behaviors that make a POSITIVE contribution to the organization

-personality/attitude

-the culture

behaviors that detract from organizational performance

-absenteeism

-turnover

-harassment

-violence

What is the big 5 model of personality?

OCEAN TEST

Openess: a persons rigidity of beliefs and range of interests

Conscientiousness:tendency to aim for achievement

Extraversion:comfort level with relationships, outgoing

Agreeableness:ability to get along with others

Negative emotionality:the extent to which a person is calm,secure,poised, resilient

1. LOW agreeableness, doesnt get along with other people well
2. High conscientiousness-aims for high achievement
3. HIGH negative emotionality-tends to NOT be calm or resilient, secure
4. MEDIUM extraversion-sort of outgoing, sort of keeps to himself
5. LOW openess: doesnt have a wide range of beliefs/interets

the OVERALL set of expectations held by an individual with respect to what he or she will provide to the organization and what the org. will provide in return

-This summer I am going to give all my EFFORT, ABILITY, and LOYALTY to Omnicom. In return I expect PAY, JOB SECURITY, and BENEFITS. 

-personality trait

-the extent to which people believe that their behavior has a real effect on what happens to them. 

1. Internal LOC: I believe I am in Control of MY life
2. External LOC: I believe that external forces (God) dictate what happens to me.

-personality trait

-the belief about my capabilities to perform a task

1. HIGH self efficacy-means that I think that I can perform well
2. LOW self-efficacy-means that I dont think I can/I will perform badly

(EQ)

-personality trait

-extent to which people are self-aware, can manage their emotions, express empathy, posses social skills

-people with HIGH Eqs perform better on jobs that require interaction such as sales jobs

-EQ CAN BE DEVELOPED!! Not born with high EQ

-personality trait

-either optimistic or pessimistic

1. Positive Affectivity: upbeat and optimistic
2. Negative Affect: downbeat and pessimistic, bad mood

• usually EVERYONE falls somewhere in the MIDDLE

1. Affective: How we feel
2. Cognitive: why we feel that way
3. Intentional:what we intend to do about the situation or in that situation

Attitudes are BELIEFS/FEELINGS

An attitude that reflects the extent to which an individual is gratified or fulfilled by his or her work.

**If an employee is satified with their job than they will be absent from work less often, make positive contributions, and stay at that company longer.

**opposite for job dissatisfaction

**However, just because you are satisfied with your job doesnt mean HIGH job performance.

an attitude that reflects an individual's identification with an attachment to an organization

**stregthens with age, years with the company, job security, and increased participation in decision making

**Perception is the way that we become aware of and interpret information.

1. Attribution: when we observe behavior and attribute a cause to it
2. Selective Perception: the process of screening out information that we are uncomfortable with or contradicts our beliefs
3. Stereotyping: the process of categorizing or labeling people on the basis of a single attribute (race/gender)
4. Halo Effect: forming an impression of an individual based on a single trait. I think that the interns at CBS arent that cute and therefore will peform badly but they have alot of experience and can perform well.

1. stage 1: Alarm-> Panic. wondering how to cope, feeling the physical response, worrying instead of doing something about it, feeling helplessness
2. stage 2: resisitance. now working to resist the effects of the stressor (starting to study) Steve Jobs calls this the reality distortion field.
3. stage 3: Exhaustion. prolonged exposure to the stress causes the individual to give up. just cant do it.

1. Role Demands: Role ambiguity/Role conflict
2. Task Demands: decision making issues,information problems
3. Physical Demands: environment of the workplace issues, threats to health
4. Interpersonal Demands: leadership styles, group pressures, conflicting personalities

Type A: competitve, agressive, impatient,devoted to work

Type B: less likely to experience personal stress, more laid back, opposite of type A

1. Functional Groups: a PERMANENT group created to accomplish a number of organizational purposes within an INDEFINITE time horizon
2. INFORMAL or INTEREST GROUP: a group created by its own members for purposes that MAY OR MAY NOT be relevant to organizational goals
3. TASK GROUP: a group created by the organization to accomplish a relatively narrow range of purposes within a STATED TIME HORIZON

1. FORMING: get oriented with the job/acquainted with one another
2. STORMING: emergence of individual personalities, roles, conflicts. suggest ideas, voice disagreements
3. NORMING: conflicts are dissolved, relationships develop. leaders identify team goals and values
4. PERFORMING: members concentrate on solving problems and completing tasks.

**standards of behavior that a group accepts and expects of its members.

-must define what is acceptable and unacceptable boundary lines

For example, at whiskey bent if you are a new bartender you have to prove yourself. you cant just get the main spot and you have to do the grunt work. since i was senior bartender I got to come in 15 min late to work if i wanted to and i got to pick the shifts that i wanted. Norms.

1. Increase social facilitation and decrease social inhibition
2. increase constructive conflict, and decrease destructive conflict
3. decrease social loafing(not working as hard as others in the group aka mark4000)  and deindividuation (losing sense of self awareness).

