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MANAGEMENT Meeting and Exceeding Customer Expectations Ninth Edition This page intentionally left blank MANAGEMENT Meeting and Exceeding Customer Expectations Ninth Edition Warren R Plunkett Raymond F Attner Brookhaven College Gemmy S Allen North Lake College Management: Meeting and Exceeding Customer Expectations Ninth Edition Warren R Plunkett, Raymond F Attner, Gemmy S Allen VP/Editorial Director: Jack W Calhoun Marketing Manager: Kimberly Kanakes Photo Manager: John Hill Editor-in-Chief: Melissa Acuña Sr Marketing Communications Manager: Jim Overly Production Agency: Newgen-Austin Sr Acquisitions Editor: Joe Sabatino Developmental Editor: Elizabeth Lowry Editorial Assistant: Ruth Belanger Sr Content Project Manager: Cliff Kallemeyn COPYRIGHT © 2008, 2005 Thomson South-Western, a part of The Thomson Corporation Thomson, the Star logo, and South-Western are trademarks used herein under license Printed in the United States of America 10 09 08 07 Student Edition ISBN-13: 978-0-324-42301-3 ISBN-10: 0-324-42301-2 Instructor Edition ISBN-13: 978-0-324-56837-0 ISBN-10: 0-324-56837-1 Technology Project Manager: Kristen Meere Art Director: Tippy McIntosh Sr First Print Buyer: Doug Wilke ALL RIGHTS RESERVED No part of this work covered by the copyright hereon may be reproduced or used in any form or by any means— graphic, electronic, or mechanical, including photocopying, recording, taping, Web distribution or information storage and retrieval systems, or in any other manner—without the written permission of the publisher For permission to use material from this text or product, submit a request online at http://www.thomsonrights.com Printer: Transcontinental Cover and Internal Design: Craig Ramsdell, Ramsdell Design Cover Image: The Image Bank/Getty Images Library of Congress Control Number: 2007923260 For more information about our products, contact us at: Thomson Learning Academic Resource Center 1-800-423-0563 Thomson Higher Education 5191 Natorp Boulevard Mason, OH 45040 USA BRIEF CONTENTS Part 1: Management Concepts Management: An Overview Management Thought: Past and Present 34 Management Ethics and Social Responsibility 62 Management’s Commitments to Quality and Productivity Part 2: Planning and Decision Making The Manager’s Environment Planning and Strategy 152 Making Decisions 190 94 127 128 Part 3: Organizing 223 Organizing Principles 224 Organizational Design, Culture, and Change 262 Part 4: Staffing 313 10 Staffing the Workforce 314 11 Communication: Interpersonal and Organizational 12 Human Motivation 390 Part 5: Leading 13 Leadership 432 14 Team Management and Conflict 431 464 Part 6: Controlling 497 15 Information Management Systems 498 16 Control: Purpose, Process, and Techniques Appendices A Operations Management 576 B International Management 602 C Succeeding in Your Organization 358 526 575 632 References 663 Glossary 675 Index 689 v This page intentionally left blank CONTENTS PART 1: MANAGEMENT CONCEPTS Chapter 1: Management: An Overview Introduction Management and Managers Organizational Need for Managers The Manager’s Universe The Need to Please Customers, Global Applications: The Globalization of Wipro Ltd Managing Technology: Customer Relationship Management (CRM) Ethical Management: Telemarketers Survive Do Not Call The Need to Provide Leadership, • The Need to Act Ethically, 10 • The Need to Value Diversity in Their Employees, 10 • The Need to Cope with Global Challenges, 11 Valuing Diversity: MTV Networks Adds Chief Diversity Officer (CDO) 13 Levels of Management 13 Top Management, 14 • Middle Management, 14 • First-Line Management, 15 • Functional Managers, 15 Management Functions 17 Planning, 18 • Organizing, 19 • Staffing, 19 • Leading, 19 • Controlling, 19 Functions and the Levels of Management 20 Top Management, 20 • Middle Management, 21 • First-Line Management, 21 Management Roles 21 Interpersonal Roles, 21 • Informational Roles, 22 • Decisional Roles, 23 • Roles and Managerial Functions, 23 • Roles and the Expectations of Others, 23 Management Skills 23 Technical Skills, 23 • Human Skills, 25 • Conceptual Skills, 25 • Skills and Levels of Management, 25 Management Myths and Realities 26 Evaluating a Manager’s Performance 27 vii viii Contents Chapter 2: Management Thought: Past and Present 34 Introduction 36 History and Theory of Management 37 Value of History, 37 • Ancient History, 37 • Value of Theory, 37 Classical Management Theory 37 Classical Scientific School, 38 Valuing Diversity: From Equal Opportunity to Valuing Diversity 40 Classical Administrative School, 41 Behavioral Management Theory 43 Behavioral School Proponents, 43 Quantitative Management Theory 45 Operations Management, 46 • Management Information Systems, 47 Systems Management Theory 47 Systems School, 48 • Cumulative Energy of Synergy, 49 Contingency Management Theory 50 Quality Management Theory 51 Kaizen Approach, 51 • Reengineering Approach, 52 Ethical Management: How the Pursuit of Quality Can Alienate Customers 53 Major Contributors to Quality Management, 53 Managing Technology: Enterprise Resource Planning (ERP) 54 Global Applications: Government and Industry Cooperation in Japan 55 Chapter 3: Management Ethics and Social Responsibility 62 Introduction 64 Managing Ethically 64 Individuals and Ethical Conduct, 65 Managing Technology: Electronic Commerce Ethics 66 Leaders’ Ethics, 67 Organizational Influences on Ethical Conduct 67 Importance of Organizational Controls 68 Commitment of Top Management, 68 • Codes of Ethics, 68 • Compliance Programs, 68 Global Applications: Bill and Melinda Gates Foundation 72 Legal Constraints, 73 • Ethical Dilemmas, 75 • Guidelines for Acting Ethically, 76 Nature of Social Responsibility 77 Approaches to Social Responsibility, 78 • Responsibilities to Stakeholders, 81 Valuing Diversity: Diversity’s Link to Social Responsibility—The Abbot Approach 82 Government Regulation: Pros and Cons, 83 Managing for Social Responsibility Top Management Commitment, 85 85 Contents Ethical Management: BuildingBlocks International, 1000 Challenge ix 87 Social Audit, 87 Chapter 4: Management’s Commitments to Quality and Productivity 94 Introduction 96 Quality, Productivity, and Profitability 97 Quality Function Deployment, 98 Global Applications: The Toyota Way 100 Cost-Effective Quality, 103 Managing Technology: Technologically Literate Managers 104 Productivity, 104 • Quality–Productivity–Profitability Link, 105 Improving Quality and Productivity 106 Ethical Management: Raytheon’s Approach to Quality and Ethics 107 Business Process Reengineering (BPR) Approaches, 108 • Commitments at the Top, 109 • Commitments at the Middle, 113 Valuing Diversity: Empowerment at Toyota 114 Commitments at the Bottom, 115 • External Commitments, 116 Additional Internal and External Influences on Quality and Productivity 119 Internal Influences, 119 • External Influences, 120 PART 2: PLANNING AND DECISION MAKING 127 Chapter 5: The Manager’s Environment 128 Introduction 130 The Organization as a System 130 Internal Environment 132 Mission, Vision, and Core Values, 132 • Core Competencies, 133 Managing Technology: Knowledge Management (KM) 134 Organizational Culture, 134 • Organizational Climate, 135 • Leadership, 135 • Organizational Structure, 136 • Resources, 136 External Environment 138 Directly Interactive Forces, 139 Ethical Management: Cola Wars on Campus 140 Indirectly Interactive Forces, 141 Global Applications: Britain and the Measure of Things 143 Environments and Management 144 Sensing and Adapting to Environments, 144 • Influencing Environments, 144 • Meeting Responsibilities to Stakeholders, 144 Valuing Diversity: Frito-Lay Cultural Festival 146 692 customer departmentalization, 234, 234 customer-driven companies, 173 customer relationship management (CRM), 8, 8, 54, 527 customer response surveys, 116, 117 customers defi ned, as directly interactive forces, 139 internal and external, 6–7 responsibilities to, 82, 145 satisfaction of, 6– 8, 53, 97–98, 98 (see also quality) customization, 418, 606 CVS, 183 D Daft, Douglas, 622 DaimlerChrysler, 310, 585 See also Mercedes-Benz Dalton, Gene, 648 data, defi ned, 500–501 database marketing, 513 databases, 170, 510 data centers, 508–509 data collection, 564 data-processing modes, 511 Datatec Industries, 437, 447 Davenport, Thomas H., 515 David, Daryl D., 514 Davidson, Daniel, 64 Davidson Interior, 479– 480 Davis, Keith, 377 Davita, Sal, 642 debt ratios, 551 decentralization, 247–250, 249, 606– 607 decentralized CIS, 508–509 decision, defi ned, 192 decisional roles, 22, 23 decision making, 190–222 case studies, 191–192 controls and, 543 defi ned, 192 effective environment for, 217–218 environmental influences on, 203–208 in groups, 210–214, 367 leadership and tough decisions, 456 managerial style and, 208– 210 other management functions