contemporary [anagemenl eighth edition gareth r. jones jennifer

r Contemporary

[anagemenl

Eighth Edition

Gareth R. Jones

Jennifer M. George Jesse H. Jones Graduate School of Business Rice University

McGraw-Hill

Irwin

Chapter 1 Managers and Managing

AMANAGER'S CHALLENGE Tim Cook Succeeds Steve Jobs as CEO of Apple 3

Topics

Overview 5

What Is Management? 5 Achieving High Performance: A Managers Goal 5 Why Study Management? 7

Essential Managerial Tasks 8 Flanning 8 Organizing 10 Leading 11 Controlling 11 Performing Managerial Tasks: Mintzberg's Typology 12

Levels and Skills of Managers 12

Levels of Management 14

Managerial Skills 15

Recent Changes in Management Practices 18

Restructuring and Outsourcing 18 Empowerment and Self-Managed Teams 20

Challenges for Management in a Global Environment 21

Building Competitive Advantage 22 Maintaining Ethical and Socially Responsible Standards 24 Managing a Diverse Workforce 25 Utilizing IT and E-Commerce 26 Practicing Global Crisis Management 27

Chapkr2 The Evolution of Management Thought 34

A MANAGER'S CHALLENGE Rinding Better Ways to Make Cars 35

Topics

Overview 37

Scientific Management Theory 38

Job Specialization and the Division of Labor 39 F. W. Taylor and Scientific Management 39 The Gilbreths 42

Administrative Management Theory 45

The Theory of Bureaucracy 45 Fayol's Principles of Management 46

Behavioral Management Theory 51

The Work of Mary Parker Follett 51 The Hawthorne Studies and Human Relations 51 Theory X and Theory Y 53

Management Science Theory 55

Organizational Environment Theory 56

The Open-Systems View 56 Contingency Theory 57

Examples Management in Action

Manage.' a Person Joe Coulombe Knows How to Make an Organization Work 9 Man%.r .4:cbally First Outsourcing, Now Insourcing 19 Ethics in Action Everything Is Not Coming Up Roses 24 Msneqr , ' .:oüally A Concern for Safety Explodes at BP 27

Summary and Review 29 Management in Action 30 Topics for Discussion and Action 30 Building Management Skills 30 Managing Ethically 31 Small Group Breakout Exercise 31 Exploring the World Wide Web 31 Be the Manager 31 Fortune Gase in the News: Bob Iger: Disney's Fun King 32

Examples

Ethics in Action Fordism in Practice 41 Manage- x-s a Person Andrew Carnegie Creates the New Industrial Company 43 Management Insight Peters and Waterman's Excellent Companies 50

Management in Action

Summary and Review 58 Management in Action 60 Topics for Discussion and Action 60 Building Management Skills 60 Managing Ethically 60 Small Group Breakout Exercise 61 Exploring the World Wide Web 61 Be the Manager 61 The Wall Street Journal Gase in the News: Mr. Edens Profits from Watching His Workers' Every Move 62

v

Chaote 3

A MANAGER'S CHALLENGE Kevin Plank's Determination Pays Off at Under Armour 65

Values, Attitudes, Emotions, and Culture: The Manager as a Person

Topics

67 Overview

Enduring Characteristics: Personality Traits 67

The Big Five Personality Traits 68 Other Personality Traits That Affect Managerial Behavior 72

Values, Attitudes, and Moods and Emotions 73

Values: Terminal and Instrumental 73

64

Attitudes 76 Moods and Emotions 79

Emotional Intelligence 82

Organizational Culture 83 Managers and Organizational Culture 85 The Role of Values and Norms in Organizational Culture 86 Culture and Managerial Action 90

Chaote] Ethics and Social Responsibility 98

A MANAGER'S CHALLENGE Apple and Foxconn Protect Its Products and the Workers Who Make Them 99

Topics

Overview

The Nature of Ethics Ethical Dilemmas Ethics and the Law Changes in Ethics Over Time

