Management : meeting and exceeding customer expectations /
Warren R. Plunkett, Raymond F. Attner.
- 6th edition
- Cincinnati : South-Western College Pub., c1997.
- xxi, 760 p. : col. ill. ; 26 cm.
PART I. MANAGEMENT CONCEPTS 1. Management: an overview
2. Management thought: past and present
3. Management's commitments to quality and productivity
4. The manager's environment
PART II. PLANNING AND DECISION MAKING 5. Organizational planning
6. Strategic planning and strategic management
7. Making decisions
PART III. ORGANIZING 8. Organizing principles
9. Organizational design
10. Organizational culture and change
PART IV. STAFFING AND LEADING 11. Staffing
12. Communication: Interpersonal and organizational
13. Human motivation
14. Leadership
15. Team management and conflict
PART V. CONTROLLING 16. Controlling: purpose and process
17. Control techniques
18. Operational management
PART VI. SPECIAL CONCERT 19. Information management systems
20. International management
21. Succeeding in your organization
22. Management ethics and social responsibility
Includes bibliographical references (p. 707-733) and index.