Focus on books

Citation

(2001), "Focus on books", Measuring Business Excellence, Vol. 5 No. 4. https://doi.org/10.1108/mbe.2001.26705dae.001

Focus on books

Trust and Betrayal in the Workplace: Building Effective Relationships in your Organization

D.S. Reina and M.L. Reina Berrett-Koehler 1999 ISBN: 1576750701 $27.95

Contends that downsizings, mergers and acquisitions, backstabbing, breaking promises and other betrayals both small and large have contributed to the erosion of trust in the workplace, and the organization suffers when trust is lacking. Targets human resource professionals, managers and other leaders who have the burden of rebuilding trust in the workplace. Discusses "transactional" trust which is reciprocal and created incrementally, and "transformative" trust, which occurs when the amount of trust within a team or organization reaches a critical point and increases exponentially. Shows how to overcome betrayal: admit there is a problem; acknowledge the pain caused by betrayal; give employees time to grieve or otherwise express their feelings; give support and recognize employees' transitional needs; guide employees by helping them see the big picture; take leadership responsibility for the process; and help people forgive and forget.

Six Sigma: SPC and TQM in Manufacturing and Services

G. Tennant Gower 2001 ISBN: 0566083744 £47.50

Demonstrates that the Six Sigma quality and management programme has been a key basis for the success of multinational companies such as Motorola. Argues that many managers, especially in the service sector, have doubted the efficacy of using manufacturing-based statistical process control techniques, but that they should overcome their scepticism. Gives apt examples of the use of Six Sigma in the service industry. Emphasizes the need for visible leadership from the top management for the initiatives to succeed. Proves useful for quality professionals, senior management and directors, as well as practitioners.