Total Quality Management
Author: James R Evans
Not long ago total quality was just a buzzword. Today, Total Quality is an integral component of management success in today's complex business environment. This text presents an overview of the key principles of total quality and links those concepts to traditional management practices and organizational models in management theory.
This book has three objectives: 1) to familiarize readers with the basic principles and methods associated with total quality management; 2) to show readers how these principles and methods have been put into effect in a variety of organizations; and, 3) to illustrate the relationship between total quality principles and the theories and models studied in management courses.
Booknews
This supplementary textbook presents the basic principles of the total quality approach to business management, and illustrates how these principles have been put into effect in a variety of organizations. The third edition adds sections on creating an environment conducive to creativity, and information for competitive advantage. Annotation c. Book News, Inc., Portland, OR (booknews.com)
Read also Undaunted Courage or American Heroes
Effective Management: A Multimedia Approach
Author: Chuck Williams
EFFECTIVE MANAGEMENT combines the solid academic presentation of a textbook with the most extensive multimedia learning package available. Williams presents management as it is practiced today through a unique story-telling approach and organization that explains management theory in terms any learner can understand. In addition, a rich electronic learning support package, called Effective Management Online, includes a MP3 audio lectures with cases, videos of the author giving additional insights into chapter topics, a rich self-test area, student PowerPoint slides, and InfoTrac College Edition.
Booknews
Providing "all kinds of resources for all kinds of minds," this text introduces management functions, environments, and responsibilities; how to make things happen; meeting the global competition innovatively; organizing people, projects, and processes; and leadership. Includes actual case examples and meta-analyses; chapter- end critical thinking video cases and exercises to develop management potential; color graphics; a glossary of terms; three online student support modules (a study guide audio CD, a video case on CD-ROM, and a CD-ROM multimedia version of the text); and a chart correlating these multimedia resources with text chapters. An instructor's resource CD- ROM is available. Williams teaches management at Texas Christian U. Annotation c. Book News, Inc., Portland, OR (booknews.com)
Table of Contents:
Introduction to Management 1Management 2
What Is Management? 4
Management Is... 4
Management Functions 5
Planning 8
Organizing 8
Leading 8
Controlling 9
What Do Managers Do? 9
Kinds of Managers 10
Top Managers 10
Middle Managers 11
First-Line Managers 12
Team Leaders 12
Managerial Roles 14
Interpersonal Roles 14
Informational Roles 15
Decisional Roles 15
What Does It Take to Be a Manager? 17
What Companies Look for in Managers 17
Mistakes Managers Make 19
The Transition to Management: The First Year 21
Why Management Matters 23
Competitive Advantage through People 23
Management Decision 26
Self-Assessment 26
Take Two Video 28
Organizational Environments and Cultures 30
External Environments 32
Changing Environments 32
Environmental Change 32
Environmental Complexity and Resource Scarcity 33
Uncertainty 34
General Environment 35
Economy 36
Technological Component 37
Sociocultural Component 37
Political/Legal Component 38
Specific Environment 39
Customer Component 39
Competitor Component 40
Supplier Component 41
Industry Regulation Component 42
Advocacy Groups 43
Making Sense of Changing Environments 44
Environmental Scanning 44
Interpreting Environmental Factors 45
Acting on Threats and Opportunities 45
Internal Environments 46
Organizational Cultures: Creation, Success, and Change 46
Creation and Maintenance of Organizational Cultures 46
Successful Organizational Cultures 47
Changing Organizational Cultures 48
Management Team Decision 51
Self-Assessment 52
Take Two Video 54
Ethics and Social Responsibility 56
What Is Ethical and Unethical Workplace Behavior? 58
Ethics and the Nature of Management Jobs 59
U.S. Sentencing Commission Guidelines for Organizations 60
Who, What, and Why? 60
Determining the Punishment 61
How Do You Make Ethical Decisions? 63
Influences on Ethical Decision Making 63
Ethical Intensity of the Decision 63
Moral Development 64
Practical Steps to Ethical Decision Making 66
Selecting and Hiring Ethical Employees 66
Codes of Ethics 66
Ethics Training 68
Ethical Climate 69
What Is Social Responsibility? 70
To Whom Are Organizations Socially Responsible? 71
For What Are Organizations Socially Responsible? 74
Responses to Demands for Social Responsibility 76
Social Responsibility and Economic Performance 78
Management Decision 80
Self-Assessment 81
