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ISBN 10: 1292096659
ISBN 13: 9781292096650
Author: Samuel C Certo, S Trevis Certo
Test Bank for Modern Management Concepts and Skills 14th Global Edition Table of contents:
Part 1 Introduction to Modern Management
Chapter 1 Introducing Modern Management: Concepts and Skills
Management Skill
CHALLENGE CASE: An IBM Success Story: Rodney Adkins
The Modern Management Challenge
A Manager’s Task
The Role of Management
Defining Management
The Management Process: Management Functions
Management Process and Organizational Resources
Practical Challenge: Attaining Goals: Lawrence Jones Motivates Employees at UKFast
Management and Organizational Resources
The Universality of Management
Management Skill: The Key to Management Success
Defining Management Skill
Management Skill: A Classic View
Management Skill: A contemporary View
Steps for Success: Developing Human Skills
Management Skill: A Focus of This Book
Management Careers
A Definition of Career
Career Stages, Life Stages, and Performance
Promoting Your Own Career
Tips for Managing around the Globe: Making the Most of International Experience
Special Career Issues
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Part 2 Modern Management Challenges
Chapter 2 Managers, Society, and Sustainability
Social Responsibility Skill
CHALLENGE CASE: IKEA Builds on Its Commitment to the Environment
The Social Responsibility Challenge
Fundamentals of Social Responsibility
Areas of Social Responsibility
Varying Opinions on Social Responsibility
Conclusions about the Performance of Social Responsibility Activities by Business
Social Responsiveness
Determining Whether a Social Responsibility Exists
Social Responsiveness and Decision Making
Tips for Managing around the Globe: Are Clothing Retailers Responsible for Bangladeshi Garment Workers?
Approaches to Meeting Social Responsibilities
The Social Audit Challenge
The Philanthropy Challenge
The Sustainable Organization Challenge
Defining Sustainability
Defining a Sustainable Organization
Why Sustainability?
Steps for Achieving Sustainability
Practical Challenge: Achieving Sustainability: Free Recycled Water in Abu Dhabi
Managers and Ethics
A Definition of Ethics
Why Ethics Is a Vital Part of Management Practices
A Code of Ethics
Creating an Ethical Workplace
Steps for Success: Creating an Ethical
Work Environment
Following the Law: Sarbanes–Oxley Reform Standards
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Chapter 3 Management and Diversity
Diversity Skill
CHALLENGE CASE: Diverse Employees Contribute to GE Lighting’s Bright Future
The Diversity Challenge
Defining Diversity
The Social Implications of Diversity
Advantages of Diversity in Organizations
Gaining and Keeping Market Share
Cost Savings
Increased Productivity and Innovation
Better Quality Management
Challenges that Managers Face in Working with Diverse Populations
Changing Demographics
Multi-Generation Workforce
Ethnocentrism and Other Negative Dynamics
Practical Challenge: Neutralizing
Stereotypes: BAE Systems Battles
Stereotyping with Awareness
Negative Dynamics and Specific Groups
Strategies for Promoting Diversity in Organizations
Promoting Diversity through Hudson Institute Strategies
Promoting Diversity through Equal Employment and Affirmative Action
Promoting Diversity through Organizational Commitment
Promoting Diversity through Pluralism
Tips for Managing around the Globe: Promoting Diversity Globally: The Sodexo Example
How Managers Promote Diversity
Planning
Organizing
Influencing
Steps for Success: Motivating across the
Generations
Controlling
Management Development and Diversity Training
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Chapter 4 Managing in the Global Arena
Global Management Skill
CHALLENGE CASE: McDonald’s Is Lovin’ Global Growth
The Global Management Challenge
Fundamentals of International Management
Categorizing Organizations By Level
of International Involvement
Domestic Organizations
International Organizations
Multinational Organizations: The Multinational Corporation
Multinational Corporations
Complexities of Managing the Multinational Corporation
Practical Challenge: Managing Risk: Risk Management Synergy
Risk and the Multinational Corporation
The Workforce of Multinational Corporations
