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If you only buy one HR textbook, make it Torrington’s.
HUMAN RESOURCE
He is clear, precise and highly readable, as a generation of students will happily attest.
Ninth ‘The ultimate HR bookshelf ’, People Management Magazine, 26 May 2013
EDition
MANAGEMENT Ninth EDition
Derek Torrington • Laura Hall HUMAN
RESOURCE
Stephen Taylor • Carol Atkinson
MANAGEMENT
HUMAN RESOURCE
For three decades, this text has been the leading introduction to HRM for students at all levels,
MANAGEMENT
including those on CIPD-accredited courses. Comprehensively covering all major areas of the field, it
is renowned for its readable and engaging style. This thoroughly updated ninth edition is specifically
designed to be relevant to the issues and debates facing HRM today. Its key features include:
●● ‘Theory into Practice’ case studies that contextualise theory through discussions of HR issues
in such organisations as Rolls Royce, McDonald’s and the BBC World Service.
●● A new, consolidated structure and design that ensure the book is as direct and relevant as Derek Torrington • Laura Hall
possible.
●● Activity and discussion boxes integrated into the text to help encourage deeper thinking and
Stephen Taylor • Carol Atkinson
understanding of each chapter.
●● Skills content to help you develop the specific employability characteristics that will set you Ninth EDition
apart as an HR practitioner.
Torrington • Hall
Manchester Metropolitan University Business School, and a member of the CIPD Manchester
Taylor • Atkinson
Branch Committee.
www.pearson-books.com
vii
Employee flexibility (or work–life balance) 103 The impact of staff turnover 159
Summary propositions 106 Analysing staff turnover 160
General discussion topics 107 Engagement and retention strategies 163
Theory into practice 107 Summary propositions 168
Further reading 108 General discussion topics 168
References 108 Theory into practice 169
Further reading 170
6 Recruitment 111
References 171
Determining requirements 112
Rational versus processual approaches to 9 Ending the contract 173
recruitment 116 Unfair dismissal 174
Internal recruitment 118 Constructive dismissal 184
External recruitment 119 Compensation for dismissal 185
Recruitment advertising 121
Wrongful dismissal 187
E-recruitment 123
Notice 187
Evaluation of recruitment activity 126
Summary propositions 188
Summary propositions 127
General discussion topics 188
General discussion topics 127
Theory into practice 189
Theory into practice 128
Further reading 190
Further reading 130
References 190
References 130
Legal cases 191
7 Selection methods and decisions 132
Rational versus processual approaches to Part 3 Performance: success
selection 133 through individual and
Selection criteria 134 collective achievement 192
Shortlisting 135 10 Employee performance
Selection methods 136 management 194
Advanced methods of selection 140 Performance management or performance
Final selection decision making 147 appraisal? 195
viii
Addressing the employee experience Strategic talent and career development 319
of change 259 Developing talent and careers 323
ix
The extent to which incentives are paid 436 Purpose and roles of the HR function 491
xi
xii
compare how well you have understood the learning you 1 Explain the importance of viewing selection as a two-way process
2 Examine the development and use of selection criteria
undertake. 3 Evaluate the range of selection methods that are available (interviewing
will be dealt with in detail later (see Part 8 on selected HR skills)) and
consider the criteria for choosing different methods
4 Review approaches to selection decision making
5 Explain how selection procedures can be validated
ACTIVITY 7.4
Design an assessment centre for the anti-rape detective job as described in Case 7.1 on the
Companion Website www.pearsoned.co.uk/torrington.
Web icons indicate where more information and
EB
W (www.pearsoned.co.uk/torrington).
Final selection decision making
The selection decision involves measuring the candidates individually against the selec-
tion criteria defined, often in the person or competency specification, and not against
each other. A useful tool to achieve this is the matrix in Table 7.3. This is a good method
of ensuring that every candidate is assessed against each selection criterion and in each
box in the matrix the key details can be completed. The box can be used whether a single
Part 3 Performance: success through individual and collective achievement
selection method was used or multiple methods. If multiple methods were used and
contradictory information is found against any criterion, this can be noted in the deci-
sion-making process. Performance management systems
When more than one selector is involved there is some debate about how to gather and
While many appraisal systems are still in existence and continue to be updated, per-
use the information and about the judgement of each selector. One way is for each selec-
formance management systems are increasingly seen as the way to manage employee
tor to assess the information collected separately, and then for all selectors to meet to
performance. An appraisal/review process is incorporated into this but is distinct from a
discuss assessments. When this approach is used, there may be some very different
traditional appraisal system. We consider the performance appraisal interview later in
Table 7.3 the context of either an appraisal or a performance management system (see Part 8).
