영문목차

Preface=viii

PART 1. THE HUMAN RESOURCE ENVIRONMENT=1

1. Managing Human Resources=2

Introduction=2

Human Resources and Company Performance=3

Responsibilities of Human Resource Departments=5

DID YOU KNOW? Size Matters for Human Resources=6

Analyzing and Designing Jobs=7

Recruiting and Hiring Employees=8

Training and Developing Employees=8

Managing Performance=9

Planning and Administering Pay and Benefits=9

BEST PRACTICES Cooking Up a Service Strategy at Pret a Manger=10

Maintaining Positive Employee Relations=11

Establishing and Administering Personnel Policies=11

Managing and Using Human Resource Data=11

Ensuring Compliance with Labor Laws=12

Supporting the Organization's Strategy=12

HR HOW TO Aligning HR with the Organization's Strategy=13

Skills of HRM Professionals=15

HR Responsibilities of Supervisors=16

Ethics in Human Resource Management=17

Employee Rights=17

HR OOPS! The Case of the Disappearing Potato Chips=18

Standards for Ethical Behavior=19

Careers in Human Resource Management=20

HRM SOCIAL SHRM's Social-Media Presence=21

Organization of This Book=22

Thinking Ethically : Are Smoking Breaks an Ethical HR Policy?=23

Summary=23

Key Terms=24

Review and Discussion Questions=25

Experiencing HR=25

Taking Responsibility : Heroes of the Taj Mahal Palace Hotel=25

Managing Talent : Are Employees Golden at Gilt Groupe?=26

Twitter Focus : Managing HR at a Services Firm=27

Notes=28

2. Trends in Human Resource Management=29

Introduction=29

Change in the Labor Force=30

An Aging Workforce=30

A Diverse Workforce=32

Skill Deficiencies of the Workforce=34

High-Performance Work Systems=35

Knowledge Workers=35

DID YOU KNOW? Top 10 Occupations for Job Growth=36

Employee Empowerment=37

HR HOW TO Empowering Employees to Innovate=38

Teamwork=39

Focus on Strategy=40

High Quality Standards=40

BEST PRACTICES Office Depot Learns to Put Customer Service First=42

Mergers and Acquisitions=43

Downsizing=43

Reengineering=44

Outsourcing=45

Expanding into Global Markets=45

HR OOPS! We Thought Everyone Liked Group Projects=46

Technological Change in HRM=47

Electronic Human Resource Management(e-HRM)=48

Sharing of Human Resource Information=49

HRM SOCIAL MillerCoors Uses Social Media to Support Diversity=50

Change in the Employment Relationship=51

A New Psychological Contract=51

Flexibility=52

Thinking Ethically : What Boundaries Should Employers Set for Social Media?=54

Summary=55

Key Terms=56

Review and Discussion Questions=57

Experiencing HR=57

Taking Responsibility : P&G's Purposeful Growth=57

Managing Talent : How HR Helps Newell Rubbermaid Navigate Change=58

Twitter Focus : Radio Flyer Rolls Forward=59

Notes=60

3. Providing Equal Employment Opportunity and a Safe Workplace=62

Introduction=62

Regulation of Human Resource Management=63

Equal Employment Opportunity=64

Constitutional Amendments=64

Legislation=66

Civil Rights Acts of 1866 and 1871=66

Equal Pay Act of 1963=66

Title VII of the Civil Rights Act of 1964=66

BEST PRACTICES Dealing with Dementia at LSI Corporation=71

Executive Orders=72

The Government's Role in Providing for Equal Employment Opportunity=73

Equal Employment Opportunity Commission(EEOC)=73

Office of Federal Contract Compliance Programs(OFCCP)=75

Businesses' Role in Providing for Equal Employment Opportunity=75

HR OOPS! Record-Breaking Discrimination Charges=76

Avoiding Discrimination=76

HR HOW TO Correcting Pay Inequity=79

Providing Reasonable Accommodation=80

