Management

Cover......Page 1
Title Page......Page 4
Copyright Page......Page 5
Dedication......Page 6
About the Authors......Page 8
Brief Contents......Page 10
Contents......Page 12
Preface......Page 30
Acknowledgments......Page 38
   It’s Your Career: The ABC’s of Managing Your Time......Page 39
   Who Is a Manager?......Page 41
   Where Do Managers Work?......Page 42
  Why Are Managers Important?......Page 44
  What Do Managers Do?......Page 45
   Management Functions......Page 46
   Let’s Get REAL......Page 47
   Management Skills......Page 48
   Let’s Get REAL......Page 50
   Focus on Social Media......Page 52
   Leader Making a Difference: Ursula Burns......Page 53
   The Universality of Management......Page 54
   Rewards and Challenges of Being a Manager......Page 55
   Gaining Insights into Life at Work......Page 56
   Future Vision: Is It Still Managing When What You’re Managing Are Robots?......Page 43
   Workplace Confidential: Dealing with Organizational Politics......Page 57
   Chapter Summary by Learning Objectives......Page 58
   Review and Discussion Questions......Page 59
   Skill Exercise: Developing Your Political Skill......Page 60
  Case Application 1: The Power of Social Media......Page 61
  Case Application 2: Who Needs a Boss?......Page 62
   Early Management......Page 67
    Scientific Management......Page 69
    General Administrative Theory......Page 70
   Behavioral Approach......Page 72
   Quantitative Approach......Page 74
   Contemporary Approaches......Page 76
   It’s Your Career: Problem Solving—Not A Problem......Page 81
  The Decision-Making Process......Page 82
   Step 1: Identify a Problem......Page 83
   Step 2: Identify Decision Criteria......Page 84
   Step 5: Analyze Alternatives......Page 85
   Step 8: Evaluate Decision Effectiveness......Page 86
   FYI......Page 87
   Intuition......Page 88
   Evidence-Based Management......Page 89
   Let’s Get REAL......Page 90
   Decision-Making Conditions......Page 92
   Leader Making a Difference: Elon Musk......Page 95
   Overview of Managerial Decision Making......Page 97
   Guidelines for Effective Decision Making......Page 99
   Design Thinking and Decision Making......Page 100
   Big Data and Decision Making......Page 101
   Future Vision: Crowdsourcing Decisions......Page 93
   Workplace Confidential: Making Good Decisions......Page 98
   Chapter Summary by Learning Objectives......Page 102
   Review and Discussion Questions......Page 103
   Skills Exercise: Developing Your Creativity Skill......Page 104
   My Turn to Be a Manager......Page 105
  Case Application 2: Manchester City: Football Big Data Champions......Page 106
   Continuing Case: Starbucks—Introduction......Page 111
   It’s Your Career: Developing Your Global Perspective—Working with People from Other Cultures......Page 115
  Who Owns What?......Page 117
   FYI......Page 118
   Regional Trading Alliances......Page 119
   Global Trade Mechanisms......Page 123
   Different Types of International Organizations......Page 125
   How Organizations Go International......Page 126
  Managing in a Global Environment......Page 127
   The Economic Environment......Page 128
   The Cultural Environment......Page 130
   Global Management in Today’s World......Page 133
   Let’s Get REAL......Page 134
   Leader Making a Difference: Lucy Peng......Page 124
   Future Vision: Communicating in a Connected World......Page 129
   Chapter Summary by Learning Objectives......Page 135
   Ethics Dilemma......Page 137
   My Turn to Be a Manager......Page 138
  Case Application 1: Dirty Little Secret......Page 139
  Case Application 2: The Power of Presence......Page 140
   Answers to “Who Owns What” Quiz......Page 141
   It’s Your Career: Find a Great Sponsor/Mentor—Be a Great Protégé......Page 145
   What Is Workplace Diversity?......Page 147
   Why Is Managing Workforce Diversity So Important?......Page 148
   Characteristics of the U.S. Population......Page 151
   Global Population Trends and the Changing Global Workforce......Page 153
   Age......Page 154
   Gender......Page 156
   Race and Ethnicity......Page 158
   Disability/Abilities......Page 159
   Religion......Page 161
   Other Types of Diversity......Page 162
   Future Vision: Diversity of Thought......Page 163
   Leader Making a Difference: Dr. Rohini Anand......Page 164
   Top Management Commitment to Diversity......Page 166
   Mentoring......Page 167
   Employee Resource Groups......Page 168
   FYI......Page 149
   Let’s Get REAL......Page 150
   Workplace Confidential: Dealing with Diversity......Page 152
