commitment to, 138 Holding cost, 603 types of, 55 economy and, 75–76 disagreement over team, 322 Honesty, 455 Income statements, 537, 539 political/legal component of, distal, 139–140 Horizontal communication, 494 Incremental change, 211 78–79 effect on motivation of rewards Hostile work environment, 346 management innovation sociocultural component of, and, 432–433 Hotlines, company, 513 during, 216–218 77–78 of experiential approach to HRIS (human resource Independent demand systems, technological component of, innovation, 216 information system), 606 76 proximal, 139–140 340–342 Individualism-collectivism, 326 Generally Accepted Accounting setting, 102, 135, 137–138 HRM (human resource Individualists, 326 Principles (GAAP), 477 setting high but realistic, 406 management), 638 Industrial Revolution, 37 Generational change, 217 setting team, 324–326 HRP (human resource planning), Industry-level strategy Geographic departmentalization, S.M.A.R.T., 137, 324 339 adaptive strategies, 189–191 277–278 stretch, 138, 325 Human relations management, industry forces and, 186–188 Glass ceiling, 391–392 Goal setting, 102, 135, 137–138 49–56 positioning strategies, 188–189 Global business effectiveness of, 140 constructive conflict and question addressed by, 186 consistency versus adaptation Goal-setting theory, 439–442 coordination, 49–51 Industry regulation, 82–83 approach to, 246–247 components of, 440 cooperation and acceptance of federal agencies and cooperative contracts and, defined, 440 authority, 54–56 commissions, 84 248–250 motivating with, 440–442 Hawthorne Studies, 51, 53–54 Inequity cultural differences and, Goal specificity, 440 Human resource information forms of, 425 257–259 Gossip chain, 495, 496 systems (HRISs), 340–342 looking for and correcting defined, 238 Government import standards, common data categories in, major, 427–428 effect on consumers of, 241 341 reactions to perceived, 244–245 Grand strategies, 184–186 Human resource management 425–427 exporting and, 247–248 defined, 184 (HRM) Informal communication Fair Labor Association and, growth strategy, 185 compensation and, 369–372 channels, 495–497 247 retrenchment/recovery strategy, components of, 338 Information. See also Data Foreign Corrupt Business 185–186 determining needs through, accessing and sharing, Practices Act (FCPA), 256 stability strategy, 185 338 569–573 694 Index
accurate, 557–558 Intelligence, 456 systems, 57 Leaders acquisition costs of, 559–560 Intermittent reinforcement types of, 600–601 charismatic, 456 capturing, 561–562 schedules, 435 Inventory management versus managers, 451 characteristics of useful, Internal attribution, 489, 490 economic order quantity traits of, 454–457 557–559 Internal environment, 88 (EOQ), 605, 606 Leadership, 8–9 communication costs of, 560 Internal forecasts, 339 goals of, 604 achievement-oriented, 465 complete, 558 Internal locus of control, 400 just-in-time (JIT) inventory behaviors, 457 dissemination of, 16 Internal motivation, 286–287 system, 605 charismatic, 456, 474–477 getting and sharing, 561–569 Internal recruiting, 349–350 materials requirement planning contingency theory and, processing costs of, 559 Internals, 466 (MRP), 606 460–463 protecting, 564, 566–569 Internal service quality, 593–594 techniques, 605–606 defined, 450 relevant, 558 components of, 594 Inventory turnover, 602 difference between retrieval costs of, 560 Internet Involuntary separation, 372 management and, 451 storage costs of, 559–560 access, 170–171 ISO 9000, 589 directive, 464 strategic importance of, external recruiting on, ISO 14000, 589 grid, Blake/Mouton, 458, 555–557 350–351 458–459 technologies, adoption of new, gripe sites, 497 J neutralizers, 452–454, 453 59–60 long-distance phone calls on, JCM (job characteristics model), path-goal theory of, 463–467 timely, 558–559 80–81 286-288 powerful, 216 Informational roles, 15–16 marketing of products and JIT (just-in-time) inventory role, 15 Information management, 58–60 services on, 561 system, 34, 58, 605 situational approaches to, Information technology phone service, as threat to Job applicants, integrity test 459–460 external access and sharing, traditional phone screening of, 113 situational theory of, 467–469 571–573 companies, 86 Job characteristics model (JCM), strategic, 472–474 first-mover advantage and, rapid advance of, 206 