Small Business Management Entrepreneurship and Beyond : Entrepreneurship and Beyond

by Hatten, Timothy S.

• ISBN13: 9780618128488
• ISBN10: 0618128484
• Edition: 2nd
• Format: Paperback
• Copyright: 2002-02-27
• Publisher: South-Western College Pub

Table of Contents

Preface	xix
PART ONE The Challenge	1	(68)
Small Business: An Overview	2	(30)
What Is Small Business?	4	(3)
Size Definitions	5	(1)
Types of Industries	6	(1)
Small Business in the American Economy	7	(4)
Recent Growth Trends	8	(3)
Small Business as Employer	11	(1)
Work Force Diversity	11	(2)
Business Responds to Diversity	12	(1)
Small Business's Opportunity for All	13	(1)
The Expanding Marketplace: Small Business Opportunities	13	(3)
Downsizing, Outsourcing, and Strategic Alliances	14	(1)
Niche Marketing	14	(2)
Small Business in a Global Marketplace	16	(1)
Secrets of Small Business Success	16	(4)
Competitive Advantage	16	(3)
Getting Started on the Right Foot	19	(1)
Understanding the Risks of Small Business Ownership	20	(6)
What Is Business Failure?	21	(1)
Causes of Business Failure	22	(2)
Business Termination	24	(1)
Failure-Rate Controversy	24	(2)
What's Ahead?	26	(6)
Reality Check Maximum Efficiency	9	(6)
Reality Check Flying Solo	15	(2)
Creating Competitive Advantage Changing Their Stripes	17	(4)
@e-biz SitStay.com Stays Focused	21	(3)
Reality Check Risky Business	24	(1)
Reality Check Entrepreneurial Mistakes	25	(1)
Summary	26	(1)
Questions for Review & Discussion	27	(1)
Questions for Critical Thinking	28	(1)
Experience This	28	(1)
What Would You Do? (No. 1)	28	(1)
What Would You Do? (No. 2)	29	(1)
Chapter Closing Case Small Business Lessons from the Movies	30	(2)
Small Business Management, Entrepreneurship, and Ownership	32	(37)
The Entrepreneur/Manager Relationship	34	(3)
What Is an Entrepreneur?	34	(1)
Entrepreneurship and the Small Business Manager	35	(2)
A Model of the Startup Process	37	(3)
Your Decision for Self-Employment	40	(9)
Pros and Cons of Self-Employment	41	(4)
Traits of Successful Entrepreneurs	45	(2)
Preparing Yourself for Business Ownership	47	(2)
Forms of Business Organization	49	(20)
The Sole Proprietorship	51	(2)
The Partnership	53	(3)
The Corporation	56	(3)
Specialized Forms of Corporations	59
Creating Competitive Advantage Staying Fresh	35	(7)
Creating Competitive Advantage We All Sing for Ginseng	42	(1)
Reality Check From Accidental Startup to Sure Thing	43	(1)
Reality Check Not All Happy Endings	44	(2)
Creating Competitive Advantage Hispanic Fingers Go Walking	46	(2)
@e-biz A Domain of Your Own	48	(13)
Summary	61	(1)
Questions for Review & Discussion	61	(1)
Questions for Critical Thinking	62	(1)
Experience This	63	(1)
What Would You Do? (No. 1)	63	(1)
What Would You Do? (No. 2)	64	(1)
Answers to Chapter Opening Quiz	64	(2)
Chapter Closing Case Start Temps CZ Starts Up	66	(3)
PART TWO Planning in Small Business	69	(66)
Social Responsibility, Ethics, and Strategic Planning	70	(34)
The Relationship Between Social Responsibility, Ethics, and Strategic Planning	72	(1)
Social Responsibilities of Small Business	73	(5)
Economic Responsibility	74	(1)
Legal Obligations	74	(1)
Ethical Responsibility	75	(2)
Philanthropic Goodwill	77	(1)
Ethics and Business Strategy	78	(8)
Codes of Ethics	78	(2)
Ethics Under Pressure	80	(6)
Strategic Planning	86	(11)
The Strategic Planning Process	86	(10)
Strategic Planning in Action	96	(1)