Preventing Sexual Harassment=81

Valuing Diversity=82

Occupational Safety and Health Act(OSH Act)=83

General and Specific Duties=84

HRM SOCIAL What NIOSH Wants the Police to Watch on You Tube=86

Enforcement of the OSH Act=86

Employee Rights and Responsibilities=87

Impact of the OSH Act=88

Employer-Sponsored Safety and Health Programs=88

Identifying and Communicating Job Hazards=89

DID YOU KNOW? Top 10 Causes of Workplace Injuries=90

Reinforcing Safe Practices=91

Promoting Safety Internationally=91

Thinking Ethically : Is Discrimination against the Unemployed Ethical?=92

Summary=93

Key Terms=94

Review and Discussion Questions=94

Experiencing HR=95

Taking Responsibility : Keeping IHOP Workers Safe=95

Managing Talent : General Motors' Commitment to Diversity=96

Twitter Focus : Company Fails Fair-Employment Test=97

Notes=97

4. Analyzing Work and Designing Jobs=99

Introduction=99

Work Flow in Organizations=100

Work Flow Analysis=100

Work Flow Design and an Organization's Structure=101

BEST PRACTICES SeaMicro Designs Work to Stay Onshore=102

Job Analysis=103

Job Descriptions=103

Job Specifications=103

DID YOU KNOW? About One in Three High School Grads Hold Middle-Class Jobs=106

Sources of Job Information=106

Position Analysis Questionnaire=107

Fleishman Job Analysis System=108

Importance of Job Analysis=108

Competency Models=110

Trends in Job Analysis=111

Job Design=112

Designing Efficient Jobs=112

Designing Jobs That Motivate=113

HR OOPS! Jobs That Literally Make People Sick=115

HR HOW TO Job Flexibility Makes Work Motivational=118

Designing Ergonomic Jobs=119

Designing Jobs That Meet Mental Capabilities and Limitations=120

HRM SOCIAL Status Updates Help West Wing Writers Stay on the Same Page=121

Thinking Ethically : Should Employers Fret about Making Employees Happy?=122

Summary=122

Key Terms=123

Review and Discussion Questions=124

Experiencing HR=124

Taking Responsibility : Job Design for Drivers Keeps UPS on the Road to Energy Efficiency=125

Managing Talent : Why Employees Are Loyal to Bon Secours Health System=126

Twitter Focus : Inclusivity Defines BraunAbility's Products and Its Jobs=127

Notes=127

PART 2. ACQUIRING AND PREPARING HUMAN RESOURCES=129

5. Planning for and Recruiting Human Resources=130

Introduction=130

The Process of Human Resource Planning=131

Forecasting=131

Goal Setting and Strategic Planning=134

HR OOPS! Trimming More Than the Fat=137

HR HOW TO Using Temporary Employees and Contractors=140

Implementing and Evaluating the HR Plan=142

Applying HR Planning to Affirmative Action=142

Recruiting Human Resources=143

Personnel Policies=144

Recruitment Sources=145

Internal Sources=145

DID YOU KNOW? Four in Ten Positions Are Filled with Insiders=146

External Sources=146

HRM SOCIAL Social Networks Can Also Be Career Networks=149

Evaluating the Quality of a Source=152

Recruiter Traits and Behaviors=153

BEST PRACTICES How Teach for America Aces the Recruiting Project=154

Characteristics of the Recruiter=154

Behavior of the Recruiter=155

Enhancing the Recruiter's Impact=155

Thinking Ethically : Is SocialScore Mixing Business and Pleasure?=156

Summary=157

Key Terms=158

Review and Discussion Questions=158

Experiencing HR=159

Taking Responsibility : Can Chipotle Source Employees as Ethically as It Sources Food?=159

Managing Talent : Can Yahoo Still Attract Tech Workers?=160

Twitter Focus : For Personal Financial Advisors, a Small Staffing Plan with a Big Impact=161

