Term
| Lack of motivation and low productivity increase with... |
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Definition
1) rewards
2) distrust of management
3) workers desire for control
4) lack of job involvement
5) unrealistic expectations |
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Term
| Motivated workers are produced... |
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Definition
1) experience meaningfulness
2) experience responsibility
3) knowledge of results |
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Term
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Definition
| physio -> security -> belongingness and love -> esteem -> self actualization |
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Term
| Hierarchy of needs: corp ex |
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Definition
| good base pay -> long term employment -> "Fam" -> recognition of merits -> challenging tasks |
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Term
| Herzberg's two factor theory |
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Definition
1) "satisfiers" ("motivators"): Job content; directly realted to job itself -> responsibility, achievement, recog/advancement
2)"dissatisfiers" ("Hygiene factors"): related to a person's work setting -> policies and procedures, relationship, working conditions; need actual job satisfaction as well to produce meaningful workers |
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Term
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Definition
| "the avg human being has an inherent dislike of work and will avoid it if he can...he must be...threatened with punishment to get him to work...he prefers to be directed...wants securty above all |
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Term
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Definition
| "the avg human being does not inherently dislike work...it may be a source of satisfaction...man will exercise self-direction...to which he is committed...the most significant reward is the satisfaction of self-actualization" |
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Term
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Definition
Expectancy: probility of succes (from own perception, on a scale from 0 to 1 (0 = no probability)
Valence: value of rewards (+1,-1)
Expectancy x Value = Motivation |
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Term
| decision making: conventional model |
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Definition
-> identify prob -> develop criteria for soln -> generate alternative(s) -> DECIDE -> implement -> evaluate
ex: changing a menu |
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Term
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Definition
-much more common in today's business place
-carried out by:
1) lack of responses
2) authority rule
3) minority
4) majority
5) consensus
6) unanimity |
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Term
| "Intended Rational Model" for decision making |
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Definition
-diagnosis: limited info
-forecast: limited options
-choice: adequate, workable |
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Term
| "Political Model" of decision making |
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Definition
-diagnosis: group interest
-forecast: acceptance/resistance of groups
-choice: compromise |
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Term
| US vs. Japanese model of change |
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Definition
US (better for emergency): fast, often neglected -> fast, top down -> slow, forced
Japan (best in most operational cases): slow -> slow, consensus -> fast, accepted |
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Term
| To improve decision-making |
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Definition
1. no criticism
2. be creative
3. know ur limitations/resources
4. simplify/prioritize the prob
5. group dynamics, role rotation
6. change env
7. effective communication
8. seek out dissent |
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Term
| (Automatic) "Implied Warranty" |
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Definition
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Term
| "Breach of warranty" theory |
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Definition
| no need for a customer to prove negligence or intentional misconduct (ex: a cup of hot coffee at McDonald's) |
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Term
| "Reasonable" expectation test |
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Definition
| -bone chips in chicken salad? |
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Term
| Dr. Edwards Deming on "Quality" |
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Definition
-taught "quality management" to post-war Japan
- "Mass-inspection is not necessary in good production system"
-"quality has to be built into the system, at every step of the way, not just inspected for at the end" |
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Term
| "Quality" is, according to Deming |
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Definition
1) user-driven
2) not technology or features
3) not a backup
4) has uniformity
5) not always quantified
6) comes from cooperation
7) key is knowledge: training always pays |
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Term
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Definition
Act on changes
Plan: design and redesign
Do: trial run
Check: evaluate |
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Term
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Definition
| Findings: worker dissatisfaction and less opportunity/control leads to increased dysfunctional behaviors, sick leaves, absenteeism, late... |
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Term
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Definition
building motivating factors into the job content by focusing on workers
-autonomy
-responsibility |
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Term
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Definition
- multipurpose employee
- build empathy
"...is tougher than I thought"
"...understood how everything comes
together; I can do my job better" |
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Term
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Definition
1. clear
2. complete
3. concise
4. concrete
5. correct |
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