1. Organizational Success and HR Management Effectiveness

2. Model of Individual/ Organizational Performance Individual Characteristics Personality Demographics Motivation Job Design Individual Teams Characteristics of the Job Job Elements Responsibility Job Satisfaction/ Dissatisfaction Organizational Commitment Productivity Quality Service I. The Psychological Contract A. Traditional Psychological Contract B. Transforming the Psychological Contract

3. II. Individuals and Jobs A. Consequences of Job Design Can influence job performance Can affect job satisfaction Can influence a worker’s physical and mental health B. Alternative Work Schedules and Arrangements 1. Flextime 2. Compressed Workweeks 3. Working at home and Telecommuting C. Jobs and Teams 1. Special-Purpose Teams and Quality Circles 2. Production Cells 3. Self-Directed Work Teams 4. HR Activities and Teams Match teams with the organizational culture Train individuals to be on teams Make compensation team-based

4. D. Turnover 1. Measurement of Turnover Number of Employee Separations During the Month x 100 Total Number of Employees at midmonth 2. Control of Turnover III. Job Satisfaction and Organizational Commitment A. Job Satisfaction B. Organizational Commitment Affective commitment Continuance commitment Normative commitment C. Absenteeism 1. Measurement of Absenteeism 2. Control of Absenteeism Disciplinary approach Positive reinforcement Combination approach

5. IV. Organizational Productivity, Quality and Service A. Productivity 1. Global Competitiveness and Productivity 2. Organizations and Productivity 3. Individual Productivity B. Quality C. Total Quality Management (TQM) Dimensions of Customer Service and Relative Importance of Each Dimension D. Service 1. Dimensions of Service Reliability Responsiveness Assurance Empathy Tangibles 2. HR’s Role in Service