^ - Contemporary

Management

Ninth Edition

Gareth R. Jones

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

Mc
Graw
Hill
Education
Chapter 1 Managers and Managing 2

A MANAGER'S Topics Examples Management in Action

CHALLENGE
Hitting the Mark at Alcori Overview
Entertainment 3
What Is Management?
Achieving High Performance:
A Manager's Goal
Why Study Management?
Essential Managerial Tasks
Flanning
Organizing
Leading
Controlling
Performing Managerial Tasks:
Mintzberg's Typology
Levels and Skills
of Managers
Levels of Management
Managerial Skills
5 Recent Changes in Manager as a Person Summary and Review 27
Management Practices 17 Dennis Corsi: Flying High
5 at Armstrong Consultants Management in Action 28
8
Restructuring and Outsourcing 17 Topics for Discussion and Action 28
Managing Globz- y Building Management Skills 28
5 Empowerment and Self- Insourcing Is Out at GE's
6 Managed Teams 19 Appliance Division 18 Managing Ethically 29
Challenges for Management Small Group Breakout Exercise 29
7 Ethics in Action
Apple Makes Sure Its Suppliers Exploring the World Wide Web 29
7 in a Global Environment 20
Don't Fall Too Far from the Tree 23 Be the Manager 29
9 Building Competitive New York Magazine, Case in
Advantage 20 Ethics in Action the News: Elon Musk Is in
10 Digging Deep to Promote
Maintaining Ethical and an Empire State of Mind 30
10 Workplace Safety 26
Socially Responsible
Standards 22
10
Managing a Diverse
Workforce 24
11 Utilizing IT and E-Commerce 25
11 Practicing Global Crisis
14 Management 25

Chapter 2 The Evolution of Management Thought 32

A MANAGER'S Topics Examples Management in Action

CHALLENGE
Simplification and Overview 35 Behavioral Ethics in Action Summary and Review 54
Excellence at General McDonald's and Human Rights 38
Scientific Management Management Management in Action 55
Electric 33 Manager as a Person Topics for Discussion and Action 55
Theory 35 Theory 46
John D. Rockefeiler 40 Building Management Skills 55
Job Specialization and the The Work of Mary
Parker Follett 46 Management Insight Managing Ethically 56
Division of Labor 36 Jim Collins: Good to Great 46
The Hawthorne Studies and Small Group Breakout Exercise 56
F. W. Taylor and Scientific
Human Relations 47 Exploring the World Wide Web 57
Management 37
Theory X and Theory Y 48 Be the Manager 57
The Gilbreths 39
The Wall Street Journal Case in the
Administrative Management News: Deutsche Bank Found
Management Theory 40 Science Theory 50 Inappropriate Communication
between Staffer, Central Bank
The Theory of Bureaucracy 40 Organizational Salesperson Was Placed on
Fayol's Principles of Environment Theory 51 Leave in March 57
Management 42 The Open-Systems View 51
Contingency Theory 52
 Values, Attitudes, Emotions,
Chapter 3
and Culture: The Manager as a Person 60

Topics Examples Management in Action

A MANAGER'S
CHALLENGE
Jess Lee's Determination Overview 63 Attitudes 70 Manager as a Person Summary and Review 85
and Broad Interests Lead Moods and Emotions 74 Kevin Plank's Openness to Management in Action 86
to the Top at Polyvore 61 Enduring Characteristics: Experience and Conscientiousness
Ray Off at Under Armour 65 Topics for Discussion and Action 86
Personality Traits 63 Emotional Intelligence 76
Building Management Skills 86
The Big Five Personality Organizational Culture 78 Ethics in Action
Telling the Truth at Gentie Giant Managing Ethically 86
Traits 63 Managers and Organizational Small Group Breakout Exercise 87
Moving 69
Other Personality Traits That Culture 78 Exploring the World Wide Web 87
Affect Managerial Behavior 67 Ethics in Action
The Role of Values and Norms Protecting the Environment and Be the Manager 87
Values, Attitudes, and in Organizational Culture 80 Jobs at Subaru of Indiana The Wall Street Journal Gase
Culture and Managerial Action 83 Automotive 72 in the News: After Apple,
Moods and Emotions 68 Tackling Poverty 88
Values: Terminal and Management Insight
Instrumental 69 Emotions as Triggers for
Changes in Organizations 75