Notes=162

6. Selecting Employees and Placing Them in Jobs=164

Introduction=164

Selection Process=165

BEST PRACTICES How Associated Bank Selects the Best, Even in Lean Times=167

Reliability=167

Validity=168

HR OOPS! Hiring Clones=169

Ability to Generalize=171

Practical Value=171

Legal Standards for Selection=171

Job Applications and Résumés=174

Application Forms=174

Résumés=174

References=176

HRM SOCIAL Will Linkedln Make the Résumé Obsolete?=177

Background Checks=177

Employment Tests and Work Samples=178

Physical Ability Tests=178

Cognitive Ability Tests=179

Job Performance Tests and Work Samples=180

Personality Inventories=180

Honesty Tests and Drug Tests=181

DID YOU KNOW? Drug Tests Are Becoming the Norm=182

Medical Examinations=183

Interviews=183

Interviewing Techniques=183

Advantages and Disadvantages of Interviewing=184

HR HOW TO Interviewing Effectively=185

Preparing to Interview=186

Selection Decisions=186

How Organizations Select Employees=186

Communicating the Decision=187

Thinking Ethically : Selecting Ethical Employees=188

Summary=188

Key Terms=190

Review and Discussion Questions=190

Experiencing HR=191

Taking Responsibility : Customer-First Values Shape Hiring Decisions at Zappos=191

Managing Talent : Cutting Hiring Red Tape at the Office of Personnel Management=192

Twitter Focus : Kinaxis Chooses Sales Reps with Personality=193

Notes=193

7. Training Employees=197

Introduction=197

Training Linked to Organizational Needs=198

BEST PRACTICES Training Is a Well-Oiled Machine for Jiffy Lube=199

Needs Assessment=200

Organization Analysis=200

Person Analysis=202

Task Analysis=202

Readiness for Training=203

Employee Readiness Characteristics=203

Work Environment=203

Planning the Training Program=204

Objectives of the Program=204

DID YOU KNOW? Many Companies Outsource Training Tasks=205

In-House or Contracted Out?=205

Choice of Training Methods=206

Training Methods=207

Classroom Instruction=207

Audiovisual Training=208

Computer-Based Training=208

HR HOW TO Developing Training Content for Mobile Devices=209

On-the-Job Training=210

Simulations=211

Business Games and Case Studies=212

Behavior Modeling=212

Experiential Programs=213

Team Training=214

Action Learning=215

Implementing the Training Program=215

Principles of Learning=215

Transfer of Training=217

HRM SOCIAL Social Learning=218

Measuring Results of Training=218

Evaluation Methods=219

Applying the Evaluation=220

Applications of Training=220

Orientation of New Employees=221

HR OOPS! A Revolving Door for Returning Vets=222

Diversity Training=222

Thinking Ethically : Can Employers Teach Ethics?=224

Summary=225

Key Terms=226

Review and Discussion Questions=227

Experiencing HR=228

Taking Responsibility : How Barnes-Jewish Hospital Trains Nurses to Cope=228

Managing Talent : SunTrust Takes Training to the Bank=229

Twitter Focus : How Nick's Pizza Delivers Training Results=230

Notes=230

PART 3. ASSESSING PERFORMANCE AND DEVELOPING EMPLOYEES=233

8. Managing Employees' Performance=234

Introduction=234

The Process of Performance Management=235

Purposes of Performance Management=236

HR OOPS! When the Rules Don't Fly=237

Criteria for Effective Performance Management=238

Methods for Measuring Performance=239

Making Comparisons=239

BEST PRACTICES How Connecticut Health Foundation Sets Effective Performance Standards=240

