KS_HR Management_Discussion 7--FINAL_Week 7
.docx
keyboard_arrow_up
School
Indiana University, Purdue University, Indianapolis *
*We aren’t endorsed by this school
Course
HR410
Subject
Business
Date
May 16, 2024
Type
docx
Pages
2
Uploaded by ChancellorWren4402 on coursehero.com
Group 2- Katrina Simmons, Marissa Nielsen, Monica Henry, Shweta Jain, James Kendrick, Jeanne Lilly
Item 2
TO: Paul Lands, Computer Center
FROM:
Group 2, Personnel Department
RE:
Performance Evaluation
Mr. Lands,
Thank you for informing me of the conflicting information you received regarding yours and Mr. Meena’s performance evaluations. I am sorry to hear you have issues with the performance evaluation you received. At O’Leary Organization we take pride in our work and value our employees. We are committed to adhering to the Uniform Guidelines of Employee Selection Procedures for both the selection and evaluation of employees. As you are aware employee evaluations are just one of the many ways we assess an employee’s performance and rate at which they accomplish their goals (Pynes p.311). As you mentioned, upper management also utilizes these evaluations in order to determine a potential candidate’s future promotion (Pynes p.304). All supervisors must complete the evaluation form and then schedule an interview session with the employee before it is signed by both parties. You both also would have determined common goals for your position. Each supervisor is required to attend training on appraisal form completion and should thoroughly discuss the reasoning behind the scores given.
Did you receive your performance evaluation interview? If not, I will make sure to speak with your supervisor and have this scheduled immediately. Based on the comparisons you and Mr. Meena performed, it appears you both may have been victims to common rater errors known as
the Horn Effect, Strict/Lenient Rating and Halo Effect (Pynes p. 314). Based on your complaint, my team will begin composing a more detail, oriented appraisal form which will reflect your specific job related features and ranking and have this become the standard each supervisor is required to adhere to. This should leave you with a clearer understanding of the evaluation process. Should you have any further issues or concerns feel free to contact me again.
Thank you.
Group 2, Personnel Department
Item 9
TO: Chris Green, Supervisor
FROM:
Group 2, Personnel Department
RE:
Performance Evaluation of Bill Young
Mr. Green,
Thank you for informing me of your dilemma regarding the performance evaluation of Mr. Young. We want Mr. Young’s evaluation to motivate him to continue to perform to the best of his abilities so we may reward him with a future promotion. This is why each job analysis should be performed based on the Heuristic Guidelines. The Training and Development Team here at
the O’Leary Organization mandates that a 360-degree evaluation be conducted for those in positions such as Mr. Young. Here we will utilize the 360-degree evaluation approach and obtain
feedback from his coworkers and clients who are able to observe his standards (Pynes 315). This
form of appraisal is a bit more intensive, but will ensure Mr. Young is evaluated at the highest standard. We would also like to implement a self-appraisal method in which the employee will have the opportunity to do a self-evaluation and compare it to the supervisor’s standards in an effort to determine the differences and similarities between the two (Pynes p.316). Hopefully this well rounded process will provide a sufficient analysis of Mr. Young’s overall performance and will result in an accurate overall rating. Please let me know if you have any further issues or concerns.
Thank you.
Group 2, Personnel Department
Your preview ends here
Eager to read complete document? Join bartleby learn and gain access to the full version
- Access to all documents
- Unlimited textbook solutions
- 24/7 expert homework help
Related Questions
Question No. 1
You have just been hired as the new head of an audit team for a national accounting fi rm. With four years
of experience, you feel technically well prepared for the assignment. However, this is your first formal
appointment as a "manager." Things are complicated at the moment. The team has12 members of diverse
demographic and cultural backgrounds, as well as work experience. There is an intense workload and lots
of performance pressure. How will this situation challenge you to develop and use essential managerial
skills and related competencies to successfully manage the team to high levels of auditing performance?
arrow_forward
Course Title: Introduction to Human Resource Management
Question :
Mr. Arshi was being introduced as a new Board of director for a local Bank to all the employees in the HQ. During a visit at one of the branch offices, he was informed by a supervisor that employee turnover is too high, and no sooner had one employee been put on the job than another one resigned. She told that she had little time to work with the new employees as they came and went. All branch supervisors hired their own employees without communication with the HQ or other branches. After touring the 22 branches and finding similar problems in many of them, Arshi wondered what HQ should do or what action he should take. As HR Manager,
As HRM Manager Identify the problem in HQ and bank’s branches and suggest resolution specifically from HRM point of view.