Chapter 4 Ethics and Social Responsibility

Topics Examples Management in Action

A MANAGER'S
H CHALLENGE
Overview Ethics in Action Summary and Review 117
Michelle Obama's 93 Ethics and Social
Safety in the Garment Industry 99 Management in Action 119
Challenge to Kids across Responsibility 107
America: Let's Move! 91 The Nature of Ethics 93 Ethics in Action
Societal Ethics Topics for Discussion and Action 119
Ethical Dilemmas 93 107 Cleaning up the Soap Market 101 Building Management Skills 119
Ethics and the Law 93 Occupational Ethics 109
Ethics in Action Managing Ethically 119
Changes in Ethics over Time 94 Individual Ethics 110 Finding Diamonds in a Rough Small Group Breakout Exercise 120
Organizational Ethics 111 Ethical Landscape 108 Exploring the World Wide Web 120
Stakeholders and Ethics 95
Stockholders Approaches to Social Ethics in Action Be the Manager 120
96 TOMS One for One: Identify Bloomberg Businessweek Gase
Managers 96 Responsibility 114 a Need and Then a Product 113 in the News: Missed Alarms and
Ethics and Nonprofit Four Different Approaches 115 40 Million Stolen Credit Card
Organizations 98 Why Be Socially Responsible? 116 Numbers: How Target Blew It 121
Employees 99 The Role of Organizational
Suppliers and Distributors 99 Culture 116
Customers 100
Community, Society,
and Nation 102
Rules for Ethical Decision
Making 103
Why Should Managers
Behave Ethically? 105
 • r'',- .

' .. .

Managing Diverse Employees

Chapter 5
in a Multicultural Environment

A MANAGER'S Topics Examples Management in Action

•• CHALLENGE
PricewaterhouseCoopers
Effectively Manages
Diversity in Multiple
Ways 123
Overview
The Increasing Diversity
of the Workforce and
the Environment
Age
Gender
Race and Ethnicity
Religion
Capabilities/Disabilities
Socioeconomic Background
Sexual Orientation
Other Kinds of Diversity
Managers and the Effective
Management of Diversity 133
Critical Managerial Roles
The Ethical Imperative to
Manage Diversity Effectively 136
Effectively Managing Diversity
Makes Good Business Sense 137
125 Perception Focus on Diversity Summary and Review 150
Factors That Influenae Preventing Discrimination Management in Action 151
Based on Sexual Orientation 131
Managerial Perception 139 Topics for Discussion and Action 151
Perception as a Determinan; Focus on Diversity Building Management Skills 151
125 of Unfair Treatment Effectively Managing Diversity Managing Ethically 151
126 at Sodexo and Principal
Oven Discrimination Financial Group 134 Small Group Breakout Exercise 152
127 Exploring the World Wide Web 152
128 How to Manage Diversity Ethics in Action
Disabled Employees Make Be the Manager 152
129 Effectively 144
Valuable Contributions 140 The Wall Street Journal Gase in
129 Steps in Managing Diversity the News: Do You Know Your
Effectively 144 Management Insight Hidden Work Biases? 153
130 Top Execs Improve Their
131 Sexual Harassment 148 Understanding of the Front Line 145
132 Forms of Sexual Harassment 148
Steps Managers Can Take to
Eradicate Sexual Harassment 149
133