Selection criteria Candidate 1 Candidate 2 Candidate 3 Candidate 4 Aguinis and Pierce (2008: 139) provide a useful definition of performance manage-
Criterion a
ment, stating that its essence is:
Criterion b
a continuous process of identifying, measuring, and developing the performance of individuals and teams and
Criterion c
aligning performance with the strategic goals of the organisation.
Criterion d
Criterion e
A strategic approach is thus adopted in which there is an attempt to ensure that employee efforts
General comments
are directed to the achievement of organisational goals. Attention is paid to both task and
contextual performance. Contextual performance is often addressed via the use of com-
147 petencies (Fletcher 2001) so that how something is achieved is as important as the results
themselves. In this way, organisations seek to ensure long-term sustainable performance rather
than quick wins which may damage ongoing business relationships. Employee development
also becomes recognised as a key element of performance management and the emphasis
is on an ongoing cycle of performance development. The system is line manager driven.
Many organisations now claim to operate performance management systems. CIPD (2005)
reports that 87% of the organisations it surveyed operated a formal process to measure
and manage performance. Of these 37% were new systems, demonstrating the increasing
focus on the issue of performance. Originally a private-sector phenomenon, performance
management has now spread to the public sector in many countries (Tuytens and Devos
2012; Decramer et al. 2012) in support of neo-liberal agendas which seek to operate sectors
such as health and education using business principles. It is also a global phenomenon.
Aguinis and Pierce (2008), for example, suggest that over 90% of the multinational com-
panies surveyed across fifteen countries implemented a performance management system
and that this figure also reflects practice in Australian companies. Emerging economies, such
as India (Gupta and Kumar 2013), are also recognising its importance. Almost all research
into performance management emanates, however, from a western context (Briscoe and
Claus 2008) and there is limited understanding of how effective these systems might be
in other national contexts. We consider the implications of this throughout the chapter.
Regular quotes throughout help to enliven and sources (360-degree feedback) and to emphasise a
WINDOW ON PRACTICE developmental focus. Feedback was also provided on
contextualise the subject. Merrill Lynch moved away from its traditional performance
the contribution that employee performance made to
the achievement of organisational goals. Managers
appraisal system to implement a performance were trained in how to set objectives, coach and carry
management system. Rather than a once-a-year out appraisals. They are also supported by an intranet
conversation about performance, an ongoing dialogue that provides information on the performance
between manager and employee was developed which management system. The aim is to ensure that all
was based around managers coaching their subordinates. employees knows what is expected of them, what
Employees received regular feedback on progress against development they will receive and how their
goals and personal development plans were established performance will be judged and rewarded.
to support improved performance. The end-of-year review
was changed to include feedback from a number of Source: Adapted from Aguinis and Pierce (2008).
196
enabling you to recap and check your understanding of the 15.1 The emphasis has moved from training to learning, with individuals taking ownership of
identifying and addressing their own learning needs, or at least contributing to this. To be
chapter. In conjunction with the chapter-opening Learning effective learners we need to understand the nature of learning and our own strengths and
weaknesses.
15.2 The emphasis on formal development programmes is declining in favour of greater interest
Objectives, you can quickly determine whether you are in approaches to on-the-job development, such as coaching, mentoring, peer relationships
and self-development.
prepared enough to move on, or need further study. 15.3 The interest in e-learning continues; however, the extent to which employees take advantage
of such opportunities will be affected by the context and the support available. E-learning is
increasingly being blended with other forms of learning.
15.4 Evaluation of development is critical but difficult. It is most effective when built into the
design of the development activity rather than tagged on at the end.
2 Discuss the view that the role of the trainer/facilitator is critically important in the effective-
enable you to put your learning into practice within a realistic Micropower is a rapidly growing computer software firm, specialising in tailor-made solutions
for business. Increasingly, training for other businesses in its own and other software packages
has occupied the time of the consultants. Micropower sees this as a profitable route for the
scenario. Improve your employability by answering the future and such training is now actively sold to clients. Consultants both sell and carry out the
training. As an interim measure, to cope with increasing demand, the firm is now recruiting
some specialist trainers, but the selling of the training is considered to be an integral part of
311
of business practice.
