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The Essentials ofthe New Workplace
A Guide to the Human Impactof Modern Working Practices
Edited by
David Holman, Toby D. Wall andChris W. Clegg
University of Sheffield, UK
Paul SparrowUniversity of Manchester, UK
and
Ann HowardDevelopment Dimensions International,
New Jersey, USA
WILEY
iii
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The Essentials of the New Workplace
i
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ii
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The Essentials ofthe New Workplace
A Guide to the Human Impactof Modern Working Practices
Edited by
David Holman, Toby D. Wall andChris W. Clegg
University of Sheffield, UK
Paul SparrowUniversity of Manchester, UK
and
Ann HowardDevelopment Dimensions International,
New Jersey, USA
WILEY
iii
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Copyright C 2005 John Wiley & Sons, Ltd, The Atrium,
Southern Gate, Chichester,West Sussex PO19 8SQ, UK
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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 2005331.2dc22
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, IndiaPrinted and bound in Great Britain by TJ
International Ltd, Padstow, CornwallThis book is printed on
acid-free paper responsibly manufactured from sustainable
forestryin which at least two trees are planted for each one used
for paper production.
iv
http://www.wileyeurope.comhttp://www.wiley.com
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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
1David Holman, Stephen Wood, Toby D. Wall and Ann Howard
Chapter 2 Workers Under Lean Manufacturing 15Rick Delbridge
Chapter 3 The Human Side of Total Quality Management 33Richard
Cooney and Amrik Sohal
Chapter 4 System Integration in Advanced Manufacturing
Technology 51Waldemar Karwowski and Bradley Chase
Chapter 5 Supply-chain Partnering 67Maire Kerrin and Belen
Icasati-Johanson
Chapter 6 Team Work 91John Cordery
Chapter 7 Call Centres 111David Holman
Chapter 8 Knowledge Management 133Harry Scarbrough
Chapter 9 Employee Involvement: Utilization, Impacts, andFuture
Prospects 153George S. Benson and Edward E. Lawler III
Chapter 10 Managing Virtual Workers and Virtual Organisations
173David Lamond, Kevin Daniels and Peter Standen
Chapter 11 Organisational Performance and Manufacturing
Practices 197Stephen Wood
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vi CONTENTS
Chapter 12 Organisational Performance in Services 219Rosemary
Batt and Virginia Doellgast
Author Index 241
Subject Index 253
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List of Illustrations
FIGURES
Figure 2.1 Key organizing principles of lean manufacturing
23Figure 4.1 A framework for competitive advanced manufacturing
enterprise 61Figure 10.1 Conceptual overview of behavioural issues
in teleworking 178
TABLES
Table 1.1 Definition of the modern working practices 2Table 2.1
Ohnos comparison of production systems at Toyota and Ford 16Table
2.2 What is lean production? 18Table 2.3 MacDuffies measures of
work systems and HRM policies 24Table 4.1 The HITOP framework
60Table 5.1 Features of arms-length contract relations and
obligational contract
relations 69Table 5.2 Models of customersupplier relations
71Table 7.1 Characteristics of relationships and encounters
113Table 7.2 Call centre models: mass service and high commitment
service 118Table 7.3 Individual and collective forms of CSR
resistance to management
control 123Table 8.1 Perspectives on KM 137Table 8.2 Knowledge
management strategies 145Table 8.3 The future agenda for KM
149Table 9.1 Surveys used to research EI and organizational
performance 156Table 10.1 Types of telework and sample jobs
176Table 10.2 Predicting forms of telework from Quinns (1988)
competing values
framework 180
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viii
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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 hisdegree in
psychology, diploma in personnel management and doctorate from
ManchesterMetropolitan University. His main research interests are
job design, well-being and emotionsat work, learning at work, and
management education and development. He is the author ofManagement
and Language: The Manager as a Practical Author and has published
articlesin the Journal of Applied Psychology, Journal of
Occupational Health Psychology, Journalof 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 Directorof 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.
Hismain research interests have been in industrial and
organisational psychology and haverecently focused on the effects
of advanced manufacturing technology and shop floor
workorganisation on work performance and strain. His research has
appeared in the Journal ofApplied Psychology, the Academy of
Management Journal and other leading publications.He is also the
author of several books including The Human Side of Advanced
ManufacturingTechnology and Job and Work Design.
Chris W. Clegg is Professor of Organisational Psychology and
Deputy Director of theInstitute of Work Psychology at the
University of Sheffield. He is a Co-Director of theESRC Centre for
Organisation and Innovation and Co-Director of the BAE
Rolls-RoyceUniversity Technology Partnership for Design. He
currently chairs the Sociotechnical Sub-Group of the British
Computer Society. He holds a BA (Hons) in Psychology from
theUniversity of Newcastle-upon-Tyne and an MSc in Business
Administration from theUniversity of Bradford. He is a Fellow of
the British Psychological Society, a Fellowof the Royal Society of
Arts, and a chartered psychologist. His research interests are in
theareas 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 booksand
journals.
