Small Business Management Entrepreneurship and Beyond : Entrepreneurship and Beyond

, by Hatten, Timothy S.

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ISBN: 9780618128488 | 0618128484
Cover: Paperback
Copyright: 2/27/2002

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Supplemental Materials

Preface

xix

PART ONE The Challenge

(68)

Small Business: An Overview

(30)

What Is Small Business?

(3)

Size Definitions

(1)

Types of Industries

(1)

Small Business in the American Economy

(4)

Recent Growth Trends

(3)

Small Business as Employer

(1)

Work Force Diversity

(2)

Business Responds to Diversity

(1)

Small Business's Opportunity for All

(1)

The Expanding Marketplace: Small Business Opportunities

(3)

Downsizing, Outsourcing, and Strategic Alliances

(1)

Niche Marketing

(2)

Small Business in a Global Marketplace

(1)

Secrets of Small Business Success

(4)

Competitive Advantage

(3)

Getting Started on the Right Foot

(1)

Understanding the Risks of Small Business Ownership

(6)

What Is Business Failure?

(1)

Causes of Business Failure

(2)

Business Termination

(1)

Failure-Rate Controversy

(2)

What's Ahead?

(6)

Reality Check Maximum Efficiency

(6)

Reality Check Flying Solo

(2)

Creating Competitive Advantage Changing Their Stripes

(4)

@e-biz SitStay.com Stays Focused

(3)

Reality Check Risky Business

(1)

Reality Check Entrepreneurial Mistakes

(1)

Summary

(1)

Questions for Review & Discussion

(1)

Questions for Critical Thinking

(1)

Experience This

(1)

What Would You Do? (No. 1)

(1)

What Would You Do? (No. 2)

(1)

Chapter Closing Case Small Business Lessons from the Movies

(2)

Small Business Management, Entrepreneurship, and Ownership

(37)

The Entrepreneur/Manager Relationship

(3)

What Is an Entrepreneur?

(1)

Entrepreneurship and the Small Business Manager

(2)

A Model of the Startup Process

(3)

Your Decision for Self-Employment

(9)

Pros and Cons of Self-Employment

(4)

Traits of Successful Entrepreneurs

(2)

Preparing Yourself for Business Ownership

(2)

Forms of Business Organization

(20)

The Sole Proprietorship

(2)

The Partnership

(3)

The Corporation

(3)

Specialized Forms of Corporations

Creating Competitive Advantage Staying Fresh

(7)

Creating Competitive Advantage We All Sing for Ginseng

(1)

Reality Check From Accidental Startup to Sure Thing

(1)

Reality Check Not All Happy Endings

(2)

Creating Competitive Advantage Hispanic Fingers Go Walking

(2)

@e-biz A Domain of Your Own

(13)

Summary

(1)

Questions for Review & Discussion

(1)

Questions for Critical Thinking

(1)

Experience This

(1)

What Would You Do? (No. 1)

(1)

What Would You Do? (No. 2)

(1)

Answers to Chapter Opening Quiz

(2)

Chapter Closing Case Start Temps CZ Starts Up

(3)

PART TWO Planning in Small Business

(66)

Social Responsibility, Ethics, and Strategic Planning

(34)

The Relationship Between Social Responsibility, Ethics, and Strategic Planning

(1)

Social Responsibilities of Small Business

(5)

Economic Responsibility

(1)

Legal Obligations

(1)

Ethical Responsibility

(2)

Philanthropic Goodwill

(1)

Ethics and Business Strategy

(8)

Codes of Ethics

(2)

Ethics Under Pressure

(6)

Strategic Planning

(11)

The Strategic Planning Process

(10)

Strategic Planning in Action

(1)

Establishing a Business Culture

(7)

Reality Check Making Good

(5)

Reality Check Can You Serve Two Bottom Lines?

(1)

Creating Competitive Advantage Inner-City Action

(1)

Creating Competitive Advantage Green Marketing

(1)

@e-biz Hire a Hacker???