Take Two Video 83
Planning 85
Planning and Decision Making 86
Planning 88
Benefits and Pitfalls of Planning 88
Benefits of Planning 89
Planning Pitfalls 89
How to Make a Plan That Works 90
Setting Goals 90
Developing Commitment to Goals 91
Developing Effective Action Plans 92
Tracking Progress 93
Maintaining Flexibility 94
Planning from Top to Bottom 95
Starting at the Top 96
Bending in the Middle 97
Finishing at the Bottom 98
What Is Rational Decision Making? 101
Steps and Limits to Rational Decision Making 102
Define the Problem 102
Identify Decision Criteria 103
Weight the Criteria 103
Generate Alternative Courses of Action 104
Evaluate Each Alternative 105
Compute the Optimal Decision 105
Limits to Rational Decision Making 107
Using Groups to Improve Decision Making 108
Advantages and Pitfalls of Group Decision Making 108
Structured Conflict 110
Nominal Group Technique 111
Delphi Technique 111
Stepladder Technique 113
Electronic Brainstorming 114
Management Decision 117
Self-Assessment 118
Take Two Video 120
Organizational Strategy 122
Basics of Organizational Strategy 124
Sustainable Competitive Advantage 124
Strategy-Making Process 126
Assessing the Need for Strategic Change 126
Situational Analysis 128
Choosing Strategic Alternatives 131
Corporate-, Industry-, and Firm-Level Strategies 133
Corporate-Level Strategies 134
Portfolio Strategy 134
Grand Strategies 137
Industry-Level Strategies 139
Five Industry Forces 139
Positioning Strategies 140
Adaptive Strategies 141
Firm-Level Strategies 142
Direct Competition 143
Strategic Moves of Direct Competition 144
Management Team Decision 146
Self-Assessment 147
Take Two Video 149
Innovation and Change 150
Organizational Innovation 152
Why Innovation Matters 152
Technology Cycles 153
Innovation Streams 155
Managing Innovation 158
Managing Sources of Innovation 158
Experiential Approach: Managing Innovation during Discontinuous Change 160
Compression Approach: Managing innovation during Incremental Change 162
Organizational Change 164
Managing Change 165
Managing Resistance to Change 166
What Not to Do When Leading Change 167
Change Tools and Techniques 170
Management Decision 175
Self-Assessment 176
Take Two Video 177
Global Management 178
What Is Global Business? 180
Global Business, Trade Rules, and Trade Agreements 180
The Impact of Global Business 180
Trade Barriers and Agreements 182
How to Go Global? 186
Consistency or Adaptation? 186
Forms for Global Business 187
Exporting 188
Cooperative Contracts 188
Strategic Alliances 190
Wholly Owned Affiliates (Build or Buy) 191
Global New Ventures 191
Where to Go Global? 192
Finding the Best Business Climate 192
Growing Markets 192
Choosing an Office/Manufacturing Location 193
Minimizing Political Risk 193
Becoming Aware of Cultural Differences 195
Preparing for an International Assignment 197
Language and Cross-Cultural Training 197
Spouse, Family, and Dual-Career Issues 199
Management Team Decision 201
Self-Assessment 202
Take Two Video 205
Organizing 207
Designing Adaptive Organizations 208
Designing Organizational Structures 212
Departmentalization 212
Functional Departmentalization 212
Product Departmentalization 213
Customer Departmentalization 215
Geographic Departmentalization 216
Matrix Departmentalization 217
Organizational Authority 219
Chain of Command 219
Line versus Staff Authority 220
Delegation of Authority 220
Degree of Centralization 221
Job Design 222
Job Specialization 223
Job Rotation, Enlargement, and Enrichment 223
Job Characteristics Model 224
Designing Organizational Processes 227
Intraorganizational Processes 227
Reengineering 229
Empowerment 231
Behavioral Informality 231
Interorganizational Processes 233
Modular Organizations 234
Virtual Organizations 234
Management Decision 236
Self-Assessment 237
Take Two Video 239
Managing Teams 240
Why Work Teams? 242
The Good and Bad of Using Teams 242
The Advantages of Teams 242
The Disadvantages of Teams 244
When to Use Teams 246
Kinds of Teams 248
Autonomy, the Key Dimension 249
Special Kinds of Teams 251
Managing Work Teams 253
Work Team Characteristics 253
Team Norms 254
Team Cohesiveness 254
Team Size 255
Team Conflict 256
Stages of Team Development 257
Enhancing Work Team Effectiveness 260
Setting Team Goals and Priorities 260
Selecting People for Teamwork 262
Team Training 264
Team Compensation and Recognition 265
Management Team Decision 267
Self-Assessment 268
Take Two Video 270
Managing Human Resource Systems 272
Understanding Human Resource Legislation 274
Employment Legislation 274
Federal Employment Laws 275
Adverse Impact and Employment Discrimination 277
Sexual Harassment 278
Finding Qualified Workers 279
Recruiting 280
Job Analysis and Recruiting 280
Internal and External Recruiting 282
Selection 284
Application Forms and Resumes 284
References and Background Checks 286
Selection Tests 286
Interviews 290
Developing Qualified Workers 292
Training 292
Training Methods 293
Evaluating Training 294
Performance Appraisal 295
Accurately Measuring Job Performance 295
