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| موضوع: كتاب Management - A Practical Introduction - NINTH EDITION الجمعة 05 أبريل 2024, 2:39 pm | |
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أخواني في الله أحضرت لكم كتاب Management - A Practical Introduction - NINTH EDITION Angelo Kinicki Arizona State University Kent State University Brian K. Williams
و المحتوى كما يلي :
Walkthrough Preface of 9e xv PART 1 Introduction 1 The Exceptional Manager: What You Do, How You Do It 2 2 Management Theory: Essential Background for the Successful Manager 42 PART 2 The Environment of Management 3 The Manager’s Changing Work Environment and Ethical Responsibilities: Doing the Right Thing 76 4 Global Management: Managing across Borders 116 PART 3 Planning 5 Planning: The Foundation of Successful Management 156 6 Strategic Management: How Exceptional Managers Realize a Grand Design 188 Learning Module 1: Entrepreneurship 220 7 Individual and Group Decision Making: How Managers Make Things Happen 238 PART 4 Organizing 8 Organizational Culture, Structure, and Design: Building Blocks of the Organization 280 9 Human Resource Management: Getting the Right People for Managerial Success 322 10 Organizational Change and Innovation: Lifelong Challenges for the Exceptional Manager 374 PART 5 Leading 11 Managing Individual Differences and Behavior: Supervising People as People 408 12 Motivating Employees: Achieving Superior Performance in the Workplace 456 13 Groups and Teams: Increasing Cooperation, Reducing Conflict 502 14 Power, Influence, and Leadership: From Becoming a Manager to Becoming a Leader 534 15 Interpersonal and Organizational Communication: Mastering the Exchange of Information 580 PART 6 Controlling 16 Control Systems and Quality Management: Techniques for Enhancing Organizational Effectiveness 630 Learning Module 2: The Project Planner’s Toolkit: Flowcharts, Gantt Charts, and Break-Even Analysis 681 brief contents Chapter Notes CN-1 Name Index IND-1 Organization Index IND-5 Glossary/Subject Index IND-11 contents Walkthrough Preface of 9e xv PART 1 Introduction CHAPTER ONE The Exceptional Manager: What You Do, How You Do It 2 1.1 Management: What It Is, What Its Benefits Are 4 The Rise of the Die Maker’s Daughter 4 Key to Career Growth: “Doing Things I’ve Never Done Before” 4 The Art of Management Defined 5 Why Organizations Value Managers: The Multiplier Effect 6 The Financial Rewards of Being an Exceptional Manager 6 What Are the Rewards of Studying and Practicing Management? 7 1.2 What Managers Do: The Four Principal Functions 9 Planning: Discussed in Part 3 of This Book 9 Organizing: Discussed in Part 4 of This Book 9 Leading: Discussed in Part 5 of This Book 10 Controlling: Discussed in Part 6 of This Book 10 1.3 Pyramid Power: Levels and Areas of Management 11 The Traditional Management Pyramid: Levels and Areas 11 Three Levels of Management 11 Areas of Management: Functional Managers versus General Managers 13 Managers for Three Types of Organizations: For-Profit, Nonprofit, Mutual-Benefit 14 Different Organizations, Different Management? 14 1.4 Roles Managers Must Play Successfully 15 The Manager’s Roles: Mintzberg’s Useful Findings 15 Three Types of Managerial Roles: Interpersonal, Informational, and Decisional 17 1.5 The Skills Exceptional Managers Need 19 1. Technical Skills—The Ability to Perform a Specific Job 19 2. Conceptual Skills—The Ability to Think Analytically 19 3. Human Skills—“Soft Skills,” the Ability to Interact Well with People 20 The Most Valued Traits in Managers 21 1.6 Seven Challenges to Being an Exceptional Manager 22 CHALLENGE #1: Managing for Competitive Advantage—Staying Ahead of Rivals 23 CHALLENGE #2: Managing for Information Technology—Dealing with the “New Normal” 24 CHALLENGE #3: Managing for Diversity—The Future Won’t Resemble the Past 26 CHALLENGE #4: Managing for Globalization—The Expanding Management Universe 26 CHALLENGE #5: Managing for Ethical Standards 27 CHALLENGE #6: Managing for Sustainability—The Business of Green 28 CHALLENGE #7: Managing for Happiness and Meaningfulness 28 How Strong Is Your Motivation to Be a Manager? The First Self-Assessment 29 1.7 Building Your Career Readiness 30 A Model of Career Readiness 30 Developing Career Readiness 35 Let Us Help 36 1.8 Career Corner: Managing Your Career Readiness 37 Key Terms Used in This Chapter 38 Key Points 38 Understanding the Chapter: What Do I Know? 39 Management in Action 39 Legal/Ethical Challenge 41 CHAPTER TWO Management Theory: Essential Background for the Successful Manager 42 2.1 Evolving Viewpoints: How We Got to Today’s Management Outlook 44 Creating Modern Management: The Handbook of Peter Drucker 44 Six Practical Reasons for Studying This Chapter 44 Two Overarching Perspectives about Management: Historical and Contemporary 46 2.2 Classical Viewpoint: Scientific and Administrative Management 47 Scientific Management: Pioneered by Taylor and the Gilbreths 47 xxxAdministrative Management: Pioneered by Spaulding, Fayol, and Weber 49 The Problem with the Classical Viewpoint: Too Mechanistic 50 2.3 Behavioral Viewpoint: Behaviorism, Human Relations, and Behavioral Science 51 Early Behaviorism: Pioneered by Munsterberg, Follett, and Mayo 51 The Human Relations Movement: Pioneered by Maslow and McGregor 52 The Behavioral Science Approach 54 2.4 Quantitative Viewpoints: Management Science and Operations Management 56 Management Science: Using Mathematics to Solve Management Problems 56 Operations Management: Being More Effective 57 2.5 Systems Viewpoint 58 The Systems Viewpoint 59 The Four Parts of a System 59 2.6 Contingency Viewpoint 61 Gary Hamel: Management Ideas Are Not Fixed, They’re a Process 61 Evidence-Based Management: Facing Hard Facts, Rejecting Nonsense 62 2.7 Quality-Management Viewpoint 63 Quality Control and Quality Assurance 63 Total Quality Management: Creating an Organization Dedicated to Continuous Improvement 63 Six Sigma and ISO 9000 2.8 The Learning Organization in an Era of Accelerated Change 66 The Learning Organization: Handling Knowledge and Modifying Behavior 66 How to Build a Learning Organization: Three Roles Managers Play 67 2.9 Career Corner: Managing Your Career Readiness 69 Key Terms Used in This Chapter 71 Key Points 71 Understanding the Chapter: What Do I Know? 72 Management in Action 73 Legal/Ethical Challenge 74 PART 2 The Environment of Management CHAPTER THREE The Manager’s Changing Work Environment and Ethical Responsibilities: Doing the Right Thing 76 3.1 The Triple Bottom Line: People, Planet, and Profit 78 The Millennials’ Search for Meaning 78 3.2 The Community of Stakeholders Inside the Organization 79 Internal and External Stakeholders 79 Internal Stakeholders 79 3.3 The Community of Stakeholders Outside the Organization 82 The Task Environment 82 The General Environment 87 3.4 The Ethical Responsibilities Required of You as a Manager 92 Defining Ethics and Values 93 Four Approaches to Resolving Ethical Dilemmas 95 White-Collar Crime, SarbOx, and Ethical Training 95 How Organizations Can Promote Ethics 97 3.5 The Social Responsibilities Required of You as a Manager 100 Corporate Social Responsibility: The Top of the Pyramid 100 Is Social Responsibility Worthwhile? Opposing and Supporting Viewpoints 100 One Type of Social Responsibility: Climate Change, Sustainability, and Natural Capital 103 Another Type of Social Responsibility: Undertaking Philanthropy, “Not Dying Rich” 104 Does Being Good Pay Off? 104 3.6 Corporate Governance 106 Ethics and Corporate Governance 106 The Need for Trust 106 3.7 Career Corner: Managing Your Career Readiness 108 Focus on the Greater Good and on Being More Ethical 108 Become an Ethical Consumer 109 Key Terms Used in This Chapter 110 Key Points 110 Understanding the Chapter: What Do I Know? 112 Management in Action 112 Legal/Ethical Challenge 114 CHAPTER FOUR Global Management: Managing across Borders 116 4.1 Globalization: The Collapse of Time and Distance 118 Competition and Globalization: Who Will Be No. 1 Tomorrow? 