Management: meeting and exceeding customer expectations

MANAGEMENT: AN APPROACH TO CUSTOMER EXPECTATIONS, 10E, International Edition 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 arewoven into the chapters' narratives: (1) the never-ending effort by managers and organizations to meet or exceed customers' needs and (2) the need organizations and their people have to be guided by effective leadership. An underlying theme of this edition is Enterprise 2.0, meaning the use of social media in business. INDICE: Part I: FUNDAMENTALS OF MANAGEMENT. 1. A Broad View of Management.2. The Evolution of Management Thinking. 3. Organizational Culture and Interactive Forces. Part II: PLANNING FOR GROWTH. 4. Strategic Planning. 5. Achieving Top Quality. 6. Decision Making in Management. Part III: CREATING EFFECTIVE ORGANIZATIONS. 7. Principles of Organization. 8. Designing an Adaptive Organizational Culture. 9. Corporate Social Responsibility and Ethics. Part IV: STAFFING FOR HIGH PERFORMANCE. 10. Building A Workforce. 11. Personal and Organizational Communication. Part V: INFLUENCING BEHAVIOR AND ACTIONS. 12. Motivating Employees. 13. Organizational Leadership. 14. Managing Teams and Work Groups. Part VI: CONTROLLING OPERATIONS. 15. Systems for Managing Information. 16. ThePurpose and Application of Control. Appendices. Operations Management. International Management. Succeeding in Your Organization.

• ISBN: 978-0-538-48055-0
• Editorial: South Western College
• Encuadernacion: Rústica
• Páginas: 744
• Fecha Publicación: 16/02/2012
• Nº Volúmenes: 1
• Idioma: Inglés