(3)

Creating Competitive Advantage Strategic Cabinetry

(4)

Creating Competitive Advantage Competitive Analysis: How to Beat the Competition

(2)

Creating Competitive Advantage Do Your Homework

(4)

Creating Competitive Advantage Strategic Planting

(1)

Summary

(1)

Questions for Review & Discussion

(1)

Questions for Critical Thinking

100

(1)

Experience This

100

(1)

What Would You Do? (No. 1)

100

(1)

What Would You Do? (No. 2)

101

(1)

Chapter Closing Case Testing the Limits

101

(3)

The Business Plan

104

(31)

Every Business Needs a Plan

106

(7)

The Plan

106

(1)

The Purpose

107

(2)

The Practice: Guidelines for Writing a Business Plan

109

(4)

Business Plan Contents

113

(14)

Cover Page

114

(1)

Table of Contents

114

(1)

Executive Summary

114

(1)

Company and Industry

115

(1)

Products or Services

115

(1)

Marketing Research and Evaluation

115

(3)

Manufacturing and Operations Plan

118

(1)

Management Team

119

(1)

Timeline

119

(1)

Critical Risks and Assumptions

120

(1)

Benefits to the Community

120

(1)

Exit Strategy

121

(1)

Financial Plan

121

(4)

Appendix

125

(2)

Review Process

127

(8)

Creating Competitive Advantage Linen & Lace

107

(2)

@e-biz Cool B-Plan Tools

109

(1)

Reality Check Fast Track to Venture Capital

110

(1)

Manager's Notebook Good, Bad, and Ugly Business Plans

111

(6)

Reality Check I'm Starting a Dot-Com, Do I Still Need a Business Plan?

117

(10)

Reality Check Business Plan Mistakes

127

(1)

Manager's Notebook How Does Your Plan Rate?

128

(1)

Summary

129

(1)

Questions for Review & Discussion

129

(1)

Questions for Critical Thinking

130

(1)

Experience This

130

(1)

What Would You Do? (No. 1)

131

(1)

What Would You Do? (No. 2)

131

(1)

Chapter Closing Case Oyster Communications: Is the World Its Oyster?

132

(3)

PART THREE Early Decisions

135

(96)

Franchising

136

(32)

About Franchising

138

(2)

Background

138

(1)

Franchising Today

139

(1)

Franchising Systems

140

(1)

Product (Trade Name) Franchising

140

(1)

Business-Format Franchising

141

(1)

Why Open a Franchise?

141

(6)

Advantages to the Franchisee

142

(1)

Disadvantages to the Franchisee

143

(2)

Advantages to the Franchisor

145

(1)

Disadvantages to the Franchisor

146

(1)

Selecting a Franchise

147

(15)

Evaluate Your Needs

147

(1)

Do Your Research

148

(6)

Analyze the Market

154

(1)

Disclosure Statements

155

(3)

The Franchise Agreement

158

(2)

Get Professional Advice

160

(2)

International Franchising

162

(6)

Manager's Notebook Fast Facts

140

(6)

Reality Check Once Burned

146

(7)

Manager's Notebook From the Horse's Mouth

153

(2)

Reality Check Sell Ice Cream in Alaska? Yeah, Right!

155

(3)

@e-biz Surf Your Way to a New Franchise

158

(1)

Creating Competitive Advantage Training

159

(2)

Creating Competitive Advantage Communication Is the Key

161

(2)

Summary

163

(1)

Questions for Review & Discussion

164

(1)

Questions for Critical Thinking

164

(1)

What Would You Do? (No. 1)

165

(1)

What Would You Do? (No. 2)

165

(1)

Chapter Closing Case Flapjack Chain Runs Out of Dough

166

(2)

Taking Over an Existing Business

168

(32)

The Business Buyout Alternative

170

(2)

Advantages of Buying a Business

170

(1)

Disadvantages of Buying a Business

171

(1)

How Do You Find a Business for Sale?

172

(2)

What Do You Look for in a Business?

174

(5)

General Considerations

175

(1)

Why Is the Business Being Sold?

176

(1)

Financial Condition

177

(2)

What Are You Buying?

