Management, 9th Edition

by John R. Schermerhorn (Ohio University)

Edition: 9th

ISBN13: 9780470078358

ISBN10: 0470078359

Format: Hardcover

Pub. Date: 2007-03-01

Publisher(s): Wiley

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Summary

Whether readers are already in the workplace or about to embark on a career, this leading text and reference will help them learn how to take better charge of their personal life and professional development. It uncovers the essentials of management as they apply within the contemporary work environment. Particular attention is paid to cultural diversity, the global economy, ethical behavior and social responsibility, and the use of technology.

Management
Introducing Management	p. 1
The Topic: Putting Progress into Practice	p. 2
Working Today	p. 4
Intellectual Capital	p. 5
Globalization	p. 6
Technology	p. 6
Diversity	p. 7
Ethics	p. 8
Careers	p. 9
Organizations in the New Workplace	p. 10
What Is an Organization?	p. 10
Organizations as Systems	p. 11
Organizational Performance	p. 11
Changing Nature of Organizations	p. 12
Managers in the New Workplace	p. 13
What Is a Manager?	p. 13
Levels of Managers	p. 13
Types of Managers	p. 14
Managerial Performance	p. 14
Changing Nature of Managerial Work	p. 15
The Management Process	p. 16
Functions of Management	p. 17
Managerial Activities and Roles	p. 19
Managerial Agendas and Networking	p. 20
Learning How to Manage	p. 20
Essential Managerial Skills	p. 21
Skill and Outcome Assessment	p. 22
Study Guide	p. 23
Study Questions Summary	p. 23
Key Terms Review	p. 24
	p. 25
Applications	p. 26
Virgin Group, Ltd.: Reaching for the Sky in a New Economy	p. 26
Team Project: Diversity Lessons "What Have We Learned?"	p. 28
Personal Management: Self Awareness	p. 28
Next Steps: Management Learning Workbook	p. 28
Management Ethics and Social Responsibility	p. 29
The Topic: Is There a Right Way to Make Money?	p. 30
What is Ethical Behavior?	p. 32
Laws, Values, and Ethical Behavior	p. 33
Alternative Views of Ethics	p. 33
Cultural Issues in Ethical Behavior	p. 34
Ethics in the Workplace	p. 35
Ethical Dilemmas at Work	p. 36
Rationalizations for Unethical Behavior	p. 37
Factors Influencing Ethical Behavior	p. 38
Maintaining High Ethical Standards	p. 40
Ethics Training	p. 41
Whistleblower Protection	p. 41
Ethical Role Models	p. 42
Codes of Ethical Conduct	p. 42
Moral Management	p. 43
Social Responsibility and Governance	p. 44
Stakeholder Issues and Analysis	p. 44
Perspectives on Corporate Social Responsibility	p. 46
Evaluating Corporate Social Performance	p. 47
Role of Corporate Governance	p. 48
Study Guide	p. 51
Study Questions Summary	p. 51
Key Terms Review	p. 51
	p. 52
Applications	p. 53
Tom's of Maine: At Tom's, "Doing Business" Means "Doing Good"	p. 53
Team Project: Cheating On Campus	p. 55
Personal Management: Individual Character	p. 56
Next Steps: Management Learning Workbook	p. 56
Management-Historical Perspectives	p. 57
The Topic: The Dawn of a New Age	p. 58
Classical Management Approaches	p. 61
Scientific Management	p. 61
Administrative Principles	p. 62
Bureaucratic Organization	p. 63
Behavioral Management Approaches	p. 64
Follett on Organizations as Communities	p. 65
The Hawthorne Studies	p. 65
Maslow's Theory of Human Needs	p. 67
McGregor'S Theory X and Theory Y	p. 68
Argyris's Theory of Adult Personality	p. 70
Modern Management Foundations	p. 70
Decision Sciences and Operations Management	p. 70
Organizations as Systems	p. 72
Contigency Thinking	p. 73
High-Performance Organizations	p. 73
Learning Organizations	p. 74
Study Guide	p. 75
Study Questions Summary	p. 75
Key Terms Review	p. 76
	p. 76
Applications	p. 77
Apple Computer, Inc.: People and Design Create Apple's Future	p. 77
Team Project: Management in Popular Culture	p. 79
Personal Management: Learning Style	p. 79
Next Steps: Management Learning Workbook	p. 80
Environment
Environment and Organizational Culture	p. 81
The Topic: Fit In or Stand Out?	p. 82