Chapter 6 Managing in the Global Environment 156

A MANAGER'S Topics Examples Management in Action

CHALLENGE
Getting Global Right on the Overview 158 The Changing Global Managing Globaüy Summary and Review 179
Internet 157 Watering Down the Supply Chain 162 Management in Action 180
What Is the Global Environment 169
The Process of Globalization 170 Managing Globaüy Topics for Discussion and Action 180
Environment? 158 Leveraging London for Leadership 170
Declining Barriers to Trade Building Management Skills 180
The Task Environment 159 and Investment 172 Management Insight Managing Ethically 180
Suppliers 159 Declining Barriers of Cultural Differences That Expatriates Small Group Breakout Exercise 181
Distributors 162 Face in International Business 178 Exploring the World Wide Web 181
Distance and Culture 173
Customers 163 Effects of Free Trade on Be the Manager 181
Competitors 163 Managers 174 Bloomberg BusinessWeek
Gase in the News: In Trade Talks,
The General Environment 165 The Role of It's Countries versus Companies 182
Economic Forces 166 National Culture 175
Technological Forces 166 Cultural Values and Norms 175
Sociocultural Forces 167 Hofstede's Model of
Demographic Forces 167 National Culture 175
Political and Legal Forces 168 National Culture and Global
Management 177
 Decision Making, Learning, Creativity,
Chapter 7
and Entrepreneurship 184

Topics Prior Hypothesis Bias 200 Examples Management in Action

A MANAGER'S
CHALLENGE Representativeness Bias 200
Decision Making and Overview 187 Illusion of Control 200 Focus on Diversity Summary and Review 209
Learning at 1-800- Escalating Commitment 201 Programmed Decision Making Management in Action 210
Flowers.com 185 The Nature of Managerial Be Aware ofYour Biases 201 at UPS 188
Topics for Discussion and Action 210
Decision Making 187 Manager as a Person Building Management Skills 210
Group Decision Making 201 Curbing Overconfidence 190
Programmed and Managing Ethically 210
Nonprogrammed Decision The Perils of Groupthink 202
Ethics in Action Small Group Breakout Exercise 211
Making 188 Devil's Advocacy and Helping to Ensure Decisions
Dialectical Inquiry 202 Exploring the World Wide Web 211
The Classical Model 191 Contribute to Sustainability 197
Diversity among Decision Be the Manager 211
The Administrative Model 191 Management Insight The New York Times Case in
Makers 203 Decision Making and Learning
Steps in the Decision- the News: For Many Older
Organizational Learning from Feedback at GarageTek 199 Americans, an Enterprising Path 212
Making Process 194
and Creativity 203
Recognize the Need for a Creating a Learning
Decision 195
Organization 204
Generate Alternatives 195 Promoting Individual Creativity 205
Assess Alternatives 196 Promoting Group Creativity 205
Choose among Alternatives 198
Entrepreneurship
Implement the Chosen
Alternative 198 and Creativity 206
Learn from Feedback 198 Entrepreneurship and
New Venture« 207
Cognitive Biases and Intrapreneurship and
Decision Making 200 Organizational Learning 208

Chapter 8 The Manager as a Planner and Strategist 214

Topics Formulating Strategy 224 Examples Management in Action

A MANAGER'S
CHALLENGE SWOT Analysis 224
Overview 216 The Five Forces Model 227 Manager as a Person Summary and Review 241
Toys"R"Us Is Not Playing
Mary Barra Faces GM's Problems 225 Management in Action 243
Around When It Comes to Formulating Business-
Flanning 215 Flanning and Strategy 217 Management Insight Topics for Discussion and Action 243
The Nature of the Level Strategies 227 Redbox and Netflix versus Building Management Skills 243
Low-Cost Strategy 228 Blockbuster 229
Flanning Process 217 Managing Ethically 243
Why Flanning Is Important 218 Differentiation Strategy 228 Management Insight Small Group Breakout Exercise 244
"Stuck in the Middle" 228 Getting Walked All Over Exploring the World Wide Web 244
Levels of Flanning 218 in the Shoe Business 232
Levels and Types of Flanning 219 Focused Low-Cost and Focused Be the Manager 244
Differentiation Strategies 229 Management Insight Bloomberg Businessweek Case
Time Horizons of Plans 221 PepsiCo: Would You Like a Snack
Formulating Corporate- in the News: How the Average
Standing Plans and with That Beverage? 235 McDonald's Makes Twice as
Single-Use Plans 221 Level Strategies 231 Managing Globally Much as Burger King 245
Scenario Flanning 221 Concentration on a Single Joint Venture Is a Sweet Deal for
Industry 232 Sugar Production and Distribution 240
Determining the
Vertical Integration 233
Organization's Mission
Diversification 234
and Goals 222 International Expansion 237
Defining the Business 222
Establishing Major Goals 223 Flanning and Implementing
Strategy 241
Chapter 9 Value Chain Management: Functional
Strategies for Competitive Advantage 246