Sharing Performance Feedback 298
Keeping Qualified Workers 299
Compensation 300
Compensation Decisions 300
Employment Benefits 302
Employee Separations 303
Terminating Employees 303
Downsizing 304
Employee Turnover 306
Management Decision 307
Self-Assessment 308
Take Two Video 310
Leading 311
Motivation 312
What Is Motivation? 314
Basics of Motivation 314
Effort and Performance 315
Need Satisfaction 316
Extrinsic and Intrinsic Rewards 318
Motivating with the Basics 319
How Perceptions and Expectations Affect Motivation 321
Equity Theory 322
Components of Equity Theory 322
How People React to Perceived Inequity 323
Motivating with Equity Theory 325
Expectancy Theory 327
Components of Expectancy Theory 327
Motivating with Expectancy Theory 329
How Rewards and Goals Affect Motivation 330
Reinforcement Theory 330
Components of Reinforcement Theory 332
Schedules for Delivering Reinforcement 332
Motivating with Reinforcement Theory 334
Goal-Setting Theory 336
Components of Goal-Setting Theory 336
Motivating with Goal-Setting Theory 337
Motivating with the Integrated Model 339
Management Decision 340
Self-Assessment 341
Take Two Video 343
Leadership 344
What Is Leadership? 346
Leadership 346
Leaders versus Managers 347
Who Leaders are and What Leaders Do 348
Leadership Traits and Behaviors 348
Situational Approaches to Leadership 353
Putting Leaders in the Right Situation: Fiedler's Contingency Theory 354
Leadership Style: Least Preferred Coworker 354
Situational Favorableness 355
Matching Leadership Styles to Situations 356
Adapting Leader Behavior: Path-Goal Theory 358
Leadership Styles 358
Subordinate and Environmental Contingencies 359
Outcomes 360
Adapting Leader Behavior: Hersey and Blanchard's Situational Leadership Theory 361
Worker Readiness 362
Leadership Styles 362
Adapting Leader Behavior: Normative Decision Theory 363
Decision Styles 364
Decision Quality and Acceptance 365
Strategic Leadership 368
Visionary Leadership 369
Charismatic Leadership 369
Transformational Leadership 370
Management Team Decision 373
Self-Assessment 374
Take Two Video 375
Managing Communication 376
What Is Communication? 378
Perception and Communication Problems 378
Basic Perception Process 379
Perception Problems 380
Perceptions of Others 380
Self-Perception 381
Kinds of Communication 382
The Communication Process 383
Communication Channels 384
Coaching and Counseling: One-on-One Communication 386
Nonverbal Communication 387
How to Improve Communication 388
Managing One-on-One Communication 389
Choosing the Right Communication Medium 389
Listening 390
Giving Feedback 392
Improving Cross-Cultural Communication 393
Managing Organization-Wide Communication 397
Improving Transmission: Getting the Message Out 397
Improving Reception: Hearing What Others Feel and Think 399
Management Decision 401
Self-Assessment 402
Take Two Video 403
Controlling 405
Control 406
Basics of Control 408
The Control Process 408
Standards 408
Comparison to Standards 409
Corrective Action 409
Dynamic, Cybernetic Process 410
Feedback, Concurrent, and Feedforward Control 410
Control Isn't Always Worthwhile or Possible 411
How and What to Control 413
Control Methods 413
Bureaucratic Control 413
Objective Control 414
Normative Control 415
Concertive Control 416
Self-Control 417
What to Control? 418
The Balanced Scorecard 419
The Financial Perspective: Controlling Economic Value Added 420
The Customer Perspective: Controlling Customer Defections 421
The Internal Perspective: Controlling Quality 423
The Innovation and Learning Perspective: Controlling Waste and Pollution 424
Management Team Decision 428
Self-Assessment 428
Take Two Video 431
Managing Information 432
Why Information Matters 435
Strategic Importance of Information 435
First-Mover Advantage 435
Sustaining a Competitive Advantage 436
Getting and Sharing Information 437
Capturing, Processing, and Protecting Information 438
Capturing Information 438
Processing Information 439
Protecting Information 441
Accessing and Sharing Information and Knowledge 444
Internal Access and Sharing 445
External Access and Sharing 446
Sharing Knowledge and Expertise 447
Management Decision 449
Self-Assessment 449
Take Two Video 451
Managing Service and Manufacturing Operations 452
Managing for Productivity and Quality 454
Productivity 454
Why Productivity Matters 455
Kinds of Productivity 455
Quality 457
Quality-Related Characteristics for Products and Services 458
ISO 9000 and 14000 459
Baldrige National Quality Award 460
Total Quality Management 461
Managing Operations 462
Service Operations 453
The Service-Profit Chain 463
Service Recovery and Empowerment 464
Manufacturing Operations and Inventory 466
Amount of Processing in Manufacturing Operations 466
Types of Inventory 467
Measuring Inventory 468
Costs of Maintaining an Inventory 469
Managing Inventory 470
Management Decision 473
Self-Assessment 474
Take Two Video 476
Endnotes 477
Glossary 508
Name Index 522
Subject Index 525
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