Management Meeting and Exceeding Customer Expectations with Student Resource CD-ROM

by Plunkett, Warren R.; Attner, Raymond F.; Allen, Gemmy S.

• ISBN13: 9780324125658
• ISBN10: 0324125658
• Edition: 7th
• Format: Hardcover
• Copyright: 2001-07-17
• Publisher: South-Western College Pub

Table of Contents

PART 1 MANAGEMENT CONCEPTS
Management: An Overview	2	(34)
Introduction	4	(1)
Management and Managers	5	(1)
Organizational Need for Managers	5	(1)
The Manager's Universe	6	(7)
The Need to Please Customers	7	(1)
The Need to Provide Leadership	8	(1)
The Need to Act Ethically	9	(1)
The Need to Value Diversity in Their Employees	10	(2)
The Need to Cope with Global Challenges	12	(1)
Levels of Management	13	(5)
Top Management	14	(1)
Middle Management	14	(1)
First-Line Management	15	(1)
Functional Managers	16	(2)
Management Functions	18	(4)
Planning	18	(1)
Organizing	19	(1)
Staffing	20	(1)
Leading	20	(1)
Controlling	20	(1)
Functions and the Levels of Management	20	(2)
Management Roles	22	(3)
Interpersonal Roles	22	(1)
Informational Roles	22	(1)
Decisional Roles	23	(1)
Roles and Managerial Functions	24	(1)
Roles and the Expectations of Others	24	(1)
Management Skills	25	(4)
Technical Skills	26	(1)
Human Skills	26	(1)
Conceptual Skills	26	(1)
Skills and Levels of Management	26	(3)
Management Myths and Realities	29	(1)
Evaluating a Manager's Performance	30	(6)
Management Thought: Past and Present	36	(30)
Introduction	38	(1)
History and Theory of Management	39	(1)
Value of History	39	(1)
Ancient History	39	(1)
Value of Theory	39	(1)
Classical Management Theory	40	(6)
Classical Scientific School	41	(3)
Classical Administrative School	44	(2)
Behavioral Management Theory	46	(3)
Quantitative Management Theory	49	(2)
Management Science	49	(2)
Systems Management Theory	51	(3)
Systems School	51	(1)
Cumulative Energy of Synergy	52	(2)
Contingency Management Theory	54	(1)
Quality Management Theory	55	(11)
Kaizen Approach	55	(1)
Reengineering Approach	56	(1)
Major Contributors to Quality Management	57	(9)
Management's Commitments to Quality and Productivity	66	(32)
Introduction	67	(1)
Quality, Productivity, and Profitability	68	(9)
Quality Function Deployment	70	(5)
Cost-Effective Quality	75	(1)
Productivity	75	(1)
Quality-Productivity-Profitability Link	76	(1)
Improving Quality and Productivity	77	(13)
Reengineering Approaches	79	(1)
Commitments at the Top	80	(4)
Commitments at the Middle	84	(2)
Commitments at the Bottom	86	(2)
External Commitments	88	(2)
Additional Internal and External Influences on Quality and Productivity	90	(8)
Internal Influences	90	(1)
External Influences	91	(7)
The Manager's Environment	98	(26)
Introduction	100	(1)
The Organization as a System	100	(2)
Internal Environment	102	(7)
Mission, Vision, and Core Values	102	(2)
Core Competencies	104	(1)
Organizational Culture	104	(1)
Organizational Climate	105	(1)
Leadership	105	(1)
Organizational Structure	105	(1)
Resources	106	(3)
External Environment	109	(6)
Directly Interactive Forces	109	(3)
Indirectly Interactive Forces	112	(3)
Environments and Management	115	(9)
Sensing and Adapting to Environments	116	(1)
Influencing Environments	116	(1)
Meeting Responsibilities to Stakeholders	116	(8)
PART 2 PLANNING AND DECISION MAKING
Organizational Planning	124	(34)
Introduction	126	(1)
Planning Defined	126	(7)
Mission Statement	126	(3)
Goals	129	(1)
Plans	130	(1)
Strategies and Tactics	131	(1)
Determining Resource Requirements	132	(1)
Types of Plans	133	(9)
Strategic Plans	134	(1)
Tactical Plans	135	(1)
Operational Plans	136	(5)
Unified Hierarchy of Goals	141	(1)
Contingency Plans	141	(1)
Basic Planning Process	142	(4)
Setting Objectives	142	(1)
Analyzing and Evaluating the Environment	143	(2)
Identifying the Alternatives	145	(1)
Evaluating the Alternatives	145	(1)
Selecting the Best Solution	145	(1)
Implementing the Plan	146	(1)
Controlling and Evaluating the Results	146	(1)
Making Plans Effective	146	(4)
