Theessentials of the new workplace a guide to the human impact of modern working practices

P1: JzG

WY047-Holman 0470022159pre September 18, 2004 2:45

The Essentials of the New Workplace

i

P1: JzG

WY047-Holman 0470022159pre September 18, 2004 2:45

ii

P1: JzG

WY047-Holman 0470022159pre September 18, 2004 2:45

The Essentials of

the New Workplace

A Guide to the Human Impact

of Modern Working Practices

Edited by

David Holman, Toby D. Wall and

Chris W. Clegg

University of Sheffield, UK

Paul Sparrow

University of Manchester, UK

and

Ann Howard

Development Dimensions International,

New Jersey, USA

WILEY

iii

P1: JzG

WY047-Holman 0470022159pre September 18, 2004 2:45

Copyright
C 2005 John Wiley & Sons, Ltd, The Atrium, Southern Gate, Chichester,

West Sussex PO19 8SQ, UK

Telephone (+44) 1243 779777

Email (for orders and customer service enquiries): [email protected]

Visit our Home Page on: http://www.wileyeurope.com or http://www.wiley.com

All Rights Reserved. No part of this publication may be reproduced, stored in a retrieval system or

transmitted in any form or by any means, electronic, mechanical, photocopying, recording, scanning or

otherwise, except under the terms of the Copyright, Designs and Patents Act 1988 or under the terms of

a licence issued by the Copyright Licensing Agency Ltd, 90 Tottenham Court Road, London W1T 4LP,

UK, without the permission in writing of the Publisher. Requests to the Publisher should be addressed

to the Permissions Department, John Wiley & Sons Ltd, The Atrium, Southern Gate, Chichester, West

Sussex PO19 8SQ, England, or e-mailed to [email protected], or faxed to (+44) 1243 770620.

Designations used by companies to distinguish their products are often claimed as trademarks. All brand

names and product names used in this book are trade names, service marks, trademarks or registered

trademarks of their respective owners. The Publisher is not associated with any product or vendor

mentioned in this book.

This publication is designed to provide accurate and authoritative information in regard to the subject

matter covered. It is sold on the understanding that the Publisher is not engaged in rendering

professional services. If professional advice or other expert assistance is required, the services of a

competent professional should be sought.

Other Wiley Editorial Offices

John Wiley & Sons Inc., 111 River Street, Hoboken, NJ 07030, USA

Jossey-Bass, 989 Market Street, San Francisco, CA 94103-1741, USA

Wiley-VCH Verlag GmbH, Boschstr. 12, D-69469 Weinheim, Germany

John Wiley & Sons Australia Ltd, 33 Park Road, Milton, Queensland 4064, Australia

John Wiley & Sons (Asia) Pte Ltd, 2 Clementi Loop #02-01, Jin Xing Distripark, Singapore 129809

John Wiley & Sons Canada Ltd, 22 Worcester Road, Etobicoke, Ontario, Canada M9W 1L1

Wiley also publishes its books in a variety of electronic formats. Some content that appears in print

may not be available in electronic books.

Library of Congress Cataloging-in-Publication Data

The essentials of the new workplace : a guide to the human impact of modern working practices /

edited by David Holman ... [et al.].

p. cm.

Rev. ed. of : The new workplace. 2003.

Includes bibliographical references and index.

ISBN 0-470-02215-9 (pbk. : alk. paper)

1. Quality of work life. 2. Job satisfaction. 3. Psychology, Industrial. 4. Work environment.

5. Work design. 6. Human-machine systems. 7. Industrial relations. I. Holman, David (David J.)

II. New workplace.

HD6955.N495 2005

331.2–dc22

2004016048

British Library Cataloguing in Publication Data

A catalogue record for this book is available from the British Library

ISBN 0-470-02215-9

Typeset in 10/12pt Times by Techbooks Electronic Services Pvt Ltd, New Delhi, India

Printed and bound in Great Britain by TJ International Ltd, Padstow, Cornwall

This book is printed on acid-free paper responsibly manufactured from sustainable forestry

in which at least two trees are planted for each one used for paper production.