118 The Rise of the “Global Village” and Electronic Commerce 119 One Big World Market: The Global Economy 120 Contents xxxiCross-Border Business: The Rise of Both Megamergers and Minifirms Worldwide 121 4.2 You and International Management 122 Why Learn about International Management? 123 The Successful International Manager: Geocentric, Not Ethnocentric or Polycentric 124 4.3 Why and How Companies Expand Internationally 126 Why Companies Expand Internationally 126 How Companies Expand Internationally 127 4.4 The World of Free Trade: Regional Economic Cooperation and Competition 131 Barriers to International Trade 131 Organizations Promoting International Trade 133 Major Trading Blocs: NAFTA and the EU 134 Most Favored Nation Trading Status 136 Exchange Rates 136 4.5 The Value of Understanding Cultural Differences 139 The Importance of National Culture 140 Cultural Dimensions: The Hofstede and GLOBE Project Models 140 Other Cultural Variations: Language, Interpersonal Space, Communication, Time Orientation, Religion, and Law and Political Stability 144 U.S. Managers on Foreign Assignments: Why Do They Fail? 148 4.6 Career Corner: Managing Your Career Readiness 149 1. Listen and Observe 149 2. Become Aware of the Context 150 3. Choose Something Basic 150 Key Terms Used in This Chapter 151 Key Points 151 Understanding the Chapter: What Do I Know? 153 Management in Action 153 Legal/Ethical Challenge 154 PART 3 Planning CHAPTER FIVE Planning: The Foundation of Successful Management 156 5.1 Planning and Strategy 158 Planning, Strategy, and Strategic Management 158 Why Planning and Strategic Management Are Important 159 5.2 Fundamentals of Planning 162 Mission, Vision, and Values Statements 163 Three Types of Planning for Three Levels of Management: Strategic, Tactical, and Operational 166 5.3 Goals and Plans 169 Long-Term and Short-Term Goals 169 The Operating Plan and Action Plan 169 Types of Plans: Standing Plans and Single-Use Plans 171 5.4 Promoting Consistencies in Goals: SMART Goals, Management by Objectives, and Goal Cascading 172 SMART Goals 172 Management by Objectives: The Four-Step Process for Motivating Employees 173 Cascading Goals: Making Lower-Level Goals Align with Top Goals 176 The Importance of Deadlines 177 5.5 The Planning/Control Cycle 178 5.6 Career Corner: Managing Your Career Readiness 180 Becoming More Proactive 181 Keeping an Open Mind and Suspending Judgment 181 Key Terms Used in This Chapter 182 Key Points 182 Understanding the Chapter: What Do I Know? 183 Management in Action 184 Legal/Ethical Challenge 185 CHAPTER SIX Strategic Management: How Exceptional Managers Realize a Grand Design 188 6.1 Strategic Positioning and Levels of Strategy 190 Strategic Positioning and Its Principles 190 Levels of Strategy 191 Does Strategic Management Work for Small as Well as Large Firms? 192 6.2 The Strategic-Management Process 193 The Five Steps of the Strategic-Management Process 193 6.3 Assessing the Current Reality 196 SWOT Analysis 196 Using VRIO to Assess Competitive Potential: Value, Rarity, Imitability, and Organization 199 Forecasting: Predicting the Future 200 Benchmarking: Comparing with the Best 202 6.4. Establishing Corporate-Level Strategy 203 Three Overall Types of Corporate Strategy 203 The BCG Matrix 204 Diversification Strategy 205 xxxii Contents6.5 Establishing Business-Level Strategy 206 Porter’s Five Competitive Forces 206 Porter’s Four Competitive Strategies 207 6.6 Executing and Controlling Strategy 209 Executing the Strategy 209 Maintaining Strategic Control 209 Execution: Getting Things Done 209 The Three Core Processes of Business: People, Strategy, and Operations 210 How Execution Helps Implement and Control Strategy 211 6.7 Career Corner: Managing Your Career Readiness 213 Why Is Strategic Thinking Important to New Graduates? 213 Key Terms Used in This Chapter 215 Key Points 215 Understanding the Chapter: What Do I Know? 217 Management in Action 217 Legal/Ethical Challenge 219 LEARNING MODULE 1: Entrepreneurship 220 LM1.1 Entrepreneurship: Its Foundations and Importance 221 Entrepreneurship: It’s Not the Same as Self-Employment 222 Characteristics of Entrepreneurs 224 Entrepreneurship Matters across the Globe 226 LM1.2 Starting a Business 229 Businesses Start with an Idea 229 Writing the Business Plan 230 Choosing a Legal Structure 232 Obtaining Financing 233 Creating the “Right” Organizational Culture and Design 234 Key Terms Used in This Learning Module 237 Key Points 237 CHAPTER SEVEN Individual and Group Decision Making: How Managers Make Things Happen 238 7.1 Two Kinds of Decision Making: Rational and Nonrational 240 Decision Making in the Real World 241 Rational Decision Making: Managers Should Make Logical and Optimal Decisions 242 Stage 1: Identify the Problem or Opportunity— Determining the Actual versus the Desirable 242 Stage 2: Think Up Alternative Solutions—Both the Obvious and the Creative 242 Stage 3: Evaluate Alternatives and Select a Solution—Ethics, Feasibility, and Effectiveness 242 Stage 4: Implement and Evaluate the Solution Chosen 243 What’s Wrong with the Rational Model? 244 Nonrational Decision Making: Managers Find It Difficult to Make Optimal Decisions 244 7.2 Making Ethical Decisions 247 The Dismal Record of Business Ethics 247 Road Map to Ethical Decision Making: A Decision Tree 248 7.3 Evidence-Based Decision Making and Analytics 250 Evidence-Based Decision Making 251 In Praise of Analytics 252 “Big Data”: What It Is, How It’s Used 254 7.4 Four General Decision-Making Styles 257 Value Orientation and Tolerance for Ambiguity 257 1. The Directive Style: Action-Oriented Decision Makers Who Focus on Facts 258 2. The Analytical Style: Careful Decision Makers Who Like Lots of Information and Alternative Choices 258 3. The Conceptual Style: Decision Makers Who Rely on Intuition and Have a Long-Term Perspective 258 4. The Behavioral Style: The Most People-Oriented Decision Makers 258 Which Style Do You Have? 259 7.5 Decision-Making Biases and the Use of Artificial Intelligence 260 Nine Common Decision-Making Biases: Rules of Thumb, or “Heuristics” 260 The Decision-Making Potential of Artificial Intelligence 262 Pros and Cons of Artificial Intelligence 263 7.6 Group Decision Making: How to Work with Others 265 Advantages and Disadvantages of Group Decision Making 265 Groupthink 266 Characteristics of Group Decision Making 267 Group Problem-Solving Techniques: Reaching for Consensus 269 More Group Problem-Solving Techniques 269 7.7 Career Corner: Managing Your Career Readiness 272 Improving Your Critical Thinking and Problem-Solving Skills 272 Reflect on Past Decisions 272 Key Terms Used in This Chapter 274 Key Points 274 Understanding the Chapter: What Do I Know? 276 Management in Action 276 Legal/Ethical Challenge 278 Contents xxxiiiPART 4 Organizing CHAPTER EIGHT Organizational Culture, Structure, and Design: Building Blocks of the Organization 280 8.1 Aligning Strategy, Culture, and Structure 282 How an Organization’s Culture and Structure Are Used to Implement Strategy 282 8.2 What Kind of Organizational Culture Will You Be Operating In? 286 The Three Levels of Organizational Culture 286 Four Types of Organizational Culture: Clan, Adhocracy, Market, and Hierarchy 287 How Employees Learn Culture: Symbols, Stories, Heroes, Rites and Rituals, and Organizational Socialization 290 The Importance of Culture 291 What Does It Mean to “Fit”? Anticipating a Job Interview 292 8.3 The Process of Culture Change 293 1. Formal Statements 293 2. Slogans and Sayings 293 3. Rites and Rituals 