What specific functions should an HR unit carry out?
arrow_forward
DISCUSSION OF CHAPTER 7 INCIDENTS
HRM Incident 1: These Things Are a Pain
“There, at last it’s finished,” thought Rajiv Chaudhry, as he laid aside the last of 12 performance appraisal forms. It had been a busy week for Rajiv, who supervises a road maintenance crew for the Georgia Department of Highways.
In passing through Rajiv’s district a few days earlier, the governor had complained to the area superintendent that repairs were needed on several of the highways. Because of this, the superintendent assigned Rajiv’s crew an unusually heavy workload. In addition, Rajiv received a call from the human resource office that week telling him that the performance appraisals were late. Rajiv explained his predicament, but the HR specialist insisted that the forms be completed right away.
Looking over the appraisals again, Rajiv thought about several of the workers. The performance appraisal form had places for marking quantity of work, quality of work, and cooperativeness. For each…
arrow_forward
Walt Marshall—Supervisor of Repair Crew
You are the head of a crew of telephone maintenance workers, each of whom drives a small service truck to and from the various jobs. Every so often you get a new truck to exchange for an old one, and you have the problem of deciding which of your crew members you should give the new truck. Often there are hard feelings, since each seems to feel entitled to the new truck, so you have a tough time being fair. As a matter of fact, it usually turns out that whatever you decide is considered wrong by most of the crew.
You now have to face the issue again because a new truck has just been allocated to you for assignment. In order to handle this problem what will you do?
arrow_forward
Staffing plays a pivotal role in shaping an organization's culture and performance. It involves not only the selection of qualified individuals but also their development, retention, and overall engagement. The process of staffing is an ongoing journey that influences how a company operates and how its employees contribute to its success. Organizations must carefully consider the skills, experience, and values of the individuals they bring on board to create a cohesive and high-performing team.
Question: In what ways can companies strike a balance between recruiting experienced
candidates and nurturing internal talent to foster a dynamic and sustainable workforce
arrow_forward
Assessment1. How would the employees who remained be affected by the unjust termination of a colleague?
2. What do you think is the reason why outplacement for laid-off employees should be away from company headquarters?
3. Why should you complete a termination interview for at most 15 minutes?
4. Suppose you have to choose who to lay off between an employee who is about to retire and a new employee who shows significant potential. What would be your considerations in choosing the person to lay off? Who will you choose to lay off then?
arrow_forward
Discussion Questions: Involuntary Separations - To Terminate or not?
a) Employee repeatedly disrespects manager (e.g. calls manager names
and makes jokes about him in the lunchroom) but usually follows
direction and gets the job done.
b) Employee has been found to have lied on their resume. They indicated
that they earned a degree from McMaster University, when in fact they
only completed first year.
c) Employee returned from lunch break, and it appears that they are
intoxicated. A staff member reported smell of alcohol.
d) Sales Account Manager neglects a demanding customer and loses
significant company contract.
arrow_forward
Select the best answer for the question
17. You work for a small company that wishes to establish a job evaluating system. Which system would you recommend?
O A. Factor comparison
OB. Point system
OC. Job classification
D. Job ranking
Mark for review (Will be highlighted on the review page)
<< Previous Question
Next Question
arrow_forward
Q1) Assume that you work for a well-renowned Travel Agency as an HR Manager. Your company has been facing a high turnover rate of employees in the recent months. Almost 15 employees out of the 50 member staff have left the company in the past two months. The high turnover rate is negatively impacting the performance of the company.
Your CEO is concerned about this issue and he has asked you to conduct a research study to find out the causes of the high turnover rate in your company. You believe qualitative research to be the suitable type of research for this study.
Plan a qualitative study to investigate high turnover rate in your company by answering the following questions:
(a) Identify research paradigm/Interpretivist to conduct this study? Justify your choice.
(b) Identify qualitative research approach/type to conduct this study? State reasons for your choice.
arrow_forward
Q1) Assume that you work for a well-renowned Travel Agency as an HR Manager. Your company has been facing a high turnover rate of employees in the recent months. Almost 15 employees out of the 50 member staff have left the company in the past two months. The high turnover rate is negatively impacting the performance of the company.