Rating Individuals=242

Measuring Results=248

Total Quality Management=249

Sources of Performance Information=250

Managers=250

DID YOU KNOW? Employees Want More Feedback=251

Peers=252

Subordinates=252

Self=252

HRM SOCIAL Crowdsourcing : The Future of Appraisals?=253

Customers=254

Errors in Performance Measurement=254

Types of Rating Errors=254

Ways to Reduce Errors=255

Political Behavior in Performance Appraisals=255

Giving Performance Feedback=256

Scheduling Performance Feedback=256

Preparing for a Feedback Session=257

Conducting the Feedback Session=257

HR HOW TO Discussing Employee Performance=258

Finding Solutions to Performance Problems=258

Legal and Ethical Issues in Performance Management=260

Legal Requirements for Performance Management=260

Electronic Monitoring and Employee Privacy=261

Thinking Ethically : Are Forced Rankings Fair?=261

Summary=262

Key Terms=264

Review and Discussion Questions=264

Experiencing HR=265

Taking Responsibility : Performance Measurement for Public School Teachers=265

Managing Talent : How Google Searches for Performance Measures=266

Twitter Focus : Appraisals Matter at Meadow Hills Veterinary Center=267

Notes=267

9. Developing Employees for Future Success=270

Introduction=270

Training, Development, and Career Management=271

Development and Training=271

Development for Careers=272

HR OOPS! Ignoring Middle Management=273

Approaches to Employee Development=273

Formal Education=273

Assessment=274

Job Experiences=279

BEST PRACTICES Leadership Development Gets Better at Brooks Rehabilitation=280

Interpersonal Relationships=283

HRM SOCIAL Change Anything : Can a Website Make You Great?=285

Systems for Career Management=286

Data Gathering=286

Feedback=288

Goal Setting=288

Action Planning and Follow-Up=289

Development-Related Challenges=289

The Glass Ceiling=289

DID YOU KNOW? Today's Directors Look a Lot Like Yesterday's Directors=291

Succession Planning=291

Dysfunctional Managers=293

HR HOW TO Identifying High-Potential Employees=294

Thinking Ethically : Who Gains from Employee Development?=294

Summary=295

Key Terms=297

Review and Discussion Questions=297

Experiencing HR=298

Taking Responsibility : Mentoring the Next Generation of Financial Planners=298

Managing Talent : How General Electric Develops the Best=299

Twitter Focus : Employee Sabbatical Benefits Others at Little Tokyo Service Center=300

Notes=300

10. Separating and Retaining Employees=304

Introduction=304

Managing Voluntary and Involuntary Turnover=305

HR OOPS! Embarrassed by an Executive Exodus=306

Employee Separation=307

Principles of Justice=307

Legal Requirements=308

Progressive Discipline=310

Alternative Dispute Resolution=312

HR HOW TO Responding to Employee Misconduct=313

Employee Assistance Programs=314

Outplacement Counseling=315

Employee Engagement=316

Job Withdrawal=316

Job Dissatisfaction=317

Behavior Change=319

Physical Job Withdrawal=320

HRM SOCIAL Staying Connected to Former Employees=321

Psychological Withdrawal=321

Job Satisfaction=322

Personal Dispositions=323

Tasks and Roles=323

DID YOU KNOW? Office Workers Appreciate Help Balancing Roles and Learning New Skills=325

Supervisors and Co-Workers=326

Pay and Benefits=326

BEST PRACTICES How NuStar Energy Keeps Employee Engagement Burning=327

Monitoring Job Satisfaction=327

Thinking Ethically : How Can Ethics Promote Job Satisfaction?=330

Summary=330

Key Terms=331

Review and Discussion Questions=332

Experiencing HR=332

Taking Responsibility : Stryker's Striking Commitment to Employee Engagement=333

Managing Talent : A Termination Controversy at Jet Propulsion Laboratory=334

Twitter Focus : Learning to Show Appreciation at Datotel=335

Notes=335

PART 4. COMPENSATING HUMAN RESOURCES=339

11. Establishing a Pay Structure=340

Introduction=340

Decisions about Pay=341

Legal Requirements for Pay=342

Equal Employment Opportunity=342

HA OOPS! Sued for Fixing Pay Rates=343

Minimum Wage=344

Overtime Pay=344

Child Labor=345

Prevailing Wages=346

Economic Influences on Pay=346

Product Markets=346

Labor Markets=347

Pay Level : Deciding What to Pay=347

DID YOU KNOW? Management, Professional, Technical Occupations Are the Highest Paid=348

Gathering Information about Market Pay=349

Employee Judgments about Pay Fairnesss=349

Judging Fairness=349

HR HOW TO Gathering Wage Data at the BLS Website 350

Communicating Fairness 351

BEST PRACTICES How Google Gets a Good Return on Payroll=352

Job Structure : Relative Value of Jobs=352

Pay Structure : Putting It All Together=354

Pay Rates=354

HRM SOCIAL Pay Me Less If You Must―Just Don't Cut Me Off from Twitter=355

Pay Grades=356

Pay Ranges=356

Pay Differentials=357

Alternatives to Job-Based Pay=358

Pay Structure and Actual Pay=359

Current Issues Involving Pay Structure=360

Pay during Military Duty=360

Pay for Executives=361

Thinking Ethically : How Does Compensation Fairness Affect Employees' Motivation?=362

