Tony Hsieh

A major goal of Zappos is to treat its employees and customers with Integrity, Honesty and Commitment

Hsieh encourages employees to connect with the customers and employees are to known to give free shipping both ways, send coupons, flowers, thank you notes, and even find a pizza place that delivers 24 hours, longest recorded phone call lasted 6 hours just to connect with the customers and make them happy.

Customers are spoiled when calling Zappos with given Wow! experience

Ideal work atmosphere begins with intelligence, passion, a strong work ethic, a team orientation, and a genuine concern for people

5000 b.c.

Egyptians, Chinese, Greeks, and Romans all were noted for their management in building the pyramids, operating trading companies, planning military maneuvers and controlling a geographically dispersed empire

Around the time of the Civil War, a new industrial era began in the United States, large industries employs hundred of thousands of workers an attempts to better plan, organize, lead, and control the work of the employees made managers write about the ideas and managerial problems in their journals

Father of Management Frederick Taylor

"A Body of literature that emerged during the period 1890-1930 that reports the ideas and theories of engineers concerned with such problems as job definition, incentive systems, and selection and training" (Taken from an unknown book chapter one Effective Managers Understand Organizational Behavior).

The father of Management Frederick W. Taylor expressed his philosophy of Scientific Management in his paper titled "The Engineer as an Economist". He stated in the paper the principles of management

• Develop a science for each element of an employee's work, which replaces the old rule-of-thumb method

• Scientifically select and then train, teach, and develop the worker, whereas in the past a worker chose the work to do and was self-trained

• Heartily cooperate with each other to ensure that all work was done in accordance with the principles of science.

• Strive for an almost equal division of work and responsibility between management and non managers.

Henry Fayol

The five pillars of Management (POCCC)?

1. Planning

2. Organizing

3. Commanding

4. Coordinating

5. controlling

Organizational Behavior, Drawing on psychology, sociology, political science, and cultural anthropology, OB is the study of the impact that individuals, groups, and organizational structure and processes have on behavior within organizations (Taken from an unknown book chapter one Effective Managers Understand Organizational Behavior)

We study OB to have an understanding of the questions:

• Why do employees behave as they do in an organizations?

• Why are they more productive than others?

• why managers seek a more effective ways to delegate and design jobs?

• why some organizations are more innovative than others?

Top concerns of the managers is to understand the behaviors of the people in an organization and these are:

1. Productivity

2. Teamwork

3. Work-life balance

4. Job Stress

5. Career Progression

Organizational Behavior is a

1. Way of Thinking

   • how it is viewed by the individuals in different group and organizational levels

2. Multidisciplinary

   • utilizing principles, models, theories, and methods from other discipline

3. Distinctly Humanistic Orientation within OB

   • Peolple attitudes, perceptions, learning capacity, feelings and goals

4. Performance Oriented

   • if performance level is low should we enhance it?, how to enhance efficiency and effectiveness?, does training improve performance

5. Variables and relationship

   • sets of principle and guidelines are used to assess OB

6. Application Oriented

   • concerned with providing answers to questions

Tools that are used to perform effectively in a fast changing world

1. Social Responsibility

2. Cultural Diversity

3. Ethics

4. Global Competitiveness

5. Social Networking,

6. re engineering

Challenges that they encounter

1. Trends that are ever changing

2. Consumers expect organization to be responsive to their needs

3. Prompt service and delivery

4. Top Quality goods or Services at the best price as possible

Taylor Hawthorne

Focused on maximizing workers output, however Taylor management style did not address the employees needs and relationship.

his study may be effective during the recession were the employees was afraid to lose their job and was competing to keep it.

A theory stating that an organization is a managed system that changes inputs into outputs

Goods and Services that organizations uses to create products or services

Examples:

• Raw Materials

• Human Resources

• Energy

Created products and services from inputs

Examples:

• smartphones

• food

• social networking sites

High performance and Effective organizations engage in the following practices

1. Provides training, development, and continuous learning

2. Share information often with employees

3. Encourage cooperation across teams, departments, and the organizations

4. Link compensation to performance

5. Avoid layoffs

6. Role model positive behaviors and attitudes

7. Respect differences across employees

8. Listen to employees and other stakeholders concern and Ideas

These indicators are measurements of:

1. Productivity

2. Efficiency

3. Accidents

4. Turnover

5. Absenteeism

6. Quality

7. Rate of Return

8. Morale

9. Engagement

10. Employees Satisfaction

1. Quality

   • Providing Top Quality Control

2. Productivity

   • measures of productivity, regarding to profits, sales, services.

3. Efficiency

   • Measures of Efficiency, rate of return on capital or assets, unit costs, scrap and waste, downtime, occupancy rates, and cost per patient, student, or client.

4. Satisfaction

   • measures of Satisfaction, employees attitudes, turnover, absenteeism, tardiness, and grievances.

5. Adaptiveness

   • ability to sense changes in the environment or within the organization.

6. Development

   • Investment within the organization (Upgrade, Training, etc.)

     1. Management/Supervisory training

     2. Onboarding (process of socializing new employees into organization)

     3. Customer service training

     4. Interpersonal skills (communication and teamwork)

     5. IT/systems training

     6. Sales training

     7. Mandatory/compliance training

     8. Professional/industry-specific training

     9. Executive development

     10. Desktop application training

1. Power of human resources

   • The ability to get things done in the way the organization wants them to be done

2. Globalism

   • The inter dependency of transportation, distribution, communication, and economic networks across international borders

3. Diversity

   • Refers to those attributes that make people different from one another

4. Speed of Change

   • Rapid change is found in many areas of business, including technology, demographics, globalism, and new products and services

5. Psychological contract

   • An unwritten agreement between an employee and the organization that specifies what each expects to give to and receive from other

6. Technology

   • Refers to actions, physical and mental, that an individual performs upon some object, person, or problem to change it in some way

1. Individual Differences

2. Individual Motivation

3. Rewards

Bonus

1. Misbehavior

   • could lead to damage in the long run

2. Stress

   • literal stress that could damage the employees physical or psychological performance

1. True or False: Eighteen of the top 25 largest (in market value) global companies are from the United States?

   • False

2. The first comprehensive general theory of management applied to organization was offered by?

   • Henri Fayol

3. An American icon who emphasized the importance of quality production and products was?

   • W. Edwards Deming

4. the most publicized study if organizations is called the?

   • Hawthorne Studies

5. Organizational behavior as a field is considered to be?

   • Multidisciplinary

6. Deming and Juran are considered world-class experts on?

   • Quality

7. Psychology has made a major contribution to organizational behavior, especially at what level of analysis?

   • Individual

8. Most would agree that the most important long-run criterion of effectiveness is?

   • Survival

9. The field of organizational behavior considers? to be crucial for conducting research

   • Scientific Method

10. Who was credited with introducing the concept of scientific management

    • Frederic W. Taylor

The sum total of beliefs, rituals, rules, customs, artifacts, and institutions that characterize the population of a nation.

The guidelines and beliefs that a person uses when confronted with a situation in which a choice must be made.

1. Power Distance

2. Uncertainty Avoidance

3. Individualism

4. Masculinity

1. Unequal distribution of power in an organization

2. Negatively judging another culture

1. Southwest Airline

2. Pitch in to help with the employees