Your CEO is concerned about this issue and he has asked you to conduct a research study to find out the causes of the high turnover rate in your company. You believe qualitative research to be the suitable type of research for this study.
(a) Identify research paradigm/Interpretivist to conduct this study? Justify your choice.
arrow_forward
Q1) Assume that you work for a well-renowned Travel Agency as an HR Manager. Your company has been facing a high turnover rate of employees in the recent months. Almost 15 employees out of the 50 member staff have left the company in the past two months. The high turnover rate is negatively impacting the performance of the company.
Your CEO is concerned about this issue and he has asked you to conduct a research study to find out the causes of the high turnover rate in your company. You believe qualitative research to be the suitable type of research for this study.
Plan a qualitative study to investigate high turnover rate in your company by answering the following question
(a) Identify research paradigm/Interpretivist to conduct this study? Justify your choice. (150 to 200 words)
(b) Identify qualitative research approach/type to conduct this study? State…
arrow_forward
Question :-
Which of the time management methods is more familiar to you? Also, in your opinion, which of the time management techniques is more appropriate for medical doctors? Please describe both in summary.
arrow_forward
HRM Incident 1: HR after a Disaster
After Hurricane Rita struck Lake Charles in southwest Louisiana, many businesses wondered if they would ever return to their former selves. Lake Charles, known for its large and beautiful oak and pine trees, now had the job of removing those downed trees from homes, businesses, and lots. You could see for miles through what used to be thick forests. Huge trucks designed for removing massive tree trunks were everywhere. While driving down a street, downed trees could be seen stacked two stories high, waiting to be picked up. The town grew rapidly in size because of the increased number of repair crews working on recovery operations. The noise created by their chain saws could be heard from daylight until dark. The sounds of hammers were everywhere as homeowners scrambled to get their roofs repaired. Often repair crews would just find an empty lot and set up tents for the night because all motels were full. Traffic was unbelievably slow, and it…
arrow_forward
Which of the following is the correct abbreviation of HRM?
Question 17 options:
Human Resource Management
Human Resourcefulness Management
Human Relation Management
Humanistic Relation Management
arrow_forward
HRM Incident 2: Good Job!
Chandra LaMar just celebrated her 20-year anniversary at Westfield Farm Implement Company, a large retailer of farm equipment ranging from small riding lawn mowers to gigantic combines. She started her career as an office clerk and received excellent performance reviews, which led to many promotions through the years. Chandra worked the longest in the customer service department as a product specialist.
Chandra was well liked by her peers. She was an easy going individual who tried to help in any way possible. For instance, when a coworker did not understand details about new products, Chandra always took the time to answer their questions. When a coworker needed to leave early or come in late, Chandra answered his or her calls as well as her own. All the while, she never took credit for helping others.
Chandra was thrilled when the company promoted her to manager of the customer service department. First unsure about whether to accept the promotion,…
arrow_forward
A firm with a large number of subordinates reporting to one supervisor has a tall organization structure.
Question 16 options:
True
False
arrow_forward
Memo
To: Ervin Holder
From: Grace Lathrop (Customer relations)
Date: 9/14/23
RE: Warranty coverage
Hello Mr. Holder, my name is Grace in customer relations. I have a customer who is upset because their air conditioner broke. Looking into the database, I discovered a problem with the updating of the software. Customers that have a warranty are not showing in the database as being active.
I have chosen to cover the warranty because of your policy to honor any warranty bought with the previous owners. I have contacted the customer to inform them that their problem will be taken care of. I have also contacted IT services to correct the issue so that the system updated each account monthly. This will ensure that all accounts that are active stay active and that this issue will not happen again.
I am contacting you to inform you of the process that is being taken to ensure this issue gets resolved and make customers feel like family. I look forward to…
arrow_forward
TALENT MANAGEMENT AT NORTH SHORE-LONG ISLAND JEWISH HEALTH SYSTEM
This vignette highlights how North-Shore Long Island Jewish Health System (NS-LI) uses a computerized talent management system. This system helps NS-LI in its recruiting efforts, by gathering information on the organization’s HR goals, recruiting efforts, employee performance reviews, and more. Using data from the system, NS-LI is making better hiring decisions that match applicants to jobs, so turnover has fallen.