Paul Sparrow is the Ford Professor of International Human
Resource Management atManchester 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 Psychologyand was then
sponsored by Rank Xerox to study the impacts of ageing on the
organisationfor his Ph.D. at Aston University. He has written and
edited a number of books includingEuropean Human Resource
Management in Transition, The Competent Organization: A
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x ABOUT THE EDITORS
Psychological Analysis of the Strategic Management Process,
Human Resource Manage-ment: The New Agenda, International Human
Resource Management and GlobalizingHuman Resource Management. He
has also published articles in leading journals on thefuture of
work, human resource strategy, the psychology of strategic
management, interna-tional human resource management and
cross-cultural management. He is the former Editorof the Journal of
Occupational and Organisational Psychology.
Ann Howard is Manager of Assessment Technology Integrity for
Development DimensionsInternational (DDI), a leading provider of
human resource programs and services. She hasserved as president of
the Leadership Research Institute, a non-profit organization that
sheco-founded in 1987. Ann is the author of more than 85
publications on topics such asassessment centers, management
selection, managerial careers, and leadership. She is thesenior
author (with Dr Douglas W. Bray) of Managerial Lives in Transition:
AdvancingAge and Changing Times, which received the George R. Terry
Award of Excellence fromthe Academy of Management in 1989. She has
edited two books: The Changing Natureof 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 theSociety of Psychologists in Management. Ann
received her Ph.D. degree from the Universityof Maryland and her MS
degree from San Francisco State University, both in
industrialorganizational psychology. She holds an honorary doctor
of science degree from GoucherCollege, where she earned a BA degree
in psychology.
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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, 5998Alcala Park, San Diego, CA 921102492, 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, Universityof Western Australia, Nedlands, Perth, WA 6907,
Australia
Professor Kevin Daniels, Loughborough University Business
School, University ofLoughborough, 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, 387Ives Hall, Ithaca, NY 14853, USA
Dr David Holman, Institute of Work Psychology, University of
Sheffield, MushroomLane, Sheffield S10 2TN, UK
Dr Ann Howard, Development Dimensions International, 21 Knoll
Road, Tenafly, NJ07670, USA
Belen Icasati-Johanson, Institute of Work Psychology, University
of Sheffield, MushroomLane, Sheffield S10 2TN, UK
Professor Waldemar Karwowski, Center for Industrial Ergonomics,
University ofLouisville, Room 445, Lutz Hall, KY 40292, USA
Dr Maire Kerrin, Department of Psychology, Organisational
Psychology Group, CityUniversity, Northampton Square, London EC1V
0HB, UK
Professor David Lamond, Sydney Graduate School of Management,
University ofWestern Sydney, PO Box 6145, Paramatta Delivery
Centre, NSW 2150, Australia
Professor Edward E. Lawler III, Center for Effective
Organizations, Marshall School ofBusiness, University of Southern
California, Los Angeles, CA 900891421, USA
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xii LIST OF CONTRIBUTORS
Professor Harry Scarbrough, Ikon Research Group, Warwick
Business School, WarwickUniversity, Coventry CV4 7AL, UK
Professor Amrik Sohal, Department of Management, Monash
University, CaulfieldCampus, 27 Sir John Monash Drive, East
Caulfield, Victoria 3145, Australia
Dr Peter Standen, Department of Management, Edith Cowan
University, Pearson StChurchlands, WA 6018, Australia
Professor Toby D. Wall, Institute of Work Psychology, University
of Sheffield, MushroomLane, Sheffield S10 2TN, UK
Professor Stephen Wood, Institute of Work Psychology, University
of Sheffield,Mushroom Lane, Sheffield S10 2TN, UK
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Preface
The make-up of todays workplace is characterised by the use of a
wide array of modernworking practices and technologies. Lean
manufacturing, total quality management, ad-vanced manufacturing
technology, call centres, team working and knowledge managementare
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 theirnature and
effects. A consistent theme within this has been that the social,
psychological andorganisational aspects of modern working practices
and technologies must be consideredin order to understand, design
and manage them effectively. In order to bring this
researchtogether in one volume, we have invited leading authors
from around the world to providean up-to-date assessment of
research on the main working practices that are shaping
todaysworkplace. Most authors were invited to write on a particular
practice, and to comment onits prevalence, to review its impact on
employees experience of work and to consider thehuman resource
management implications of the practice. Where possible they also
con-sider the impact of their chosen practice on performance. This
theme is further developedin the final two chapters that examine,
respectively, whether modern working practices andhuman resource
practices more broadly have an effect on organisational performance
inmanufacturing and service sectors.
The breadth of working practices covered, the multi-disciplinary
nature of the chaptersand the focus on performance distinguish this
book from others. We believe that this willhelp the reader gain a
comprehensive understanding of the social, psychological and
organ-isational aspects of modern working practices. Ultimately,
though, this book is designedto make a contribution to the
understanding, design and effective management of modernworking
practices. The books 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 whoare involved
in the design, implementation and effective management of
innovative workingpractices.
The editors would like to state that this book is an outcome of
the programme of the ESRCCentre for Organisation and Innovation, at
the Institute of Work Psychology, University ofSheffield, UK. The
editors therefore acknowledge the support of the Economic and
SocialResearch 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 supportthroughout all the
stages of preparing this book.
David HolmanToby D. WallChris W. CleggPaul SparrowAnn Howard