286, 286–288 substitutes for, 452–454, 453 555–556 self-service access to HRISs on, uses of, 289 supportive, 464–465 internal access and sharing, 341 Job description, 348 traits, 454–457 570–571 training, 362–364 example of, 348 transactional, 478 sustaining competitive Internet service providers (ISPs), Job design, 284 transformational, 477–478 advantage with, 556–557 170–171 job characteristics model, visionary, 474–478 Initial assembly, 600 Interorganizational processes 286–288 Leadership style Innovation defined, 297 job rotation, enlargement, and contingency theory of, of entrepreneurial firms, 196 modular organizations, enrichment, 285–286 460–463 experiential approach to, 297–298 job specialization, 284–285 defined, 459 214–216 virtual organizations, 298–299 Job enlargement, 285 matching, to situations, importance of, 204–205 Interpersonal roles, 14–15 Job enrichment, 34, 285–286 462–463 managing sources of, 212–214 Interpersonal skills, 328 Job evaluation, 369 path-goal theory of, 463–467 planning for incremental, Interpretation, 487, 488 Job performance, 417 situational theory of, 216–217 Interval reinforcement schedules, Job posting, 349 467–469 process, shortening time of 435 Job readiness, 467–468 Learned Needs Theory steps in, 217 Interventions Job rotation, 285 (McClelland), 419 S-curve pattern of, 206–208 change, 221 Job satisfaction, consideration Learning-based planning, 141 streams, 208–211 large system, 229 and, 457–458 Legal responsibility, 122 technological, 208 organizational development, Job shops, 599 Leniency error, 365 technological, since 1900, 205 228, 228–229, 229 Job specialization, 284–285 Liaison role, 15 Innovation management, person-focused, 229 Job specifications, 348 Licensing, 248–249 211–218 small group, 229 example of, 348 Linear programming, 57 during discontinuous change, Interviews, 357, 359 Joint ventures, 250–251 Line authority, 281 214–216 semistructured, 359 Just-in-time (JIT) inventory Line-flow production, during incremental change, structured, 357 system, 34, 58, 605 598–599 216–218 unstructured, 357 Line function, 281 managing sources of Intranets, 570 K Listening, 502–504 innovation, 212–214 Intraorganizational processes Kanban, 606 active, 502–503 Innovation streams, 208–211 behavioral informality, Kinesics, 498–499 defined, 502 Inputs, 424 293–296 Knowledge empathetic, 503–504 decreasing or withholding, defined, 290 defined, 573 Litigation 426–427 empowerment, 292–293 and expertise, sharing, class-action, 383, 385, 387 rationalizing or distorting, 427 example of, 290–291 573–574 control, 528 reducing, 428 reengineering, 291–292 incorporating new information defamation, 78 Instrumentality, 430–431 Intrapreneurship, 195 into existing, 487 emotional distress, 78 Integrative conflict resolution, 50 Intrinsic rewards, 421, 422 ethnic discrimination, 393 Integrity, 455 Introversion, 396–397, 456 L fraud, 78 Integrity tests Invasion of privacy suits, 78 Labor productivity, 584 gender-based discrimination, faking and coaching on, 113 Inventory, 34 Labor unrest, 40 343, 383 overt, 112, 113 costs of maintaining, 603–604 Large system interventions, 229 invasion of privacy, 78 personality-based, 112, 113 defined, 58, 600 Layoffs, 374 negligent hiring, 78 predicting job performance managing, 604–606 Leaderless group discussion, 356 performance appraisals and, with, 113 measuring, 601–603 Leader-member relations, 461 364–365 Index 695
racial discrimination, 385, interpersonal roles of, 14–15 effect of rewards and goals on, Negligent hiring suits, 78 387, 393 kinds of, 10–14 432–433 Negotiation, conducted by sexual harassment, 345–346 leaders versus, 451 effort and performance and, managers, 17 wrongful discharge, 373 middle, 11–12 417–418 Negotiator role, 17 wrongful termination, 78 mistakes made by, 20–21 equity theory of, 424–429 Nepotism, 40 Local adaptation policy, 246–247 negotiation by, 17 expectancy theory of, 429–432 Net Operating Profit After Taxes Locus of control, 400, 466 potential legal risks faced by, extrinsic and intrinsic rewards (NOPAT), 540 Lost efficiency, 603 78 and, 420–421 Neutral cultures, 506–507 reasons for, need of, 36–37 goal-setting theory of, NLRA (National Labor M skills needed by, 18–19 439–442 Relations Act), 51 Maastricht Treaty of Europe, team leaders, 13–14 guidelines for, 421–423 Noise, 492 242–243 three-step