Front matter
HF 5500X4"""'""'™""'"-"'"'^ Getting the most out of business; observa
3 1924 013 947 118
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Contents
Chapter Part I — Making the Right Start Page
I Thought as a Business Asset 31
Crooked Thinking
Part II — What's the Use? V Some Business Policies 75
The Book of Rules
Waste
The "Let Alone" Policy
The Viewpoint of the Public
The Policy of Publicity
The Study of Mankind
Emotion as an Efficiency Factor
VI Psychology and Common Sense ,. . 87
Applied Psychology
Psychology at Work
Illusions
The Work of Science
Efficient Common Sense
The Selfridge Experiment
VII Efficiency and Common Sense 96
The Missing Link A Failure of Distribution Trade-Mark Mistakes Scientific Common Sense A Personal Efficiency Test Vocational Study
CONTENTS xix
The Selection of the Fittest The Try and Fail Method of Employment Efficiency Charts Looking for $io,ooo-a-Year Men
Part III — ^The Rules of the Game VIII Doers and Thinkers ,. 113
An American Error
A Creed of Humility
The Place of the Thinker
The Problem of Business Training
What Is Truth?
The Point of View
Men Who Do Not Make Good
IX The Rule of Thumb ■. . 119
The New Industrial Day
The Shadow of the Old Day
"My Business Is Different"
The Essence of Individuality
The Geometrical Increase of Expense
Loss Prevention
The Burden of System
The Conditions of Operative Inefficiency
The Conditions of Operating Efficiency
The Danger of Over-Specialization
X The Rules of Efficiency ; 127
The Rules of Industrial Efficiency Some Rules of Accounting Efficiency Instructing the New Clerk Establishing Standards The Twelve Principles of Efficiency The Scientific Application of Principles Work for the Thinker and the Doer Franklin's Personal Efficiency Plan Working by Schedule Index to Data Files Preservation of Ideas Standardization by Experts The Letter Killeth
XX CONTENTS
XI The Work of Efficiency 150
What Efficiency Can Do Efficiency in Selling Inefficiency in Advertising Inefficiency in Management Inefficiency in the Office Efficiency in the Individual Organization Efficiency
Part IV — On the Road to Damascus XII The New Gospel of Commercial Efficiency. .,. . 163
The Dawning of the New Era
The New Creed
The Apostle of the New Era
Wanamaker Publicity
The Spirit of Wanamaker Publicity
Philosophy of Wanamaker Publicity
Wanamaker's Scientific Open-Mindedness
The Old Order
The Journey to Damascus
XIII The Gift of Perception 176
Some Who Saw Sight Limitations The Power to See The Hidden Possibilities Looking Ahead
XIV Seen on the Way. 183
An Efficient Type
The Work and the Workers
Education in Efficiency
The Broader Business Education
The Responsibility of the Business Man
Education for Real Life
"Made in Germany"
Vocational Guidance
The Need of Intensive Training
American Man-Culture
The Corporation School
The Wanamaker School
Improvement Clubs and Special Schools
CONTENTS xxi
XV Those Who Lead ,. ,. 197
Why They Are Leaders The Originality of Adaptation Takiiig Down the Blinds Education That Strengthens The Basis of Successful Work Getting the Viewpoint The Open Mind "Stop, Look, and Listen"
Part V — Loyalty to the Vision of Things Well Done XVI The Religion of Loyalty , 207
A Message from the Orient
The Spirit of the New Japan
Japanese Loyalty Plus EflSciency
Adaptation as an Efficiency Factor
The World Spirit
Bushido
The Principles of Bushido
I — Rectitude or Justice
2 — Courage — The Spirit of Daring and Bearing
3 — Benevolence — The Sympathy with Distress
4 — Politeness — ^The Distinguishing Virtue of the Japanese
S — Veracity and Sincerity
6 — Honor — The Most Sacred of the Virtues of Bushido
7— The Duty of Loyalty
8 — Education and Training
9 — Self-Control 10 — Suicide and Redress The Mystery of Mankind
XVII Loyalty to Plan and Purpose ■ , 221
The Ultimate Objective
The Motor Power of Success
The True Policy
What Constitutes Loyalty
Imagination as a Success Factor
The Why of Failure
Rules for Success in Retailing
What Jones Thought Over xxii CONTENTS
Chapter P*«^
XVIII Loyalty to Ideals 233
The Point of View The House Policy The Spirit of the Rules What Is a House Policy?
