Index

A

Abernathy, William, 13 -14

Acquisitions, 1 -2, 6 , 8 n, 9 , 15 , 162

Adler, Paul, 150 n

Administrative employees, 17 n, 18 , 185

Africa, 39

Age, of manager sample, 22 n

Agriculture, American Security Bank and, 30 , 39

Airline Pilots Association, 192

Airlines industry, 192 , 194

Alienation, of employees, 164 n-65n, 182

American Security Bank, 21 -27, 150 -61, 163 , 185 , 196 ;

decentralization at, 23 , 27 , 28 -42, 61 n;

"demanagerialization" at, 102 , 109 , 110 -11, 171 ;

growth strategies of, 28 -53, 96 , 98 , 138 , 198 ;

middle management resistance in, 57 , 69 -75, 81 -82, 86 , 87 , 118 , 137 , 152 -61 passim, 192 , 193 -94;

supertellers at, 115 -16, 169 -70.

See also Branches; Credit card program; Middle management; Restructuring; Retraining seminars; SystemsGroup; Top management

American Telephone and Telegraph (AT & T), 10 , 47 n, 83 , 193

Area management group (AMG), 177 ;

branches and, 43 , 95 n-106 passim, 110 -17 passim, 148 , 154 ;

SystemsGroup and, 120 n

AT & T (American Telephone and Telegraph), 10 , 47 n, 83 , 193

Attrition, American Security Bank, 47 -48, 96 , 102 , 158 , 160

Authority, 27 , 43 -44, 198 ;

branch, 100 -101, 148 ;

credit card division, 148 ;

managerial, 17n, 27 , 31 -39 passim, 52 -53, 65 n, 100 -101, 148 , 184 ;

postclass view and, 87 , 88 n;

productive flexibility and, 165 -66, 168 , 171 , 184 ;

SystemsGroup and, 121 ;

teller, 103 ;

worker, 168 , 171 , 184 (see also Self-management).

See also Centralization; Decentralization

Auto industry, 10 , 82 -83, 183 n-84n, 193 , 194 n-95n

Automatic tellers, 40 , 45 , 99 , 106 , 116

Autonomous work groups, 167 n. See also Quality circles

Autonomy, 152 ;

of branch system, 31 ;

coercive, 24 , 50 -51, 52 -53, 57 , 93 -95, 157 ;

computerization and, 175 ;

in credit card division, 138 , 148 , 154 ;

with productive flexibility, 168 ;

"regimented," 31 ;

SystemsGroup, 121 , 123 -26, 133 -34, 154 ;

worker, 164

B

Banking, 28 -53;

interstate, 34 n.

See also American Security Bank

Bell curve, 47 , 127 , 205

Beynon, Huw, 109 n-10n, 169

Blacks, 185 -86

Blau, Peter, 90 n

Block, Fred, 20 n

Blue-collar workers, 6 , 193 , 194 , 195 ;

flexible production and, 8 n, 167 , 175 , 186 -87;

reemployment of displaced, 7

Bluestone, Barry, 6

Bolwijn, P. T., 150 n

Bonuses, 10 , 46 . See also Pay-for-merit systems

Bowles, Samuel, 20

Bradley, Keith, 170

"Brainwashing," 84

Branches, 30 -45 passim, 121 , 148 ;

closing, 42 -44, 45 n, 98 -99, 105 -6, 109 , 113 n;

computerization/electronic tellers in, 40 , 45 , 99 , 106 , 116 , 174 -75;

managers of, 31 -33, 38 -39, 95 -118, 133 , 152 , 154 , 169 -70;

restructuring, 42 -44, 45 n, 95 -118, 148 , 149 , 152 , 153 , 154

Braverman, Harry, 51 , 91

"Brick and mortar" strategy, of branch growth, 96 , 98

British Steel, 7 n-8n

Brunswick Corporation, 7 n-8n

Bureaucracy: sociology of, 90 n. See also Bureaucratic control

Bureaucratic control, 10 -11, 24 , 49 -50, 51 -53, 198 ;

and flexible production, 162 -63, 165 -66;

and MJRs, 68 , 74

Bureau of Labor Statistics, 9 n, 173

Bureau of National Affairs, 172

Business publications, 2 n;

on corporate cultures, 56 , 82 -83.

See also individual publications

Businessweek , 2 n, 49 , 50 n-51n

C

CAD, 181

CAD/CAM (Computer-Aided Design/Computer-Aided Management), 8 n, 181

California, 30 , 31 n, 36 n, 37 ;

American Security Bank in, 30 -33, 36 , 40 -41, 42

Capelli, Peter, 176 , 185 n

Capitalism, 91 , 93

"Career management" program, 101

Career paths, clear-cut, 10 -11

Castells, Manuel, 3 n, 20

Centralization, 6 , 7 , 16 -27 passim, 32 -33, 41 -45, 151 ;

branch managers and, 100 , 116 , 117 ;

credit card division and, 136 ;

horizontal, 18 n;

superbranch, 116 ;

SystemsGroup and, 119 -20, 121 , 122 , 126 , 133 , 176 ;

vertical, 18 n

Centralized personnel groups, 166 , 176 . See also Area management group; Human resources staff