Part 2 Resourcing: getting people in the right places to do the right things
Questions
1 This research is based in Australia. To what extent can its findings be applied to other
countries where substantial numbers of prospective employees, often migrant or poorly
educated workers, do not have the language in which selection tests are constructed as
a first language? What are the implications of this?
2 How applicable are these selection techniques across a wide range of jobs?
3 What difficulties might you face in using these selection techniques?
Adapted from: Pearson, C. and Daff, S. (2011) ‘Extending boundaries of human resource concepts and practices: An innovative
recruitment method for Indigenous Australians in remote regions’, Asia Pacific Journal of Human Resources, Vol. 49, No. 3, pp. 325–43.
150
xv
527
Absence/attendance. Until quite staff were missing. The drawing half of those pursuing an
recently attendance at work was office manager explained that the apprenticeship were over 25.
universally accepted as a duty and absentees were ‘getting in their sick
absence had to be justified by leave’ before the end of the leave Benchmarking. Originally a
external verification, such as by a year. A management attempt to benchmark was a mark on a work
medical note or a call to undertake make allowance for understandable bench that could be used to measure
jury service. Without such sickness absence had been off a standard size. This idea of
independent evidence, some sort mismanaged in allowing it to comparative measurement is used
of punishment was usual. As social become gradually accepted as an in HRM to describe the process
attitudes have changed and rights additional leave entitlement. In a of checking some aspect of work
to time off have increased, so the different, current situation a school in one’s own business against an
managerial emphasis has changed, teacher has recently shown such external standard, like the average
requiring managers to manage unwillingness to implement new number of days lost through
attendance, by paying attention to professional requirements that there absence across the working
reasons for avoidable absence. This is a risk of the school implementing population as a whole, or in
has a degree of altruistic concern capability procedure with the a particular industry, by age,
for employee well-being, where response, ‘if they do that I will occupation, gender and so forth. It
some aspect of the work required simply go off with stress’. is slightly different from ‘yardstick’,
from employees is a contributory which is literally a measuring stick a
cause of, for instance, an inability Apprenticeship. The typical idea of yard long. This is sometimes used as
to return to work. There is also an apprentice is of a male who left a rough-and-ready measure for some
an emphasis on trying to minimise school as soon as possible and then aspect of management effectiveness,
disruption to working patterns trained on the job in a manual but it lacks the dimension of
and persuading people not to be trade like plumbing or as an external comparison.
unreasonable. Stress has become a electrician, possibly continuing
major absence factor since it has education part time at a local Best fit/fit. In many fields of human
become more socially acceptable. college. Since a university degree endeavour there is an aim to find
Usually it is a perfectly valid feature has gradually become the must- and implement the one best way,
of a person’s working or personal have qualification for many fields or the right way, of doing things.
life and can perhaps be alleviated of employment, the number An alternative is to work out the
by managerial initiatives. In some of apprentices has dwindled: best way of doing things in this or
other situations it is manipulated certainly not a prelude to a ‘nice that situation. There is no single
by people who place their job’. Currently they are seeing a approach or method that is always
own interpretation on a right renaissance, as skills shortages are right.
to sick leave. A recent visit to an seen as an impediment to economic
engineering drawing office in March growth, but not necessarily for Bottom line. A term derived from
was surprising as more than half the young males. In 2013 more than accountancy, where it is the final
645
xvi
This book has been evolving through many changes since the very first edition of its predecessor
Personnel Management in 1979. Our objective has always been to track the development of the personnel/
human resource (HR) function and its activities. Our preface to the eighth edition in 2011 opened by
saying: ‘Since the last edition the world has undergone a major recession, triggered by a banking crisis
unprecedented in modern times. This has created great uncertainty about how human resource man-
agement (HRM) will be changed.’ Then, many people still assumed that it would be like other reces-
sions, followed by a steady recovery, renewed growth and we would all feel more secure. Three years
on we can be more certain of some changes that will continue for the foreseeable future:
1 Rather than becoming more secure, for most people their experience of employment will be less
secure. ‘Jobs for life’ had always been rare, but security of employment in terms of an open-ended
contract that would be maintained in most cases for as long as the employee wished has slowly
become less. Some businesses that experience sharp variations in demand for their products, like
some in electronics, are employing certain categories of staff on fixed-term contracts via a con
sultancy in order to avoid the costs of making people redundant. This is just one example of sub-
contracting instead of directly employing people. Alongside this is the great change in pension
provision. Outside the public sector, final salary schemes have dwindled to a handful and the
contemporary substitutes are more likely to be owned by the employee, with a reduced level of
dependence on the individual employer. Some companies rise and fall with breathtaking speed. In
April 2012 Google bought a British IT company for $1 billion. The company had a single product,
had been in existence for little over a year and employed only thirteen people. How can a company
of that size be worth $1 billion? At the same time we see sudden failures, like HMV, Sea France,
Comet and Hungarian Airlines.