Improving the Quality of Assumptions and Forecasts	147	(2)
Planning Tools	149	(1)
Barriers to Planning	150	(8)
Inability to Plan	150	(1)
Lack of Commitment to the Planning Process	150	(1)
Inferior Information	151	(1)
Lack of Focus on the Long Term	151	(1)
Over reliance on the Planning Department	151	(1)
Overemphasis on Controllable Variables	151	(7)
Strategic Planning and Strategic Management	158	(32)
Introduction	161	(1)
Nature of Strategic Planning and Strategic Management	161	(6)
Elements of Strategic Planning	162	(2)
Responsibility for Strategic Planning	164	(1)
Strategy Formulation Versus Strategy Implementation	165	(1)
Levels of Strategy	165	(2)
Strategic Planning Process	167	(8)
Creating a Mission Statement and Goals	167	(2)
Analyzing the Internal and External Environments	169	(2)
Reassessing the Mission Statement and Goals	171	(1)
Formulating Strategies	172	(1)
Implementing Strategies	172	(3)
Monitoring and Evaluating Results	175	(1)
Formulating Corporate-Level Strategy	175	(5)
Grand Strategies	176	(2)
Portfolio Strategy	178	(2)
Formulating Business-Level Strategy	180	(3)
Adaptive Strategies	180	(2)
Competitive Strategies	182	(1)
Formulating Functional-Level Strategy	183	(7)
Marketing Strategy	184	(1)
Production Strategy	184	(1)
Human Resources Strategy	184	(1)
Financial Strategy	184	(1)
Research and Development Strategy	184	(6)
Making Decisions	190	(36)
Introduction	192	(1)
What You Need To Know About Decisions	192	(1)
What Decision Making Is	192	(4)
Decision Making, Problem Solving, and Opportunity Management	192	(1)
Universality of Decision Making	193	(1)
Approaches to Decision Making	193	(1)
Programmed and Nonprogrammed Decisions	194	(2)
Seven-Step Decision-Making Process	196	(7)
Defining the Problem or Opportunity	196	(2)
Identifying Limiting Factors	198	(1)
Developing Potential Alternatives	199	(1)
Analyzing the Alternatives	200	(1)
Selecting the Best Alternative	201	(1)
Implementing the Decision	201	(1)
Establishing a Control and Evaluation System	202	(1)
Environmental Influence on Decision Making	203	(6)
Degree of Certainty	203	(2)
Imperfect Resources	205	(1)
Internal Environment	205	(3)
External Environment	208	(1)
Influence of Managerial Style on Decision Making	209	(2)
Personal Decision-Making Approaches	209	(1)
Ability to Set Priorities	209	(1)
Timing of Decisions	210	(1)
Tunnel Vision	211	(1)
Commitment to Previous Decisions	211	(1)
Creativity	211	(1)
Group Decision Making	211	(4)
Brainstorming	212	(1)
Nominal Group Technique	212	(1)
Delphi Technique	213	(1)
Advantages and Disadvantages of Group Decision Making	214	(1)
Quantitative Decision-Making Techniques	215	(4)
Decision Trees	215	(2)
Payback Analysis	217	(1)
Simulations	217	(2)
Creating an Environment for Effective Decision Making	219	(7)
PART 3 ORGANIZING
Organizing Principles	226	(38)
Introduction	228	(1)
The Formal Organization	228	(1)
Organizing Process	229	(1)
Relationship Between Planning and Organizing	229	(1)
Benefits of Organizing	230	(1)
Five-Step Organizing Process	230	(9)
Reviewing Plans and Goals	230	(3)
Determining Work Activities	233	(1)
Classifying and Grouping Activities	234	(3)
Assigning Work and Delegating Authority	237	(1)
Designing a Hierarchy of Relationships	237	(2)
Major Organizational Concepts	239	(13)
Authority	239	(4)
Unity of Command	243	(1)
Power	243	(2)
Delegation	245	(1)
Span of Control	246	(3)
Centralization Versus Decentralization	249	(3)
The Informal Organization	252	(12)
Informal Organization Defined	253	(1)
Informal and Formal Organizations Compared	253	(1)
Emergence of the Informal Organization	254	(1)
Structure of the Informal Organization	255	(2)
Impact of the Informal Organization	257	(7)
Organizational Design	264	(28)
Introduction	266	(1)
Designing Organizational Structure	266	(3)
Organizational Design Defined	266	(1)
Objectives of Organizational Design	267	(2)
Range of Organizational Design Outcomes	269	(2)