Chamber of Commerce, U.S., 172

Chandler, Alfred, 30 ;

and decentralization, 16 -17, 29 ;

and diversification, 16 -17, 29 , 36 n;

and history of middle management, 15 -17, 18 n;

operations managers of, 17 n, 23 ;

on tactical decisions, 17 n, 32

Chargebacks, 144 -47

Child, John, 18 n

Class, 87 -88, 91 -92

"Class-struggle" model, 91 -92

Clerical work force, 175

Closing, branch, 42 -44, 45 n, 98 -99, 105 -6, 109 , 113 n

Coercion, 91 , 92 , 117 -18, 151 , 155 . See also Coercive autonomy

"Coercion-and-control" model, 91 , 92

Coercive autonomy, 24 , 50 -51, 52 -53, 57 , 93 -95, 157

Cohen, Stephen, 163 , 165

"Commodifying" personalities, 97 n

Communications industry, 7 , 10 , 47 n, 83 , 193

Communications Workers of America, 83 n

Competition, 5 -6, 163 , 165 -66, 198 ;

American Security Bank and, 29 , 42 ;

international, 7 , 52 , 56

Comptroller of the Currency, 34 n, 159

Computerization, 8n, 166 , 174 -75, 180 -81, 186 ;

American Security Bank, 40 , 45 , 136 , 140 -50 passim, 174 -75;

electronic tellers, 40 , 45 , 99 , 106 , 116

Conflict:

organizational behavior perspective on, 90 -91;

in retraining seminars, 69 -75, 81 -82, 86 ;

re SystemsGroup ranking, 129 .

See also Resistance

Consensus, at retraining seminars, 67

Consent:

employee, 27 , 48 n, 57 -63, 67 , 85 , 93 , 152 , 155 ;

managerial, 57 -63, 67 ;

middle managers' concerns re, 27 , 67 -68, 85 , 93 , 152 , 155 ;

retraining seminars and, 57 -63, 67 , 73 ;

SystemsGroup and, 155

"Consent-and-resistance" framework, 93

Consultants:

corporate culture, 56 ;

and training programs, 60

Consumers, bank, 30 , 43 -44, 97 , 99

Continental Illinois, 38 n, 159 n

Contingent work force, 166 , 172 -74, 188 -90

Contraction. See Downsizing

Control:

industrial, 10 -11;

managerial strategies of, 10 -11, 51 -52, 85 ;

over managers, 59 ;

managers' loss of, 75 -76;

organization theory and, 88 n;

ranking and, 133 ;

worker participation and, 182 .

See also Bureaucratic control; Coercion

"Convenience centers," 43 , 116 -17

Cooperation, employee, 11 , 147 -48, 154 , 197

Co-optation, 118 , 183

Cordova, Len, 137 , 138 , 149 , 150

Corleone, Ron, 113 -14

Corning, Brian, 108 -9

Corporate banks, 31 n

Corporate interest, 4 , 26 -27, 87 -118, 151 , 156 -58

Corporate raiders, 14 n

Cosgrove, Frank, 84 , 123 , 132

Costs:

credit card division, 143 , 150 ;

labor, 11 , 54 -55;

of retraining seminars, 60 n;

of SystemsGroup, 45 n, 120 ;

of technological innovations, 45 n

Credit, long-term, 35

Credit card program, 35 -36;

computerization in, 136 , 140 -50 passim, 174 -75;

managers of, 134 , 135 -50, 152 -54;

restructuring of, 136 -37, 138 -50, 153

Crozier, Michel, 90 n

Culture, corporate, 48 -53, 82 -86;

American Security Bank, 24 , 26 , 55 -57, 83 n;

retraining seminars and, 64 , 65 , 66 -67.

See also Control; Management ideologies

Curve, bell, 47 , 127 , 205

Customers, bank, 30 , 43 -44, 97 , 99

"Customized" financial services centers, 44

D

Dahrendorf, Ralph, 88 n

Dalton, Melville, 90 n

Dana Corporation, 7 n-8n

Darmon, Richard, 14 n

Dawson, P., 18 n

Decentralization, 13 , 16 -19, 23 , 27 , 28 -42, 61 n;

branches and, 30 -33, 36 , 96 , 109 , 115 ;

and productive flexibility, 168 , 176 , 177 , 178 -79;

regional, 37 ;

SystemsGroup and, 120 , 176

Decision making, 18 -19, 27 , 38 -39, 198 ;

loan, 31 , 32 , 38 ;

strategic, 17 n, 33 ;

tactical, 17 n, 27 , 32 , 33 .

See also Authority

Deindustrialization, 6 , 162

Delehanty, George, 19

Delta Airlines, 48 n

"Demanagerialization," 171 ;

of branch managers, 102 , 109 , 110 -11

Deposit market, American Security Bank, 30 , 36 , 38 , 41

Deregulation, 9 , 29 , 38 , 40 , 42 , 51

"Deskilling," 150 n, 170 , 181 , 184 . See also "Demanagerialization"

"Diffusion-centralization," 120

Digital Equipment, 48 n

"Disaggregation," 9

Discretion. See Judgment, management by

Disinvestment, 1 -2, 6 , 8n

Displacement, 6 -10, 43 n, 46 -48, 165 , 174 , 175 . See also Attrition; Job loss; Mobility, job; Redeployment program

Diversification, 16 -17, 29 , 36 n-37n, 191 , 192 , 196 , 197

Domestic markets, American Security Bank, 30 -44 passim

Downs, Jeremy, 124 -25

Downsizing, 1 -2, 15 , 53 , 151 , 157 -58, 162 ;

by paring down, 7 -9, 42 -44, 95 -102 passim (see also Closing, branch; Managing out);

resistance to, 191 (see also Resistance).

