Management Meeting and Exceeding Customer

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.

Management Concepts
Management: An Overview
Management Thought: Past and Present
Management Ethics and Social Responsibility
Management?s Commitment to Quality and Productivity
Planning and Decision Making
The Manager?s Environment
Organizational Planning
Strategic Planning and Strategic Management
Making Decisions
Organizing
Organizing Principles
Organizational Design
Organizational Structure and Change
Staffing and Leading
Staffing
Communication: Interpersonal and Organizational
Human Motivation
Leadership
Team Management and Conflict
Controlling
Information Management Systems
Controlling: Purpose and Process
Control Techniques
Special Concerns
International Management
Succeeding in Your Organization
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Management Meeting and Exceeding Customer Expectations (with InfoTrac & Xtra Printed Access Card)

Summary

Table of Contents

Supplemental Materials