Synopses & Reviews
MANAGEMENT: MEETING AND EXCEEDING CUSTOMER EXPECTATIONS, Ninth Edition is a comprehensive survey of the principles and practices of management as they are being applied 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 customer needs, and 2) the need of organizations and their people to be guided by effective leadership.
Synopsis
Never HIGHLIGHT a Book Again! Virtually all testable terms, concepts, persons, places, and events are included. Cram101 Textbook Outlines gives all of the outlines, highlights, notes for your textbook with optional online practice tests. Only Cram101 Outlines are Textbook Specific. Cram101 is NOT the Textbook.
About the Author
Warren Plunkett is a retired professor of management and Chairman of the Business Department at Wright College, City Colleges of Chicago. He holds a B.B.A. from Notre Dame University and an M.B.A. from Roosevelt University. Since graduating from Notre Dame, Warren has been a high school teacher, a systems analyst, a member of the U.S. Army Reserve, a management consultant, a college professor for 30 years at Wright College, and most recently an entrepreneur. Warren has authored several textbooks, including Supervision: The Direction of People at Work, Business, The Consumer in America, and Management: Meeting and Exceeding Customer Expectations. Warren has made numerous presentations to industry, and has served on numerous committees and led various workshops. Raymond Attner, the co-author of Management: Meeting and Exceeding Customer Expectations, 8th edition, is presently a Professor of Management and Dean of Business at Brookhaven College of the Dallas County Community College District. For the past thirty years at Brookhaven and the Dallas District, Ray has held numerous positions including Professor of Business, Director of the Marketing and Management Center, Acting Vice President of Instruction, Director of Marketing for Distance Learning, and Acting Executive Dean of Workforce/Continuing Education. Ray has been the author or co-author of four college textbooks and has been the faculty content developer for two nationally distributed telecourses. He has been selected as Brookhaven's Outstanding Faculty member, has served as Faculty Association President three times, and has been the chair of the last two college presidential search committees at Brookhaven College. He is currently the chair of Brookhaven's Southern Association Reaccreditation Committee. Ray holds a Bachelor of Science in Marketing from California State University--Long Beach and a Master of Business Administration from Northern Louisiana University. His professional affiliations include the Texas Community College Teachers Association, American Management Association, and the Farmers Branch Chamber of Commerce. He resides in Plano, Texas, with his wife Deborah and three "fur" children (Bubba, Risky, and Annie) where he enjoys the family, jogging, and tennis.
Table of Contents
Part One: MANAGEMENT CONCEPTS. 1. Management: An Overview. 2. Management Thought: Past and Present. 3. Management Ethics and Social Responsibility. 4. Management's Commitments to Quality and Productivity. Part Two: PLANNING AND DECISION MAKING. 5. The Manager's Environment. 6. Planning and Strategy. 7. Making Decisions. Part Three: ORGANIZING. 8. Organizing Principles. 9. Organizational Design, Culture and Change. Part Four: STAFFING. 10. Staffing the Workforce. 11. Communication: Interpersonal and Organizational. 12. Human Motivation. Part Five: LEADING. 13. Leadership. 14. Team Management and Conflict. Part Six: CONTROLLING. 15. Information Management Systems. 16. Control: Purpose, Process and Techniques. Appendices. A. Operations Management. B. International Management. C. Succeeding In Your Organization. References. Glossary. Index.