Mechanistic Organizational Structures	269	(1)
Organic Organizational Structures	269	(2)
Contingency Factors Affecting Organizational Design	271	(7)
Strategy	271	(1)
Environment	272	(2)
Size of the Organization	274	(1)
Age of the Organization	274	(2)
Technology	276	(2)
Structural Options in Organizational Design	278	(14)
Functional Structure	278	(1)
Divisional Structure	279	(3)
Matrix Structure	282	(2)
Team Structure	284	(1)
Network Structure	285	(7)
Organizational Culture and Change	292	(40)
Introduction	294	(1)
Organizational Culture	294	(4)
Organizational Culture Defined	294	(1)
Factors Shaping Culture	295	(3)
Manifestations of Culture	298	(4)
Statements of Principle	298	(1)
Stories	299	(1)
Slogans	299	(1)
Heroes	300	(1)
Ceremonies	300	(1)
Symbols	301	(1)
Climate	301	(1)
Physical Environment	302	(1)
Creation of Culture	302	(5)
Role of Managers	302	(2)
Role of Employees	304	(1)
Factors Contributing to the Effectiveness of Culture	305	(2)
Nature of Change	307	(6)
Sources of Change	307	(1)
Types of Change	308	(2)
Rates of Change	310	(3)
Management and Change	313	(1)
How to Manage Change	313	(4)
Need for Change: Diagnosing and Predicting It	314	(2)
Steps in Planned Change	316	(1)
Qualities Promoting Change	317	(2)
Mutual Trust	317	(1)
Organizational Learning	318	(1)
Adaptability	318	(1)
Implementation of Change	319	(4)
Resistance to Change	319	(1)
Why Change Efforts Fail	320	(1)
Methods of Effecting Change	321	(2)
Organizational Development	323	(9)
Purposes of Organizational Development	324	(1)
Strategies of Organizational Development	324	(1)
Evaluating the Effectiveness of Organizational Development	325	(7)
PART 4 STAFFING AND LEADING
Staffing	332	(44)
Introduction	334	(1)
Responsibility for Staffing	334	(1)
Staffing Process	335	(1)
Staffing Environments	336	(10)
Legal Environment	336	(6)
Sociocultural Environment	342	(3)
Union Environment	345	(1)
Human Resource Planning	346	(5)
Job Analysis	346	(1)
Human Resource Inventory	347	(1)
Human Resource Forecasting	348	(2)
Inventory and Forecast Comparison	350	(1)
Recruitment, Selection, and Orientation	351	(6)
Strategies for Recruiting	351	(1)
Selection Process	352	(5)
Orientation	357	(1)
Training and Development	357	(3)
Purposes of Training	358	(1)
Challenges of Training	358	(1)
Techniques of Training	359	(1)
Purposes of Development	360	(1)
Techniques of Development	360	(1)
Performance Appraisal	360	(4)
Purposes of Performance Appraisal	361	(1)
Components of Appraisal Systems	361	(1)
Appraisal Methods	362	(2)
Legality of Appraisals	364	(1)
Implementation of Employment Decisions	364	(4)
Promotions	365	(1)
Transfers	365	(1)
Demotions	365	(1)
Separations	366	(2)
Compensation	368	(8)
Purposes of Compensation	368	(1)
Factors Influencing Compensation	368	(1)
Wages and Salaries	368	(2)
Benefits	370	(1)
Executive Compensation	371	(5)
Communication: Interpersonal and Organizational	376	(32)
Introduction	378	(1)
Communication Process	378	(2)
Mediums of Communication	380	(4)
Verbal Communication	380	(2)
Nonverbal Communication	382	(2)
Interpersonal Communication	384	(5)
Communication and Teams	385	(1)
Barriers to Interpersonal Communication	386	(3)
Organizational Communication	389	(10)
Formal Downward Channels	390	(1)
Formal Horizontal Channels	391	(1)
Formal Upward Channels	392	(1)
Formal Communication Networks	393	(1)
Informal Communication Channels	394	(1)
Barriers to Organizational Communication	395	(4)
Improvement of Communication	399	(9)
Responsibilities of Senders	399	(2)
Responsibilities of Receivers	401	(2)
Ten Commandments of Good Communication	403	(5)
Human Motivation	408	(42)
Introduction	410	(1)
Challenge of Motivation	410	(6)
Basics of Motivation	412	(1)
Motivation Model	412	(1)
Integrated Motivation Model	413	(3)
Content Theories: Motivation Theories Focusing on Needs	416	(11)
Maslow's Hierarchy of Needs	416	(4)
Herzberg's Two-Factor Theory	420	(3)
McClelland and the Need for Achievement	423	(1)