Stakeholders and Ethics Stockholders Managers Ethics and Nonprofit Organizations Employees Suppliers and Distributors Customers Community, Society, and Nation Rules for Ethical Decision Making

101

101 101 102 102

104 104 105

106 107 107 110

112

112

Why Should Managers Behave Ethically? 114

Ethics and Social Responsibility 116

Societal Ethics 117 Occupational Ethics 119 Individual Ethics 119 Organizational Ethics 121

Approaches to Social Responsibility 124

Four Different Approaches 124 Why Be Socially Responsible? 126 The Role of Organizational Culture 127


Manager as a Person Who Would Have Thought DirtyJobs Would Be a Hit? 71 Ethics in Action Talling the Truth at Gentie Giant Moving 75 Ethics in Action Protecting the Environment and Jobs at Subaru of Indiana Automotive 77 Management Insight Emotions as Triggers for Changes in Organizations 81

Summary and Review 91 Management in Action 93 Topics for Discussion and Action 93 Building Management Skills 93 Managing Ethically 93 Small Group Breakout Exercise 94 Exploring the World Wide Web 94 Be the Manager 94 Fortune Gase in the News: Who Built Build-a-Bear? Interview by Dinah Eng 95

Examples

Ethics in Action Unethical Managers Imperil the Supply of Peanut Butter 107 Ethics in Action Whole Foods Market Practices What It Preaches 110 Ethics in Action Is It Right to Use Child Labor? 118 Ethics in Action Jonathan Reckford Rebuilds Goodwill at Habitat for Humanity 122


Summary and Review 127 Management in Action 129 Topics for Discussion and Action 129 Building Management Skills 129 Managing Ethically 129 Small Group Breakout Exercise 130 Exploring the World Wide Web 130 Be the Manager 130 Bloomberg Businessweek Gase in the News: J&J Names Gorsky as New CEO after Product Recalls 131

Chuplcr

A MANAGER'S CHALLENGE Sodexo and Principal Financial Group Effectively Manage Diversity in Multiple Ways 133

Managing Diverse Employees in a Multicultural Environment 132

Topics

Overview 135

The Increasing Diversity of the Workforce and the Environment 135

Age 136 Gender 137 Race and Ethnicity 138 Religion 139 Capabilities/Disabilities 139 Socioeconomic Background 140 Sexual Orientation 141 Other Kinds of Diversity 143

Managers and the Effective Management of Diversity 143

Critical Managerial Roles 143 The Ethical Imperative to Manage Diversity Effectively 145

Effectively Managing Diversity Makes Good Business Sense 146

Perception 147 Factors That Influence Managerial Perception 147 Perception as a Determinant of U nfair T reatment 148 Overt Discrimination 151

How to Manage Diversity Effectively 153

Steps in Managing Diversity Effectively 153

Sexual Harassment 157 Forms of Sexual Harassment 158 Steps Managers Can Take to Eradicate Sexual Harassment 158

Cha

A MANAGER'S CHALLENGE Nokia Flips Its Approach to Managing the Global Environment 165

Managing in the Global Environment 164

Topics

Overview 166 The Changing Global

What Is the Global Environment 177

Environment? 167 The Process of Globalization 178

The Task Environment Declining Barriers to Trade

The Task Environment 167 and Investment 180 Suppliers 167 Declining Barriers of Distributors 171 Distance and Culture 181 Customers 171 Effects of Free Trade on Competitors 172 Managers 182

The General Environment 174 The Role of National Economic Forces 174 Culture 183 Technological Forces 175 Cultural Values and Norms 183 Sociocultural Forces 175 Hofstede's Model of Demographic Forces 176 National Culture 184 Political and Legal Forces 176 National Culture and Global

Management 186


Focus on Diversity Preventing Discrimination Based on Sexual Orientation 142 Ethics in Action Disabled Employees Make Valuable Contributions 149 Focus on Diversity Layoff Discrimination? 152 Management Insight Top Execs Improve Their Understanding of the Front Line 154

