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8/9/2019 Wharton Learning1

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Creating a Learning Environment

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Workplace Loyalties Change, but the Value o Mentoring Doesnt 4

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Te Social Network Benet: Losing an Employee Doesnt Have o Mean Losing Knowledge 15

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4/24wHArTonon La Lahp |Creating a Learning Environment, Vl. 1 | 2007 uvt f Plvaa

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5/24what extv eat | P gaat shl f eat |Knowledge@Wharton

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Clearly, employees who have mentors earnmore money, are better socialized into theorganization, and are more productive.


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Full text o this article is also available in audio ormat at

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do TALk To sTrAngers: encourAging PerFormATiVe

Ties To creATe comPeTiTiVe AdVAnTAge


9/24


10/24wHArTonon La Lahp |Creating a Learning Environment, Vl. 1 | 2007 uvt f Plvaa0

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Challenge or the Future

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Universal Application

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Building Leadership

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Problem Areas

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thh at, al, a pat ft

10 a th jb. Th t h a

jt .



mh lat, h th tat h . i hab j a aabl fl a pplha aat at Pt & gabl (P&g) ia a Japa, h t. Aft a 16-a ba, i a a abpt ha t at ap vb b tat afh a a ataat f a ptat ba P&g Japa. ipt th h a a at t. i av

p ff ab a taal ppt a ptt fl h val a tha . ita tfl f bth a th tp f h ta th pa. stat t a a t hlpa t a a at. i tht a blt f th pf. i al bht a pptv t th azat a a at th at pat ba.

ya blv TFm a xllt pt f aazat a t bl t apablt thlahp bh. it al b altat vpt tth ft a h a p vat. F thval, t a th xp. it p ah f la v l xt ll, h

a. Th , f , a th tl f ta ppl xpt t b v a t fat. Al,th th that a t hall aah la pth a ft.

Bt, at a lvl a ptabl azat, hl t b tt hall aa. Thv a t b a fflt a th a , araahaa. A xtv ala ha a atal f ht t, a, Hr at. H v va xtv tt. H ha ht

a xp. of , v l Hr t thla t a. Bt pa hav ta pa.ovall, h ha a bfal t th azat.Th b a bath f fh a.

saat a that ta pa a hlpfl. wpla t ppt th bt th xta axpt thh xtal ah a q, h

a. w a that, hl v ppl f ft t ath, t htha thpt ft. w a f th a.

dpt t , TFm a b b aatflav j ia. Chie Executiveaaztl pblh hth aal rt t th Tpv, pl th xtv ah f sp

stat, h that a f th ppl s&P 500 pa hav a lflllt f hat v th f th a.Th jp bt ft, pa, a lballat. Th tatp a at .ev th lf h p a at azata ll t hav hl half-a-z fft jb tht. ov th pat 5 a, th pta f ceo th lat 100 pa th u.s. hhav b ft thht th a hafall f 25 pt t 9 pt.

B ab a b xpt t t l plx, a ma maala. A t tlvlv, th alp plxt a b alt thl thh a tatl vlv aat ta.A th a l, h ta, l wl cp ftbalpla, ll h t al.

otal Football Management keeps eacho us learning versus growing only inexecution skills.



iTs ALwAys Been Assumed that pa

l ath a h a pl jp hp. Jtth f th l, xp, a t

that t th al th a p bx aff bl.

Bt a t t that l a pl,

at lat a hh-th fl, t al aba a t . F a p la hpl lav th f, hh ta t th

vtal that f la b h aapl, a what maat Pf Lrpf. sh a what tal tt rafal

A. ca pt th l a papttl La F Th wh Lft: Th rvTaf f kl Thh mblt T.

Th t ah a p th th lv-l f b t th fft f tb

blt t f th utstat a aba. B aalz patt tat,th abl t h that pa a bft

f a v fl f l that lt ha th thal xpt v .

wh? Ba, a t rpf, th aal t that ta pa a allth pl lft bh t a a t thl b at at th lla

pla f b. sh t tal abt patp, bt ath th fl f a a fata pfal h th a fl.