Establishing a Business Culture	97	(7)
Reality Check Making Good	77	(5)
Reality Check Can You Serve Two Bottom Lines?	82	(1)
Creating Competitive Advantage Inner-City Action	83	(1)
Creating Competitive Advantage Green Marketing	84	(1)
@e-biz Hire a Hacker???	85	(3)
Creating Competitive Advantage Strategic Cabinetry	88	(4)
Creating Competitive Advantage Competitive Analysis: How to Beat the Competition	92	(2)
Creating Competitive Advantage Do Your Homework	94	(4)
Creating Competitive Advantage Strategic Planting	98	(1)
Summary	98	(1)
Questions for Review & Discussion	99	(1)
Questions for Critical Thinking	100	(1)
Experience This	100	(1)
What Would You Do? (No. 1)	100	(1)
What Would You Do? (No. 2)	101	(1)
Chapter Closing Case Testing the Limits	101	(3)
The Business Plan	104	(31)
Every Business Needs a Plan	106	(7)
The Plan	106	(1)
The Purpose	107	(2)
The Practice: Guidelines for Writing a Business Plan	109	(4)
Business Plan Contents	113	(14)
Cover Page	114	(1)
Table of Contents	114	(1)
Executive Summary	114	(1)
Company and Industry	115	(1)
Products or Services	115	(1)
Marketing Research and Evaluation	115	(3)
Manufacturing and Operations Plan	118	(1)
Management Team	119	(1)
Timeline	119	(1)
Critical Risks and Assumptions	120	(1)
Benefits to the Community	120	(1)
Exit Strategy	121	(1)
Financial Plan	121	(4)
Appendix	125	(2)
Review Process	127	(8)
Creating Competitive Advantage Linen & Lace	107	(2)
@e-biz Cool B-Plan Tools	109	(1)
Reality Check Fast Track to Venture Capital	110	(1)
Manager's Notebook Good, Bad, and Ugly Business Plans	111	(6)
Reality Check I'm Starting a Dot-Com, Do I Still Need a Business Plan?	117	(10)
Reality Check Business Plan Mistakes	127	(1)
Manager's Notebook How Does Your Plan Rate?	128	(1)
Summary	129	(1)
Questions for Review & Discussion	129	(1)
Questions for Critical Thinking	130	(1)
Experience This	130	(1)
What Would You Do? (No. 1)	131	(1)
What Would You Do? (No. 2)	131	(1)
Chapter Closing Case Oyster Communications: Is the World Its Oyster?	132	(3)
PART THREE Early Decisions	135	(96)
Franchising	136	(32)
About Franchising	138	(2)
Background	138	(1)
Franchising Today	139	(1)
Franchising Systems	140	(1)
Product (Trade Name) Franchising	140	(1)
Business-Format Franchising	141	(1)
Why Open a Franchise?	141	(6)
Advantages to the Franchisee	142	(1)
Disadvantages to the Franchisee	143	(2)
Advantages to the Franchisor	145	(1)
Disadvantages to the Franchisor	146	(1)
Selecting a Franchise	147	(15)
Evaluate Your Needs	147	(1)
Do Your Research	148	(6)
Analyze the Market	154	(1)
Disclosure Statements	155	(3)
The Franchise Agreement	158	(2)
Get Professional Advice	160	(2)
International Franchising	162	(6)
Manager's Notebook Fast Facts	140	(6)
Reality Check Once Burned	146	(7)
Manager's Notebook From the Horse's Mouth	153	(2)
Reality Check Sell Ice Cream in Alaska? Yeah, Right!	155	(3)
@e-biz Surf Your Way to a New Franchise	158	(1)
Creating Competitive Advantage Training	159	(2)
Creating Competitive Advantage Communication Is the Key	161	(2)
Summary	163	(1)
Questions for Review & Discussion	164	(1)
Questions for Critical Thinking	164	(1)
What Would You Do? (No. 1)	165	(1)
What Would You Do? (No. 2)	165	(1)
Chapter Closing Case Flapjack Chain Runs Out of Dough	166	(2)
Taking Over an Existing Business	168	(32)
The Business Buyout Alternative	170	(2)
Advantages of Buying a Business	170	(1)