process for, to make inspirational, 477 Nominal group technique, 156 Machiavellian personalities, 399 sense of changes in external integrated model and, 442, 443 Nonfinancial rewards, 330, 418, Made-to-order operations, 597 environments, 85–88 internal, 286–287 438 Magnitude of consequence, 108 top, 10–11 in job characteristics model, Nonsubstitutable resources, 170 Make-to-stock operations, 597 uses of meta-analysis for, 7 286–288 Nontariff barriers, 240 Management using bureaucratic control, 46 to manage, 19 Nonverbal communication, administrative, 46–49 what companies look for in, need satisfaction and, 418–420 498–499 African Americans in, 392 18–20 and performance, basic model Normative controls, 532–533 Asian Americans in, 393 Manufacturing flexibility, 598 of work, 417 NOPAT (Net Operating Profit bureaucratic, 45–46, 530 Manufacturing operations reinforcement theory of, After Taxes), 540 contingency approach to, 62 amount of processing in, 433–437, 439 Normative decision theory, description of, 4–5 597–598 team, 325–326 469–472 difference between leadership flexibility of, 598–600 use of incentives for, 41 components of, 469 and, 451 Market commonality, 192, 194 MRP (materials requirement decision quality and evolution of, 38 Market entries, 195 planning), 606 acceptance in, 470–472 Fayol’s principles of, 48 Market exits, 195 Multifactor productivity, decision styles in, 469–470 Follett’s contributions to, 52 Maslow's hierarchy of needs, 584–585 examples of problems in, functions, 5–6, 8–9 419 Multifunctional teams, 215–216 471–472 Hispanics in, 393 Mass production, 37 Multinational corporations, 239. rules, 471 human relations, 49–56 Material incentives, 55 See also Global business Norming, 323 ideas and practice throughout Materials requirement planning diversity programs in, 388 Norms, 318 history, 35–36 (MRP), 606 Fair Labor Association and, North American Free Trade importance of good, 23–26 Matrix departmentalization, 247 Agreement (NAFTA), information, 58–60 278–280 global consistency approach 243–244 jobs, ethics and nature of, cross-functional interaction in, of, 246–247 101–102 279 local adaptation approach of, O operations, 57–58 Maximizing, 151 246–247 Objective control, 531–532 origins of, 34–38 Mechanistic organizations, 288 wholly owned affiliates and, 251 Objective performance measures, scientific, 38–39 Media advocacy, 83 N 365 “seat-of-the-pants,” 43 Mentoring, 392, 407, 452 Occupational Safety and Health self-, 534 Mercosur, 244 NAFTA (North American Free Act (OSHA), 344 systems, 60–61 Meta-analysis, 7 Trade Agreement), 243-244 O/I Ratio (outcome/input ratio), transition to, 21–23 Microchronometer, 42 National culture, 257 425 women in, 391–392 Middle managers, 11–12 National Labor Relations Act One-on-one communication, Management by objectives Milestones, 215 (NLRA), 51 497–498 (MBO), 143 Minority domination, on teams, Native Americans, statistics managing, 500–510 defined, 144 310, 320 regarding, 384 Online discussion forums, 511 as method of tactical planning, Modular organizations, Needs, 418–420 Openness to experience, 144 297–298 classification of different 397–398 Management operations Monitor role, 16 theories, 420 Open office systems, 294 service operations and, Monochronic cultures defined, 418 defined, 295 592–596 defined, 508 ERG Theory (Alderfer), 419 Open systems, 60–61 Managers polychronic cultures versus, expectations of changing, 422 Operational plans, 144–146 authority, autonomy, and 508–509 higher-order, 419–420, 422 budgets, 146 power of, 55 time in, 509 Learned Needs Theory single-use plans, 145 and customer satisfaction, Mood linkage, 401 (McClelland), 419 standing plans, 145 25–26 Moore's law, 554 lower-order, 419–420, 422 Operations management, 57–58 decisional roles of, 16–17 Moral development, stages in, Maslow’s hierarchy of, 419 inventory and, 600–606 employee behavior influenced 109–110 unmet, 419 manufacturing operations and, by, 102 Motion studies, 41–42, 44 of workers, discovering, 596–600 ethical standards and, 11, 101 Motivation, 33 421–422 quality and, 586–592 first-line, 12–13 components of, 416, 416–417 Needs assessment, 361–362 relation of productivity to, ideas of, in top performing defined, 416 Negative affectivity, 401 582–586 companies, 24–25 effect of perceptions and Negative reinforcement, Opportunistic behavior, 82 informational roles of, 15–16 expectations on, 423 434–435 Opportunity cost, 603 696 Index