   Chapter Summary by Learning Objectives......Page 169
   Review and Discussion Questions......Page 170
   Skills Exercise: Developing Your Valuing Diversity Skill......Page 171
   My Turn to Be a Manager......Page 172
  Case Application 1: An Ethical Hotel where Disabled People Can Find Their Way......Page 173
  Case Application 2: Women in Management at Deutsche Telekom......Page 174
   It’s Your Career: How to Be Ethical When No One Else Seems to Be......Page 179
   From Obligations to Responsiveness to Responsibility......Page 181
   Should Organizations Be Socially Involved?......Page 182
   FYI......Page 184
   Leader Making a Difference: Yvon Chouinard......Page 185
   Factors That Determine Ethical and Unethical Behavior......Page 187
   Ethics in an International Context......Page 190
   Let’s Get REAL......Page 192
   Employee Selection......Page 193
   Future Vision: Building an Ethical Culture That Lasts......Page 194
   Job Goals and Performance Appraisal......Page 196
   Independent Social Audits......Page 197
   Managing Ethical Lapses and Social Irresponsibility......Page 198
   Businesses Promoting Positive Social Change......Page 200
   Let’s Get REAL......Page 186
   Workplace Confidential: Balancing Work and Personal Life......Page 202
   Chapter Summary by Learning Objective......Page 203
   Review and Discussion Questions......Page 204
   Skills Exercise: Developing Your Building Trust Skill......Page 205
  Case Application 1: A Novel Wellness Culture......Page 206
  Case Application 2: Defeating the System: Ethics at Volkswagen......Page 207
   It’s Your Career: Learning to Manage Your Stress......Page 213
  The Case for Change......Page 215
   FYI......Page 216
  The Change Process......Page 217
   Calm Waters Versus White-Water Rapids Metaphors......Page 218
   Reactive Versus Proactive Change Processes......Page 219
  Areas of Change......Page 220
   Technology......Page 221
   People......Page 222
   Why Do People Resist Change?......Page 223
   Let’s Get REAL......Page 224
   Leading Change......Page 226
   Creating a Culture for Change......Page 227
   Leader Making a Difference: Satya Nadella......Page 228
   Stimulating and Nurturing Innovation......Page 233
   Innovation and Design Thinking......Page 237
   Definition......Page 238
   Who’s Vulnerable?......Page 239
   Implications......Page 240
   Workplace Confidential: Coping with Job Stress......Page 232
   Future Vision: The Internet of Things......Page 234
   Chapter Summary by Learning Objectives......Page 242
   Review and Discussion Questions......Page 243
   Skills Exercise: Developing Your Change Management Skill......Page 244
   My Turn to Be a Manager......Page 245
  Case Application 1: A. S. Watson Group......Page 246
  Case Application 2: The iPhone: A Technology Disruptor......Page 247
   It’s Your Career: Reading an Organization’s Culture: Find One Where You’ll Be Happy......Page 253
   The Symbolic View......Page 255
  The External Environment: Constraints and Challenges......Page 256
   The Demographic Environment......Page 257
   Let’s Get REAL......Page 259
   FYI......Page 262
   Strong Cultures......Page 265
   Where Culture Comes From and How It Continues......Page 266
   How Employees Learn Culture......Page 267
   How Culture Affects Managers......Page 269
   Creating a Customer-Responsive Culture......Page 272
   Creating a Sustainability Culture......Page 273
   Future Vision: Tomorrow’s Workplace: Sustainability and You......Page 258
   Leader Making a Difference: Indra Nooyi......Page 261
   Workplace Confidential: Adjusting to a New Job or Work Team......Page 270
   Chapter Summary by Learning Objectives......Page 274
   Ethics Dilemma......Page 275
   My Turn to Be a Manager......Page 276
  Case Application 1: Tesco: Time to Refocus......Page 277
  Case Application 2: The Sky is the Limit......Page 278
   Continuing Case: Starbucks—Basics of Managing in Today’s Workplace......Page 283
   It’s Your Career: You Gotta Have Goals......Page 289
   Planning and Performance......Page 291
   FYI......Page 292
   Let’s Get REAL......Page 293
   Leader Making a Difference: Jeff Bezos......Page 295
   Developing Plans......Page 299
   Approaches to Planning......Page 300
   How Can Managers Plan Effectively in Dynamic Environments?......Page 301
   How Can Managers Use Environmental Scanning?......Page 302
   Digital Tools......Page 303
   Workplace Confidential: When You Face a Lack of Clear Directions......Page 296
   Future Vision: Using Social Media for Environmental Scanning......Page 304
