...Lus10552_ch09_321-355 7/3/06 21:21 Page 321 CONFIRMING PAGES CHAPTER 9 Motivating Performance LEARNING OUTCOMES After completing this chapter, you should be able to: 1. Explain the motivation process and the three factors affecting performance. 2. Describe four content motivation theories. 3. Describe two process motivation theories. 4. State how reinforcement is used to increase performance. 5. List the four steps in the model for giving praise. 6. Identify the four parts of the model for writing objectives. 7. Explain the three steps of managing by objectives. 8. State ways to enrich, design, and simplify jobs. 9. Explain possible limitations of using motivation theories outside North America. 10. Define the following 16 key terms (in order of appearance in the chapter): motivation performance formula content motivation theories needs hierarchy two-factor theory manifest needs theory process motivation theories expectancy theory CHAPTER OUTLINE The Importance of Motivation What Is Motivation and Why Is It Important? How Motivation Affects Behavior, Human Relations, and Performance Copyright © 2008 by The McGraw-Hill Companies. All rights reserved. equity theory reinforcement theory giving praise objectives management by objectives (MBO) job enrichment job design job simplification Content Motivation Theories Schedules of Reinforcement Organizational Reinforcement for Getting Employees to Come to Work and to Be...
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...Service QualityLEARNING OBJECTIVESAfter completing this chapter, you should be able to: 1. Describe and illustrate the five dimensions of service quality. 2. Use the service quality gap model to diagnose quality problems for a service firm. 3. Describe how the SERVQUAL survey instrument is used to measure gaps in a service firm's quality. 4. Illustrate how Taguchi methods and poka-yoke methods are applied to quality design in services. 5. Construct a "house of quality" as part of a quality function deployment project. 6. Construct a statistical process control chart for service operation. 7. Use a fishbone chart in a cause-and-effect analysis. 8. Compare and contrast the quality program features espoused by Philip Crosby and W. Edward Deming. 9. Describe the features of an unconditional service guarantee and its managerial benefits.10. Discuss the concept of a service recovery.Service "with a smile" used to be enough to satisfy most customers. Today, however, some service firms differentiate themselves in the marketplace by offering a "service guarantee." Unlike a product warranty, which promises to repair or replace the faulty item, service guarantees typically offer the dis satisfied customer a refund, discount, or free service. Take, for example, the First Interstate Bank of California. After interviewing its customers, the bank management discovered that they were annoyed by a number of recurring problems, such as inaccurate statements and broken automatic teller machines...
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...personal fortune was never particularly a goal of mine. —Sam Walton, Founder, Wal-Mart^ magine you met a remarkable person who could look at the sun or stars at any time of day or night and state the exact time and date: "It's April 23, 1401, 2:36 A.M., and 12 seconds." This person would be an amazing time teller, and we'd probably revere that person for the ability to tell time. But wouldn't that person be even more amazing if, instead of telling the time, he or she built a clock that could tell the time forever, even after he or she was dead and gone?' Having a great idea or being a charismatic visionary leader is "time telling"; building a company that can prosper far beyond the presence of any single leader and through multiple product life cycles is "clock building." The builders of visionary companies tend to be clock builders, not time tellers. They concentrate primarily on building an organization—building a ticking clock— From 6u/;t to Last by James C. Collins and Jerry I. Porras. Copyright © 1994 by James C. Collins and Jerry I. Porras. Reprinted with authority from HarperCollins Publishers. I 80 CALIFORNIA MANAGEMENT REVIEW VOL 37, NO. 2 WINTER 1995 Building a Visionary Company rather than on hitting a market just right with a visionary product idea and riding the growth curve of an attractive product life cycle. And instead of concentrating on acquiring the individual personality traits of...
