QUESTIONS TO DEBATE Chapter 12, Instructor’s Manual

1. Why have many organizations found that worker “loyalty” promotes customer “loyalty”? Are there situations where that might not be true? © 2006 by John R. Griffith and Kenneth R. White

2. Is diversity important in HCOs 2. Is diversity important in HCOs? Why are some ethnic groups underrepresented in higher-paying positions? What are some of the issues in helping women advance in management? © 2006 by John R. Griffith and Kenneth R. White

3. The well-run organization strives for compensation that treats similar positions equitably and that is competitive with similar employment elsewhere. Why? Are you sure you agree? If you have doubts, what are the alternatives? © 2006 by John R. Griffith and Kenneth R. White

4. Most organizations do not score very well when they first install multidimensional measures. Suppose you found yourself in management of an organization that was in trouble on all the balanced scorecard measures of Figure 3.4. How would you start recovery, with operations, finance, workforce loyalty, or customer loyalty? What might a successful strategy look like? © 2006 by John R. Griffith and Kenneth R. White

5. The chapter ends with the words, “any deliberate distortion by any member of management is generally grounds for immediate dismissal.” Why? How can you establish the difference between “deliberate distortion” and “honest mistake?” © 2006 by John R. Griffith and Kenneth R. White