A MANAGER'S Topics Examples Management in Action

CHALLENGE
Ready for Takeoff? Overview 249 Improving Efficiency 261 Management Insight Summary and Review 271
Increasing Airlines' Facilities Layout, Flexible Bread in the e-Commerce Management in Action 273
Boarding Efficiency 247 Functional Strategies, the Fast Lane 254
Manufacturing, and Efficiency 261 Topics for Discussion and Action 273
Value Chain, and Management Insight
Just-in-Time Inventory and Building Management Skills 273
Competitive Advantage 249 Efficiency 263 Vendor Relationships Key to Managing Ethically 273
Functional Strategies and TJX's Store Offerings 257
Self-Managed Work Teams and Small Group Breakout Exercise 274
Value Chain Management 250 Efficiency 264 Management Insight Exploring the World Wide Web 274
Everything's Coming up Roses
Improving Responsiveness Process Reengineering and in One Texas Town 260 Be the Manager 274
to Customers 252 Efficiency 264 Bloomberg Businessweek Gase
Management Insight in the News: Maybe March
What Do Customers Want? 253 Information Systems, the Internet, Workspace Company Redefines
and Efficiency 265 Madness Boosts (Rather Than
Managing the Value Chain to Its Own Workspace Philosophy, Kills) U.S. Productivity 275
Increase Responsiveness to Improving Innovation 266 PUtting Its Money Where Its
Customers 253 Mouth Is 262
Two Kinds of Innovation 266
Customer Relationship Strategies to Promote Management Insight
Management 255 Legos Doesn't Play Around
Innovation and Speed When It Comes to Quality 270
Improving Quality 256 Product Development 266
Total Quality Management 257

Chapter 10 Managing Organizational Structure and Culture 276

A MANAGER'S Topics Examples Management in Action

CHALLENGE
Three Studios, Overview 278 Divisional Structures: Product, Management Insight Summary and Review 305
Three Cultures, One Market, and Geographie 287 Giving Wendy's a New Image 283 Management in Action 307
Company 277 Designing Organizational
Matrix and Product Team Managing Globaüy Topics for Discussion and Action 307
Structure 279 Designs 291 Engineering across the World 289 Building Management Skills 307
The Organizational
Coordinating Functions Management Insight Managing Ethically 308
Environment 279 The Miami Dolphins' Team-First Small Group Breakout Exercise 307
Strategy 280 and Divisions 293 Culture 291 Exploring the World Wide Web 309
Technology 280 Allocating Authority 294
Manager as a Person Be the Manager 309
Human Resources 281 Integrating and Coordinating Satya Nardella, Microsoft's Bloomberg Businessweek Gase
Mechanisms 298 New CEO 297 in the News: Panasonic Revives as
Grouping Tasks into
Organizational Culture 300 Manager as a Person Other Japanese Tech Giants Falter 310
Jobs: Job Design 282
Where Does Organizational Marissa Mayer Shakes Up Yahoo! 301
Job Enlargement and Job
Culture Come From? 302
Enrichment 282
Strong, Adaptive Cultures
The Job Characteristics Model 283
versus Weak, Inert Cultures 304
Grouping Jobs into Functions
and Divisions: Designing
Organizational Structure 285
Functional Structure 285
Chapter 11 Organizational Control and Change 312