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...op yo rP os t NA0186 A Telemedicine Opportunity or a Distraction? Janis L. Gogan, Bentley University Monica J. Garfield, Bentley University S hawn Farrell, Executive Director of the Partners TeleStroke program, glanced at his smart phone while striding toward his office at Massachusetts General Hospital (MGH) in Boston; he nearly collided with Lee Schwamm, MD. Knowing that Dr. Schwamm’s overfull schedule as Vice Chairman of Neurology and Director of Acute Stroke and TeleStroke Services meant he had little time to chat, Farrell used the near-collision as an opportunity to quickly mention a recent conversation with a nurse from Falmouth Hospital on Cape Cod. An active participant in the TeleStroke service, Falmouth Hospital was regularly honored for its adherence to best practices in stroke care. “Recently some Falmouth nurses asked how we can convince other MGH departments—such as in critical-care pediatrics—to provide similar telemedicine consultation services,” Farrell stated, adding “Their nurse stroke coordinator, Jean Estes, is a huge cheerleader for TeleStroke.” Dr. Schwamm continued moving toward his office as he replied, No tC Shawn, don’t we already have too much to do? I need to see patients, complete the analysis for a study I am working on, submit a grant application. Next week I will speak at an international neurology conference. Telemedicine can certainly be invaluable in many clinical domains, but there just are not enough...
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...The media’s watching Vault! Here’s a sampling of our coverage. “For those hoping to climb the ladder of success, [Vault’s] insights are priceless.” – Money magazine “The best place on the Web to prepare for a job search.” – Fortune “[Vault guides] make for excellent starting points for job hunters and should be purchased by academic libraries for their career sections [and] university career centers.” – Library Journal “The granddaddy of worker sites.” – U.S. News & World Report “A killer app.” – The New York Times One of Forbes’ 33 “Favorite Sites.” – Forbes “To get the unvarnished scoop, check out Vault.” – SmartMoney Magazine “Vault has a wealth of information about major employers and job searching strategies as well as comments from workers about their experiences at specific companies.” – The Washington Post “A key reference for those who want to know what it takes to get hired by a law firm and what to expect once they get there.” – New York Law Journal “Vault [provides] the skinny on working conditions at all kinds of companies from current and former employees.” – USA Today Customized for: Mian Badr (mian.iftikhar@studbocconi.it) Customized for: Mian Badr (mian.iftikhar@studbocconi.it) VAULT CAREER GUIDE TO MIDDLE MARKET INVESTMENT BANKING JOE BEL BRUNO AND THE STAFF OF VAULT Customized for: Mian Badr (mian.iftikhar@studbocconi.it) Customized for: Mian Badr (mian.iftikhar@studbocconi.it) Copyright © 2009 by Vault.com, Inc. All rights reserved....
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...A Conceptual Framework for the Design of Organizational Control Mechanisms Author(s): William G. Ouchi Source: Management Science, Vol. 25, No. 9 (Sep., 1979), pp. 833-848 Published by: INFORMS Stable URL: http://www.jstor.org/stable/2630236 Accessed: 12/12/2008 16:24 Your use of the JSTOR archive indicates your acceptance of JSTOR's Terms and Conditions of Use, available at http://www.jstor.org/page/info/about/policies/terms.jsp. JSTOR's Terms and Conditions of Use provides, in part, that unless you have obtained prior permission, you may not download an entire issue of a journal or multiple copies of articles, and you may use content in the JSTOR archive only for your personal, non-commercial use. Please contact the publisher regarding any further use of this work. Publisher contact information may be obtained at http://www.jstor.org/action/showPublisher?publisherCode=informs. Each copy of any part of a JSTOR transmission must contain the same copyright notice that appears on the screen or printed page of such transmission. JSTOR is a not-for-profit organization founded in 1995 to build trusted digital archives for scholarship. We work with the scholarly community to preserve their work and the materials they rely upon, and to build a common research platform that promotes the discovery and use of these resources. For more information about JSTOR, please contact support@jstor.org. INFORMS is collaborating with JSTOR to digitize, preserve and extend access to Management Science...