293 4. Stories, Legends, and Myths 294 5. Leader Reactions to Crises 294 6. Role Modeling, Training, and Coaching 294 7. Physical Design 294 8. Rewards, Titles, Promotions, and Bonuses 295 9. Organizational Goals and Performance Criteria 295 10. Measurable and Controllable Activities 295 11. Organizational Structure 296 12. Organizational Systems and Procedures 296 Don’t Forget about Person–Organization Fit 297 8.4 Organizational Structure 298 The Organization: Three Types 298 The Organization Chart 298 8.5 The Major Elements of an Organization 300 Common Elements of Organizations: Four Proposed by Edgar Schein 300 Common Elements of Organizations: Three More That Most Authorities Agree On 301 8.6 Basic Types of Organizational Structures 304 1. Traditional Designs: Simple, Functional, Divisional, and Matrix Structures 304 2. The Horizontal Design: Eliminating Functional Barriers to Solve Problems 307 3. Designs That Open Boundaries between Organizations: Hollow, Modular, and Virtual Structures 309 8.7 Contingency Design: Factors in Creating the Best Structure 311 Three Factors to Be Considered in Designing an Organization’s Structure 311 1. The Environment: Mechanistic versus Organic Organizations—the Burns and Stalker Model 311 2. The Environment: Differentiation versus Integration— the Lawrence and Lorsch Model 313 3. Linking Strategy, Culture, and Structure 313 8.8 Career Corner: Managing Your Career Readiness 314 Understanding the Business and Where You “Fit” In 314 Becoming More Adaptable 315 Key Terms Used in This Chapter 316 Key Points 316 Understanding the Chapter: What Do I Know? 318 Management in Action 318 Legal/Ethical Challenge 320 CHAPTER NINE Human Resource Management: Getting the Right People for Managerial Success 322 9.1 Strategic Human Resource Management 324 Human Resource Management: Managing an Organization’s Most Important Resource 324 Planning the Human Resources Needed 326 9.2 Recruitment and Selection: Putting the Right People into the Right Jobs 329 Recruitment: How to Attract Qualified Applicants 329 Selection: How to Choose the Best Person for the Job 333 9.3 Managing an Effective Workforce: Compensation and Benefits 339 Wages or Salaries 339 Incentives 339 Benefits 339 9.4 Orientation and Learning and Development 340 Orientation: Helping Newcomers Learn the Ropes 340 Learning and Development: Helping People Perform Better 341 9.5 Performance Appraisal 344 Performance Management in Human Resources 344 Performance Appraisals: Are They Worthwhile? 345 Two Kinds of Performance Appraisal: Objective and Subjective 346 Who Should Make Performance Appraisals? 347 Effective Performance Feedback 348 9.6 Managing Promotions, Transfers, Disciplining, and Dismissals 350 Promotion: Moving Upward 350 Transfer: Moving Sideways 351 xxxiv ContentsDisciplining and Demotion: The Threat of Moving Downward 351 Dismissal: Moving Out of the Organization 351 9.7 The Legal Requirements of Human Resource Management 354 1. Labor Relations 354 2. Compensation and Benefits 354 3. Health and Safety 354 4. Equal Employment Opportunity 356 Workplace Discrimination, Affirmative Action, Sexual Harassment, and Bullying 356 9.8 Labor–Management Issues 361 How Workers Organize 361 How Unions and Management Negotiate a Contract 362 The Issues Unions and Management Negotiate About 362 Settling Labor–Management Disputes 364 9.10 Career Corner: Managing Your Career Readiness 366 Becoming a Better Receiver 366 Key Terms Used in This Chapter 368 Key Points 368 Understanding the Chapter: What Do I Know? 371 Management in Action 371 Legal/Ethical Challenge 373 CHAPTER TEN Organizational Change and Innovation: Lifelong Challenges for the Exceptional Manager 374 10.1 The Nature of Change in Organizations 376 Fundamental Change: What Will You Be Called On to Deal With? 376 Two Types of Change: Reactive and Proactive 378 The Forces for Change Outside and Inside the Organization 380 10.2 Types and Models of Change 383 Three Kinds of Change: From Least Threatening to Most Threatening 383 Lewin’s Change Model: Unfreezing, Changing, and Refreezing 384 A Systems Approach to Change 385 10.3 Organizational Development: What It Is, What It Can Do 389 What Can OD Be Used For? 389 How OD Works 390 The Effectiveness of OD 391 10.4 Organizational Innovation 392 Approaches to Innovation 392 An Innovation System: The Supporting Forces for Innovation 394 10.5 The Threat of Change: Managing Employee Fear and Resistance 399 The Causes of Resistance to Change 399 Ten Reasons Employees Resist Change 400 10.6 Career Corner: Managing Your Career Readiness 402 Applying Self-Affirmation Theory 402 Practicing Self-Compassion 403 Key Terms Used in This Chapter 404 Key Points 404 Understanding the Chapter: What Do I Know? 405 Management in Action 405 Legal/Ethical Challenge 407 PART 5 Leading CHAPTER ELEVEN Managing Individual Differences and Behavior: Supervising People as People 408 11.1 Personality and Individual Behavior 410 The Big Five Personality Dimensions 410 Core Self-Evaluations 411 Emotional Intelligence: Understanding Your Emotions and the Emotions of Others 414 11.2 Values, Attitudes, and Behavior 416 Organizational Behavior: Trying to Explain and Predict Workplace Behavior 416 Values: What Are Your Consistent Beliefs and Feelings about All Things? 416 Attitudes: What Are Your Consistent Beliefs and Feelings about Specific Things? 416 Behavior: How Values and Attitudes Affect People’s Actions and Judgments 419 11.3 Perception and Individual Behavior 420 The Four Steps in the Perceptual Process 420 Five Distortions in Perception 420 The Self-Fulfilling Prophecy, or Pygmalion Effect 424 11.4 Work-Related Attitudes and Behaviors Managers Need to Deal With 426 1. Employee Engagement: How Connected Are You to Your Work? 426 2. Job Satisfaction: How Much Do You Like or Dislike Your Job? 428 3. Organizational Commitment: How Much Do You Identify with Your Organization? 428 Important Workplace Behaviors 429 11.5 The New Diversified Workforce 431 How to Think about Diversity: Which Differences Are Important? 431 Contents xxxvTrends in Workforce Diversity 433 Barriers to Diversity 437 11.6 Understanding Stress and Individual Behavior 441 The Toll of Workplace Stress 441 How Does Stress Work? 442 The Sources of Job-Related Stress 442 Reducing Stressors in the Organization 445 11.7 Career Corner: Managing Your Career Readiness 448 Fostering a Positive Approach 448 Self-Managing Your Emotions 449 Key Terms Used in This Chapter 450 Key Points 450 Understanding the Chapter: What Do I Know? 452 Management in Action 452 Legal/Ethical Challenge 454 CHAPTER TWELVE Motivating Employees: Achieving Superior Performance in the Workplace 456 12.1 Motivating for Performance 458 Motivation: What It Is, Why It’s Important 458 The Four Major Perspectives on Motivation: An Overview 460 12.2 Content Perspectives on Employee Motivation 461 Maslow’s Hierarchy of Needs Theory: Five Levels 461 McClelland’s Acquired Needs Theory: Achievement, Affiliation, and Power 463 Deci and Ryan’s Self-Determination Theory: Competence, Autonomy, and Relatedness 464 Herzberg’s Two-Factor Theory: From Dissatisfying Factors to Satisfying Factors 466 12.3 Process Perspectives on Employee Motivation 469 Equity/Justice Theory: How Fairly Do You Think You’re Being Treated in Relation to Others? 469 Expectancy Theory: How Much Do You Want and How Likely Are You to Get It? 473 Goal-Setting Theory: Objectives Should Be Specific and Challenging but Achievable 475 12.4 Job Design Perspectives on Motivation 478 Fitting People to Jobs 478 Fitting Jobs to People 478 The Job Characteristics Model: Five Job Attributes for Better Work Outcomes 479 12.5 Reinforcement Perspectives on Motivation 483 The Four Types of Reinforcement: Positive, Negative, Extinction, and Punishment 483 Using Reinforcement to Motivate Employees 484 12.6 Using Compensation, Nonmonetary Incentives, and Other Rewards to Motivate: In Search of the Positive Work Environment 487 Is Money the Best Motivator? 