   Chapter Summary by Learning Objectives......Page 305
   Review and Discussion Questions......Page 306
   Skills Exercise: Making a To-Do List that Works and Using It......Page 307
   My Turn to Be a Manager......Page 308
  Case Application 1: Hermès: Delivering Change......Page 309
  Case Application 2: Shifting Direction......Page 310
   It’s Your Career: Learning Your Strengths and Weaknesses: Accentuate the Positive......Page 313
   Why Is Strategic Management Important?......Page 315
   Step 1: Identifying the Organization’s Current Mission, Goals, and Strategies......Page 317
   FYI......Page 318
  Corporate Strategies......Page 320
   Leader Making a Difference: Mary Barra......Page 322
   How Are Corporate Strategies Managed?......Page 323
   The Role of Competitive Advantage......Page 324
   Choosing a Competitive Strategy......Page 327
   The Need for Strategic Leadership......Page 328
   The Need for Strategic Flexibility......Page 330
   Important Organizational Strategies for Today’s Environment......Page 331
   Let’s Get REAL......Page 319
   Workplace Confidential: Developing a Career Strategy......Page 321
   Future Vision: Big Data as a Strategic Weapon......Page 325
   Chapter Summary by Learning Objectives......Page 333
   Review and Discussion Questions......Page 334
   Skills Exercise: Developing Your Business Planning Skill......Page 335
  Case Application 1: Fast Fashion......Page 337
  Case Application 2: A Simple Strategy at Costco......Page 338
   It’s Your Career: Being Entrepreneurial Even If You Don’t Want to Be an Entrepreneur......Page 343
   What Is Entrepreneurship?......Page 344
   Why Is Entrepreneurship Important?......Page 345
   What Do Entrepreneurs Do?......Page 346
   FYI......Page 347
   Future Vision: The Growth of Social Businesses......Page 349
   Identifying Environmental Opportunities and Competitive Advantage......Page 350
   Researching the Venture’s Feasibility—Ideas......Page 352
   Researching the Venture’s Feasibility—Financing......Page 355
   Developing a Business Plan......Page 356
   The Sharing Economy......Page 357
   Legal Forms of Organization......Page 358
   Organizational Design and Structure......Page 360
   Human Resource Management......Page 361
   Initiating Change......Page 362
   Personality Characteristics of Entrepreneurs......Page 363
   Motivating Employees Through Empowerment......Page 364
   Leader Making a Difference: Mark Zuckerberg......Page 365
   Managing Growth......Page 366
   Managing Downturns......Page 368
   Exiting the Venture......Page 369
  Boxed Features......Page 21
   Workplace Confidential: Dealing with Risks......Page 348
   Let’s Get REAL......Page 353
   Chapter Summary by Learning Objectives......Page 370
   Review and Discussion Questions......Page 371
   Skills Exercise: Developing Grit......Page 372
   My Turn to Be a Manager......Page 373
  Case Application 1: The Fear of Failure......Page 374
  Case Application 2: The Right Recipe for Entrepreneurs: Fifteen......Page 375
   Continuing Case: Starbucks—Planning......Page 379
   It’s Your Career: Staying Connected......Page 383
  Six Elements of Organizational Design......Page 384
   Work Specialization......Page 385
   Departmentalization......Page 386
   Chain of Command......Page 388
   FYI......Page 391
   Centralization and Decentralization......Page 392
  Mechanistic and Organic Structures......Page 393
   Leader Making a Difference: Zhang Ruimin......Page 394
   Environmental Uncertainty and Structure......Page 395
   Divisional Structure......Page 396
   Team Structures......Page 397
   Matrix and Project Structures......Page 398
   The Boundaryless Organization......Page 399
   Telecommuting......Page 401
   The Contingent Workforce......Page 403
  Boxed Features......Page 22
   Let’s Get REAL......Page 389
   Workplace Confidential: Coping with Multiple Bosses......Page 390
   Future Vision: Flexible Organizations......Page 400
   Chapter Summary by Learning Objectives......Page 405
   Review and Discussion Questions......Page 406
   Skills Exercise: Developing Your Acquiring Power Skill......Page 407
   My Turn to Be a Manager......Page 408
  Case Application 1: A New Kind of Structure......Page 409
  Case Application 2: Organizational Volunteers......Page 410
   It’s Your Career: Developing Your Coaching Skills......Page 415
   Stages of Group Development......Page 417
   Group Structure......Page 419
   FYI......Page 423
   Future Vision: Conflict 2.0......Page 426
   The Difference Between Groups and Teams......Page 427
   Types of Work Teams......Page 428