See also Restructuring

Downward mobility, 6 , 47 -48, 96

"Drive system," 177 -78

Dual track, 188 -89

du Pont, 10

du Pont, Pierre, 16

"Dysfunctional" dynamics, 3 -4, 89 -90. See also Resistance

E

Earnings, 10 ;

American Security Bank, 36 , 41 -42, 159 ;

manager sample, 22 n;

pay-for-merit, 10 , 46 , 129 .

See also Profitability; Wages

Eastern Airlines, 192

Economy. See Political economy

Edwards, Richard, 18 n, 51 , 52 , 91 -92

Efficiency, 39 , 88 -89, 95 n-96n, 121 n, 155 . See also Productivity

"Electronic pipeline," 45

Electronic tellers, 40 , 45 , 99 , 106 , 116

"Emotion work," 188

Employee Relations, American Security Bank, 71

Employees, 54 -55, 92 -93, 195 -97;

alienation of, 164 n-65n, 182 ;

attrition of, 47 -48, 96 , 102 , 158 , 160 ;

consent by, 27 , 48 n, 57 -63, 67 , 85 , 93 , 152 , 155 ;

cooperation with, 11 , 147 -48, 154 , 197 ;

displacement of, see Displacement;

and flexible production, 8 n, 55 , 164 -91, 196 n;

production worker, 18 -19 (see also Bluecollar workers);

professional, 6 -7, 10 , 66 , 122 -25;

ratio of administrative to production, 18 -19;

reemployment of displaced, 6 -7 (see also Redeployment program);

resistance by, 93 , 118 , 191 -92, 197 ;

responsibilities of, 108 -9, 147 -48, 163 -74 passim, 180 , 181 -82, 197 ;

training for, see Training;

worker-participation schemes with, 166 , 167 -71, 174 , 178 , 181 -83.

See also Executives; Job . . .; Managerial workers; Personnel management; Worker-participation schemes

Employment. See Job . . .; Labor market; Personnel management

Engineers, credit card division, 137

Entrepreneurialism:

independent, 13 n;

"paper," 6

Entrepreneurial management, 12 -14, 24 , 28 , 50 -51, 151 , 157 ;

branch managers' attitudes toward, 110 -11;

training and, 67 , 70 , 83 n, 85 -86 (see also Retraining seminars);

and women workers, 186 n, 189 n.

See also Judgment, management by

"Excellence awards," SystemsGroup, 129 -30

Executives, 173 n;

displaced, 9 ;

training for, 59 .

See also Professional workers; Top management

Expenditures. See Costs

"Exposure strategy," 66

External forces, 4 . See also Political economy

Externalization:

of costs, 174 ;

of functions, 174 ;

work force, 11 , 171 -74 (see also Contingent work force)

F

Federal Deposit Insurance Corporation, 159 n

Federal government:

deregulation by, 9 , 29 , 38 , 40 , 42 , 51 ;

Federal government (cont. )

regulation by, 32 , 34 n, 42 , 159

Federal Reserve Board, 34 n, 159

"Feminized" occupations, 187 -88, 190

Ferris, Richard, 194

File-tracking, 139 -40

Financial services industries, 7 . See also Banking

Fleischman, Sarah, 144 -47

Flexibility, 55 , 162 -91, 196 n. See also Flexible manufacturing technologies

Flexible manufacturing technologies, 8 n, 92 n, 150 n, 177 , 180 -81

"Flexible specialization," 164

Flex-time workers, 172 . See also Contingent work force

Flynn, Michael, 116 -17

Ford Motor Company, 10 , 82 -83

Foremen:

in "drive system," 177 -78;

training programs for, 58

Fortune 500 firms, 167

Fortune magazine, 49 , 56

Friedman, Andrew, 51

G

Garn-St. Germain Act (1982), 42

Gender:

contingent work by, 172 n, 188 -90;

flexible production and, 185 -91;

of interviewees, 22 n, 95 n, 122 n

General Electric, 182 n

General Motors (GM), 10 , 82 , 193 , 194 n-95n

Ginzberg, Eli, 14

Glossary, 46n, 205 -8

Golden, Neil, 95 n-96n

"Golden pin of merit," American Security Bank, 74

Gordon, David, 20

Gough, Jamie, 181

Gouldner, Alvin, 90 n

Government. See Regulation

Greenbaum, Joan, 121 , 125

Growth industries, 7

Growth strategies, 198 ;