1. Motivation: the desire to do the job
2. Ability: The capability to do the job
3. Work Environment: The resources to do the job

1. Physiological: food, base salary
2. Security: needs for a safe physical and emotional environment, stability, pension plan
3. belongingness: needs for love and affection, friendships, friends at work
4. esteem: positive self image/respect from others, status, job title
5. self-actualization: reaching ones potential, achievement, challenging job.

-an individuals satisfaction and dissatisfaction is influence by two independent sets of factors.

-Motivation and Hygiene fators.

What are the Motivation Factors?

Hygiene Factors?

-work content-

-scale of satisfaction to NO satisfaction-

• achievement
• responsiblity
• the work itself
• recognition
• advancement and growth

Hygiene Factors

-work environment-

scale of dissatisfaction to NO dissatisfaction

• supervisors
• working conditions
• interpersonal relations
• pay and security
• company policy and administration

1. Content: focus on the needs and deficiencies of individuals. what factors in the workplace motivate people?
2. Process: focus on why people choose certain behavioral options to satisfy their needs and how they evaluate their satisfaction after they have attained their goals.
3. Reinforcement: focuses on the role of awards as they cause behavior to change or remain the same over time.

states that motivation depends on how much we want something and how likely we are to get it.

Valence: is an idea of how much we value a particular outcome.  + valences have attractive outcomes. example: I value making a lot of money at work in a night so it motivates me to work really hard to get it.

-people are motivated to seek social equity in their rewards they recieve for performance.

-equity is an individuals belief that the treatment he or she receives should be FAIR!!

outputs self/inputs of self = outputs others/inputs of other

example: working at the bar, i expect to recieve a fair tip out for the effort that i put in to my sales!

1. Positive: strengthens behavior with rewards or positive outcomes. ex: giving them praise/bonus
2. Avoidance: strengthens behavior by avoiding unpleasant consequences that would result if the behavior is not performed. ex: telling them you are watching them closely 
3. Punishment: ex: firing, scolding the employee.
4. Extinction: weakens undesired behavior by simply ignoring or not reinforcing that behavior

1. Fixed Interval: reinforcement applied at fixed time intervals regardless of behavior
2. variable interval: reinforcement applied at variable time intervals
3. Fixed ratio: reinforcement applied after a fixed # of behaviors, regardless of time
4. variable ratio: reinforcement applied after a variable # of behaviors, regardless of time.

1. monetary

• Piece-rate
• Sales Commission

1. non-monetary

• days off, paid vacation

1. base salary
2. bonuses
3. stock options

• current stock price above predetermined price is a good thing!

1. Services: Invest in people and acquisitions
2. Technology: Invest in research and development
3. Core: reinvest in productivity and quality.

Order winners

Order Qualifies

winners: what differientiates one product from another. why we choose to buy the product we do over another

qualifiers: criteri that permit the firms products and services to be considered as candidates for purchase.

Forecasting

**process of predicting a future event

• economic forecasts
• technological forecasts
• demand forecasts

Design: the consumers view based on realibility of the product, asethetics, serviceability

Conformance: does this product meet up to the service design specifications? producers view

prevention: design reviews, supplier evaluations, training

appraisal: inspections, realibility testing

International standards organization

9000 : documents that an organization has a quality process in place

14000: documents environmental processes.

minimizing types of waste in all activities 

ex: in transportation, inventory, movement, human error

leads to higher productivity

process improvement program 

DMAIC

Define, Measure, Analyze, Improve, Control

producing an input internally instead of purchasing from an outside supplier

ex: buy the supplier

1. Commodity inputs: low value, meet minimum quality levels. Goal -> acceptable quality and minimium cost. cheapest bidder
2. Strategic inputs: HIGH Value. long term relationship with few suppliers. ex: Apple

outsourcing from overseas

ex :Walmart --> 85% of its merchandise is made abroad.

10-13% of chinas exports go to walmart.

want an identifiable trail from raw material to customer

need to try to reduce variability in demand which makes it easier to plan inventory and keep costs down. 

integrated relationship between the retailer, wholesaler, and manufacturer help counteract the bullwhip effect. 

1. Make to Stock: standardized products, meet customer demands quickly
2. Make to Order: customized products, more expensive, low inventory
3. Configure to order: many variations of finished product, simplified planning
4. Engineer to Order: complex products, enable response to specific customer requirements.

Push: inventory is pushed into the system and always readily available

PUll: inventory is pulled into the system based on customer orders. lower inventory

*best to have to an integrated push pull strategy

80% of GNP

90% of new jobs

viewpoint that all elements of the organization should exist to serve customers.

Service companies are more customer centric than manufacturing companies.

front office: requires customer presence

back office: doesnt require customer presence. ex: warehouse vs sales floor

a survey developed for assessing quality along five service dimensions.

Two parts: customer expectations and customer perceptions.

5 quality dimensions:

1. tangibles: facility, equipment,people present
2. reliability: ability to perform promised service
3. responsiveness: prompt service
4. assurance: knowledge and courtesy
5. empathy: caring attention