Performance is the root of success or failure and it stands at the heart of all management operations. This book, as the title describes, is a practical one which uses a model derived from the work of Gilbert who identified two main performance dimensions: environmental factors and worker behaviour. The "environmental factors", i.e. areas that can be influenced by management decisions and alterations to the working environment are what Fusch and Gillespie, the authors, describe as the "hard side of management." "Worker behaviour" is under the control of the workers and this they describe as the "soft side of management."
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