American Security Bank, 28 -53, 96 , 98 , 138 , 198

H

Hall, Douglas, 47 n

Harrison, Bennett, 6

Harvard Business Review , 13 -14, 65

Hayes, Robert, 13 -14

Helfgott, Roy, 8 n

Henderson, Jeffrey, 3 n, 20

HEW, 164 n-65n

Hewlett-Packard, 10 , 48 n, 55

"High-trust" relations, 164 -65, 195 -96

Hill, Stephen, 170

Hiring, American Security Bank, 33 , 38 -39, 101

Hirschhorn, Larry, 197

History, middle management, 15 -20, 52 -53, 60 -63

Hochschild, Arlie, 63 n, 97 n

Hodgetts, Jane, 168 n

Hoerr, John, 28 , 183 n, 197

Holding company, one-bank, 36

Holland, Max, 166 n

Holstein, Ralph, 139 -41, 147

Horowitz, Robert, 159 n

Hostility: in retraining seminars, 62 -63. See also Resistance

Housing, American Security Bank and, 30 , 40

Howard, Robert, 179 -80

Human potential approaches, 64

Human relations approach, 48 n, 58 , 59 , 165 n

Human resource programs. See also Quality circles; Worker-participation schemes

Human resources literature, 2 n-3n, 48 n

"Human resources predicaments," 2 . See also Employees

Human resources staff, American Security Bank, 22 , 120 -21, 122 n, 124 -25, 126 , 176

I

IBM, 48 n, 112 n

Icahn, Carl, 14 n

"Ideal management," 114 -15

Ideologies, management. See Management ideologies

Income. See Earnings

Independent entrepreneurialism, 13 n

Individualization, 53 , 67 -68, 86 ;

managing out/up and, 79 , 104 -5;

PPCE and, 76 , 77 , 79 , 206 -7;

retraining seminars and, 57 , 71 n-81 passim, 86 .

See also Judgment, management by

Industrial control, 10 -11

Industrial restructuring, 3 n. See also Restructuring

Industrial sociology, 90 n

"Informating" processes, 181

"Information processing" function, 156

Innovation. See Flexibility; Restructuring; Technological investment

In Search of Excellence (Peters & Waterman), 13 , 55

Instinctual management, 50 . See also Situational leadership

Insurance companies, 175 -76

"Integrative" corporation, 68

"Intensive communication," 59

Interest, corporate, 4 , 26 -27, 87 -118, 151 , 156 -58

Interest rates:

deregulation of, 38 , 42 ;

regulation of, 32

Internal labor market, 11 ;

American Security Bank, 101 ;

dual, 188 -89

International market:

American Security Bank, 34 -37, 38 , 39 , 44 ;

competition in, 7 , 52 , 56

Interviews, 22 , 95 n, 122 n, 201

Irrationality, managerial, 3 -4, 88 -91, 151 , 171 n

Isabella, Lynn, 47 n

J

Jacoby, Sanford, 18 , 58 , 63 n

Japan, 55 , 180 n

Job ladders, 47

Job loss, 6 -9, 13 , 43 n, 46 , 160 . See also Displacement; Layoffs; Managing out

Job mobility. See Mobility, job

Job requirements, minimum (MJRs), 68 -74, 205

Job rotation and enlargement, 167 n

Job security, 10 -11, 52 -53, 165 , 180 n, 184 -85

Judgment, management by, 50 , 53 , 94 -95, 151 , 157 -58, 175 ;

retraining seminars and, 57 , 67 -73 passim, 78 , 79 -80;

SystemsGroup, 130 .

See also Coercive autonomy; Situational leadership

Judson, Arnold, 14

Juravich, Tom, 20 n

K

Kanter, Donald, 195

Kanter, Rosabeth Moss, 13 , 68 , 186 n, 189 n

Katz, Harry, 11 , 167 , 184 -85

Kerr, Clark, 87 n-88n

King, Meredith, 106 -7, 108

Kochan, Thomas, 11 , 167 , 176 , 184 -85

Kraft, Philip, 121 , 123 , 125

Krone training, 83 n

Kumpe, T., 150 n

L

Labor market, 6 ;

internal, 11 , 101 , 188 -89;

secondary, 172 n, 185 -91;

systems workers' position in, 124 , 126 .

See also Employees; Personnel management; Workers

Labor-process theory, 92 -93, 150 -51

Lateral mobility, 46 -47, 112 -13

Latin America, 39

Lawler, E., 167

Lawrence, Anne, 191

Lawrence, Paul, 165 n, 168 , 181

Lawsuits. See Legal action

Layoffs, 46 , 47 -48, 156 , 160 ;

branch managers and, 108 , 111 -12;

policy against, 46 , 48 n, 112 n.

See also Managing out

Leadership. See Executives; Management ideologies; Managerial workers; Situational leadership

"Leadership development training," Pacific Bell, 83 n

Leadership practices inventory (LPI), 65

Legal action:

and human potential approach, 64 n;

managers' risks of, 79 ;

severance packages and, 160 n

Legitimacy:

individual, see Individualization;

organizational, 52 -53.