487 Motivation and Compensation 487 Nonmonetary Ways of Motivating Employees 489 12.7 Career Corner: Managing Your Career Readiness 494 1. Identify Your “Wildly Important” Long-Term Goal 494 2. Break Your Wildly Important Goal into Short-Term Goals 495 3. Create a “To-Do” List for Accomplishing Your Short-Term Goals 495 4. Prioritize the Tasks 495 5. Create a Time Schedule 495 6. Work the Plan, Reward Yourself, and Adjust as Needed 495 Key Terms Used in This Chapter 496 Key Points 496 Understanding the Chapter: What Do I Know? 498 Management in Action 498 Legal/Ethical Challenge 500 CHAPTER THIRTEEN Groups and Teams: Increasing Cooperation, Reducing Conflict 502 13.1 Groups versus Teams 504 Groups and Teams: How Do They Differ? 505 Formal versus Informal Groups 506 Types of Teams 507 13.2 Stages of Group and Team Development 510 Tuckman’s Five-Stage Model 510 Punctuated Equilibrium 512 13.3 Building Effective Teams 513 1. Collaboration—the Foundation of Teamwork 513 2. Trust: “We Need to Have Reciprocal Faith in Each Other” 514 3. Performance Goals and Feedback 515 4. Motivation through Mutual Accountability and Interdependence 516 5. Team Composition 516 6. Roles: How Team Members Are Expected to Behave 517 7. Norms: Unwritten Rules for Team Members 518 8. Effective Team Processes 520 Putting It All Together 520 13.4 Managing Conflict 521 The Nature of Conflict: Disagreement Is Normal 521 Can Too Little or Too Much Conflict Affect Performance? 522 Three Kinds of Conflict: Personality, Intergroup, and Cross-Cultural 523 xxxvi ContentsHow to Stimulate Constructive Conflict 524 Five Basic Behaviors to Help You Better Handle Conflict 526 Dealing with Disagreements: Five Conflict-Handling Styles 526 13.5 Career Corner: Managing Your Career Readiness 528 Become a More Effective Team Member 528 Become a More Effective Collaborator 529 Key Terms Used in This Chapter 530 Key Points 530 Understanding the Chapter: What Do I Know? 531 Management in Action 531 Legal/Ethical Challenge 533 CHAPTER FOURTEEN Power, Influence, and Leadership: From Becoming a Manager to Becoming a Leader 534 14.1 The Nature of Leadership: The Role of Power and Influence 536 What Is the Difference between Leading and Managing? 536 Managerial Leadership: Can You Be Both a Manager and a Leader? 537 Coping with Complexity versus Coping with Change: The Thoughts of John Kotter 538 Five Sources of Power 538 Common Influence Tactics 540 Match Tactics to Influence Outcomes 542 An Integrated Model of Leadership 542 14.2 Trait Approaches: Do Leaders Have Distinctive Traits and Personal Characteristics? 544 Positive Task-Oriented Traits and Positive/Negative Interpersonal Attributes 544 What Do We Know about Gender and Leadership? 545 Are Knowledge and Skills Important? 548 So What Do We Know about Leadership Traits? 548 14.3 Behavioral Approaches: Do Leaders Show Distinctive Patterns of Behavior? 550 Task-Oriented Leader Behaviors: Initiating-Structure Leadership and Transactional Leadership 550 Relationship-Oriented Leader Behavior: Consideration, Empowerment, Ethical Leadership, and Servant Leadership 551 Passive Leadership: The Lack of Leadership Skills 555 So What Do We Know about the Behavioral Approaches? 556 14.4 Situational Approaches: Does Leadership Vary with the Situation? 557 1. The Contingency Leadership Model: Fiedler’s Approach 557 2. The Path–Goal Leadership Model: House’s Approach 559 So What Do We Know about the Situational Approaches? 561 14.5 The Uses of Transformational Leadership 563 Transformational Leaders 563 The Best Leaders Are Both Transactional and Transformational 563 Four Key Behaviors of Transformational Leaders 564 So What Do We Know about Transformational Leadership? 567 14.6 Three Additional Perspectives 568 Leader–Member Exchange Leadership: Having Different Relationships with Different Subordinates 568 The Power of Humility 569 Followers: What Do They Want, How Can They Help? 570 14.7 Career Corner: Managing Your Career Readiness 572 Becoming More Self-Aware 572 Key Terms Used in This Chapter 574 Key Points 574 Understanding the Chapter: What Do I Know? 576 Management in Action 576 Legal/Ethical Challenge 578 CHAPTER FIFTEEN Interpersonal and Organizational Communication: Mastering the Exchange of Information 580 15.1 The Communication Process: What It Is, How It Works 582 Communication Defined: The Transfer of Information and Understanding 582 How the Communication Process Works 583 Selecting the Right Medium for Effective Communication 586 15.2 How Managers Fit into the Communication Process 588 Formal Communication Channels: Up, Down, Sideways, and Outward 588 Informal Communication Channels 589 15.3 Barriers to Communication 592 1. Physical Barriers: Sound, Time, Space 592 2. Personal Barriers: Individual Attributes That Hinder Communication 593 3. Cross-Cultural Barriers 595 4. Nonverbal Communication: How Unwritten and Unspoken Messages May Mislead 596 5. Gender Differences 598 Contents xxxvii15.4 Social Media and Management 600 Social Media Has Changed the Fabric of Our Lives 600 Social Media and Managerial and Organizational Effectiveness 601 Downsides of Social Media 608 Managerial Implications of Texting 611 Managerial Considerations in Creating Social Media Policies 612 15.5 Improving Communication Effectiveness 615 Nondefensive Communication 615 Using Empathy 617 Being an Effective Listener 618 Being an Effective Writer 619 Being an Effective Speaker 620 15.6 Career Corner: Managing Your Career Readiness 623 Improve Your Face-to-Face Networking Skills 623 Key Terms Used in This Chapter 625 Key Points 625 Understanding the Chapter: What Do I Know? 626 Management in Action 627 Legal/Ethical Challenge 628 PART 6 Controlling CHAPTER SIXTEEN Control Systems and Quality Management: Techniques for Enhancing Organizational Effectiveness 630 16.1 Control: When Managers Monitor Performance 632 Why Is Control Needed? 632 Steps in the Control Process 635 Types of Controls 639 16.2 Levels and Areas of Control 641 Levels of Control: Strategic, Tactical, and Operational 641 Six Areas of Control 641 Controlling the Supply Chain 643 Control in Service Firms 644 16.3 The Balanced Scorecard and Strategy Maps 645 The Balanced Scorecard: A Dashboard-like View of the Organization 645 Strategy Mapping: Visual Representation of the Path to Organizational Effectiveness 648 16.4 Some Financial Tools for Control 650 Budgets: Formal Financial Projections 650 Financial Statements: Summarizing the Organization’s Financial Status 651 Audits: External versus Internal 652 16.5 Total Quality Management 654 Deming Management: The Contributions of W. Edwards Deming to Improved Quality 655 Core TQM Principles: Deliver Customer Value and Strive for Continuous Improvement 655 Applying TQM to Services 659 Some TQM Tools, Techniques, and Standards 661 Takeaways from TQM Research 663 16.6 Managing Control Effectively 664 The Keys to Successful Control Systems 664 Barriers to Control Success 665 16.7 Managing for Productivity 667 What Is Productivity? 667 Why Is Increasing Productivity Important? 668 What Processes Can I Use to Increase Productivity? 669 Managing Individual Productivity 670 16.8 Career Corner: Managing Your Career Readiness 671 1. Make Every Day Count 672 2. Stay Informed and Network 672 3. Promote Yourself 672 4. Roll with Change and Disruption 673 5. Small Things Matter during Interviews 673 Epilogue: The Keys to Your Managerial Success 674 Key Terms Used in This Chapter 676 Key Points 676 Understanding the Chapter: What Do I Know? 678 Management in Action 678 Legal/Ethical Challenge 680 LEARNING MODULE 2: The Project Planner’s Toolkit: Flowcharts, Gantt Charts, and Break-Even Analysis 681 Tool #1: Flowcharts—for Showing Event Sequences and Alternate Decision Scenarios 681 Tool #2: Gantt Charts—Visual Time Schedules for Work Tasks 683 Tool #3: Break-Even Analysis—How Many Items Must You Sell to Turn a Profit? 