Sách sổ tay quản trị nhà xuất bản DK Improving management skills and taking control of career development are the keys to success and job satisfaction. This informative guide covers everything the reader needs to become an exceptional manager with a planned career path and a balanced personal life. From knowing how to write effective business reports to understanding and appraising staff, Successful Managers Handbook covers 12 essential areas of business and career management. Each one contains practical advice and diagrams to help improve business skills.
FINANCIAL TIMES FROM READING A BALANCE SHEET TO LEADING A HIGH-PERFORMANCE TEAM, THE MANAGER'S HANDBOOK PROVIDES ALL THE INFORMATION YOU NEED FOR MANAGING EFFECTIVELY Jk COMPREHENSIVE GUIDE to learning key management skills, understanding core business concepts, and planning a JL JL successful career, Manager’s Handbook is both an introduction for new managers and an up-to-date reference for experienced managers or those working in small businesses From understanding business finance, the impact of new technology, and the roles of sales and marketing to learning to communicate effectively, manage change, and work with international colleagues and customers, this book is an essential guide to all-round management knowledge and excellence Each contributor to the Manager’s Handbook is an expert in their field, bringing hands-on experience and an extensive range and depth of knowledge to other managers A Business Directory provides an invaluable resource of principal management organizations and institutions Contents MANAGING YOUR CAREER * ' ^ Developing Your self UNDERSTANDING ORGANIZATIONS The Learning Organization Financial Management Managing Resources Operations Management Marketing and Sales The Impact of the Internet THE ROLE OF THE MANAGER Communication * „ , Managing People Problem-Solving and Decision-Making Change and Innovation O MANAGING INTERNATIONALLY Operating a Global Business Managing Across Cultures $24.95 usa $37.95 Canada Digitized by the Internet Archive in 2019 with funding from Kahle/Austin Foundation https://archive.org/details/managershandbookOOOOunse Mana er s HANDBOOK Managers HANDBOOK Everything you need to know about how business and management work Editor-in-chief Robert Heller CONTENTS London, New York, Munich, Contributors * Introduction Melbourne, and Delhi Editor Christine King Design Cooling Brown DORLING KINDERSLEY Senior Editor Jacky Jackson Senior Art Editor Sarah Cowley Assistant Editor Richard Gilbert US Editors Gary Werner Developing Yourself 15 and Margaret Parrish Planning Your Career 16 • Developing the Right DTP Designer Rajen Shah Skills 18 • Creating Your Personal Profile 21 Production Controller Elizabeth Cherry Choosing the Right Organization 23 Managing Editor Adele Hayward Succeeding in a New Job 26 • Creating a Managing Art Editor Karen Self Personal Development Plan 28 Category Publisher Stephanie Jackson Leaving a Job 30 First American Edition, 2002 02 03 04 05 10 Published in the United States by DK Publishing, Inc 95 Madison Avenue New York, NY 10016 Copyright © 2002 Dorling Kindersley Limited The Learning Organization 35 Text copyright © 2002 Robert Heller (Introduction) The Impetus to Change 36 The Changing Organization 38 • Coping with Turbulence and All rights reserved under International and PanAmerican Copyright Conventions No part of Complexity 41 • Organizing for the Future 43 this publication may be reproduced, stored in a Developing the Learning Organization 45 retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, Reorganizing Organizational Capability 48 recording, or otherwise, without die prior Stating the Vision and Mission 52 permission of the copyright owner Published in Maintaining Image and Reputation 54 Great Britain by Dorling Kinderlsey Limited A CIP catalog record for this book is available Financial Management 57 from the Library of Congress Financing the Business 58 • Controlling the ISBN 0-7894-8422-6 Cash 60 • Budgets and Forecasts 62 Reproduced by Colourscan, Singapore Accounting for Management 64 • Costing and Printed and bound at "EBB, Slovakia See our complete product line at www.dk.com Pricing 69 • Watching the Ratios 73 • Rewarding the Owners 75 • Managing Risk 77 Managing Resources 81 Managing People 167 The Essentials of Planning 82 • Planning Motivating People 168 • Management and for Action 84 • Pursuing Total Quality 86 Leadership 170 • Building a Team 173 Implementing Feedback 88 » Staffing and Delegating Work 176 * Conducting Reviews 178 Recruitment 90 • Salary and Reward Training and Development 181 Packages 93 • Manpower Planning 