See also Authority

Lending centers, American Security Bank, 43 -44, 117

Leveling, LPI and, 65 n

Leveraged buyouts, 9

Levinwort, Norma, 107 , 108

Library, bank, 22 -23

Litterer, Joseph, 177

Loans, 34 n;

American Security Bank, 30 -32, 33 , 38 -44 passim, 75 -76, 97 , 100 , 159 -60;

AMG and, 97 ;

branch restructuring and, 43 -44, 97 , 100 ;

Continental Illinois, 38 n;

international, 35 , 39 ;

retraining seminars and, 75 -76

Long-term employment policies, 180 n. See also Job security

Lorenzo, Frank, 192

Loyalty, corporate, 48 n, 58

LTV Corporation, 183 n

Lupton, Tom, 90 n

M

McClellan, Hassell, 29 n, 36 n-37n

MacDonald, Hugh, 128

McGregor, Douglas, 84 n, 89

McKersie, Robert, 11 , 167 , 184 -85

McLoughlin, I., 18 n

Macro-level changes, 4 , 89 . See also Political economy

Management development division, American Security Bank, 22 , 60 , 64 -65, 66 n, 95 n

Management ideologies, 12 -14, 54 -86;

"progressive," 12 -14, 55 ;

training in, see Retraining seminars.

See also Control; Entrepreneurial management

"Managerial complacency,"

American Security Bank, 48 -49

"Managerial evangelism," 195

Managerial workers, 6 -11, 17 -18;

credit card division, 134 , 135 -50, 152 -54;

and flexibility, 173 -91 passim;

interviewee, 22 n, 95 n, 122 n, 201 ;

minority, 185 ;

SystemsGroup, 122 -34;

women, 185 .

See also "Demanagerialization"; Middle management; Top management

Managing down, 47 -48, 96

Managing out, 46 , 47 , 48 , 152 , 157 , 158 , 194 ;

in branches, 93 -94, 104 -5, 112 , 114 n-15n;

in credit card division, 139 , 143 -44, 149 ;

of managers, 170 , 171 n;

"poor performers," 24 , 47 , 93 -94, 130 -31;

retraining seminars and, 78 -79;

in SystemsGroup, 126 , 131

Managing up, 46 -47, 69 , 158 ;

in branches, 104 -5, 112 ;

credit card division, 140 -41, 143 -44, 147 ;

retraining seminars and, 79

Manipulation, 155 , 195

Manufacturing, 6 , 7 , 8 n, 168 , 175 . See also Flexible manufacturing technologies

March, James, 88

Mares, William, 170 -71, 182

Marital status, of women workers, 190 n

Martin, Bill, 173 n

"Mass consumer market,"

American Security Bank, 43 -44

Maxwell, Ben, 128 , 132

Melman, Seymour, 18 -19

Mergers, 1 -2, 6 , 8 -9, 15 , 162

Merit:

pay for, 10 , 46 , 129 ;

ranking and, 126 -27.

See also Performance ratings

Middle management, 1 -10 passim, 16 -17, 22 , 23 -27, 29 , 150 -61, 163 , 198 -99;

AMG and, 95 n, 96 -103, 177 ;

branch, 31 -33, 38 -39, 95 -118, 133 , 152 , 154 , 169 -70;

Chandler's definition of, 17 n, 23 ;

class theory and, 91 -92;

coercive autonomy of, 24 , 50 -51, 52 -53, 57 , 93 -95, 157 ;

consent concerns of, 27 , 67 -68, 85 , 93 , 152 , 155 ;

and contingent work force, 173 -74;

and corporate interest, 26 -27, 87 , 118 , 151 , 156 -58;

credit card division, 134 , 135 -50, 152 -54;

defined, 17 n, 23 ;

and flexible production, 164 -85 passim;

Ford, 10 , 82 -83;

GM, 10 , 82 , 193 , 194 n-95n;

historically, 15 -20, 52 -53, 60 -63;

organization theory on, 88 -91;

resistance by, 3 -4, 57 , 69 -75, 81 -82, 86 , 87 , 91 , 137 , 152 -61 passim, 171 n, 181 , 191 , 192 -95;

as restructuring agents, 4 -5, 11 -14, 15 , 24 -27, 45 -53, 56 -57, 61 -62, 82 ;

as restructuring objects, 4 -5, 10 , 12 -14, 15 , 45 -53, 82 ;

retraining for, see Retraining seminars;

scapegoating, 1 , 12 -14, 48 -49, 160 -61, 197 , 198 ;

SystemsGroup, 122 -34 passim

Mid-scale markets, American Security Bank, 44

Mills, C. Wright, 50 n, 136

Milton, Stuart, 127 -28

Minimum job requirements (MJRs), 68 -74, 205

Minority workers, 172 n, 185 -86

Mintzberg, Henry, 18 n

Mirvis, Philip, 195

MJRs. See Minimum job requirements

Mobility, job, 46 -47, 101 ;

downward, 6 , 47 -48, 96 ;

lateral, 46 -47, 112 -13;

upward (promotions), 9 , 46 -47, 128

(see also Managing up)

Mohrman, S., 167

"Mommy track," 189

Monsen, R. Joseph, 14

Multinational corporations, American Security Bank and, 39

"Multi-occupational" process, 170

Mutualistic human relations framework, 165 n

N

"Neo-Fordism," 164 , 180

New Directions, 183 n-84n

"New managerialism," 6

New York state, 31 n

New York Stock Exchange survey, 167

New York Times , 2 n, 8 n, 64 n

Nichols, Theo, 109 n-10n, 169

"No-layoff" policy, 46 , 48 n, 112 n

NOMAD, 124 n

Nonnegotiable changes, 74 -75, 205 -6

O

Oaklander, Harold, 47 -48

Observation:

involved, 22 , 201 -3;

uninvolved, 22

Office/clerical training, 59

"Opaque" management, 76 -77, 84 , 107 , 146

Operations managers, 17 n, 23 , 38

Organization, 13 -24, 198 ;

flexibility and, 176 ;

in retraining seminars, 63 -82;

vertical integration in, 9 , 16 , 36 n-37n.

