Management With Infotrac: Challenges for Tomorrow's Leaders With Infotrac College Edition

by LEWIS/GOODMAN/FANDT

• ISBN13: 9780324155570
• ISBN10: 0324155573
• Edition: 4th
• Format: Paperback
• Copyright: 2003-04-02
• Publisher: South-Western College Pub

Summary

Management: Challenges for Tomorrow's Leaders, Fourth Edition, explains the function and role of management in today?s organization, presenting current theory, trends, and influences on today's managers and organizations. The text balances theory and practice, providing numerous applications for users to better understand how management concepts are applied. The primary theme of the fourth edition is the role and importance of leadership in today?s organization. Throughout the text are discussions and highlighted examples of the impact of leadership and how organizations diffuse responsibility through every level of an organization.

Table of Contents

PART 1 MEETING THE CHALLENGES OF THE 21ST CENTURY	1	(112)
Management and Managers: Yesterday, Today, and Tomorrow	2	(40)
Facing the Challenge: Southwest Airlines: Surviving the Turbulence in the Airline Industry	4	(1)
Introduction	4	(1)
Management and Why We Study It	5	(2)
Management Defined	5	(1)
The Organizational Context of Management	6	(1)
The Process of Management	6	(1)
Planning	6	(1)
Organizing	6	(1)
Leading	7	(1)
Controlling	7	(1)
What We Know About Managers	7	(8)
Managerial Roles	8	(1)
Interpersonal Roles	8	(1)
Informational Roles	9	(1)
Decisional Roles	9	(1)
Scope and Levels of Managers	10	(1)
Scope of Responsibility	10	(1)
Levels of Management	10	(4)
Leaders in Action: Flying High at Southwest Airlines	14	(1)
Managing in the 21st Century	15	(13)
Environmental Trends	17	(1)
Advances in Information Technology	17	(2)
Globalization of the Marketplace	19	(1)
At the Forefront: One Sweet World: Wal-Mart's Global Strategy for Super Growth	20	(1)
Increasing Predominance of Entrepreneurial Firms	20	(1)
The Growing Importance of Intellectual Capital	21	(2)
Organizational Changes	23	(1)
A New Model of Leadership	23	(2)
From Hierarchy to Collaborative Work Relationships	25	(2)
Increasing Diversity in the Workplace	27	(1)
A New Organizational Model	27	(1)
The Contemporary Manager	28	(3)
The New Manager Profile	29	(1)
Competencies of Tomorrow's Managers and Leaders	29	(2)
Implications for Leaders	31	(2)
Now Apply It: Are You Ready to Lead in the 21st Century?	32	(1)
Meeting the Challenge: Southwest Airlines: Surviving the Turbulence in the Airline Industry	32	(1)
Summary	33	(1)
Review Questions	34	(1)
Discussion Questions	34	(1)
Thinking Critically: Debate the Issue	34	(1)
Experiential Exercises	35	(1)
Capturing the Power of Information Technology	36	(1)
Ethics: Take a Stand	36	(1)
Video Case Management and Managers: On-Target Supply and Logistics	37	(2)
Case A Day in the Life of Lindsey Clarke	39	(3)
Evolution of Management Thought	42	(34)
Facing the Challenge: For UPS the Old Practices Don't Always Fit in the New Era	44	(1)
Introduction	44	(1)
Environmental Factors Influencing Management Thought	45	(3)
Economic Influences	45	(1)
Social Influences	45	(1)
Political Influences	46	(1)
Technological Influences	47	(1)
Global Influences	47	(1)
Schools of Management Thought	48	(15)
Classical Perspective	48	(1)
Scientific Management	49	(2)
Administrative Management	51	(2)
Bureaucratic Management	53	(2)
Behavioral Perspective	55	(1)
Leaders in Action: Crisis Management at UPS	56	(1)
Mary Parker Follett	56	(1)
Elton Mayo	57	(1)
Douglas McGregor	57	(1)
Chester Barnard	58	(1)
Now Apply It: Theory X and Theory Y	59	(1)
Quantitative Perspective	59	(1)
Systems Perspective	60	(2)
Contingency Perspective	62	(1)
Information Technology and Management Style	63	(2)
Future Issues: Diversity, Globalization, and Quality	65	(2)
At the Forefront: Changing Style Keeps Harley-Davidson Rolling	66	(1)
Implications for Leaders	67	(2)
Meeting the Challenge: For UPS the Old Practices Don't Always Fit in the New Era	68	(1)
Summary	69	(1)
Review Questions	69	(1)
Discussion Questions	70	(1)
Thinking Critically: Debate the Issue	70	(1)
Experiential Exercises	70	(1)
Capturing the Power of Information Technology	71	(1)