A MANAGER'S Topics Examples Management in Action

CHALLENGE
The Zappos Holacracy 313 Overview 314 Behavior Control 327 Management Insight Summary and Review 340
What Is Organizational Direct Supervision 327 Email at Work 316 Management in Action 341
Control? 315 Management by Objectives 328 Management Insight Topics for Discussion and Action 341
Bureaucratic Control 329 The Four Control Steps in Building Management Skills 341
The Importance of Afghanistan 321
Organizational Control 315 Problems with Bureaucratic Managing Ethically 341
Control Systems and IT 318 Control 331 Management Insight Small Group Breakout Exercise 342
Quantitative Skills in the Exploring the World Wide Web 342
The Control Process 319 Clan Control 333 Job Market 325
Be the Manager 342
Output Control 323 Organizational Change 334 Ethics in Action Bloomberg Businessweek Case
Financial Measures of Lewin's Force-Field Theory Netflix: Freedom and in the News: How Chick-fil-
Performance 323 of Change 335 Responsibility 332 A Spent $50 Million to Change
Organizational Goals 325 Evolutionary and Management Insight Its Grilled Chicken 343
Revolutionary Change 336 How Philanthrofits Help Users
Operating Budgets 326
Help Charities 334
Problems with Output Control 327 Managing Change 336
Managing Globally
Changing Online Retailing
with Virtusize 338

Chapter 12 Human Resource Management 344

A MANAGER'S Topics Examples Management in Action

CHALLENGE
Treating Employees Overview 347 Training and Development 361 Management Insight Summary and Review 372
Well Leads to Satisfied Types of Training 361 Recruitment and Selection
Customers and Low Strategie Human Resource Management in Action 374
Types of Development 362 and Training and Development
Turnover at the Four Management 347 at Zappos 349 Topics for Discussion and Action 374
Seasons 345 Overview of the Components Transfer of Training and Building Management Skills 374
Development 363 Managing Globally Managing Ethically 374
of HRM 348 Managing Human Resources
Performance Appraisal at Semco 350 Small Group Breakout Exercise 375
The Legal Environment
Exploring the World Wide Web 375
of HRM 351 and Feedback 364 Managing Globally
Recent Trends in Outsourcing 354 Be the Manager 375
Types of Performance
Recruitment and Selection 353 Appraisal 364 The Wall Street Journal Case
Information Technology Byte in the News: Amazon Recruits
Human Resource Flanning 353 Who Appraises Performance? 366 Fog Creek Software's Approach Face "Bar Raisers" 376
Job Analysis 355 Effective Performance to Recruiting 356
External and Internal Feedback 368
Recruitment 356
Pay and Benefits 369
The Selection Process 358
Pay Level 369
Pay Structure 369
Benefits 370
Labor Relations 371
Unions 371
Collective Bargaining 372
xv
Chapter 13 Motivation and Performance

A MANAGER'S Topics Examples Management in Action

CHALLENGE
High Motivation Rules at Overview 381 Equity Theory 392 Managing Globally Summary and Review 404
the SAS Institute 379 Equity 393 Seeking intrinsic Motivation in Management in Action 406
The Nature of Motivation 381 Far-Flung Places 382
Inequity 393 Topics for Discussion and Action 406
Expectancy Theory 384 Management Insight
Ways to Restore Equity 393 Building Management Skills 406
Expectancy 385 Motivating and Retaining Managing Ethically 407
Equity and Justice in Employees at The Container Store 386
Instrumentality 386 Organizations 395 Small Group Breakout Exercise 407
Valence 386 Management Insight Exploring the World Wide Web 407
Goal-Setting Theory 395 How Enterprise Rent-A-Car
Bringing It All Together 387 Motivates Employees 388 Be the Manager 408
Need Theories 389 Learning Theories 396 INC. Gase in the News: You Can
Management Insight Buy Employee Happiness. But
Maslow's Hierarchy of Needs 389 Operant Conditioning Theory 397 Training Spurs Learning at Should You? 408
Alderfer's ERG Theory 390 Social Learning Theory 399 Stella & Dot 397
Herzberg's Motivator- Pay and Motivation 401
Hygiene Theory 391 Basing Merit Pay on Individual,
McClelland's Needs for Group, or Organizational
Achievement, Affiliation, Performance 402
and Power 392 Salary Increase or Bonus? 403
Other Needs 392 Examples of Merit Pay Plans 404