See also Centralization; Decentralization; Diversification; Restructuring

Organizational behavior research, 88 -91, 92 n-93n, 111 , 207

Organizational-decline literature, 3 -4, 89 -90

Organizational theory, 19 -20, 29 -30, 87 -91, 92 n-93n, 111 , 207

"Organization man," 50 n-51n

Osterman, Paul, 52 , 172 , 174

P

Pacific Bell (California), 83 n

"Paper entrepreneurialism," 6

Paring down, 7 -9, 42 -44, 95 -102 passim, 158 ;

by closing branches, 42 -44, 45 n, 98 -99, 105 -6, 109 , 113n.

See also Managing out

Parker, Mike, 168 n

Participation: researcher-observer and, 202 -3. See also Worker-participation schemes

Part-time workers, 172 , 173 , 174 , 188 -90

Pascale, Richard, 56

Patten, Thomas, 58

Pay. See Earnings

Pay-for-merit systems, 10 , 46 , 129

Performance planning, coaching, and evaluation (PPCE), 206 -7;

branch managers and, 101 , 102 , 103 , 105 ;

credit card division and, 142 -43;

retraining seminars and, 64 ,

65 , 67 , 76 , 77 , 79 ;

SystemsGroup and, 124

Performance ratings, 59 , 93 -94. See also Minimum job requirements; Pay-for-merit systems; Performance planning, coaching, and evaluation; Ranking

Peripheral work force, 166 , 172 -74, 188 -90

Perlo, Victor, 20 n

Personalities:

situational leadership and, 208 ;

tellers', 97

Personnel management, 32 , 45 -53, 165 n, 166 , 176 ;

AMG and, 100 -102;

hiring in, 33 , 38 -39, 101 ;

SystemsGroup and, 120 ;

and training programs, 58 .

See also Displacement; Internal labor market; Management ideologies; Managerial workers; Managing . . .; Performance ratings; Redeployment program; Training

Peters, Tom, 7 n-8 n, 50 n, 55

Piore, Michael, 164

Political economy, 4 , 89 ;

deregulation in, 9 , 29 , 38 , 40 , 42 , 51 ;

regulation in, 3 n, 32 , 34 n, 42 , 159 .

See also Competition

Politics (corporate), 156 -57;

of flexible production, 179 -91;

of restructuring, 191 -99;

retraining seminars and, 63 -82, 156 ;

SystemsGroup and, 127

"Poor performers," 24 , 47 , 93 -94, 130 -31

Popular management books, 3 n

Population:

California, 30 , 36 n;

of contingent work force, 172

"Postcapitalist society," 88 n

"Postclass" model, 87 -91

Postindustrial perspective, 162 -66, 168 , 179 -80, 195 -97

PPCE. See Performance planning, coaching, and evaluation

Prechel, Harland, 83

"Private banking," 44

"Processual containment," 63 n

Procter & Gamble, 55

Production processes, 27 , 163 , 167 , 177 ;

credit card division, 154 ;

flexible, 55 , 162 -91, 196 n (see also Flexible manufacturing technologies).

See also Production workers; Productivity

Production workers, 18 -19. See also Blue-collar workers

Productivity, 20 , 43 , 51 , 155 ;

branch, 33 n, 94 , 99 , 104 -5, 109 ;

credit card division, 134 , 138 , 139 , 140 -43, 146 -48, 152 -54;

defining, 80 ;

human potential approaches and, 64 n;

managing up/out and, 46 , 78 , 104 -5;

MJRs and, 69 n, 70 -71, 72 -73;

raising the bar for, 70 -71, 73 , 151 , 207 ;

retraining seminars and, 67 -80 passim, 85 ;

stretch objectives for, 69 , 71 n, 73 , 75 , 146 , 208 ;

worker participation and, 184

Professional workers, 6 -7, 10 , 66 , 122 -25

Profitability, 5 -6, 19 -20, 162 , 198 ;

American Security Bank, 21 -22, 24 -25, 29 , 30 , 35 -45 passim, 67 , 136 , 144 , 154 , 159 -60, 198 ;

credit card division and, 36 , 136 , 144 ;

and flexible production, 180 ;

holding company and, 36 ;

international banking, 35 , 44 ;

retraining seminars and, 24 -

Profitability (cont. )

25 , 67 ;

and SystemsGroup, 45 , 154

"Profit centers," American Security Bank, 37 , 38 -39, 121 n

"Progressive" management, 12 -14, 55 . See also Entrepreneurial management

Project group, SystemsGroup, 122 -26

Promotions, 9 , 46 -47, 128 . See also Managing up

Q

Quality circles, 105 , 167 , 168 , 170 , 182 -87 passim

"Quality of work life" (QWL) schemes, 167 , 168 , 182 n-83n, 184 -85

R

Race:

and contingent work, 172 n;

and flexible production, 185 -86;

of manager sample, 22

Raelin, Joseph, 125 n

Raiders, corporate, 14 n

Raising the bar, 70 -71, 73 , 151 , 207

Ranking, 151 , 152 ;

SystemsGroup, 126 -34, 152 , 155

Ratings. See Performance ratings

Rationality, managerial, 4 , 88 -91, 92 , 151 , 171 n

Rationalization, 91 , 157 ;

in branches, 98 -100, 115 -17;

credit card division, 137 ;

SystemsGroup and, 121 -22, 125 , 133 .