Disadvantages of Buying a Business	171	(1)
How Do You Find a Business for Sale?	172	(2)
What Do You Look for in a Business?	174	(5)
General Considerations	175	(1)
Why Is the Business Being Sold?	176	(1)
Financial Condition	177	(2)
What Are You Buying?	179	(4)
Tangible Assets	179	(2)
Intangible Assets	181	(1)
Personnel	182	(1)
The Seller's Personal Plans	183	(1)
How Much Should You Pay?	183	(4)
What Are the Tangible Assets Worth?	184	(1)
What Are the Intangible Assets Worth?	185	(2)
Buying Your Business	187	(1)
The Terms of Sale	187	(1)
Closing the Deal	187	(1)
Taking Over a Family Business	188	(12)
What Is Different About Family Businesses?	188	(1)
Complex Interrelationships	189	(1)
Planning Succession	189	(2)
General Family Business Policies	191
Reality Check Do . . . Due Diligence	172	(2)
@e-biz Shopping for a Business Online	174	(2)
Manager's Notebook Look Before You Leap	176	(2)
Manager's Notebook Letter of Confidentiality	178	(3)
Creating Competitive Advantage The Declining Value of Aging Accounts Receivable	181	(3)
Reality Check Tire Kicking for Beginners	184	(4)
Creating Competitive Advantage Keeping the Family Fires Burning	188	(3)
Summary	191	(1)
Questions for Review & Discussion	192	(1)
Questions for Critical Thinking	193	(1)
Experience This	193	(1)
What Would You Do? (No. 1)	194	(1)
What Would You Do? (No. 2)	195	(1)
Chapter Closing Case Preston's Cleaners	196	(4)
Starting a New Business	200	(31)
About Startups	202	(1)
Advantages of Starting from Scratch	202	(1)
Disadvantages of Starting from Scratch	203	(1)
Types of New Businesses	203	(6)
E-Businesses	204	(2)
Home-Based Businesses	206	(1)
Starting a Business on the Side	207	(1)
Fast-Growth Startups	207	(2)
Evaluating Potential Startups	209	(8)
Business Ideas	209	(3)
Where Business Ideas Come From	212	(5)
Getting Started	217	(14)
What Do You Do First?	217	(1)
The Importance of Planning to a Startup	217	(5)
How Will You Compete?	222	(1)
Customer Service	222	(1)
Licenses, Permits, and Regulations	223	(1)
Taxes	223
Creating Competitive Advantage Frustration Solvers	204	(7)
Reality Check Startup Myths and Realities	211	(2)
Reality Check Ideas Aplenty, Ideas Galore	213	(3)
Creating Competitive Advantage Keeping Creativity Alive	216	(1)
Reality Check Business Startup from the Left Side of the Brain	217	(3)
Manager's Notebook Information Technology: Your Silent Partner	220	(4)
Summary	224	(1)
Questions for Review & Discussion	225	(1)
Questions for Critical Thinking	226	(1)
Experience This	226	(1)
What Would You Do? (No. 1)	227	(1)
What Would You Do? (No. 2)	227	(1)
Chapter Closing Case Turning James Prosek into ``James Prosek'' the Brand	228	(3)
PART FOUR Financial and Legal Management	231	(98)
Accounting Records and Financial Statements	232	(36)
How Important Are Financial Records?	236	(1)
Accurate Information for Management	236	(1)
Banking and Tax Requirements	236	(1)
Small Business Accounting Basics	236	(9)
Double- and Single-Entry Systems	237	(1)
Accounting Equations	237	(2)
Cash and Accrual Methods of Accounting	239	(1)
What Accounting Records Do You Need?	239	(6)
Analyzing Financial Statements	245	(7)
Ratio Analysis	246	(1)
Liquidity Ratios	246	(1)
Activity Ratios	247	(1)
Leverage Ratios	248	(1)
Profitability Ratios	249	(1)
The Use of Financial Ratios	250	(2)
Managing Cash Flow	252	(16)
Cash Flow Defined	252	(1)
Cash Flow Specialist	253	(1)