Th f, h l, all t qt thvtal that l pl al l.

oth t hav l at th ppt phb bltt th taf f

l that th h.

wh ppl a v ttl a ha aptal,

th pat f a pl lt th fpl l f that p tllt a talt

a th p a f th a valabl

attbt f th pa th h. Th

blf ha b that f l a pl, that a

ba th f , rpf a. ev

lthat a pa l a t athfpl that th th that l

pbl lt.

Bt rpf a th pt fft h

pl a v t f al aptal.

w at jt l f l a ll t

thlv, bt ath a pat f al t f

f va f h tal abt hat

th fl. Th t a vlv

fal aat, h a tat alla, btth a al b fal, vlv pfal

f, -al xha, bl t,

v aft-h alz.

Th al aptal appah l pt that th

f l a pl l a a t th

pl l, hl th ha aptal appah

l t, th ah t th pap.

Six Degrees o Separation

Th pt f al t t a ,bt t tt attt th a, bth th

b l a va lf. ABc h-

atpat aa, sx d, ba th

ppla t that a, ah th plat

a b t t ath p b a f a ha

f x ppl. it a t thht, thh t a

pv .

i b, t hav l fat t h

p f a ba f t, rpf a. Ba

b at al lt f hat th

abt a patla t azat, bt

ath ba th a a fltal a ll

t. i th , h

att. o a l lvl, -ff t pla a

l h fat fl a a pa. Th

pat azat hat l tll h. wh

THe sociA L neTwork BeneFiT: Losing An emPLoyee

doesnT HAVe To meAn Losing knowLedge



hat th h a th ffa h ppl t f aval att.

Th val f t al ll z a , th ah tlpt th ah lt a lal xpat f a jal. Th p ha fl pat f th tf p.

Th thlal l a b fft. At rpf pap, pv ah haa a tt bt th taf f lthat ta pla a th l fl hh-th t. s ah blv thatth t h xha f a a fata th pa ba th pt th ath a at t a . rpf,hv, ha l at th llla t a fthat fal t, h a ta pat

pfal a ta aat, la t thfat f tat alla.

F th pap, h f 154 t f 23 th ut stat, l slVall, a 11 f t, l Japa aia. Th t t tt tt, rpf t, ba t a th tlltal ppt all ptat. Thpa f patt th t pva a t a th fl f l apa t v a.

sh a h -ath xa patt f

1980 thh 1995 t hh f a hhpf pl t. Th l atappxatl 42,000 patt. Patt tat a that all t ta h a f a th f l ta p ft, aa f l taf, th t.

whl th lt a pfall h a v f f t ath, th abl ta pl blt b patt at. Th all at fat h a tat alla a blt b aph .

cta t th v that pa l thh a lav, th t f that th t

t a. spfall, f that lt a plt ath f 8 pt ll t tthat f tha th qvalt f, rpfa. Th v fl f l a patlalp h th pl v t ath. Th th l f a 22 pt llt t th f. Th tb blt ffthl v h th ah tll f thfat that l fl patt tat, ha h, alla, a thlal latbt f. Th fft f tb blt atall t h th blt a, th ah l.

Th f t that th a , pallpla h a sl Vall h th a at f, th a ala b ha pla f th ha f l. That la th fft f a v t ath fl t b a p.

Th ah pap l at va a h

l fl ba h a lav. F , at hal a b tablhbt th l f a th f th, a p tal t h f llaa f. Th pat f a a ala a pa t ta a l l at hat lh.

wh a pl lav f f ath,h/h lla a at th p pla b aa f th pl a

a t h l th bp, th ath t. B hav f th t that f, th v fa blt a al. Th f v thpl th b hhl t fvat pptt.

When an employee leaves one rm oranother, his/her colleagues remaining at the

prior employer can become more aware othe new employer as a site where knowledgeworth knowing is being produced.



Th ah patt tat t t t thpaff f tb blt pa t bblt, h. A tt pzzl lt that th fft f tb blt t b bt; a althh t fatlfft, t al lhtl la tha that fh, th pt.

Th ah l at th fft f tbblt ttl t f patt tat, tfaal fft, a t l l at a hh-thb. i th b h a la lt,hh-pa lt a t th th th. whl t that th f lth pl a th tlzat f th bf l f th f v th pl, t t t a th plat f th atvt, th ath t.