2 The shift towards the ‘disaggregation’ of employment in businesses has increased. In 1984 John
Atkinson published a short paper with a clever illustrative figure that identified a move towards
businesses having a core workforce of vital people who were well paid and built into the busi-
nesses, surrounded by a peripheral workforce, with jobs requiring skills that were not specific to the
business and might be directly employed or employed via an agency or as a sole trader. This
attracted great interest and hundreds of HR lecturers reckoned that they could run at least three
teaching sessions on the paper! Atkinson had described a process that had been going for some
time and gave it a nudge. Subcontracting of staff in catering, office cleaning and security became
commonplace and retail distribution is now normally subcontracted. The development of using
the Internet for marketing has seen a great increase in the number of sole traders or very small
businesses providing specialist services. In the UK in 2012, 74% of private-sector businesses were
sole traders without employees and 3.8 million people were working from home. The general
assumption that a business is a close-knit community of people who spend most of their time in
one location with an organisational culture that generates morale and meets employees’ needs to
belong is no longer quite as universal as organisational studies have suggested.
3 Levels of public-sector employment will remain depressed. Together with most western economies, it
has been an objective of the UK government to reduce the number of people in permanent
employment in the public sector as part of an overall objective to rebalance the economy in favour
xvii
of the private sector. This has only partly succeeded, as much of the cost saving has been in reduc-
ing payments to arm’s length organisations and charities providing services, rather than reducing
the number on permanent contracts. Nonetheless growth of public-sector core employment
seems unlikely after sustained growth over the last 60–70 years.
This is not to suggest that there has been a fundamental and complete change in employment
practice; rather there is a change in the mix of factors to which HRM has to adapt and this will be a
continuing feature in our approach to the subject in this edition. In preparing this edition we have
analysed trends, reviewed the changes, examined all the novelties before discussing these among our-
selves and taken account of the comments that many people using the book have suggested. This is to
ensure that the book continues to reflect the reality of working life as it is evolving rather than how we
would like it to be. We also have to ensure that the book makes sense to readers in different parts of
the world, although the book remains the work of four Britons, whose work and understanding are
inevitably informed by experience, research and scholarship mainly in the western world.
Apart from general updating, the main changes since the last edition are that we include a new
pedagogical feature called ‘Theory into practice’ at the end of most chapters. These features are case
studies or some other learning aid, as suggested by our publisher; we have removed the cases that
previously closed each of the eight parts of the book. There are three fewer chapters overall through
consolidation in some areas. Skills now include a section on job analysis, which had been unforgivably
not featured in the last edition, despite its fundamental importance in so many aspects of HR practice.
As before, there is a range of assessment material and illustrations, as well as several design features
to assist readers further in using and learning from the text, as follows:
(a) Integrated Window on practice boxes provide a range of illustrative material throughout the text,
including examples of real company practice, survey results, anecdotes and quotations, and court
cases.
(b) Integrated Activity boxes encourage readers to review and critically apply their understanding at
regular intervals throughout the text, either by responding to a question or by undertaking a small
practical assignment, individually or as part of a group. In recognising that this text is used on both
professional and academic courses, most of the exercises reflect the fact that many students will
have little or no business experience. Other exercises may appear to exclude students who are not
in employment by asking readers to consider an aspect in their own organisation; however, the
organisation could be a college or university, the students’ union, a political body or sports team.
(c) Discussion topics: at the end of each chapter there are two or three short questions intended for
general discussion in a tutorial or study group.
(d) Theory into practice features appear at the end of chapters to enable readers to review, link and
apply their understanding of the previous chapters to a business scenario.
(e) Web links are given as appropriate at various points in the text. These are either to the text’s
Companion Website, where there is a great deal of further material, or to other websites containing
useful information relating to the topics covered.
(f) Further reading sections for each chapter suggest further relevant readings, with guidance on their value.