Chapter 14 Leadership 412

A MANAGER'S Topics Examples Management in Action

CHALLENGE
Jim Whitehurst Leads Overview 415 Transformational Ethics in Action Summary and Review 435
Red Hat 413 Servant Leadership at Management in Action 436
The Nature of Leadership 415 Leadership 430
Zingerman's 416
Personal Leadership Style Being a Charismatic Leader 431 Topics for Discussion and Action 436
Manager as a Person Building Management Skills 436
and Managerial Tasks 415 Stimulating Subordinates Gregory Maffei and Expert Power 420
Leadership Styles across Intellectually 431 Managing Ethically 437
Cultures 417 Engaging in Developmental Management Insight Small Group Breakout Exercise 437
Consideration at Costco 423 Exploring the World Wide Web 438
Power: The Key to Leadership 418 Consideration 431
The Distinction between Focus on Diversity Be the Manager 438
Empowerment: An Ingredient Admitting a Mistake Helps Small
in Modern Management 421 Transformational Bloomberg Businessweek Gase
Business Leader 434 in the News: "Don't Mess This Up."
and Transactional Leadership 432
Trait and Behavior Models How Lego Finally Trusted Warner
of Leadership 421 Gender and Leadership 432 Bros, to Bring Its Minifigs to the
Big Screen 438
The Trait Model 421 Emotional Intelligence and
The Behavior Model 422 Leadership 433
Contingency Models of
Leadership 424
Fiedler's Contingency Model 425
House's Path-Goal Theory 427
The Leader Substitutes Model 428
Bringing It All Together 429 xvii
Chapter 15 Effective Croups and Teams

A MANAGER'S Topics Examples Management in Action

CHALLENGE
Teams Innovate at W.L. Overview 445 Friendship Croups 453 Information Technology Byte Summary and Review 468
Gore 443 Interest Croups Pizza Teams Innovate at Amazon 447 Management in Action 469
Croups, Teams, and 453
Management Insight Topics for Discussion and Action 469
Organizational Effectiveness 445 Group Dynamics 454 Self-Managed Teams at Louis Building Management Skills 469
Croups and Teams as Group Size, Tasks, and Roles 454 Vuitton and Nucor Corporation 451 Managing Ethically 470
Performance Enhancers 446 Group Leadership 457 Ethics in Action Small Group Breakout Exercise 470
Croups, Teams, and Group Development Leadership in Teams at Exploring the World Wide Web 470
Responsiveness over Time 458 ICU Medical 457
Be the Manager 471
to Customers 446 Group Norms 459 Management Insight The Wall Street Journal Case
Teams and Innovation 447 Group Cohesiveness 462 Teams Benefit from Deviance in the News:The Team Can
Croups and Teams as and Conformity at IDEO 461 See You Now 471
Motivators 448 Managing Croups
and Teams for High
Types of Croups
Performance 465
and Teams 449
Motivating Group Members
The Top Management Team 449 to Achieve Organizational
Research and Development Goals 465
Teams 449
Reducing Social Loafing
Command Croups 450 in Croups 466
Task Forces 450 Helping Croups to Manage
Self-Managed Work Teams 450 Conflict Effectively 468
Virtual Teams 452