Th al t that th f hlt b a pt th pat f . stll, th aa f th f xp tb blt tbta bft f th vt, th ah a.Fall, rpf t, f t p thptv h a lav. cpa hl bl f a that pat a aabl a pbl,t ltvat th t a h a pbl.

Th -aa patat lat at hh-th fabt h tha ht a.

Full text o this article is also available in audio ormat at

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TALk To HumAn r esources pfal,ltat, a hla h t th pla, a ll f t fft v f Hr.

A t t t, Hr patt a bll baat, bttt, t thft z f fll t f a xplapa bft, a t ll al th thtt f aat t la th bl t b fftv tat pat. dalth th tp f Hr patt l t th tt, a dav sta, ath fheEnthusiastic Employee: How Companies Proit by Giving

Workers What hey Want(what shl Pblh).wh ppl a a t at th qalt f fftft th th pa, h a, iT a Hra patl at th lt.

Th ptv v f Hr that t tlth aat, pv al ptt aj b taat h a aaqt a tt. i th a, Hrpatt hav v aa f th tatall f atata f th pblta tt a atv f thp l, hh l t talt, ptblt a a vlpt, a pvazatal fftv. i l t h Hra a a f lt b a tat pat th thb, a kath gbah, aa t fHr at Th Vaa gp. Hr ftat t ptt th ceo f Vaa. if t, t l aHr pt a b t fftl.

Pt cappll, t f what ct f Ha

r, tl l a at th ct f th qt what th l f Hr ? Fth 1920 , cappll a, Hr a a a a tavat f, a ptt, pla tat thatba qt xplt th 1950 a b a pat fa fft b aat t pvt zat. Bt tl, a pall v th pat a, ththat f zat h l pa v a

thlal ava hav a pl xpabl. Th al tat bt pla pl hh pa pv lftplt t t t f lalt att t pa alha .

Th a, pl a afa t qt ba fth tht lab at a ltat t plaabt a la f fa f b la ff,a cappll. cpa a ph a t pl, a Hr patta b th ha f that. A alt, th a that Hr ppl a th t pt at lat al bjtvl th th ptt h . i at, thpa t t t ba pl bfth a halth a a p, Hr patthav f thlv al th ba f ba t pl.

Strategy-Driven HR: Reality or Goal?

if l at th ht f Hr, a Ja wal,a ltat tat ha ba La Jlla, cA, t Hrh a t, thtablht f all t a v t, a thtat f -lf bala all qabt a a t ta hl.

is your Hr dePArTmenT Friend or Foe? iT dePends on

wHos Asking THe QuesTion



F xapl, t f l l t Hr btaf apl t a b pat, thl pha atatv ft that a b t, wal a. T ahv that, t vtalt hlp Hr val alat th vlptf b ll. i th a pa a, fat, th, bt t a fat a i l l. Th tlla t attat th Hr t th ft z

f tatal a ftal ppt-v f lathp.

Th la aa h Hr la a pv tatpt atpat a , a wal. A vll-f t f pptt a xp xt,l ata val th , vlpth tat pla, at th pl,ath talt, a fth. s pa Hrpatt pla a l h. i th, th atll bv, la p th afta. Hrxtv h v a b pat, h a, a ll t b tat-v azatpfal v f, faal vf, hh-th pa, a t xttphaatal, th ppt f th tf halth a pa a afat. Tht talt Hr la, h a, t t pt th a b. Th hav tablh alathp th th lt xtv hh th aabl t hav a al a ph ba a apppat.

ov th lat 10 t 15 a, Hr ha b t hav ah b pat h a pa pat, aJ. stl Alph, lbal pl xtv at Baf Aa. T pt th pptv, at Ba fAa, hav $28 bll f tt xp.of that, $15 bll lat t plvthf ala, tv pla, a f bftt talt tt pa a aattat. if a fftvl aa th lla,t t t a hh a t vtt a pbl,

th appah th pptt a lt fftl.

T flfll h aat f v, aptvt, a vlp lahp th pa,Alph, h pt tl t ceo k L, haabl a Hr ta that l aa th b, Hr, phl, a .o ta l v la t a th hh-lvl

ta Ba f Aa, h a. s h Hr ta th tabl th th patt, t talHr; tal abt th b.