Summary and Review 159 Management in Action 161 Topics for Discussion and Action 161 Building Management Skills 161 Managing Ethically 161 Small Group Breakout Exercise 162 Exploring the World Wide Web 162 Be the Manager 162 Bloomberg Businessweek Gase in the News: Slamming Natty Light Between Lines of C++ 163

Examples

How Microsoft Became a Powerful Nokia Supplier 170

IKEA Is on Top of the Furniture World 179 IVki.u:, ' Kazuo Hirai Replaces Howard Stringer as CEO of Sony 187


Summary and Review 189 Management in Action 190 Topics for Discussion and Action 190 Building Management Skills 190 Managing Ethically 190 Small Group Breakout Exercise 191 Exploring the World Wide Web 191 Be the Manager 191 Fortune Gase in the News: Akio Toyoda: Toyota's Comeback Kid 192

Chapter 7 Decision Making, Learning, Creativity, and Entrepreneurship 194

A MANAGER'S CHALLENGE Decision Making and Learning Are the Keys to Entrepreneurial Success 195

Topics

Overview 197 Implement the Chosen Alternative 208

The Nature of Managerial Learn from Feedback 208 Decision Making 197

Programmed and Cognitive Biases and Nonprogrammed Decision Decision Making 209 Making 198 Prior-Hypothesis Bias 209 The Classical Model 201 Representativeness Bias 209 The Administrative Model 202 Illusion of Control 210

Steps in the Decision- Escalating Commitment 210

Making Process 204 Be Aware of Your Biases 210

Recognize the Need for Group Decision Making 211 a Decision 205 The Perils of Groupthink 211 Generate Alternatives 205 Devil's Advocacy and Assess Alternatives 206 Dialectical Inquiry 211 Choose among Alternatives 208 Diversity among Decision

Makers 212

Chapter 8 The Manager as a Planner and Strategist 226

A MANAGER'S CHALLENGE Groupon's Strategy to Become the Leader in the Online Coupon Market 227

Topics

229

229

Overview

Flanning and Strategy

The Nature of the Flanning Process 230

Why Flanning Is Important 230 Levels of Flanning 231 Levels and Types of Flanning 232 Time Horizons of Plans Standing Plans and Single-Use Plans Scenario Flanning

Determining the Organization's Mission and Goals 235

Defining the Business 235 Establishing Major Goals 236

234

234 234

Formulating Strategy 237 SWOT Analysis 237 The Five Forces Model 240

Formulating Business-Level Strategies 241

Low-Cost Strategy 241 Differentiation Strategy 242 "Stuck in the Middle" 242 Focused Low-Cost and Focused Differentiation Strategies 242

Formulating Corporate-Level Strategies 245

Concentration on a Single Industry 245 Vertical Integration 246

Organizational Learning and Creativity 212

Creating a Learning Organization 213 Promoting Individual Creativity 214 Promoting Group Creativity 214

Entrepreneurship and Creativity 216

Entrepreneurship and New Venture« 217 Intrapreneurship and Organizational Learning 218

Examples

Focus on Diversity Programmed Decision Making at UPS 198 Manager as a Parson Curbing Overconfidence 200 Ethics in Action Helping to Ensure Decisions Contribute to Sustainability 207 Ethics in Action Finding Funding to Do Good 216


Summary and Review 219 Management in Action 221 Topics for Discussion and Action 221 Building Management Skills 221 Managing Ethically 221 Small Group Breakout Exercise 222 Exploring the World Wide Web 222 Be the Manager 222 The Wall Street Journal Gase in the News: "Super Size Me" Generation Takes Over at McDonald's 223

Diversification 248 International Expansion 251

Flanning and Implementing Strategy 256

Examples

i^anaaer as Douglas Conant Keeps Campbell Soup Hot 238 Management Insight Different Ways to Compete in the Soft Drink Business 243 Management Insight Krispy Kreme Doughnuts Are Hot Again 246 Management Insight VF Corp. Acquires Timberland to Realize the Benefits from Related Diversification 249

wlon.illv How Samsung Became a Global Technology Leader


Summary and Review 256 Management in Action 258 Topics for Discussion and Action 258 Building Management Skills 258 Managing Ethically 258 Small Group Breakout Exercise 259 Exploring the World Wide Web 259 Be the Manager 259 Bloomberg Businessweek Gase in the News: KFC's Big Game of Chicken 260