and, 193, 194 Index problem solving vs opportunity management, 193 programmed and nonprogrammed decisions, 194– 195, 196 quantitative techniques, 214–217 seven-step process of, 197– 203 styles of, 445– 447, 446 decision support systems (DSSs), 513–514 decision trees, 206–207, 207, 214, 215 defender strategy, 181 Defense Department, U.S., 101, 102 delegation, 236, 243–244, 245, 295–296 Dell, Michael, 291 Dell Inc., 291 Deloitte & Touche, 211, 283 Delphi technique, 212 Delta Air Lines, 135 Delta Technology, Inc., 15 Deming, W Edwards, 55, 56, 105, 106, 110, 111, 527 demotions, 347 departmentalization, 233– 235 See also organizational design design See organizational design design control, 588 design for disassembly (DfD), 581 design for manufacturing and assembly (DFM/A), 579– 581, 581 detailed inspections and tests, 597 Deutsch, Paul, 92 development, 339, 342, 563 Dexter, Billy, 13 DfD (design for disassembly), 581 DFM/A (design for manufacturing and assembly), 579–581, 581 diction, 368 differentiation strategy, 182 Digital Equipment, 651 digital technologies, 502 dilemmas, organizational, 657– 659 Di Pietro, Carl, 374 DirectFit, 335 direction, 295 directly interactive forces, 139–141 disability, 320–321 disaster recovery, 457, 457 discipline, 42 discretionary expense centers, 554 discrimination age discrimination, 536 application forms and, 334 glass ceilings and glass walls, 209, 324–325 mommy tracks, 347 staffi ng and, 318–323, 337, 338 See also diversity; sexual harassment discrimination and fairness perspective, 369 Disney, Walt, 285, 286, 287 Disney Company See Walt Disney Company Disney World, 99 disparate impact, 321 disseminator, 22 disturbance-handler role, 23 diversification strategy, 179 diversity age and mature workers, 213, 478, 536, 537 benefits of racial diversity, 369 defi ned, 10 employee attitudes toward, 40 GNL diversity audit, 420 groupware and web conferencing and, 516 male vs female leadership, 436 managers and, 10–11, 11 MTV Networks and, 13 planning for, 160 recognizing and valuing, 419 reorganization and, 235 social responsibility and, 82 sociocultural environment and, 323, 323–324 training and, 341 See also discrimination diversity audits, 420 divisional structure, 274– 276, 275 division of labor, 231–233, 232 division of work, 42 documenting contributions, 648– 650 “dogs,” 181 doing vs being, 626– 627 dominant coalitions, 281 Domino’s Pizza, 563–564 Donlon, Bill, 456 Do Not Call list, Doolin, Elmer, 270–271 Doremus, Eric, 477– 478 double-looped learning, 299 downsizing, 227 downward communication channels, 372, 372–373 Dr Seuss’ How the Grinch Stole Christmas (fi lm), 222 driving forces, 303 Drucker, Peter F., 3, 5, 155, 169, 198, 476 drug testing, 326, 326–327, 327 DSSs (decision support systems), 513–514 dumping, 560 Dwight, Mark, 188–189, 221–222 dynamic network organizations, 279 dysfunctional confl ict, 485 E EAPs (employee assistance programs), 351–352 Eaton, Robert, 470 Eaton Corporation, 336 eBay, 195, 291 Eberts, Ray, 514 ECOA (Ethics & Compliance Officer Association), 71 economic environment, international, 608, 609– 610 economic forces, 141–142 economic order quantity (EOQ), 591–592 EDI (Electronic Data Interchange), 508 EEOC See Equal Employment Opportunity Commission effectiveness of controls, 539–541 of culture, 288–289 of decision making, 217– 218 of goals and strategies, 156 informal organization and, 254 of information systems, 505 of organizational development, 305 of planning, 168–169 of teams, 467, 482– 484 effort-performance link, 408– 409 Index EIS (executive information systems), 515 electronic commerce See Internet and electronic commerce Electronic Data Interchange (EDI), 508 Electronic Data Systems, 516 electronic noise, 379 Electronic Recording Machine Accounting (ERMA), 508 Ely, Robin, 369 e-mail, 322–323, 377, 378 embargoes, 609 emotions and communication, 370 Emperor’s Club (fi lm), 92–93 Empire Blue Cross Blue Shield, 456, 457, 457 employee assistance programs (EAPs), 351–352 employees culture and, 282, 287–288 loyalty of, 67 at P.F Chang’s, 260 responsibilities to, 81, 145 at Southwest Airlines, 153 training and development, 339–342 See also diversity; empowerment; motivation; staffi ng employment decisions, implementation of, 346–349 empowerment leadership and, 437 motivation and, 420– 421 quality and, 112–113 teams and, 115–116 at Toyota, 112, 114 EMS (environmental management systems), 85, 86 end-user computing, 509–510 Enron Corporation, 155, 245, 534, 609 Enterprise Rent-A-Car Company, 101 enterprise resource planning (ERS) systems, 52, 54, 54 entrepreneur role, 23 environmental management systems (EMS), 85, 86 environmental responsibilities, 83, 85– 86 environmental scanning, 130–131 environments, 128–151 analyzing and evaluating, in planning process, 166–167 693 case studies, 129–130, 149–151 international, 607– 612, 608 management and, 144– 146 new career environment, 635– 636 organizational design and, 268–269, 270 organization as system and, 130–132 physical, 286 See also external environment; internal environment EOQ (economic order quantity), 591–592 equal employment opportunity, 40, 318 Equal Employment Opportunity Commission (EEOC) antidiscrimination guidelines, 161, 318, 319 management audit requirements, 564 sexual harassment guidelines, 74, 319 Equal Pay Act (1963), 319 equipment and machinery, 137–138 equity, 42 equity theory, 413, 413– 414 ERG theory, 407, 408 ERMA (Electronic Recording Machine Accounting), 508 Eskew, Michael L., 225 Esprit Apparel, 279 esprit de corps, 42 ethics, 62–77 overview, 10, 64– 65 1000 Challenge (BuildingBlocks International), 87 blogs and, 471 “business ethics,” 64 case studies, 63, 91–93 codes of, 70 compliance programs, 70– 73, 71 database marketing, 513 defi ned, 10 dilemmas, 75–76 electronic commerce and, 66 Enron and trust, 534 exclusionary contracts, 140 guidelines for, 76–77 individuals and, 65– 67 knockoffs and, 365 layoffs and profitability at HP, 265 of leaders, 67 legal constraints, 73–75, 75 Oracle’s layoffs at PeopleSoft, 400 organizational influences on, 67– 68 peer reviews at Risk International, 441 privacy policy, 162 quality and customer alienation, 53 at Raytheon, 107 team compensation and, 484 telemarketing and, top management, commitment of, 68– 69 workplace romances, 333 WorldCom fraud, 197 Ethics & Compliance Officer Association (ECOA), 71 Eupsychian Management (Maslow), 44 evaluation, 27–28, 202–203 See also measurement of performance; performance appraisal Everett, Ray, 503 evolutionary change, 292, 293 Excel Corporation, 546–551, 547, 548, 549 Excelsior Table Saw Corporation, 229–231, 230, 233, 236, 237 exclusionary contracts, 140 executive compensation, 352 executive information systems (EIS), 515 Executive Orders 11246 and 11375 (1965), 319 executive teams, 474 exit interviews, 349 expatriates, 627 expectancy theory, 408– 410, 409, 452 expectations, development of, 417 expectations of familiarity, 368–369 expense budgets, 558 expert power, 242–243, 443 expert systems, 513–514 external customers, See also customers external environment changes and, 290 culture and, 283, 289 decision making and, 208 defi ned, 132 directly and indirectly interactive forces, 138– 144 international, 613– 615 planning and, 18 quality and, 116–118, 117, 120–121 staffi ng and, 318–328 strategic plans and, 158 See also environments; stakeholders extinction, 412 ExxonMobil, 181 F facilities layout, 581–583, 582 facilities location, 586 facilities resources, 137 Fagiano, David, 12 Fair Credit Reporting Act, 338 Farrow, Marilyn, 387 Fastow, Andrew, 245 Fayol, Henri, 41, 42, 49, 241 feasibility studies, 474, 540 Federal Trade Commission (FTC), Federico, Rick, 429, 462 FedEx, 182, 233, 517, 581 feedback in communication, 361, 381, 382–383 in decision making process, 202–203 motivation and, 396, 423 feedback controls, 537–538, 538 feedforward controls, 535, 538 Feigenbaum, Armand V., 56 feminine vs masculine societies, 627 Fiedler, Fred, 450 figurehead role, 21 fi ltering by levels, 377 fi nance managers, 17 fi nancial audits, 553–555 fi nancial controls, 544, 545, 546–555, 547, 548, 549 fi nancial ratios, 550–551, 552–553 fi nancial resources, 138 fi nancial responsibility centers, 551–552, 554 fi nancial statements, 546– 550, 547, 548, 549 fi nancial strategy, 183 fi nished goods inventory, 591 694 fi rst-line management change and, 294 defi ned, 15 functions of, 20, 21 in hierarchy, 14, 16 fi xed costs, 558 fi xed-position layout, 582, 583 Flash Creative Management, 338 Fleming, Peter C., 420 flexibility motivation and, 425 in organizational design, 266 teams and, 482 flexible budgeting, 557 flexible manufacturing systems (FMS), 273, 584 flextime, 425, 540 FMS (flexible manufacturing systems), 273, 584 focus-leadership strategy, 182 Follett, Mary Parker, 41, 43, 44 force-field analysis, 303, 303 Ford, Bill, 59– 60 Ford, Henry, 59, 