Management: meeting and exceeding customer expectations
South-Western College Pub., Feb 5, 1997 - Business & Economics - 760 pages
The central theme of this sixth edition is meeting and exceeding customer expectations by integrating a "customer first" theme into each of the basic management concepts. This edition also discusses the contemporary management issues of quality, ethics, global applications, leadership, and diversity.
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Outback Steakhouse Moves
Management Myths and Realities
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achieve action activities agers alternative authority behavior Chapter Chicago Tribune commitment Community College company's competencies competitive competitors contingency theory continue core values corporate costs create culture customers diversity Edmark Edwards Deming effective efficiency efforts employees ethical evaluate example execute Explain external environment Figure focus focused Food Lion forces goals Harley-Davidson human resources identify implementation improve individuals industry influence interactive internal Johnson & Johnson kaizen leadership Learning Objective Management Concepts management thought management's manager's manufacturing McDonald's ment middle managers million mission statement Narodick open-book management operations organization's organizational organizational culture Outback Outback Steakhouse output percent performance PETsMART Planning and Decision problems profits programs quality and productivity reengineering result roles school of management skills Strategic Management strategic planning strategy structure subordinates suppliers tactical tasks Tenneco tion top management Wal-Mart workers