Cash Flow Fundamentals	253	(1)
Cash Flow Management Tools	254	(6)
Strategies for Cash Flow Management	260
Manager's Notebook Computerized Accounting Packages	238	(6)
Manager's Notebook Financial Status Checklist	244	(1)
Reality Check Do You Have a Business or a Hobby?	245	(11)
Reality Check Open-Book Management	256	(2)
@e-biz Getting Paid Online	258	(1)
Manager's Notebook Turn Up the Tap on Your Cash Flow	259	(2)
Summary	261	(1)
Questions for Review & Discussion	262	(1)
Questions for Critical Thinking	263	(1)
Experience This	263	(1)
What Would You Do? (No. 1)	263	(2)
What Would You Do? (No. 2)	265	(1)
Chapter Closing Case The Pita Principle	265	(3)
Small Business Finance	268	(28)
Initial Capital Requirements	270	(4)
Defining Required Assets	270	(2)
The Five Cs of Credit	272	(1)
Additional Considerations	273	(1)
Basic Financial Vocabulary	274	(4)
Forms of Capital	274	(3)
Other Loan Terminology	277	(1)
How Can You Find Capital?	278	(18)
The Loan Application Process	279	(1)
Sources of Debt Financing	279	(6)
Sources of Equity Financing	285	(4)
Choosing a Lender or Investor	289
Reality Check The Evils of Undercapitalization	272	(2)
Reality Check Vintage Financing	274	(5)
@e-biz Finding Financing Online	279	(2)
Manager's Notebook What to Do Before You Talk to Your Banker	281	(4)
Reality Check Plastic Finance---Tempting, But Risky	285	(2)
Creating Competitive Advantage Bootstrapping Your Way to Success	287	(4)
Summary	291	(1)
Questions for Review & Discussion	291	(1)
Questions for Critical Thinking	292	(1)
Experience This	292	(1)
What Would You Do? (No. 1)	292	(1)
What Would You Do? (No. 2)	293	(1)
Answers to Chapter Opener Quiz	293	(1)
Chapter Closing Case A CFO's Persistence Pays Off	294	(2)
The Legal Environment	296	(33)
Small Business and the Law	298	(12)
Laws to Promote Fair Business Competition	299	(2)
Laws to Protect Consumers	301	(1)
Laws to Protect People in the Workplace	301	(8)
Licenses, Restrictions, and Permits	309	(1)
Bankruptcy Laws	310	(2)
Chapter 7 Bankruptcy	310	(1)
Chapter 11 Bankruptcy	311	(1)
Chapter 13 Bankruptcy	311	(1)
Contract Law for Small Business	312	(4)
The Elements of a Contract	312	(2)
Contractual Obligations	314	(2)
Laws to Protect Intellectual Property	316	(13)
Patents	316	(3)
Copyrights	319	(2)
Trademarks	321	(1)
Global Protection	321
Reality Check Sometimes You Can't Win	300	(4)
Reality Check Living with the ADA	304	(1)
Reality Check When Abilities Matter More Than Disabilities	305	(3)
Reality Check When Harassment Comes from Outside	308	(5)
@e-biz Finding Answers to Your Legal Questions Online	313	(2)
Reality Check If Only I'd Thought of That. . .	315	(5)
Manager's Notebook Keeping a Trademark in Shape	320	(2)
Summary	322	(1)
Questions for Review & Discussion	323	(1)
Questions for Critical Thinking	324	(1)
Experience This	324	(1)
What Would You Do? (No. 1)	324	(1)
What Would You Do? (No. 2)	325	(1)
Chapter Closing Case Knocking Off the SuperClip	325	(4)
PART FIVE Marketing the Product or Service	329	(136)
Marketing for Competitive Advantage	330	(32)
Small Business Marketing	332	(1)
The Marketing Concept	332	(1)
World-Class Marketing	333	(1)
Marketing Strategies for Small Business	333	(9)
Setting Marketing Objectives	334	(1)
Developing a Sales Forecast	335	(1)
Identifying Target Markets	336	(3)
Understanding Consumer Behavior	339	(3)
Competitive Advantage	342	(7)