684 CHAPTER NOTES CN-1 NAME INDEX IND-1 ORGANIZATION INDEX IND-5 GLOSSARY/SUBJECT INDEX IND-11 A Adams, J. Stacey, 469–472 Ailes, Roger, 439 Albrecht, Karl, 378 Allen, Nick, 199 Allen, Paul, 262 Allmendinger, A. J., 516 Almeida, José, 288–289 Altchek, Chris, 284 Ammann, Dan, 381 Andrews, Marcus, 482 Asher, Penny, 342 Atkins, Betsy, 107 Autor, David, 378 Avolio, Bruce, 563 B Bader, Chrys, 561 Bado, Bill, 319 Bagley, Constance, 248–249 Balachandra, Lakshmi, 234 Ballmer, Steve, 570 Baltazar, Ivana, 475 Baptiste, Dena, 335, 335 Barhydt, Ethan, 227 Barnard, Chester I., 298 Barra, Mary, 4, 4, 16, 19, 19–21, 381, 398 Barra, Tony, 19 Barry, Bryan, 209 Bass, Bernard, 536, 563 Bastian, Ed, 6 Batali, Mario, 27 Becker, Nate, 227 Bell, Genevieve, 223 Bell, Jessica, 373 Bell, Madeline, 258 Benioff, Marc, 102, 102, 290, 554 Berger, Helena, 436 Berner, Mary, 293, 293 Bernstein, Elizabeth, 162 Beyoncé, 476 Bezos, Jeff, 4–5, 13, 85, 119, 230, 245, 258 Bianchi, Kerry, 329 Blakely, Sara, 549 Blanchard, Ken, 529 Blankenship, Tim, 522, 522 Blumenthal, Richard, 381 Bock, Laszlo, 492, 570 Bohr, Niels, 376 Booker, Cory, 541 Bossidy, Larry, 169, 209–212 Bowerman, Bill, 294 Bowman, Bob, 40 Bowman, Stan, 253 Brandon, David, 377 Branson, Richard, 223, 377, 377, 419, 618 Brin, Sergey, 222, 304 Brown, Ron, 577 Brown, Sherrod, 320 Bruneau, Megan, 403 Buffett, Warren, 104, 247 Burke, Katie, 482 Burkus, David, 473 Burns, Tom, 312 Bush, Lauren, 553, 553–554 Byford, Andy, 277 Byttow, David, 561 C Cabou, Sarah, 331, 331 Calista, Dan, 445 Camp, Garret, 230 Canfield, Jack, 535 Carlson, Gretchen, 439 Carnegie, Andrew, 104, 221 Carnegie, Dale, 621 Carroll, Archie B., 100, 101 Carter, Christine, 403 Carter, Jimmy, 565 Castile, Philandro, 600 Castle, Kevin, 595 Catmull, Ed, 271, 395 Chait, Eli, 391 Charan, Ram, 169, 209–212 Chen, Jane, 674 Chesky, Brian, 22 Chideya, Faral, 332 Chirot, Daniel, 45 Cho, Emily, 521 Cho Yang-ho, 521 Christensen, Clayton, 44, 165, 377 Christie, Agatha, 375 Cipirano, Pam, 372 Clapton, Eric, 184 Clark, Richard, 333 Clinton, Hillary, 594, 628 Colberg, Alan, 549 Coldplay, 184 Collins, James, 372 Collins, Michael, 120 Collison, John, 230 Collison, Patrick, 230 Colvin, Geoffrey, 190 Comey, James, 594 Conley, Chip, 462 Cook, Tim, 11, 536 Copeland, Misty, 606, 606 Corbat, Michael, 490 Crohurst, Nebel, 294 Crow, Ashley, 396, 396 Crow, Sheryl, 184 Csikszentmihalyi, Mihaly, 22 Cullen, Margaret, 617 Cuniffe, Kirby, 601 Curry, Stephen, 253 D Daft, Richard, 586 Daily, Gretchen, 103 Dansereau, Fred, 568 Dao, David, 82–83 Davenport, Coral, 103 Davenport, Thomas H., 254 David, Alison, 595 Davidson, Kate, 30 Davis, John, 343 Dawkins, Ceejay, 189 De Blasio, Bill, 277 De Bono, Edward, 214 Deci, Edward, 464–465 DeFrino, Mike, 554 de la Vega, Ralph, 549 Deming, W. Edwards, 63, 65, 345, 655, 665 Dempsey, Martin, 114 Dennis, Richelieu, 396 Diallo, Amadou, 422 Dikison, Mike, 7 Dillon, Mary, 536 Dimitroff, Thomas, 253 Disney, Walt, 221 Doughtie, Lynne, 4 Doyle, Arthur Conan, 375 Drew, Bryce, 675 Drucker, Peter, 11, 44, 44, 128, 164, 173, 376, 504 Duckworth, Tammy, 541 Dunning, David, 573 DuPuy, Bob, 40 Dyer, Dave, 659 Dyson, James, 445 E Eagle, Katrina, 578 Easterbrook, Steve, 499 Edelman, Simon, 98–99 Edison, Thomas, 476 Edmonson, Cole, 372 Einstein, Albert, 245 Ekman, Paul, 617 Ells, Steve, 405, 406 Emmons, Robert, 491 Escobar, Pablo, 627 Etkin, Maude, 628 Etzioni, Oren, 262 Evans, Fred J., 97 Evdikimova, Daria, 227 F Fairbanks, JJ, 210, 210 Farnham, Alan, 242 Farr-Kaye, Missy, 34–35, 35 Favali, Ron, 532 Fayol, Henri, 50 Fedorov, Vlad, 340 Feit, Debbie, 459 Feldman, Daniel, 290 Ferucci, David A., 515 Festinger, Leon, 418 Fiedler, Fred, 557, 558, 559 Fields, Mark, 210 Fisher, Craig, 602, 603 Fitzgerald, Patrick, 633 Flannery, John, 218 Follett, Mary Parker, 51–52 Foo Fighters, 184 Ford, Henry, 222 Ford, Henry, II, 208 Foulk, Trevor, 430 Franken, Al, 27 Frankl, Victor, 493 Franklin, Benjamin, 221 Fredrickson, Barbara, 108 French, John, 282, 282–283 Friedman, Milton, 101 Friedman, Nick, 287 Friedman, Thomas, 28 G Gantt, Henry L., 683 Garenswartz, Lee, 432 Gates, Bill, 104, 221, 247, 263, 570, 594 Gates, Melinda, 247 Gatto, Jim, 113 Gebbia, Joe, 22 Gemignani, Tony, 489 Giascogne, Joel, 472, 473 Gilbreth, Frank, 47, 49, 49 Gilbreth, Lillian, 47, 49, 49 Gladwell, Malcolm, 281 Glener, David, 371 Gohman, Keri, 505 Goizueta, Robert, 127 Goldberg, Jason, 251 Goleman, Daniel, 414 Goodall, Molly, 203 Goodnight, Jim, 79 Gordon, Chloe, 628 Gordon, Robert, 88IND2 Name Index NAME INDEX Gore, Al, 28 Gottstein, Jenny, 504, 514 Graen, George, 568 Grandi, Filippo, 548 Greenleaf, Robert, 554 Grossman, Robert, 67 Guo, Alice, 444, 444–445 H Hackman, J. Richard, 479 Hadid, Bella, 627 Haley, Tom, 10, 10 Half, Robert, 417 Hall, Edward T., 140, 145 Hallowell, Edward, 594 Hamel, Gary, 61–62, 161 Hanlon, Michael, 88 Hansen, Jordin, 125, 125 Harper, Brian, 379–380 Hastings, Reed, 590 Hawking, Stephen, 264, 675 Heath, Shannon, 342 Hedge, Alan, 492 Heimericks, Belinda, 372 Hendrix, Jimi, 184 Hennessy, John, 564 Hersch, Joni, 453 Hertz, Noreena, 261 Herzberg, Frederick, 466–468, 467–468 Hewson, Marillyn, 4 Hill, Grant, 114 Hinman, Jacqueline, 28 Hinricks, Karoli, 117 Hodge, Tishuana, 332 Hofstead, Geert, 140–141 Hojat, Mohammadreza, 618 Holmes, Elizabeth, 585, 585–586 Hopkins, Donald, 565 House, Robert, 141, 559, 559–561 Hsieh, Tony, 45 Hudy, Mike, 410 Hugh, Ben, 245 Hurd, Mark, 565 Hurley, Robert, 106 I Idei, Nobuyuki, 401 Iger, Bob, 40 Immelt, Jeffrey, 217–218, 397 Ivanhoe, Jon, 485, 485 J Jackson, Ronny, 577–578 Jacobsen, Eric, 165 James, LeBron, 528 Janis, Irwin, 266, 267 Ja Rule, 627 Jenner, Kendall, 627 Jerkan, Della, 464, 465, 465 Jobs, Steve, 221, 222, 224, 245, 541, 565, 594 Johnson, Amanda, 235, 235–236 Johnson, Kevin, 578 Jones, Zamira, 593–594 Jordan, Kim, 290 Jordan, Michael, 477 Juran, Joseph M., 63 K Kahneman, Daniel, 241, 261 Kalanick, Travis, 153, 230 Kamprad, Invar, 290 Kangur, Karl, 515 Kanne, Leo, 365 Kantor, Rosabeth Moss, 120 Kaplan, Ethan, 184 Kaplan, Robert, 645, 648 Karan, Donna, 477 Kardashian West, Kim, 159 Kasriel, Stephane, 532 Kato, Maria, 195, 195 Katz, Robert, 19 Katz, Sofra, 4 Katzenbach, Jon R., 505 Kavanaugh, Brett, 383 Keller, Gary, 343 Kelley, David, 397 Kelly, Gary, 171, 467 Kennedy, Anthony, 435 Kennedy, Kathleen, 11 Kenrick, Douglas, 462 Kerber, Angelique, 253 Kerpen, Dave, 618, 674 Khan, Hani, 433 Khosrowshahi, Dara, 514 Kim, Joon, 113, 114 King, Martin Luther, Jr., 564, 565 King, Stephen, 477 Kinicki, Angelo, 139, 144–145, 149–150, 220–221, 229, 232, 388, 520, 584, 648 Kinicki, Joyce, 220–221, 229 Kirn, Walter, 350 Kohlberg, Laurence, 97 Kokoszka, Dianna, 343 Kotter, John, 538 Kovacevich, Richard, 318, 319 Kozinski, Alex, 27 Kruger, Justin, 573 Kullman, Ellen, 266 L Lacob, Joe, 253 Lagarde, Christine, 27 Lamb, Shane, 342 Lampert, Edward, 73, 74 Lao-Tzu, 541 Latham, Gary, 475–477 Lau, Jason, 595 Lauer, Matt, 27 Lawrence, Amanda, 169–170, 170 Lawrence, Paul R., 313 Lee, Eugene, 385, 385 Leibsohn, Tracy, 609, 609 Lengel, Robert, 586 Leung, Joseph, 475 Levine, James, 27 Levy, Dan, 519 Lewin, Kurt, 384, 384–385 Lewis, Michael, 253 Lightner, Candy, 564 Linville, Charlie, 412 Locke, Edwin, 475–477 Lombardi, Vince, 528 Lopez, Paola, 475 Lord, Katie, 87, 87–88 Lorsch, Jay W., 313 Louis C. K., 27 Loveman, Gary, 252 Lura, David, 333 M Ma, Jack, 119 Machiavelli, Niccolò, 545 Mackey, John, 472, 566 Maimane, Mmusi, 294 Malone, Michael, 254 Maltby, Lewis, 93, 680 Manfred, Rob, 40 