179

(4)

Tangible Assets

179

(2)

Intangible Assets

181

(1)

Personnel

182

(1)

The Seller's Personal Plans

183

(1)

How Much Should You Pay?

183

(4)

What Are the Tangible Assets Worth?

184

(1)

What Are the Intangible Assets Worth?

185

(2)

Buying Your Business

187

(1)

The Terms of Sale

187

(1)

Closing the Deal

187

(1)

Taking Over a Family Business

188

(12)

What Is Different About Family Businesses?

188

(1)

Complex Interrelationships

189

(1)

Planning Succession

189

(2)

General Family Business Policies

191

Reality Check Do . . . Due Diligence

172

(2)

@e-biz Shopping for a Business Online

174

(2)

Manager's Notebook Look Before You Leap

176

(2)

Manager's Notebook Letter of Confidentiality

178

(3)

Creating Competitive Advantage The Declining Value of Aging Accounts Receivable

181

(3)

Reality Check Tire Kicking for Beginners

184

(4)

Creating Competitive Advantage Keeping the Family Fires Burning

188

(3)

Summary

191

(1)

Questions for Review & Discussion

192

(1)

Questions for Critical Thinking

193

(1)

Experience This

193

(1)

What Would You Do? (No. 1)

194

(1)

What Would You Do? (No. 2)

195

(1)

Chapter Closing Case Preston's Cleaners

196

(4)

Starting a New Business

200

(31)

About Startups

202

(1)

Advantages of Starting from Scratch

202

(1)

Disadvantages of Starting from Scratch

203

(1)

Types of New Businesses

203

(6)

E-Businesses

204

(2)

Home-Based Businesses

206

(1)

Starting a Business on the Side

207

(1)

Fast-Growth Startups

207

(2)

Evaluating Potential Startups

209

(8)

Business Ideas

209

(3)

Where Business Ideas Come From

212

(5)

Getting Started

217

(14)

What Do You Do First?

217

(1)

The Importance of Planning to a Startup

217

(5)

How Will You Compete?

222

(1)

Customer Service

222

(1)

Licenses, Permits, and Regulations

223

(1)

Taxes

223

Creating Competitive Advantage Frustration Solvers

204

(7)

Reality Check Startup Myths and Realities

211

(2)

Reality Check Ideas Aplenty, Ideas Galore

213

(3)

Creating Competitive Advantage Keeping Creativity Alive

216

(1)

Reality Check Business Startup from the Left Side of the Brain

217

(3)

Manager's Notebook Information Technology: Your Silent Partner

220

(4)

Summary

224

(1)

Questions for Review & Discussion

225

(1)

Questions for Critical Thinking

226

(1)

Experience This

226

(1)

What Would You Do? (No. 1)

227

(1)

What Would You Do? (No. 2)

227

(1)

Chapter Closing Case Turning James Prosek into ``James Prosek'' the Brand

228

(3)

PART FOUR Financial and Legal Management

231

(98)

Accounting Records and Financial Statements

232

(36)

How Important Are Financial Records?

236

(1)

Accurate Information for Management

236

(1)

Banking and Tax Requirements

236

(1)

Small Business Accounting Basics

236

(9)

Double- and Single-Entry Systems

237

(1)

Accounting Equations

237

(2)

Cash and Accrual Methods of Accounting

239

(1)

What Accounting Records Do You Need?

239

(6)

Analyzing Financial Statements

245

(7)

Ratio Analysis

246

(1)

Liquidity Ratios

246

(1)

Activity Ratios

247

(1)

Leverage Ratios

248

(1)

Profitability Ratios

249

(1)

The Use of Financial Ratios

250

(2)

Managing Cash Flow

252

(16)

Cash Flow Defined

252

(1)

Cash Flow Specialist

253

(1)

Cash Flow Fundamentals

253

(1)

Cash Flow Management Tools

254

(6)

Strategies for Cash Flow Management

260

Manager's Notebook Computerized Accounting Packages

238

(6)

Manager's Notebook Financial Status Checklist

244

(1)

Reality Check Do You Have a Business or a Hobby?