   Creating Effective Work Teams......Page 429
   Managing Global Teams......Page 433
   Leader Making a Difference: Dr. Dara Richardson-Heron......Page 434
   Understanding Social Networks......Page 435
   Workplace Confidential: Handling Difficult Coworkers......Page 432
   Chapter Summary by Learning Objectives......Page 436
   Review and Discussion Questions......Page 437
   Skills Exercise: Developing Your Coaching Skills......Page 438
  Case Application 1: Who Needs a Manager?......Page 439
  Case Application 2: 737 Teaming Up for Takeoff......Page 440
   It’s Your Career: Negotiating Your Salary......Page 445
  Why Human Resource Management Is Important and the Human Resource Management Process......Page 447
   Labor Unions......Page 449
   Laws and Rulings......Page 450
   Leader Making a Difference: Laszlo Bock......Page 452
  Identifying and Selecting Competent Employees......Page 453
   Human Resource Planning......Page 454
   Recruitment and Decruitment......Page 455
   FYI......Page 457
   Let’s Get REAL......Page 460
   Employee Training......Page 461
   Employee Performance Management......Page 463
   Compensation and Benefits......Page 464
   Managing Downsizing......Page 467
   Controlling HR Costs......Page 468
  Boxed Features......Page 23
   Workplace Confidential: Job Search......Page 456
   Future Vision: Gamification of HR......Page 469
   Chapter Summary by Learning Objectives......Page 470
   Personal Inventory Assessments: Work Performance Assessment......Page 472
   Skills Exercise: Developing Your Interviewing Skills......Page 473
   My Turn to Be a Manager......Page 474
  Case Application 1: Maersk and HR Management Challenges in China......Page 475
  Case Application 2: Measuring Output, Not Hours Worked......Page 476
   Continuing Case: Starbucks—Organizing......Page 483
   It’s Your Career: I’m Listening!......Page 487
  The Nature and Function of Communication......Page 488
   Functions of Communication......Page 489
   Methods......Page 490
   Leader Making a Difference: Angela Ahrendts......Page 493
   FYI......Page 495
   Direction of Flow......Page 498
   Networks......Page 499
   Workplace Design and Communication......Page 501
  Communication in the Internet and Social Media Age......Page 502
   Social Media......Page 503
   Future Vision: No Longer Lost in Translation......Page 504
   Managing Communication in a Digitally Connected World......Page 505
   The Role of Communication in Customer Service......Page 506
   Getting Employee Input......Page 507
   Communicating Ethically......Page 508
   Sharpening Your Writing Skills......Page 509
   Chapter Summary by Learning Objectives......Page 510
   Let’s Get REAL......Page 496
   Workplace Confidential: An Uncommunicative Boss......Page 497
   Ethics Dilemma......Page 512
   My Turn to Be a Manager......Page 513
  Case Application 1: Is Anytime Feedback Too Much?......Page 514
  Case Application 2: Neutralizing the Concordia Effect!......Page 515
   It’s Your Career: Self Awareness: You Need to Know Yourself Before You Can Know Others......Page 519
   Focus of Organizational Behavior......Page 521
  Attitudes and Job Performance......Page 522
   FYI......Page 523
   Employee Engagement......Page 525
   Cognitive Dissonance Theory......Page 526
   Attitude Surveys......Page 527
   Leader Making a Difference: Carolyn McCall......Page 528
   MBTI®......Page 529
   Additional Personality Insights......Page 531
   Personality Types in Different Cultures......Page 533
   Emotions and Emotional Intelligence......Page 534
   Implications for Managers......Page 537
   Factors That Influence Perception......Page 538
   Attribution Theory......Page 539
   Shortcuts Used in Judging Others......Page 540
   Operant Conditioning......Page 541
   Shaping: A Managerial Tool......Page 542
   Chapter Summary by Learning Objectives......Page 543
   Let’s Get REAL......Page 530
   Workplace Confidential: An Abusive Boss......Page 535
   Future Vision: Increased Reliance on Emotional Intelligence......Page 536
   Ethics Dilemma......Page 545
   My Turn to Be a Manager......Page 546
  Case Application 1: A Great Place to Work......Page 547
  Case Application 2: Employees First......Page 548
   It’s Your Career: Being a More Charismatic Leader......Page 555
  Who Are Leaders and What Is Leadership?......Page 556
   FYI......Page 557
   The Fiedler Model......Page 560
   Hersey and Blanchard’s Situational Leadership Theory......Page 562
   Path-Goal Model......Page 563
   Transformational-Transactional Leadership......Page 565