(g) Each part of the text includes a brief introduction to its scope and purpose.
(h) Chapter objectives open and Summary propositions conclude each chapter to set up the readers’
expectations and review their understanding progressively.
(i) References are given in full at the end of each chapter to aid further exploration of the chapter
material, as required.
(j) The Companion Website, www.pearsoned.co.uk/torrington, has more material, including further
EB
W
case studies or exercises for each chapter and support for both tutor and student.
(k) Glossary: the book closes with a short glossary of terms taken selectively from the text.
xviii
Figures
Figure 3.2 from Strategic human resource management (Fombrun, C., Tichy, N.M. and Devanna, M.A. 1984)
p. 41, John Wiley, New York, Reproduced with permission of John Wiley & Sons Inc.; Figure 3.3 from
‘Front-line managers as agents in the HRM performance causal chain: theory, analysis and evidence’,
Human Resource Management Journal, Vol. 17, No. 1, pp. 3–20 (Purcell, J. and Hutchinson, S. 2007),
p. 7, Figure 1, reproduced with permission of Wiley-Blackwell, Reproduced with permission of Wiley-
Blackwell; Figure 3.4 adapted from Purcell, J., Kinnie, N., Hutchinson, S., Rayton, B. and Swart, J. (2003)
Understanding the People Performance Link: Unlocking the black box. Research Report. London: CIPD,
Model developed by Bath University for the CIPD. Reproduced with the permission of the publisher,
the Chartered Institute of Personnel and Development, London (www.cipd.co.uk); Figure 3.5 from
‘Human resources and sustained competitive advantage: a resource-based perspective’, International
Journal of Human Resource Management, Vol. 5, No. 2, p. 318 (Wright, P.M., McMaham, G.C., and
A. McWilliams), reprinted with the permission of Taylor and Francis Ltd, www.tandf.co.uk/journals;
Figure 4.5 adapted from ‘The balanced scorecard: measures that drive performance’, Harvard Business
Review, January/February, pp. 71–9 (Kaplan, R. and Norton, D. 1992); Figure 5.1 from Smart Working:
The impact of work organisation and job design, CIPD (2008), p. 11, Figure 2. With permission of the
publisher, Chartered Institute of Personnel and Development, London (www.cipd.co.uk), Reproduced
with the permission of the publisher, the Chartered Institute of Personnel and Development, London
(www.cipd.co.uk); Figure 5.2 from ‘Manpower strategies for flexible organisation’, Personnel Management,
August, 28–9 (Atkinson, J. 1984); Figure 13.1 from Binney, G. and Williams, C. (2005) ‘The myth of manag-
ing change’, in G. Salaman, J. Storey and J. Billsberry (eds), Strategic Human Resource Management: Theory
and practice. A reader. London: Sage, Reprinted by permission of SAGE Publications www.sagepub.
co.uk; Figure 17.1 from Marchington, M. and Cox, A. (2007) ‘Employee involvement and participation’,
in: Storey, J. (ed.) Human Resource Management: A Critical Text. 3rd edn. London: Thomson Learning,
Figure 10.1, p. 179, Copyright (2007) Thomson Learning. Reproduced by permission of Cengage
Learning EMEA Ltd; Figure 26.1 from Chartered Institute of Personnel and Development (2008) Smart
working: the impact of work organisation and job design, London: CIPD.
