Chapter 2

Learning from the History of Management Thought

MGT 301MGT 301

Learning from the History ofManagement Thought

Learning Goals

1. Describe the three branches of the traditional viewpoint of management:

2. Explain the behavioral viewpoint’s contribution to management

Bureaucratic, Scientific, andAdministrative

Learning Goals (cont’d)

3. Describe how managers can use systems and quantitative techniques to improve employee performance

4. State the two major components of thecontingency viewpoint

5. Explain the impact of the need for quality on management practices

Goals:Efficiency

Consistency

Administrative Management

Bureaucratic Management

ScientificManagement

Traditional ViewpointTraditional Viewpoint

Behavioral ViewpointBehavioral Viewpoint

Systems ViewpointSystems Viewpoint

Contingency ViewpointContingency Viewpoint

Quality ViewpointQuality Viewpoint

18901890 19001900 19101910 19201920 19301930 19401940 19501950 19601960 19701970 19801980 19901990 20002000

Bureaucratic Management

Max Weber

Bureaucratic Management

Use of rules, hierarchy, a clear division of labor, and detailed procedures to guide employees’ behaviors Seven characteristics

Rules—formal guidelines for the behavior of employees on the job

Impersonality—employees are evaluated according to rules and objective data

Division of Labor—splitting work into specialized positions

Caliper Technologies CorporationCaliper Technologies Corporation(adapted from Figure 2.2)(adapted from Figure 2.2)

CEO

Director ofQualityControl

ChiefFinancialOfficer

VP ofOperations

VP ofSales &

Marketing

VP ofResearch

VP ofProduct

Development

VP ofCorporate

Development

PlantManager

USA

Controller

PlantManagerGermany

Manager ofChemical

Engineering

Manager ofChip

Manufacturing

Manager ofEngineering& Software

Directorof

Manufacturing

Directorof

Manufacturing

Employees Employees

Hierarchical Structure—ranks jobs according to the amount of authority in each job

Authority—who has the right to make decisions of varying importance at different organizational levels

Traditional authorityCharismatic authorityRational, legal authority

Lifelong Career Commitment—both the employee and the organization view themselves committed to each other over the working life of the employee

Rationality—the use of the most efficient means available to accomplish a goal

“Each job has a policy manual detailing the rules that a person needs to follow to ensure efficiency. Drivers are told to walk to a customer’s door at a brisk pace of 3 feet per second, carrying the package in the right hand and clipboard in the left. They should knock on the door so as not to lose valuable seconds searching for a doorbell.”

Michael EskewChairman and CEO, UPS

Snapshot

LOW MIDRANGE HIGH

DreamWorks Sony IRS

R&D Thinktank 7-11 McDonalds

MP3 PepsiCo State MotorVehicle

Registration

Bureaucratic Continuum

Potential Benefits of Bureaucracy Efficiency Consistency Functions best when routine tasks are performed Performance based on objective criteria Most effective when

Large amounts of standard information have to be processed The needs of the customer are known and are unlikely to

change The technology is routine and stable (e.g., mass production) The organization has to coordinate the activities of employees

in order to deliver a standardized service/product to the customer

Potential Costs of Bureaucracy

Rigid rulesand

red tape

Protection of authority Slow decision making

Incompatible withchanging

technology

Incompatible with21st century workers’

values for freedom and participative

management

Scientific Management

Frederick W. Taylor

The father of Scientific Management – the 1st Efficiency Expert.

A philosophy and set of management practices that are based on fact and observation, not on guesswork

Scientific Management

Believed increased productivity depended on finding ways to make workers more efficient

Used time-and-motion studies to analyze work flows, supervisory techniques, and worker fatigue

Used functional foremanship, a division of labor that assigned eight foremen to each work area

Assumed workers motivated by money $$

• He was interested in machines -- apprenticeship in industry: Midvale Steel• Shocked by how inefficient his fellow workers were• timed workers with stopwatches• break down job into parts, make parts efficient• figure out how to hire the right worker for the job • give the worker appropriate training

Taylor’s Work?

• introduced incentive pay plans (workers were assumed to be motivated only by money). • Believed would lead to cooperation--management and worker • Studied design of shovels and introduced a better design at Bethlehem Steel Works, reducing the number of people shoveling from 500 to 140

Taylor’s Work? Contd.

Scientific Management

The Gilbreths Frank Gilbreth used motion pictures

to analyze workers’ motions Lillian Gilbreth championed protecting

workers from unsafe working conditions

Henry Gantt Focused on control systems for

production scheduling (Gantt Chart)

Frank and Lillian Gilbreth

refined Taylor’s methods and suggested 1. Breaking down each action into individual compone

nts. 2. Find better ways to perform the action. 3. Reorganize each action to be more efficient.