   Leader Making a Difference: Dr. Delos “Toby” Cosgrove......Page 566
   Authentic Leadership......Page 567
   Team Leadership......Page 568
   Managing Power......Page 570
   Developing Trust......Page 572
   Empowering Employees......Page 573
   Leading Across Cultures......Page 574
   Future Vision: Flexible Leadership......Page 575
   Let’s Get REAL......Page 569
   Workplace Confidential: A Micromanaging Boss......Page 571
   Chapter Summary by Learning Objectives......Page 577
   Review and Discussion Questions......Page 578
   Skills Exercise: Developing Your Choosing an Effective Leadership Style Skill......Page 579
   My Turn to Be a Manager......Page 580
  Case Application 1: Indra Nooyi: An Inspiring Leader......Page 581
  Case Application 2: Leadership Development at L’Oréal......Page 582
   It’s Your Career: What Motivates You?......Page 589
  What Is Motivation?......Page 590
   Maslow’s Hierarchy of Needs Theory......Page 591
   McGregor’s Theory X and Theory Y......Page 592
   FYI......Page 593
   Three-Needs Theory......Page 594
   Goal-Setting Theory......Page 595
   Designing Motivating Jobs......Page 597
   Equity Theory......Page 600
   Expectancy Theory......Page 603
   Integrating Contemporary Theories of Motivation......Page 604
   Managing Cross-Cultural Motivational Challenges......Page 606
   Motivating Unique Groups of Workers......Page 607
   Designing Appropriate Rewards Programs......Page 610
   Leader Making a Difference: Susan Wojcicki......Page 596
   Workplace Confidential: Feelings of Unfair Pay......Page 602
   Let’s Get REAL......Page 605
   Future Vision: Individualized Rewards......Page 608
   Chapter Summary by Learning Objectives......Page 613
   Review and Discussion Questions......Page 614
   Skills Exercise: Developing Your Motivating Employees Skill......Page 615
   My Turn to Be a Manager......Page 616
  Case Application 1: Hong Kong Disneyland: HR Programs to Motivate Employees......Page 617
  Case Application 2: Balancing Success and Happiness......Page 618
   A Manager’s Dilemma......Page 625
   Global Sense......Page 626
   Continuing Case: Starbucks—Leading......Page 627
   It’s Your Career: How to Be a Pro at Giving Feedback......Page 631
  What Is Controlling and Why Is It Important?......Page 633
  The Control Process......Page 634
   Step 1: Measuring Actual Performance......Page 635
   Step 2: Comparing Actual Performance Against the Standard......Page 636
   Managerial Decisions in Controlling......Page 637
   What Is Organizational Performance?......Page 638
   Measures of Organizational Performance......Page 639
   FYI......Page 640
   Feedforward/Concurrent/Feedback Controls......Page 643
   Financial Controls......Page 644
   Information Controls......Page 646
   Benchmarking of Best Practices......Page 647
   Leader Making a Difference: Bob Iger......Page 648
   Adjusting Controls for Cross-Cultural Differences and Global Turmoil......Page 649
   Workplace Privacy......Page 650
   Future Vision: Real-time Feedback......Page 651
   Workplace Violence......Page 652
   Controlling Customer Interactions......Page 653
   Corporate Governance......Page 655
   Let’s Get REAL......Page 641
   Workplace Confidential: Responding to an Unfair Performance Review......Page 642
   Chapter Summary by Learning Objectives......Page 656
   Review and Discussion Questions......Page 657
   Skills Exercise: Managing Challenging Employees......Page 658
  Case Application 1: The Challenge of “Healthy” Fast-Food......Page 659
  Case Application 2: Bring Your Own Device......Page 660
    Environmental Scanning......Page 665
    Forecasting......Page 667
    Benchmarking......Page 669
    Budgeting......Page 670
    Scheduling......Page 672
    Linear Programming......Page 675
    Project Management......Page 677
    Scenario Planning......Page 679
  Managing Operations Module......Page 683
    Services and Manufacturing......Page 684
    Managing Productivity......Page 685
   What Is Value Chain Management and Why Is It Important?......Page 686
    Goal of Value Chain Management......Page 687
    Value Chain Strategy......Page 688
    Obstacles to Value Chain Management......Page 691
   Current Issues in Managing Operations......Page 692
    Quality Initiatives......Page 693
    Quality Goals......Page 695
    Mass Customization and Lean Organization......Page 696
   Global Sense......Page 699
   Continuing Case: Starbucks—Controlling......Page 700
Glossary......Page 704
Name Index......Page 716
Organization Index......Page 736
Subject Index......Page 742
Back Cover......Page 754