Manjoo, Farhad, 200 Margulies, Josh, 566, 566 Martz, Gayle, 13 Maslow, Abraham, 52, 461, 461–462 Mayer, Marissa, 532 Mayo, Elton, 52, 52 Mazliah, Mandy, 189 McChrystal, Stanley, 5 McClelland, David, 463, 463–464 McCord, Patty, 295 McDonald, Bob, 576, 577 McDonald, Paul, 122 McDormand, Frances, 653 McFarland, Billy, 627–628 McGraw, Tim, 184 McGregor, Douglas, 53 McGuffey, Spencer, 20 McKinnon, Gary, 610 McKnight, William, 395 McLuhan, Marshall, 119 McNamara, Mike, 644 McNamara, Robert, 56 Medvetz, Tim, 412 Al Mehairbi, Ayesha, 655–656, 656 Merkel, Angela, 135, 548, 548 Merlo, Larry, 287 Michel, Aaron, 34 Miliband, David, 551 Miller, Herman, 507, 659 Miller, Peter, 283 Mintzberg, Henry, 15–17 Mirmelstein, Ian, 320 Missal, Michael, 577, 578 Molinaro, Vince, 396 Mong Koo, Chung, 657 Monkelien, Cameron, 53, 53 Montgomery, Scott, 45 Mooney, Andy, 184, 185 Morin, Brit, 595 Morrison, Denise, 13 Moscoso, Dora, 326 Mostrom, Donna, 582–583, 583 Mueller, Mattias, 585 Mulally, Alan, 539, 541 Munsterberg, Hugo, 51 Murray, Robert E., 98, 99 Musk, Elon, 171, 179, 221–224, 222, 245–246, 258, 264, 474, 535, 678–679 Mycoski, Blake, 100, 544 N Nadella, Satya, 12, 223, 570, 573 Nagata, Osamu, 197 Nanus, Burt, 564 Neff, Kristen, 403 Negroponte, Nicholas, 121 Neilson, Ian, 294 Nelson, Rashon, 578 Nemeroff, Wayne, 491 Newman, Will, 634, 634 Niccol, Brian, 406 Nickel, Kimberly, 636 Nooyi, Indra, 395, 564 Norton, David, 645, 648 Novakovic, Phebe, 544 O Obama, Barack, 132, 433, 576, 590 Obama, Michelle, 433 Oldham, Greg, 479Name Index IND3 NAME INDEX O’Neill, Chris, 192 O’Reilly, Bill, 107 Osborn, A. F., 269 P Page, Larry, 222, 224, 304 Parker, Mark, 11, 541 Parson, Bob, 645 Patel, Shirali, 480 Pauling, Linus, 229 Pelen, François, 232 Pelosi, Nancy, 590 Perry, Rick, 98, 99 Peters, Lulu Hunt, 423 Peters, Tom, 44, 312 Pfeffer, Jeffrey, 62, 251–252 Pichai, Sundar, 17 Pickens, T. Boone, 104 Pilarski, Jan, 229 Pitino, Rick, 113 Pitt, Brad, 253 Plato, 270 Porath, Christine, 430 Porcini, Mauro, 395 Portalatin, Julio, 24 Porter, Michael, 190, 190, 191, 206–208 Pouts, Patrice, 232 Q Quillen, Anita-Maria, 177 Quincey, James, 239 Quinn, Dan, 253 R Rao, Anand, 263 Rao, Tulsi, 513–514, 514 Ratajkowski, Emily, 627 Raynor, Michael, 44 Reardon, Kathleen Kelly, 286 Reich, Robert, 332 Reilly, Ed, 15 Reynolds, Diamond, 600 Rice, Condoleezza, 114 Richard, Tim, 475 Richler, Noah, 547 Rihanna, 158–159 Rippentrop, Ashley, 64, 64 Robinson, Cameo, 453 Robinson, David, 114 Robinson, Donte, 578 Rockwell, Sam, 653 Roe, Phil, 590 Rogers, Carl, 594 Rolling Stones, 184 Rome, Carey, 515 Rometty, Virginia “Ginni,” 4, 11, 258, 258, 531 Roosevelt, Theodore, 477 Rose, Charlie, 27 Rosenfeld, Irene, 4 Rowe, Anita, 432 Rowling, J. K., 221 Rubin, Andy, 227 Rutledge, Thomas, 7, 7 Ryan, Paul, 577 Ryan, Richard, 464–465 S Saban, Nick, 551 Salzmann, Ben, 288 Samuelson, Paul, 102 Sandberg, Sheryl, 81, 546, 552 Sanders, Bernie, 594 Sapiro, Aaron, 591 Schein, Edgar, 283, 300 Schilling, Curt, 628–629 Schmidt, Eric, 304 Schnitzer, Raphael, 232 Schott, Greg, 283 Schrodt, Steven, 318 Schroeter, Martin, 531–532 Schulte, Josephine, 167, 167–168 Schultz, Howard, 240, 241, 564 Schwab, Klaus, 381 Schwartz, Barry, 8 Scully, John, 565 Segal, Bryan, 607 Self, Bill, 113 Selig, Bud, 39, 40 Seligman, Martin, 491 Selye, Hans, 442 Senge, Peter, 66 Sewell, Terri, 453–454 Sharma, Anshu, 200 Sharp, Isadore, 660 Shaw, George Bernard, 424, 595 Shewart, Walter, 63 Shineski, Eric, 576 Shkreli, Martin, 96, 96, 545 Shulkin, David, 576–577 Silverman, Josh, 312 Simon, Herbert, 244 Simons, Russell, 27 Singh, Yuvraj, 83–84, 84 Skinner, B. F., 483 Slaughter, Anne Marie, 428 Sloan, Timothy, 319, 320 Smisek, Jeff, 536 Smith, Brenton, 439, 439 Smith, Claye, 268–269, 269 Smith, Douglas K., 505 Smith, Fred, 222 Smith, James, 361 Smith, Will, 528 Solomon, Susan L., 13, 13–14 Spacey, Kevin, 27 Spahn, Jens, 548 Spaulding, Charles Clinton, 49 Spiegel, Evan, 173 Spreitzer, Gretchen, 389, 430 Stalker, G. M., 312 Starr, Stephen, 627 Steele, Adam, 515 Steib, Mike, 513 Steiner, René, 30 Stewart, Martha, 549 Stogdill, Ralph, 544 Stringer, Howard, 401 Stringer, Scott, 500 Stumpf, John, 319 Sullivan, John, 329, 330 Surowiecki, James, 266 Sutton, Robert, 62, 251–252 Sutton, Sara, 532 Sweeney, William, Jr., 114 Swift, Taylor, 185, 540 Syse, Henrik, 106 T Tachibana, Akito, 198 Tannen, Deborah, 599 Taylor, Frederick W., 47–48, 48, 655 Tenbrunsel, Ann E., 28 Thaler, Richard H., 60 Thiry, Kent, 588 Thompson, Klay, 253, 253 Thompson, Renee, 372 Thomson, Sherry, 325–326 Thorndike, Edward L., 483 Thornton, John, 393 Tidmarsh, Chris, 229–230 Tinsley, Lina, 181 Titus, Mark, 113 Tobin, Justin, 674 Toyoda, Akio, 193 Trebeck, Alex, 515 Trudeau, Justin, 547–548, 548 Trzaska, Steven, 407 Tulgan, Bruce, 150 Turnbull, Alex, 192 Tynan, Kevin, 679 U Ulukaya, Handi, 104 U2, 184 V Vaccaro, Sonny, 112 Valdez, Arthur, 373 Vaughn, Stevie Ray, 184 Ventrone, Melissa, 611 von Furstenberg, Diane, 674 Vroom, Victor, 473–475 W Wahlberg, Mark, 265 Walker, Brian, 507 Walker, Shantel, 499 Walsh, Marty, 256 Walters, Casey, 296, 296–297 Warren, Elizabeth, 256 Waterman, Robert, 312 Waters, Maxine, 454 Watson, Thomas J., 200 Weber, Max, 50 Wei, Cheng, 153, 154 Weihenmayer, Erik, 425, 425 Weiniger, Judy, 337 Weinstein, Harvey, 27, 27, 247 Welch, Jack, 217, 218, 281, 324, 641 Welch, Suzy, 281 West, Gil, 6 Weyeneth, Taylor, 333 Whitman, Meg, 4, 551, 565 Wicks, Judy, 78 Wilczek, Ashley, 264 Williams, Danielle, 248, 248 Willis, Bruce, 265 Wilson, Brett, 282, 283 Winfrey, Oprah, 86, 221, 222, 224 Winterkorn, Martin, 585, 585 Wise, Terrence, 499 Wolfers, Justin, 60 Wood, Lowell, 229, 229 Wozniak, Stephen, 224, 264 Wright, Mary, 569, 569 Y Yang, Wenjing, 141–142, 142 Yerlan, Lisa, 285 Z Zuckerberg, Mark, 81, 104, 158, 521, 590 Zwilling, Martin, 594ORGANIZATION INDEX Organization Index IND5 A ABB Consulting, 659 Abbott Laboratories, 353 Abercrombie & Fitch, 433 Accenture, 263, 324, 346, 348, 489 Ace Hardware, 658 Acer, 207 Acuity Insurance, 288 Adam Opel AG, 130 Adelphia, 95, 106 Adidas, 112, 113, 642 Adobe Systems, 324, 346 The Adolphus, 84 Advocate Health Care, 121 Aerospace Industrial Development, 310 Aetna, 121, 205, 653 Aflac, 488 AIG, 287 Airbnb, 22–23 Airbus, 659 Akron-Canton Regional Foodbank, 65 Alcoa, 393 Aldi Nord, 123 Alibaba, 119 Allen Institute, 262 Allied Signal, 169, 209, 662 Alphabet Inc., 123, 200, 263, 304, 437 Alstom, 217, 218 Amazon acquisitions by, 121, 205, 308, 389 Big Data used by, 62 brand recognition, 189 competition for, 73, 83, 160 continuous improvement at, 658 corporate-level strategy of, 191 decision making at, 245 delivery system, 384 drone delivery by, 644 hierarchy culture of, 289 history of, 4–5, 119, 230 innovation at, 384, 395 in Internet economy, 200 inventory control by, 642 leadership of, 13 minimum wage at, 462 monitoring of workers by, 295, 680 noncompete agreements and, 373 overseas operations, 127 ranking for employment attractiveness, 30 retail partnerships with, 74 tax breaks for, 85 American Airlines, 391 American Apparel, 124 American Express, 16, 67, 351, 504, 662 American Federation of Teachers, 84, 362 American Institute of Architects, 6 American Management Association (AMA), 15, 21 American Medical Association, 371 American Psychological Association, 457 American Red Cross, 202 Amersham, 217 Andreesen Horowitz, 81 Anheuser-Busch InBev, 121, 121, 123, 396 Aon Hewitt, 426, 468 Apollo Global Management, 123 Apple Inc. brand recognition, 189 celebrity influence on, 540 Chinese ban of, 382 diversity and, 453 driverless cars and, 381 headquarters, 227 history of, 305 innovation by, 161, 393, 395 in Internet economy, 200 leadership of, 11 learning culture at, 67 mindfulness training at, 16 as multinational corporation, 123 open office settings at, 55 overseas operations, 123, 127 ranking for