95 Dealing with Problems 185 Measuring Performance 98 Operations Management 101 Problem-solving and Decision-making 189 Managing the Value Chain-102 • Purchasing Identifying Problems and Decisions 190 and Supply 104 • Planning Production 106 Finding the Cause of a Problem 193 • The Lean Manufacturing 109 * Making Research Decision-making Process 195 • Implementing and Development Pay 110 • Exploiting Solutions to Problems and Decisions 198 New Technology 113 • Informing and Communicating 114 Marketing and Sales 117 The Role of Marketing in Business 118 Marketing Information 120 • Marketing Planning 124 • Marketing Operations 127 • Organizing for Change and Innovation 201 Recognizing the Need for Organizational Change 202 • Identifying the Need for Innovative Change 203 * Identifying the Need for Strategic Change 205 • Changing Behavior 208 • Creating the Conditions for Successful Change 210 • Leading Change Initiatives 213 * Evaluating Change Initiatives 214 Marketing and Sales 130 The Impact of the Internet 135 Wiring the Company 136 • Using Intranets and Extranets Effectively 139 * Opting for Quick Wins 140 • Creating a Tactical Business International Management i Internet Plan 142 Operating a Global Business 219 The Essentials of Global Business 220 The Skills of a Global Manager 223 • Identifying Global Risks and Opportunities 226 • Mapping a Global Strategy 228 - Executing a Global Strategy 230 Communication 149 Managing Across Cultures 233 Defining the Means 150 • Mastering Defining Cultures 234 • Managing the Cultural Informality 153 • Writing for Business 155 Differences 240 • Working With Cultural Reading Effectively 157 • Making Differences 243 Presentations 160 - Making Meetings Work 162 Holding Negotiations 164 Glossary 244 • Business Directory 246 Index 251 * Acknowledgments 256 CONTRIBUTORS CONTRIBUTORS PAUL DONKERSLEY COLIN BARROW DEVELOPING YOURSELF MANAGING RESOURCES (Pages 90-9) A successful freelance writer on many Paul Colin Barrow is head of the Enterprise Group at Donkersley’s books include the best-selling Cranfield School of Management (UK), and guide Britain’s Top Employers He has extensive director of a UK program for entrepreneurs, the commercial experience, and in 1999 he set up Business Growth and Development Programme Terrier, his own “virtual” international agency, He has taught extensively, and was a visiting specializing in web content strategy professor at Suffolk University, Boston, Mass management and employment topics, He has held senior appointments in industry, and is now also a strategic consultant and a non¬ BOB GARRATT executive director in a number of companies THE LEARNING ORGANIZATION PAUL SPENLEY (Pages 35-51) (CEng, MIEE) Professor Garratt is the chairman of several companies, including Media International in London (UK), and a consultant on board development and OPERATIONS MANAGEMENT Projects organizational learning and change His academic posts include visiting professor in corporate governance at The Management School, Imperial College, London University He wrote the original book on The Learning Organization in 1986, revised in 2000 His other books include The Fish Rots from the Head: The Crisis in Our Boardrooms (1996) Paul Spenley is a founder and managing director of The Leading Partnership A chartered engineer with a degree in electronics and a master’s in the leadership role of managers in the development of information systems, he has had an accomplished career in line management, most notably as system and quality manager for an award-winning operation for ICL Author of two books in his own right, he is also coauthor with TERRY GASKING Change Robert Heller of Riding the Revolution (2000) (FCCA, MIMIS, MIMgt, FRSA) FINANCIAL MANAGEMENT MALCOLM MCDONALD (MA (Oxon), MSc, PhD, DLitt, FCIM, FRSA) A very experienced management consultant, since 1989 Terry Gasking has specialized in helping many companies release money from idle assets, resulting in an increase in profitability and a focused, well-motivated workforce He has written How to Master Finance (1999) for the nonfinancial manager, and Perfect Financial Ratios (1993) MARKETING AND SALES Malcolm McDonald is a professor of marketing and deputy director at Cranfield School of Management (UK) He has extensive industrial experience, and is chairman of several companies, working with multinationals His best-selling books include Marketing Plans: How to Prepare Them, How to Use Them (1999) and Key Customers: How to Manage Them Profitably (2000) 246 BUSINESS DIRECTORY BUSINESS DIRECTORY The leading organizations United States Chamber of for general and specialized Commerce