Tables
Table 3.1 from ‘Linking competitive strategies with human resource management practices’, No. 3, August
(Schuler, R.S. and Jackson, S.E. 1987), reproduced with permission of the Academy of Management;
Table 5.1 from ‘Organisational learning and organisational design’, The Learning Organisation, Vol. 13,
No. 1, pp. 25–48 (Curado, C. 2006), The Learning Organisation, p. 38, © Emerald Group Publishing
Limited all rights reserved; Table 6.1 from ‘What is (or should be) the difference between competency
modelling and traditional job analysis?’ Human Resource Management Review, Vol. 19, No. 1, pp. 53–63
(Sanchez, J. and Levine, E. 2009); Table 6.2 from Table compiled from data in CIPD (2012) Resourcing
xix
and Talent Planning: Annual Survey Report 2012. London: CIPD, Reproduced with the permission of the
publisher, the Chartered Institute of Personnel and Development, London (www.cipd.co.uk); Table 7.1
from Chartered Institute of Personnel and Development (2011) Resourcing and Talent Planning: Annual
Survey Report 2011, Table 13. With permission of the publisher, the Chartered Institute of Personnel
and Development, London (www.cipd.co.uk); Table 11.1 from The Managerial Grid. Houston, Texas: Gulf
Publishing (Blake, R.R. and Mouton, J.S. 1964); Table 11.3 from ‘Leadership that gets results’, Harvard
Business Review, March–April, pp. 80 & 82–3 (Goleman, D. 2000), reprinted by permission of by the
Harvard Business School Publishing Corporation. All rights reserved; Table 15.1 after Major learning
trends and indicators for 2013 and beyond within the Asia Pacific Region, Singapore: Cegos (Blain, J. 2013)
Figure 18, p. 27; Table 15.2 adapted from ‘Planned and emergent learning: a framework and a method’,
Executive Development, Vol. 7, No. 6, pp. 29–32 (Megginson, D. 1994), © Emerald Group Publishing
Limited all rights reserved; Table 15.3 after Major learning trends and indicators for 2013 and beyond
within the Asia Pacific Region, Singapore: Cegos (Blain, J. 2013) Figure 22, p. 32; Table 26.1 from From
What’s Happening with Wellbeing at Work? (CIPD, 2007), Table 2. With permission of the publisher,
the Chartered Institute of Personnel and Development, London (www.cipd.co.uk), Reproduced
with the permission of the publisher, the Chartered Institute of Personnel and Development, London
(www.cipd.co.uk); Table 27.1 from Culture’s Consequences: International Differences in Work-Related
Values, 2nd, California: Sage Publications (Hofstede, G. 2001), Reproduced by permission of Geert
Hofstede.
Text
Case Study on page 46 adapted from Build a better brand, People Management, Vol. 14, No. 15,
pp. 24–5 (Chubb, L.), Reproduced with the permission of the publisher, the Chartered Institute of
Personnel and Development, London (www.cipd.co.uk); Case Study on page 54 adapted from ‘Human
resource management strategies under uncertainty’, Cross Cultural Management: An International
Journal, Vol. 13, No. 2, pp. 171–86 (Fields, D., Chan, A., Aktar, S. and Blum, T. 2006), © Emerald Group
Publishing Limited all rights reserved; Case Study on page 68 adapted from ‘Who does workforce
planning well?: Workforce Rapid Review Team Summary’, International Journal of Health Care Quality
Assurance Vol. 23, No. 1, pp. 110–19 (Curson, J., Dell, M., Wilson, R., Bosworth, D. and Baldauf, B. 2010),
© Emerald Group Publishing Limited all rights reserved; Case Study on pages 81–82 after ‘Human
capital measurement: an approach that works’, Strategic HR Review, Vol. 8, No. 6, pp. 5–11 (Robinson,
D. 2009), © Emerald Group Publishing Limited all rights reserved; Case Study on pages 128–129 after
‘Globalisation of HR at function level: 4 UK-based case studies of the international recruitment and
selection process’ International Journal of Human Resource Management Vol. 8, No. 5, pp. 845–867
(Sparrow, P. 2007), reprinted by permission of the publisher (Taylor & Francis Ltd, http://www.tandf.
co.uk/journals); Case Study on page 223 after The Lizard Kings, People Management, Vol. 12(2),
pp. 32–34 (Goffee, R. and Jones, G. 2006), Reproduced with the permission of the publisher, the
Chartered Institute of Personnel and Development, London (www.cipd.co.uk); Case Study on page 226
adapted from Ford, J. and Harding, N. (2009) ‘Telling an untold story: on being a follower rather than a
leader’. Presented at the 25th EGOS Colloquium in Barcelona, Spain, July 2–4, 2009, By permission of
Professor Jackie Ford and Professor Nancy Harding; Case Study on page 320 after ‘Bright and Early’,
People Management, Vol. 14, No. 7, pp. 30–2 (Allen, A.), Reproduced with the permission of the
publisher, the Chartered Institute of Personnel and Development, London (www.cipd.co.uk); Case
Study on page 322 adapted from ‘Hidden dragons’ People Management, Vol. 14, No. 16, pp. 18–23
(Wilson, B.), Reproduced with the permission of the publisher, the Chartered Institute of Personnel and
Development, London (www.cipd.co.uk); Extract on page 328 from ‘On my agenda’ People Management,
August, pp. 28–31 (Smedley, T. 2012); Quote on page 329 from www.ernstandyoung.com; Box on page 346
xx
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