Environment and Competitive Advantage	p. 84
What Is Competitive Advantage?	p. 84
The General Environment	p. 85
Stakeholders and the Specific Environment	p. 85
Environmental Uncertainty	p. 87
Customer-Driven Organizations	p. 88
What Customers Want	p. 88
Customer Relationships	p. 88
Organizational Culture	p. 89
What Strong Cultures Do	p. 89
Levels of Organizational Culture	p. 90
Value-Based Management	p. 91
Symbolic Leadership	p. 92
Multicultural Organizations and Diversity	p. 92
Multicultural Organizations and Inclusivity	p. 94
Organizational Subcultures	p. 94
Challenges Faced By Minorities and Women	p. 96
Managing Diversity	p. 97
Study Guide	p. 99
Study Questions Summary	p. 99
Key Terms Review	p. 100
	p. 100
Applications	p. 101
Panera Bread Company: Forecasting Long-Term Trends	p. 101
Team Project: Organizational Culture Walk	p. 103
Personal Management: Diversity Maturity	p. 103
Next Steps: Management Learning Workbook	p. 104
Global Dimensions of Management	p. 105
The Topic: Down the Block and Around the World	p. 106
Management and Globalization	p. 108
International Management	p. 109
Why Companies Go International	p. 109
Forms of International Business	p. 110
International Business Environments	p. 112
Multinational Corporations	p. 114
Types of Multinational Corporations	p. 114
Pros and Cons of Multinational Corporations	p. 114
Ethical Issues for Multinational Corporations	p. 115
Culture and Global Diversity	p. 117
Cultural Intelligence	p. 117
Silent Languages of Culture	p. 118
Values and National Cultures	p. 119
Culture Insights from Project Globe	p. 121
Management Across Cultures	p. 123
Are Management Theories Universal?	p. 123
Global Organizational Learning	p. 124
Study Guide	p. 125
Study Questions Summary	p. 125
Key Terms Review	p. 126
	p. 126
Applications	p. 128
Harley-Davidson: Harley Style and Strategy Have Global Reach	p. 128
Team Project: Globalization-"What Are the Pros and Cons?"	p. 129
Personal Management: Cultural Awareness	p. 130
Next Steps: Management Learning Workbook	p. 130
Entrepreneurship and Small Business Management	p. 131
The Topic: Make It, Manage It	p. 132
The Nature of Entrepreneurship	p. 134
Who Are the entrepreneurs?	p. 134
Characteristics of Entrepreneurs	p. 136
Diversity and Entrepreneurship	p. 138
Social Entrepreneurship	p. 139
Entrepreneurship and Small Business	p. 140
Entrepreneurship and the Internet	p. 140
Family Businesses	p. 141
Why Many Small Businesses Fail	p. 142
New Venture Creation	p. 143
Life Cycles of Entrepreneurial Firms	p. 143
Writing the Business Plan	p. 144
Choosing the Form of Ownership	p. 145
Financing the New Venture	p. 147
Study Guide	p. 149
Study Questions Summary	p. 149
Key Terms Review	p. 149
	p. 149
Applications	p. 151
Domino's Pizza: Great Ideas Bring Domino's to Your Door	p. 151
Team Project: Community Entrepreneurs	p. 152
Personal Management: Risk-taking	p. 153
Next Steps: Management Learning Workbook	p. 153
Learning
Information and Decision Making	p. 155
The Topic: Succeeding with a Plan and a Hunch	p. 156
Information Technology and Management	p. 158
How Information Technology Changes Organizations	p. 159
Roles of Managers as Information Processors	p. 160
Information and Managerial Decisions	p. 161
Types of Managerial Decisions	p. 162
Decision Environments	p. 163
Problem-Solving Styles	p. 164
The Decision-Making Process	p. 166
Identify and Define the Problem	p. 166
Generate and Evaluate Alternative Courses of Action	p. 167
Decide on a Preferred Course of Action	p. 168
Implement the Decision	p. 169
Evaluate Results	p. 170
Issues in Managerial Decision Making	p. 170
Decision-Making Errors and Traps	p. 170
Individual and Group Decision Making	p. 172
Ethical Decision Making	p. 172
Knowledge Management and Organizational Learning	p. 174
Study Guide	p. 175
Study Questions Summary	p. 175
Key Terms Review	p. 175
	p. 175
Applications	p. 177
Amazon: One E-Store to Rule Them All	p. 177
Team Project: Crisis Decision Making	p. 179