Optical character recognition, job design and, 284–288 outcomes in, 466–467 Phased retirement, 375 562 Organization, process of, 487, subordinate and environmental Phase model of globalization, Options-based planning, 488 contingencies in, 466 247, 251 140–141 Organizations Pay-level decisions, 369 Piecework, 370 Oral communication, 500–501. achieving competitive Pay-structure decisions, 371 Planning See also Communication advantage, 168–169 Pay-variability decisions, 370 bending in the middle, Ordering cost, 603–604 Barnard’s definition of, 54 PDF documents, 562 143–144 Organic organizations, 288 centralized, 283 Perceived ability, 466 benefits of, 135 Organizational authority change in work setting of, 230 Perception defined, 6, 134 chain of command in, 281 decentralized, 283 communication and, 486–487 developing commitment to degree of centralization in, 283 diversity in, 384–385 defined, 487 goals, 138 delegation of authority and, effect of reengineering on effect of culture on, 505–506 developing effective action 282–283 orientation of, 291 of others, 489–490 plans, 138–139 line versus staff authority in, elements of bureaucratic, 46 problems, 488–489 finishing at the bottom, 281–282 environmental complexity of, 61 process, 487–488 144–146 Organizational change, 218–219 feedback to, 61 selective, 488 and implementing change common errors of managers Follett’s principles of, 50–51 self-, 490 process, 222 leading, 223–229 mechanistic, 288 of social responsibility, 117 for incremental innovation, managing, 220–221 modular, 297–298 Perceptual filters, 487–488 216–217 organizational decline and, organic, 288 Performance. See also learning-based, 141 219–220 social responsibility and, Performance appraisals; maintaining flexibility, resistance to, 221–223 121–122. See also Social Productivity 140–141 tools and techniques, 226–229 responsibility accurately measuring job, options-based, 140–141 Organizational cultures systems view of, 60–61 365–366 pitfalls, 135–136 change and, 225–226 virtual, 298–299 basic model of work setting goals, 137–138 changing, 91–93 Organization-wide motivation and, 417 starting at the top, 142–143 consistent, 91 communication charisma and, 456 strategic, 142 creation and maintenance of, getting messages out in, compensation linked to, 376 time lines, 143 88–89 510–512 effort and, 417–418 tracking progress, 139–140 successful, 90–91 hearing others, 512–514 expectancy and, 430 Policies, 145 three levels of, 91 informal meetings and, 513 feedback, 440 Policy uncertainty, 255–257 Organizational decline, 219–220 managing, 510–514 linkage of rewards to, 432 Political deviance, 104 Organizational development, role of email in, 510–511 organizational. See Balanced Political risk, minimizing, 228–229 surprise visits and, 513–514 scorecard 255–257 interventions, general steps for, survey feedback and, 513 perceived relationship between Political uncertainty, 255–257 228 Organizing, 8 rewards and, 430 Pollution minimization, 544–547 kinds of interventions for, 229 OSHA (Occupational Safety and predicting job applicant's on- Polychronic cultures Organizational heroes, 89 Health Act), 344 the-job, with meta-analysis, defined, 508 Organizational innovation, Outcome/input (O/I) ratio, 425 7 monochronic cultures versus, 204–205 Outcomes, 424 Performance appraisals. See also 508–509 defined, 204 desirability of, 429–430 Performance time in, 509 innovation streams and, increasing, 427, 428 feedback from, 135, 366–368 Pooled interdependence, 292 208–211 rationalizing or distorting, 427 job analysis and, 349 Portfolio strategy, 180–184 technology cycles and, Outplacement services, 374 measurements for, 365–366 acquisitions and, 181 206–208 Output control, 531 scales, subjective, 365 BCG matrix, 181–183 Organizational plurality, 404 Overlapping steps, 217–218 uses of, 364–365 cash cows in, 182, 183 Organizational processes Overreward, 425 Performance feedback, 440 defined, 181 defined, 273 Overt integrity tests, 112, 113 Performance tests, 356 dogs in, 182, 183 designing, 288–299 Performing, 323 question marks in, 182, 183 Organizational silence, 512–513 P Personal aggression, 104 stars in, 182, 183 defined, 512 Paradigms, for managing Personality, 355 unrelated diversification and, ways of