Definition of Competitive Advantage	342	(1)
Five Basic Forces of Competition	343	(1)
Importance of Competitive Advantage	344	(2)
Benefits of Competitive Advantage	346	(1)
How to Create Competitive Advantage	347	(2)
Market Research	349	(13)
The Market Research Process	351	(3)
Limitations of Market Research	354
Reality Check Global Small Business Marketing	334	(1)
Reality Check There Is a Difference	335	(3)
Creating Competitive Advantage Target Markets of One	338	(1)
Creating Competitive Advantage The Fine Art of Selling Junque	339	(2)
@e-biz Online Marketing	341	(4)
Reality Check Point, Click, and Drag a Can of Pork'n Beans	345	(3)
Manager's Notebook Competing on Intangibles	348	(7)
Summary	355	(1)
Questions for Review & Discussion	356	(1)
Questions for Critical Thinking	357	(1)
Experience This	357	(1)
What Would You Do? (No. 1)	358	(1)
What Would You Do? (No. 2)	359	(1)
Chapter Closing Case Computers for the Blind	359	(3)
Small Business Marketing: Product	362	(28)
Using Your Marketing Mix	364	(1)
Product: The Heart of the Marketing Mix	364	(6)
Developing New Products	366	(2)
Packaging	368	(2)
Purchasing for Small Business	370	(3)
Purchasing Guidelines	370	(1)
Purchasing Basics	370	(3)
Selecting Suppliers	373	(3)
Make-or-Buy Decision	373	(1)
Investigating Potential Suppliers	373	(3)
Managing Inventory	376	(2)
How Much Inventory Do You Need?	376	(1)
Costs of Carrying Inventory	377	(1)
Controlling Inventory	378	(12)
Reorder Point and Quantity	378	(1)
Visual Control	379	(1)
Economic Order Quantity (EOQ)	379	(1)
ABC Classification	380	(1)
Electronic Data Interchange (EDI)	381	(1)
Just-in-Time (JIT)	382	(1)
Materials Requirements Planning (MRP)	383
@e-biz Big-Time Products for Small Niches	366	(2)
Reality Check Slotting Fees: Ripping Off Small Businesses?	368	(1)
Reality Check Good Product, But Who Knows?	369	(2)
Creating Competitive Advantage What the Best Companies Do	371	(13)
Reality Check Getting It There Just in Time	384	(1)
Summary	384	(2)
Questions for Review & Discussion	386	(1)
Questions for Critical Thinking	386	(1)
Experience This	386	(1)
What Would You Do? (No. 1)	387	(1)
What Would You Do? (No. 2)	388	(1)
Chapter Closing Case Sheep Farm in the Pyrenees	388	(2)
Small Business Marketing: Place	390	(36)
Small Business Distribution	392	(2)
Locating for the Long Run	394	(1)
State Selection	395	(1)
City Selection	396	(4)
Site Selection	400	(6)
Site Questions	401	(1)
Traffic Flow	402	(3)
Going Global	405	(1)
Location Types	406	(5)
Central Business Districts	406	(2)
Shopping Centers	408	(1)
Stand-Alone Locations	408	(1)
Service Locations	409	(1)
Incubators	409	(2)
Layout and Design	411	(5)
Legal Requirements	411	(1)
Retail	411	(2)
Service	413	(1)
Manufacturing	413	(2)
Home Office	415	(1)
Lease, Buy, or Build?	416	(10)
Leasing	417	(1)
Purchasing	418	(1)
Building	419
Creating Competitive Advantage Talk About a Small Business	402	(1)
Manager's Notebook People Who Need People: Mapping Out Success	403	(2)
Reality Check Coffee, Tea---or How 'bout a Crab Ashtray?	405	(2)
Creating Competitive Advantage Goin' Downtown	407	(2)
Reality Check Site-Seeing Help	409	(1)
@e-biz Incubation on the Internet	410	(9)
Summary	419	(2)
Questions for Review & Discussion	421	(1)
Questions for Critical Thinking	421	(1)
Experience This	422	(1)
What Would You Do? (No. 1)	422	(1)
What Would You Do? (No. 2)	423	(1)
Chapter Closing Case Pasta Perfect's Future Is Problematic	423	(3)