Problems associated with Scientific Management Managers often gave attention only to increasing output They did not allow workers to share in the benefits of inc

reased output. Specialized jobs became very boring & dull. Workers ended up distrusting Scientific Management.

Henry L. GanttHenry L. Gantt How to increase worker’s efficiency?How to increase worker’s efficiency?““The essential difference between the best system The essential difference between the best system

of today and those of the past are the manner in of today and those of the past are the manner in which which the tasks are scheduledthe tasks are scheduled, and , and the manner the manner

in which their performance is rewardedin which their performance is rewarded””

Scheduling InnovationScheduling Innovation Gantt Chart – scheduling summary of work Gantt Chart – scheduling summary of work

Rewarding InnovationRewarding Innovation Bonus in addition to the piece rate if they exceeded their Bonus in addition to the piece rate if they exceeded their

daily production quotadaily production quota On time = Bonus, Good Performance = RewardOn time = Bonus, Good Performance = Reward

Insights from Scientific Management

Many companies have used scientific management principles to improve efficiency, employee selection and training

Scientific management failed to recognize the social needs of workers and the importance of working conditions and job satisfaction

David BerbauerCEO, Walgreens

“Walgreens is constantly pushing to drive costs down. It pioneered the application of satellite communications and computer technology and linked these to increase store efficiency. By using tried-and-proven management concepts, each of its 6,100 stores [is] able to process around 280 prescriptions a day and beat Wal-Mart by 27 cents and CVS by 94 cents on each prescription.”

Snapshot

Administrative Management: Overview

Focuses on the manager and basic managerial functions of planning, organizing, controlling and leading

Unity of Command Principle: an employee should report to only one manager

Authority Principle: managers have the right to give orders to get things done

Fayol’s Principles of Effective Fayol’s Principles of Effective ManagementManagement

Division of Work:Division of Work: allows for job specialization. allows for job specialization. Work should be divided among individuals and groups.Work should be divided among individuals and groups.

Authority and ResponsibilityAuthority and Responsibility Authority right to give ordersAuthority right to give orders Responsibility involves being answerableResponsibility involves being answerable

Whoever assumes authority assumes responsibilityWhoever assumes authority assumes responsibility DisciplineDiscipline

Common efforts of workers. PenaltiesCommon efforts of workers. Penalties Unity of CommandUnity of Command

Employees should have only one boss.Employees should have only one boss.

Unity of DirectionUnity of Direction A single plan of action to guide the organization.A single plan of action to guide the organization.

Subordination of individual interests to the general Subordination of individual interests to the general interests of organizationinterests of organization

RemunerationRemuneration An equitable uniform payment system that motivates An equitable uniform payment system that motivates

contributes to organizational success.contributes to organizational success. CentralizationCentralization

The degree to which authority rests at the top of the The degree to which authority rests at the top of the organization.organization.

Scalar ChainScalar Chain Chainlike authority scale.Chainlike authority scale. Most vs. least authorityMost vs. least authority

OrderOrder The arrangement of employees where they will be of The arrangement of employees where they will be of

the most value to the organization and to provide the most value to the organization and to provide career opportunities.career opportunities.

EquityEquity The provision of justice and the fair and impartial The provision of justice and the fair and impartial

treatment of all employees.treatment of all employees. Stability of Tenure of PersonnelStability of Tenure of Personnel

Long-term employment is important for the Long-term employment is important for the development of skills that improve the organization’s development of skills that improve the organization’s performance. Subordination of Individual Interest to performance. Subordination of Individual Interest to the Common Interestthe Common Interest

The interest of the organization takes precedence The interest of the organization takes precedence over that of the individual employee.over that of the individual employee.

InitiativeInitiative The fostering of creativity and innovation by The fostering of creativity and innovation by

encouraging employees to act on their own.encouraging employees to act on their own. Esprit de corpsEsprit de corps

Harmony, general good feeling among employees, Harmony, general good feeling among employees, shared enthusiasm, foster devotion to the common shared enthusiasm, foster devotion to the common cause (organization).cause (organization).

Behavioral Viewpoint: Overview

Focuses on dealing effectively with the human aspects of organizations

Started in the 1930’s

Emphasis on working conditions

Workers wanted respect

Workers formed unions to bargain with management

Mary Parker Follett’s Contributions

Managers need to communicate with

workers Workers should

participate in solving

problems

Managers need to establish good working relationships with employees

Goal:Improve

Coordination

“Managers need to have a common touch and to be a team leader and not adrill sergeant. When their people shine,

they shine.”

