EFFECTIVE MANAGEMENT combines the solid academic presentation of a textbook with the most extensive multimedia learning package available. Williams presents management as it is practiced today through a unique story-telling approach and organization that explains management theory in terms any learner can understand. In addition, a rich electronic learning support package, called Effective Management Online, includes a MP3 audio lectures with cases, videos of the author giving additional insights into chapter topics, a rich self-test area, student PowerPoint slides, and InfoTrac College Edition.

Introduction to Management	p. 1
Management	p. 2
What Would You Do? The Limited, Inc.	p. 3
What Is Management?	p. 4
What Do Managers Do?	p. 12
What Does It Take to Be a Manager?	p. 20
Why Management Matters	p. 28
What Really Happened?	p. 31
Critical Thinking Video Case	p. 32
Management Decisions	p. 32
Develop Your Management Potential	p. 33
Organizational Environments and Cultures	p. 34
What Would You Do? All-World Travel	p. 35
External Environments	p. 36
Internal Environments	p. 55
What Really Happened?	p. 60
Critical Thinking Video Case	p. 62
Management Decisions	p. 62
Develop Your Management Potential	p. 63
Ethics and Social Responsibility	p. 66
What Would You Do? Walt Disney Headquarters	p. 67
What Is Ethical and Unethical Workplace Behavior?	p. 68
How Do You Make Ethical Decisions?	p. 73
What Is Social Responsibility?	p. 84
What Really Happened?	p. 94
Critical Thinking Video Case	p. 95
Management Decisions	p. 95
Develop Your Management Potential	p. 96
Making Things Happen	p. 99
Planning and Decision Making	p. 100
What Would You Do? Mercedes-Benz Credit Corporation	p. 101
Planning	p. 102
Decision Making	p. 118
What Really Happened?	p. 135
Critical Thinking Video Case	p. 136
Management Decisions	p. 137
Develop Your Management Potential	p. 138
Managing Information	p. 140
What Would You Do? MTC Headquarters	p. 141
Why Information Matters	p. 143
Information Technologies	p. 150
What Really Happened?	p. 172
Critical Thinking Video Case	p. 173
Management Decisions	p. 173
Develop Your Management Potential	p. 174
Control	p. 176
What Would You Do? O'Hare Airport	p. 177
Basics of Control	p. 179
How and What to Control	p. 188
What Really Happened?	p. 206
Critical Thinking Video Case	p. 208
Management Decisions	p. 208
Develop Your Management Potential	p. 209
Meeting the Competition	p. 211
Global Management	p. 212
What Would You Do? McDonald's Plaza	p. 213
What Is Global Business?	p. 214
How to Go Global	p. 226
Where to Go Global	p. 232
What Really Happened?	p. 243
Critical Thinking Video Case	p. 244
Management Decisions	p. 245
Develop Your Management Potential	p. 245
Organizational Strategy	p. 250
What Would You Do? Kodak Headquarters	p. 251
Basics of Organizational Strategy	p. 252
Corporate-, Industry-, and Firm-Level Strategies	p. 264
What Really Happened?	p. 286
Critical Thinking Video Case	p. 287
Management Decisions	p. 288
Develop Your Management Potential	p. 288
Innovation and Change	p. 290
What Would You Do? IBM Headquarters	p. 291
Organizational Innovation	p. 292
Organizational Change	p. 308
What Really Happened?	p. 329
Critical Thinking Video Case	p. 330
Management Decisions	p. 331
Develop Your Management Potential	p. 332
Designing Adaptive Organizations	p. 334
What Would You Do? American Express Corporation Headquarters	p. 335
Designing Organizational Structures	p. 339
Designing Organizational Processes	p. 364
What Really Happened?	p. 378
Critical Thinking Video Case	p. 380
Management Decisions	p. 380
Develop Your Management Potential	p. 381
Organizing People, Projects, and Processes	p. 383
Managing Teams	p. 384
What Would You Do? Cigna's Customer Service Center	p. 385
Why Work Teams?	p. 387
Managing Work Teams	p. 400
What Really Happened?	p. 417
Critical Thinking Video Case	p. 418
Management Decisions	p. 418
Develop Your Management Potential	p. 419
Managing Human Resource Systems	p. 422
What Would You Do? Magnolia Medical Services	p. 423
Determining Human Resource Needs	p. 425
Employment Legislation	p. 431
Finding Qualified Workers	p. 437
Developing Qualified Workers	p. 452
Keeping Qualified Workers	p. 463
What Really Happened?	p. 472
Critical Thinking Video Case	p. 474
Management Decisions	p. 474
Develop Your Management Potential	p. 475
Managing Service and Manufacturing Operations	p. 478
What Would You Do? Long Island, New York	p. 479
Managing for Productivity and Quality	p. 480
Managing Operations	p. 492
What Really Happened?	p. 509
Critical Thinking Video Case	p. 511
Management Decisions	p. 512
Develop Your Management Potential	p. 513
Leading	p. 515
Motivation	p. 516
What Would You Do? Diamond International Corporation	p. 517
What Is Motivation?	p. 518
How Perceptions and Expectations Affect Motivation	p. 526
How Rewards and Goals Affect Motivation	p. 536
What Really Happened?	p. 550
Critical Thinking Video Case	p. 552
Management Decisions	p. 553
Develop Your Management Potential	p. 553
Leadership	p. 556
What Would You Do? Microsoft Headquarters	p. 557
What Is Leadership?	p. 559
Situational Leadership	p. 570
Strategic Leadership	p. 586
What Really Happened?	p. 593
Critical Thinking Video Case	p. 595
Management Decisions	p. 595
Develop Your Management Potential	p. 596
Managing Communication	p. 598
What Would You Do? Buckman Laboratories	p. 599
Communication	p. 600
Improving Communication	p. 615
What Really Happened?	p. 627
Critical Thinking Video Case	p. 628
Management Decisions	p. 628
Develop Your Management Potential	p. 629
End Notes	p. 631
Glossary	p. 651
Name and Organization Index	p. 669
Subject Index	p. 673
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