Alderfer's ERG Theory	424	(3)
Process Theories: Motivation Theories Focusing on Behoviors	427	(7)
Expectancy Theory	427	(2)
Reinforcement Theory	429	(3)
Equity Theory	432	(1)
Goal-Setting Theory	433	(1)
Building a Philosophy of Management	434	(2)
Theory X and Theory Y	434	(1)
Argyris's Maturity Theory	435	(1)
Development of Expectations	436	(1)
Managing for Motivation	436	(14)
Treating People as Individuals	436	(1)
Providing Support	437	(1)
Recognizing and Valuing Diversity	438	(1)
Empowering Employees	438	(2)
Providing an Effective Reward System	440	(1)
Redesigning Jobs	440	(2)
Promoting Intrapreneurship	442	(2)
Creating Flexibility	444	(6)
Leadership	450	(34)
Introduction	452	(1)
Leadership Defined	452	(8)
Leadership Traits	453	(1)
Leadership Skills	454	(1)
Leadership Behaviors	455	(2)
Management Versus Leadership	457	(3)
Power and Leadership	460	(3)
Legitimate Power	460	(1)
Coercive Power	460	(1)
Reward Power	461	(1)
Expert Power	461	(1)
Referent Power	462	(1)
Leadership Styles	463	(6)
Positive Versus Negative Motivation	463	(1)
Decision-Making Styles	464	(2)
Task Orientation Versus People Orientation	466	(3)
Theories of Situational Leadership	469	(6)
Fiedler's Contingency Model	469	(2)
House and Mitchell's Path-Goal Theory	471	(3)
Hersy and Blanchard's Life-Cycle Theory	474	(1)
Challenges Facing Leaders	475	(2)
Leadership Throughout an Organization	475	(1)
Leadership and Rapid Response	476	(1)
Leadership and Tough Decisions	476	(1)
How Managers Can Become Batter Leaders	477	(7)
Team Management and Conflict	484	(36)
Introduction	486	(1)
Nature of Teams	487	(2)
Teams Defined	487	(1)
Characteristics of Effective Teams	487	(1)
Types of Teams	487	(2)
Philosophical Issues of Team Management	489	(6)
How to Use Teams	489	(4)
How Much Independence to Give Teams	493	(2)
Establishment of Team Organization	495	(5)
Process of Team Building	495	(3)
Team-Building Considerations	498	(2)
Management of Team Processes	500	(4)
Stages of Team Development	500	(2)
Team Cohesiveness	502	(1)
Team Norms	502	(1)
Team Personality	503	(1)
Measurements of Team Effectiveness	504	(3)
Benefits of Teams	504	(1)
Costs of Teams	505	(2)
Team and Individual Conflict	507	(3)
Views of Conflict	507	(1)
Positive and Negative Aspects of Conflict	508	(1)
Sources of Conflict	508	(2)
Strategies for Managing Conflict	510	(10)
Analysis of the Conflict Situation	510	(1)
Development of a Strategy	511	(1)
Conflict Stimulation	512	(8)
PART 5 CONTROLLING
Controlling: Purpose and Process	520	(26)
Introduction	522	(2)
Controlling and the Other Management Functions	524	(1)
Control Process	525	(5)
Establishing Performance Standards	525	(3)
Measuring Performance	528	(1)
Comparing Measured Performance to Established Standards	528	(2)
Taking Corrective Action	530	(1)
Types of Controls and Control Systems	530	(5)
Feedforward Controls	532	(1)
Concurrent Controls	533	(1)
Feedback Controls	534	(1)
Control Systems	534	(1)
Characteristics of Effective Controls	535	(3)
Focus on Critical Points	535	(1)
Integration	535	(1)
Acceptability	536	(1)
Timeliness	536	(1)
Economic Feasibility	536	(1)
Accuracy	537	(1)
Comprehensibility	537	(1)
Control Monitoring	538	(8)
Monitoring Organizational Impacts	538	(1)
Updating Controls	539	(7)
Control techniques	546	(34)
Introduction	548	(1)
Subsystem Controls	548	(3)
Finance Controls	548	(2)
Marketing Controls	550	(1)
Human Resource Controls	550	(1)
Financial Controls	551	(9)
Financial Statements	551	(4)
Financial Ratio Analysis	555	(3)
Financial Responsibility Centers	558	(1)
Financial Audits	558	(2)
Budget Controls	560	(5)
Budget Development Process	561	(3)
Operating Budgets	564	(1)
Financial Budgets	565	(1)
Marketing Controls	565	(4)
Marketing Research	566	(1)
Test Marketing	567	(1)
Marketing Ratios	568	(1)
Sales Quotas	568	(1)
Stockage	569	(1)
Human Resource Controls	569	(4)
Statistical Analysis	569	(2)
Human Asset Valuation	571	(1)
Training and Development	571	(1)