Small Business Marketing: Price and Promotion	426	(39)
The Economics of Pricing	428	(4)
Competition	429	(1)
Demand	430	(1)
Costs	431	(1)
Breakeven Analysis	432	(2)
Price-Setting Techniques	434	(6)
Customer-Oriented Pricing Strategies	435	(2)
Internal-Oriented Pricing Strategies	437	(1)
Creativity in Pricing	437	(3)
Credit Policies	440	(7)
Types of Credit	440	(3)
Controlling Credit Accounts	443	(4)
Promotion	447	(18)
Advertising	447	(6)
Personal Selling	453	(2)
Public Relations (PR)	455	(1)
Sales Promotions	455	(2)
The Promotional Mix	457
Reality Check Don't Give Away the Farm with Special Offers	434	(1)
Manager's Notebook Cost-Cutting Strategies	435	(10)
Reality Check Collecting Overdue Bills	445	(1)
Manager's Notebook Which Advertising Medium Should You Use?	446	(6)
Creating Competitive Advantage Guppy in a Shark Tank: Small Business, Big Trade Shows	452	(2)
Manager's Notebook Road Warriors	454	(2)
@e-biz Wadda Ya Lookin'At?	456	(2)
Summary	458	(1)
Questions for Review & Discussion	458	(1)
Questions for Critical Thinking	459	(1)
Experience This	460	(1)
What Would You Do (No. 1)	461	(1)
What Would You Do? (No. 2)	461	(1)
Chapter Closing Case Reborn to Be Wild	462	(3)
PART SIX Managing Small Business	465	(130)
International Small Business	466	(32)
Preparing to Go International	468	(4)
Growth of Small Business	468	(1)
International Business Plan	469	(3)
Establishing Business in Another Country	472	(2)
Exporting	472	(1)
Importing	472	(1)
International Licensing	472	(1)
International Joint Ventures and Strategic Alliances	473	(1)
Direct Investment	473	(1)
Exporting	474	(7)
Indirect Exporting	475	(1)
Direct Exporting	476	(1)
Identifying Potential Export Markets	477	(4)
Importing	481	(1)
Financial Mechanisms for Going International	482	(4)
International Finance	482	(1)
Managing International Accounts	482	(1)
Countertrade and Barter	483	(1)
Information Assistance	484	(2)
The International Challenge	486	(12)
Understanding Other Cultures	486	(4)
International Trading Regions	490	(2)
ISO 9000	492
Reality Check Just Do It	470	(1)
Creating Competitive Advantage Take the Global Test	470	(7)
Reality Check Bagels-to-Go --- A Long Way	477	(7)
Reality Check Changes Here + There = International Opportunity	484	(1)
@e-biz Online Global Power	485	(2)
Manager's Notebook Goals for Globetrotters	487	(5)
Summary	492	(2)
Questions for Review & Discussion	494	(1)
Questions for Critical Thinking	494	(1)
Experience This	494	(1)
What Would You Do? (No. 1)	494	(1)
What Would You Do? (No. 2)	495	(1)
Chapter Closing Case International Windsurfing School S.N.C.	495	(3)
Professional Small Business Management	498	(32)
Managing Small Business	500	(4)
The Four Functions of Management	500	(1)
What Managers Do	500	(4)
Small Business Growth	504	(6)
Your Growing Firm	504	(2)
Transition to Professional Management	506	(1)
Balance: A Manager's Goal	507	(3)
Leadership in Action	510	(9)
Leadership Attributes	510	(2)
Negotiation	512	(1)
Delegation	513	(1)
Motivating Employees	513	(5)
Can You Motivate?	518	(1)
Total Quality Small Business Management	519	(2)
Special Management Concerns	521	(9)
Time Management	521	(1)
Stress Management	522
@e-biz Any Portal in a Small Business Storm?	503	(5)
Reality Check Gotta Go Pro	508	(1)
Manager's Notebook Employee Theft: What's Walking Out the Back Door?	509	(2)
