Management

Front Cover......Page 1
Title Page......Page 6
Copyright......Page 7
CONTENTS......Page 10
PREFACE......Page 18
PART ONE: The Management Challenge......Page 28
1 Managers and Entrepreneurs......Page 29
THE CHANGING WORKPLACE: It Was the School of Hard Knocks for the CEO of Switzerland’s Novartis......Page 30
Management Defined......Page 32
ETHICS: CHARACTER, COURAGE, AND VALUES: Take the High Road......Page 39
What Do Managers Do?......Page 40
Learning to Manage......Page 43
BEST PRACTICES: What Mountain Climbing Has Taught Jean Halloran About Good Management......Page 45
Small-Business Management......Page 46
Terms to Understand......Page 50
MANAGER’S TOOLKIT: Career Tips for Today’s and Tomorrow’s Managers......Page 51
ACTION LEARNING EXERCISE: Do You Have the Right Stuff to Be an Entrepreneur?......Page 52
CLOSING CASE: Jennifer Reingold Samples a Day in the Life of a Manager......Page 54
Test Prepper......Page 56
2 The Evolution of Management Thought......Page 57
THE CHANGING WORKPLACE: The Practice and Study of Management......Page 58
The Practice and Study of Management......Page 60
The Universal Process Approach......Page 62
The Operational Approach......Page 63
The Behavioral Approach......Page 68
The Systems Approach......Page 71
The Contingency Approach......Page 75
The Era of Management by Best Seller: Proceed with Caution......Page 76
Summary......Page 79
MANAGER’S TOOLKIT: Recommended Publications for Staying Current in the Field of Management......Page 80
ACTION LEARNING EXERCISE: Open-System Thinking and Recycling......Page 81
CLOSING CASE: History Matters at This Wisconsin Boat Builder......Page 82
Test Prepper......Page 84
3 The Changing Environment of Management: Diversity, Global Economy, and Technology......Page 85
THE CHANGING WORKPLACE: You Raised Them, Now Manage Them......Page 86
The Social Environment......Page 88
VALUING DIVERSITY: Leaders of the Pack......Page 93
The Political-Legal Environment......Page 95
The Economic Environment......Page 99
The Technological Environment......Page 103
Summary......Page 106
MANAGER’S TOOLKIT: Pat McGovern’s Tips for Business Travelers......Page 107
ACTION LEARNING EXERCISE: Crystal Ball Gazing......Page 108
CLOSING CASE: Xerox’s Inventor-in-Chief: Sophie Vandebroek......Page 110
Test Prepper......Page 112
4 International Management and Cross-Cultural Competence......Page 113
THE CHANGING WORKPLACE: A Global Small-Business Manager Works at the Beach in the Dominican Republic......Page 114
Global Organizations for a Global Economy......Page 116
Toward Greater Global Awareness and Cross-Cultural Effectiveness......Page 119
WINDOW ON THE WORLD: Context Matters When It Comes to Muslim Names......Page 125
Comparative Management Insights......Page 129
Staffing Foreign Positions......Page 132
Summary......Page 136
Terms to Understand......Page 137
ACTION LEARNING EXERCISE: Look into the Cultural Mirror......Page 138
CLOSING CASE: Tell the Kids We’re Moving to Kenya......Page 140
Test Prepper......Page 142
5 Management’s Social and Ethical Responsibilities......Page 143
THE CHANGING WORKPLACE: A Texas Outfit in Sudan......Page 144
Social Responsibility: Definition and Social Responsibility: Definition and Perspectives......Page 145
Toward Greater Social Responsibility......Page 150
The Ethical Dimension of Management......Page 153
Encouraging Ethical Conduct......Page 159
Summary......Page 162
MANAGER’S TOOLKIT: An International Code of Ethics......Page 163
ACTION LEARNING EXERCISE: The Rokeach Value Survey......Page 164
CLOSING CASE: The Housewife Who Got Up Off the Couch......Page 166
Test Prepper......Page 167
MANAGERS-IN-ACTION VIDEOS......Page 168
PART TWO: Planning and Decision Making......Page 170
6 The Basics of Planning and Project Management......Page 171
THE CHANGING WORKPLACE: Nintendo: “Wii Will Rock You”......Page 172
Coping with Uncertainty......Page 174
The Essentials of Planning......Page 178
ETHICS: CHARACTER, COURAGE, AND VALUES: Wells Fargo Helps Its Business Customers Control Fraud and Identity Theft......Page 183
Management by Objectives and Project Planning......Page 184
Graphical Planning/Scheduling/Control Tools......Page 190
Break-Even Analysis......Page 194
Summary......Page 197
