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Definition
we have a basic need to understand and explain the causes of other people's behavior
We need to know why people do what they do
General reasons to explain behavior:
Internal Attribution-voluntary or under their control
External Attribution-involuntary or beyond their control |
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Definition
| (workers) the tendency for people to perceive themselves as personally and situationally similar to someone who is having difficulty or trouble. (use external attributions) |
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| fundamental attribution error |
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Definition
| (managers) the tendency to ignore external causes of behavior and to attribute other people's actions to internal causes |
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Definition
| the tendency to overestimate our value by attributing successes to ourselves (internal causes) and attributing failures to others or the environment (external causes) |
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Term
| informal communication channels |
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Definition
transmitting messages from employee to employee outside the formal communication channels
"The Grapevine"
75-95% accurate, Highly Accurate, information is timely, senders seek feedback, accuracy can be verified |
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Definition
| communicating with someone for the direct purpose of improving the person's on the job performance or behavior |
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| communicating with someone about non job related issues that may be affecting or interfering with a persons performance. |
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Definition
any communication that doesn't involve words. 93% of any message is transmitted nonverbally, with 55% coming from body language and facial expressions and 38% coming from tone and pitch of voice.
1) Kinesics-movement of the body and face (eye contact, hand gestures, crossing legs)
2) Paralanguage- the pitch, tone, rate, volume, and speaking pattern of a persons voice (silences, pauses, or hesitations). When people are unsure what to say, they tend to speak softly, When people are nervous they tend to speak faster and louder. |
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Definition
When employees believe that telling management about problems won't make a difference or that they'll be punished or hurt in some way for sharing such information
Company Hotlines, Survey Feedback, Informal Meetings, Surprise Visits, Blogs |
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Term
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Definition
Bureaucratic Control-Top-down control,Use rewards and punishment to influence employee behaviors,Use policies and rules to control employees,Often inefficient and highly resistant to change
Objective Control-Use of observable measures of worker behavior or outputs to assess performance and influence behavior
1.BehavoirRegulation of the behaviors and actions that workers perform on the job
2.Outputs-Regulation of workers’ results or outputs through rewards and
incentives
Normative Control-careful selection of employees
observing experienced employees & listening to stories they tell about the company |
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Term
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Definition
Monitoring customer defections:
identify which customers are leaving the company
measuring the rate at which they are leaving
Obtaining a new customer costs ten times as much as keeping a current one
Customers who have left are likely to tell you what you are doing wrong
Understanding why a customer leaves can help fix problems and make changes |
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Term
| 3 strategies for waste prevention and reduction |
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Definition
Good housekeeping – regularly scheduled preventive maintenance for offices, plants, and equipment
Material/product substitution – replacing toxic or hazardous materials with less harmful materials
Process modification – changing steps or procedures to eliminate or reduce waste |
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Term
| 4 levels of waste minimization |
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Definition
Waste Prevention & Reduction
Recycle & Reuse
Waste Treatment
Waste Disposal |
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Definition
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Term
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Definition
useful data that influences choices and behaviors
Characteristics-Accurate, Reliable, Valid, Complete, Sufficent, Relevant, Timely, Available
Cost
Acquisition Cost - cost of obtaining data that you don’t have
Processing Cost - cost of turning raw data into usable information
Storage Cost - cost of physically or electronically archiving information for later use and retrieval
Retrieval Cost - cost of accessing already stored and processed information
Communication Costs - cost of transmitting information from one place to another |
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Term
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Definition
process of ensuring that data are reliably and consistently retrievable in a usable format for authorized users, but no one else
Authentication
Authorization
Two-factor authentication (biometrics)
Firewalls
Antivirus software
Data encryption
Virtual private networks
Secure Sockets Layer (SSL) encryption |
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Definition
| Understanding that one gains from information |
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Term
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Definition
Affinity Patterns-Two or more database elements occur together significantly
Sequence Patterns- one of the elements preceds the other
Predictive Patterns-Helps identify database elements that are different
Data Clusters-
Three or more database elements occur together |
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Term
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Definition
Measure of performance that indicates how many inputs it takes to produce or create an output
Productivity = Outputs/Inputs |
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Term
| Why productivity matters? |
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Definition
Higher Productivity=Lower Cost=Lower Prices=Higher Martket Share=Higher Profits=Higher Standard of Living
Increased wages and new jobs
More donations to charities
More affordable and better products |
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Definition
how much of a particular kind of input it takes to produce an output
Outputs/Single Kind of Output |
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Definition
how much labor, capital, materials, and energy it takes to produce an output
Outputs/(Labor+Capital+Materials+Energy) |
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Term
| quality related product characteristics |
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Definition
Breakdown – occurs when a product quits working or doesn’t do what it was designed to do
Reliability-average time between breakdowns
Product failure – products can’t be repaired
Durability-mean time to failure
Servicablilty-how easy or difficult it is to fix a product |
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Term
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Definition
Reliablity-ability to consistently perform a service well
Tangibles-appearance of the offices, equipment, and personnel involved with the delivery of a service
Responsiveness-promptness and willingness with which service providers give good service
Assurance-The confidence that service providers are knowledgeable, courteous, and can be trusted
Empathy-Extent to which service providers give individual attention and care to customers’ concerns and problems |
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Term
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Definition
Given to U.S. companies to recognize achievement in quality and business performance
Raises awareness about the importance of quality and performance excellence as a competitive edge
Indicates the extent to which companies have actually achieved world-class quality
Leadership
Strategic Planning
Customer Focus
Measurement, Analysis, & Knowledge Management
Workforce Focus
Process Management
Results (account for 450pts) |
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Term
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Definition
Average business keeps only 70-90% of existing customers each year
New customers typically buy only 20% as much as established customers
Business could double their profits by simply keeping 5% more customers
each year |
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Term
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Definition
Amount of Prossesing-
Make-to-order operations (more processing)
manufacturing doesn’t begin until an order is placed
Assemble-to-order operations
used to create semi-customized products
order parts and assemble modules ahead of customer orders
Make-to-stock operations (less processing)
manufacture standardized products
Starts ordering parts and assembling finished products before receiving customer orders
degree to which manufacturing operations can easily and quickly Flexibility-change the number, kind, and characteristics of products they produce
Continous Flow Production-Produces products continuously, like oil drilling
Line Flow Production-Uses predetermined, linear steps, like beverage bottling
Batch Production-Produces specific quantities of different items, like a bakery or commissary
Job Shops- Handles small, specialty batches |
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Term
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Definition
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Term
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Definition
Average Aggregate Inventory-the average overall inventory for a certain time period
Weeks of Supply-the number of weeks it would take for a company to run out of current inventory
Stockout – running out of inventory
Inventory Turnover-the number of times a year that a company sells or turns over its average inventory |
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Definition
| cost of (1) downtime and (2) lost efficiency when a machine is changed to produce different kinds of inventory |
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Term
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Definition
cost when a company runs out of a product
2 kinds: transaction costs & the loss of
customers’ goodwill |
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