L, h a, l t t b b la,b pat, th p at th tabl h llala b p th tal fat that l .Alph, h ha 10 t pt, a that t f

th 10 ppl h p plat hat fth aa f th pa. o f al t ba t ppl f talt t Ba f Aa. w havha pl xtv v t al tat,ba, a tat aqt.

A t ma Bl, a ha ltath a xtv v pt f Hr at BaTt f 1985 t 1999, tht th t t t

tat, th txt f Hr . y hav t bpltl f al Hr pat, pl, a

p t th vall tat f th azat.i th -1980, h Bl a at Ba Tt,haa chal saf vt th pa fa al ba t a vtt baabt aaal a ltal hft a l a, a Bl.m l a ta a t f Hr pat that i haht a a th tt thh t t ta th f. At th pltlvl, that a pa t, t h tpa ppl althh vtt ba t

t a bt t tt th t t lall at f fx pat a t pt f ppl pa at .

i at, ba th ft ba th -1980 t ff a afta-tl bft appahba at ppl t ta ha f th lv,t b tpal. cafta bft t t th tp f azat at tb. w hft t al, ha th a

pl alza bt b bt, b

b b, al hat f th ppl pt fv th th tat f th pa.

Ja wlh, f ceo f gal elt a athf a b ttl Winning, t a t tvthat t f th ceo, Hr th t talft a pa. dvlpt f la th ltat pblt f v ceo a th a


20/24wHArTonon La Lahp |Creating a Learning Environment, Vl. 1 | 2007 uvt f Plvaa0

tal pat f Hr. i a jb a allat ppla lla t pptt. i at pt.i a ptt ppl h i thht th htf th jb. i that th pat Hr. Hrvalat t, h a, hl b abaat a t a ll a faalpt t saba-oxl.

whl a Hr pfal a th l t ba tat pat th aat, tqt hth th pbl v that Hr pplft la th b ll t ta tat th l plt t. Fth, aa at tt hav Hr a a tatpat; th jt at th patt t t ah th ppl th (th aa) at.

if tp aat t val hav Hr a atat pata f Hr at th t f th bx

that lth th pathp pbabl t t happ, a what maat Pf narthba. sh t th a f a a h ha Hrat a -h all t f a la faal v fh tatl xpt th a t hlpth pa ahv t vall al, h a t t tl t btt lt pl a tt thhh f ta t tt th fftv.ovall, a rthba, h a appah att t f tp aatt, a ll a th t f aa a lvl bl. Thfft, h a, t t Hr pat ba t atla th a t b a ft paff.

of b a pat th aat t ala happ. At Vaa, agbah, hav t a a t th tabl. iht al a that ath tha a tat pat, a f a tat abl. w t tath b plh t a h t att . Th ptat ba t i th t aht p what th lt pa? shl b th ? Th qt ha t b wa Hr fl at v thpa th t t at t ?

Hr at Vaa ha a b f tat patv,gbah a, h a h th ht ppl thht pla th ht t, l f bath a

pth f lahp talt, ata th ht ltf th azat, tat a patalxll. F xapl, f at Vaa att at a b, tal abt th ppl apa t t th. d hav th lahpa f that? d hav th ta pa?d h t ta a p a a, w a t th th a ta f that a? what

at t aplh? wll b al t v t? what a th pt q fth jb? wll f xtal tal h abat f th t? A fth.

Th a tat xt at A Pt, a $8bll tal a, hal, a h halth apa haqat t f Allt, PA.V kaft, t f tal lat, ptt th v pt f ha . whppl a Hr tat a t tath b, h t jt th ppt, kaft a.w a b a vat f patal pall th fl. w a t th a thpl, t, a th tbt t;a a b aat a v valabl,

pall h t t aa l pfalvlpt a pla.

i pa, Hr f l xt bth patt. ot f th atft, t Ba f Aa Alph, thpl ft at Ba f Aa ha f thbt pblt lat t ba. F xapl,v a h abt 40,000 ppl xtall. eaht tv , a l f talt.That p, t, ha a ha t pa.

That a ba pptt. if tv ppl,v f t h th, th xp hl bh that th l at t ba th .

A wo-iered System

ct f th a Hr ha vlp v th pat at that Hr ha b a haa f aa-

Development o leaders is the ultimateresponsibility o every CEO and thus is anintegral part o HR.



t, th a t tv f

abv tha ppt th f pl.