Question: According to the information presented in this case, what are the advantages of using a computerized talent management system, particularly in a tight labor market? provide main bullet points only
arrow_forward
Business Ethics (MGT 610)Assignment# 12 Semester Spring 2016Assignment No. 12FALL SEMESTER 2016MGT610- Business EthicsMarks40Student ID/Login ID:Student Name:Date:__________________________________________________________Please read the following instructions carefully before attempting the assignment:â¢Assignment covers lesson no.01-09â¢Last date for submission of solution 1 is 28/7/2016â¢10-15pages.â¢All instruction will be considered during checking assignment. So, consider allthese.â¢Use the standard format for preparing assignment. Use MS word 2003 or previousversion for your solution other format will not be acceptedâ¢Give the answer according to question, no mark will be given for irrelevantmaterial.â¢Donât rely only on handouts, use other reference books also.â¢Mention the source which u are using for preparing your…
arrow_forward
QUESTION 20
According to the textbook and course notes, the skill required equally at all levels of management is:
O A. conceptual
O B. technical
O C. informational
O D. human
O E. decisional
arrow_forward
Scenario:
“Melinda!” bellowed Toran to the company’s HR specialist, “I’ve got a problem, and you’ve got to solve it. I can’t get people in this plant to work together as a team. As if I don’t have enough trouble with our competitors and our past-due accounts, now I have to put up with running a zoo. You’re responsible for seeing that the staff gets along. I want a training proposal on my desk by Monday.” Assume you are Melinda.
QUESTIONS:
Is training the solution to this problem? How can you determine the need for training?
Summarize how you would conduct a needs assessment
arrow_forward
9:28
< Вack
Assignment Case - 1
Management in Action
Tim and Richard Smucker Manage a Great Place to Work
According to a study conducted for Fortune
magazine by the Great Place to Work Institute,
the best company to work for in America is
headquartered in Orrville, Ohio (population
8,000). Orrville is a quiet, tidy town 50 miles
south of Cleveland. Employees don't get any
razzle-dazzle perk such as pet insurance. The
J.M. Smucker Co. is a 107-year-old, family-
controlled business that is run by two brothers
who tend to quote the New Testament and Ben
Franklin. It's a throwback to a simpler time.
Smucker's gimmick-free management starts
with the co-CÉO,, Tim and Richard Smucker,
who took the reins in 2001. Tim and Richard are
popular with the 2,930 employees-they're
affectionately known as the "boys"-which isn't
too surprising given that the company's stock had
a total return of 100 percent during the past five
years. (The vast majority of stocks lost about 25
percent in value during…
arrow_forward
Question 5:
Every employee of an organization need some reward for his/her performance and efforts. What type of rewards you know and will give to your employees when they give you proper performance according to the standards you established?
arrow_forward
Question 1: What should you do?
You are the manager of telephone-based customer service center in Myrtle Beach, SC that runs a 24-7 operation with three 8-hour shifts. There are 120 employees and each shift has a supervisor that handles that the direct and day-to-day management of employees. Recently, you learned that several employees have punching each other's time cards to avoid be counted as late. The times vary but range from 10 minutes to 30 minutes in terms of "clock" time. Given the service-focused center, attendance and timeliness are essential to meet customer expectations. Many of the employees are aware of this practice and have considered it acceptable and you overhead employees asking each other to punch their time clock. In some instances, the employees leave early without clocking out and their associates sign them out at the end of the shift. Is this an acceptable business practice or is this behavior that needs to be addressed? Discuss in your response whether this…
arrow_forward
Question 1: What should you do?
You are the manager of telephone-based customer service center in Myrtle Beach, SC that runs a 24-7 operation with three 8-hour shifts. There are 120 employees and each shift has a supervisor that handles that the direct and day-to-day management of employees. Recently, you learned that several employees have punching each other's time cards to avoid be counted as late. The times vary but range from 10 minutes to 30 minutes in terms of "clock" time. Given the service-focused center, attendance and timeliness are essential to meet customer expectations. Many of the employees are aware of this practice and have considered it acceptable and you overhead employees asking each other to punch their time clock. In some instances, the employees leave early without clocking out and their associates sign them out at the end of the shift. Is this an acceptable business practice or is this behavior that needs to be addressed? Discuss in your response whether this…
arrow_forward
Topic:Employee Training and Development.