255

xi

Chapter 9 Value Chain Management: Functional Strategies for Competitive Advantage 262

A MANAGER'S CHALLENGE Zynga Develops New Functional Strategies to Create Value in Online Social Gaming 263

Topics

Overview 265

Functional Strategies, the Value Chain, and Competitive Advantage 266

Functional Strategies and Value Chain Management 267

Improving Responsiveness to Customers 269

What Do Customers Want? 269 Managing the Value Chain to Increase Responsiveness to Customers 269 Customer Relationship Management 271

Improving Quality 272 Total Quality Management 274

Improving Efficiency 278 Facilities Layout, Flexible Manufacturing, and Efficiency 278 Just-in-Time Inventory and Efficiency 281 Self-Managed Work Teams and Efficiency 282 Process Reengineering and Efficiency 282 Information Systems, the Internet, and Efficiency 283

Improving Innovation 284 Two Kinds of Innovation 284 Strategies to Promote Innovation and Speed Product Development 284

c Managing Organizational Structure and Culture 294

A MANAGER'S CHALLENGE UPS and Walmart Know How to Build Persuasive Cultures 295

Topics

Overview 296

Designing Organizational Structure 297

The Organizational Environment 297 Strategy 298 Technology 298 Human Resources 299

Grouping Tasks into Jobs: Job Design 300

Job Enlargement and Job Enrichment 300 The Job Characteristics Model 302

Grouping Jobs into Functions and Divisions: Designing Organizational Structure 303

Functional Structure 303 Divisional Structures: Product, Market, and Geographie 305 Matrix and Product Team Designs 310

Coordinating Functions and Divisions 312

Allocati ng Authority 313 Integrating and Coordinating Mechanisms 318

Organizational Culture 319 Where Does Organizational Culture Come From? 322 Strong, Adaptive Cultures versus Weak, Inert Cultures 324


Management Insight First Global Xpress Delivers Packages Faster, Cheaper, and Greener 270 Mamci'-r as a Person Female Manufacturing Plant Managers Help Increase Product Quality 273 Management Insight How Starwood Uses Six Sigma to Improve Hotel Performance 276 Manan.-! as a Person Paddy Hopkirk Improves Facilities Layout 279 Management Insight Innovation and Product Development Are Google's Major Imperative 288

Summary and Review 289 Management in Action 291 Topics for Discussion and Action 291 Building Management Skills 291 Managing Ethically 291 Small Group Breakout Exercise 292 Exploring the World Wide Web 292 Be the Manager 292 Bloomberg Businessweek Gase in the News: Home Depot's Fix-It Lady: Chief Financial Officer Carol Tome Has a Shot at CEO, If She Can Solve the Retailer's Technology Problems 293

Examples

Management Insight Dick's Drive-In Restaurants 301 M.ir. \ Üicbail\ Avon's Global Geographie Structure Results in a Disaster 308 Management Insight A School District Moves from a Geographie to a Market Structure 310 Management Insight To Decentralize and Centralize: Union Pacific and Yahoo! 317 Manager as a Person Alan Mulally Transforms Ford's Culture 320


Summary and Review 325 Management in Action 327 Topics for Discussion and Action 327 Building Management Skills 327 Managing Ethically 328 Small Group Breakout Exercise 328 Exploring the World Wide Web 329 Be the Manager 329 Bloomberg Businessweek Gase in the News: Larry Page's Google 3.0: The Company co-founder and his star deputies are trying to root out bureaucracy and rediscover the nimble moves of youth 330

Chapter H Organizational Control and Change 332

By|a A MANAGER'S Topics JUjM CHALLENGE

United Technologies Overview 335 Behavior Control 347 Has an "ACE" Up Its Sleeve 333 What Is Organizational

