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This seventh edition of Management: Meeting and Exceeding Customer Expectations is a comprehensive survey of the principles and practices of management as they are currently being applied in the United States and around the world. The content and features are structured to reinforce two continuing themes that are woven into the chapters' narratives: (1) the never-ending effort by managers and organizations to meet or exceed customers' needs, and (2) the need for organizations and their people to be guided by effective leadership.

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• Part 1 Management
• 1 Management: An Overview(p. 2)
• Introduction(p. 4)
• Management and Managers(p. 5)
• Organizational Need for Managers(p. 5)
• The Manager's Universe(p. 6)
• Levels of Management(p. 13)
• Management Functions(p. 18)
• Management Roles(p. 22)
• Management Skills(p. 25)
• Management Myths and Realities(p. 29)
• Evaluating a Manager's Performance(p. 30)
• 2 Management Thought: Past and Present(p. 36)
• Introduction(p. 38)
• History and Theory of Management(p. 39)
• Classical Management Theory(p. 40)
• Behavioral Management Theory(p. 46)
• Quantitative Management Theory(p. 49)
• Systems Management Theory(p. 51)
• Contingency Management Theory(p. 54)
• Quality Management Theory(p. 55)
• 3 Management's Commitments to Quality and Productivity(p. 66)
• Introduction(p. 67)
• Quality, Productivity, and Profitability(p. 68)
• Improving Quality and Productivity(p. 77)
• Additional Internal and External Influences on Quality and Productivity(p. 90)
• 4 The Manager's Environment(p. 98)
• Introduction(p. 100)
• The Organization as a System(p. 100)
• Internal Environment(p. 102)
• External Environment(p. 109)
• Environments and Management(p. 115)
• Part 2 Planning and Decision Making
• 5 Organizational Planning(p. 124)
• Introduction(p. 126)
• Planning Defined(p. 126)
• Types of Plans(p. 133)
• Basic Planning Process(p. 142)
• Making Plans Effective(p. 146)
• Barriers to Planning(p. 150)
• 6 Strategic Planning and Strategic Management(p. 158)
• Introduction(p. 161)
• Nature of Strategic Planning and Strategic Management(p. 161)
• Strategic Planning Process(p. 167)
• Formulating Corporate-Level Strategy(p. 175)
• Formulating Business-Level Strategy(p. 180)
• Formulating Functional-Level Strategy(p. 183)
• 7 Making Decisions(p. 190)
• Introduction(p. 192)
• What You Need To Know About Decisions(p. 192)
• What Decision Making Is(p. 192)
• Seven-Step Decision-Making Process(p. 196)
• Environmental Influence on Decision Making(p. 203)
• Influence of Managerial Style on Decision Making(p. 209)
• Group Decision Making(p. 211)
• Quantitative Decision-Making Techniques(p. 215)
• Creating an Environment for Effective Decision Making(p. 219)
• Part 3 Organizing
• 8 Organizing Principles(p. 226)
• Introduction(p. 228)
• The Formal Organization(p. 228)
• Organizing Process(p. 229)
• Five-Step Organizing Process(p. 230)
• Major Organizational Concepts(p. 239)
• The Informal Organization(p. 252)
• 9 Organizational Design(p. 264)
• Introduction(p. 266)
• Designing Organizational Structures(p. 266)
• Range of Organizational Design Outcomes(p. 269)
• Contingency Factors Affecting Organizational Design(p. 271)
• Structural Options in Organizational Design(p. 278)
• 10 Organizational Culture and Change(p. 292)
• Introduction(p. 294)
• Organizational Culture(p. 294)
• Manifestations of Culture(p. 298)
• Creation of Culture(p. 302)
• Nature of Change(p. 307)
• How to Manage Change(p. 313)
• Qualities Promoting Change(p. 317)