Write theoretical aspects on the above topics
arrow_forward
What tasks does Human resource management involve
Question 11 options:
Attracting employees to the organisation
Recruiting employees
Retaining employees
All of the above
arrow_forward
SEE MORE QUESTIONS
Recommended textbooks for you
BUSN 11 Introduction to Business Student Edition
Business
ISBN:9781337407137
Author:Kelly
Publisher:Cengage Learning
Essentials of Business Communication (MindTap Cou...
Business
ISBN:9781337386494
Author:Mary Ellen Guffey, Dana Loewy
Publisher:Cengage Learning
Accounting Information Systems (14th Edition)
Business
ISBN:9780134474021
Author:Marshall B. Romney, Paul J. Steinbart
Publisher:PEARSON
International Business: Competing in the Global M...
Business
ISBN:9781259929441
Author:Charles W. L. Hill Dr, G. Tomas M. Hult
Publisher:McGraw-Hill Education
Related Questions
- Question No. 1 You have just been hired as the new head of an audit team for a national accounting fi rm. With four years of experience, you feel technically well prepared for the assignment. However, this is your first formal appointment as a "manager." Things are complicated at the moment. The team has12 members of diverse demographic and cultural backgrounds, as well as work experience. There is an intense workload and lots of performance pressure. How will this situation challenge you to develop and use essential managerial skills and related competencies to successfully manage the team to high levels of auditing performance?arrow_forwardCourse Title: Introduction to Human Resource Management Question : Mr. Arshi was being introduced as a new Board of director for a local Bank to all the employees in the HQ. During a visit at one of the branch offices, he was informed by a supervisor that employee turnover is too high, and no sooner had one employee been put on the job than another one resigned. She told that she had little time to work with the new employees as they came and went. All branch supervisors hired their own employees without communication with the HQ or other branches. After touring the 22 branches and finding similar problems in many of them, Arshi wondered what HQ should do or what action he should take. As HR Manager, As HRM Manager Identify the problem in HQ and bank’s branches and suggest resolution specifically from HRM point of view. What specific functions should an HR unit carry out?arrow_forwardDISCUSSION OF CHAPTER 7 INCIDENTS HRM Incident 1: These Things Are a Pain “There, at last it’s finished,” thought Rajiv Chaudhry, as he laid aside the last of 12 performance appraisal forms. It had been a busy week for Rajiv, who supervises a road maintenance crew for the Georgia Department of Highways. In passing through Rajiv’s district a few days earlier, the governor had complained to the area superintendent that repairs were needed on several of the highways. Because of this, the superintendent assigned Rajiv’s crew an unusually heavy workload. In addition, Rajiv received a call from the human resource office that week telling him that the performance appraisals were late. Rajiv explained his predicament, but the HR specialist insisted that the forms be completed right away. Looking over the appraisals again, Rajiv thought about several of the workers. The performance appraisal form had places for marking quantity of work, quality of work, and cooperativeness. For each…arrow_forward
- Walt Marshall—Supervisor of Repair Crew You are the head of a crew of telephone maintenance workers, each of whom drives a small service truck to and from the various jobs. Every so often you get a new truck to exchange for an old one, and you have the problem of deciding which of your crew members you should give the new truck. Often there are hard feelings, since each seems to feel entitled to the new truck, so you have a tough time being fair. As a matter of fact, it usually turns out that whatever you decide is considered wrong by most of the crew. You now have to face the issue again because a new truck has just been allocated to you for assignment. In order to handle this problem what will you do?arrow_forwardStaffing plays a pivotal role in shaping an organization's culture and performance. It involves not only the selection of qualified individuals but also their development, retention, and overall engagement. The process of staffing is an ongoing journey that influences how a company operates and how its employees contribute to its success. Organizations must carefully consider the skills, experience, and values of the individuals they bring on board to create a cohesive and high-performing team. Question: In what ways can companies strike a balance between recruiting experienced candidates and nurturing internal talent to foster a dynamic and sustainable workforcearrow_forwardAssessment1. How would the employees who remained be affected by the unjust termination of a colleague? 2. What do you think is the reason why outplacement for laid-off employees should be away from company headquarters? 3. Why should you complete a termination interview for at most 15 minutes? 4. Suppose you have to choose who to lay off between an employee who is about to retire and a new employee who shows significant potential. What would be your considerations in choosing the person to lay off? Who will you choose to lay off then?arrow_forward