Types of Organization Members Found in Multinational Corporations
Workforce Adjustments
Adjusting to a New Culture
Rrepatriation
Management Functions and Multinational
Corporations
Planning in Multinational Corporations
Organizing Multinational Corporations
Influencing People in Multinational Corporations
Steps for Success: Leading in Other
Cultures
Controlling Multinational Corporations
Transnational Organizations
International Management: Special Issues
Maintaining Ethics in International Management
Tips for Managing around the Globe: Oxfam’s Push for Ethical Practices
Preparing Expatriates for Foreign Assignments
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Part 3 Planning
Chapter 5 Plans and Planning Tools
Planning Skill
CHALLENGE CASE: Wal-Mart Plans to Have What You Want
The Planning Challenge
General Characteristics of Planning
Defining Planning
Purposes of Planning
Planning: Advantages and Potential Disadvantages
Primacy of Planning
Types of Plans
Standing Plans: Policies, Procedures, and Rules
Steps for Success: Writing Effective
Policies and Procedures
Single-Use Plans: Programs and Budgets
Steps in the Planning Process
Organizational Objectives: Planning’s
Foundation
Definition of Organizational Objectives
Areas for Organizational Objectives
Working with Organizational Objectives
Guidelines for Establishing Quality Objectives
Management by Objectives (MBO)
Factors Necessary for a Successful MBO Program
MBO Programs: Advantages and Disadvantages
Planning Tools
Forecasting
Tips for Managing around the Globe:
Forecasting Supply of Raw Materials: Mars Inc.
Scheduling
Practical Challenge: Meeting Deadlines:
Asian Banks Provide Relief Measures
Why Plans Fail
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Chapter 6 Making Decisions
Decision-Making Skill
CHALLENGE CASE: Whole Foods Decides to Open in Detroit
The Decision-Making Challenge
Fundamentals of Decisions
Definition of a Decision
Types of Decisions
The Responsibility for Making Organizational Decisions
Tips for Managing around the Globe:
Shaw Industries Paves the Way for Good
Decisions
Elements of the Decision Situation
The Rational Decision-Making Process
Identifying an Existing Problem
Listing Alternative Solutions
Selecting the Most Beneficial Alternative
Implementing the Chosen Alternative
Gathering Problem-Related Feedback
Bounded Rationality
Practical Challenge: Decision Making and
Intuition: Tony Fernandes Is Not a Rational
Thinker (Or Maybe He Is)!
Decision Making and Intuition
Decision-Making Heuristics and Biases
Decision-Making Conditions: Risk and Uncertainty
Decision-Making Tools
Probability Theory
Decision Trees
Group Decision Making
Advantages and Disadvantages of Using Groups
to Make Decisions
Steps for Success: Facilitating Group
Decisions
Processes for Making Group Decisions
Evaluating Group Decision-Making
Processes
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Chapter 7 Strategic Planning: Strategies,Tactics, and Competitive Dynamics
Strategic Planning Skill
CHALLENGE CASE: Facebook Positions Itself to Stay Relevant
The Strategic Planning Challenge
Strategic Planning and Strategy
Strategic Management Process
Environmental Analysis
The General Environment
The Industry Environment
The Internal Environment
Establishing Organizational Direction
Determining Organizational Mission
Developing a Mission Statement
The Importance of an Organizational Mission
The Relationship Between Mission and Objectives
Strategy Formulation: Tools
Critical Question Analysis
Steps for Success: Ask the Right
Questions
SWOT Analysis
Business Portfolio Analysis
Strategy Formulation: Types
Sample Organizational Strategies
Strategy Implementation
Tips for Managing around the Globe:
Be Flexible: Tata Motors
Strategic Control
Tactical Planning
Comparing and Coordinating Strategic and Tactical Planning
Competitive Dynamics
Practical Challenge: Competitive
Dynamics for Oil: Shale Boom Shakes the
Sheiks
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Part 4 Organizing
Chapter 8 Fundamentals of Organizing
Organizing Skill
CHALLENGE CASE: Microsoft Tries to Program Unity with Its New Structure
The Organizing Challenge
Definitions of Organizing and Organizing Skill
The Importance of Organizing
The Organizing Process