Summary=363

Key Terms=364

Review and Discussion Questions=365

Experiencing HR=365

Taking Responsibility : Harris County Housing Authority's Unsustainable Pay=365

Managing Talent : Why Pay Is Growing Slowly at ProLawnPlus=366

Twitter Focus : Changing the Pay Level at Eight Crossings=367

Notes=367

12. Recognizing Employee Contributions with Pay=370

Introduction=370

Incentive Pay=371

HR HOW TO Aligning Incentive Programs with Company Strategy=372

Pay for Individual Performance=373

Piecework Rates=373

Standard Hour Plans=374

Merit Pay=375

HR OOPS! Where Merit Pay Has a Failing Grade=377

Performance Bonuses=377

DID YOU KNOW? Fewer Companies Awarding Spot Bonuses=378

Sales Commissions=379

Pay for Group Performance=379

Gainsharing=379

Group Bonuses and Team Awards=380

Pay for Organizational Performance=381

Profit Sharing=381

Stock Ownership=382

BEST PRACTICES Employee Ownership Promotes Efficiency at Rable Machine=385

Balanced Scorecard=385

Processes That Make Incentives Work=387

Participation in Decisions=387

Communication=388

Incentive Pay for Executives=388

HRM SOCIAL Broadcasting Bonuses=389

Performance Measures for Executives=389

Ethical Issues=390

Thinking Ethically : Can Incentives Promote Ethics?=391

Summary=391

Key Terms=393

Review and Discussion Questions=393

Experiencing HR=393

Taking Responsibility : Continuum Health Partners Link Pay to Costs, Quality of Care=394