Personal Management: Self-Confidence	p. 180
Next Steps: Management Learning Workbook	p. 180
Planning-Processes and Techniques	p. 181
The Topic: Thinking Now for the Future	p. 182
Why and How Managers Plan	p. 184
Importance of Planning	p. 184
The Planning Process	p. 185
Benefits of Planning	p. 186
Types of Plans Used by Managers	p. 188
Short-Range and Long-Range Plans	p. 188
Strategic and Operational Plans	p. 189
Policies and Procedures	p. 189
Budgets and Projects	p. 190
Planning Tools and Techniques	p. 191
Forecasting	p. 193
Contingency Planning	p. 192
Scenario Planning	p. 192
Benchmarking	p. 193
Staff Planners	p. 194
Participation and Involvement	p. 194
Management by Objectives	p. 195
Performance Objectives in MBO	p. 196
MBO Pros and Cons	p. 196
Study Guide	p. 198
Study Questions Summary	p. 198
Key Terms Review	p. 198
	p. 198
Applications	p. 200
Wal-Mart: Planning for Superstore Competition	p. 200
Team Project: Saving Legacy Companies	p. 201
Personal Management: Time Management	p. 202
Next Steps: Management Learning Workbook	p. 202
Strategic Management	p. 203
The Topic: Working Together to Get Ahead	p. 204
Strategic Competitiveness	p. 206
What Is Strategy?	p. 207
What Is Strategic Management?	p. 207
The Strategic Management Process	p. 209
Analysis of Mission, Values, and Objectives	p. 209
Analysis of Organizational Resources and Capabilities	p. 212
Analysis of Industry and Environment	p. 212
Strategies Used by Organizations	p. 214
Levels of Strategy	p. 214
Growth and Diversification Strategies	p. 215
Restructuring and Divestiture Strategies	p. 215
Global Strategies	p. 216
Cooperative Strategies	p. 217
E-Business Strategies	p. 218
Strategy Formulation	p. 218
Porter's Competitive Strategies	p. 219
Portfolio Planning	p. 221
Incrementalism and Emergent Strategy	p. 222
Strategy Implementation	p. 222
Management Practices and Systems	p. 223
Corporate Governance	p. 224
Strategic Leadership	p. 224
Study Guide	p. 226
Study Questions Summary	p. 226
Key Terms Review	p. 226
	p. 227
Applications	p. 228
Dunkin' Donuts: Westward Pioneers	p. 228
Team Project: Contrasting Strategies	p. 231
Personal Management: Critical Thinking	p. 230
Next Steps: Management Learning Workbook	p. 231
Organizing
Organizing Structures and Designs	p. 233
The Topic: Not Too Small, Not Too Big	p. 234
Organizing as a Management Function	p. 236
What Is Organization Structure?	p. 237
Formal Structures	p. 237
Informal Structures	p. 237
Traditional Organization Structures	p. 238
Functional Structures	p. 238
Divisional Structures	p. 240
Matrix Structures	p. 242
Newer Organization Structures	p. 243
Team Structures	p. 244
Network Structures	p. 244
Boundaryless Organizations	p. 246
Organizational Design Directions	p. 248
Mechanistic and Organic Designs	p. 249
Subsystems Design and Integration	p. 250
Trends in Organizational Designs	p. 252
Study Guide	p. 256
Study Questions Summary	p. 256
Key Terms Review	p. 256
	p. 257
Applications	p. 258
Nike: Spreading Out to Stay Together	p. 258
Team Project: Downsizing or Rightsizing?	p. 260
Personal Management: Empowerment	p. 260
Next Steps: Management Learning Workbook	p. 260
Human Resource Management	p. 261
The Topic: How Do You Really Stack Up?	p. 262
Human Resource Management	p. 264
Human Resource Management Process	p. 265
Human Capital and Diversity	p. 265
Laws Against Employment Discrimination	p. 266
Legal Issues in Human Resource Management	p. 268
Attracting a Quality Workforce	p. 269
Human Resource Planning	p. 269
The Recruiting Process	p. 270
How to Make Selection Decisions	p. 271
Developing a Quality Workforce	p. 274
Employee Orientation	p. 274
Training and Development	p. 275
Performance Management Systems	p. 276
Maintaining a Quality Workforce	p. 278
Career Development	p. 278
Work-Life Balance	p. 279
Compensation and Benefits	p. 280
Retention and Turnover	p. 281
Labor-Management Relations	p. 281
Study Guide	p. 284
Study Questions Summary	p. 284
Key Terms Review	p. 284