Control? 335

Direct Supervision Management by Objectives

348 348

The Importance of Organizational Control 335

Bureaucratic Control Problems with Bureaucratic Control

350

351 Control Systems and IT 338

Bureaucratic Control Problems with Bureaucratic Control

350

351

The Control Process 339 Clan Control 354

Output Control 343 Financial Measures of Performance 343 Organizational Goals 346 Operating Budgets 346 Problems with Output Control 347

Organizational Change 355 Lewin's Force-Field Theory of Change 356 Evolutionary and Revolutionary Change 356 Managing Change 357

Chanlrr L' Human Resource Management 366

A MANAGER'S CHALLENGE Happy Employees Provide Exceptional Service at Zappos 367

Topics

Overview 369

Strategie Human Resource Management 369

Overview of the Components ofHRM 370

The Legal Environment ofHRM 373

Recruitment and Selection 374 Human Resource Flanning 374 Job Analysis 376 Externa! and Internal Recruitment 377 The Selection Process 379

Training and Development 382 Types of Training 382 Types of Development 384

Transfer of Training and Development 385

Performance Appraisal and Feedback 385

Types of Performance Appraisal 385 Who Appraises Performance? 388 Effective Performance Feedback 389

Pay and Benefits 390 Pay Level 390 Pay Structure 392 Benefits 392

Labor Relations 394 Unions 394 Collective Bargaining 395


Management Insight Toyota Makes Major Improvements to Its Quality Control System 336 Management Insight Control Problems Arise between eBay and Its Seilers 341 Management Insight Making the Financial Figures Come Alive 345 Ethics in Action How Dishonest Top Managers Can Develop Rules That Can Corrupt Any Organization—Even a Court 352 Management Insight How Google's Founders Created a Groovy Culture 354 Mann.;.' u a Person Pfizer's Big Push to Create Blockbuster Drugs 359

Summary and Review 361 Management in Action 362 Topics for Discussion and Action 362 Building Management Skills 362 Managing Ethically 362 Small Group Breakout Exercise 363 Exploring the World Wide Web 363 Be the Manager 363 Time Gase in the News: Can Google Star Marissa Mayer Save Yahoo? 364

Examples

Mana<T,q Globally Managing Human Resources at Semco 371 Monaumg Globally Recent Trends in Outsourcing 375 Information Technology Byte Fog Creek Software's Approach to Recruiting 377 Management Insight Treating Employees Well Leads to Satisfied Customers 391 Focus on Diversity Family-Friendly Benefits at Guerra DeBerry Coody 393


Summary and Review 396 Management in Action 397 Topics for Discussion and Action 397 Building Management Skills 397 Managing Ethically 397 Small Group Breakout Exercise 398 Exploring the World Wide Web 398 Be the Manager 398 Fortune Gase in the News: How to Get a Job: Show, Don't Teil 399

xv

L nai Motivation and Performance

•

A MANAGER'S CHALLENGE How Enterprise Rent-A-Car Motivates Employees 403

Topics

405

409 409 410 410 412

Overview

The Nature of Motivation 406

Expectancy Theory Expectancy Instrumentality Valence Bringing It All Together

Need Theories 412 Maslow's Hierarchy of Needs 412 Alderfer's ERG Theory 414 Herzberg's Motivator-Hygiene Theory 414 McClelland's Needs for Achievement, Affiliation, and Power 415 Other Needs 415

402

Equity Theory Equity Inequity Ways to Restore Equity

Goal-Setting Theory

Learning Theories Operant Conditioning Theory Social Learning Theory

Pay and Motivation Basing Merit Pay on Individual, Group, or Organizational Performance Salary Increase or Bonus? Examples of Merit Pay Plans

416 416 417 417

418

419 420 423

424

425 426 427

I W' M t. Leadership 432

A MANAGER'S CHALLENGE Doreen Lorenzo Leads Frog Design 433

Topics

Overview 435

The Nature of Leadership 436 Personal Leadership Style and Managerial Tasks 436 Leadership Styles across Cultures 438 Power: The Key to Leadership 438 Empowerment: An Ingredient in Modern Management 441