MANAGER’S TOOLKIT: Ten Common Errors to Avoid When Writing a Plan: Ten Common Errors to Avoid When Writing a Plan for a New Business......Page 198
ACTION LEARNING EXERCISE: How to Write Good Objectives and Plans (Plan = What + When + How)......Page 199
CLOSING CASE: Ford’s Hybrid SUV Team Races to the Finish......Page 200
Test Prepper......Page 202
7 Strategic Management: Planning for Long-Term Success......Page 203
THE CHANGING WORKPLACE: The Cheese Queen’s Bid for a Bigger Slice......Page 204
Thinking Strategically (Including E-Business Strategies)......Page 208
ETHICS: CHARACTER, COURAGE, AND VALUES: The End of Garbage?......Page 211
The Strategic Management Process......Page 216
Strategic Implementation and Control......Page 219
Forecasting......Page 220
BEST PRACTICES: Google’s “Fail Fast” Strategy......Page 221
Summary......Page 225
MANAGER’S TOOLKIT: Reengineering......Page 226
ACTION LEARNING EXERCISE: Thinking Strategically: A SWOT Analysis......Page 227
CLOSING CASE: Sally Jewel’s Market-Driven Strategy at REI......Page 229
Test Prepper......Page 230
8 Decision Making and Creative Problem Solving......Page 231
THE CHANGING WORKPLACE: The Human Game Boy......Page 232
Challenges for Decision Makers......Page 234
VALUING DIVERSITY: Are You a Biased Decision Maker?......Page 236
Making Decisions......Page 242
Group-Aided Decision Making: A Contingency Perspective......Page 246
Managerial Creativity......Page 249
Creative Problem Solving......Page 251
ETHICS: CHARACTER, COURAGE, AND VALUES Stephen Siegel Does Well By Doing Good......Page 252
Summary......Page 255
MANAGER’S TOOLKIT: How to Construct a Fishbone Diagram......Page 256
ACTION LEARNING EXERCISE: How Creative Are You?......Page 257
CLOSING CASE: The Phantasmagoria Factory......Page 258
Test Prepper......Page 260
MANAGERS-IN-ACTION VIDEOS......Page 261
PART THREE: Organizing, Managing Human Resources, and Communicating......Page 262
9 Organizations: Effectiveness, Design, and Cultures......Page 263
THE CHANGING WORKPLACE: Eileen Fisher Inc. Is Driven by Founder’s Passion and Obsession......Page 264
Organizational Structure and Effectiveness......Page 266
ETHICS: CHARACTER, COURAGE, AND VALUES: Should We Admire Wal-Mart?......Page 271
Contingency Design......Page 272
Effective Delegation......Page 279
The Changing Shape of Organizations......Page 281
VALUING DIVERSITY: Don’t Take Your Superstars for Granted......Page 282
Organizational Cultures......Page 285
Summary......Page 288
MANAGER’S TOOLKIT: If You Want to Be Delegated Important Duties, Then Demonstrate a Lot of Initiative......Page 289
ACTION LEARNING EXERCISE: An Organizational X Ray: Capturing the “Feel” of an Organization’s Culture......Page 290
CLOSING CASE: Toyota: “America’s Best Car Company”......Page 292
Test Prepper......Page 294
10 Human Resource Management......Page 295
THE CHANGING WORKPLACE......Page 296
Human Resource Strategy: A People-Centered Approach......Page 299
Recruitment and Selection......Page 300
VALUING DIVERSITY: Dealing with Religion in the U.S. Workplace......Page 305
Performance Appraisal: Emphasis on People Makes Holder No. 1......Page 309
Training......Page 312
Contemporary Human Resource Challenges and Problems......Page 315
ETHICS: CHARACTER, COURAGE, AND VALUES: Call a Cab!......Page 317
Summary......Page 318
MANAGER’S TOOLKIT: How to Handle the Job Interview Successfully......Page 319
ACTION LEARNING EXERCISE: Writing Behavioral Interview Questions......Page 320
CLOSING CASE: How UPS Delivers Objective Performance Appraisals......Page 321
Test Prepper......Page 322
11 Communicating in the Internet Age......Page 323
THE CHANGING WORKPLACE: Bruce Moeller’s Mostly Digital Communication......Page 324
The Communication Process......Page 327
VALUING DIVERSITY: The Diversity Advantage in a Global Economy......Page 329
Dynamics of Organizational Communication......Page 331
ETHICS: CHARACTER, COURAGE, AND VALUES: What Are the Practical and Ethical Boundaries of “Business Casual”?......Page 336
Communication Problems and Promises in the Internet Age......Page 341
Becoming a Better Communicator......Page 347
Terms to Understand......Page 350
ACTION LEARNING EXERCISE: Oh, No! What Have I Done?......Page 351
CLOSING CASE: Found in Translation: How to Make the Multicultural Workforce Work......Page 353
Test Prepper......Page 355
