Documentos de Académico
Documentos de Profesional
Documentos de Cultura
Dr Michael Smets
November 2014
Nordstrom: Dissension in the Ranks
KPIs
customer loyalty
sales turnover
sales per sqf
Nordies
perform costumer ‘heroics’
locate stock requested by customers
work with buyers to ensure suitable stock
SPH provides:
direct measure of sales productivity (individuals, dept’s, stores)
indirect measure of customer satisfaction
indirect measure of customer loyalty
Further, SPH:
gives high performers recognition by posting SPH figures & at
sales meetings
identifies high performers for promotion and advancement
deals with adverse selection by weeding out underperformers
Only works
because of
Extrinsic Intrinsic
Pay (SPH) Team Spirit
Discounts Recognition
SPH as Diagnostic Control Motivational, Public Goals
System Autonomy
Feedback & Reinforcement Empowerment
Fear Growth Opportunities
Selection
Effort
Employee expects that
effort will make a
difference to
performance
Performance
Employee expects that
effective performance
will produce rewards
Reward
Employee expects that
the rewards resulting
from performance are
Personal those sought and valued
Goal
Motivation – Dr Michael Smets, November 2014 9
The Job Characteristics Model
Skill Variety
Task Identity Meaningfulness
Task Significance
Self-actualisation
Autonomy
Responsibility
Responsibility
Feedback Knowledge of
results
10
Motivation – Dr Michael Smets, November 2014
How to Create Enriching Jobs?
Source: J. R. Hackman and J. L. Suttle (eds), Improving Life at Work (Glenview, IL: Scott Foresman, 1977), p. 138. Reprinted by permission of Richard Hackman and J. Lloyd Suttle
90
80
77
74
70
63
60 59
50 49
47
40
30
20
10
0
Comfort/Lifestyle Structure Relationships Recognition Power Autonomy/Growth
Belief Systems
Core values of how employees should act
Boundary Systems
Guidelines for managers, especially first line.
Punish offenders (managers) who try to abuse system
Internal Controls
Clear distinction between sell and non-sell time
Avoid potential sharking