Vickie Yoke, Senior Vice President, Alcatel

Snapshot

Chester Barnard’s Contributions

People should continuously communicateand cooperate with one another

Acceptance theory of authority holds that employees have free wills and, thus, choose whether to follow management’s orders. Employees will follow orders if they:

Understand what is required Believe the orders are consistent with

organization goals See positive benefits to themselves in

carrying out the orders

The Hawthorne StudiesThe Hawthorne Studies Studies of how characteristics of the work setting Studies of how characteristics of the work setting

affected worker fatigue and performance at the affected worker fatigue and performance at the Hawthorne Works of the Western Electric Hawthorne Works of the Western Electric Company from 1924-1932.Company from 1924-1932. Worker productivity was measured at various Worker productivity was measured at various

levels of light illumination.levels of light illumination. Researchers found that regardless of whether Researchers found that regardless of whether

the light levels were raised or lowered, worker the light levels were raised or lowered, worker productivity increased.productivity increased.

The Hawthorne StudiesThe Hawthorne Studies

The Relay Assembly Test Room ExperimentsThe Relay Assembly Test Room Experiments

Working conditions and productivityWorking conditions and productivity

The Bank Wiring Observation Room ExperimentThe Bank Wiring Observation Room Experiment

Analyze the social relationships in a work groupAnalyze the social relationships in a work group

The Hawthorne StudiesThe Hawthorne Studies

Employees are motivated by social

needs and association with others

Employees’ performance is more a result of peer

pressure than management’s incentives

and rules

Managers need to involve subordinates in coordinating their

work to improve efficiency

Employees want to participate in decisions

that affect them

Lessons from the Hawthrone Lessons from the Hawthrone Studies Studies

Behavioral ViewpointBehavioral Viewpoint

Snapshot

“Teamwork is one of the most beautifulexperiences in life. Teamwork is ourcore value and a primary way that theContainer Store enriches the quality

of employees’ work life.”

Kip Tindell, President, The Container Store

System: an association of interrelated and interdependent parts

Systems viewpoint: an approach to solving problems by diagnosing them within a framework of transformation processes, outputs, and feedback

Systems Viewpoint: Systems Viewpoint: Systems ConceptsSystems Concepts

InputsHuman, physical,

financial, and information

resources

TransformationProcess

OutputsProducts

andservices

Feedback Loops

Basic Systems View of Basic Systems View of OrganizationsOrganizations

Closed system: limits its interactions with the environment (e.g., stamping department in GM assembly plant)

Open system: interacts with the external environment (e.g., marketing department)

System TypesSystem Types

Mathematical models are used

to simulate changes

Computers are essential

Primary focus is on decision

making

Alternatives are based on

economic criteria

Quantitative TechniquesQuantitative Techniques

Lead to creation of

blogs

Enables managers to

simulate conditions

Emphasis on objective criteria

for decision making

Focus on planning

The Contingency ApproachThe Contingency Approach

What managers do in practice depends on a given set of circumstances – a situation.

Management practices should be consistent with the requirements of the external environment, the technology used to make a product or provide a service, and capabilities of the people who work for the organization

Uses concepts of the traditional, behavioral and system viewpoints

External environment—stable or changing

Technology—simple or complex

People—ways they are similar and different from each other

Contingency VariablesContingency Variables

Behavioral ViewpointHow managers influence others; Informal group Cooperation among employees Employee’s social needs

Systems ViewpointHow the parts fit together.

Inputs Transformations Outputs

Traditional ViewpointWhat managers do:

Plan Organize Lead Control

Contingency ViewpointManagers’ use of other viewpoints to solve problems involving:

External environment Technology Individuals

Contingency Viewpoint: Draws onContingency Viewpoint: Draws onOther Viewpoints, As NecessaryOther Viewpoints, As Necessary

Quality: how well a product or service does what it is supposed to do—how closely and reliably it satisfies the specifications to which it is built or provided

Total Quality Management (TQM): a philosophy that makes quality values the driving force behind leadership, design, planning, and improvement initiatives

Inputs or raw materials

Operations

Outputs

Measuring by variable or a product’s characteristicsMeasuring by attribute or a product’s acceptable/

unacceptable characteristics

Statistical process controlQuality of a process (e.g., sigma)

Quality Control ProcessQuality Control Process

Lower Costs and Higher

Market Share

DecreasedProductLiability Quality

PositiveCompany

Image

Learning from the Quality Learning from the Quality ViewpointViewpoint