Bl tth t that la bt a t

lal ba f th talzat f th ft.

Th t l ta la pat

a all, hhl xpt tal taff a th a f

Hr ppl tbt Hr azat thht

th pa. Th pt lathp a thb alt th ha f th l pat ff a t

th ha f Hr a b t. Bt at th f th

a, th p a t fav Hr lathp

t th l xtv. Th tbt f th

Hr ft ha a avata, bt f th

a a th v f Hr a pla a

bp l th azat.

A t A Pt kaft, th lat ha

ta Hr b pv a p-aat

ba h tat t t hat allb a atatv t, bt hat a

all a b pl a ptv pl

lath a hlp th al a, lav,

a vaat . Th a-t-a tat bt

pl a aat f p ah th

f ha b lat t th val

-al a pp t vat. Hr ba t b

pv b th pl ba a a a vl.

kaft al t a t t tat ppl ab ath tha a val, hh t th

falt f th pa bt all th falt f faal

p f wall stt. it v ha t t fl th

p t t t.

wh L cl, a t f gm lab

lat taff, ft tat at a gm plat 1978, all

th Hr hal ht th, th plat,

h a. epl l a qt abt bft,

pat, a f b pa

aa, th ppl h l tal t abtt a f a patht a. it at tat; t a

taatal, bt t ha that pal th. n

t all abt t th b a all 1-800.

Th t l b btt f t t-t, kaft

t. sb ha t vlp a altatv

pt lt t ha that all

pl a v. i tll v that a a pat f th Hr

ft, althh t t t b happ.

kv sllva, a pl lat ltat at

iBm, al allat f Hr ba ta

aat bt pt t th pa appal

p a a fft t ata th tt f

th t. o pl x th ht t

hall a pfa appaal, ala , th pl att, that hall hal

f t ath thh th apptt f a

vtat, a b aat, t l t th

plat thh a pal v. Th pal, hh

avalabl t u.s.-ba pl, t f fv

valth pl a t aa, all f

th al lth ha th a a a

a . That t t . o pl a

t h abt fa.

i a pa, sllva a, pl flthat th al tat bt th pa a

t f l xt a that pl

a th . what pa t ff

a pll a t th val a t h h

h l at t th. i a,

phaz ll ta, pla flxblt

pt (l -at-h), tt

t vt, f pfa fftat,

la- thl, a lahp

vlpt. y hav t h pl thatpptt xt.

F ma Bl, th btt l that th qalt

f Hr ft lat tha ath t th

qalt f lt a aat th a ppt.

if pt a vt a ha f Hr a

pa that fatall t pt ppl a

ha a ht-t tat ta th, i l hav

a fflt t th hap th f th

ppl fth th bjtv f th azat

thh Hr pl pat.

Seeing the Employee as Customer

A t a v t Fast Companyaaz,ttl wh w Hat Hr, Hr ppl a ttt a p- appah h t t a xpt t pa pl, l



pa hl. ita, th p taazata ft th fa f a f that ht a plx. Baat vhabh xptt jt ba th p p thpa t ha f ba bt ba th q tha t lt.

rath tha th a that th pa

val hh-pf pl a f a a ta th, th atl a, Hrpatt bha ala, ft b fta jb b jb, aat t taa, ppav that f th tath a a bat b ptt. Hr, th , fftl-t val f ht-t t ff. Thatl p th qt: wh pav pt f ha pt t? if t thcFoa ha a t th Hr ha th t.

sta ha a fft a f tt at th a .if th f Hr a hav th l, a sta,th ft t a t atatv ft. Th t v a tat pat, a th th t th pl a t. Th t ptatpat f that t-t v vlv th aat t vlp pl, pat, aphlph a ta at a tl tvata at f, a sta. gallpa, a azat, that l

tabl b t ab.

wh Hr aa a th at t b bpat, t sta, hat th a th at t f aat. mt pa a pl a att at, bt hat th all a th a bt t. Hr hl b patv. wal ath pa, f t th , jt a l th t. extal t a v lal.Hr hl b v th tal t a ll.

gm cl a that hat ta pla th v that Hr th f thpl. wh ppl th azat t f av, i a, Hav tal tab Hr abt th? a th ll th aa, wh hl i bth t that? Bt t thav t b that a, cl a. A Hr p ahal a ha vat th a pl abt hat

h h t t pv, bt that pla tll al aa th if i th th, i llhav b th h ll hlp v a thpa t pt f a pt.