Trait and Behavior Models of Leadership 442

The Trait Model 442 The Behavior Model 443

Contingency Models of Leadership 445

Fiedlers Contingency Model 445

House's Path-Goal Theory 447 The Leader Substitutes Model 449 Bringing 1t All Together 450

T ransformational Leadership 450

Being a Charismatic Leader 452 Stimulating Subordinates Intellectually 452 Engaging in Developmental Consideration 452 The Distinction between Transformational and Transactional Leadership 452

Gender and Leadership 453

Emotional Intelligence and Leadership 454


Seeking Intrinsic Motivation in Far Flung Places Management Insight Motivating and Retaining Employees at The Container Store

406

411 Information Technology Byte High Motivation at the SAS Institute 415 Management Insight Training Spurs Learning at Stella & Dot

Summary and Review 427 Management in Action 429 Topics for Discussion and Action 429 Building Management Skills 429 Managing Ethically 429 Small Group Breakout Exercise 430 Exploring the World Wide Web 430 Be the Manager 430 The Wall Street Journal Case in the News: Co-Workers Change Places 431

420


Ethics in Action Servant Leadership at Zingerman's 437

Gregory Maffei and Expert Power 440 Ethics in Action Consideration at Costco 443 Focus on Diversity Admitting a Mistake Helps Small Business Leader 455

Summary and Review 455 Management in Action 457 Topics for Discussion and Action 457 Building Management Skills 457 Managing Ethically 457 Small Group Breakout Exercise 458 Exploring the World Wide Web 458 Be the Manager 458 Bloomberg Businessweek Case in the News: Years of Chaos and Fail Whales Didn't Stop Twitter. Now the Company that Couldn't Kill Itself May Be About to Take Flight 459

Chapter 15 Effective Croups and Teams 464

A MANAGER'S CHALLENGE Teams Innovate at Boeing 465

Topics

Overview 467

Croups, Teams, and Organizational Effectiveness 467

Croups and Teams as Performance Enhancers 467 Croups, Teams, and Responsiveness to Customers 468 Teams and Innovation 469 Croups and Teams as Motivators 470

Types of Croups and Teams 471

The Top Management Team 471 Research and Development Teams 471

Command Croups 472 Task Forces 472 Self-Managed Work Teams 472 Virtual Teams 474 Friendship Croups 475 Interest Croups 476

Group Dynamics 476 Group Size, Tasks, andRoles 476 Group Leadership 479 Group Development over Time 480 Group Norms 481 Group Cohesiveness 484

Managing Croups and Teams for High Performance 487

Chapter 16 Promoting Effective Communication 496

BRH A MANAGER'S Topics gg CHALLENGE WRBa Fostering Effective Overview 499 Personally Addressed Written

Communication and Communication and Communication 507

Collaboration at Communication and Impersonal Written Salesforce.com 497 Management 499 Communication 509

The Importance of Good Communication 500 Communication Networks 510 The Communication Communication Networks in Process 501 Croups and Teams 510 The Role of Perception in Organizational Communication 502 Communication Networks 511 The Dangers of Ineffective External Networks 512 Communication 503 Information Technology

Information Richness and and Communication 513 Communication Media 503 The Internet 513

Face-to-Face Intranets 514 Communication 504 Groupware and Spoken Communication Collaboration Software 514 Electronically Transmitted 506

Motivating Group Members to Achieve Organizational Goals 487 Reducing Social Loafing in Croups 488 Helping Croups to Manage Conflict Effectively 490

Examples

Information Technology Byte Pizza Teams Innovate at Amazon 469 Management Insight Self-Managed Teams at Louis Vuitton and Nucor Corporation 473 Ethics in Action Leadership in Teams at ICU Medical 479 Management Insight Teams Benefit from Deviance and Conformity at IDEO 483