Ethics: Take a Stand	71	(1)
Video Case Evolution of Management Thought: Sunshine Cleaning Systems, JIAN, and Archway Cookies	72	(2)
Case Growing Green Changes Its Management Style	74	(2)
Social Responsibility and Ethics	76	(37)
Facing the Challenge: The Rise and Fall and Rise of Paul Wieand: A Leader's Journey	78	(1)
Introduction	78	(1)
Organizational Stakeholders in a Global Environment	79	(1)
Social Responsibility	80	(8)
The Premises of the Social Responsibility Debate	80	(1)
The Three Perspectives of Social Responsibility	81	(1)
Economic Responsibility	82	(1)
Public Responsibility	82	(1)
Social Responsiveness	83	(1)
The Four Faces of Social Responsibility	84	(1)
Social Responsibility Strategies	85	(1)
Reaction	86	(1)
Defense	86	(1)
Accommodation	87	(1)
Proaction	87	(1)
Social Responsibility in the New Millenium	88	(3)
At the Forefront: Social Entrepreneurs	89	(2)
Ethics	91	(13)
Understanding Business Ethics	91	(1)
Foundations of Ethics	92	(1)
Leaders in Action: Honesty Is the Best Policy	93	(1)
Business Ethics	94	(1)
Pressures to Perform	94	(2)
Managerial Guidelines for Ethical Dilemmas	96	(1)
Utility Approach	96	(1)
Human Rights Approach	97	(1)
Justice Approach	97	(1)
Fostering Improved Business Ethics	98	(1)
Codes of Ethics	99	(2)
Ethics Training Programs	101	(1)
Whistleblowing	102	(2)
Implications for Leaders	104	(1)
Now Apply It: Ethics in the Workplace	104	(1)
Meeting the Challenge: The Rise and Fall and Rise of Paul Wieand: A Leader's Journey	105	(1)
Summary	105	(1)
Review Questions	106	(1)
Discussion Questions	106	(1)
Thinking Critically: Debate the Issue	107	(1)
Experiential Exercises	107	(1)
Capturing the Power of Information Technology	108	(1)
Ethics: Take a Stand	108	(1)
Video Case Social Responsibility and Ethics: Timberland	109	(2)
Case Ford Motor Company Announces Major Restructuring	111	(2)
PART 2 PLANNING CHALLENGES IN THE 21ST CENTURY	113	(130)
Planning in the Contemporary Organization	114	(32)
Facing the Challenge: Home Depot's ``Mr. Fix-It'' Focuses on the Future	116	(1)
Introduction	116	(1)
Managerial Planning	116	(8)
What Is Planning?	117	(1)
Why Should Managers Plan?	117	(1)
Benefits of Planning	118	(2)
Costs of Planning	120	(1)
At the Forefront: Strategic Human Resource Management: Maintaining a Competitive Edge in the Global Marketplace	121	(1)
Where Should Planning Begin?	122	(2)
Strategic Versus Operational Planning	124	(10)
Strategic Planning	124	(1)
Levels of Strategic Planning	124	(3)
Customizing the Strategic Planning Process	127	(1)
Operational Planning	127	(1)
Standing Plans	128	(2)
Single-Use Plans	130	(1)
Individual Plans	131	(3)
Contingency Planning for Changing Environments	134	(1)
Leaders in Action: GM's First Ever CIO Is Betting on Technology as a Strategic Advantage	135	(1)
The Impact of Information Technology on Planning	135	(1)
Facilitating the Planning Process	136	(2)
Barriers to Effective Planning	136	(1)
Demands on the Manager's Time	136	(1)
Ambiguous and Uncertain Operating Environments	136	(1)
Resistance to Change	136	(1)
Overcoming the Barriers to Planning	137	(1)
Involve Employees in Decision Making	137	(1)
Tolerate a Diversity of Views	137	(1)
Encourage Strategic Thinking	137	(1)
Implications for Leaders	138	(1)
Meeting the Challenge: Home Depot's ``Mr. Fix-It'' Focuses on the Future	138	(1)
Summary	139	(1)
Review Questions	139	(1)
Discussion Questions	140	(1)
Thinking Critically: Debate the Issue	140	(1)
Experiential Exercises	140	(1)
Capturing the Power of Information Technology	141	(1)
Ethics: Take a Stand	141	(1)
Video Case Planning in the Contemporary Organization: The Vermont Teddy Bear Company, Inc.	142	(2)
Case TIX4U.com	144	(2)
Strategic Planning in a Global Environment	146	(34)
Facing the Challenge: FedEx and UPS: A Strategic Alliance for the Future	148	(1)
Introduction	148	(1)
The Importance of Strategic Planning	149	(2)
The Benefits of Strategic Planning	149	(1)
Strategic Planning as a Process	150	(1)
Strategic Analysis: Assessment in a Global Environment	151	(8)
Assessing the Mission of an Organization	152	(1)
Conducting an Internal Analysis	152	(1)
Conducting an External Environmental Analysis	153	(1)
General Environment	154	(3)