Classical Organizing Theory
Weber’s Bureaucratic Model
Division of Labor
Advantages and Disadvantages of Division
of Labor
Division of Labor and Coordination
Follett’s Guidelines on Coordination
Practical Challenge: Coordination: How
the MBTA Moved Forward with Security
Structure
Informal Organizational Structures
Vertical Dimensioning
Horizontal Dimensioning
Types of Departmentalization
Tips for Managing around the Globe:
Reorganizing for Mature Businesses:
Yum Brands
Departments Based on Function
Departments Based on Product or Service
Departments Based on Geography
Departments Based on Customer
Departments by Matrix
Steps for Success: Managing in a Matrix
Structure
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Chapter 9 Responsibility, Authority, and Delegation
Responsibility and Delegation Skill
CHALLENGE CASE: Toyota to Delegate Authority
The Responsibility and Delegation Challenge
Responsibility and Job Descriptions
Steps for Success: Writing a Well-Crafted Job Description
Dividing Job Activities
The Functional Similarity Method
Functional Similarity and Responsibility
Clarifying Job Activities of Managers
Management Responsibility Guide
Authority
Authority on the Job
Acceptance of Authority
Types of Authority
Accountability
Delegation
Practical Challenge: Accountability:
Airport Authority Hong Kong and
Accountability
Steps in the Delegation Process
Obstacles to the Delegation Process
Eliminating Obstacles to the Delegation
Process
Centralization and Decentralization
Decentralizing an Organization: A Contingency Viewpoint
Tips for Managing around the Globe: Decentralizing for Diverse Markets: The Four Seasons Example
Decentralization at Massey-Ferguson: A Classic
Example from the World of Management
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Chapter 10 Human Resource Management
Human Resource Management Skill
CHALLENGE CASE: Cisco Recruits the Best Minds in . . . Cisco
The Human Resource Management
Challenge
Defining Appropriate Human
Resources
Recruitment
Knowing the Job
Knowing Sources of Human Resources
Sources Outside the Organization
Tips for Managing around the Globe:
European Companies Need Women
on Their Boards
Knowing the Law
Selection
Testing
Assessment Centers
Training
Determining Training Needs
Designing the Training Program
Administering the Training Program
Steps for Success: Preparing for
Computer-Based Training
Evaluating the Training Program
Performance Appraisal
Why Use Performance Appraisals?
Practical Challenge: Politicized
Appraisals: Is Organizational Politics a Fact
of Life?
Handling Performance Appraisals
Potential Weaknesses of Performance
Appraisals
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Chapter 11 Changing Organizations: Stress, Conflict, and Virtuality
Organizational Change Skill
CHALLENGE CASE: How Huntington Hospital Introduced Electronic Health Records
The Organizational Change Challenge
Fundamentals of Changing an Organization
Defining Changing an Organization
Change Versus Stability
Factors to Consider When Changing an
Organization
The Change Agent
Determining What Should Be Changed
The Kind of Change to Make
Individuals Affected by the Change
Tips for Managing around the Globe:
Try Out Change in One Country First: Avon’s
Experience
Evaluation of the Change
Change and Stress
Defining Stress
The Importance of Studying Stress
Managing Stress in Organizations
Steps for Success: Managing Stress
Change and Conflict
Defining Conflict
Strategies for Settling Conflict
Practical Challenge: Managing Conflict:
Southwest Airlines Embraces Positive
Conflict
Virtuality
Defining a Virtual Organization
Degrees of Virtuality
The Virtual Office
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Part 5 Influencing
Chapter 12 Influencing and Communication
Communication Skill
CHALLENGE CASE: How Evernote’s Phil Libin Keeps Communication Flowing
The Communication Challenge
Fundamentals of Influencing
Defining Influencing
The Influencing Subsystem
Emotional Intelligence
Practical Challenge: Emotional
Intelligence: PepsiCo Pilot Project
Communication
Interpersonal Communication
Tips for Managing around the Globe:
Overcoming Cultural Barriers: The Lenovo
Example
Steps for Success: Communicating
with Eye Contact
Interpersonal Communication in Organizations