80, 95, 559 Ford Motor Company confl ict management, 488– 489 Deming speaking to, 110 design control at, 588 management theories at, 59 vision, mission, and values, 112 forecasting, 168, 169, 330– 331 See also budgets foreign affi liates, 606 foreign management See international management For Love of the Game (fi lm), 430 formal communication channels, 371, 371–374 formal communication networks, 374 formal organization, 226– 227, 251 formal teams, 467 forming stage, 478– 479, 479 Fornell, Claes, 98 Fortune Brands, 180 Fortune magazine, 428 Foster Wheeler Energy Fakop, 624 Franklin, Benjamin, 78 free-rein style, 446, 447 free riders, 483 French, Brenda, 577 French Rags, 577, 578 Index Frey, Robert, 116 fringe groups, 253, 253 Frito-Lay cultural festival, 146 HR management, 357 life cycle of, 270–272 strategy, 181, 183 teams, 472 Frost, Peter J., 67 FTC (Federal Trade Commission), Fuller, Bonnie, 656– 657 functional authority, 239– 240, 240, 276, 277 functional confl ict, 485 functional defi nition, 236 functional departmentalization, 233 functional information, 502 functional-level strategy, 175, 183 functional managers, 15–17 functional similarity, 233 functional structure, 273– 274, 274 Functions of the Executive, The (Barnard), 41 funnel approach, 198, 199 Furst, Robert, 245 G Gabarro, John J., 381 Galvin, Chris, 263 Galvin, Paul, 263 Galvin, Robert, 263 Galvin Manufacturing Corporation, 263 Gamble, James, 35 game theory, 217 Gantt, Henry L., 39, 594 Gantt charts, 594, 594 Garcia, Frank, 53 Gartner Dataquest, 507 Gartner Group Inc., 519 Gassée, Jean-Louis, 221 Gates, Bill, 72, 191, 191– 192, 195, 221, 281, 333, 392 Gates, Melinda, 72 Gates, William H., Sr., 72 Gault, Stanley, 483 GB Tech, 477, 478 GDSSs (group decision support systems), 514 Gebler, David, 70 Gehl, Mike, 92 Gellerman, Saul W., 68, 75, 76 Gendron, George, 655 Genentech, 414 General Electric (GE) decision making, 208 international management, 621– 622, 624 manufacturing system, 585 materials and supplies, 138 restructuring, 227 revolutionary change at, 292–293 social responsibility and, 81, 86 strategy, 180 general managers, 15 General Mills, 514 General Motors (GM) DFM/A at, 580–581 divisional structure, 276 early retirement, 348 market share, 560 Oldsmobile Division, 461 resources, 137, 138 strategy, 183 General Reinsurance, 217 genetic screening, 327 geographical departmentalization, 233, 234 geographic divisions, 275 Gerstner, Louis V., Jr., 25, 188, 295 Ghoshal, Sumantra, 39 gift giving, international, 625, 626 Gilbreth, Frank, 39 Gilbreth, Lillian, 39 Gillette, 49 Gioia, 27 Giuliani, Rudolph, 456 Glass Ceiling Commission, 325 glass ceilings and glass walls, 209, 324–325 Global Information Solutions (AT&T), 414– 415, 419, 471 global management See international management global structures, 618– 620, 619, 620 GM See General Motors GNL (Guardian Newspapers Limited), 420 goals of communication, 380 defi ned, effective, 156 long-term vs short-term, 155 mission and, 159 organizing and, 229–231 plans, objectives, and, 158 stretch, 156 unified hierarchy of, 162– 164, 164 See also objectives goal-setting theory, 414– 415 Golden Rule, 76 Goodnight, Jim, 391–392, 417 Goodyear, 483 Google, 465– 466, 475 government regulation, 83– 85, 605 grand strategies, 179–180 grapevine, 374–377, 375, 376 grassroots budgeting, 556 Great Place to Work Trust Index, 428 Green, William D., 160 Greenlaugh, Leonard, 646 Greenleaf, Robert, 435 green products, 83 Greiner, Larry, 295–296 Grid International, 449– 450 grievance processing, 328 Griffi n, Scott, 499 Grimpen Advertising, 244 group decision making, 210– 214, 367 group decision support systems (GDSSs), 514 groups See teams groupthink, 213 groupware, 514–515, 516 growth phases, 295–296, 296 Growth-Share Matrix, BCG, 180–181 growth strategy, 179 GTO Inc., 403– 404 Guardian Newspapers Limited (GNL), 420 Gutierrez, Carlos Miguel, 622 H Haas, Robert D., 78 Hair Connection, The, 244 Hammer, Michael, 52, 56, 108–109, 299, 642 Hanson, Kristine R., 64– 65, 70, 77 “Harassment Prevention Program,” 324 Harbour, Ron, 105 Harley-Davidson, 455, 613 Harrah’s, 527–528, 529–530, 538, 539 Hassan, Fred, 622 Hastings, Reed, 193 Hatch, David, 643 Hawes, Cindy, 213 Hawker de Havilland, 515 Index Heil, Gary, 44 Henderson, Verne E., 67 Henkel Consumer Cosmetics, 285 Herbert, Mary, 650 Herman, Alexis M., 323 heroes and culture, 284–285 Hersey, Paul, 454 Herzberg, Frederick, 423 Heskett, James, 288, 437– 438 Hewlett, Syliva Ann, 11 Hewlett-Packard (HP), 265, 590–591, 651 Hicks, Jennifer Olson, 429 hierarchy of needs, 44, 398– 401, 399, 401 hierarchy of relationships, 236–237 high achievers, 405 high skills strategy, 607 Highsmith, Duncan, 352 Highsmith Company, 352 Higuchi, Yukio, 609 history of management, 37 Hodgetts, Richard, 424 Hoffman, Lou, 235 Hoffman Agency, 235 Hofstede, Geert, 627 Holland, Kimberly, 206–207, 214 Hollander, Dorry, 652 Homer, 634 Honda, 264, 621 Honeycutt, Rob, 188 Honeywell International, 208 horizontal communication channels, 372, 373 horizontal integration, 179 horizontal job loading, 422 horizontal structure, 236, 267, 278, 279 horizontal teams, 467– 468, 468 House, Robert, 451– 452 Howard, David M., 245 HP (Hewlett-Packard), 265, 590–591, 651 human asset accounting, 563 human relations and controls, 543 human resource controls, 545, 545–546, 562–564 human resource inventory, 329–330, 331, 332 human resource management See staffi ng human resource managers, 17, 317, 356–357 human resources in strategy implementation, 178–179 695 human resources policy, 161 human resources strategy, 183 Human Side of Enterprise (McGregor), 44 human skills, 25 Hunt, Christopher B., 85 Hurricane Katrina, 143–144 Huy, Quy Nguyen, 15 hygiene factors, 402, 403 I “I” approach, 445 IBM (International Business Machines Corporation) culture, 289 Gerstner at, 25 Lotus Development Corporation and, 514 MS-DOS and, 511 strategic planning, 188 teams, 470, 482 IFR (International Federation of Robotics), 584 illegal immigration, 443 illiteracy, 340–341, 453– 454 immigrants, 341, 443 income statement, 546, 548, 548–549 independent work teams, 473– 474 in-depth interviews, 336–338 India and BPO, 231 indirectly interactive forces, 141–144 Indiveri, Michael, 265 individualism vs collectivism, 625 individuals, treating people as, 417– 418 Industrial Revolution, 36, 37–38, 648 influence, 434 informal communication channels, 374–377, 375, 376 informal organization, 250– 255, 251, 252, 253 information, 172, 361, 500– 501 informational roles, 22, 22 information resources, 137 information systems (IS), 498–525 overview, 500–503 case studies, 499–500, 523–525 computerized information systems (CIS), 507–515, 509 management information systems (MIS), 47, 504– 507, 506 managing, 515–520 in strategy implementation, 179 information technology (IT), 66, 500, 517–519 INFORMS (Institute for Operations Research and the Management Sciences), 46 infrastructure resources, 137 initiative, Fayol on, 42 input-outcome ratios, 413– 414 inspections, 597 Institute for Operations Research and the Management Sciences (INFORMS), 46 instrumental behavior, 452 Integra Financial, 441 integrated motivation model, 396 integration and learning perspective, 369 integration of controls, 539 integration strategy, 179 Intel, 414, 633 intellectual capital, 133–134, 316 intent of communications, 380 interaction chart, 252, 252 interactionist view of team confl ict, 485, 485 interests of organization vs individual, 42 internal audits, 553–554 internal customers, internal environment changes and, 290 core competencies, 133– 134, 173 decision making and, 205– 208 defi ned, 132 ethical conduct and, 67– 68 leadership as, 135–136 mission, 109, 132–133, 475, 543 organizational culture and climate as, 134–135 organizational structure as, 136 planning and, 18 quality, influences on, 119–120 resources, 136–138 vision, 109, 133 See also environments; organizational culture international divisions, 618, 618 International Federation of Robotics (IFR), 584 international management, 602– 631 overview, 604– 605 bird flu in Vietnam, 565 Boeing 787 Dreamliner, 500, 502, 502 business process outsourcing (BPO) in India, 231 China’s Haier Group, 603 communication, 612, 624– 625 controlling, 627– 629 defi ned, 605 environments, 607– 612, 608 IT outsourcing, 518 Japan’s lifetime employment, 348 Japan’s Ministry of International Trade and Industry (MITI), 55 leading, 623– 627 managers and global challenges, 11–13 Mercedes-Benz in Alabama, 171 multinational corporations, 605– 607 organizing, 615– 620, 617, 618, 619, 620 planning, 612– 615 Puma, 203 staffi ng, 621– 623 See also outsourcing International Telementor Center (ITC), 651 International Women’s Day, 160 Internet and electronic commerce Amazon.com and, 149– 150 blogs, 471 breakthrough business models and, 195 communication over the Internet, 365, 366, 366 customer relationship