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...Guidelines for the Strategic Audit Report Revised Sep 2013 Adapted and revised from: Wheelen and Hunger, (2008). Concepts in Strategic Management and Business Policy, 11th Ed., Pearson Education, Inc. Purpose of the strategic audit assignment Your assignment Selecting a company for the strategic audit An effective report Required format for the strategic audit report Required sections of the strategic audit report Executive Summary Current situation Corporate governance External environment: Opportunities and threats Internal environment: Strengths and weaknesses Analysis of strategic factors (SFAS) Strategic alternatives and recommended strategy (TOWS) Implementation of recommended strategy Conclusions Evaluating mission statements Evaluating the Board of Directors Preparing the tables: EFAS, IFAS, SFAS, and TOWS Common-size statements Analyzing financial statements Analyzing financial ratios Writing guidelines Relaxed APA rules Useful resources Purpose of the strategic audit assignment A strategic audit is usually done to help the firm’s management decide how to proceed, or to support a potential investment or loan. The purpose of a strategic audit is essentially to answer the question, “What condition is this firm in?” Because the audit is focused toward answering this question, there must be a conclusion about what the audit shows. Therefore, while this is mostly an objective, informative report, there is a persuasive twist at the end. 1 The point of this assignment...
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...Outliers THE S T O R Y OF S U C C E S S MALCOLM G LAD W E L L # 1 bestselling author of The Tipping Point and Blink $27.99 $ 3 0 . 9 9 in C a n a d a Why d o s o m e p e o p l e succeed far more than others? T h e r e is a story that is usually told a b o u t extremely successful p e o p l e , a story that focuses o n intelligence a n d ambition. In Outliers Malcolm Gladwell a r g u e s that the true story o f s u c c e s s is very different, a n d that if we want to u n d e r s t a n d h o w s o m e p e o p l e thrive, we s h o u l d s p e n d m o r e time l o o k i n g around them — at s u c h things as their family, their birthplace, or even their birth d a t e . T h e story o f s u c c e s s is m o r e c o m p l e x — a n d a lot m o r e interesting — than it initially a p p e a r s . Outliers e x p l a i n s w h a t the B e a t l e s a n d Bill G a t e s have in c o m m o n , the e x t r a o r d i n a r y s u c c e s s o f A s i a n s at m a t h , the h i d d e n a d v a n t a g e s o f star athletes, why all t o p N e w York lawyers have the s a m e r é s u m é , a n d the r e a s o n y o u ' v e never h e a r d o f the w o r l d ' s s m a r t e s t m a n — all in terms o f g e n eration, family, c u l t u r e , a n d c l a s s . It matters w h a t year y o u were b o r n if y o u want to b e a S i l i c o n Valley billionaire, G l a d w e l l a r g u e s , a n d it matters w h e r e y o u w e r e b o r n if y o u want to b e a s u c cessful p i l o t . T...
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...MORE ADVANCE NOISE FOR QUIET “An intriguing and potentially lifealtering examination of the human psyche that is sure to benefit both introverts and extroverts alike.” —Kirkus Reviews (starred review) “Gentle is powerful … Solitude is socially productive … These important counterintuitive ideas are among the many reasons to take Quiet to a quiet corner and absorb its brilliant, thought-provoking message.” —ROSABETH MOSS KANTER, professor at Harvard Business School, author of Confidence and SuperCorp “An informative, well-researched book on the power of quietness and the 3/929 virtues of having a rich inner life. It dispels the myth that you have to be extroverted to be happy and successful.” —JUDITH ORLOFF, M.D., author of Emotional Freedom “In this engaging and beautifully written book, Susan Cain makes a powerful case for the wisdom of introspection. She also warns us ably about the downside to our culture’s noisiness, including all that it risks drowning out. Above the din, Susan’s own voice remains a compelling presence—thoughtful, generous, calm, and eloquent. Quiet deserves a very large readership.” —CHRISTOPHER LANE, author of Shyness: How Normal Behavior Became a Sickness 4/929 “Susan Cain’s quest to understand introversion, a beautifully wrought journey from the lab bench to the motivational speaker’s hall, offers convincing evidence for valuing substance over style, steak over sizzle, and qualities that are, in America, often derided. This book is brilliant...