iv

P1: JzG

WY047-Holman 0470022159pre September 18, 2004 2:45

Contents

List of Illustrations vii

About the Editors ix

List of Contributors xi

Preface xiii

Chapter 1 Introduction to the Essentials of the New Workplace 1

David Holman, Stephen Wood, Toby D. Wall and Ann Howard

Chapter 2 Workers Under Lean Manufacturing 15

Rick Delbridge

Chapter 3 The Human Side of Total Quality Management 33

Richard Cooney and Amrik Sohal

Chapter 4 System Integration in Advanced Manufacturing Technology 51

Waldemar Karwowski and Bradley Chase

Chapter 5 Supply-chain Partnering 67

Maire Kerrin and Bel ´ en Icasati-Johanson ´

Chapter 6 Team Work 91

John Cordery

Chapter 7 Call Centres 111

David Holman

Chapter 8 Knowledge Management 133

Harry Scarbrough

Chapter 9 Employee Involvement: Utilization, Impacts, and

Future Prospects 153

George S. Benson and Edward E. Lawler III

Chapter 10 Managing Virtual Workers and Virtual Organisations 173

David Lamond, Kevin Daniels and Peter Standen

Chapter 11 Organisational Performance and Manufacturing Practices 197

Stephen Wood

P1: JzG

WY047-Holman 0470022159pre September 18, 2004 2:45

vi CONTENTS

Chapter 12 Organisational Performance in Services 219

Rosemary Batt and Virginia Doellgast

Author Index 241

Subject Index 253

P1: JzG

WY047-Holman 0470022159pre September 18, 2004 2:45

List of Illustrations

FIGURES

Figure 2.1 Key organizing principles of lean manufacturing 23

Figure 4.1 A framework for competitive advanced manufacturing enterprise 61

Figure 10.1 Conceptual overview of behavioural issues in teleworking 178

TABLES

Table 1.1 Definition of the modern working practices 2

Table 2.1 Ohno’s comparison of production systems at Toyota and Ford 16

Table 2.2 What is lean production? 18

Table 2.3 MacDuffie’s measures of work systems and HRM policies 24

Table 4.1 The HITOP framework 60

Table 5.1 Features of arm’s-length contract relations and obligational contract

relations 69

Table 5.2 Models of customer–supplier relations 71

Table 7.1 Characteristics of relationships and encounters 113

Table 7.2 Call centre models: “mass service” and “high commitment service” 118

Table 7.3 Individual and collective forms of CSR resistance to management

control 123

Table 8.1 Perspectives on KM 137

Table 8.2 Knowledge management strategies 145

Table 8.3 The future agenda for KM 149

Table 9.1 Surveys used to research EI and organizational performance 156

Table 10.1 Types of telework and sample jobs 176

Table 10.2 Predicting forms of telework from Quinn’s (1988) competing values

framework 180

P1: JzG

WY047-Holman 0470022159pre September 18, 2004 2:45

viii

P1: JzG

WY047-Holman 0470022159pre September 18, 2004 2:45

About the Editors

David Holman is a Senior Research Fellow at the Centre for Organisation and Innovation,

which is part of the Institute of Work Psychology, University of Sheffield. He obtained his

degree in psychology, diploma in personnel management and doctorate from Manchester

Metropolitan University. His main research interests are job design, well-being and emotions

at work, learning at work, and management education and development. He is the author of

Management and Language: The Manager as a Practical Author and has published articles

in the Journal of Applied Psychology, Journal of Occupational Health Psychology, Journal

of Occupational and Organisational Psychology, Human Relations, Management Learning,

Human Factors and Ergonomics in Manufacturing and Applied Ergonomics.

Toby D. Wall is Professor of Psychology at the University of Sheffield, where he is Director

of the Institute of Work Psychology and the ESRC Centre for Organisation and Innovation.

He obtained his first degree and his doctorate from the University of Nottingham. His

main research interests have been in industrial and organisational psychology and have

recently focused on the effects of advanced manufacturing technology and shop floor work

organisation on work performance and strain. His research has appeared in the Journal of

Applied Psychology, the Academy of Management Journal and other leading publications.