management and, databases on, 510 delivery systems and, 585– 586 electronic commerce ethics, 66 e-mail, 322–323, 377, 378 696 Internet and electronic commerce (continued ) history of business applications, 508 inventory control and Web ordering, 591 MIS and, 504 netiquette, 377, 378 as network, 512 personalization and, 418, 418 process-oriented change and, 291 SRM and, 589 as technological force, 143 training, Internet-based, 341 web conferencing, 516 See also technology Internet literacy, 104 interpersonal communication, 365–370 interpersonal roles, 21, 22 interviewing, 335, 335–338, 337, 349 intranets, 417 intrapreneurs, 112 intrapreneurship, 424– 425 intuitive decision model, 208 inventory, defi nition and types of, 590, 590–591 inventory control, 561, 561– 562, 590, 590–594 investment centers, 554 involuntary separations, 347–348 IS See information systems Isdell, E Neville, 622 ISO 9000 standards, 614 IT (information technology), 66, 500, 517–519 J J D Power and Associates, 373–374 Jackson, Darren, 14 JAN (Job Accommodation Network), 320–321 Japan, 51–52, 55, 56, 348, 605 jargon, 368 Jet Blue, 182 JIT (just-in-time) inventory systems, 114, 217, 561– 562, 593–594 Job Accommodation Network (JAN), 320–321 job analysis, 328–329 job depth, 422 job description, 329, 330 Index job enlargement, 422 job evaluation, 350–351, 351 job redesign, 341, 422– 423 job rotation, 341, 422– 423 job scope, 422 job sharing, 425 job specification, 329, 331 Johnson, Robert Wood, II, 63, 247 Johnson & Johnson authority, 238, 240 change, 292 decentralization, 247 departmentalization, 234 divisional structure, 275 ethical values, 63– 64 international management, 606– 607, 620 Live for Life program, 657 women and minorities at, 325 Juran, Joseph M., 55, 56, 97, 107 just-in-time (JIT) inventory systems, 114, 217, 561– 562, 593–594 K kaizen, 51–52, 56 kanban system See just-intime (JIT) inventory systems Kang Yun Je, 382 Katz, Robert, 23 Kauffman, Stuart, 36 Kawachiya Shuhan Co., 609 Kawasaki Heavy Industries Ltd., 515 Kellam, Larry, 35 Kelleher, Herb, 25, 153, 281, 284 Kelly, Gary, 154 Kelly, James, 72 Kennedy, Joyce, Lain, 650 Kennedy, Marilyn M., 347 Kenney, Charles C., 379 Kepner, Charles, 198 Kiechel, Walter, 647 King, Rollin, 153 Kleiman, Carol, 435 Kleinfeld, Klaus, 472 Knisely, Gary, 643 knockoffs, 365 knowledge management (KM), 134, 134, 503, 504, 504 Kodak, 581 Kohn, Stephen M., 84 Kolbe, Chris, 32, 60– 61 Kopper, Michael J., 245 Korenblat, Ashley, 259 Kotter, John, 9, 288, 362, 437– 444, 636, 642 Kowaleski, Tom, 374 KPMG, 137 Kram, Kathy, 634 Kuratko, Donald, 424 L L M Ericsson Corporation, 276–277 labor force, 141, 323– 324, 537 See also diversity Lafley, A G., 35 Landraff, Richard, 488– 489 Lanese, Lory, 633, 634 Langton, Nancy, 436 languages, 612 LANs (local area networks), 512 La Porta, John, 515 large batch technology, 272, 272–273 Larsen, Ralph, 247, 606– 607 Lawler, Edward, 466 Lay, Herman W., 271 Lay, Kenneth, 84, 534 layoffs, 348–349 LCD panels, 612 leader-member relations, 450, 451 leadership, 432– 463 overview, 434– 435 case studies, 433– 434, 461– 463 challenges facing, 454– 456 controlling and, 530 decision making and, 194 defi ned, improving, 456– 458 informal organization and, 252 as internal environment, 135–136 international management, 623– 627 as management function, 19 management vs., 437– 441, 440 need for, 9–10 power and, 442– 444 as role, 21 in strategy implementation, 178 styles of, 444– 450 theories of situational leadership, 450– 454 traits, skills, and behaviors of, 435– 437, 438– 439, 452– 453 Leadership Grid ®, 448– 450, 449 leaders position power, 450, 451 Lean Manufacturing, 53, 593 learning organizations, 36 See also organizational learning Lee Kun Hee, 382 legal environment appraisals and, 346 of ethics, 73–75, 75 international, 608, 609 staffi ng and, 318–323, 319 legal/ethical behavior model, 75 legal/political forces, 142 legitimate power, 242, 442 levels of management functions and, 20–21 management hierarchy, 13–17, 14 skills and, 25–26 typical titles in, 16 See also fi rst-line management; middle management; top management Levitt, Arthur, 67 Lewin, Kurt, 302, 303 Lexus, 182 LG Electronics (LGE), 55, 612 LG.Philips, 612 liabilities, 546 liaison role, 21 life cycle of an organization, 270–272, 271 life-cycle theory, 454 lifelong learning, 647– 648 lifetime employability, 635 Liker, Jeffrey K., 100 limiting factors, 199–200 linear programming, 170 line authority, 238, 239 line departments, 240–241 Linton, Michael, 14 liquidity ratios, 550 listening actively, 381 literacy, 340–341, 453– 454 lobbying, 144–145 local area networks (LANs), 512 Lockheed Martin, 467, 481 Logue, Courtland L., 316 Lokey, Lorry, 316 Lonely Planet, 150–151, 310–311 Longenecker, Clinton, 27 Lord, Ellen, 367, 479– 480 Lorenzo’s Oil (fi lm), 524 Lotus Development Corporation, 514 Index Loveman, Gary, 527–528, 530, 538, 539, 545 loyalty, 67, 658 Lubber, Mindy, 80 Lyondell Petrochemical, 437 M machine-based training, 341 machinery and equipment, 137–138 Macromedia, 471 Madsen, Peter, 70 Maguire, Paul, 243 Maier, Norman, 205 maintenance factors, 402 Malcolm Baldridge National Quality Award, 115 management, defi ned, management audits, 564 management by objectives (MBO), 169–170, 344 management by reaction, 295 management hierarchy, 13– 14, 14, 16 management information systems (MIS), 47, 504– 507, 506, 515–520, 545 See also information systems (IS) management science (MS), 45– 46 management theory See theories of management Managerial Reality (Hollander), 652 managers, 2–33 overview, 4–5 case studies, 3, 31–33 change and, 293–294 communication and, 379 culture, role in, 286–287 customers, need to please, 6– diversity, valuing, 10–11 environments and, 144–146 ethics and, 10 evaluation of, 27–28 functional, 15–17 functions of, 17–21, 23 global challenges, coping with, 11–13 informal organization and, 254, 255 leadership and, 9–10, 456– 458 levels of management, 13– 17, 20–21 motivation and, 400– 401, 403– 404, 405– 406, 410, 412– 413, 414 697 myths and realities, 26–27 organizational need for, 5– planning and, 168, 174 roles of, 21–23 skills required of, 23–26 “Manager’s Job: Folklore and Fact, The” (Mintzberg), 26–27 Manchester Partners International, 27–28 Mandatory Retirement Act, 319 Mantle, Mickey, 444 manufacturing resource planning (MRPII), 593 Marathon Oil, 80 marketing controls, 544, 545, 559–562 marketing managers, 17 marketing ratios, 560 marketing research, 559 marketing strategy, 183 Marquez, Theresa, 92 married couples in the workplace, 333 Marriott Hotels, 374, 455 Mars, Forrest, 284 Mars, Inc., 284 Mary Kay Cosmetics, 285 masculine vs feminine societies, 627 Maslow, Abraham, 44, 398, 407, 408 Maslow on Management (Stephens and Heil), 44 mass production technology, 272, 272–273 Master Industries, 468 master schedules, 587, 587, 592 material culture, 610 materials and supplies, 138 materials control, 588–590 materials requirement planning (MRP), 592–593 matrix structure, 276–278, 277 Matsushita, 264 Mattel USA, 419 mature workers, 478, 536, 537 maturity stage, 271, 271–272 maturity theory, 416– 417 maximizing decisions, 205 Mayo, Elton, 44 MBI Distributing, Inc., 80 MBO (management by objectives), 169–170, 344 McCann, Ellen, 413 McCormick, Karen, 449– 450 McDonald’s core values, 133 culture, 281 environmental responsibility and, 83 international management, 604, 613 strategy, 182 test-marketing, 560 McGrath, Judy, 13 McGregor, Douglas, 44– 45, 415 McInnes, Harold, 454 McKelvey, Andrew, 315–316 McKnight, William, 424– 425 McNerney, W James, Jr (Jim), 499 measurement of performance, 114–115, 532–533 See also performance appraisal mechanistic structure, 267, 267–268, 273, 273 Medco, 217 mediators, 328 medium, 361, 380–381, 382 MEECO Inc., 53 meetingware, 514–515, 516 Mensching, James R., 507 mentors, 342, 633, 650– 652 Mercedes-Benz, 171 See also DaimlerChrysler Merck, 217 mergers and synergy, 49 Merlin Metalworks, 259 Merrill Lynch, 245 message, defi ned, 361 Metamor Enterprise Solutions, 484 Metcalf, Henry, 39 Metcalfe’s Law, 512 metric system in Britain, 143 Microsoft culture, 281 decision making, 191–192, 195, 221 married couples at, 333 teams, 476– 477 middle management change and, 294 defi ned, 14–15 functions of, 20, 21 in hierarchy, 14, 16 information needs, 503 quality and productivity, commitment to, 113–115 midlife stage, 271, 271 Mid-States Technical Staffi ng Services, 412– 413 Miles, Raymond, 181 Millennium Initiative, The, 87 minorities See diversity Mintzberg, Henry, 21, 26, 362 MIS See management information systems mission controls and, 543 defi ned, 132–133 quality and, 109 teams and, 475 mission statements, 132–133, 154–155 Mitchell, Chuck, 403– 404 Mitchell, Terrence, 451– 452 Mitchell, Vance F., 67 Mitsubishi Heavy Industries Ltd., 515 mixed costs, 558 Mobil Corporation, 620 mommy tracks, 347 monitor role, 22 Monsanto, 