Chapter 16 Promoting Effective Communication 474

A MANAGER'S Topics Examples Management in Action

CHALLENGE
Encouraging Effective Overview 477 Managing Globally Summary and Review 501
Communication Networks 488
Communication and Global Communication for Global Management in Action 503
Collaboration at Communication Communication Networks in Innovation at GE Healthcare 478
Groups and Teams 488 Topics for Discussion and Action 503
Salesforce.com 475 and Management 477 Management Insight
Organizational Communication Building Management Skills 503
The Importance of Good Knowing When Face-to-Face Managing Ethically 503
Communication 478 Networks 490 Communication Is Called For 483
External Networks 491 Small Group Breakout Exercise 504
The Communication Process 479 Ethics in Action Exploring the World Wide Web 504
The Role of Perception in Information Technology Monitoring Email and Internet Use 487
Be the Manager 504
Communication 480 and Communication 491 Information Technology Byte The Wall Street Journal Case
The Dangers of Ineffective The Internet 491 Collaborating with Wikis 494 in the News: "Help! I'm on a
Communication 481 Intranets 491 Conference Call" 505
Information Richness and Groupware and Collaboration
Communication Media 482 Software 492
Face-to-Face Communication 482 Communication Skills
Spoken Communication for Managers 495
Electronically Transmitted 484 Communication Skills for
Personally Addressed Written Managers as Senders 495
Communication 485 Communication Skills
Impersonal Written for Managers as Receivers 497
Communication 487 Understanding Linguistic Styles 498
Chapter 17 Managing Conflict, Politics, and Negotiation

A MANAGER'S Topics Examples Management in Action

CHALLENGE
Indra Nooyi Collaborates Overview 511 Strategies to Encourage Ethics in Action Summary and Review 529
and Builds Alliances Integrative Bargaining 520 The U.S. Labor Department Management in Action 530
at PepsiCo 509 Organizational Conflict 511 and Big Home Builders Clash 513
Types of Conflict 512 Organizational Politics 521 Topics for Discussion and Action 530
The Importance of Managing Globf. !y Building Management Skills 530
Sources of Conflict 514 Understanding Other Cultures 517
Organizational Politics 522 Managing Ethically 530
Conflict Management
Political Strategies for Ethics in Action Small Group Breakout Exercise 531
Strategies 516 Building Alliances at The
Gaining and Maintaining Exploring the World Wide Web 531
Negotiation 519 Nature Conservancy 524
Power 522 Be the Manager 531
Distributive Negotiation Political Strategies for Ethics in Action The New York Times Gase in
and Integrative Bargaining 519 Exercising Power El Faro Estate Coffee Benefits the News: Advocates for Workers
525 Multiple Stakeholders 528 Raise the Ire of Business 532

Using Advanced Information Technology

Chapter 18
to Increase Performance 534

A MANAGER'S Topics Examples Management in Action

CHALLENGE
s What's a Wearable? 535 Overview 536 The Organizational Hierarchy: Management Insight Summary and Review 558
The Traditional Information Using "Big Data" 540 Management in Action 559
Information and the
System 548 Information Technology Byte Topics for Discussion and Action 559
Manager's Job 537 Transaction-Processing What Happened to Windows XP? 544 Building Management Skills 559
Attributes of Useful Systems 549
Information 537 Management Insight Managing Ethically 559
Operations Information Accessing and Storing Data 545 Small Group Breakout Exercise 560
What Is Information Systems 549
Information Technology Byte Exploring the World Wide Web 560
Technology? 538 Decision Support Systems 550 ERP Helps Custom Profile 552 Be the Manager 560
Information and Decisions 539 Artificial Intelligence Information Technology Byte Bloomberg Businessweek Gase
Information and Control 539 and Expert Systems 550 in the News: Twitter and Amazon
PeopleG2 Goes Virtual 557
Information and Coordination 541 Enterprise Resource Flanning Go Hashtag Shopping and
Systems 551 Solve a Problem No One Ever Had 561
The IT Revolution 542
The Effects of Advancing IT 542 E-Commerce Systems 553
IT and the Product Life Cycle 542 The Impact and Limitations
The Network of Computing of Information Technology 555
Power 545 Strategie Alliances, B2B
Types of Management Network Structures, and IT 555
Information Systems 548 Platter Structures and
Horizontal
Information Flows 556
Credits 562

Index 6io

Names 6io

Organizations eis

Glossary/Subjects 622