Performance Appraisals	572	(1)
Attitude Surveys	573	(1)
Management Audits	573	(1)
Computers and Control	573	(7)
Operations Management	580	(34)
Introduction	582	(1)
Nature of Operations Management	582	(2)
Operations Strategy and Management Defined	582	(1)
Importance of Operations Management	583	(1)
Operations Planning	584	(11)
Product or Service Design Planning	584	(3)
Facilities Layout	587	(3)
Production Processes and Technology	590	(4)
Facilities Location	594	(1)
Capacity Planning	595	(1)
Management of Operations	595	(2)
Aggregate Plan	596	(1)
Master Schedule	596	(1)
Structure for Implementing Production	597	(1)
Controls for Quality and Productivity	597	(17)
Design Control	598	(1)
Materials Control: Purchasing	598	(2)
Inventory Control	600	(4)
Scheduling Control	604	(3)
Product Control	607	(7)
PART 6 SPECIAL CONCERNS
Information Management Systems	614	(28)
Introduction	616	(1)
Information and the Manager	616	(3)
Information Management Systems	619	(3)
Functions of an Effective Information System (IS)	620	(1)
Guidelines for Developing an Information System (IS)	620	(2)
Computerized Information Systems	622	(10)
Computer Operations	626	(1)
Data Processing Models	627	(1)
Linking Computer Systems	627	(2)
CIS Management Tools	629	(3)
Managing Information Systems	632	(10)
Overcoming Resistance	632	(1)
Enabling Users	633	(1)
Outsourcing	634	(1)
Evaluating Results	634	(8)
International Management	642	(38)
Introduction	644	(2)
Why Businesses Become International	646	(1)
The Multinational Corporation	647	(1)
Characteristics of Multinationals	648	(1)
International Environment	649	(6)
Political Environment	649	(2)
Legal Environment	651	(1)
Economic Environment	652	(1)
Sociocultural Environment	652	(2)
Technological Environment	654	(1)
Planning and the International Manager	655	(5)
Choosing Strategies	655	(1)
Assessing the External Variables	656	(4)
Organizing and the International Manager	660	(5)
Pre-International Division Phase	660	(1)
International Division Phase	661	(1)
Global Structure Phase	662	(3)
Staffing and the International Manager	665	(2)
Staffing Problems and Solutions	665	(1)
Compensation	666	(1)
Leading and the International Manager	667	(5)
Employee Attitudes	667	(2)
Communication Problems	669	(1)
Cross-Cultural Management	670	(2)
Controlling and the International Manager	672	(8)
Characteristics of Controls	672	(1)
Control Problems	673	(7)
Succeeding in Your Organization	680	(36)
Introduction	682	(1)
Managing to Success	682	(2)
Nature of Careers	682	(1)
Career Perspective	683	(1)
New Career Environment	683	(1)
Career Planning	684	(10)
Stages of Career Development	685	(3)
Steps in Career Planning	688	(6)
Career Management	694	(3)
Analyzing and Understanding the Organization	694	(3)
Assessment and Alignment	697	(1)
Strategies for Career Advancement	697	(12)
Committing to Lifelong Learning	697	(1)
Creating Visibility	698	(3)
Developing Mentor Relationships	701	(1)
Developing Networks	702	(1)
Understanding Power and Politics	703	(1)
Working with the Boss	704	(1)
Managing Stress	705	(4)
Organizational Dilemmas	709	(7)
Conflicts Between Personal and Organizational Values	709	(1)
Loyalty Demands	709	(1)
Advancement Decisions	710	(1)
Independence and Sponsorship	711	(5)
Management Ethics and Social Responsibility	716	(31)
Introduction	718	(1)
Managing Ethically	718	(13)
Individuals and Ethical Conduct	720	(1)
Leaders' Ethics	721	(1)
Organizational Influences on Ethical Conduct	722	(1)
Importance of Organizational Controls	723	(3)
Legal Constraints	726	(2)
Ethical Dilemmas	728	(2)
Guidelines for Acting Ethically	730	(1)
Nature of Social Responsibility	731	(7)
Approaches to Social Responsibility	732	(1)
Responsibilities to Stakeholders	733	(3)
Government Regulation: Pros and Cons	736	(2)
Managing for Social Responsibility	738	(9)
Top-Management Commitment	738	(3)
Social Audit	741	(6)
Recommended Readings	747	(10)
References	757	(22)
Glossary	779	(10)
Index	789