management services are an 1615 H Street NW invaluable source that Washington, DC 20062 Association of Chartered managers can tap whenever Tel: (202) 463-5869 Certified Accountants they need wider or deeper www.uschamber.org (ACCA) knowledge and research The US Chambers of Commerce www.accaglobal.com Readers seeking the right is a lobbying body that offers The Association of Chartered and rewarding information benefits and information resources Certified Accountants holds an will find these bodies to its members It also has a annual general meeting, creates responsive and helpful useful Business Resources section and presents programs of interest on its website on international business issues, The Business Directory is divided into nine sections representing key areas of management in the US FINANCIAL INSTITUTIONS and distributes ACCA press CAREERS INSTITUTIONS and Canada releases and a quarterly newsletter to members It also has offices in Canada American Society for GENERAL Training & Development American Institute of (ASTD) Certified Public Harvard Business School Box 1443, 1640 King Street Accountants Resources Alexandria, VA 22313-2043 1211 Avenue of the Americas www.hbsp.harvard.edu/tools_ Tel: (703) 683-8100 or (800) New York, NY 10036 resources/index.html 628-2783 Tel: (212) 596-6200 Harvard Business School hosts an Fax: (703) 683-1523 www.aicpa.org online information database for www.astd.org The American Institute of managers, entrepreneurs, and The American Society for Certified Public Accountants is a educators Training & Development is membership association offering dedicated to helping improve training and accreditation, National Alliance of workplace conditions through publications, and legal Business training and education representation to certified public Suite 700 accountants 1201 New York Ave NW Edward Lowe Foundation Washington, DC 20005 PO Box Financial Executives Tel: (202) 289-2888 Cassapolis, MI 49031 International Fax: (202) 289-1303 Tel: (800) 232-5693 www.fei.org The National Alliance of Business www.lowe.org Financial Executives is a nonprofit organization The Edward Lowe Foundation is International is a membership aiming to encourage lifelong a nonprofit organization organization offering networking learning among business providing services and peer- opportunities, personal and professionals, and to offer students learning opportunities to would- professional development and at all levels an opportunity to be entrepreneurs, as well as a advocacy services to senior finance gain experience of business publishing and information professionals and academics See program and a calendar of website for tact details of conferences and events individual chapters BUSINESS DIRECTORY Financial Management Association International MANAGEMENT INSTITUTIONS (FMA) 247 management consulting sector It offers representation and professional accreditation to University of South Florida American Management members, and seeks to uphold College of Business Association (AMA) ethical standards within the Administration 1601 Broadway industry Tampa, FL 33620-5500 New York, NY 10019 Tel: (813) 974-2084 Tel: (212) 586-8100 Institute of Management Fax: (813) 974-3318 Fax: (212) 903-8168 and Administration (IOMA) www.fma.org www.amanet.org 29 West 35th St The Financial Management The American Management New York, NY 10001 Association International is a Association is an educational Tel: (212) 244-0360 research and educational institute organization offering training in Fax: (212) 564-0465 serving senior level financial the Americas, the Pacific Rim, www.ioma.com professionals It runs a publishing and East Asia The Institute of Management program and provides and Administration publishes a opportunities for students and Institute of Certified broad range of information academics to network with Professional Managers products for business professionals professionals James Madison University in print and electronic formats MSC 5504 The website contains news, Financial Management Harrisonburg, VA 22807 articles, discussion groups and a Service Tel: (800) 568-4120 list of over 600 links to related 401 14th Street NW http://cob.jmu.edu/icpm/defa sites Washington, DC 20227 ult.htm Tel: (202) 874-7050 The Institute of Certified National Management www.fims.treas.gov Professional Managers aims to Association The Financial Management raise competency and 2210 Arbor Boulevard Service is a government body professionalism through the Dayton, OH 45439-1580 that provides a useful indicator certification of managers It also Tel: (937) 294-0421 to the public and private sectors conducts