employment attractiveness, 30 response to customer complaints, 230 retail boutiques for, 194 stretch goals and, 476 supply chain, 126 Aqua America Inc., 615 Arizona State University, 34–35, 35, 235, 462, 578, 608, 644 AstraZeneca, 186 AT&T, 67, 119, 376, 390, 439, 490 Atlanta Falcons, 253 Aurora Health Care, 121 Autodesk, 490 Autoliv, 191 Automattic Inc., 310 AutoNation Inc., 338 B Bain & Company, 202 BamTech, 40 Bank of America, 82, 134, 453, 607 Barclays, 330 Barrick Gold Corp., 393 Baxter International, 288–289 BDT Capital Partners, 81 Bell Telephone Labs, 63 Ben & Jerry’s Ice Cream, 78, 123 Bentley, 130 Berkshire Hathaway, 123, 304 Bessemer Trust, 190 Best Buy, 194, 613–614 Better World Books, 78 B.F. Goodrich, 391 Bic, 207 Bidvest, 644 Bill and Melinda Gates Foundation, 81, 104 Blessing White, 427 Blinds.com, 491 Blizzard Entertainment, 165–166 Bloomberg Philanthropies, 255 BlueCrew, 330 BNSF Railway Company, 549 Bob Evans Farms, 645 Boeing Co., 83, 310, 476, 504, 659 Bombardier, 310, 310 Borders, 160 Boring Co., 222 Bosch, 397 Boston Consulting Group, 204–205, 324, 489, 490 Box, 78 Box House Hotel, 22 BP, 123, 261, 379 Bridge Worldwide, 665 Bristol Tennessee Essential Services (BTES), 654 Brit + Co., 595 Buffer Technology, 472–473 Büler North America, 30 Bumble Bee, 298 Burger King, 73, 123, 130, 499 Butterfly Petals, 236 C Cabela, 379 Cabify, 154 Campbell Soup, 13 Canon, 407 Capital One, 254, 294–295 CareerBuilder, 602, 608 Cargill, 147, 482 Caribou Coffee Company, 205 Carl’s Jr., 499 Carmike Cinemas, 190 Case Western University, 342 Catalyst, 81 CA Technologies, 602 Caterpillar, 128 Catholic Health Initiatives, 121 Centers for Disease Control and Prevention (CDC), 441 Changan Ford, 130 Charter Communications, 7, 82 Cheesecake Factory, 488 Chevron, 123 Chicago Blackhawks, 253 Chick-fil-A, 130, 289 China Investment Company (CIC), 127 Chipotle Mexican Grill, 405–406, 499 Church of Latter Day Saints, 123 Cigna, 346 Cisco Systems, 123, 200, 444, 504, 517 Citibank, 73 Citigroup, 134, 490, 549, 653 citizenM, 22 Citrix, 373 Civilian American and European Surface Anthropometry Resource Project (Caesar), 454 Cleveland Clinic, 285 Coca-Cola Company, 50, 89, 103, 127, 164–165, 167, 189 Cold Stone Creamery, 130 Comcast, 82 Compaq, 222 Compose, 330 ConAgra, 161 Conference Board, 468 Confinity, 222 Container Store, 467, 490 Continental Lite, 191 Coopers & Lybrand, 333 Copilot Labs, 391 Corning, 395 Costco Wholesale, 121, 211 Crédit Mobilier, 96 Credit Suisse Research Institute, 435 Cumulus Media Inc., 293 CVS, 121, 201, 205, 287, 395 CyberCoders, 342 D Daimler, 445, 658 Dale Carnegie Training, 130 Dasani, 207 DaVita Medical Group, 121, 251, 588, 590 DDG, 674 DeepMap, 227 Deliv Inc., 254 Dell, 121, 204–205 Deloitte, 30, 78, 189, 346, 444 Deloitte & Touche, 437 Delta Airlines, 5–6, 62, 278 Department of Commerce, 132 Department of Defense, 56 Department of Education, 114–115 Department of Energy, 98–99 Department of State, 148 Department of Transportation, 484, 685 Department of Veterans Affairs, 576–578 Deutsche Bank, 217ORGANIZATION INDEX IND6 Organization Index FatWallet, 665 Federal Aviation Agency (FAA), 86, 454 Federal Bureau of Investigation (FBI), 30, 112–114, 594 Federal Reserve Bank, 306 Fédération Internationale de Football Association (FIFA), 154–155 FedEx, 56, 57, 201–202, 488, 633 FEED, 553, 553–554 Fender Musical Instruments Corporation, 184–185 Fenty Beauty, 158–159 Fenway Sports Management, 40 Fiat Chrysler, 177, 381 Fidelity Investments, 487 Food and Drug Administration (FDA), 585, 634 Ford Motor Co. culture of blame at, 539 customer divisions, 305–306 driverless cars developed by, 198, 381 execution strategy by, 210 focused differentiation by, 208 joint ventures involving, 130 matrix structure of, 307 mindfulness training at, 16 as multinational corporation, 123 overseas operations, 127 psychometric testing by, 549 statistical techniques used by, 56 Forever 21, 171 Forrester Research, 24 Four Seasons Hotels and Resorts, 660 Foxconn, 382 Fox News, 107 Fyre Fest, 627–628 G Gallup, 421, 427, 471, 490, 493 Gap Inc., 346, 392, 465 GE Digital, 330 Geely, 130 Genentech, 324, 488, 490 General Electric (GE), 123, 124, 127, 217–218, 304, 310, 391, 397, 398, 504, 662 General Mills, 16–17 General Motors competition for, 198 decentralized authority and, 303 innovation by, 398 investments by, 381 joint ventures involving, 130 leadership of, 4, 11, 16, 19–21 as multinational corporation, 123 recalls by, 379 stockholders of, 80 Georgia Power, 6 Gildan Activewear, 124 GitHub, 602 Gizmodo, 382 Glassdoor, 70, 328, 330, 608 gloStream, 313 GMinc, 13 GoDaddy, 645 The Go Game, 504 Golden State Warriors, 253, 253 Goldman Sachs, 16, 30, 97, 134 Goodwill Industries, 478 Google antitrust lawsuit against, 91 artificial intelligence and, 264 brand recognition, 189 corporate wellness programs at, 446–447 Development Dimensions International (DDI), 546 DHL, 644 Dicks Sporting Goods, 379 Didi Chuxing, 153–154 Dignity Health, 121 Discogs.com, 255 Discover, 73 DISH Network, 82 Diversified Engineering & Plastics (DER), 177 Dove, 596 Dow Chemical, 103 DraftKings, 227 Dribble, 602 Drug Enforcement Administration (DEA), 262 Dunkin Donuts, 206 Du Pont, 129, 662 E eBay, 119, 222 Edward Jones, 324, 345, 488 Egnyte, 373 Eileen Fisher, 382 Eli Lilly, 186 Embrace Innovations, 674 EMC, 121 EndoStim, 310 Engagement Labs, 607 Enron, 95, 106 Enterprise Rent-A-Car, 327 Environmental Protection Agency (EPA), 27, 92, 585 Equal Employment Opportunity Commission, 336, 337, 356, 433, 439, 453 Equifax, 107, 256, 610 Ernst & Young, 30, 155 ESPN, 113, 628–629 Essential, 227 Estée Lauder, 342, 351 EthicalSystems.org, 28 Ethics Resource Center, 93 Etsy, 194, 203, 312 European Food Safety Authority, 634 European Union (EU), 91, 118, 134–135 Evernote, 192 Excellence Health Inc., 338 Exel Logistics, 662 Expedia, 514 ExxonMobil, 123, 549 F Fabulus, 251 Facebook board of directors at, 81 conflict at, 521 customer views of, 82 cyberbullying on, 360 diversity and, 453 in Internet economy, 200 live streaming feature, 600 manager’s behavior and, 382 media richness of, 587 misuse of users’ personal data by, 611 onboarding at, 340 profits and, 324 recruitment on, 328, 330, 601, 602 strategy for, 158 team building at, 504 transfer of employees at, 351 workplace design, 492 Fair Labor Association (FLA), 642 discrimination claims against, 437 diversity and, 453 driverless cars developed by, 89, 198, 381 employee benefits at, 324, 468 evidence-based decisions by, 251 functional management at, 13 gratitude and, 492 informal learning at, 506 informational roles at, 17 in Internet economy, 200 learning from failure, 66 organizational structure of, 304 ranking for employment attractiveness, 30 rules for being a better manager, 250, 250 soft skills valued by, 21 stretch goals and, 476 team building at, 504, 513 on team voice, 520 Google News, 160 GoPro, 606 Green Bridge Growers, 229 Grey Group, 492 Groove HQ, 192 Groupe Point Vision, 232 GrubHub Seamless, 161 Guidant Corp., 504 H Haier, 124 H&M, 634 Harley-Davidson, 303 Harrah’s, 252 Hawker de Havilland, 310 The Hay-Adams, 84 Hay Group, 457 HD Supply Holdings Inc., 107 Health Canada, 634 Heart to Heart, 202 Heineken, 128, 398 Hertz, 130 Hewitt Associates, 427 Hewlett-Packard (HP), 4, 68, 286–287, 305, 549 Hi5, 601 Hilton, 22, 84, 130, 332, 490 Hitachi, 126 Hoku Materials, 85 Hollister, 433 Home Depot, 207 Home Mortgage Alliance, 539 Honda, 128 Honeywell International, 169, 209, 391 Hope Lab, 375 Hotel Rex, 462 Houston Astros, 253 HP Labs, 255 Hubspot, 482 Hunks Hauling Junk, 287 Hyatt, 22, 84, 324 Hyundai Motor Co., 657–659 I IBM annual performance reviews, 640 artificial intelligence and, 342 career planning at, 447 diversity and, 437 employee benefits at, 248 family leave policies, 439 