Task Environment	157	(2)
Strategy Formulation: Achieving a Competitive Advantage	159	(7)
Casting the Vision for the Organization	160	(1)
Setting Strategic Goals	160	(1)
Now Apply It: Developing a Vision Statement	161	(1)
Identifying Strategic Alternatives	162	(1)
Grand Strategies	162	(2)
Generic Strategy	164	(1)
Evaluating and Choosing Strategy	165	(1)
Strategy Implementation: Focusing on Results	166	(4)
Formulating Functional Strategy	166	(1)
Institutionalizing Strategy	166	(1)
Organizational Structure	167	(1)
Organizational Culture	168	(1)
Organizational Leadership	169	(1)
Strategic Control: Ensuring Quality and Effectiveness	170	(1)
Feedforward Controls	170	(1)
Feedback Controls	170	(1)
Information Technology and Strategic Planning	171	(1)
Leaders in Action: DuPont: Harnessing the Power of Partnerships	171	(1)
Implications for Leaders	172	(1)
Meeting the Challenge: FedEx and UPS: A Strategic Alliance for the Future	173	(1)
Summary	173	(1)
Review Questions	174	(1)
Discussion Questions	174	(1)
Thinking Critically: Debate the Issue	175	(1)
Experiential Exercises	175	(1)
Capturing the Power of Information Technology	175	(1)
Ethics: Take a Stand	176	(1)
Video Case Strategic Planning in a Global Environment: Kropf Fruit Company	176	(2)
Case Developing a Strategic Plan for the Center City Club	178	(2)
Effective Managerial Decision Making	180	(28)
Facing the Challenge: Gaylord Entertainment Faces Some Tough Decisions	182	(1)
Introduction	182	(1)
Steps in the Decision-Making Process	182	(7)
Now Apply It: Assessing Your Decision-Making Skills	183	(1)
Identifying Opportunities and Diagnosing Problems	184	(1)
At the Forefront: BP Connects with the Future	185	(1)
Identifying Objectives	186	(1)
Generating Alternatives	186	(1)
Evaluating Alternatives	187	(1)
Reaching Decisions	187	(1)
Choosing Implementation Strategies	187	(1)
Monitoring and Evaluating	188	(1)
Information Technology and the Decision-Making Process	189	(1)
Models of Decision Making	189	(4)
Rational-Economic Decision Model	189	(2)
Behavioral Decision Model	191	(1)
Bounded Rationality	191	(1)
Intuition	191	(1)
Leaders in Action: Universal Orlando's President Connects with Workers	192	(1)
Satisficing	192	(1)
Escalation of Commitment	192	(1)
What Makes a High-Quality Decision?	193	(1)
Group Consideration in Decision Making	194	(6)
Participative Decision Making	194	(1)
Participative Models	194	(1)
Group Size	195	(1)
Advantages of Group Decision Making	196	(1)
Disadvantages of Group Decision Making	197	(2)
Techniques for Quality in Group Decision Making	199	(1)
Brainstorming	199	(1)
Nominal Group Technique	199	(1)
Delphi Technique	200	(1)
Devil's Advocacy Approach	200	(1)
Dialectical Inquiry	200	(1)
Implications for Leaders	200	(2)
Meeting the Challenge: Gaylord Entertainment Gets on Course	201	(1)
Summary	202	(1)
Review Questions	203	(1)
Discussion Questions	203	(1)
Thinking Critically: Debate the Issue	203	(1)
Experiential Exercises	203	(1)
Capturing the Power of Information Technology	204	(1)
Ethics: Take a Stand	204	(1)
Video Case Effective Managerial Decision Making: Next Door Food Store	205	(1)
Case Disney Auction Site Arouses Ire	206	(2)
Decision-Making Tools and Techniques	208	(35)
Facing the Challenge: Tupperware Goes Stale	210	(1)
Introduction	210	(1)
Managerial Decision Situations	211	(3)
Sources of Organizational and Entrepreneurial Decisions	211	(1)
Classification of Decision Situations	212	(1)
At the Forefront: Hard Rock Cafe CEO Goes Back to the Roots	213	(1)
Strategic Decision-Making Tools	214	(7)
Strategy Selection: The Strategic Decision-Making Matrix	214	(1)
Evaluation of Portfolios	215	(1)
The Growth-Share Matrix	215	(2)
Now Apply It: Developing a BCG Matrix for Your College	217	(1)
The Industry Attractiveness/Business Strength Matrix	218	(3)
Operational Decision Making	221	(12)
Leaders in Action: 9/11 Stung Entrepreneur Decides to Reinvent His Business	222	(1)
Applying Structure to the Decision-Making Process	222	(1)
Alternative Courses of Action	222	(1)
States of Nature	222	(1)
Payoffs	223	(1)
Payoff Tables	223	(1)
Techniques that Enhance Quality in Decision Making	223	(1)
Decision Making Under Certainty	224	(1)