245

(11)

Reality Check Open-Book Management

256

(2)

@e-biz Getting Paid Online

258

(1)

Manager's Notebook Turn Up the Tap on Your Cash Flow

259

(2)

Summary

261

(1)

Questions for Review & Discussion

262

(1)

Questions for Critical Thinking

263

(1)

Experience This

263

(1)

What Would You Do? (No. 1)

263

(2)

What Would You Do? (No. 2)

265

(1)

Chapter Closing Case The Pita Principle

265

(3)

Small Business Finance

268

(28)

Initial Capital Requirements

270

(4)

Defining Required Assets

270

(2)

The Five Cs of Credit

272

(1)

Additional Considerations

273

(1)

Basic Financial Vocabulary

274

(4)

Forms of Capital

274

(3)

Other Loan Terminology

277

(1)

How Can You Find Capital?

278

(18)

The Loan Application Process

279

(1)

Sources of Debt Financing

279

(6)

Sources of Equity Financing

285

(4)

Choosing a Lender or Investor

289

Reality Check The Evils of Undercapitalization

272

(2)

Reality Check Vintage Financing

274

(5)

@e-biz Finding Financing Online

279

(2)

Manager's Notebook What to Do Before You Talk to Your Banker

281

(4)

Reality Check Plastic Finance---Tempting, But Risky

285

(2)

Creating Competitive Advantage Bootstrapping Your Way to Success

287

(4)

Summary

291

(1)

Questions for Review & Discussion

291

(1)

Questions for Critical Thinking

292

(1)

Experience This

292

(1)

What Would You Do? (No. 1)

292

(1)

What Would You Do? (No. 2)

293

(1)

Answers to Chapter Opener Quiz

293

(1)

Chapter Closing Case A CFO's Persistence Pays Off

294

(2)

The Legal Environment

296

(33)

Small Business and the Law

298

(12)

Laws to Promote Fair Business Competition

299

(2)

Laws to Protect Consumers

301

(1)

Laws to Protect People in the Workplace

301

(8)

Licenses, Restrictions, and Permits

309

(1)

Bankruptcy Laws

310

(2)

Chapter 7 Bankruptcy

310

(1)

Chapter 11 Bankruptcy

311

(1)

Chapter 13 Bankruptcy

311

(1)

Contract Law for Small Business

312

(4)

The Elements of a Contract

312

(2)

Contractual Obligations

314

(2)

Laws to Protect Intellectual Property

316

(13)

Patents

316

(3)

Copyrights

319

(2)

Trademarks

321

(1)

Global Protection

321

Reality Check Sometimes You Can't Win

300

(4)

Reality Check Living with the ADA

304

(1)

Reality Check When Abilities Matter More Than Disabilities

305

(3)

Reality Check When Harassment Comes from Outside

308

(5)

@e-biz Finding Answers to Your Legal Questions Online

313

(2)

Reality Check If Only I'd Thought of That. . .

315

(5)

Manager's Notebook Keeping a Trademark in Shape

320

(2)

Summary

322

(1)

Questions for Review & Discussion

323

(1)

Questions for Critical Thinking

324

(1)

Experience This

324

(1)

What Would You Do? (No. 1)

324

(1)

What Would You Do? (No. 2)

325

(1)

Chapter Closing Case Knocking Off the SuperClip

325

(4)

PART FIVE Marketing the Product or Service

329

(136)

Marketing for Competitive Advantage

330

(32)

Small Business Marketing

332

(1)

The Marketing Concept

332

(1)

World-Class Marketing

333

(1)

Marketing Strategies for Small Business

333

(9)

Setting Marketing Objectives

334

(1)

Developing a Sales Forecast

335

(1)

Identifying Target Markets

336

(3)

Understanding Consumer Behavior

339

(3)

Competitive Advantage

342

(7)

Definition of Competitive Advantage

342

(1)

Five Basic Forces of Competition

343

(1)

Importance of Competitive Advantage

344

(2)

Benefits of Competitive Advantage

346

(1)

How to Create Competitive Advantage

347

(2)