Hr al t t ph t aa a b fft that l b b Hr taff, h af a la th f h apl t. Hr ha p a b f jb th ft that th t thlv,cl a. Bt h al ha pa f pf Hr

pl, l, f xapl, th al thlaff. i v gm t tat h th a z. Th ta tall h t t thpl. Th tat hal a v haa. A h aj l-t a vlv,h a tt a jt vt, Hr atvl a pat f th tat , al thlab lat. Hr b val t th tabl.

Ba f Aa ta th a f v pl tp fth. Th pa jt p a falt

a chaltt, nc, hh pv a flxbl vt a all ppl h lv abt t p a a t v at thatlat, ath tha t a h ah a t th t. it a pt, a hav tt v p t t, a Alph. iat, a ala a ptvta pl h th pt. Alph ptt ath tatv at Ba f Aa ttt thaa ba-ba tv pla that ll pa tbt $500 a $3,000 t lbl pl f

-lvl aa t th aat, at txt tv pa ala pla.

H pt that pa ll tat Hr ft that th pvl t. whav abt 1,200 ppl Hr , bt that bll t 1,500 ba a b

Te leading-edge thinking now is muchmore on segmenting work across the

company and also segmenting the workorce in ways that let diferences bedened and valued.



taff ba -hl tthat ha t. w l th p, bt t lth qalt, Alph a. y ala hav t l atthat taff.

Perormance-Based Pay

gv th t tv v h patpaa at pbl pa, pa-f-pfat t b a ht-btt f v fceo t l-lvl pl. At wal, th lath h t a th pa aal t th f a that ltff b f a val. Th all Hrt v aa f a t f v tat tha t h ppl a b tat fftla t b , val pf, apfa. That a t, tat th iBm a

thh a lt f pa.iBm sllva l a. Th phlph f thpa ta t 330,000 pl t pa bt ppl l th bt ppl th t apa. Th t f pl t pa pttvl.w al hav a pfa appaal t hh hl ppl atabl. That th pf th t, hth t pa, pt, thpptt f t pt a th aa at. it all ba pfa.

At Vaa, th t 11,000 pl, blv a a pa-f-pfa azat, agbah. A h, blv that th tp pfhl b a . w all f aal pa a ttal path t hl fall th val lvl a ll a th jb aat lvl. iat, t at jt b all abt th val. it valabl t al hav ta a pa tv.

i f pa a pfa a ah baf t a ll, a Bl. o fat

th vlt f Hr patt ha b saba-oxl. At lat f th ha f Hr, th ha aallha th lathp th th ba pattt. rtl, a pat f t pa pat t, i alt thltat h b th pat tt.That hat happ bf. s a pa

l tvt t fll l f xtvp, f xapla th fft th a, aa f aat vlpt a .saba-oxl ha ha a pf fft thlathp bt th ba a th pa, hh th Hr ft pla a l.

Th qt a, a wal, a t h a ba

t a att f pat pa, p, t.i t f pat Hr, th ba h t ltat tl? wth a t pat,Hr xtv hl b th aal ab fat a av t th ba. if at Hr t b a tat pat, t at b jt thth ceo; t ha t b th th ba a ll.

Bt pa a t ala a t at,pall at pla l vt a hptal, h,a Bl a, th a tt, all f

h th th a ha. it ha t t a a a la-t tat. cappll tthat appah t tt pa, lft v f tha f l t f pl, t hav a l fqalt: Tat v hl th a, pall f pa. of pla that th t platf tp aa, a i lt th ppl baHr lt lt pa th h. Tp aa,h f th t pat a hh ahv, blv pplhl b pa ba th pfa.

Th pbl, a cappll, that pv qtv ppl az. it th t a, Th p a ta, pa h h , h ht qt. whathapp xt? Ppl h v th p b pa [th a qal pa t] tat tpla. s v t a l h v pa ba pfa. Bt th appah qa bjtv at f pfa that vt b ll t b t. That th ha pat.


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