Decision Making Under Risk	224	(2)
Decision Making Under Uncertainty	226	(1)
Ethical and Social Implications in Decision Making	227	(1)
Quantitative Decision-Making Aids	228	(1)
Breakeven Analysis	228	(2)
Linear Programming	230	(1)
Pert	230	(3)
Information Technology and Decision-Making Tools	233	(1)
Implications for Leaders	233	(2)
Meeting the Challenge: Tupperware Decisions Respond to Changing Domestic Demographics	234	(1)
Summary	235	(1)
Review Questions	235	(1)
Discussion Questions	236	(1)
Thinking Critically: Debate the Issue	236	(1)
Experiential Exercises	237	(1)
Capturing the Power of Information Technology	237	(1)
Ethics: Take a Stand	237	(1)
Video Case Decision-Making Tools and Techniques: Machado & Silvetti Associates, Inc.	238	(2)
Case Capacity Decision Making at the North American Culinary Institute	240	(3)
PART 3 ORGANIZING CHALLENGES IN THE 21ST CENTURY	243	(126)
Organizing for Quality, Productivity, and Job Satisfaction	244	(36)
Facing the Challenge: St. Luke's: Somewhere Between Fear and Safety Lies Creativity	246	(1)
Introduction	246	(1)
What is Organizing?	246	(1)
Job Design	247	(15)
Core Job Dimensions	248	(1)
Skill Variety	248	(1)
Task Identity	249	(1)
Task Significance	249	(1)
Autonomy	249	(1)
Feedback	250	(1)
Now Apply It: Job Assessment and Redesign	251	(1)
The Evolution of Job Design Theory	252	(1)
Mechanistic Approaches: Focus on Efficiency	252	(2)
Behavioral Approaches: Focus on Motivation, Satisfaction, and Productivity	254	(3)
Participatory Approaches: Focus on Quality	257	(3)
At the Forefront: Paid-Time-Off (PTO) Programs Really Pay Off	260	(2)
Organizational Relationships	262	(9)
Chain of Command	262	(1)
Span of Control	263	(2)
Line and Staff Responsibilities	265	(1)
Delegation	265	(1)
The Process of Delegation	265	(2)
The Benefits of Delegation and Empowerment	267	(1)
Leaders in Action: Employee Ownership: Bringing Empowerment to the Bottom Line	268	(1)
Reasons for Failing to Delegate	269	(1)
Learning to Delegate Effectively	269	(2)
Implications for Leaders	271	(1)
Meeting the Challenge: St. Luke's: Somewhere Between Fear and Safety Lies Creativity	271	(1)
Summary	272	(1)
Review Questions	273	(1)
Discussion Questions	273	(1)
Thinking Critically: Debate the Issue	273	(1)
Experiential Exercises	274	(1)
Capturing the Power of Information Technology	274	(1)
Ethics: Take a Stand	274	(1)
Video Case Organizing for Quality, Productivity, and Job Satisfaction: Machado and Silvetti Associates, Inc.	275	(2)
Case Business Process Reengineering at Star Electronics	277	(3)
Designing the Contemporary Organization	280	(34)
Facing the Challenge: How EDS Blew Up Its Structure to Change Its Culture	282	(1)
Introduction	282	(1)
Organizational Design from a Contingency Perspective	282	(1)
Components of Organizational Design	283	(21)
Organization Structure	284	(1)
Functional Structure: Enhancing Operational Efficiency	285	(1)
Divisional Structures: Providing Focus	286	(3)
Matrix Structure: Providing a Dual Focus	289	(2)
Network Structures: The Key to Flexibility	291	(2)
Leaders in Action: Dell Computer's Flexible Structure Creates a Competitive Advantage	293	(1)
Managing Complexity Through Integration	294	(1)
Now Apply it: Assessing Organizational Structure	294	(1)
Interdependence and Integration Needs	295	(1)
Integrating Mechanisms	296	(4)
Matching Integrating Mechanisms with Coordination Needs	300	(1)
Focus of Decision Making	301	(1)
Centralized versus Decentralized Decision Making	301	(1)
Mechanistic versus Organic Systems	302	(1)
The Impact of Environmental Stability	303	(1)
Organizational Design for a Changing Environment	304	(1)
Implications for Leaders	304	(2)
At the Forefront: When Chaos Comes: The Dynamic Nature of Organizational Structure on U.S. Navy's Aircraft Carriers	305	(1)
Meeting the Challenge: How EDS Blew Up Its Structure to Change Its Culture	306	(1)
Summary	306	(1)
Review Questions	307	(1)
Discussion Questions	307	(1)
Thinking Critically: Debate the Issue	308	(1)
Experiential Exercises	308	(2)
Capturing the Power of Information Technology	310	(1)
Ethics: Take a Stand	310	(1)
Video Case Designing the Contemporary Organization: JIAN Corporation	311	(2)
Case Growing Pains at Carolina Carpets	313	(1)