He is also the author of several books including The Human Side of Advanced Manufacturing

Technology and Job and Work Design.

Chris W. Clegg is Professor of Organisational Psychology and Deputy Director of the

Institute of Work Psychology at the University of Sheffield. He is a Co-Director of the

ESRC Centre for Organisation and Innovation and Co-Director of the BAE – Rolls-Royce

University Technology Partnership for Design. He currently chairs the Sociotechnical Sub￾Group of the British Computer Society. He holds a BA (Hons) in Psychology from the

University of Newcastle-upon-Tyne and an MSc in Business Administration from the

University of Bradford. He is a Fellow of the British Psychological Society, a Fellow

of the Royal Society of Arts, and a chartered psychologist. His research interests are in the

areas of new technology, work organisation, information and control systems, sociotechni￾cal theory and new management practices. He has published his work in a number of books

and journals.

Paul Sparrow is the Ford Professor of International Human Resource Management at

Manchester Business School. He graduated from the University of Manchester with a BSc

(Hons) in Psychology and the University of Aston with an MSc in Applied Psychology

and was then sponsored by Rank Xerox to study the impacts of ageing on the organisation

for his Ph.D. at Aston University. He has written and edited a number of books including

European Human Resource Management in Transition, The Competent Organization: A

P1: JzG

WY047-Holman 0470022159pre September 18, 2004 2:45

x ABOUT THE EDITORS

Psychological Analysis of the Strategic Management Process, Human Resource Manage￾ment: The New Agenda, International Human Resource Management and Globalizing

Human Resource Management. He has also published articles in leading journals on the

future of work, human resource strategy, the psychology of strategic management, interna￾tional human resource management and cross-cultural management. He is the former Editor

of the Journal of Occupational and Organisational Psychology.

Ann Howard isManager of Assessment Technology Integrity for Development Dimensions

International (DDI), a leading provider of human resource programs and services. She has

served as president of the Leadership Research Institute, a non-profit organization that she

co-founded in 1987. Ann is the author of more than 85 publications on topics such as

assessment centers, management selection, managerial careers, and leadership. She is the

senior author (with Dr Douglas W. Bray) of Managerial Lives in Transition: Advancing

Age and Changing Times, which received the George R. Terry Award of Excellence from

the Academy of Management in 1989. She has edited two books: The Changing Nature

of Work (1995) and Diagnosis for Organizational Change: Methods and Models (1994).

She is a past president of the Society for Industrial and Organizational Psychology and the

Society of Psychologists in Management. Ann received her Ph.D. degree from the University

of Maryland and her MS degree from San Francisco State University, both in industrial

organizational psychology. She holds an honorary doctor of science degree from Goucher

College, where she earned a BA degree in psychology.

P1: JzG

WY047-Holman 0470022159pre September 18, 2004 2:45

List of Contributors

Professor Rosemary Batt, School of Industrial and Labor Relations, Cornell University,

387 Ives Hall, Ithaca, NY 14853, USA

Dr George S. Benson, Department of Management, The University of Texas at Arlington,

College of Business, BOX 19467, Arlington, TX 76019, USA

Dr Bradley Chase, Industrial and Systems Engineering, University of San Diego, 5998

Alcala Park, San Diego, CA 92110–2492, USA

Dr Richard Cooney, Department of Management, Monash University, Caulfield Campus,

27 Sir John Monash Drive, East Caulfield, Victoria 3145, Australia

Professor John Cordery, Department of Organizational and Labour Studies, University

of Western Australia, Nedlands, Perth, WA 6907, Australia

Professor Kevin Daniels, Loughborough University Business School, University of

Loughborough, Ashby Road, Loughborough LE11 3TU, UK

Professor Rick Delbridge, Cardiff Business School, Cardiff University, Colum Drive,

Cardiff CF10 3EU, UK

Virginia Doellgast, School of Industrial and Labor Relations, Cornell University, 387