See also Rationality, managerial

Ray, Carol Axtell, 83

Real estate, American Security Bank and, 30 , 40

"Reality factor," 62 n

Recentralization, 6 , 41 -45

Redeployment program:

American Security Bank, 43 n, 61 , 112 -13, 158 ;

IBM, 112 n

Reemployment: of displaced workers, 6 -7. See also Redeployment program

"Regimented autonomy," 31

Regionalization, American Security Bank, 37

Regional shifts, of industry, 6

Regulation:

federal, 32 , 34 n, 42 , 159 ;

and federal deregulation, 9 , 29 , 38 , 40 , 42 , 51 ;

state, 31 n

Regulation Q, 32 , 42

Reich, Robert, 6 , 14 , 165

Religion, human potential approaches and, 64 n

Research, 20 -27, 201 -3;

interviews for, 22 , 95 n, 122 n, 201 ;

organizational behavior, 88 -91, 92 n-93n, 111 , 207

Resistance:

in credit card division, 137 ;

employee, 93 , 118 , 191 -92, 197 ;

by middle managers, 3 -4, 57 , 69 -75, 81 -82, 86 , 87 , 91 , 137 , 152 -61 passim, 171 n, 181 , 191 , 192 -95;

in retraining seminars, 69 -75, 81 -82, 86

Responsibility:

computerization and, 175 ;

employee, 108 -9, 147 -48, 163 -74 passim, 180 , 181 -82, 197 ;

middle management, 24 , 76 -81, 94 , 99 , 114 -15, 148 , 161 , 166 ;

top management, 158 , 161 , 166 .

See also Individualization; Self-management

Restructuring, 1 -12 passim, 20 -30 passim, 42 -57 passim, 156 -58, 162 -99;

branch, 42 -44, 45 n, 95 -118, 148 , 149 , 152 , 153 , 154 ;

credit card di-

vision, 136 -37, 138 -50, 153 ;

middle management as agents of, 4 -5, 11 -14, 15 , 24 -27, 45 -53, 56 -57, 61 -62, 82 , 157 -58;

middle management as objects of, 4 -5, 10 , 12 -14, 15 , 45 -53, 82 ;

"oppositional," 181 ;

politics of, 191 -99;

productive flexibility in, 162 -67;

resistance to, see Resistance;

SystemsGroup, 121 , 126 , 133 -34, 149 , 153 ;

top management action in, 3 -12 passim, 42 -58 passim, 100 , 112 -18 passim, 126 , 136 -37, 148 -49, 161 , 164 , 196 ;

training for, see Retraining seminars.

See also Flexibility

"Retail action team," American Security Bank, 42 -44

Retail banking, 31 n, 115

Retirement, 10 , 158

Retraining seminars, 22 , 24 -25, 53 , 54 , 56 -86, 201 -3;

branch managers' attitudes toward, 75 , 114 -15;

location of, 60 ;

managerial hours in, 59 -60;

past, 60 -61;

physical arrangement of, 63 -64;

politics and, 63 -82, 156

Retrenchment, 3 , 41 -45, 90 . See also Restructuring

Risk taking, 24 , 110 -11, 186 n

Rosenbaum, James, 47 n

Rules: rigid adhering to, 24 , 49 -51n, 164 . See also Bureaucratic control

S

Sabel, Charles, 164 , 180

Safeway Stores, 191 -92

Salaman, Graeme, 88 n

Salary:

cuts in, 10 ;

manager sample, 22 n.

See also Wages

Saxberg, Borje, 14

Scapegoating:

middle management, 1 , 12 -14, 48 -49, 160 -61, 197 , 198 ;

workers, 1 , 20

Schlesinger, Leonard, 168 n

Schwartz, Jim, 189

Scientific management, 85 , 208

Seasonal workers, 172

"Sectoral differentiation," 152

Security, job, 10 -11, 52 -53, 165 , 180 n, 184 -85

Self-employment, 173 . See also Contingent work force

Self-management, 108 -9, 164 -71 passim, 181 -84, 194 . See also Autonomy; Quality circles

Semi-autonomous work groups, 168 . See also Quality circles

Seminars: branch employee, 106 -7. See also Retraining seminars

Service sector, 172

Severance package, American Security Bank, 160

Sex. See Gender

Shopper surveys, American Security Bank branch, 97

Silverstein, Adele, 110 -11, 114 -15

Simmons, John, 170 -71, 182

Simon, Herbert, 88

Situational leadership, 50 -51, 64 , 73 , 207 -8. See also Individualization

Slaughter, Jane, 168 n

Smith, Roger, 82

Socialization. See Retraining seminars

"Staff-available" status, 115 -16

Staff meetings, retraining and, 59

Standardized Procedures Manual (SPM) , American Security Bank, 32 , 50

State regulation, 31 n

Statistics:

branch managers and, 148 ;

