Management:
An Overview
Chapter 1
MANAGEMENT
Meeting and Exceeding Customer Expectations
EIGHTH EDITION
Prepared by
Deborah Baker
Texas Christian University
Copyright ©2005 by South-Western, a division of Thomson Learning. All rights reserved
1
learning objectives
1. Explain why organizations need managers
2. Describe the needs that affect a manager’s universe
3. Identify and explain the levels of management
4. List and describe the management functions
5. Determine how management functions apply to each
level of management
Chapter 1
6. Identify and explain management roles
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learning objectives
(continued)
7. List and describe management skills
8. Contrast the myths with the realities of a manager’s
job
9. Discuss the criteria used to evaluate a manager’s
Chapter 1
performance
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Management and Managers
Managers
Managers
Chapter 1
Management
Management
People who allocate and
oversee the use of resources
One or more managers
individually and collectively
setting and achieving goals by
exercising related functions and
coordinating various resources
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4
Management and Managers
Chapter 1
Goal
Goal
An outcome to be achieved or a
destination to be reached over a
period of time through the
exercise of management
functions and the expenditure of
resources
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Management and Managers
Objective
Objective
Chapter 1
Specific
Measurable
Attainable
Results-oriented
Time limited
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11
Organizational Need for Managers
Chapter 1
Organization
Organization
An entity managed by one or
more persons to achieve stated
goals
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The Manager’s Universe
22
Managers
Managersand/or
and/orOrganizations…
Organizations…
Chapter 1
1.
2.
3.
4.
5.
Need to please customers
Should provide leadership
Must act ethically
Should value diversity
Must learn to cope with global challenges
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22
The Need to Please Customers
Quality
Quality
Chapter 1
Customer
Customer
The features and characteristics
of a product or service that allow
it to satisfy requirements of
those who use or consume them
Any person or group, both
inside and outside an
organization, who uses or
consumes outputs from an
organization or its members
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22
The Need to Provide Leadership
Leaders…
Leaders…
Initiate and facilitate change
Develop and articulate the organization’s
goals
Create an environment in which
employees can figure out what needs to be
done
Chapter 1
Must be present at every level
Create and maintain supportive
environments
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22
The Need to Act Ethically
Chapter 1
Ethics
Ethics
The branch of philosophy
concerned with what constitutes
right and wrong human conduct,
including values and actions, in
a given set of circumstances
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22
The Need to Value Diversity
Diversity
Diversity
Ethnic
Ethnicand
and
Racial
Racial
Backgrounds
Backgrounds
Gender
Gender
Differing
DifferingAge
Age
Groups
Groups
Chapter 1
Cultural
Culturaland
and
National
NationalOrigins
Origins
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Mental
Mentaland
and
Physical
Physical
Capabilities
Capabilities
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22
The Need to Value Diversity
Challenges
Challengesfor
forManagers
Managers
1. Integrate the diversity that exists in their
communities and external customers into
their work forces
2. Learn about and understand their
employees’ differences
3. Find ways to utilize and celebrate these
Chapter 1
differences
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22
The Need to Cope with Global
Challenges
Technological
Technological Advances
Advances
Economic
Economic Changes
Changes
Natural
Natural Disasters
Disasters
Chapter 1
Crises
Crises
Social
Social and
and Political
Political Changes
Changes
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Pyramid of Management Hierarchy
Chapter 1
33
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33
Levels of Management
• CEO
Top
Top
• President
Management
Management • Vice Presidents
• Below VPs
Middle
Middle
but above the
Management
Management
supervisory level
Chapter 1
• Supervisors
First-Line
First-Line
• Team leaders
Management
Management • Team facilitators
Functional
Functional
Managers
Managers
• Expertise in
specialty areas
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33
Essential Business Functions
Marketing
Marketing
Operations
Operations
Chapter 1
Finance
Finance
Human
Human
Resource
Resource
Management
Management
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Chapter 1
33
Levels of Management
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44
Management Functions
Planning
Planning
Organizing
Organizing
Staffing
Staffing
Chapter 1
Leading
Leading
Controlling
Controlling
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Planning
44
Lay the groundwork
Identify goals and ways to achieve them
Assign priorities to each goal
Determine the resources required
Determine actions that commit:
– individuals
– departments
Chapter 1
– organization
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44
Organizing
Determine the tasks to be accomplished
Group these tasks by employee position
Decide on the relationships the positions
Chapter 1
have to one another
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44
Staffing
Execute HR management activities:
– Determine needed skills and
experiences of each position
– Determine number of persons needed
Chapter 1
– Train employees for positions
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Leading
44
Help organizations and employees achieve
goals
Serve as models for expected behaviors
Coach, counsel, inspire, and encourage
Communicate and listen
Respond to concerns
Chapter 1
Resolve disputes
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Controlling
44
Prevent, identify, and correct deviations from
guidelines
Chapter 1
Identify and correct the causes of deviations
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Chapter 1
55
Functions and Levels of
Management
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