overcoming, 513 diversity, 403 authoritarian, 399 181 Organizational stories, 89 access and legitimacy, 403–404 Big Five dimensions of, 356, Positioning strategies, 188–189 Organizational strategy, 168 discrimination and fairness, 396–398 Position power, 461–462 corporate level strategies, 402 defined, 396 Positive affectivity, 401 180–186 learning and effectiveness, dimensions, work-related, Positive reinforcement, 434 firm-level strategies, 191–196 404–405 398–401 Postconventional level of moral industry-level strategies, Paralanguage, 499 highly dominant, 456 development, 110 196–191 Paraphrasing, 503 Machiavellian, 399 Power strategy-making process, Partial productivity, 584–585 organized, hardworking, danger of authority, autonomy, 172–180 Participative leadership, 465 responsible, 398 and, 55 sustainable competitive Passwords Type A, 399–400 inherent in management advantage and, 168–171 for accessing extranets, 573 Type B, 400 positions, 101 Organizational structures dos and don’ts, 568 Personality-based integrity tests, “with” not “over” others, 51 authority and, 280–283 Path-goal theory, 463–467, 465, 112, 113 Power distance, 257–258 defined, 272 467 Personality tests, 355–356 Preconventional level of moral departmentalization, 274–280 components of, 463–464 Person-focused interventions, development, 109 designing, 274–288 leadership styles in, 464–465 229 Predictive patterns, 564 Index 697
Pregnancy Discrimination Act Punishment, 435 external, 350–351 nonfinancial, 330, 418, 438 (1978), 344 administering, at appropriate internal, 349–350 output control and, 531–532 Primary stakeholders, 119 time, 437 job analysis and, 348–349 perceived relationship between issues important to, 120 Purchasing power, 253 Recycling, 545–546 performance and, 430 Principle of distributive justice, of minorities, 388 Reengineering, 291–292 programs, 431 111 defined, 291 social, 438 Principle of government Q References, 353–354 RFID (radio frequency requirements, 111 QDMA (quad-division multiple falsification of, 352 identification) tags, 562 Principle of individual rights, 111 access) radio waivers for checking, 354 Risk Principle of long-term self- communication, 557 Referents, 424–425 controlling legal, 528 interest, 110 Quality. See also Quality control changing, 427 of entrepreneurial firms, Principle of personal virtue, 110 advantages and disadvantages Refreezing, 221 196 Principle of religious injunctions, of different measures of, 544 Regional trading zones, 242 strategies pertaining to, 111 Baldrige National Quality Regulation costs, 528 177–179 Principle of utilitarian benefits, Award, 590–591 Reinforcement Risk-avoiding strategy, 177–179 111 defining and measuring, contingencies, 433 Risk-seeking strategy, 177–179 Printing press, 59 542–543 defined, 433 Rules and regulations, 146 Private spaces, 295–296 internal service, 593–594, 594 negative, 434–435 Proactive monitoring, 80 managing for, 582 positive, 434 S Proactiveness, of entrepreneurial meanings for, 586–587 schedule of, 433 Sarbanes-Oxley Act, 116 firms, 196 -related characteristics for schedules for delivering, Satisficing, 151 Proactive strategy, 124 products and services, 435–457 Scanners, electronic, 562 Probability of effect, 108 587–589 Reinforcement contingencies, Schedule of reinforcement, 433, Problems, 147–148 standards, 589–590 433 435, 436 defined, 147 total quality management kinds of, 434–435 Schedule time, 509 Problem solving (TQM) and, 591–592 Reinforcement theory, 433–437, Scheduling systems, 57 benefits of diversity to, 388 Quality control, 57 439 Scientific management, 38–39, in normative decision theory, Question marks, in portfolio components of, 433–435 44 471–472 strategy, 182, 183 defined, 433 father of, 39–41 teams, 388 Quid pro quo sexual harassment, delivery schedule for, 435–457 Gantt charts, 43 Procedural justice, 428–429 345–346 motivating with, 437, 439 principles of, 40 Procedures, 146 Quotas, 240 Related diversification, 184 time and motion studies, Processing costs, 559 Relationship behavior, 82 41–42 Product boycott, 84 R Relative comparisons, 149 S-curve pattern of innovation, Product departmentalization, Racial and ethnic discrimination, Resistance forces, 221 206–208 275–276 392–394 Resistance to change, 221 Secondary firms, 176 Product failure, 587 Radio frequency identification managing, 221–223 