A Handbook of Management and Leadership: A Guide to Managing for Results

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Kogan Page Publishers, 2005 - Business & Economics - 242 pages
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The Handbook of Management and Leadership provides guidance on the processes of management and leadership with particular reference to what managers and aspiring managers need to know about the skills of management and approaches to effective leadership. The book also deals with three other important areas of management: change management, continuous improvement and the achievement of high levels of customer service. The book is aligned to the professional standards of the Chartered Institute of Personnel and Development (CIPD) for Managing for Results which is one of the main sections of the Leadership and Management set of standards. It therefore provides a complete presentation of all that students need to know to pass that examination, which is an essential portal to chartered membership of the CIPD. It also deals with the subject areas covered by the Management Standards Centre.
 

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Contents

Leadership
13
The role of the manager
21
Managerial activities
31
Approaches to management
45
Making things happen
61
Strategic management
67
Systems and process management
73
Selfdevelopment
81
Change management
119
ENHANCING CUSTOMER RELATIONS
135
Approaches to customer service
145
Achieving high levels of customer service
165
Continuous improvement
185
Quality management
207
Appendix Guidelines for Managing for Results students
221
Index
235

The process of change
91
The context of change
103

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About the author (2005)

Michael Armstrong is a Fellow of and former Chief Examiner (Employee Reward) for the Institute of Personnel and Development. He is an independent management consultant with extensive experience in the aerospace and food industries and in publishing, and the author of many bestselling titles published by Kogan Page.

Tina Stephens is Chief Examiner (Employee Reward) for the Chartered Institute of Personnel and Development.

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