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...Organizations Artistry, Choice, and Leadership LEE G. BOLMAN TERRENCE E. DEAL B est- se l l i n g a u t h o rs of LEADING WITH SOUL FOURTH EDITION Reframing Organizations Artistry, Choice, and Leadership Lee G. Bolman • Terrence E. Deal Copyright © 2008 by John Wiley & Sons, Inc. All rights reserved. Published by Jossey-Bass A Wiley Imprint 989 Market Street, San Francisco, CA 94103-1741—www.josseybass.com No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning, or otherwise, except as permitted under Section 107 or 108 of the 1976 United States Copyright Act, without either the prior written permission of the publisher, or authorization through payment of the appropriate per-copy fee to the Copyright Clearance Center, Inc., 222 Rosewood Drive, Danvers, MA 01923, 978-750-8400, fax 978-6468600, or on the Web at www.copyright.com. Requests to the publisher for permission should be addressed to the Permissions Department, John Wiley & Sons, Inc., 111 River Street, Hoboken, NJ 07030, 201-7486011, fax 201-748-6008, or online at www.wiley.com/go/permissions. Credits are on page 528. Readers should be aware that Internet Web sites offered as citations and/or sources for further information may have changed or disappeared between the time this was written and when it is read. Limit of Liability/Disclaimer of Warranty: While the publisher...
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...restructured its entire operations in Australia (including the closure of 61 stores), and reduced the number of planned new store openings by more than 200. Starbucks’ global workforce was trimmed by about 6,700 employees. The company’s cost-reduction and laborefficiency initiatives resulted in savings of about $580 million. Exhibit 1 shows the performance of Starbucks’ company-operated retail stores for the most recent five fiscal years. In his November 2009 letter to company shareholders, Howard Schultz, Starbucks’ founder, chairman of the board, and chief executive officer, said: Two years ago, I expressed concern over challenges confronting our business of a breadth and magnitude unlike anything I had ever seen before. For the first time, we were beginning to see traffic in our U.S. stores slow. Strong competitors were entering our business. And perhaps most troublesome, where in the past Starbucks had always CASE 23 Amit J. Shah Frostburg State University been forward-thinking and...
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...Unleashing the Ideavirus 1 www.ideavirus.com Unleashing the Ideavirus By Seth Godin Foreword by Malcolm Gladwell ©2000 by Do You Zoom, Inc. You have permission to post this, email this, print this and pass it along for free to anyone you like, as long as you make no changes or edits to its contents or digital format. In fact, I’d love it if you’d make lots and lots of copies. The right to bind this and sell it as a book, however, is strictly reserved. While we’re at it, I’d like to keep the movie rights too. Unless you can get Paul Newman to play me. Ideavirus™ is a trademark of Do You Zoom, Inc. So is ideavirus.com™. Designed by Red Maxwell You can find this entire manifesto, along with slides and notes and other good stuff, at www.ideavirus.com. This version of the manifesto is current until August 17, 2000. After that date, please go to www.ideavirus.com and get an updated version. You can buy this in book form on September 1, 2000. This book is dedicated to Alan Webber and Jerry Colonna. Of course. Unleashing the Ideavirus 2 www.ideavirus.com STEAL THIS IDEA! Here’s what you can do to spread the word about Unleashing the Ideavirus: 1. Send this file to a friend (it’s sort of big, so ask first). 2. Send them a link to www.ideavirus.com so they can download it themselves. 3. Visit www.fastcompany.com/ideavirus to read the Fast Company article. 4. Buy a copy of the hardcover book at www.amazon.com/exec/obidos/ASIN/0970309902/permissionmarket. 5...