Strategic Human Resource Management	314	(32)
Facing the Challenge: Finding the Right CEO for JC Penney	316	(1)
Introduction	316	(1)
Strategic Human Resource Management	316	(15)
Job Analysis	316	(2)
Forecasting	318	(1)
Leaders in Action: John Stanton and the Running Room	319	(1)
Recruitment Issues	319	(2)
Now Apply It: Search for a Job on the Internet	321	(1)
Selection Methods	321	(1)
Application Forms and Resumes	322	(1)
Tests	322	(2)
Interviews	324	(1)
Physical Exams and Drug Tests	325	(1)
Training	326	(1)
Types of Training	326	(1)
The Role of Performance Appraisal	327	(1)
Rating Performance	328	(1)
Problems with Performance Appraisal	329	(1)
Rewards	329	(1)
Direct Compensation: Base Pay and Incentives	330	(1)
Indirect Compensation: Benefits	330	(1)
Designing Equitable Reward Systems	331	(1)
Legal Environment of Strategic Human Resource Management	331	(4)
Important Laws	332	(1)
Affirmative Action	333	(1)
Workforce Diversity	334	(1)
Sexual Harassment	334	(1)
Labor-Management Relations	335	(1)
Challenges of SHRM in the Multinational Organization	336	(1)
Implications for Leaders	337	(1)
Meeting the Challenge: Finding the Right CEO for JC Penney	338	(1)
Summary	338	(1)
Review Questions	339	(1)
Discussion Questions	339	(1)
Thinking Critically: Debate the Issue	340	(1)
Experiential Exercises	340	(1)
Capturing the Power of Information Technology	340	(1)
Ethics: Take a Stand	340	(1)
At the Forefront: ``Change Agents'' Are Redefining the Modern Workplace	341	(1)
Video Case Strategic Human Resource Management: Fannie Mae	341	(2)
Case Should C.J. Be Hired?	343	(3)
Organizational Culture, Change, and Development	346	(23)
Facing the Challenge: Olive Garden: Changing for the Better	348	(1)
Introduction	348	(1)
Foundations of Organizational Culture	349	(1)
At the Forefront: Hire for Attitude; Train for Skill	349	(1)
Components of an Organization's Culture	350	(2)
Examining Culture Through Organizational Artifacts	350	(1)
Rites, Rituals, and Ceremonies	350	(1)
Language, Metaphors, and Symbols	351	(1)
Stories and Sagas	352	(1)
The Impact of Culture on the Organization	352	(3)
Leaders in Action: Leader of the ``Best Corporate Culture''	353	(1)
Aligning Culture to Maximize Technology	354	(1)
Changing Organizational Culture	355	(1)
The Challenge of Organizational Change	356	(1)
Targets for Change	356	(1)
Managing Organizational Change	357	(1)
A Framework for Change	357	(3)
Steps for Planned Change	357	(1)
Creating a Vision	358	(2)
Communicating and Sharing Information	360	(1)
Empowering Others to Act on the Vision	360	(1)
Institutionalizing or Refreezing the New Approaches	361	(1)
Evaluation	361	(1)
Implications for Leaders	361	(2)
Now Apply It: Needed: A Culture to Support the Mission	362	(1)
Meeting the Challenge: Olive Garden: Changing for the Better	363	(1)
Summary	363	(1)
Review Questions	364	(1)
Discussion Questions	364	(1)
Thinking Critically: Debate the Issue	365	(1)
Experiential Exercises	365	(1)
Capturing the Power of Information Technology	365	(1)
Ethics: Take a Stand	365	(1)
Video Case Organizational Culture, Change, and Development: Peter Pan Bus Lines	366	(2)
Case Is the Culture Right?	368	(1)
PART 4 LEADERSHIP CHALLENGES IN THE 21ST CENTURY	369	(118)
Communicating Effectively Within Diverse Organizations	370	(30)
Facing the Challenge: Communicating at Hanes: One Voice or Three?	372	(1)
Introduction	372	(1)
Communication Complexity	372	(1)
Defining Communication and Achieving Quality	373	(1)
Components of the Communication Process	374	(2)
Social Context: Global, Diversity, and Technology Impact	374	(1)
Sender	375	(1)
Message	375	(1)
Channel	375	(1)
Receiver	376	(1)
Feedback	376	(1)
Noise	376	(1)
Categories of Interpersonal Communication	376	(5)
Oral Communication	376	(1)
Written Communication	377	(1)
Nonverbal Communication	377	(1)
Now Apply It: Test Your Awareness of Nonverbal Communication	378	(1)
Technological Communication	379	(2)
At the Forefront: To do, or not to do...instant messaging...	381	(1)
Why Managers Communicate	381	(1)
Barriers to Effective Communication	382	(3)
Cross-Cultural Diversity	382	(1)
Trust and Credibility	383	(1)
Information Overload	383	(1)
