SEVENTH EDITION
GERALD A. COLE
PHIL KELLY
Preface IX
Acknowledgements xii
About the Authors xiii
Walk-Through Tour xiv
PART ONE: MANAGEMENT THEORY
Section 1 Introduction 4
1 Developments in Management Theory 1910-2000 5
2 Definitions of Management 11
Section 2 Classical Theories of Management 21
3 The Search for Principles of Management 22
4 Max Weber and the Idea of Bureaucracy 37
Section 3 Human Relations and Social Psychological Theories 43
5 Motivation -The Early Theorists 44
6 Motivation - Later Theorists 58
Section 4 Theories of Leadership and Group Behaviour 67
7 Leadership - Theory and Practice 68
8 Groups and Group Behaviour 81
Section 5 Systems and Contingency Approaches to Management Theory 94
9 Organizations as Systems 95
10 Contingency Approaches to Management 105
Section 6 Modern Approaches to Management Theory 116
11 Modern Approaches to Management 117
PART^/VO: MANAGEMENT IN PRACTICE
Section 7 The Context of Management 128
Case Study - United Parcel Service, UPS 129
12 Business Organizations and Corporate Governance 131
13 Developing an Organization Culture 142
vi CONTENTS
14 Women in Management 153
15 The International Context of Management 161
Section 8 Management Planning 176
Case Study - Strategic Objectives at Montblanc - A Luxury Goods Manufacturer in Retail 177
16 Strategic Aspects of Management 179
17 Objectives, Policies and Organizational Ethics 193
18 Performance Standards in Management 205
19 Decision-making in Organizations 213
20 Human Resource Planning 219
21 Work Structuring, Job Design and Business Process Re-engineering 227
Section 9 Organizing for Management 238
Case Study - Structure of Policing in London 239
22 Organization Structures 241
23 Delegation and Empowerment 258
24 Managing Change: Key Concepts 265
25 Implementing Change 276
26 Communication in Organizations 288
27 Time Management and Personal Effectiveness 301
Section 10 Control in Management 311
Case Study - 'Quality Way' at Hyundai 312
28 Controlling Performance 314
29 Quality Standards and Management 326
30 The Role of Information Technology 337
PART THREE: FUNCTIONAL MANAGEMENT-MARKETING,
PRODUCTION, PERSONNEL AND FINANCIAL
Section 11 Marketing Management 354
Case Study-WOW Toys 355
31 The Marketing Concept, Competitiveness and the Global Dimension 357
32 The Marketing Mix: Product and Price 365
33 The Marketing Mix: Promotion 374
34 The Marketing Mix: Distribution 385
35 Marketing Research 393
36 Marketing Organization 399
37 Customer Services and Consumer Protection 406
Section 12 Production Management 412
Case Study - Manufacturing Easter Eggs 413
38 Production Planning and Control 415
39 Types of Production 428
40 Aids to Production 434
41 New Technology in Manufacturing 443
Section 13 Personnel Management 452
Case Study - Managing Human Resources - Competing for, Recruiting
and Retaining Talent at Google UK 453
42 Human Resource Management 455
, 43 Recruitment and Selection 462
CONTENTS vii
44 Employee Development and Training 476
45 Performance Appraisal, Discipline and Grievances 488
46 Developing Managerial Competencies 502
47 Stress Management and Employee Counselling 515
48 Job Evaluation 524
49 Employee Relations and Collective Rights 532
50 Legal Aspects of Employment - Individual Rights 545
Section 14 Financial Aspects of Management 554
Case Study - Streetcar Limited 555
51 Company Accounts . 557
52 Budgets, Forecasts and Business Plans 567
Appendix 579
Glossary 587
Index ' 603