422 Monster Worldwide, Inc., 315–316 Moore, Geoffrey, 518 Moore, Suzanne Rinfret, 362–363 morale, 392 morality, 65– 66 See also ethics Moran, Richard, 642 motivation, 390– 430 overview, 392–394 case studies, 391– 392, 428– 430 content theories, 397– 408 managing for, 417– 425 models of, 394–396, 395, 397 philosophy of management, building, 415– 417 process theories, 408– 415 motivation factors, 402– 403, 403 Motorola change, 291, 292, 301 international management, 307, 627 organizational design, 263, 264, 268 quality at, 107, 115–116 Six Sigma program, 532, 571 teams, 494 Moussaoui, Zacarias, 84 Mouton, Jane S., 448 movies Mile, 33 Apollo 13, 125, 495 Babe, 260 Backdraft, 311–312 698 movies (continued) Back to the Future, Part II, 61 Blue Crush, 151 The Bourne Identity, 189 Bowfi nger, 357 Casino, 572–573 Dr Seuss’ How the Grinch Stole Christmas, 222 Emperor’s Club, 92–93 For Love of the Game, 430 Lorenzo’s Oil, 524 Patch Adams, 388 U-571, 463 MRPII (manufacturing resource planning), 593 MTV Networks, 13 Mueller, Robert, 84 Mulcahy, Anne, 201 Muller, Paul, 429 Murray, William H., 348 mutual trust, 298 Myers, David F., 197 Myhrvold, Nathan, 476– 477 Mysliwiec, Jerry, 494 N NAFTA (North American Free Trade Agreement), 609 National Association of Working Women, 322 National Business Ethics Survey (NBES), 66 National Do Not Call registry, National Education for Assistance Dog Services (NEADS), 387– 388, 494– 495 national governments, competition and pressures from, 614 nationalism, 614 National Whistle-blower Center, 84 “Nation Online, A” (U.S Department of Commerce), 508 natural forces, 143–144 Nature of Managerial Work, The (Mintzberg), 21 NEADS (National Education for Assistance Dog Services), 387–388, 494– 495 needs, 394–396 needs theories Alderfer’s ERG theory, 407, 408 Index comparison among, 406, 408 Herzberg’s two-factor theory, 402– 404, 403 Maslow’s hierarchy, 44, 398– 401, 399, 401, 408 McClelland’s need for achievement, 404– 407 negative leadership style, 444, 445 negotiator role, 23 Neil, G., 324 Netfl ix, 193 netiquette, 377, 378 networking, 511–512, 652 network scheduling, 595, 595–596 network structure, 279–280, 280 New Rules, The (Kotter), 636 Niagara Mohawk Power, 456 Nicolas, Charles, 146 Niemeier, Charles, 197 Nike, 101, 183, 279 Nilles, Jack, 649 Nishimuro, Taizo, 570–571 noise, 370 Nokia, 266 nominal group technique, 211, 211–212 nonprogrammed decisions, 195, 196 nonverbal communication, 363–365, 364, 370 Nooyi, Indra, 456 Nord, Walter R., 67 Nordstrom, 280, 284, 285, 286, 474 norming stage, 479, 479 norms, 251, 280, 481, 481– 482 Norris, Elizabeth, 35 Norris, Olivia, 35 Nortel Networks, 264 North American Free Trade Agreement (NAFTA), 609 Northeast Utilities, 425 Northrop Grumman, 477– 478 Northwest Airlines, 181– 182 Norton, David Y., 63 Nugent, John, 490 Nynex, 466 O OAO OvtoVAZ, 124 objective quality of a decision, 205 objectives in career planning, 642– 643 defi ned, hierarchy of, 162–164, 164 in international management, 616 management by objectives (MBO), 169–170 mission and, 159 operational, 162 plans, goals, and, 158 setting, 165 superordinate, 488 tactical, 159 of teams, 475 See also goals O’Brien, Sheila, 387–388, 495 obsolescence, 640, 641, 647 Occupational Safety and Health Administration (OSHA), 564 OD (organizational development), 303–305, 304, 305 Odyssey, The (Homer), 634 offers of employment, 338 Ohio State University leadership studies, 448 Ohno, Taichi, 95, 114 Okuda, Hiroshi, 95, 96 Oldcastle Materials, 398–399 older workers, 213, 478, 536, 537 Oldsmobile, 461 Olin Industries, 472 Ollila, Jorma, 266 Olson, Andrew, 652 On the Economy of Machinery and Manufactures (Babbage), 38 on-the-job training (OJT), 341 open-book management, 110–112 open communication and change, 300 openness, 377–378 open systems, 130–132, 131 See also systems operating budgets, 557–558 operating management See fi rst-line management operating systems, 510–511 operational objectives, 162 operational plans, 160–162 operations controls, 545 operations management, 575– 600 overview, 46, 578 capacity planning, 586 controls, 588–597 design for disassembly (DfD), 581 design for manufacturing and assembly (DFM/A), 579–581, 581 facilities layout, 581–583, 582 facilities location, 586 flow of operations, 579 importance and role of, 578–579, 580 product and service design, 579 production activities planning, 586–588 technology and production processes, 583–586 operations managers, 17 operations research (OR), 46 operations strategy, 578 opportunities in career planning, 641– 642 in decision making, 197– 199 defi ned, 193 in situation analysis, 177– 178 options, in career planning, 641– 642 Oracle, 400 ORC Worldwide, 623 order, 42 organic structure, 267, 267– 268, 273, 273 Organic Valley Cooperative, 91–92 organization, defi ned, organizational climate, 135, 285–286 organizational culture, 280– 289 case studies, 310–312 change and, 301 classical school and, 39 creation of, 286–289, 287 defi ned, 134–135, 280–283 ethics and, 68– 69 of Lonely Planet, 150 manifestations of, 284–286 subcultures, 135, 288 See also external environment; motivation organizational design, 263– 280 overview, 264–268 case studies, 263, 310–312 contingency factors in, 268–273 Index structural options in, 273, 273–280 training and, 339–340 organizational development (OD), 303–305, 304, 305 organizational learning, 299 See also learning organizations organizational life cycle, 270–272, 271 organizational politics, 652– 653 organizational socialization, 644– 645 organizational systems, 208 organization chart, 236, 237 organizing and organizational structure, 224– 260 authority and, 238–241 benefits of, 229 boundaryless, 136 case studies, 225–226, 259–260 centralization vs decentralization, 247–250, 606– 607 change, structural, 291 controlling and, 529–530, 543 decision making and, 194 defi ned, 227 delegation and, 243–244 divisional structure, 274– 276, 275 five-step process, 229–237 formal organizations, 226– 227 formal structure, 136 functional structure, 273– 274, 274 informal organizations, 250–255 international management, 615– 620, 617, 618, 619, 620 as management function, 19 matrix structure, 276–278, 277 mechanistic vs organic structure, 267, 267–268, 273, 273 network structure, 279– 280, 280 planning, relationship with, 227 power and, 241–243 production implementation, planning for, 588 699 span of control and, 244– 247 in strategy implementation, 178 team structure, 278, 279 See also organizational design Organizing for High Performance (Center for Effective Organizations), 466 orientation, 338–339 Original Penguin, 32, 60– 61 OSHA (Occupational Safety and Health Administration), 564 Ostroff, Frank, 264 outside-the-box thinking, 210 outsourcing business process outsourcing (BPO) in India, 231 increased use of, 139 in IS, 517–518 planning and, 227 purchasing and, 589–590 quality and, 118 technology and, 228 Wipro and, out-status groups, 253, 253 overload, 377 Owen, Robert, 43– 44 owners and stockholders, 81, 139, 145 owner’s equity, 547 P Page, Larry, 465 Paine, Lynne Sharp, 68 Paine, William, 645 Pan Am, 138 Parker, Glenn, 477 Parkinson, Andrew, 523 Parkinson, Thomas, 124, 523–524 participation and change, 300 participative behavior, 452 Participative Management Program (PMP), 116 participative style, 446, 446– 447 partnership with suppliers, 139–140 Patagonia, 80, 110 Patch Adams (fi lm), 388 Patel, Kal, 14 patent protection, 614 path-goal theory, 451– 454 Pathlore Inc., 213 payback analysis, 214–215, 216 Payne, P L., 37 Peace, William, 436 Peale, Norman Vincent, 77 Peapod, 124–125, 523–524, 571–572 peer reviews, 441 Penguin division of Perry Ellis, 32, 60– 61 Penske, Roger, 13 people-centered change, 292 people orientation vs task orientation, 447– 450, 452 PeopleSoft, 400 Peppers, Don, 31 PepsiCo divisional structure, 275 exclusionary contracts and, 140 Frito-Lay and, 271 human resource managers, 356–357 international management, 604 leadership, 453, 456 South Africa and, 142 perceived power, 242 perceptions, 370, 396, 486 perfect knowledge, 203–204 performance appraisal, 342– 346, 343, 345, 563–564 See also measurement of performance performance-reward link, 409 performing stage, 479, 479– 480 perks, 352, 622– 623 Perry Ellis International, 32, 60– 61 personalization, 418, 418 personnel manager, defi ned, 317 See also staffi ng; entries at human resource PERT (program evaluation and review technique), 595–596 pervasiveness and depth, 289 Peters, Lawrence H., 346 Peters, Thomas J., 56, 198, 281, 420, 652 Peterson, Donald E., 110 PetSmart, 101 P.F Chang’s, 259–260, 429– 430, 462 Pfeffer, Jeffrey, 392 Pfeiffer, Eckhard, 622 P&G See Procter & Gamble Phatak, Arvind, 606 philanthropy, 80– 81 Philip Morris, 179 Philips N.V., 610 philosophy of management, 415– 417 physical environment, 286 physical exams, 338 Pilot Corporation, 621 Pinkerton Consulting and