Managing Talent : How Wal-Mart Is Setting Pay at the Top ... and Bottom=395

Twitter Focus : Employees Own Bob's Red Mill=396

Notes=396

13. Providing Employee Benefits=399

Introduction=399

The Role of Employee Benefits=400

Benefits Required by Law=401

Social Security=402

Unemployment Insurance=403

Workers' Compensation=404

Unpaid Family and Medical Leave=405

Health Care Benefits=405

HRM SOCIAL How Pearson Is Using Social Media to Get Employees Moving=406

Optional Benefits Program=407

Paid Leave=407

Group Insurance=409

BEST PRACTICES Reining In Rising Health Care Costs=412

Retirement Plans=413

HR OOPS! Out of Money to Pay Pension Obligations=415

"Family-Friendly" Benefits=417

DID YOU KNOW? Child Care Assistance Is Usually Cash Assistance=418

Other Benefits=419

Selecting Employee Benefits=420

The Organization's Objectives=420

Employees' Expectations and Values=421

Benefits' Costs=423

Legal Requirements for Employee Benefits=423

Tax Treatment of Benefits=424

Antidiscrimination Laws=424

Accounting Requirements=425

Communicating Benefits to Employees=425

HR HOW TO Using the Internet to Communicate Benefits=426

Thinking Ethically : The Ethics of Sick Leave=427

Summary=427

Key Terms=429

Review and Discussion Questions=429

Experiencing HR=430

Taking Responsibility : Are Phoenix Workers Overpaid?=430

Managing Talent : Airbus Benefits Aim for Topflight Performance=431

Twitter Focus : Babies Welcomed at T3=432

Notes=433

PART 5. MEETING OTHER HR GOALS=435

14. Collective Bargaining and Labor Relations=436

Introduction=436

Role of Unions and Labor Relations=437

National and International Unions=438

Local Unions=439

Trends in Union Membership=440

DID YOU KNOW? Sketch of a Union Worker=442

Unions in Government=442

Impact of Unions on Company Performance=443

Goals of Management, Labor Unions, and Society=444

Management Goals=444

Labor Union Goals=444

Societal Goals=445

Laws and Regulations Affecting Labor Relations=446

National Labor Relations Act(NLRA)=446

Laws Amending the NLRA=447

HR HOW TO Avoiding Unfair Labor Practices=448

National Labor Relations Board(NLRB)=449

Union Organizing=450

The Process of Organizing=450

HRM SOCIAL NLRB Protects Some Online Rants―But Not All=451

HR OOPS! The Case of the Misguided Supervisors=452

Management Strategies=453

Union Strategies=453

Decertifying a Union=455

Collective Bargaining=455

Bargaining over New Contracts=455

When Bargaining Breaks Down=457

BEST PRACTICES CIR Keeps Electricians and Contractors Humming=460

Contract Administration=460

Labor-Management Cooperation=463

Thinking Ethically : Is It Fair to Favor Unionized Facilities?=464

Summary=464

Key Terms=465

Review and Discussion Questions=466

Experiencing HR=466

Taking Responsibility : High-Flying Labor Relations at Southwest Airlines=467

Managing Talent : The SEIU Takes On the California Hospital Association=468

Twitter Focus : Republic Gets Serious=469

Notes=469

15. Managing Human Resources Globally=472

Introduction=472

HRM in a Global Environment=473

Employees in an International Workforce=474

Employers in the Global Marketplace=475

Factors Affecting HRM in International Markets=476

Culture=476

HRM SOCIAL Inviting Job Hunters to Virtual Career Fairs=477

Education and Skill Levels=479

BEST PRACTICES Developing Talent in India=480

Economic System=481

Political-Legal System=481

Human Resource Planning in a Global Economy=482

Selecting Employees in a Global Labor Market=483

Training and Developing a Global Workforce=484

Training Programs for an International Workforce=484

Cross-Cultural Preparation=485

Global Employee Development=486

Performance Management across National Boundaries=486

Compensating an International Workforce=487

Pay Structure=487

Incentive Pay=488

HR HOW TO Tailoring Benefits to an International Workforce=489

Employee Benefits=489

International Labor Relations=490

Managing Expatriates=491

Selecting Expatriate Managers=491

HR OOPS! How to Recruit a Public Outcry=492

Preparing Expatriates=492

Managing Expatriates' Performance=496

Compensating Expatriates=496

DID YOU KNOW? Priciest Cities Are Spread over Three Continents=498

Helping Expatriates Return Home=499

Thinking Ethically : Can Offshoring Be Done More Ethically?=500

Summary=501

Key Terms=502

Review and Discussion Questions=502

Experiencing HR=503

Taking Responsibility : BP Australasia's Sustainable Workforce=503

Managing Talent : Intel's Location Decisions=504

Twitter Focus : Is Translating a Global Business?=505

Notes=505

16. Creating and Maintaining High-Performance Organizations=508

Introduction=508

High-Performance Work Systems=509

Elements of a High-Performance Work System=509

Outcomes of a High-Performance Work System=511

Conditions That Contribute to High Performance=512

Teamwork and Empowerment=512

Knowledge Sharing=513

BEST PRACTICES How Farmers Insurance Promotes Learning=514

Job Satisfaction and Employee Engagement=515

DID YOU KNOW? Appreciation Drives Effort=516

Ethics=516

HRM's Contribution to High Performance=517

Job Design=517

Recruitment and Selection=518

Training and Development=518

HR HOW TO Supporting Line Management=519

Performance Management=519

Compensation=521

HRM Technology=522

HR OOPS! Paying More, Getting Less=523

HRM SOCIAL Communicating with Employees via Social Media=525

Effectiveness of Human Resource Management=527

Human Resource Management Audits=527

Analyzing the Effect of HRM Programs=529

Thinking Ethically : How Can HRM Help Maintain an Ethical Culture?=530

Summary=530

Key Terms=531

Review and Discussion Questions=531

Experiencing HR=532

Taking Responsibility : Aon Hewitt Wants to Help Employers Manage Health Benefits=532

Managing Talent : How Mohawk Industries' HR Practices Empower Employees=533

Twitter Focus : Employees Make a Difference at Amy's Ice Creams=534

Notes=534

Glossary=537

Photo Credits=547

Name and Company Index=548

Subject Index=562