MANAGERS-IN-ACTION VIDEOS......Page 356
PART FOUR: Motivating and Leading......Page 358
12 Motivating Job Performance......Page 359
THE CHANGING WORKPLACE: Best Buy Smashes the Time Clock......Page 360
Motivation Theories......Page 362
Motivation Through Job Design......Page 369
Motivation Through Rewards......Page 373
BEST PRACTICES: Pat McGovern Motivates Through Respect......Page 375
Motivation Through Employee Participation......Page 379
Motivation Through Quality-of-Work-Life Programs......Page 382
ETHICS: CHARACTER, COURAGE, AND VALUES Get Healthy, or Else . . .......Page 386
Terms to Understand......Page 387
ACTION LEARNING EXERCISE: Quality-of-Work-Life Survey......Page 388
CLOSING CASE: The Small Company with a Big-Time Motivation Program......Page 391
Test Prepper......Page 392
13 Group Dynamics and Teamwork......Page 393
THE CHANGING WORKPLACE: My Boss Wants to Be My Online Friend......Page 394
Fundamental Group Dynamics......Page 395
Group Development......Page 400
Organizational Politics......Page 403
ETHICS: CHARACTER, COURAGE, AND VALUES: How Do You Feel About “Hard Ball” Organizational Politics?......Page 405
Conformity and Groupthink......Page 407
Teams, Teamwork, and Trust......Page 410
BEST PRACTICES: Cross-Functional Teamwork Fosters Creativity at Microsoft......Page 411
Summary......Page 415
MANAGER’S TOOLKIT: How to Use Cooperative Conflict to Avoid Groupthink......Page 416
ACTION LEARNING EXERCISE: Management Teamwork Survey......Page 417
CLOSING CASE: Thirteen Time Zones Can’t Keep Lucent’s Virtual Team from Succeeding......Page 418
Test Prepper......Page 420
14 Influence, Power, and Leadership......Page 421
THE CHANGING WORKPLACE: “No Holds Barred:” An Interview with American Express: “No Holds Barred:” An Interview with American Express CEO Ken Chenault......Page 422
Influence Tactics in the Workplace......Page 424
Power......Page 426
Leadership......Page 429
ETHICS: CHARACTER, COURAGE, AND VALUES: Is Courage an Important Leader Trait?......Page 433
VALUING DIVERSITY: A Native American’s Vision for a Better Future......Page 439
Mentoring......Page 441
Behavior Modification......Page 443
BEST PRACTICES: Grant Makers: $50 Isn’t Much—Unless It Comes from a Coworker......Page 446
Terms to Understand......Page 447
MANAGER’S TOOLKIT: Putting the Empowerment Puzzle Together......Page 448
ACTION LEARNING EXERCISE: What Is Your Emotional Intelligence (EQ)?......Page 449
CLOSING CASE: Leadership Development GE-Style......Page 450
Test Prepper......Page 452
15 Change, Conflict, and Negotiation......Page 453
THE CHANGING WORKPLACE: Bell Canada: Energizing a Sluggish Culture......Page 454
Change: Organizational and Individual Perspectives......Page 455
WINDOW ON THE WORLD: Globe-Trotting Employees Face Accelerating Change......Page 458
Overcoming Resistance to Change......Page 460
Making Change Happen......Page 464
VALUING DIVERSITY: Tempered Radicals as Everyday Leaders......Page 468
Managing Conflict......Page 469
ETHICS: CHARACTER, COURAGE, AND VALUES: The Issue of Weapons-Free Workplaces......Page 473
Negotiating......Page 474
Terms to Understand......Page 477
ACTION LEARNING EXERCISE: Putting Conflict on Ice......Page 478
CLOSING CASE: Under the Knife......Page 480
Test Prepper......Page 482
MANAGERS-IN-ACTION VIDEOS......Page 483
PART FIVE: Organizational Control Processes......Page 484
16 Organizational Control and Quality Improvement......Page 485
THE CHANGING WORKPLACE: “You Got Served” (T-Mobile’s Sue Nokes)......Page 486
Fundamentals of Organizational Control......Page 488
WINDOW ON THE WORLD: Benchmarking Helped Germany’s Porsche Pull into the Fast Lane......Page 492
Crisis Management......Page 495
The Quality Challenge......Page 498
ETHICS: CHARACTER, COURAGE, AND VALUES: Medical Device Maker Medtronic Gets Some Bad News......Page 499
An Introduction to Total Quality Management (TQM)......Page 502
Deming Management......Page 508
Summary......Page 510
ACTION LEARNING EXERCISE: Measuring Service Quality......Page 511
CLOSING CASE: Continuous Improvement at Toyota......Page 513
Test Prepper......Page 516
MANAGERS-IN-ACTION VIDEOS......Page 517
TEST PREPPER ANSWERS......Page 518
REFERENCES......Page 520
PHOTO CREDITS......Page 572
NAME INDEX......Page 574
ORGANIZATION INDEX......Page 585
SUBJECT INDEX......Page 586