Investigations, 71 Piquette Project, 60 Pizza Hut, 214 planned change, 295, 297, 297–298 planning, 152–189 barriers to, 171–172 basic process, 165, 165– 168, 166 capacity planning, 586 career planning, 636– 644 case studies, 153–154, 188–189 controlling and, 529 decision making and, 194 defi ned, 154–157 effective, 168–169 human resource planning, 328–331, 329 international management, 612– 615 as management function, 18–19 operations planning, 579– 588 organizing and, 227–231 types of, 157–165 See also strategic planning planning departments, 172 plans contingency, 164–165 defi ned, 155–156 goals, objectives, and, 158 operational, 160–162 strategic, 157–158 tactical, 158–159 PMP (Participative Management Program), 116 Podursky, Michael, 635 policies advantages and requirements for, 163 for corrective action, 534– 535 privacy, 162 as standing plans, 161 political environment, international, 607– 609, 608 political instability, 613 politics, organizational, 652– 653 pollution See environmental responsibilities Porras, Jerry, 287 Porter, Michael, 182 700 portfolio strategy, 180–181 position power, 242 positive leadership style, 444, 445 positive reinforcement, 411 postperformance controls, 537–538 power career management and, 652– 653 defi ned, 241–242 informal organization and, 251 leadership and, 442– 444 in needs theory, 404– 405 sources of, 242, 242–243 power-motivated person, 405 Power of Ethical Management (Blanchard and Peale), 77 power-realignment costs, 483 preconceived notions, 369– 370 predisposed decision model, 209 Pregnancy Discrimination Act (1978), 319 pre-international division phase, 617 preliminary controls, 535 preliminary interviews, 335– 336 Premji, Azim H., 7, 13 pressures from national governments, 614 prevention controls, 535 Price, Bob, 243 Priceline.com, 195 PricewaterhouseCoopers, 642, 643 primary groups, 253, 253 principle, statements of, 284 priority setting, 209, 474 Pritchett, Price, 507 privacy, 327, 513 Privacy Act (1974), 319 privacy policy, 162 proactive approach, 80– 81 problem solving, 193, 197– 199 See also decision making procedures, 161, 163, 534– 535 process control sampling, 597 processes, organizational, 281 process improvement teams, 113 process layout, 582, 583 process-oriented change, 291, 292 Index process teams, 471– 472 process theories equity theory, 413, 413– 414 expectancy theory, 408– 410, 409 goal-setting theory, 414– 415 reinforcement theory, 411, 411– 413 Procter, William, 35 Procter & Gamble (P&G) culture, 280 decision making, 217 Gillette merger, 49 management theories and, 35–36 quality of employees, 282 reward system, 422 producibility, 580 product control, 596–597 product departmentalization, 233, 234 product design planning, 579 product development teams, 469– 470 product group structure, 619– 620 production processes See operations management production strategy, 183 productivity overview, 104–105 commitment to, 106–107 controlling and, 532 internal and external influences on, 119–121 operations management and, 588 quality and profitability linked to, 105, 106 teams and, 481, 481– 482, 483 See also quality product layout, 582, 583 profitability, 105, 106, 265, 365 profitability ratios, 550–551 profit budgets, 558 profit centers, 554 program evaluation and review technique (PERT), 595–596 programmed decisions, 194, 196 programming, linear, 170 programs, 160, 163 project-based work, 636 project improvement teams, 113–114 project teams, 470 Pro-Line Corporation, 183 promotions, 346 Pronk, Roxanne, 260 prospector strategy, 181 protected groups, 320– 321 Prudential Insurance Company, 420 psychological contract, 644– 645 Published Image, 474, 482 Puma, 203 punctuality, 345 punishment, 412 purchasing, 588–590 quality of work life (QWL), 392, 393 quality school, 51–57 quality teams, 470– 471 quantitative decision-making techniques, 214–217, 215, 216 quantitative school, 45– 47 “question marks,” 180 queuing models, 216–217 Quick Copy, 214–215 quotas, 561, 609 QWL (quality of work life), 392, 393 Q R QA (quality assurance) systems, 532 QFD (quality function deployment), 98–101 Quaker Oats, 357 qualification testing, 597 quality, 94–125 overview, 96–97 business process reengineering (BPR) approaches, 108–109 case studies, 95–96, 123– 125 commitments to, 106–107, 109–118 controlling, 532 cost-effective, 103–104 customer satisfaction and, 6, 7, 97–98, 98 defi nitions, DFM/A and, 580–581 improving, 106–118 internal and external influences on, 119–121 Lean Manufacturing and, 53 operations management and, 588 productivity and profitability linked to, 105, 106 QFD approach, 98–101 at Samsung, 382 TQM approach, 101–103, 102 quality assurance (QA) systems, 532 quality audits, 114 quality circles, 115, 470– 471, 473 quality control audits, 114 quality function deployment (QFD), 98–101 quality improvement teams, 113 race See discrimination; diversity Radford, G S., 56 radiofrequency identification technology (RFID), 541, 542 Rainbow Printing, 486 Ralcorp Holdings, Inc., 365 Ramquist, Lars, 276–277 Ramsey, Jackson, 45– 46, 533 Randall, Des, 471 Randolph, Beth, 643– 644 rank and communication, 379 rapid response, 455 Rasic, Milé, 577 rational/logical decision model, 208 Raton, Anita, 362 Rau, John, 648 raw materials inventory, 590–591 Raytheon, 106, 107 R&D (research and development), 119–120 reactive approach, 80 reactor strategy, 181–182 receivers, 361, 381–383 Recreational Equipment Incorporated (REI), 613 recruiting, 332–333 reengineering business process reengineering (BPR), 108–109, 293 defi ned, 52 process-oriented change, 291 as quality management approach, 52 training and, 340 Reengineering Revolution, The (Hammer), 299 Index Reengineering the Corporation (Hammer and Champy), 52, 56 reference checks, 338 referent power, 242, 443– 444 Reflexite Corporation, 421 Rehabilitation Act (1973), 319, 320 Rehfeld, John E., 624 REI (Recreational Equipment Incorporated), 613 Reinemund, Steve, 357 reinforcement theory, 411, 411– 413 Reiss, Steven Alan, 74 reliability, 581 reorder point (ROP), 592 reorganization See organizational design; organizing and organizational structure Reputation Quotient (RQ), 78, 79 research and development (R&D), 119–120 research and development strategy, 183 resistance approach, 79– 80 Resnick-West, Susan, 343 resource-allocator role, 23 resources change and lack of, 301 culture and, 282 decision making and, 205 deployment of, 173 as internal environment, 136–138 planning and, 157 restraining forces, 303 retirees, hiring, 478 retrenchment strategy, 179– 180 Return on Customer: Creating Maximum Value from Your Scarcest Resource (Peppers and Rogers), 31 revenue budgets, 557–558 revenue centers, 554 reverse performance reviews, 437 Revised Guidelines on Employee Selection, 319 revolutionary change, 292– 293, 293 reward power, 242, 442– 443 reward system, effective, 421– 422 RFID (radiofrequency identification technology), 541, 542 701 Rider, Gill, 160 Riding the Runaway Horse (Kenney), 379 Riggio, Leonard, 149–150 Riggio, Steve, 150 risk, 204 Risk International, 441 risk managers, 528 RJR-Nabisco, 347 Robbins, Stephen, 489 robotics, 584 Rock, John, 461 Rogers, Martha, 31 roles confl icting demands, 23, 24 confl ict over, 486 defi ned, 21 of managers, 21–23, 22 of team members, 477 Rolex, 182 romances in the workplace, 333 Romano, Catherine, 656 Root, Stanley, 124 ROP (reorder point), 592 Rosen, Robert H., 111–112 Rosing, Wayne, 465– 466 Ross Controls, 118 round-robin presentations, 212 Rowley, Coleen, 84 Royal Dutch/Shell, 181 Royal Philips Electronics, 612 RQ (Reputation Quotient), 78, 79 Rubbermaid, 101 rules, 161–162, 163 rumors, 255 Russian automobile industry, 123–124 S SABRE travel reservation program, 511 salaries and wages, 350– 351 Saldich, Robert, 647 sales quotas, 561 SAMHSA (Substance Abuse and Mental Health Services Administration), 326 Samsung, 144, 382, 559, 612 Samsung Electronica Espanola SA (SESA), 382 sanctions, 254–255 Sanko, Bill, 475– 476 Santa Fe Institute (SFI), 36 Sarbanes-Oxley Act of 2002 (SOX), 74 SAS, 391–392 satellite-transmitted videoconferenences, 365 satisficing, 205 Satre, Phil, 527, 529–530 Saturn, 183 Sayles, Leonard R., 368 SBUs (strategic business units), 180, 274–275, 275 scalar chain, 42 Scanlon, Scott A., 622 scanning, 130–131 scheduling control, 594, 594–596 Schein, Edgar H., 490, 644 Schmidt, Eric, 465 Schneider National, 585–586 Schoonover, Philip, 31 Schultz, Howard, 433– 434, 441, 444 Schulze, Richard, scientific school, classical, 38– 41 scoreboarding, 110 Scott, H Lee, 129 Scott-Morgan, Peter, 135– 136, 441 seamlessness, 263, 265 Sears & Roebuck, 179–180, 264, 286 Securities and Exchange Commission (SEC), 197 security and change, 300– 301 selection, 334, 334–338 selective perception, 300 self-assessment, 638– 640, 639, 640, 641 self-improvement, 345 self-managed work teams, 473– 474 semantics, 368 Semco, 394 Semler, Ricardo, 394 