Secondary stakeholders, 120 Production blocking, 158–159 (RFID) tags, 562 Resource allocator role, 17 Secure sockets layer (SSL) Production deviance, 102 Rare resources, 169 Resources, 168 encryption, 568 Productivity Rate buster, 39 imperfectly imitable, 169 Selection, 92–93. See also benefits and importance of, Rater training, 366 nonsubstitutable, 170 Employee selection 583–584 Rational decision making, rare, 169 Selective perception, 488 defined, 582–583 146–147. See also Decision valuable, 169 Self-confidence, 455 early attempts to increase, 40 making Resource scarcity, 73–74 Self-control, 534 increases in, 573 defined, 147 Resource similarity, 192–193, 194 Self-designing teams, 315 kinds of, 584–585 evaluation of alternatives, Response, 193, 194 Self-management, 534 managing for, 582 149–150 clarifying, 503 Self-managing teams, 314–315 measurement and generating alternative courses Responsiveness, 588 Self-perception, 490 improvement, 57 of action, 149 Rest breaks, as controversial, Self-serving bias, 490–491 Product liability law, 78 identifying decision criteria, 40 Semi-autonomous work groups, Product prototype, 214 148–149 Results-driven change, 226–227 314 Product reliability, 587 limits to, 151–152 Résumés, 352 Semistructured interviews, 359 Profit sharing, 370 problem definition in, Retention, 487, 488 Sequence patterns, 563–564 Project management, 57 147–148 Retirement, phased, 375 Sequential interdependence, 292 Project manufacturing, 599 steps and limits to, 147–152 Retrenchment strategy, 185–186 Serviceability, 587 Project teams, 316–317 weighting criteria, 149 Retrieval costs, 560 Service capability, 594–595 Property deviance, 102–103 Ratio schedules, 435 Rewards Service operations Proposition 209 (California), 386 Raw data, 555 according to equity theory description of, 593 Prospectors, 190 transforming, 562–563 process, 425 service-profit chain and, Protecting information, 564, Raw material inventories, 600 desirability of, 429–430 593–595 566–569 Reactive customer monitoring, effect on motivation of goals service recovery and Protectionism, 240 79–80 and, 432–433 empowerment, 595–596 Proximal goals, 139–140 Reactive strategy, 123 expectations about, 423 total quality management Proximity of effect, 109 Reactors, 190–191 extrinsic, 420–421 (TQM) and, 591–592 Psychological readiness, 467–468 Reciprocal interdependence, 292 financial, 438 Service-profit chain, 593–595, Public communications, 83 Recovery, 185–186 intrinsic, 421, 422 594 Public key encryption, 568 Recruitment linkage of performance and, Service recovery, 595–596 Punctuated equilibrium theory, 71 defined, 347 432 Service reliability, 588 698 Index
Services Stability strategy, 185 Supportive leadership, 464–465 selecting people for, 326–328 consumption of, 587–588 Stable environments, 70–71 Surface-level diversity, 389–396 self-designing, 315 quality-related characteristics Staff authority, 281 age and, 390–391 self-managing, 314–315 for products and, 587–589 Staff function, 281–282 defined, 389 semi-autonomous work Setup cost, 603 Stakeholder model, 119 gender and, 391–392 groups, 314 Sexual harassment, 345–346 Stakeholders, 119 mental or physical disabilities setting goals and priorities for, Shadow-strategy task force, 176 expectations of, 122 and, 394–395 324–326 Shared spaces, 295–296 primary, 119 race/ethnicity and, 392–394 size, 320–321 Shareholder model, 118–119 secondary, 120 Survey feedback, 513 slackers on, 309 Simple environments, 72 Standardization, 283 Sustainable competitive stages in development of, Simple matrix, 280 Standard of living, productivity advantage, 169 322–324 Single-use plans, 145 and, 583 using strategy-making process, training, 328–329 Situational analysis, 173–177 Standards 174 transition management, Situational favorableness, 461, comparison to, 525–526 SWOT analysis, 173–177 227–228 462 ISO 9000 and 14000, 589–590 Synergy, 61 virtual, 315–316 Situational theory, 467–469 setting, 524–525 defined, 60 when to use, 310–312 leadership styles in, 468–469 Standing plans, 145 Systems Teamwork, 592 worker readiness, 467–468 Stars, in portfolio strategy, 182, closed, 60 Technical skills, 18–19 Skill-based pay, 329–330 183 defined, 60 Technological discontinuity, Skills-based diversity training, Statistical/historical ratios open, 60–61 208–209 406–407 forecasting, 340 Systems