	p. 285
Applications	p. 286
Hewlett-Packard: Leading the Pack	p. 286
Team Project: Fringe Benefits Management	p. 288
Personal Management: Professionalism	p. 288
Next Steps: Management Learning Workbook	p. 288
Innovation and Organizational Change	p. 289
The Topic: Business...at What Speed	p. 290
Innovation in Organizations	p. 292
Types of Innovations	p. 293
The Innovation Process	p. 294
Characteristics of Innovative Organizations	p. 295
Organizational Change	p. 296
Change Leaders	p. 296
Models of Change Leadership	p. 297
Transformational and Incremental Change	p. 298
Forces and Targets for Change	p. 299
Managing Planned Change	p. 301
Phases of Planned Change	p. 301
Change Strategies	p. 302
Resistance to Change	p. 305
Challenges of Technological Change	p. 306
Organization Development	p. 307
Organization Development Goals	p. 307
How Organization Development Works	p. 308
Organization Development Interventions	p. 308
Study Guide	p. 311
Study Questions Summary	p. 311
Key Terms Review	p. 311
	p. 312
Applications	p. 313
Skype: Making the Case for Free Calls	p. 313
Team Project: Innovation Audit	p. 315
Personal Management: Tolerance for Ambiguity	p. 315
Next Steps: Management Learning Workbook	p. 316
Leading
Leading and Leadership Development	p. 317
The Topic: Lead by the Numbers? Or from the Gut?	p. 318
The Nature of Leadership	p. 320
Leadership and Position Power	p. 321
Leadership and Personal Power	p. 322
Leadership and Vision	p. 323
Servant Leadership	p. 323
Leadership Traits and Behaviors	p. 324
Leadership Traits	p. 324
Leadership Behaviors	p. 325
Classic Leadership Styles	p. 326
Contingency Approaches to Leadership	p. 326
Fiedler's Contingency Model	p. 326
Hersey-Blanchard Situational Leadership Model	p. 328
House's Path-Goal Leadership Theory	p. 329
Vroom-Jago Leader-Participation Model	p. 331
Issues in Leadership Development	p. 332
Transformational Leadership	p. 333
Emotional Intelligence and Leadership	p. 333
Gender and Leadership	p. 334
Drucker's "Old-Fashioned" Leadership	p. 335
Moral Leadership	p. 336
Study Guide	p. 338
Study Questions Summary	p. 338
Key Terms Review	p. 338
	p. 339
Applications	p. 340
Southwest Airlines: How Herb Kelleher Led the Way	p. 340
Team Project: Leadership Believe It-or-Not	p. 342
Personal Management: Integrity	p. 342
Next Steps: Management Learning Workbook	p. 342
Motivation-Theory and Practice	p. 343
The Topic: Age or Experience?	p. 344
Individual Needs and Motivation	p. 346
Hierarchy of Needs Theor	p. 346
ERG Theory	p. 347
Two-Factor Theory	p. 348
Acquired Needs Theory	p. 349
Process Theories of Motivation	p. 350
Equity Theory	p. 350
Expectancy Theory	p. 352
Goal-Setting Theory	p. 353
Reinforcement Theory of Motivation	p. 355
Reinforcement Strategies	p. 355
Positive Reinforcement	p. 356
Punishment	p. 357
Motivation and Job Design	p. 357
Scientific Management	p. 357
Job Rotation and Job Enlargement	p. 358
Job Enrichment	p. 358
Alternative Work Schedules	p. 360
Study Guide	p. 363
Study Questions Summary	p. 363
Key Terms Review	p. 363
	p. 364
Applications	p. 365
Nucor: A Case for Less Management	p. 365
Team Project: CEO pay	p. 367
Personal Management: Initiative	p. 366
Next Steps: Management Learning Workbook	p. 367
Individual Behavior	p. 369
The Topic: Does One Drive the Other?	p. 370
Perception	p. 372
Psychological Contracts	p. 373
Perception and Attribution	p. 373
Perceptual Tendencies and Distortions	p. 374
Personality	p. 376
Big Five Model	p. 377
Additional Personality Factors	p. 377
Attitudes	p. 379
What Is an Attitude?	p. 379
Important Work Attitudes	p. 380
Job Satisfaction and Its Outcomes	p. 381
Emotions, Moods and Stress	p. 382
Emotions and Moods	p. 383
Stress	p. 383
Consequences of Stress	p. 384
Stress Management	p. 385
Study Guide	p. 387
Study Questions Summary	p. 387
Key Terms Review	p. 387
	p. 388
Applications	p. 389
MySpace: The Kids Are Online	p. 389
Team Project: Job Satisfaction Around the World	p. 391
Personal Management: Problem-Solving Style	p. 391
