South-Western Management: An Approach to Customer Expectations, International Edition

Product Description MANAGEMENT: AN APPROACH TO CUSTOMER EXPECTATIONS, 10E, International Edition is a comprehensive survey of the principles and practices of management as they are currently being applied in the United States and around the world. The content and features are structured to reinforce two continuing themes that are woven into the chapters' narratives: (1) the never-ending effort by managers and organizations to meet or exceed customers' needs and (2) the need organizations and their people have to be guided by effective leadership. An underlying theme of this edition is Enterprise 2.0, meaning the use of social media in business. Review Part I: FUNDAMENTALS OF MANAGEMENT. 1. A Broad View of Management. 2. The Evolution of Management Thinking. 3. Organizational Culture and Interactive Forces. Part II: PLANNING FOR GROWTH. 4. Strategic Planning. 5. Achieving Top Quality. 6. Decision Making in Management. Part III: CREATING EFFECTIVE ORGANIZATIONS. 7. Principles of Organization. 8. Designing an Adaptive Organizational Culture. 9. Corporate Social Responsibility and Ethics. Part IV: STAFFING FOR HIGH PERFORMANCE. 10. Building A Workforce. 11. Personal and Organizational Communication. Part V: INFLUENCING BEHAVIOR AND ACTIONS. 12. Motivating Employees. 13. Organizational Leadership. 14. Managing Teams and Work Groups. Part VI: CONTROLLING OPERATIONS. 15. Systems for Managing Information. 16. The Purpose and Application of Control. Appendices. Operations Management. International Management. Succeeding in Your Organization. About the Author Raymond Attner, the co-author of Management: Meeting and Exceeding Customer Expectations, 8th edition, is presently a Professor of Management and Dean of Business at Brookhaven College of the Dallas County Community College District. For the past thirty years at Brookhaven and the Dallas District, Ray has held numerous positions including Professor of Business, Director of the Marketing and Management Center, Acting Vice President of Instruction, Director of Marketing for Distance Learning, and Acting Executive Dean of Workforce/Continuing Education. Ray has been the author or co-author of four college textbooks and has been the faculty content developer for two nationally distributed telecourses. He has been selected as Brookhaven's Outstanding Faculty member, has served as Faculty Association President three times, and has been the chair of the last two college presidential search committees at Brookhaven College. He is currently the chair of Brookhaven's Southern Association Reaccreditation Committee. Ray holds a Bachelor of Science in Marketing from California State University--Long Beach and a Master of Business Administration from Northern Louisiana University. His professional affiliations include the Texas Community College Teachers Association, American Management Association, and the Farmers Branch Chamber of Commerce. He resides in Plano, Texas, with his wife Deborah and three fur" children (Bubba, Risky, and Annie) where he enjoys the family, jogging, and tennis." Warren Plunkett is a retired professor of management and Chairman of the Business Department at Wright College, City Colleges of Chicago. He holds a B.B.A. from Notre Dame University and an M.B.A. from Roosevelt University. Since graduating from Notre Dame, Warren has been a high school teacher, a systems analyst, a member of the U.S. Army Reserve, a management consultant, a college professor for 30 years at Wright College, and most recently an entrepreneur. Warren has authored several textbooks, including Supervision: The Direction of People at Work, Business, The Consumer in America, and Management: Meeting and Exceeding Customer Expectations. Warren has made numerous presentations to industry, and has served on numerous committees and led various workshops. Gemmy S. Allen holds a Bachelor of Business Administration degree from the University of Texas at Arlington and a Master