management, 60–61 Technological lockout, 210–211 Skill variety, 287 Stepladder technique, 158 Technological substitution, 209 Slackers, 309, 310 Stock options, 370 T Technology Slack resources, 140–141 Stockout costs, 604 Tactical plans, 143 adoption of new information, Small group interventions, 229 Stockouts, 601–602, 604 Tangibles, 588 59–60 S.M.A.R.T. goals, 137, 324 Storage costs, 559–560, 603 Tariffs, 240 assistive, 395 Social consensus, 108 Storming, 322 Task identity, 287, 289 components of general Social integration, 389 Strategic alliances, 250–251 Task interdependence, 292 environment, 76 Social loafing, 309–310 Strategic dissonance, 173 Tasks, combining, 287 global positioning (GPS) Social responsibility Strategic group, 175–176 Task significance, 287, 289 satellite, 531 defined, 117 Strategic leadership, 472–474 Task structure, 461–462, 466 innovation and, 205, 208 difficulty regarding perception defined, 473 Team development SSL, 568 of, 117 Strategic planning, 142 forming stage, 322 Technology cycles, 206–208 discretionary responsibilities Strategic plans, 34, 142 norming stage, 323 Televised/videotaped speeches and, 122 Strategic reference points, performing stage, 323 and meetings, 511 economic performance and, 177–178 stages in, 322–324 Temporal immediacy, 108–109 124–126 Strategic Reference Point Theory, storming stage, 317, 322 Termination, employee, 373–374 economic responsibility and, 177, 178–179 Team diversity, 327 Terrorist attacks, of September 122 Strategy-making process Team leaders, 13–14 11, 2001 ethical responsibility and, 122 assessing need for change and, training for, 329 effect on airline industry of, legal responsibility and, 122 172–173 Team level, 327 11, 72 responses to demands for, choosing strategic alternatives Team(s). See also Team Testing, 214–215 123–124 and, 177–179 development; Total quality Tests, selection, 112, 113, shareholder model, 118–119 producing sustainable management (TQM); Work 354–357, 358 stakeholder model, 119 competitive advantage by teams Threat of new entrants, 187 Social responsiveness, 123 using, 174 advantages of, 306–309 Threat of substitute products or Social rewards, 438 situational analysis and, autonomy and, 313–315 services, 187–188 Software, 554 173–177 bureaucratic immunity for, 326 360-degree feedback, 366–368 antivirus, 567 Stretch goals, 138, 325 cohesiveness, 318–320 Time, cultural orientation backward compatible, 217 Strong cultures, 91 compensation and recognition, toward, 508–5-9 importance to businesses of, Structural accommodation, 329–330 Time studies, 42, 44 555 325–326 conflict in, 321–322 Top managers, 10–11 optical character recognition, Structured interviews, 357, 358, cross-functional, 315 Total quality management 562 359 disadvantages of, 309–310 (TQM), 591–592 Web sites for free, 171 guidelines for conducting diversity, 327 Trade agreements, 241–244 Soldiering, 39 effective, 359 employee involvement, 307, Trade barriers, 240–241 Specific ability tests, 354 Subjective performance measures, 314 Traditional work groups, Specific environment, 61, 75 365 kinds of, 312–317 313–314 competitor component of, Suboptimization, 536 level, 327 Training 80–81 Subsidies, 241 minority domination of, 310, awareness, 406 customer component of, 79–80 Subsystems, 60 320 cross, 308, 329 effect of advocacy groups on, Summarizing, 503 multifunctional, 215–216 defined, 360 83–84 Supervised data mining, 563 norms, 318 determining needs for, industry regulation component Supplier dependence, 81–82 performance, cohesivenss and, 361–362 of, 82–83 Supplier involvement, 217 319 evaluating, 364 supplier component of, 81–82 Suppliers, 81–82 problem-solving, 307, 388 methods, 362–364 Spokesperson role, 16 bargaining power of, 188 project, 316–317 objectives and methods, 363 Index 699