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...Sejarah Perusahaan: Oak Industries Inc merupakan pemasok terkemuka komponen untuk produsen dan penyedia layanan dalam industri komunikasi. Dua ceruk pasar menghasilkan pendapatan perusahaan: komponen komunikasi dan komponen kontrol. Komunikasi komponen divisi tersebut terdiri dari Gilbert Engineering, sebuah perusahaan pembuat konektor kabel; Laserton Inc, produsen komponen serat optik aktif, dan Oak Frekuensi Control Group, sebuah perusahaan pembuat kristal kuarsa berbasis osilator.Komponen komunikasi yang digunakan terutama dalam jaringan komunikasi, termasuk layanan telepon, televisi kabel, dan komunikasi selular. Komponen Kontrol divisi tersebut terdiri dari OakGrisby, produsen terkemuka switch dan encoders untuk digunakan dalam aplikasi komersial, medis, dan militer; dan Harper-Wyman, pemasok utama untuk industri rentang gas. Pada tahun 1996, perusahaan ini dalam posisi keuangan yang kuat untuk pertumbuhan di segmen industri mereka, bahkan, beberapa analis memprediksikan pertumbuhan dua digit. Origins Edward F. Bessey didirikan Oak Industri pada tahun 1932 sebagai produsen soket radio, lampu saklar dan dial, dan sekrup rakitan socket shell. Dua belas tahun kemudian, perusahaan telah menyelesaikan penawaran publik pertama saham, dan pada tahun 1967 saham perusahaan tercatat di New York Stock Exchange. Dalam abad pertama yang setengah operasi, Oak Industries telah menjadi pemain penting dalam tiga segmen industri: komunikasi, yang terdiri 41 persen dari penjualan, komponen...
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...Review of Marketing Research Review of Marketing Research VOLUME 1 Naresh K. Malhotra Editor M.E.Sharpe Armonk, New York London, England 4 AUTHOR Copyright © 2005 by M.E.Sharpe, Inc. All rights reserved. No part of this book may be reproduced in any form without written permission from the publisher, M.E. Sharpe, Inc., 80 Business Park Drive, Armonk, New York 10504. Library of Congress ISSN: 1548-6435 ISBN 0-7656-1304-2 (hardcover) Printed in the United States of America The paper used in this publication meets the minimum requirements of American National Standard for Information Sciences Permanence of Paper for Printed Library Materials, ANSI Z 39.48-1984. ~ MV (c) 10 9 8 7 6 5 4 3 2 1 CHAPTER TITLE 5 REVIEW OF MARKETING RESEARCH EDITOR: NARESH K. MALHOTRA, GEORGIA INSTITUTE OF TECHNOLOGY Editorial Board Rick P. Bagozzi, Rice University Ruth Bolton, Arizona State University George Day, University of Pennsylvania Morris B. Holbrook, Columbia University Michael Houston, University of Minnesota Shelby Hunt, Texas Tech University Dawn Iacobucci, Northwestern University Arun K. Jain, University at Buffalo, State University of New York Barbara Kahn, University of Pennsylvania Wagner Kamakura, Duke University Donald Lehmann, Columbia University Robert F. Lusch, University of Arizona Kent B. Monroe, University of Illinois, Urbana A. Parasuraman, University of Miami William Perreault, University of North Carolina Robert A. Peterson, University...
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...Reverse Logistics Case study comparison between an electronic and a fashion organization Master’s thesis within Logistics Author: Martin Creutz Fredrik Larsson Tutor: Jönköping Beverley Waugh May 2012 Master’s Thesis in Logistics Title: Author: Tutor: Date: Subject terms: Reverse Logistics Case study comparison between an electronic and a fashion organization Martin Creutz & Fredrik Larsson Beverley Waugh 2012-05-14 Reverse logistics, drivers and barriers, reverse flow, electronic industry, fashion industry Acknowledgements We would like to thank Lars Bergh and Robert Johansson from Elgiganten who have provided us with enormous support and guidance. Their insights are largely reflected continuously in our writings and serve as a solid foundation to this study. We would also like to thank our contact person at the fashion retailer. Special thanks to our supervisor Beverley Waugh. Your comments and opinions were greatly appreciated and taken into consideration. Abstract A large number of organizations that offer products today are experiencing returns; whether it is the return of a book from an online book store, the return of a television to the electronic retailer or a garment to a fashion retailer. How organizations handle product returns (reverse logistics) differs and also how much focuses each organization places on it, because after all; it is extremely difficult to actually make revenue on reverse logistics. Why spend time and money on it? This study focuses on comparing...
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