- Discussion Questions: Involuntary Separations - To Terminate or not? a) Employee repeatedly disrespects manager (e.g. calls manager names and makes jokes about him in the lunchroom) but usually follows direction and gets the job done. b) Employee has been found to have lied on their resume. They indicated that they earned a degree from McMaster University, when in fact they only completed first year. c) Employee returned from lunch break, and it appears that they are intoxicated. A staff member reported smell of alcohol. d) Sales Account Manager neglects a demanding customer and loses significant company contract.arrow_forwardSelect the best answer for the question 17. You work for a small company that wishes to establish a job evaluating system. Which system would you recommend? O A. Factor comparison OB. Point system OC. Job classification D. Job ranking Mark for review (Will be highlighted on the review page) << Previous Question Next Questionarrow_forwardQ1) Assume that you work for a well-renowned Travel Agency as an HR Manager. Your company has been facing a high turnover rate of employees in the recent months. Almost 15 employees out of the 50 member staff have left the company in the past two months. The high turnover rate is negatively impacting the performance of the company. Your CEO is concerned about this issue and he has asked you to conduct a research study to find out the causes of the high turnover rate in your company. You believe qualitative research to be the suitable type of research for this study. Plan a qualitative study to investigate high turnover rate in your company by answering the following questions: (a) Identify research paradigm/Interpretivist to conduct this study? Justify your choice. (b) Identify qualitative research approach/type to conduct this study? State reasons for your choice.arrow_forward
- Q1) Assume that you work for a well-renowned Travel Agency as an HR Manager. Your company has been facing a high turnover rate of employees in the recent months. Almost 15 employees out of the 50 member staff have left the company in the past two months. The high turnover rate is negatively impacting the performance of the company. Your CEO is concerned about this issue and he has asked you to conduct a research study to find out the causes of the high turnover rate in your company. You believe qualitative research to be the suitable type of research for this study. (a) Identify research paradigm/Interpretivist to conduct this study? Justify your choice.arrow_forwardQ1) Assume that you work for a well-renowned Travel Agency as an HR Manager. Your company has been facing a high turnover rate of employees in the recent months. Almost 15 employees out of the 50 member staff have left the company in the past two months. The high turnover rate is negatively impacting the performance of the company. Your CEO is concerned about this issue and he has asked you to conduct a research study to find out the causes of the high turnover rate in your company. You believe qualitative research to be the suitable type of research for this study. Plan a qualitative study to investigate high turnover rate in your company by answering the following question (a) Identify research paradigm/Interpretivist to conduct this study? Justify your choice. (150 to 200 words) (b) Identify qualitative research approach/type to conduct this study? State…arrow_forwardQuestion :- Which of the time management methods is more familiar to you? Also, in your opinion, which of the time management techniques is more appropriate for medical doctors? Please describe both in summary.arrow_forward
arrow_back_ios
SEE MORE QUESTIONS
arrow_forward_ios
Recommended textbooks for you
- BUSN 11 Introduction to Business Student EditionBusinessISBN:9781337407137Author:KellyPublisher:Cengage LearningEssentials of Business Communication (MindTap Cou...BusinessISBN:9781337386494Author:Mary Ellen Guffey, Dana LoewyPublisher:Cengage LearningAccounting Information Systems (14th Edition)BusinessISBN:9780134474021Author:Marshall B. Romney, Paul J. SteinbartPublisher:PEARSON
- International Business: Competing in the Global M...BusinessISBN:9781259929441Author:Charles W. L. Hill Dr, G. Tomas M. HultPublisher:McGraw-Hill Education
BUSN 11 Introduction to Business Student Edition
Business
ISBN:9781337407137
Author:Kelly
Publisher:Cengage Learning
Essentials of Business Communication (MindTap Cou...
Business
ISBN:9781337386494
Author:Mary Ellen Guffey, Dana Loewy
Publisher:Cengage Learning
Accounting Information Systems (14th Edition)
Business
ISBN:9780134474021
Author:Marshall B. Romney, Paul J. Steinbart
Publisher:PEARSON
International Business: Competing in the Global M...
Business
ISBN:9781259929441
Author:Charles W. L. Hill Dr, G. Tomas M. Hult
Publisher:McGraw-Hill Education