Summary and Review 490 Management in Action 491 Topics for Discussion and Action 491 Building Management Skills 491 Managing Ethically 491 Small Group Breakout Exercise 492 Exploring the World Wide Web 492 Be the Manager 492 New York Times Case in the News: The Rise of the New Groupthink 493

Communication Skills for Managers 517

Communication Skills for Managers as Senders 517 Communication Skills for Managers as Receivers 519 Understanding Linguistic Styles 520

Examples

Global Communication for Global Innovation 500 Management Insight When Face-to-Face Communication Is Called For 504 Ethics in Action Monitoring E-mail and Internet Use 508 Information Technology Byte Collaborating with Wikis 516


Summary and Review 523 Management in Action 524 Topics for Discussion and Action 524 Building Management Skills 524 Managing Ethically 524 Small Group Breakout Exercise 525 Exploring the World Wide Web 525 Be the Manager 525 The Wall Street Journal Case in the News: Doodling for Dollars 526

Chapter 17 Managing Conflict, Politics, and Negotiation sza

A MANAGER'S CHALLENGE Collaborating and Building Alliances at the Nature Conservancy 529

Topics

Overview

Organizational Conflict Types of Conflict Sources of Conflict Conflict Management Strategies

Negotiation Distributive Negotiation and Integrative Bargaining

531 Strategies to Encourage

532 533

Integrative Bargaining 542 532 533 Organizational Politics 543

535 The Importance of Organizational Politics 543

536 Political Strategies for 536 Gaining and Maintaining

541 Power Political Strategies for

544

541 Exercising Power 546

Chapter 18 Using Advanced Information Technology to Increase Performance 556

ggg A MANAGER'S Topics B9I CHALLENGE i * - •*' 1 Microsoft: High Tech Giants Overview 559 The Network of Computing

Also Need the tatest IT 557 Information and the Power 567

Managers lob 559 Types of Management

Attributes of Useful Information Systems 570 Information 560 The Organizational What Is Information Hierarchy: The Traditional Technology? 561 Information System 571 Information and Decisions 561 Transaction-Processing Information and Control 562 Systems 572

Information and Operations Information Coordination 563 Systems 572

The IT Revolution Decision Support Systems 572

The IT Revolution 564 Artificial Intelligence The Effects of Advancing IT 564 and Expert Systems 573 IT and the Product Life Cycle 565

Credits 586

Index

Names

Organization

Glossary/Subjects

624

624

633

636


Ethics in Action The U.S. Labor Department and Big Home Builders Clash 534 Managing Globally Ravi Kant Excels at Collaboration 537 Managing Globally Understanding Other Cultures 539 Ethics in Action El Faro Estate Coffee Benefits Multiple Stakeholders 548

Summary and Review 549 Management in Action 550 Topics for Discussion and Action 550 Building Management Skills 550 Managing Ethically 550 Small Group Breakout Exercise 551 Exploring the World Wide Web 551 Be the Manager 551 Fortune Case in the News: Is Pinterest the next Facebook?: An Exclusive Look Inside CEO Ben Silbermann's Social Media Sensation 552

Enterprise Resource Flanning Systems 574 E-Commerce Systems 576

The Impact and Limitations of Information Technology 578

Strategie Alliances, B2B Network Structures, and IT 578 Platter Structures and Horizontal Information Flows 579

Examples

Management Insight Herman Miller's Office of the Future 563 Information Technology Byte eBay Uses IT to Develop New Ways to Seil Out-of-Fashion Clothing 566 Management Insight Cloud Computing, Bricks and Mortar, and Mobile Container Data Center Storage Solutions 568 Information Technology Byte SAP's ERP System 575 Information Technology Byte IBM and Accenture Create "Virtual"


Summary and Review 581 Management in Action 582 Topics for Discussion and Action 582 Building Management Skills 582 Managing Ethically 582 Small Group Breakout Exercise 583 Exploring the World Wide Web 583 Be the Manager 583 Information Week Case in the News: General Motors Will Slash Outsourcing in IT Overhaul 584

Organizations 580

contemporary [anagemenl eighth edition gareth r. jones jennifer

Documents