Manager's Notebook Six Styles of Entrepreneurial Management	511	(1)
Creating Competitive Advantage Act Like the Boss	512	(2)
Reality Check Managing the Roller Coaster	514	(3)
Creating Competitive Advantage Motivating More with Less	517	(7)
Summary	524	(1)
Questions for Review & Discussion	525	(1)
Questions for Critical Thinking	525	(1)
Experience This	526	(1)
What Would You Do? (No. 1)	526	(1)
What Would You Do? (No. 2)	527	(1)
Chapter Closing Case Finding a Growth Plan for ERG	527	(3)
Human Resource Management	530	(38)
Hiring the Right Employees	532	(3)
The Job Analysis Process	532	(1)
Job Description	533	(2)
Job Specifications	535	(1)
Employee Recruitment	535	(3)
Advertising for Employees	535	(1)
Employment Agencies	535	(1)
Internet Job Sites	535	(1)
Executive Recruiters (Head Hunters)	536	(1)
Employee Referrals	536	(1)
Relatives and Friends	536	(1)
Other Sources	536	(2)
Selecting Employees	538	(7)
Applications Forms and Resumes	538	(1)
Interviewing	538	(4)
Testing	542	(2)
Temporary Employees and Employee Leasing	544	(1)
Placing and Training Employees	545	(5)
Employee Training and Development	547	(1)
Ways to Train	548	(2)
Compensating Employees	550	(7)
Determining Wage Rates	550	(1)
Incentive Pay Programs	551	(1)
Benefits	551	(6)
When Problems Arise: Employee Discipline and Termination	557	(11)
Disciplinary Measures	557	(1)
Dismissing Employees	558
Creating Competitive Advantage Hiring Right	537	(5)
Manager's Notebook Don't Even Ask!	542	(7)
@e-biz Online Training	549	(5)
Reality Check The Benefits of Education	554	(4)
Manager's Notebook Employee Handbooks	558	(1)
Manager's Notebook Productive Disciplinary Steps	559	(2)
Manager's Notebook Firing an Employee	561	(1)
Summary	562	(1)
Questions for Review & Discussion	563	(1)
Questions for Critical Thinking	563	(1)
Experience This	564	(1)
What Would You Do? (No. 1)	564	(1)
What Would You Do? (No. 2)	565	(1)
Chapter Closing Case Playing a Great Game at Kacey Fine Furniture	565	(3)
Operations Management	568	(27)
Elements of an Operating System	571	(2)
Inputs	571	(1)
Transformation Processes	571	(1)
Outputs	571	(1)
Control Systems	572	(1)
Feedback	573	(1)
Types of Operations Management	573	(3)
Manufacturing Operations	573	(1)
Operations Management for Service Businesses	574	(2)
What Is Productivity?	576	(1)
Measurement of Productivity	576	(1)
Service Productivity	577	(1)
What About Scheduling Operations?	577	(3)
Scheduling Methods	578	(1)
Routing	578	(1)
Sequencing	579	(1)
Dispatching	579	(1)
Quality-Centered Management	580	(3)
Six Sigma in Small Business	580	(3)
Quality Circles	583	(1)
How Do You Control Operations?	583	(12)
Feedforward Quality Control	583	(1)
Concurrent Quality Control	583	(5)
Feedback Quality Control	588
Reality Check Work Hard, Play Hard	572	(3)
Reality Check Small Business Robotics	575	(5)
Reality Check How Good Is Good Enough?	580	(1)
Manager's Notebook Six Sigma at Work	581	(1)
@e-biz Six Sigma Online	582	(2)
Reality Check ``We're Moving Where. . .?!''	584	(2)
Creating Competitive Advantage Benchmarking Your Way to Competitive Advantage	586	(2)
Summary	588	(2)
Questions for Review & Discussion	590	(1)
Questions for Critical Thinking	590	(1)
Experience This	590	(1)
What Would You Do? (No. 1)	590	(1)
What Would You Do? (No. 2)	591	(1)
Chapter Closing Case Building a Better Bicycle	591	(4)
Appendix Complete Sample Business Plans	595	(42)
Notes	637	(8)
Index	645