Ives Hall, Ithaca, NY 14853, USA

Dr David Holman, Institute of Work Psychology, University of Sheffield, Mushroom

Lane, Sheffield S10 2TN, UK

Dr Ann Howard, Development Dimensions International, 21 Knoll Road, Tenafly, NJ

07670, USA

Bel´en Icasati-Johanson, Institute of Work Psychology, University of Sheffield, Mushroom

Lane, Sheffield S10 2TN, UK

Professor Waldemar Karwowski, Center for Industrial Ergonomics, University of

Louisville, Room 445, Lutz Hall, KY 40292, USA

Dr M´aire Kerrin, Department of Psychology, Organisational Psychology Group, City

University, Northampton Square, London EC1V 0HB, UK

Professor David Lamond, Sydney Graduate School of Management, University of

Western Sydney, PO Box 6145, Paramatta Delivery Centre, NSW 2150, Australia

Professor Edward E. Lawler III, Center for Effective Organizations, Marshall School of

Business, University of Southern California, Los Angeles, CA 90089–1421, USA

P1: JzG

WY047-Holman 0470022159pre August 1, 2004 7:48

xii LIST OF CONTRIBUTORS

Professor Harry Scarbrough, Ikon Research Group, Warwick Business School, Warwick

University, Coventry CV4 7AL, UK

Professor Amrik Sohal, Department of Management, Monash University, Caulfield

Campus, 27 Sir John Monash Drive, East Caulfield, Victoria 3145, Australia

Dr Peter Standen, Department of Management, Edith Cowan University, Pearson St

Churchlands, WA 6018, Australia

Professor Toby D. Wall, Institute of Work Psychology, University of Sheffield, Mushroom

Lane, Sheffield S10 2TN, UK

Professor Stephen Wood, Institute of Work Psychology, University of Sheffield,

Mushroom Lane, Sheffield S10 2TN, UK

P1: JzG

WY047-Holman 0470022159pre September 18, 2004 2:45

Preface

The make-up of today’s workplace is characterised by the use of a wide array of modern

working practices and technologies. Lean manufacturing, total quality management, ad￾vanced manufacturing technology, call centres, team working and knowledge management

are just a few of the practices that organisations are using in their search for effectiveness.

The introduction and use of these practices has provoked much debate and research on their

nature and effects. A consistent theme within this has been that the social, psychological and

organisational aspects of modern working practices and technologies must be considered

in order to understand, design and manage them effectively. In order to bring this research

together in one volume, we have invited leading authors from around the world to provide

an up-to-date assessment of research on the main working practices that are shaping today’s

workplace. Most authors were invited to write on a particular practice, and to comment on

its prevalence, to review its impact on employees’ experience of work and to consider the

human resource management implications of the practice. Where possible they also con￾sider the impact of their chosen practice on performance. This theme is further developed

in the final two chapters that examine, respectively, whether modern working practices and

human resource practices more broadly have an effect on organisational performance in

manufacturing and service sectors.

The breadth of working practices covered, the multi-disciplinary nature of the chapters

and the focus on performance distinguish this book from others. We believe that this will

help the reader gain a comprehensive understanding of the social, psychological and organ￾isational aspects of modern working practices. Ultimately, though, this book is designed

to make a contribution to the understanding, design and effective management of modern

working practices. The book’s breadth will appeal to those with an interest in industrial/

organisational psychology, human resource management, management and business stud￾ies, manufacturing, production engineering and change management, as well as those who

are involved in the design, implementation and effective management of innovative working

practices.

The editors would like to state that this book is an outcome of the programme of the ESRC

Centre for Organisation and Innovation, at the Institute of Work Psychology, University of

Sheffield, UK. The editors therefore acknowledge the support of the Economic and Social

Research Council (ESRC) (UK). David Holman would particularly like to thank his family,

Dave Wilson and family, Louise Wallace and family, and all his friends for their support

throughout all the stages of preparing this book.

David Holman

Toby D. Wall

Chris W. Clegg

Paul Sparrow

Ann Howard