The Wanamaker Store Policy
First— As to the Public
Second— As to the Working People The Cardinal Points of the Business The Wanamaker Idea The Man Motive Looking Upward Loyalty to Self Loyalty to the Vision
Part VI — ^A Paper of Brass Tacks
XIX The N. C R. School 249
The School Record The Basal Principle Origin of the N. C. R. School The Idea The Problem Required Instructions Some of the Results Instructors and Methods
XX Standard Practice Instructions ■. .. . 258
Formulas and Precepts Lodge's Rules of Management The Book of Decisions Napoleon as a Civil Administrator An Administrative Manualization Manualizing the Salesman's Work The Salesman
Making the Precept Practice Standardizing Sales Methods The "Possible Purchaser"
XXI The Sales Manual ,..,..> , 270
Genesis of a Sales Manual The N. C. R. Manual
CONTENTS xxiii
Arrangement of the N. C. R. Manual The Sales Quota The lOO-Pointers Reward Managing the Sales Force The Doctrine of Definite Instructions The Patterson Way
XXII Extension of the School Plan , 280
Net Results of the N. C. R. School
The Curtis School
National Cloak and Suit School
The Larkin School
Applied Psychology of the Victor Talking Machine Company
Globe- Wernicke Doctrine
Investigations That Mislead
Facing the Facts
The Spread of Efficiency
Part VII— Who Says So? XXIII The One-Man Fallacy . 289
The Walsh Tragedy
Autocratic Rule
The Why of Walsh's Failure
The Marshall Field Way
A Man Who Couldn't Grow
How Others Can Help
The Concrete Case Delusion
The Man Outside
Don't Jump in the Dark
KXIV Rational Business Methods ,. .; 301
Think, Then Act
The Purchase of Brains
Interchange of Experience
Mixed Accounts
The Counsel of Perfection
Give the Expert a Chance
The Qualifications of the Expert
The Work of the Expert
Measuring the Expert xxiv CONTENTS
Chapter Pa' "
Where an Expert Was Needed Supplanting a Bad System A Standard Practice Book Establishing a Schedule The Side Drift Beware of Misinformation
XXV Scientific Principles Applied to Business 319
A Story of Cravats
Science and Business
The Royal Laboratory
Corporation Research Laboratories
"The Mayor's Eye"
Market Statistics vs. Market Guesses
Follow the Rules
The Men Who Block the Way
Recognition of the Expert
Part VIII — Thinker, Doer & Company XXVI The Executive Organization 331
The Man Who Got Things Done
Beginning Reform at the Top
Managerial Mistakes
A House Divided
The Planning Department
The Taylor and Emerson Systems of Scientific Management
Efficiency Principles Fixed — Methods Vary
The American Line Idea of Business Organization
The Work and the Man
The Planned Organization
Fatal Economy
Elements of Good Management
XXVII The Line and Staff System 348
Line and Staff Organization
The Staff Idea
Will Cure Two Evils
The Objective Attitude
The House J. P. Morgan Built
Staff versus Committee
Mark Twain on Expert Knowledge
Staff and Committee Co-operation
Application of the Staff Idea
CONTENTS XXV
Using the Man Power Salesman and Selling Methods The Staflf Idea Applied to Salesmanship Planning a Cereal Campaign The Staff and the Selling Organization An Advertising Failure Scientific Management in the Navy Scientific Retailing
Part IX — One Foot Inside the Door XXVIII Individuality 371
The Human Element
Self and Self Sacrifice
The Liberty of Self
The Higher Selfishness
A Standard of Right
Individuality as an Efficiency Principle
The Trinity of Self
What Makes the Master
The Domination of the Master
XXIX The Efficieht Individuality ., 381
Squaring the Round Peg
Wherein the Value of Individuality
The Measure of Self
The Two Tests
The Ambition of Self
The Faith of Works
Efficiency and the Individual
Efficiency Differences
The Individuality of a Business
The Menace of the Egotist
What the "Rank Outsider" Did
What Is Freedom ?