senders, 361, 379– 381 Senn, Larry, 378–379 Senn-Delaney Leadership Consulting Group, 378 sensitivity, 300, 382 separations, 347–349 Sequins International, 468, 482 service design planning, 579 SESA (Samsung Electronica Espanola SA), 382 Sewell, Carl, 119 Sewell Automotive Company, 99 sexual harassment, 74, 321, 322–323 sexual orientation, 321 Sharp, Ryan, 265 Shaw, Ronald G., 621 Sheraton, 212 Sherizen, Sanford M., 348 Shewhart, Walter A., 56 Shiseido Company, 605 SHRM (Society for Human Resource Management), 333, 349 Siemens AG, 472 Siemon, George, 92 Sigler, Andrew D., 70 Silicon Graphics, 407 simulations, 215–217 Single, John L., 417 single-looped learning, 299 single-use plans, 160–161 situational leadership theories, 450– 454 situation analysis (SWOT), 177–178 Six Sigma, 532, 570–571 size of an organization, 269– 270 skills, management, 23–26 Skinner, B F., 411 slogans and culture, 284 small batch technology, 272, 272–273 Smart Valley Telecommuting Guide, 648– 649 Smith, Robert L., 646 Smithfield Foods, 179 smoothing, 487 SMS (soft manufacturing systems), 585 Snow, Charles, 181 Snyder, Gary T., 118 social audits, 87– 88 socialization, organizational, 644– 645 social responsibility, 77–92 case studies, 91–92 managing for, 85– 88 nature of, 77– 85 social system, 282 society as stakeholder, 146 Society for Human Resource Management (SHRM), 333, 349 sociocultural environment international, 608, 610– 612 staffi ng and, 323, 323– 327 sociocultural forces, 142 soft manufacturing systems (SMS), 585 Solomon, Robert C., 64– 65, 70, 77 Sonnenberg, Frank, 316 702 Sonoco Products Company, 116 Sony, 612 sources and uses of funds statement, 549, 549–550 South Africa, 142 Southwest Airlines culture, 280, 281, 284, 289 customer satisfaction, 25 layoffs avoided by, 349 mission statement, 154 motivation, 392 planning, 155, 160 strategy and tactics, 153– 154, 157, 159, 175, 182 SOX (Sarbanes-Oxley Act of 2002), 74 span of control centralization and, 249– 250 communication and, 378 defi ned, 236 proper choice of, 247 wide vs narrow, 244–246, 246 SPC (statistical process control), 56, 115 specialization of labor, 231– 233, 232 Spectrum Associates, 490 Spencer, Herbert, 36 spokesperson role, 22 sponsors, 650, 659 Spragins, Ellen, 372 Springfield ReManufacturing Corporation, 112 SQC (statistical quality control), 56, 115 SRM (supplier relationship management), 589 stability strategy, 180 Stack, Jack, 112 staff authority, 239, 239 staff departments, 240–241 staffi ng, 314–357 overview, 316 case studies, 315–316, 355–357 compensation, 349–352, 622– 623, 623 controlling and, 530 decision making and, 194 employment decision implementation, 346–349 human resources planning, 328–331 international management, 607, 621– 623 Japan’s lifetime employment system, 348 legal environment of, 318– 323 Index as management function, 19 orientation, 338–339 performance appraisal, 342–346 process of, 317–318 recruitment, 332–333 responsibility for, 317 selection, 334, 334–338 sociocultural environment of, 323–327 stability of tenure, 42 training and development, 339–342 unions and, 327–328 See also entries at human resource Stahl, Stephanie, 76 stakeholders, 78, 81– 83, 145–146 Stake in the Outcome, A (Stack and Burlingham), 112 Stallone, Tony, 124, 125 standard cost centers, 554 standards, 528, 530–533, 614 standing plans, 161 Staples, 248 Starbucks Coffee Company, 209, 264, 433– 434, 441 Stark Statue, The, 91 “stars,” 180 statistical analysis, 562–563 See also fi nancial ratios statistical process control (SPC), 56, 115 statistical quality control (SQC), 56, 115 status and communication, 379 Stead, Jere, 414– 415, 419 Stephens, Deborah C., 44 stereotypes, 370 stockage, 561–562 stockholders See owners and stockholders stockholders’ equity, 547 stockless system See justin-time (JIT) inventory systems Stone, Florence, 651 stories and culture, 284 storming stage, 479, 479 strategic business units (SBUs), 180, 274–275, 275 strategic management, 172– 173 strategic planning case studies, 153–154, 188–189 defi ned, 157–158 elements of, 173–174 formulation by level, 179– 183 formulation vs implementation, 174 international, 612– 613 operations strategy, 578 organizational design and, 268, 269 process of, 175–179, 176 responsibility for, 174 strategic management vs., 172–173 strategies adaptive, 181–182 changing, 291 for confl ict management, 487– 489 defi ned, 157 effective, 156 grand, 179–180 levels of, 174–175, 175, 179–183 for organizational development, 304, 305 portfolio, 180–181 for recruiting, 332–333 strategy formulation, 174 strategy implementation, 174 Strauss, George, 368 stress, 654– 657, 655 stretch goals, 156 structure See organizing and organizational structure Study of Retention Practices (SHRM), 349 style, managerial, 208–210, 444– 450 subcultures, 135, 288 subordinates decision making and, 205– 207 personal characteristics of, 453 in Theory X and Theory Y, 415 See also employees Substance Abuse and Mental Health Services Administration (SAMHSA), 326 subsystem controls, 544–546 Sullivan, Scott D., 197, 554 Supercuts, 183 superiors and decision making, 205 superordinate objectives, 488 supplier relationship management (SRM), 589 suppliers close connections with, 118 as directly interactive forces, 139–140 responsibilities to, 83, 146 supplies and materials, 138 supply-chain management, 591 support, providing, 419 supportive behavior, 452 surveys, customer response, 116, 117 surveys of employees, 541, 564 sustainable communities, 85 Sweet Ridge Organic Dairy, 92 SWOT (situation analysis), 177–178 symbols and culture, 285 symptoms, 198 synchronized commerce, 225 synergy, 49, 173–174, 482 Syngenta, 472 systems defi ned, 47– 48 organizations as open systems, 130–132, 131 quality and, 119 systems school, 48– 49 systems theory, 47–50, 48 See also information systems (IS) T Taco Bell, 473 tactical objectives, 159 tactical plans, 158–159 tactics, 157 Target, 182 tariffs, 609 task forces, 468 task orientation vs people orientation, 447– 450, 452 task structure, 450, 451 Taylor, Frederick W., 38–39 Taylor, Jeff, 315 TCO (Total Cost of Ownership) Life-cycle model, 519, 520 TCP/IP, 512 teams, 464– 495 overview and defi nition of, 466– 467 case studies, 465– 466, 494– 495 characteristics of effective teams, 467 communication in, 366– 368 compensation issues, 484 confl ict in, 484– 490 design control and, 588 Index effectiveness, measuring, 482– 484 establishing organization of, 474– 478, 475 independence of, 472– 474 internal processes, 478– 482 leadership and, 441 meetingware and, 515 for quality improvement, 113–114, 115 types of, 467– 469, 468 uses of, 469, 469– 472 See also group decision making team structure, 278, 279 team-training costs, 483 technical skills, 23–25, 66 technological environment, international, 608, 612 technological forces, 142–143 technology CAD, CAE, and CAM, 508, 577, 584 collaboration and, 294, 294 communication and, 365, 366, 366 computer monitoring of employee performance, 344 controls and, 543 culture and, 283 customer relationship management (CRM), database applications, 170 defi ned, 24, 272 disaster recovery, 457, 457 electronic noise, 379 e-mail, 322–323 enterprise resource planning (ERS) systems, 52, 54, 54 formal communication networks, 374 intranets, 417 knowledge management (KM), 134, 134 literacy in, 104 organizational structure and, 272, 272–273 outsourcing and, 228 production processes and, 583–586 RFID, 541, 541 video interviews, 335, 335 virtual teams, 470 See also information systems (IS); Internet and electronic commerce Technology Leadership 9000 (TL9000), 382 703 telecommuting, 648– 649 telemarketing, Telephone Marketing Programs (TMP), 315 telework, 649, 649– 650 Tenet Healthcare Corporation, 91 Tesoro Corp., 80 test-marketing, 559–560 tests in selection process, 336 Texas Instruments, 217, 483 Textron, 367, 479– 480 theories of management, 34– 61 overview, 36 behavioral school, 43– 45 case studies, 35, 59– 61 classical, 37– 43 complexity theory, 35– 36 contingency school, 50–51 defi nition of theory, 37 history of, 37 quality school, 51–57 quantitative school, 45– 47 systems school, 47–50 time line of, 38 “Theory of Human Motivation, A” (Maslow), 44 Theory of Social and Economic Organizations (Weber), 41– 42 Theory X and Theory Y, 44, 415, 416 “they” approach, 447 Thomas, David, 369 Thompson, Robert M., 398– 399, 404, 414, 415 Thompson-McCully Company, 398–399, 404, 415 Thomson, S A., 628 threats, 177–178 three-step approach, 302 Tighe, Jim, 213 Timbuk2, 188–189, 221–222 time, cross-cultural perspectives on, 627 TIME Magazine, 84 timing of communications, 377, 381 timing of decisions, 209 Tindell, Kip, 428 Title I, Civil Rights Act (1968), 319 Title VI, Civil Rights Act (1964), 319 Title VII, Civil Rights Act (1964), 319, 321, 322 TMP (Telephone Marketing Programs), 315 Tony Lama Company, 423 top-down budgeting, 556 top management