组织与管理简介.pptVIP

4. Contemporary Issues in Control Cross-Cultural Issues The use of technology to increase direct corporate control of local operations Legal constraints on corrective actions in foreign countries Difficulty with the comparability of data collected from operations in different countries. 討論：外商公司360度考核 * Workplace Concerns Workplace privacy versus workplace monitoring: E-mail, telephone, computer, and Internet usage Productivity, harassment, security, confidentiality, intellectual property protection. eg. 轉寄公司策略，上網，工研院 Top 5, 電子監控系統，凡走過必留痕！ Employee theft The unauthorized taking of company property by employees for their personal use. Workplace violence Anger, rage, and violence in the workplace is affecting employee productivity. eg. Road rage. * Types of Workplace Monitoring by Employers * Control Measures for Employee Theft or Fraud * Workplace Violence Witnessed yelling or other verbal abuse 42% Yelled at co-workers themselves 29% Cried over work-related issues 23% Seen someone purposely damage machines or furniture 14% Seen physical violence in the workplace 10% Struck a co-worker 2% Source: Integra Realty Resources, October-November Survey of Adults 18 and Over, in “Desk Rage.” BusinessWeek, November 20, 2000, p. 12. * Control for Deterring or Reducing Workplace Violence * Customer Interactions Service profit chain: Is the service sequence from employees to customers to profit. * * 服務利潤鏈 * * 留住顧客 * 再光顧 * 介紹其他顧客 * 服務顧客的 結果 * 設計及提供服務 以滿足目標顧客的 需求 * 工作環境的設計 * 工作設計 * 員工的評選與發展 * 獎勵表揚員工 * 顧客服務的工具 Corporate Governance The system used to govern a corporation so that the interests of the corporate owners are protected. Changes in the role of boards of directors Increased scrutiny of financial reporting (Sarbanes-Oxley Act of 2002) More disclosure and transparency of corporate financial information Certification of financial results by senior management * * 1. Case study: a manager’s dilemma (p.414) (1) Identify and articulate business problems (2) Gather