The Penalty of Being a Genius
The Temperamental Egotist
Efficiency Well-Directed Energy
"Insist on Yourself ; Do Not Imitate"
The Limit of Equality
XXX According to the Rules 396
The Prevalence of Law xxvi CONTENTS
Chapter Tags
The Method of Saint-Gaudens The Individuality and Science By the Rule
The Supremacy of Law The Rules of the Road The Testimony of the Masters Laws of Efficiency Control The Test of Efficiency The Efficient Individualism
Part X — ^That Letter to Hooker XXXI The Basis of Discipline 409
The True Discipline
The Work of Discipline
The Discipline of Lincoln and Lee
The Hooker Letter
Wherein Hooker Was Right
The Basis of True Authority
The Filene Standard
Criticism vs. Detraction
"Master of Himself"
Master of Others
XXXII Discipline for Growth 420
The Purpose of Discipline
The Discipline of Indirection
A Book of Management
Noblesse Oblige
Discipline by Indirection in Operation
Discipline by Deflection
The Better Way
The Effective Discipline
Discipline by Counteraction
Self-Control
XXXIII The Essentials of Discipline .1. . 430
Discipline That Kills
Obstacles to Discipline
The "Shoulder Touch" of Discipline
The Power of Obedience
The Weakness of Deceit
CONTENTS xxvii
Discipline and Sympathy The Eye of Discipline The Discipline of Facts The Principles of Discipline
Part XI — The End of the Rainbow XXXIV The Basis of Wages. , 441
Making Men
The Hope of Reward
Wages and Justice
Education and Business
The Open Mind
The Southern Pacific System
The Game and Its Rules
The Economy of High Wages
Who Pays Labor's Bills?
Prices Rise with Wages
The Broader Creed
The Gold in the Pot
The Ends of Efficiency
Efficiency and the Worker
XXXV The Wage Plan 456
The Wage Problem Wage Systems
First — A Fixed Salary
Second — Salary and a Bonus
Third— Profit Sharing The Old Way The Proposed Solution The Ford Investigation A Permanent Force How the System Works Provident Plan of the American Telephone and Telegraph
Company Compensation by Commissions The Study of Records Experience as a Wage Guide Piece-Work and Fair Play The Bonus for Brains The Suggestion System Requirements of the Suggestion System xxviii CONTENTS
Part XII — Ich Dien XXXVI Educated Democracy 479
The Filene Co-operative Association
What the Filene Co-operative Association Has Done
The F. C. A. Arbitration Board
What the F. C. A. Stands For
Democracy Steadfast
XXXVII The Law of Service 485
What of the Thinkers and Doers?
The Moral Law of Service A New Industrial Creed Rewards for the Educator Good-Will a Product of Service The Value of Good-Will The Purpose of Co-operation The Ideal of Service Democracy Is Not Equality The Golden Rule of Efficiency The Acid Test of Service
XXXVIII The Debt to Society 497
The Dollar Value of Education
The Teaching of the Schools
Industry and Society Interactive
Business Must Solve Its Own Problems
The Social Debt of the Successful
The Menace of Socialism
True and False Service
Reform from the Outside
The Merchant of the Future
The Passing of the Egotist
The New Basis of Valuation
The Why of Welfare Work
The Social Debt of Science
The Social Debt of Business
The Menace of the Ignorant Immigrant
The Social Debt of the Individual
Taking and Not Giving— The Penalty
The World Service of the Nation
Standardized Efficiency
GETTING THE MOST OUT OF BUSINESS
Part I
Napoleon believed in principles of War. By studying the achievements of great leaders these principles are learned. — Foch.
What you would have in your nation you must first put into your schools. — Selected.
Success — the science of success is the science of Energetics. — Emil Reich.
The soul of man is much more a fact than his body, or his acts, because his soul is eternal.
First Principle ;
There must he a compelling desire to know the Truth, the whole Truth and nothing hut the Truth about all the work of business.
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