centralization and, 247– 248 change and, 293 defi ned, 14 ethical behavior and, 68– 69 executive compensation, 352 functions of, 20, 20–21 in hierarchy, 14, 16 information needs, 503 quality and productivity, commitment to, 109–113 social responsibility and, 85– 87 Toshiba, 570–571 Total Cost of Ownership (TCO) Life-cycle model, 519, 520 total quality control (TQC) See total quality management (TQM) total quality management (TQM), 101, 102, 103, 110 Toyoda, Kiichiro, 95 Toyota efficiency of, 105 empowerment and guiding principles, 112, 114 infrastructure resources, 137 QFD and, 99–100 Toyota Production System (TPS), 95, 114 “The Toyota Way,” 95–96, 100 TQM (total quality management), 101, 102, 103, 110 trade barriers, 609 trademark protection, 614 training overview, 339–342 “Harassment Prevention Program,” 324 in IS, 517 standards and, 563 teams and, 475– 476, 483 Training for the Next Economy (ASTD), 339 transactional processing, 511 transfers, 347 transformational leaders, 439 Treacy, Michael, 101 Tregoe, Benjamin, 198 Tremmel, Klaus, 610 Trent, Harry, 362 Troedsson, Hans, 565 Tronnes, David, 571 Trotman, Alexander, 489 trust, 298, 377–378, 534 tunnel vision, 209 Turk, Cynthia, 283 turnover, 562 twinning, 425 U U-571 (fi lm), 463 Umanoff & Parsons, 419 understanding, in communication, 361 unified hierarchy of goals, 162–164, 164 Union Carbide, 141–142 union environment, 327–328 union negotiations, 359 Union of Japanese Scientists and Engineers, 56 United Airlines, 48– 49 United Nations Millennium Development Goals, 87 United Parcel Service (UPS), 100–101, 225–226, 227, 581 United Technologies, 233, 234 unit production technology, 272, 272–273 unity of command, 42, 241 unity of direction, 42, 229 University of Michigan leadership studies, 448 University of Southern California (USC), 466 Unocal, 80 UPS (United Parcel Service), 100–101, 225–226, 227, 581 upward communication channels, 372, 373–374 Urich, Joe, 189 Ursprung, Cecil, 421 U.S Fair Labor Standards Act (1938), 350 V value-added networks (VANs), 508 values confl ict and, 486 core, 109–110, 133, 287 Enron and, 155 generational, 658 managers and, 5– personal vs organizational, 657– 658 See also organizational culture Van Flett, David, 421 van Gelder, Marc, 125, 572 704 Vanguard Info Solutions, 231 VANs (value-added networks), 508 Varga, George, 621– 622 variable costs, 558 variable inspections, 597 variance, 533 Varian Medical Systems, Inc., 118 Veda International, 174 Vegso, Kathryn A., 622 verbal communication, 362– 363 vertical integration, 179 vertical job loading, 423 vertical structure, 236, 267 vertical teams, 467, 468 vestibule training, 341 VF Corporation, 523 videoconferenences, satellitetransmitted, 365 video interviews, 335, 335 Vietnam, 565 Vietnam Era Veterans Readjustment Act (1974), 319 virtual teams, 470 visibility, organizational, 648– 650 vision, 109, 133 Vogel, Bic, 15 VoIP, 365 Volkswagen AG, 53, 585 voluntary separations, 347– 348 volunteering, 650 Volvo, 283, 423 Vroom, Victor, 206 Vroom and Yetton decision tree, 206–207, 207 W W L Gore & Associates, 477 wages and salaries, 350–351 Wagoner, Rick, 461 Index waiting line models, 216–217 Walden, John, 14 Walker Loyalty Report for Loyalty in the Workplace, 67 Wal-Mart communication, 360 core competencies, 133 culture, 284, 288–289 decision making, 194, 216 environment, responses to, 129–130 inventory control, 561–562 management information systems and, 47 motivation, 400 operational excellence and, 101 strategy, 182, 183 subcontractors, 442, 443 Walt Disney Company culture, 285, 287–288 Disney World as benchmark, 99 mission statement, 132– 133 sociocultural forces and, 142 Walton, Sam, 129, 284, 287, 360, 400, 417, 561–562 Wang, An, 379 Wang, Fred, 379 Wang Laboratories, 379 WANs (wide area networks), 512 Warner, Tom, 405– 406 Warner Corporation, 406 Waterman, Robert, 281 Watkins, Sherron, 84 “we” approach, 446 web-based commerce See Internet and electronic commerce web conferencing, 516 Weber, Max, 41– 43 web logs (blogs), 471 Welch, Jack, 136, 208, 292– 293, 295, 348 Weldon, William C., 63– 64, 67, 238, 247 West, Cornel, 11 Western Electric, 44 WFD Consulting, 540 Wheeler, Maureen, 150, 310 Wheeler, Tony, 150, 310 Whirlpool, 610 whistle-blowers, 84, 657– 658 Whitaker, Tracy, 419 White, Miles, 82 WHO (World Health Organization), 565 wide area networks (WANs), 512 Wiersema, Fred, 101 Williams, Ocelia, 407 Wilson, Steve, 412– 413 Wipro Ltd., women Accenture and, 160 Deloitte & Touche and, 211, 283 glass ceilings and glass walls, 209, 324–325 in labor force, 141 mentoring and, 651– 652 mommy tracks, 347 Wood, Bob, 472 Woodward, Joan, 272, 273 WordPerfect, 373 work environment and leadership, 453 workers See employees work force, 141, 323–324, 537 See also diversity Working Values Group, 70 work-in-process inventory, 591 “Workplace Romance Survey,” 333 work planning, 345 work teams, 472 workweek, compressed, 425 WorldCom, 197, 553–554 World Health Organization (WHO), 565 World Trade Center, 457 World Wide Web See Internet written communication, 362– 363, 363 X XEL, 475– 476, 483 Xerox Corporation DfD at, 581 diversity and, 419 knowledge management, 503, 504, 504 problem solving, 201 strategy, 179–180 videoconferencing, 374 Y Yahoo!, 195 Yetton, Phillip, 206 youth stage, 271, 271 Yukl, Gary, 435, 436, 437 Z Zander, Edward J., 263, 268 Zeitz, Jochen, 201, 203 Zeneca Agricultural Products, 472 Zenith, 55 zero-based budgeting, 557 zero-inventory system See just-in-time (JIT) inventory systems Zhang Ruimin, 603 Zingarelli, David, 311 Zingerman’s Deli, 372–373 Zuboff, Shoshana, 373 Chapter Management in Action Global Applications Managing Technology Valuing Diversity Best Buy Wipro Ltd (India) Customer Relationship Management (CRM) MTV Networks (Chief Diversity Officer) Procter & Gamble (P&G) Industry/Government (Japan) Enterprise Resource Planning (ERP) Organizational Diversity Johnson & Johnson (J&J) Bill and Melinda Gates Foundation (U.S.) Electronic Commerce Ethics Abbott (social responsibility) Toyota The Toyota Way (Japan) Technologically Literate Managers Empowerment at Toyota Wal-Mart The Metric System (Great Britain) Knowledge Management (KM) Frito-Lay Cultural Festival Southwest Airlines Mercedes-Benz (U.S.) Database Accenture (women) Microsoft Puma (Germany) Breakthrough Business Models Pathlore Inc (managing older workers) UPS Vanguard Info Solutions (India) Outsourcing Hoffman Agency Motorola Nokia (Finland) Collaboration Deloitte & Touche 10 Monster Lifetime Employment (Japan) Video Interviews Harassment Prevention 11 American Airlines Samsung (South Korea) Real-Time Customer Support Racial Diversity 12 SAS Institute Semco (Brazil) Personalization GNL (diversity audit) 13 Starbucks Wal-Mart Subcontractors (U.S.) Disaster Recovery Male and Female Leadership 14 Google Siemens AG (Germany) Web Log or Blog GB Tech Inc (retired team members) 15 Boeing BP (Great Britain) Knowledge Management at Xerox Electronic Meetings 16 Harrah’s Entertainment Bird Flu (Vietnam) RFID Age Discrimination Appendix A French Rags NA NA NA Appendix B Haier NA NA NA Appendix C Intel NA NA NA Ethical Management Application Case On the Job Video Case Biz Flix Video Case Do Not Call List Circuit City Original Penguin Mile MEECO (Lean manufacturing) Ford Original Penguin Back to the Future, Part II BuildingBlocks International (1000 Challenge) Tenet Organic Valley Emperor’s Club Raytheon (quality and ethics) Russian Auto Quality Peapod Apollo 13 Cola Wars (exclusive contracts) Barnes & Noble Lonely Planet Blue Crush Employee Privacy IBM Timbuk2 The Bourne Identity WorldCom (securities fraud) Apple Inc Timbuk2 Dr Seuss’ How the Grinch Stole Christmas Enron, Merrill Lynch (payoffs and kickbacks) Merlin Metalworks P.F Chang’s Babe Hewlett-Packard (profits/layoffs) DaimlerChrysler Lonely Planet Backdraft Workplace Romances Conyers-Riverside Ford PepsiCo Bowfinger Ralcorp Holdings (imitation) Alcoa NEADS Patch Adams Oracle (pink slips) The Container Store P.F Chang’s For Love of the Game Risk International (peer reviews) Oldsmobile P.F Chang’s U-571 Metamor Enterprise Solutions (team compensation) Motorola NEADS Apollo 13 Database Marketing VF Corp Peapod Lorenzo’s Oil Enron (trust) Toshiba Peapod Casino NA NA NA NA NA NA NA NA NA NA NA NA ... practice of management Chapter explores what management is about, why it is necessary, the needs managers must address, management functions, management roles, management skills, and management. .. Chief Diversity Officer (CDO) 13 Levels of Management 13 Top Management, 14 • Middle Management, 14 • First-Line Management, 15 • Functional Managers, 15 Management Functions 17 Planning, 18 • Organizing,... Leading, 19 • Controlling, 19 Functions and the Levels of Management 20 Top Management, 20 • Middle Management, 21 • First-Line Management, 21 Management Roles 21 Interpersonal Roles, 21 • Informational