Language Characteristics	384	(1)
Gender Differences	384	(1)
Other Factors	385	(1)
Communication Channels	385	(4)
Formal Communication Channels	385	(1)
Vertical Communication	386	(2)
Horizontal Communication	388	(1)
Spontaneous Communication Channels	388	(1)
Communication Competency Challenges	389	(2)
Develop Feedback Skills	390	(1)
Advanced Listening Skills	390	(1)
Implications for Leaders	391	(2)
Leaders in Action: Mitch Meyers of Zipatoni	392	(1)
Meeting the Challenge: Communicating at Hanes: One Voice or Three?	393	(1)
Summary	393	(1)
Review Questions	394	(1)
Discussion Questions	394	(1)
Thinking Critically: Debate the Issue	395	(1)
Experiential Exercises	395	(1)
Capturing the Power of Information Technology	395	(1)
Ethics: Take a Stand	396	(1)
Video Case Communicating Effectively within Diverse Organizations: Le Meridien Hotels and Resorts Ltd.	396	(2)
Case A Performance Review	398	(2)
Leading in a Dynamic Environment	400	(24)
Facing the Challenge: The Globetrotters Are Back!	402	(1)
Introduction	402	(1)
Leadership Significance	402	(1)
Leader-Centered Approaches	403	(5)
Trait Focus	403	(1)
Behavior Focus	404	(1)
At the Forefront: Can Only CEOs Be Leaders?	405	(1)
Power Focus	406	(1)
Position Power	406	(1)
Personal Power	407	(1)
Follower-Centered Approaches	408	(3)
Self-Leadership Focus	408	(1)
Leaders in Action: New Leader at Alberto-Culver North America	409	(1)
Leadership Substitutes	410	(1)
Interactive Approaches	411	(3)
Situational Leadership Model	411	(1)
Empowerment	412	(1)
Transformational Leadership	413	(1)
A New Model of Leadership	414	(1)
Women as Leaders	414	(1)
Leaders of the Future	415	(1)
Now Apply It: Finding a Good Leader	416	(1)
Implications for Leaders	416	(2)
Meeting the Challenge: The Globetrotters Are Back!	417	(1)
Summary	418	(1)
Review Questions	418	(1)
Discussion Questions	418	(1)
Thinking Critically: Debate the Issue	419	(1)
Experiential Exercises	419	(1)
Capturing the Power of Information Technology	420	(1)
Ethics: Take a Stand	420	(1)
Video Case Leading in a Dynamic Environment: The Buffalo Zoo	420	(2)
Case Steve Ballmer at Microsoft	422	(2)
Exploring Individual Differences and Team Dynamics	424	(34)
Facing the Challenge: Teamwork at United Technologies	426	(1)
Introduction	426	(1)
Appreciating Individual Differences	427	(4)
Personality Characteristics	427	(1)
Self-Esteem	427	(1)
Locus of Control	427	(1)
Now Apply It: Measuring Your Locus of Control	428	(1)
Type A and B Personalities	429	(1)
Resilience	430	(1)
Self-Monitoring	430	(1)
Authoritarianism	430	(1)
Myers-Briggs Type Indicator	431	(2)
The ``Big Five'' Personality Traits	433	(1)
Matching Personalities with Jobs	433	(5)
Perception	434	(1)
Perceptual Process	435	(1)
Stereotyping	435	(1)
Halo-and-Horn Effect	435	(1)
Selective Perception	436	(1)
Reducing Perceptual Errors	436	(1)
Attitudes	436	(1)
Relationship between Satisfaction and Performance	437	(1)
Ability	438	(1)
Key Inputs for Designing Effective Teams	438	(7)
Leaders in Action: Keith Alper: Leader of Team Leaders	439	(1)
Group Categories	440	(1)
Formal Groups	440	(1)
Informal Groups	440	(1)
Membership Composition	441	(1)
Roles	441	(1)
Member Characteristics	442	(1)
Diversity	443	(1)
Size	443	(1)
Team Goals	444	(1)
At the Forefront: Best Practice: Creating Learning Teams	444	(1)
Processes for Team Effectiveness	445	(3)
Team Development	446	(1)
Forming	446	(1)
Storming	446	(1)
Norming	446	(2)
Performing	448	(1)
Adjourning	448	(1)
Implications for Leaders	448	(1)
Meeting the Challenge: Teamwork at United Technologies	449	(1)
Summary	449	(1)
Review Questions	450	(1)
Discussion Questions	450	(1)
Thinking Critically: Debate the Issue	451	(1)
Experiential Exercises	451	(1)
Capturing the Power of Information Technology	452	(1)
Ethics: Take a Stand	453	(1)
Video Case Exploring Individual Differences and Team Dynamics: Cannondale I: Teamwork	453	(2)
Case Building a Team at Altrec	455	(3)
Motivating Organizational Members	458	(29)
Facing the Challenge: Nucor Steel Corporation	460	(1)
Introduction	460	(1)
Basic Motivation Process	460	(1)
Motivational Approaches	461	(1)
Needs-Based Approaches of Employee Motivation	462	(4)
Maslow's Hierarchy of Needs	462	(1)
Physiological Needs	462	(1)