Market Research

349

(13)

The Market Research Process

351

(3)

Limitations of Market Research

354

Reality Check Global Small Business Marketing

334

(1)

Reality Check There Is a Difference

335

(3)

Creating Competitive Advantage Target Markets of One

338

(1)

Creating Competitive Advantage The Fine Art of Selling Junque

339

(2)

@e-biz Online Marketing

341

(4)

Reality Check Point, Click, and Drag a Can of Pork'n Beans

345

(3)

Manager's Notebook Competing on Intangibles

348

(7)

Summary

355

(1)

Questions for Review & Discussion

356

(1)

Questions for Critical Thinking

357

(1)

Experience This

357

(1)

What Would You Do? (No. 1)

358

(1)

What Would You Do? (No. 2)

359

(1)

Chapter Closing Case Computers for the Blind

359

(3)

Small Business Marketing: Product

362

(28)

Using Your Marketing Mix

364

(1)

Product: The Heart of the Marketing Mix

364

(6)

Developing New Products

366

(2)

Packaging

368

(2)

Purchasing for Small Business

370

(3)

Purchasing Guidelines

370

(1)

Purchasing Basics

370

(3)

Selecting Suppliers

373

(3)

Make-or-Buy Decision

373

(1)

Investigating Potential Suppliers

373

(3)

Managing Inventory

376

(2)

How Much Inventory Do You Need?

376

(1)

Costs of Carrying Inventory

377

(1)

Controlling Inventory

378

(12)

Reorder Point and Quantity

378

(1)

Visual Control

379

(1)

Economic Order Quantity (EOQ)

379

(1)

ABC Classification

380

(1)

Electronic Data Interchange (EDI)

381

(1)

Just-in-Time (JIT)

382

(1)

Materials Requirements Planning (MRP)

383

@e-biz Big-Time Products for Small Niches

366

(2)

Reality Check Slotting Fees: Ripping Off Small Businesses?

368

(1)

Reality Check Good Product, But Who Knows?

369

(2)

Creating Competitive Advantage What the Best Companies Do

371

(13)

Reality Check Getting It There Just in Time

384

(1)

Summary

384

(2)

Questions for Review & Discussion

386

(1)

Questions for Critical Thinking

386

(1)

Experience This

386

(1)

What Would You Do? (No. 1)

387

(1)

What Would You Do? (No. 2)

388

(1)

Chapter Closing Case Sheep Farm in the Pyrenees

388

(2)

Small Business Marketing: Place

390

(36)

Small Business Distribution

392

(2)

Locating for the Long Run

394

(1)

State Selection

395

(1)

City Selection

396

(4)

Site Selection

400

(6)

Site Questions

401

(1)

Traffic Flow

402

(3)

Going Global

405

(1)

Location Types

406

(5)

Central Business Districts

406

(2)

Shopping Centers

408

(1)

Stand-Alone Locations

408

(1)

Service Locations

409

(1)

Incubators

409

(2)

Layout and Design

411

(5)

Legal Requirements

411

(1)

Retail

411

(2)

Service

413

(1)

Manufacturing

413

(2)

Home Office

415

(1)

Lease, Buy, or Build?

416

(10)

Leasing

417

(1)

Purchasing

418

(1)

Building

419

Creating Competitive Advantage Talk About a Small Business

402

(1)

Manager's Notebook People Who Need People: Mapping Out Success

403

(2)

Reality Check Coffee, Tea---or How 'bout a Crab Ashtray?