credit card division productivity, 140 -42, 147 -48, 154

Steel industry, 7 n-8n, 10 , 183 n, 191 , 196n

Strategic decision making, 17 n, 33

Strategic management. See Top management

Strategy and Structure (Chandler), 15 -16, 17 n

Stretch objectives, 69 , 71 n, 73 , 75 , 146 , 208

"Superbranches," 115 -16, 169 -70

"Supertellers," 115 -16, 169 -70

Swan, Loretta, 95 -116 passim

SystemsGroup, 45 , 119 -34, 149 , 152 , 153 , 154 -55, 176

T

Tactical decision making, 17 n, 27 , 32 , 33

Takeovers, 8 -9, 162

"Take responsibility for your own actions" ethos, 64

Taxes, international banking, 35

"Team concept," 168 n

Technical workers. See SystemsGroup

Technological investment, 38 , 40 , 44 -45, 150 n, 156 , 174 -75, 180 , 197 ;

credit card division, 135 , 136 , 140 -50 passim, 174 -75;

SystemsGroup, 119 -20.

See also Computerization; Flexible manufacturing technologies

Telecommunications industry, 7 , 10 , 47 n, 83 , 193

Tellers, 102 -3, 106 , 169 -70;

electronic, 40 , 45 , 99 , 106 , 116 ;

"supertellers," 115 -16, 169 -70

Temporary workers, 172 , 173 -74, 188 -90

Texaco, 10

Thomas, Robert, 182 n

"Threat-rigidity response," 89

Tiers:

banking market, 44 ;

work force, 173

Timbers, Diane, 141 -44, 147 -48, 149 -50

"Time allowance sheet" (TAS), 95 n-96n

Top management, 16 , 20 -29 passim, 88 , 151 -61 passim, 191 , 195 -99;

and branches, 100 , 111 -18 passim, 148 , 154 ;

class theory and, 91 -92;

and credit card division, 135 -39 passim, 144 -50 passim, 154 ;

and flexibility, 167 -89 passim;

growth strategies of, 28 , 29 , 33 -39 passim, 138 , 198 ;

and PPCE, 67 , 206 , 207 ;

resistance against restructuring policies of, see Resistance;

restructuring action by, 3 -12 passim, 42 -58 passim, 100 , 112 -18 passim, 126 , 136 -37, 148 -49, 161 , 164 , 196 ;

and retraining seminars, 53 , 56 , 57 , 61 n, 62 , 66 n, 67 , 74 , 84 , 86 ;

and SystemsGroup, 120 , 121 -22, 126 , 128 , 176

Trainers, American Security Bank, 61 -63, 201 -2

Training, 59 -61;

for credit card division reps, 142 ;

in Japan, 180 n;

for tellers, 106 .

See also Retraining seminars

Transparent management, 76 -77, 108 , 146 -47

Treasury Department, 34 n

"Two-tier" work force, 173

U

UAL Incorporated, 192

Uncertainty:

credit card division and, 142 ;

retraining seminars and, 76 -77

Unemployment, 6

Unions:

and flexibility, 176 , 183 , 196 n;

and layoffs, 112 n;

resistance to restructuring by, 191 -92, 194 -95;

training programs and, 58 , 83 n

United Airlines, 192 , 194

United Auto Workers, 183 n-84n, 195 n

United Food and Commercial Workers, 192

United Steel Workers, 183 n, 196 n

Upscale markets, American Security Bank, 44

"Upskilling," 184

Upward mobility (promotions), 9 , 46 -47, 128 (see also Managing up)

U.S. Steel (USX), 10 , 191 , 196 n

Useem, Michael, 3 n

Uttal, Bro, 56

V

Vertical integration, 9 , 16 , 36 n-37n

Visible Hand (Chandler), 17

Vision, Values, and Strategy, 64 , 66 -67

Votja, George, 14

W

Wages, 20 ;

freezes on, 10 , 195 n;

SystemsGroup, 126 , 128 , 129 , 130 , 155 ;

women's, 187 , 188 ;

and worker-participation schemes, 181 -82

Wall Street Journal , 2 n, 8 n, 49 , 173

Walton, Richard, 165 n, 168

War Manpower Commission, 58

Waterman, Robert, 50 n, 55

Wedgewood, Robert, 41 , 158 ;

on culture, 59 , 50 ;

departure of, 160 , 193 -94;

and "excellence award," 129 ;

and retraining, 61 n, 62 ;

and technological investment, 44 -45

Weisskopf, Thomas, 20

Wells, Donald M., 167 , 183 n

Whalley, Peter, 66 , 125

"Women's work," 187 -88, 190

Women workers, 172 n, 185 -91

Wong, Dan, 112

Wood, Stephen, 92 n

Worker-participation schemes, 166 , 167 -71, 174 , 178 , 181 -84, 186 -87.

See also Quality circles; Self-management

Workers, 11 ;

contingent, 166 , 172 -74, 188 -90;

scapegoating, 1 , 20 .

See also Employees

Work in America (HEW), 164 n-65n

World War II, 58

Wright, Erik, 173 n

X

Xerox, 10

Y

Yee, Lynn, 132

YMCA, 58

Z

Zuboff, Shoshanna, 65 n, 180 -81, 197

Zysman, John, 163 , 165