By Warren R. Plunkett, Raymond F. Attner, Gemmy S. Allen
Administration: assembly AND EXCEEDING client expectancies, 9th version is a finished survey of the foundations and practices of administration as they're being utilized all over the world. The content material and contours are established to enhance carrying on with topics which are woven into the chapters' narratives: 1) the endless attempt through managers and enterprises to satisfy or exceed client wishes, and a couple of) the necessity of corporations and their humans to be guided through powerful management.
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Management: Meeting and Exceeding Customer Expectations, 9th Edition
Administration: assembly AND EXCEEDING shopper expectancies, 9th version is a entire survey of the foundations and practices of administration as they're being utilized around the globe. The content material and contours are based to augment carrying on with issues which are woven into the chapters' narratives: 1) the endless attempt via managers and agencies to fulfill or exceed patron wishes, and a couple of) the necessity of corporations and their humans to be guided by way of potent management.
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8 p ms ey Ter rase K h p ry a r a ■ P u mma a pte r S h C w ie ns ■ R ev uestio view Q e R r e w ■ Ans me n t s Assign e t le p ■ C om LEARNING OBJECTIVES After studying this chapter, you should be able to: Getty Images MANAGEMENT: AN OVERVIEW 1 2 3 4 5 6 7 8 9 Explain why organizations need managers Determine the needs that affect a manager’s universe Identify three levels of management Describe five management functions Apply management functions to each level of management Summarize ten management roles Analyze three management skills Contrast the myths with the realities of a manager’s job Discuss the criteria used to evaluate a manager’s performance MANAGEMENT IN ACTION Best Buy: Close to the Customer © Douglas C.
We examine each of these needs, beginning with the need to please customers. The Need to Please Customers quality The features and characteristics of a product or service that allow it to satisfy requirements of those who use or consume them customer Any person or group, both inside and outside an organization, who uses or consumes outputs from an organization or its members Managers know that the survival and profitability of their organization are directly linked to meeting or exceeding customers’ needs and expectations.
4. Organizations should value diversity in their employees. 5. Managers and organizations must learn to cope with global challenges. How each need is met is largely affected by each manager’s and organization’s values, how well each manager executes the five management functions, and the availability of needed resources. We examine each of these needs, beginning with the need to please customers. The Need to Please Customers quality The features and characteristics of a product or service that allow it to satisfy requirements of those who use or consume them customer Any person or group, both inside and outside an organization, who uses or consumes outputs from an organization or its members Managers know that the survival and profitability of their organization are directly linked to meeting or exceeding customers’ needs and expectations.