405

(2)

Creating Competitive Advantage Goin' Downtown

407

(2)

Reality Check Site-Seeing Help

409

(1)

@e-biz Incubation on the Internet

410

(9)

Summary

419

(2)

Questions for Review & Discussion

421

(1)

Questions for Critical Thinking

421

(1)

Experience This

422

(1)

What Would You Do? (No. 1)

422

(1)

What Would You Do? (No. 2)

423

(1)

Chapter Closing Case Pasta Perfect's Future Is Problematic

423

(3)

Small Business Marketing: Price and Promotion

426

(39)

The Economics of Pricing

428

(4)

Competition

429

(1)

Demand

430

(1)

Costs

431

(1)

Breakeven Analysis

432

(2)

Price-Setting Techniques

434

(6)

Customer-Oriented Pricing Strategies

435

(2)

Internal-Oriented Pricing Strategies

437

(1)

Creativity in Pricing

437

(3)

Credit Policies

440

(7)

Types of Credit

440

(3)

Controlling Credit Accounts

443

(4)

Promotion

447

(18)

Advertising

447

(6)

Personal Selling

453

(2)

Public Relations (PR)

455

(1)

Sales Promotions

455

(2)

The Promotional Mix

457

Reality Check Don't Give Away the Farm with Special Offers

434

(1)

Manager's Notebook Cost-Cutting Strategies

435

(10)

Reality Check Collecting Overdue Bills

445

(1)

Manager's Notebook Which Advertising Medium Should You Use?

446

(6)

Creating Competitive Advantage Guppy in a Shark Tank: Small Business, Big Trade Shows

452

(2)

Manager's Notebook Road Warriors

454

(2)

@e-biz Wadda Ya Lookin'At?

456

(2)

Summary

458

(1)

Questions for Review & Discussion

458

(1)

Questions for Critical Thinking

459

(1)

Experience This

460

(1)

What Would You Do (No. 1)

461

(1)

What Would You Do? (No. 2)

461

(1)

Chapter Closing Case Reborn to Be Wild

462

(3)

PART SIX Managing Small Business

465

(130)

International Small Business

466

(32)

Preparing to Go International

468

(4)

Growth of Small Business

468

(1)

International Business Plan

469

(3)

Establishing Business in Another Country

472

(2)

Exporting

472

(1)

Importing

472

(1)

International Licensing

472

(1)

International Joint Ventures and Strategic Alliances

473

(1)

Direct Investment

473

(1)

Exporting

474

(7)

Indirect Exporting

475

(1)

Direct Exporting

476

(1)

Identifying Potential Export Markets

477

(4)

Importing

481

(1)

Financial Mechanisms for Going International

482

(4)

International Finance

482

(1)

Managing International Accounts

482

(1)

Countertrade and Barter

483

(1)

Information Assistance

484

(2)

The International Challenge

486

(12)

Understanding Other Cultures

486

(4)

International Trading Regions

490

(2)

ISO 9000

492

Reality Check Just Do It

470

(1)

Creating Competitive Advantage Take the Global Test

470

(7)

Reality Check Bagels-to-Go --- A Long Way

477

(7)

Reality Check Changes Here + There = International Opportunity

484

(1)

@e-biz Online Global Power

485

(2)

Manager's Notebook Goals for Globetrotters

487

(5)

Summary

492

(2)

Questions for Review & Discussion

494

(1)

Questions for Critical Thinking

494

(1)

Experience This

494

(1)

What Would You Do? (No. 1)

494

(1)

What Would You Do? (No. 2)

495

(1)

Chapter Closing Case International Windsurfing School S.N.C.

495

(3)

Professional Small Business Management

498

(32)

Managing Small Business

500

(4)

The Four Functions of Management

500

(1)

What Managers Do

500

(4)

Small Business Growth

504

(6)

Your Growing Firm

504

(2)

Transition to Professional Management

506

(1)

Balance: A Manager's Goal

507

(3)

Leadership in Action

510

(9)

Leadership Attributes

510

(2)

Negotiation

512

(1)

Delegation

513

(1)

Motivating Employees

513

(5)

Can You Motivate?

518

(1)

Total Quality Small Business Management

519

(2)

Special Management Concerns

521

(9)

Time Management

521

(1)

Stress Management

522

@e-biz Any Portal in a Small Business Storm?

503

(5)

Reality Check Gotta Go Pro

508

(1)

Manager's Notebook Employee Theft: What's Walking Out the Back Door?