research in the areas of www.nmal.org of government fiscal and management, business education, The National Management monetary policy, in the form of academic assessment and Association is a membership reports on government spending certification association for managers across the United States It encourages Institute of Management Institute of Management development through coaching, Accountants Consultants USA mentoring, and certification 10 Paragon Drive Suite 800 Montvale, NJ 07645-1718 2025 M Street NW Project Management Tel: (800) 638-4427 Washington, DC 20036-3309 Institute Fax: (201) 573-0559 Tel: (202) 367-1134 or (800) Four Campus Boulevard www.imanet.org 221-2557 Newtown Square, PA 19073- The Institute of Management Fax: (202) 367-2134 3299 Accountants is a professional www.imcusa.org Tel: (610) 356-4600 organization that hosts seminars The Institute of Management Fax: (610) 356-4647 and conferences, runs educational Consultants USA is a www.pmi.org courses, and offers certifications representative and educational The Project Management organization serving the Institute is a representative and 248 BUSINESS DIRECTORY educational organization with an Sales & Marketing Executives- World Federation of international membership It Intemational is a worldwide Personnel Management offers a variety of services from association of sales and marketing Associations (WFPMA) professional standards and managers It provides training c/o of Chartered Institute certification to research, and development opportunities, of Personnel Development publications, education, and networking events, and CIPD House training publications for members Camp Road Wimbledon SALES AND MARKETING INSTITUTIONS HUMAN RESOURCES INSTITUTIONS London SW19 4UX United Kingdom Tel: +44 (20) 8971-9000 Fax: +44 (20) 8263-3333 American Marketing National Human Resources www.wfpma.com Association Association (NHRA) The WFPMA is a global network Suite 5800 www.humanresources.org of HR professionals It links the 311 South Wacker Drive The National Human Resources personnel of more than 50 Chicago, IL 60606 Association aims to provide high national HR associations, and www.marketingpower.com quality programs and services for commissions research projects, The American Marketing HR professionals, to advance their publishes a quarterly newsletter, Association is a professional interests, to encourage and assist and holds an international organization for those involved in the professional development of congress every two years the practice, study, and teaching members, and to provide a forum of marketing It represents the for the exchange of information interests of members, offers and ideas training and accreditation, and INFORMATION TECHNOLOGY INSTITUTIONS provides conferencing and Society for Human networking opportunities Resource Management Association of Information (SHRM) Technology Professionals Public Relations Society of 1800 Duke Street (AITP) America Alexandria, VA 22314 Suite 200 3 Irving Place Tel: (703) 548-3440 315 South Northwest New York, NY 10003-2376 Fax: (703) 535-6490 Highway Tel: (212) 995-2230 www.shrm.org Park Ridge, IL 60068-4278 www.prsa.org SHRM is a representative body Tel: (847) 825-8214 or The Public Relations Society of serving the human resources (800) 224-9371 America aims to advance the profession primarily in the Fax: (847) 825-1693 standards of the public relations United States It also takes www.aitp.org profession and to provide members from international The Association of Information members with professional HR companies across the Technology Professionals acts as a development opportunities world, and aims to provide a link between industry, framework for discussion and government and academia It the circula tion of ideas allows professionals, academics Sales & Marketing Executives-Intemational, Inc and students to share ideas and PO Box 1390 experience, and also provides IT Sumas, WA 98295-1390 related education, and Tel: (312) 893-0751 information on relevant IT issues Fax: (604) 855-0165 BUSINESS DIRECTORY 249 Information Technology Management is a grouping of Institute for Organization Association of America information technology experts It Management (ITAA) offers development programs and www.uschamber.com/Institute Suite 1100 provides an infrastructure for The Institute for Organization 1401 Wilson Boulevard members to pool their ideas Management runs a variety of Arlington, VA 22209 Tel: (703) 522-5055 Fax: (703) 525-2279 www.itaa.org educational courses in OPERATIONS MANAGEMENT INSTITUTIONS The Information Technology chamber/association management at different