history of, 531 Institute for Business Value, 472ORGANIZATION INDEX Organization Index IND7 leadership of, 4, 11, 200 organizational development and, 389 patents received by, 407 personality trait analysis by, 336 Smarter Workforce Institute, 472, 532 social media policy at, 613 teams at, 531–532 IDEO, 396, 397 iFlipd, 192 IKEA, 127, 207, 290 Indeed.com, 602 Indiana Automotive, 103 Instagram, 395, 606 Institute for the Future, 122–123 Intel Corporation, 16, 57, 121, 123, 200, 223, 453, 614, 662 Inter-American Development Bank, 326 Internal Revenue Service (IRS), 98, 232, 233, 306 International Centre for Settlement of Investment Disputes, 147 International Monetary Fund (IMF), 27, 118, 133, 133 International Organization for Standardization (ISO), 65, 663 International Red Cross, 123 ITT, 40, 391 J JAB Holdings, 205 Jaguar, 130 Jazz Forest Products, 333 Jellybooks, 255 JetBlue, 255 Jet.com, 121, 227 Jiffy Lube, 190 Jimmy John’s, 499 Jim’s Formal Wear, 477 Jobbatical, 117 Jobvite, 487 John Deere, 645 Johnny Rockets, 26 Johnson & Johnson, 346 Joie de Vivre (JDV), 462 JPMorgan Case, 30, 97, 549, 607 Juniper Networks, 395–396 Justice Department, 262 K Kaiser Permanente, 372 Kaplan, 490 KASO Plastics, 83 Kauffman Firm, 233 Kayak, 286 Keller Williams Realty, 343 Kentucky Fried Chicken (KFC), 644 Kessler Foundation, 436 Keurig Green Mountain, 205 Kia Motors, 658, 659 Kickstarter, 86, 605 Kimley-Horn, 324 Kimpton Hotels & Restaurants, 324, 490, 554 KKW Beauty, 159 KLM Royal Dutch Airline, 607 Kmart, 73, 303 Kohl’s, 83 Kontakte, 601 Korean Air, 521 KPMG, 4 Krispy Kreme Doughnuts, 205 Kronos, 474 Kylie Cosmetics, 159 L La Boulange, 241 Lamborghini, 130 Land Rover, 130 LEDI Technology, 154 Lee Spring, 421 Lego AS, 311 Lenovo, 531 Likeable Local, 618, 674 LinkedIn, 16, 121, 328, 329–330, 334, 417, 587, 601 Liquid Comics, 377 LiveNation, 84 L.L. Bean, 171 LobbyFriend, 23 Lockheed Martin, 4, 637 L’Oreal, 159, 407 Lowe’s, 642 Lucasfilm, 11 Lucid Software, 491 Lush Ltd., 208 LVMH, 158, 159 Lyft, 20, 199–200, 332, 381 M Macy’s, 83, 193–195, 194, 252, 382 Major League Baseball (MLB), 39–40, 253 Maktoob, 601 Management Innovation Lab, 61 Marjory Stoneman Douglas High School, 379 Marriott International, 84, 252, 312 MARS, 181, 459 Marvel Studios, 395 Mascoma Savings Bank, 464 Massage Envy, 130 MassMutual, 339 Mattel, 160 Maverik, 208 McDonald’s, 50, 82, 206, 303, 439, 459, 499, 614, 662 McGraw-Hill Education, 123, 192 McKennson, 123 McKinsey & Co., 25, 505 McKinsey Global Institute, 296 Mediabistro, 602 Men’s Wearhouse, 504 Mercer Consulting, 24 Messier-Dowty, 310 MetLife, 453 Metropolitan Transportation Authority (MTA), 276–277 Mic, 284 Michelin, 61 Microsoft artificial intelligence and, 262 brand power of, 189 check in system at, 346 competitive advantage for, 200–201 founder of, 104 in-house researchers at, 223 investment in employees at, 324 learning and development at, 342 mergers involving, 121 overseas operations, 123 recruitment by, 252 MidwayUSA, 654 Midwood Ambulance, 595 Mint, 650 Mitsubishi, 284, 310 MLB Advanced Media (MLBAM), 39–40 MobileEye, 121 Moes, 406 Mondelez International, 4 Monsanto, 96 Monster.com, 328, 602 Morgan Stanley, 134 Mothers Against Drunk Driving, 87 Motorola, 662 MuleSoft, 283 Mylan, 82 N NASA, 636, 637 National Basketball Association (NBA), 112, 113, 253, 395 National Collegiate Athletic Association (NCAA), 112–114 National Education Association, 84 National Football League (NFL), 253 National Highway Traffic Safety Administration (NHTSA), 633 National Labor Relations Board (NLRB), 354, 362, 365 National Marrow Donor Program (NMDP), 647 National Organization for Women, 87 National Rifle Association, 87 National Workrights Institute, 93 Nature Conservancy, 103 NEC, 126 Netflix, 81, 109, 126, 205, 295, 395 Neuralink, 222 Neutrogena, 191 New Belgium Brewery, 290, 382 New Brunswick Power, 325 The Newspaper Guild, 84 New York City Transit Authority (NYCTA), 277 New York Stem Cell Foundation (NYSCF), 13–14 New York University (NYU), 291 New York Yankees, 253 Nieman Marcus, 488 Nike, 11, 16, 30, 112, 113, 294 Nomadic VR, 227 Nordstrom, 351, 488, 519, 660 Norton, 610 Novartis, 604 O Oakland Athletics, 253 Occupational Safety and Health Administration, 98 Olympic Regional Development Authority, 277 Open AI, 222 Optinose, 283 Oracle, 4, 123, 200 Orkut, 601 Oscar, 227 Outback Steakhouse, 459 OXO, 293–294 P Pacific Gas & Electric, 477 Pacific Investment Management Company (Pimco), 453 Palantir Technologies, 81 Panera Bread, 205, 406 Papa John’s, 499 Patagonia, 382, 395 PathSource, 34 PayPal, 222, 222 Peet’s Coffee & Tea, 205 Pegatron, 382ORGANIZATION INDEX IND8 Organization Index Treehouse, 43 TubeMogul, 282, 283 Turing Pharmaceuticals, 96, 545 21st Century Fox, 205 Twitter, 255, 328, 360, 587, 602 Tyco, 95, 106 U Uber business model, 20 competition for, 153–154, 160 competitive advantage for, 161, 199, 200 driverless cars developed by, 381, 633 drivers guild, 365 extrinsic rewards and, 459 market culture at, 289 partnerships with, 73 profit for drivers, 332 scandal at, 247 technology and, 230 Udacity, 227 Ultimate Software Group Inc., 324, 415, 439–440 UnderArmour, 73, 112, 113, 128, 606 Unilever, 78, 123, 140 Uniqlo, 634 United Airlines, 82–83, 278, 295, 685 United Auto Workers, 84, 362 UnitedHealth Group, 121, 490 United Nations, 103–104, 148, 553 United Technologies, 205 University College London, 120 University of Michigan, 398 UPS, 56, 201, 254, 327, 327, 633, 638–639 Uptake, 227 U.S. Bank, 219 U.S. Grant, 84 V Vanguard Group, 191 Vauxhall Motor Cars Ltd., 130 Venmo, 650 Verizon, 610 Virgin Group Ltd., 223, 377, 377, 618 Visto, 329 Vitamin Water, 607 Vodori, 481–482 VoiceOps, 227 Volkswagen collaboration at, 604 emissions scandal, 27, 92, 284, 476, 585 as multinational corporation, 123 organizational demands at, 445 promotion of sales, 606 research and development spending by, 198 subsidiaries of, 130 transfer of employees at, 351 Volvo, 130, 191 Vox Media, 227 Vynamic, 445, 603 W Wagamama, 659 Walgreens, 202 Walmart acquisitions by, 121 competition for, 83 cost-leadership strategy of, 207 customer views of, 82 Seven & i Holdings, 124 Seventh Generation, 382 Shanghai Automotive Industry Group, 130 Sherpa’s Pet Trading Co., 13 Shuddle, 199, 200 Siemens, 378, 506 SinoPec Group, 123 Slack, 595 Smithfield, 365 Snapchat, 173 Society for Human Resource Management, 98, 329, 428, 429 SolarCity, 222, 222 Sonic Drive-In, 130 Sony Corp., 126, 401 Southwest Airlines, 170, 170–171, 191, 202, 467, 492, 639, 685 SpaceX, 171, 222, 222, 224, 224, 395 Spirit Airlines, 82 Spotify, 62, 395, 482 Sprint, 351 Square, 395 Starbucks Coffee, 161, 205–207, 240, 240–241, 382, 439, 472, 499, 524, 578–579 StarKist, 298 Starwood, 84 State Grid, 123 Stitch Fix, 395 Stora Enso, 388, 388 Strategic Management Society, 190 Stripe Inc., 230, 233 StubHub, 84 Studio 904, 659 Subaru, 103 SunTrust Banks Inc., 653 Sustainability Accounting Standards Board, 664 T Taco Bell, 406, 499 Takata, 632, 633 TalentNet, 602 Target, 16, 255, 373, 610, 644 Tata, 130 Taxify, 161 TDIndustries, 570 Teamsters Union, 84, 362 Teavana, 241 Technossus, 595 Tencent, 395 Terrible Herbst, 207–208 Tesco, 596 Tesla, 89, 179, 179, 198, 222, 222–223, 381, 474, 678–679 Texaco, 128 Texas Instruments, 391 Theranos Inc., 585 3M, 476, 662 TIAA, 444 TicketMaster, 84 Time Warner, 207 Timex, 203, 207 Tolko Industries Ltd., 647 TOMS Shoes, 100, 249, 544, 606 Tornier, 175, 477 Toronto-Dominion Bank (TD), 607 Toyota Motor Corp., 123, 177, 193, 197–198, 198, 379, 381, 656 Toys R Us, 377, 475 Trader Joe’s, 123, 161, 660 Transamerica Center for Retirement Studies, 421 People for the Ethical Treatment of Animals (PETA), 87 PepsiCo, 89, 120, 393, 395, 398, 437, 564, 634 Periscope, 600 PetroChina
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