509

(2)

Manager's Notebook Six Styles of Entrepreneurial Management

511

(1)

Creating Competitive Advantage Act Like the Boss

512

(2)

Reality Check Managing the Roller Coaster

514

(3)

Creating Competitive Advantage Motivating More with Less

517

(7)

Summary

524

(1)

Questions for Review & Discussion

525

(1)

Questions for Critical Thinking

525

(1)

Experience This

526

(1)

What Would You Do? (No. 1)

526

(1)

What Would You Do? (No. 2)

527

(1)

Chapter Closing Case Finding a Growth Plan for ERG

527

(3)

Human Resource Management

530

(38)

Hiring the Right Employees

532

(3)

The Job Analysis Process

532

(1)

Job Description

533

(2)

Job Specifications

535

(1)

Employee Recruitment

535

(3)

Advertising for Employees

535

(1)

Employment Agencies

535

(1)

Internet Job Sites

535

(1)

Executive Recruiters (Head Hunters)

536

(1)

Employee Referrals

536

(1)

Relatives and Friends

536

(1)

Other Sources

536

(2)

Selecting Employees

538

(7)

Applications Forms and Resumes

538

(1)

Interviewing

538

(4)

Testing

542

(2)

Temporary Employees and Employee Leasing

544

(1)

Placing and Training Employees

545

(5)

Employee Training and Development

547

(1)

Ways to Train

548

(2)

Compensating Employees

550

(7)

Determining Wage Rates

550

(1)

Incentive Pay Programs

551

(1)

Benefits

551

(6)

When Problems Arise: Employee Discipline and Termination

557

(11)

Disciplinary Measures

557

(1)

Dismissing Employees

558

Creating Competitive Advantage Hiring Right

537

(5)

Manager's Notebook Don't Even Ask!

542

(7)

@e-biz Online Training

549

(5)

Reality Check The Benefits of Education

554

(4)

Manager's Notebook Employee Handbooks

558

(1)

Manager's Notebook Productive Disciplinary Steps

559

(2)

Manager's Notebook Firing an Employee

561

(1)

Summary

562

(1)

Questions for Review & Discussion

563

(1)

Questions for Critical Thinking

563

(1)

Experience This

564

(1)

What Would You Do? (No. 1)

564

(1)

What Would You Do? (No. 2)

565

(1)

Chapter Closing Case Playing a Great Game at Kacey Fine Furniture

565

(3)

Operations Management

568

(27)

Elements of an Operating System

571

(2)

Inputs

571

(1)

Transformation Processes

571

(1)

Outputs

571

(1)

Control Systems

572

(1)

Feedback

573

(1)

Types of Operations Management

573

(3)

Manufacturing Operations

573

(1)

Operations Management for Service Businesses

574

(2)

What Is Productivity?

576

(1)

Measurement of Productivity

576

(1)

Service Productivity

577

(1)

What About Scheduling Operations?

577

(3)

Scheduling Methods

578

(1)

Routing

578

(1)

Sequencing

579

(1)

Dispatching

579

(1)

Quality-Centered Management

580

(3)

Six Sigma in Small Business

580

(3)

Quality Circles

583

(1)

How Do You Control Operations?

583

(12)

Feedforward Quality Control

583

(1)

Concurrent Quality Control

583

(5)

Feedback Quality Control

588

Reality Check Work Hard, Play Hard

572

(3)

Reality Check Small Business Robotics

575

(5)

Reality Check How Good Is Good Enough?

580

(1)

Manager's Notebook Six Sigma at Work

581

(1)

@e-biz Six Sigma Online

582

(2)

Reality Check ``We're Moving Where. . .?!''

584

(2)

Creating Competitive Advantage Benchmarking Your Way to Competitive Advantage

586

(2)

Summary

588

(2)

Questions for Review & Discussion

590

(1)

Questions for Critical Thinking

590

(1)

Experience This

590

(1)

What Would You Do? (No. 1)

590

(1)

What Would You Do? (No. 2)

591

(1)

Chapter Closing Case Building a Better Bicycle

591

(4)

Appendix Complete Sample Business Plans

595

(42)

Notes

637

(8)

Index

645

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Small Business Management Entrepreneurship and Beyond : Entrepreneurship and Beyond

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