Formal Organizational Communication
Informal Organizational Communication
Encouraging Organizational Communication
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Chapter 13 Leadership
Leadership Skill
CHALLENGE CASE: Iwata Faces Many Different Issues at Nintendo
The Leadership Challenge
Defining Leadership
Leader Versus Manager
Early Approaches to Leadership
The Trait Approach to Leadership
Behavioral Approaches to Leadership
More Recent Approaches to Leadership
Tips for Managing around the Globe:
Leadership Perceptions Vary by Culture, Say
Researchers
The Life Cycle Theory of Leadership
Fiedler’s Contingency Theory
The Path-Goal Theory of Leadership
A Special Situation: How Leaders Make Decisions
The Tannenbaum and Schmidt Leadership
Continuum
The Vroom-Yetton-Jago Model
Leaders Changing Organizations
The Tasks of Transformational Leaders
Leaders Coaching Others
Steps for Success: Becoming a
Transformational Leader
Coaching Behavior
Leadership: Emerging Concepts for Modern Times
Servant Leadership
Level 5 Leadership
Practical Challenge: Leading forGreatness: The 30% Club Is Now In Hong Kong
Authentic Leadership
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Chapter 14 Motivation
Motivation Skill
CHALLENGE CASE: American Express Taps the Full Potential of Its Employees
The Motivation Challenge
Defining Motivation
Process Theories of Motivation
The Needs-Goal Theory of Motivation
The Vroom Expectancy Theory of Motivation
Equity Theory of Motivation
The Porter–Lawler Theory of Motivation
Content Theories of Motivation: Human
Needs
Maslow’s Hierarchy of Needs
Alderfer’s ERG Theory
Practical Challenge: Developing Rewards:
Excellence in Motion—Jaguar Land Rover
Graduate Rewards
Argyris’s Maturity-Immaturity Continuum
McClelland’s Acquired Needs Theory
Importance of Motivating Organization Members
Strategies for Motivating Organization
Members
Managerial Communication
Tips for Managing around the Globe:
Communicating Rewards That Align with
Values
Theory X-Theory Y
Behavior Modification
Likert’s Management Systems
Steps for Success: Making Motivation
Work
Monetary Incentives
Nonmonetary Incentives
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Chapter 15 Groups and Teams
Team Skill
CHALLENGE CASE: Better Teamwork Makes Numerica Credit Union a Winner
The Team Challenge
Groups
Kinds of Groups in Organizations
Formal Groups
Steps for Success: Leading Group
Development
Informal Groups
Managing Work Groups
Determining Group Existence
Understanding the Evolution of Informal Groups
Teams
Groups Versus Teams
Types of Teams in Organizations
Practical Challenge: Solving Problems as
a Team: Malaysian Team Synergy and Problem
Solving
Stages of Team Development
Forming
Storming
Norming
Performing
Adjourning
Team Effectiveness
Trust and Effective Teams
Tips for Managing around the Globe:
Establishing Trust in International Teams
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Chapter 16 Managing Organization Culture
Organization Culture Skill
CHALLENGE CASE: Zappos Doesn’t Sell Shoes—It “Delivers WoW”
The Organization Culture Challenge
Fundamentals of Organization Culture
Defining Organization Culture
The Importance of Organization Culture
Tips for Managing around the Globe:
Marriott International’s Code of Conduct
Functions of Organization Culture
Types of Organization Culture
Building a High-Performance Organization
Culture
Practical Challenge: Building a High-Performance Culture: Xerox Emirates’ Proactive Approach
Keeping Organization Culture Alive and Well
Establishing a Vision of Organization Culture
Building and Maintaining Organization Culture Through Artifacts
Steps for Success: Telling a Company’s Stories
Integrating New Employees into the Organization Culture
Maintaining the Health of Organization Culture
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Part 6 Controlling
Chapter 17 Controlling, Information, and Technology
Controlling Skill
CHALLENGE CASE: Sperry Van Ness: Harnessing Technology for Business Success
The Controlling Challenge
The Fundamentals of Controlling
Defining Control
The Controlling Subsystem
The Controlling Process
Measuring Performance
Comparing Measured Performance to
Standards
Taking Corrective Action
Power and Control
A Definition of Power
Total Power of a Manager