sites across the United States For contact details see website or contact the US Association of America is a trade The Educational Society for association representing the US Resource Management IT industry It runs education (APICS) Logistics Management programs, publishes a wide range 5301 Shawnee Road Institute of material and hosts meetings Alexandria, VA 22312-2317 2000 Corporate Ridge and seminars for members Tel: (800) 444-2742 or McLean, VA 22102-7805 (703) 354-8851 Tel: (703) 917-9800 International Association for Fax: (703) 354-8106 Fax: (800) 213-4817 the Management of www.apics.org The Logistics Management Technology (IAMOT) The Educational Society for Institute is a nonprofit consulting The Department of Industrial Resource Management is an service aiming to improve the Engineering institute offering educational operations of companies and University of Miami courses and professional organizations across the United P.O Box 248294 certification in areas including States Coral Gables, FL 33124-0623 materials management, Tel: (305) 284-4100 information services, purchasing, Production and Operations Fax: (305) 284-4040 and quality control It also runs a Management Society www.iamot.org publication program and hosts (POMS) The International Association for networking events POMS Executive Office Chambers of Commerce College of Engineering the Management of Technology is a membership organization that Institute for Operations Florida International meets biennially at different Research and the University locations across the globe It hosts Management Sciences EAS 2460 conferences, publishes a monthly (INFORMS) 10555 West Flagle Street newsletter and research reports, Suite 400 Miami, FL 33174 and provides information and 901 Elkridge handing Road Tel: (305) 348 1413 resources to members Finthicum, AID 21090-2909 Fax: (305) 348 6890 Tel: (800) 464-6767 www.poms.org Society for Information Fax: (410) 684-2963 The Production and Operations Management (SIM) www.informs.org Management Society offers a 401 N Michigan Avenue INFORMS runs training courses number of benefits to members, Chicago, IL 60611-4267 and publishes material, represents from networking and Tel: (312) 527-6734 or the interests of operations conferencing facilities to printed (800) 387-9746 management professionals, and and web-based reference material Fax: (312) 245-1081 maintains INFORMS Online, a www.simnet.org web-based information resource The Society for Information 250 BUSINESS DIRECTORY CANADIAN INSTITUTIONS Association of Chartered level It is also a member of the The Society of Management North American Human Accountants of Canada Resource Management (CMA Canada) Association (NAHRMA) Mississauga Executive Centre One Robert Speck Parkway, Certified Accountants (ACCA) Canadian Institute of Suite 1400 ACCA Canada Center Chartered Accountants Mississauga 5 St Clair Ave West (CICA) ON, L4Z 3M3 Suite 255 111 Wellington Street West Canada Toronto Toronto Tel: (905) 949-4200 or ON, M4V 2Y7 ON, M5V 3H2 (800) 263-7622 Canada Canada www.cma-canada.org Tel: (416)966-2225 or Tel: (416) 977-3222 The Society of Management (888) 801-0011 Fax: (416) 977-8585 Accountants of Canada is a Tax: (416) 967-6320 www.cica.ca membership organization that www.accaglobal.com The Canadian Institute of represents the interests of certified A worldwide association for Chartered Accountants is a management accountants in chartered certified accountants, representative organization that Canada It maintains standards the Association of Chartered conducts research into business and codes of conduct, hosts Certified Accountants has offices issues and sets accounting and conferences and provides a in Canada and the US It holds auditing standards for business, resource of print and electronic an annual general meeting, nonprofit organizations, and information creates and presents programs of government It issues guidance on interest on international business control and governance, publishes Canadian Marketing issues, and distributes ACCA professional literature, develops Association (CMA) press releases and a quarterly education programs, and Concorde Gate, Suite 607 newsletter to members represents chartered accountants Don Mills nationally and internationally ON, M3C 3N6 Canada Canadian Council of Human Resource Associations Canadian Institute of Tel: 416-391-2362 (CCHRA) Management (CIM) Fax: 416-441-4062 P.O Box 1227, Station B’ Toronto Branch: www.the-cma.org Ottawa 2175 Sheppard Avenue East The Canadian Marketing ON, KIP 5R3 Suite 310 Association represents the interests Canada Toronto of its members, encourages Tel: (416) 618-0052 