Next Steps: Management Learning Workbook	p. 392
Teams and Teamwork	p. 393
The Topic: Working Together, Falling Apart	p. 394
Teams in Organizations	p. 396
Teamwork Pros and Cons	p. 397
Meetings, Meetings, Meetings	p. 398
Formal and Informal Groups	p. 399
Trends in the Use of Teams	p. 400
Committees, Project Teams, and Task Forces	p. 400
Cross-Functional Teams	p. 400
Virtual Teams	p. 400
Self-Managing Teams	p. 401
How Teams Work	p. 402
Foundations of Team Effectiveness	p. 403
Stages of Team Development	p. 405
Norms and Cohesiveness	p. 407
Task and Maintenance Needs	p. 408
Communication Networks	p. 409
Team Building	p. 410
Decision Making in Teams	p. 412
How Teams Make Decisions	p. 412
Assets and Liabilities of Group Decisions	p. 414
Groupthink	p. 414
Creativity in Team Decision Making	p. 416
Study Guide	p. 417
Study Questions Summary	p. 417
Key Terms Review	p. 417
	p. 418
Applications	p. 419
NASCAR: Fast Cars, Passion Motivate Top Drivers	p. 419
Team Project: Superstars on the Team	p. 420
Personal Management: Team Contributions	p. 420
Next Steps: Management Learning Workbook	p. 420
Communication, Conflict, and Negotiation	p. 421
The Topic: Building Up or Breaking Down?	p. 422
The Communication Process	p. 424
What Is Effective Communication?	p. 425
Persuasion and Credibility in Communication	p. 425
Communication Barriers	p. 426
Improving Communication	p. 429
Active Listening	p. 429
Constructive Feedback	p. 430
Space Design	p. 430
Channels and Technology Utilization	p. 432
Interactive Management	p. 433
Valuing Culture and Diversity	p. 433
Conflict	p. 434
Functional and Dysfunctional Conflict	p. 434
Causes of Conflict	p. 435
How to Deal with Conflict	p. 436
Conflict Management Styles	p. 436
Negotiation	p. 438
Negotiation Goals and Approaches	p. 438
Gaining Integrative Agreements	p. 440
Avoiding Negotiation Pitfalls	p. 440
Third-Party Dispute Resolution	p. 441
Study Guide	p. 443
Study Questions Summary	p. 443
Key Terms Review	p. 443
	p. 444
Applications	p. 445
AFL-CIO and the Teamsters: Communicating the Benefits of Change	p. 445
Team Project: Labor-Management Relations	p. 447
Personal Management: Communication	p. 447
Next Steps: Management Learning Workbook	p. 448
Controling
Controlling-Processes and Systems	p. 449
The Topic: Who Has Control?	p. 450
Why and How Managers Control	p. 452
Importance of Controlling	p. 452
Types of Controls	p. 453
Internal and External Control	p. 455
Steps in the Control Process	p. 456
Establish Objectives and Standards	p. 456
Measure Performance Results	p. 459
Compare Results with Objectives and Standards	p. 459
Take Corrective Action	p. 459
Control Systems and Techniques	p. 460
Employee Discipline Systems	p. 460
Project Management	p. 460
Information and Financial Controls	p. 463
Study Guide	p. 465
Study Questions Summary	p. 465
Key Terms Review	p. 465
	p. 465
Applications	p. 467
Take2 Interactive: How Much Is Too Much?	p. 467
Personal Management: Strength and Energy	p. 468
Team Project: Top Job Checkup	p. 469
Next Steps: Management Learning Workbook	p. 469
Operations Management and Services	p. 471
The Topic: Value...at What Cost?	p. 472
Operations Management Essentials	p. 475
Productivity and Competitive Advantage	p. 475
Technology in Manufacturing and Services	p. 476
Value and Supply Chain Management	p. 477
Inventory Management	p. 479
Break-Even Analysis	p. 480
Customer Service and Product Quality	p. 480
Customer Relationship Management	p. 482
Quality Management	p. 482
Statistical Quality Control	p. 483
Work Processes	p. 484
Work Process Analysis	p. 484
Process Reengineering	p. 485
Process-Driven Organizations	p. 486
Study Guide	p. 489
Study Questions Summary	p. 489
Key Terms Review	p. 489
	p. 490
Applications	p. 491
Toyota: Looking Far into the Future	p. 491
Personal Management: Networking	p. 493
Team Project: Design for the Competitive Edge	p. 493
Next Steps: Management Learning Workbook	p. 494
Management Learning Workbook