Steps for Increasing Total Power
Tips for Managing around the Globe:
Exercising Power across Cultures
Making Controlling Successful
Essentials of Information
Factors Influencing theValue of Information
Steps for Success
Evaluating Information
The Information System (IS)
Describing the IS
Practical Challenge: Using Data
from Social Media: Big Data
Scoring
Managing Information Systems
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Chapter 18 Production and Control
Production Skill
CHALLENGE CASE: Better Production Planning Saves Money for 3M
The Production Challenge
Production and Productivity
Defining Production
Productivity
Quality and Productivity
Focus on Continual Improvement
Focus on Quality and Integrated Operations
Practical Challenge: Continual
Improvement: At Wisconsin Hospitals, Costs
Fall as Quality Rises
Automation
Strategies, Systems, and Processes
Operations Management
Defining Operations Management
Operations Management Considerations
Tips for Managing around the Globe:
Choosing a Factory Location: Volkswagon
Picks North America
Operations Control
Just-in-Time Inventory Control
Maintenance Control
Cost Control
Budgetary Control
Steps for Success: Controlling with
a Budget
Ratio Analysis
Materials Control
Operations Control Tools
Using Control Tools to Control Organizations
Inspection
Management by Exception
Management by Objectives
Break-Even Analysis
Other Broad Operations Control Tools
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Appendix 1 Managing: History and Current Thinking
Comprehensive Management Skill
CHALLENGE CASE: How Management Innovation Keeps Ford Moving Ahead
The Comprehensive Management Skill
Challenge
The Classical Approach
Lower-Level Management Analysis
Practical Challenge: Improving
Productivity: Tracking Sensors Take Work
Measurement to a New Level
Comprehensive Analysis of Management
Limitations of the Classical Approach
The Behavioral Approach
The Hawthorne Studies
Recognizing the Human Variable
Steps for Success: Understanding Employees
The Human Relations Movement
The Management Science Approach
The Beginning of the Management Science Approach
Management Science Today
Characteristics of Management Science Applications
The Contingency Approach
The System Approach
Types of Systems
Systems and “Wholeness”
The Management System
Information for Management System Analysis
Learning Organization: A New Approach?
Tips for Managing around the Globe: IBM’s
“Crowded” Learning Environment
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Appendix 2 Management and Entrepreneurship: Handling Start-Ups and New Ventures
Entrepreneurship Skill
CHALLENGE CASE: Patagonia’s Idealistic Entrepreneur
The Entrepreneurship Challenge
Fundamentals of Entrepreneurship
Types of Opportunities
Opportunity Identification
Opportunity Evaluation
Steps for Success: Testing Business
Ideas
Opportunity Exploitation
Financing Exploitation
Corporate Entrepreneurship
Practical Challenge: Raising Funds:
Bohemian Guitars Tests the Waters of
“Crowdfunding”
Social Entrepreneurship
How Do Commercial and Social Entrepreneurship
Differ?
Tips for Managing around the Globe:
Taking a Global View of Opportunities: One
Earth Designs
Success Factors in Social Entrepreneurship
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Appendix 3 Encouraging Creativity and Innovation
Creativity and Innovation Skill
CHALLENGE CASE: MidwayUSA Hits the Target with Innovation Aimed at Quality
The Creativity and Innovation Challenge
Creativity
Defining Creativity
Creativity in Organizations
Creativity in Individuals
Practical Challenge: Enabling Creativity:
UN Development Program Backs Creative
Responses to Crises
Increasing Creativity in Organizations
Innovation and Creativity
Defining Innovation
Linking Innovation and Creativity
The Innovation Process
Steps for Success: Inviting Inventions
at a Hackathon
Catalyst for Creativity and Innovation: Total Quality Management
Essentials of Total Quality Management
Tips for Managing around the Globe:
Michelin’s Quality Advantage
The Quality Improvement Process
Creative Ideas Based on TQM Expertise
Challenge Case Summary
Class Preparation and Personal Study
Management Skill Exercises
Glossary
Author Index
Subject Index
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