Security Needs	463	(1)
Affiliation Needs	463	(1)
Esteem Needs	463	(1)
Self-Actualization Needs	463	(1)
Two-Factor Model	463	(1)
Motivator Factors	464	(1)
Hygiene Factors	464	(1)
Acquired-Needs Model	465	(1)
Need for Achievement	465	(1)
Need for Power	465	(1)
Need for Affiliation	465	(1)
Process Approaches to Employee Motivation	466	(8)
Expectancy Model	466	(1)
Expectancy	466	(1)
Instrumentality	466	(1)
Valence	466	(1)
Equity Model	467	(2)
Goal Setting	469	(1)
Reinforcement Theory	470	(1)
Positive Reinforcement	470	(1)
Negative Reinforcement	470	(1)
Extinction	470	(1)
Punishment	471	(1)
Schedules of Reinforcement	472	(1)
Using Behavior Modification	473	(1)
Leaders in Action: Sallie Krawcheck Rewards, and Gets, Accurate Analysis	474	(1)
Criticisms of Behavior Modification	474	(1)
Contemporary Motivational Approaches	474	(3)
Money as a Motivator	475	(1)
Employee Ownership as a Motivator	476	(1)
Rewarding Team Performance	476	(1)
At the Forefront: Successful Senior Executives Under 40	477	(1)
International Perspectives	477	(1)
Implications for Leaders	478	(2)
Now Apply It: What Is Your Motivation Related to Goals?	479	(1)
Meeting the Challenge: Nucor Steel Corporation	480	(1)
Summary	480	(1)
Review Questions	481	(1)
Discussion Questions	482	(1)
Thinking Critically: Debate the Issue	482	(1)
Experiential Exercises	482	(1)
Capturing the Power of Information Technology	482	(1)
Ethics: Take a Stand	483	(1)
Video Case Motivating Organizational Members: Buffalo Zoological Gardens	483	(2)
Case How's My [Teenage] Driving?	485	(2)
PART 5 CONTROL CHALLENGES IN THE 21ST CENTURY	487	(110)
Organizational Control in a Complex Business Environment	488	(34)
Facing the Challenge: Karlee Company's Quest to Break Away from the Pack	490	(1)
Introduction	490	(1)
A Process of Control for Diverse and Multinational Organizations	491	(5)
Setting Standards of Performance	491	(1)
Leaders in Action: Culinary Concepts/Chef Creations	492	(1)
Measuring Actual Performance	493	(1)
Comparing Actual Performance with Standards	494	(1)
Responding to Deviation	494	(1)
At the Forefront: Federal Aviation Administration Updates Its Control Systems	495	(1)
Designing Quality and Effectiveness Into the Control System	496	(11)
Design Factors Affecting Control System Quality	496	(1)
Amount of Variety in the Control System	496	(2)
Ability to Anticipate Problems	498	(1)
Sensitivity of the Measuring Device	499	(1)
Composition of Feedback Reports	499	(1)
Criteria for Effective Control	499	(1)
Is Related to Organizational Strategy	500	(1)
Utilizes All Steps in the Control Process	500	(1)
Is Composed of Objective and Subjective Measures	500	(1)
Incorporates Timeliness in Feedback Reporting	500	(1)
Is Acceptable to a Diverse Work Force	501	(1)
Selecting the Proper Amount of Control	501	(1)
Now Apply It: Checklist for Designing Effective Control Systems	502	(1)
Costs in Control Systems	502	(1)
Reliability of the System	503	(1)
Importance of the Process Being Controlled	504	(1)
Selecting the Focal Point for Control	504	(1)
Preventive Control	504	(2)
Concurrent Control	506	(1)
Corrective Control	506	(1)
Multiple Focal Points	506	(1)
Control Philosophies for Leaders	507	(2)
Bureaucratic Control	507	(1)
Organic Control	507	(1)
Selecting a Control Style in Today's Diverse and Multinational Organizations	508	(1)
Impact of Information Technology on Organizational Control	509	(1)
Mechanisms for Financial Control	510	(2)
Financial Statements	510	(1)
Balance Sheet	510	(1)
Income Statement	510	(1)
Financial Ratios	511	(1)
Liquidity Ratios	512	(1)
Profitability Ratios	512	(1)
Debt Ratios	512	(1)
Activity Ratios	512	(1)
Ethical Issues in the Control of a Diverse Work Force	512	(2)
Drug Testing	513	(1)
Undercover Surveillance	513	(1)
Computer Monitoring	514	(1)
Implications for Leaders	514	(2)
Meeting the Challenge: Karlee Company Breaks from the Pack	515	(1)
Summary	516	(1)
Review Questions	516	(1)
Discussion Questions	517	(1)
Thinking Critically: Debate the Issue	517	(1)
Experiential Exercises	517	(1)
Capturing the Power of Information Technology	518	(1)
Ethics: Take a Stand	518	(1)
Video Case Organizational Control in a Complex Business Environment: Cannondale	518	(2)