• Implementation of Change(p. 319)
• Organizational Development(p. 323)
• Part 4 Staffing and Leading
• 11 Staffing(p. 332)
• Introduction(p. 334)
• Responsibility for Staffing(p. 334)
• Staffing Process(p. 335)
• Staffing Environments(p. 336)
• Human Resource Planning(p. 346)
• Recruitment, Selection, and Orientation(p. 351)
• Training and Development(p. 357)
• Performance Appraisal(p. 360)
• Implementation of Employment Decisions(p. 364)
• Compensation(p. 368)
• 12 Communication: Interpersonal and Organizational(p. 376)
• Introduction(p. 378)
• Communication Process(p. 378)
• Mediums of Communication(p. 380)
• Interpersonal Communication(p. 384)
• Organizational Communication(p. 389)
• Improvement of Communication(p. 399)
• 13 Human Motivation(p. 408)
• Introduction(p. 410)
• Challenge of Motivation(p. 410)
• Content Theories: Motivation Theories Focusing on Needs(p. 416)
• Process Theories: Motivation Theories Focusing on Behaviors(p. 427)
• Building a Philosophy of Management(p. 434)
• Managing for Motivation(p. 436)
• 14 Leadership(p. 450)
• Introduction(p. 452)
• Leadership Defined(p. 452)
• Power and Leadership(p. 460)
• Leadership Styles(p. 463)
• Theories of Situational Leadership(p. 469)
• Challenges Facing Leaders(p. 475)
• How Managers Can Become Better Leaders(p. 477)
• 15 Team Management and Conflict(p. 484)
• Introduction(p. 486)
• Nature of Teams(p. 487)
• Philosophical Issues of Team Management(p. 489)
• Establishment of Team Organization(p. 495)
• Management of Team Processes(p. 500)
• Measurements of Team Effectiveness(p. 504)
• Team and Individual Conflict(p. 507)
• Strategies for Managing Conflict(p. 510)
• Part 5 Controlling
• 16 Controlling: Purpose and Process(p. 520)
• Introduction(p. 522)
• Controlling and the Other Management Functions(p. 524)
• Control Process(p. 525)
• Types of Controls and Control Systems(p. 530)
• Characteristics of Effective Controls(p. 535)
• Control Monitoring(p. 538)
• 17 Control Techniques(p. 546)
• Introduction(p. 548)
• Subsystem Controls(p. 548)
• Financial Controls(p. 551)
• Budget Controls(p. 560)
• Marketing Controls(p. 565)
• Human Resource Controls(p. 569)
• Computers and Control(p. 573)
• 18 Operations Management(p. 580)
• Introduction(p. 582)
• Nature of Operations Management(p. 582)
• Operations Planning(p. 584)
• Management of Operations(p. 595)
• Controls for Quality and Productivity(p. 597)
• Part 6 Special Concerns
• 19 Information Management Systems(p. 614)
• Introduction(p. 616)
• Information and the Manager(p. 616)
• Information Management Systems(p. 619)
• Computerized Information Systems(p. 622)
• Managing Information Systems(p. 632)
• 20 International Management(p. 642)
• Introduction(p. 644)
• Why Businesses Become International(p. 646)
• The Multinational Corporation(p. 647)
• Characteristics of Multinationals(p. 648)
• International Environment(p. 649)
• Planning and the International Manager(p. 655)
• Organizing and the International Manager(p. 660)
• Staffing and the International Manager(p. 665)
• Leading and the International Manager(p. 667)
• Controlling and the International Manager(p. 672)
• 21 Succeeding in Your Organization(p. 680)
• Introduction(p. 682)
• Managing to Success(p. 682)
• Career Planning(p. 684)
• Career Management(p. 694)
• Strategies for Career Advancement(p. 697)
• Organizational Dilemmas(p. 709)
• 22 Management Ethics and Social Responsibility(p. 716)
• Introduction(p. 718)
• Managing Ethically(p. 718)
• Nature of Social Responsibility(p. 731)
• Managing for Social Responsibility(p. 738)
• Recommended Readings(p. 747)
• References(p. 757)
• Glossary(p. 779)
• Index(p. 789)