older workers and, 391 V disability-related issues, 394, keeping qualified, 368–372 of performance raters, 366 Valence, 429–430 395 machine design for and practice, diversity, Validation, 352 discussion, 514 handicapped, 42 406–407 Valuable resources, 169 EEOC, 405 measurement of behavior or skills-based, 406–407 Value, 543 encryption downloads, 568 output of, 531 team, 328–329 Variable interval reinforcement ESOPs and stock options, reasonable accommodations Trait rating scales, 365–366 schedule, 436 370 for disabled, 395 Traits Variable ratio reinforcement ethical decision making games, training of, 40 defined, 454 schedules, 436 115 Work force leadership, 454–457 Variation, 592 federal agencies and aging of, 384 Trait theory, 454–455 Vertical loading, 288 commissions, 84 older people in, 390–391 Transactional leadership, 478 Virtual organizations, 298–299 federal employment laws, 343, women in, 384 Transaction processing, 340 Virtual private networks (VPNs), 344 Work force forecasting, 339–340 Transformational leadership, 568 free software, 171 internal and external factors 477–478 Virtual teams, 315–316 IAT, 406 influencing, 339 Transient firms, 176 tips for managing successful, information about Baldrige Work groups. See also Teams Transition management teams 316 Award, 591 autonomous, 533 (TMTs), 227–228 Virus, 567 information on workplace primary, 466 primary responsibilities of, 228 Visible artifacts, 92 violence, 104 semi-autonomous, 314 Turnover Vision, 142–143 intranet, 570 traditional, 313–314 functional, 375–376 for change, lacking, 224 ISO standards, 590 Work-in-process inventories, 600 rates for African Americans, company, 90–91 political risk, 256 Work Keys method, 361–362 387 Visionary leadership, 474–478 rights of whistleblowers, Workplace rates for women, 387 charismatic leadership, 116 accommodations for of work teams, 309 474–477 trade agreements, 242, 243, disabilities, 394–395 Two-factor authentication, results gained from, 474 244 deviance, 102–104 566–567 transformational leadership, U.S. Sentencing Guidelines for diversity, 384 Type A/B personality dimension, 477–478 Organizations, 106 violence, Web site for 399–400 Vision statements, 91, 142–143 wireless security and information on, 104 Type A personalities, 399–400 Vocational Rehabilitation Act, 42 encryption protocols, 569 Workplace deviance, 102–104 Type B personalities, 400 Voice mail, 512 workings of virtual cost of, 113 organizations, 299 integrity tests and, 113 U employee communication using, 16 Whistleblowing, 116–117 types of, 103 Uncertainty, environmental, 74 Voice messaging. See Voice mail Wholly owned affiliates, 251 Work sample tests, 356, 358 Underreward, 425 VOIP (voice over Internet Wireless networks, 568–569 Work teams. See also Team Unethical charismatics, 475 protocol), 80–81 Women development; Team(s) behaviors of, 476 as threat to traditional phone businesses owned by, 391 defined, 306 Unfreezing, 221 companies, 86 discrimination against, 383 enhancing effectiveness of, mistakes during, 223–224 Voluntary export restraints, in management, 391–392 324–330 Uniformed Services Employment 240–241 turnover rates for, 387 establishing, 306 and Reemployment Rights Voluntary separation, 372 in work force, 384 initially high turnover of, 309 Act (USERRA), 343, 344 VPN (virtual private network), Work managing, 317–324 Uniform Guidelines on Employee 568 challenging, 212 World Trade Organization Selection Procedures, 349, Vroom-Yetton-Jago model. See change in nature of, 36–37 (WTO), 241–242 352 Normative decision theory meaningful, 286–287, 421 Written communication, United States Official measurement techniques, 57 501–502. See also Harmonized Tariff Schedule, W motivation and performance, Communication 241 Wagner Act, 51 basic model of, 417 Wrongful discharge, 373 Unity of command, 281 Waste minimization -related personality Wrongful termination suits, 78 Unrelated diversification, 181 dimensions, 398–401 four levels of, 545 Z Unstructured interviews, 357 recycle and reuse, 545–546 setting, parts of organizational, Unsupervised data mining, 563 waste disposal, 546–547 230 Zone of indifference, 55 Upward communication, 494 waste prevention and units, natural, 288 Usenet user groups, 514 reduction, 544–545 use of motion studies to U.S. Sentencing Guidelines for waste treatment, 546 simplify, 41–42 Organizations, 100, 113 Waste prevention, 544–545 Worker readiness, 467–468 compliance program steps for, Web services, 569, 572 Workers. See also Work force 107 difference between EDI and, forecasting determining punishment under, 572 developing qualified, 105–106 Web sites, 25, 78, 80, 81, 190. 360–368 groups covered by, 104–105 See also Blogs empowering, 292–293 offense levels, base fines, codes of ethics, 112 expectations of, 423 culpability scores, and concerning software piracy, finding qualified. See possible total fines, 105 110 Recruitment