Case Motorola's Control of Quality	520	(2)
Productivity and Quality in Operations	522	(36)
Facing the Challenge: Operational Changes Needed at Clarke American Checks, Inc.	524	(1)
Introduction	524	(1)
What is Operations Management?	525	(12)
Manufacturing versus Service Operating Systems	525	(2)
Now Apply It: Checklist for Manufacturing/Service Classification	527	(1)
Structural Differences Among Operating Systems	527	(1)
Types of Manufacturing Systems	527	(2)
Types of Service Systems	529	(1)
Operations Management Decision Areas	529	(1)
Long-Term System Design Decisions	529	(4)
Short-Term Operating and Control Decisions	533	(3)
At the Forefront: From Just-in-Case to Just-in-Time at State Industries	536	(1)
The Role of Productivity and Quality in Operations	537	(11)
Fundamentals of Productivity	538	(1)
Improving Productivity	539	(1)
Fundamentals of Quality	540	(1)
Leaders in Action: Conway's BBQ Launches New Venture	541	(1)
Factors for Assessing Quality	542	(1)
Cost of Quality	542	(2)
Total Quality Management as a Tool for Global Competitiveness	544	(1)
Customer-Driven Standards	544	(1)
Management and Labor Commitment	545	(1)
Organization and Coordination of Efforts	545	(1)
Employee Participation	545	(1)
Prominent Quality Management Philosophers	546	(2)
Impact of Information Technology on Productivity and Quality	548	(1)
Implications for Leaders	549	(2)
Meeting the Challenge: Clarke American Responds with Operational Changes	550	(1)
Summary	551	(1)
Review Questions	551	(1)
Discussion Questions	552	(1)
Thinking Critically: Debate the Issue	552	(1)
Experiential Exercises	553	(1)
Capturing the Power of Information Technology	553	(1)
Ethics: Take a Stand	553	(1)
Video Case Productivity and Quality in Operations: PING Golf Clubs	554	(1)
Case Inventory Decision Making at ArtSource	555	(3)
Information Technology and Control	558	(39)
Facing the Challenge: What Kind of Information Systems Are Needed to Run the Olympic Winter Games?	560	(1)
Introduction	560	(1)
Organizational Foundations of Information Systems	561	(8)
The Changing Business Environment	561	(1)
Increasing Globalization	562	(1)
Shifting Economies	562	(1)
Flattening of Organizations	562	(1)
Emerging Technology-Driven Innovations	563	(1)
Types of Information Systems	563	(2)
Operational-Level Information Systems	565	(1)
Knowledge-Level Information Systems	565	(1)
Management-Level Information Systems	566	(1)
Strategic-Level Information Systems	567	(1)
Integration of Systems	567	(1)
Leaders in Action: Hughes Supply Streamlines Operations	568	(1)
Technical Foundations of Information Systems	569	(9)
Information System Components	569	(1)
Input	570	(1)
Processing	570	(1)
Output	570	(1)
Hardware	570	(1)
Software	570	(1)
Database	571	(1)
Information versus Data	571	(1)
Characteristics of Useful Information	572	(1)
Quality	572	(1)
Timeliness	573	(1)
Completeness	573	(1)
Steps in the Development of High-Quality Information Systems	574	(1)
Investigation	574	(1)
Systems Analysis	574	(1)
Systems Design	575	(1)
Systems Implementation	575	(1)
Systems Maintenance	576	(1)
Attributes of Successful Information Systems	577	(1)
Feasibility	577	(1)
Ability to Meet Needs of Diverse Users	577	(1)
Now Apply It: Checklist for Successful Information System Design	578	(1)
The New Technologies	578	(7)
Telecommunications and Networking	579	(2)
At the Forefront: It Prevents Pfizer and the FDA from Drowning in a Sea of Paper	581	(1)
Electronic Commerce	582	(2)
Artificial Intelligence	584	(1)
Expert Systems	584	(1)
Robotics	584	(1)
Impact of Information Technology on Dynamic Organizations	585	(1)
Limitations of Computer-Based Information Systems	586	(1)
Implications for Leaders	587	(2)
Meeting the Challenge: Building the Information Systems Needed to Run the Olympic Winter Games	588	(1)
Summary	589	(1)
Review Questions	590	(1)
Discussion Questions	590	(1)
Thinking Critically: Debate the Issue	591	(1)
Experiential Exercises	591	(1)
Capturing the Power of Information Technology	592	(1)
Ethics: Take a Stand	592	(1)
Video Case Cannondale III: IT	593	(2)
Case Safe Haven House	595	(2)
Glossary	597	(10)
Endnotes	607
Name Index	1	(1)
Company Index	1	(1)
Subject Index	1