My Best Manager	p. W-3
What Managers Do	p. W-4
Defining Quality	p. W-4
What Would the Classics Say?	p. W-5
The Great Management History Debate	p. W-5
Confronting Ethical Dilemmas	p. W-6
What Do You Value in Work?	p. W-6
Which Organizational Culture Fits You?	p. W-7
Beating the Time Wasters	p. W-8
Personal Career Planning	p. W-8
Decision-Making Biases	p. W-9
Strategic Scenarios	p. W-10
The MBO Contract	p. W-10
The Future Workplace	p. W-11
Dots and Squares Puzzle	p. W-11
Leading through Participation	p. W-12
Work vs. Family-You Be the Judge	p. W-13
Compensation and Benefits Debate	p. W-13
Sources and Uses of Power	p. W-14
After Meeting/Project Review	p. W-14
Why Do We Work?	p. W-15
The Case of the Contingency Workforce	p. W-16
The "Best" Job Design	p. W-16
Upward Appraisal	p. W-17
How to Give, and Take, Criticism	p. W-17
Lost at Sea	p. W-18
Work Team Dynamics	p. W-18
Feedback and Assertiveness	p. W-19
Creative Solutions	p. W-20
Force-Field Analysis	p. W-20
Self-Assessments	p. W-21
A 21st-century Manager?	p. W-22
Emotional Intelligence	p. W-23
Learning Tendencies	p. W-24
What Are Your Managerial Assumptions?	p. W-26
Terminal Values Survey	p. W-26
Instrumental Values Survey	p. W-28
Diversity Awareness	p. W-30
Global Readiness Index	p. W-30
Time Orientation	p. W-31
Entrepreneurship Orientation	p. W-32
Your Intuitive Ability	p. W-33
Assertiveness	p. W-34
Time Management Profile	p. W-35
Facts and Inferences	p. W-36
Empowering Others	p. W-37
Turbulence Tolerance Test	p. W-37
Organizational Design Preference	p. W-39
Are You Cosmopolitan?	p. W-40
Performance Appraisal Assumptions	p. W-40
"T-P" Leadership Questionnaire	p. W-41
"T-t" Leadership Style	p. W-43
Least-Preferred Co-worker Scale	p. W-44
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