ON, M2J 1W8 development through training, www.cchra-ccarh.ca Canada and hosts conferences and events The Canadian Council of Tel: 416-493-0155 Human Resources is an Fax: 416-491-1670 association of human resource www.cim.ca organizations across Canada It The Canadian Institute of aims to establish national core Management offers training and standards for the human resource representation to management profession, foster communication professionals in Canada among participating bodies, and represent the interests of members on a national and international INDEX 251 INDEX A budget statement, 63 absorption costing, 70, 71 budgetary control system, 69 accountability, 51, 52, 176 budgets, 62-3, 77, 125 competitors, 152 accounts receivables (A/Rs), 73 business internet complex adaptive systems, achieved status, 237-8 opportunities, 143 competition, 46, 119, 136, 139, 202 49-50 action plans, 62, 84-86, 114-15 business objectives, 123 complexity, 41-2, 138 activity-based costing (ABC), business process complexity theory, 49, 50 reengineering (BPR), 103 71, 72 advertising, 130 computer-based training, 30 conformance/ affective cultures, 237 C agents, 128 c-commerce, 139, 140 conjoint analysis, 123 AIDCA, 156 capability assessment, 229 contingent action, 198 alienation, 47-8 capacity planning, 108 continuity, 89 appraisals, 178-80, 211 capital growth, 76 core competencies, 244 arbitration, 165 capital items, 58 corporate policy, 145 ascribed status, 237-8 career bridges, 25 costing, 39, 69-72, 109, 110 assets, 58, 66 career consultants, 23 counseling, 186-7 assumptions, 125 career development, 24, 25 creditor days, 73, 74 career management, 16-31 critical path analysis, 88, 244 audience, 152 career planning, 16-17, 180 cultural diversity, 223—4, 233-43 audits, 51, 58 cash book, 61, 62 culture change, 244 cash flow, 60, 67-8, 79 customer focus, 41, 43, 103 B cash flow statement, 68-9 customer loyalty, 39-41, 119 balance sheet, 64-5 cash management ratios, 73 customer perception, 54 balanced scorecard, 244 catalog distributors, 128 customer relationship Baldrige/EFQM Excellence, category management, 131 cultural, 234, 235 211 nonconformance, 109, 110 management, 120, 122 cause and effect, 193-5 customer satisfaction, 86 behavior (problematic), 185-6 change curve, 17 customer service, 101, 128-9 behavioral change, 208-9 change management, 17, 36-8, customer-facing staff, 44 behavioral equation, 209 Belbin, Meredith, 173, 174 201-15, 244 customers, 39, 55, 143, 152, checklists, 111 benchmark, 210, 244 internet use, 227 D beneficiary-based costing, 71 readiness for organizational damage limitation, 198, 199 benevolent cycle, 87-8 change, 202, 214-15 data integrity, 108-9 binary thinking, 39 coaching, 30, 143, 184 debt, 59, 61, 62 body language, 150, 153 collateral, 59 debtor days, 73, 74 brainstorming, 244 communication/s, 20, 114—15, decentralization, 41, 42 brand image, 41 broadcasting, 151 budget cycle, 42 150-65, 199 electronic, 134-6, 152, 163 communitarian cultures, 236 decision support system, 123 decision-making, 23, 31, 192, 195-7 252 INDEX delegating, 42, 83, 176-7 external training courses, 182 I depreciation, 58, 68 externalistic cultures, 239 identity tools, 230 design, 105, 203-4 extranets, 135, 139-40 image, 54-5 in-company publications, 151 developing people, 51, 182-3 differentiation strategy, 39-40 F in-house training, 182 diffuse cultures, 236-7 feedback, 88-9 incentives, see reward digital cameras, 141 financial analysis, 85 income statement, 66-7 digital TV, 138 financial instruments, 61-2 individualistic cultures, 236 direct mail, 128, 155 financial management, 58-79 informality, 153-4 directorial role, 45-6, 142 financial summary, 125 information flows, 37, 114-15 disciplinary action, 187 fixed assets, 58 information management, 20 discounted cash flow, 79 fixing, 47, 193, 195, 199 information-gathering, 42, discussion groups, 141 flat structure, 103, 203 disintermediation, 127 flotation, 76 infrastructure tools, 230 distance learning, 30 forecasts, 63, 77, 107 innovation, 201-15 distribution, 105, 127, 206 franchised outlets, 128 integrative thinking, 39 distributors, 128 freight forwarders, 128 intellectual capital, 244 diversity (human resources), future-oriented cultures, 239 intellectual skills, 19 194, 196 intercultural competence, 37-8 dividends, 74, 75-6 GH document writing, 155-6 global approach, 242 internalistic cultures, 239 dot-coms, 137, 139 global business, 220-31 internet, 135-45, 227 downsizing, 47 global integration, 222 job search, 31, 90 Drucker, Peter, 210 global management capabilities, 224-5, 231 233, 240-1, 243 interviewing, 91 intranets, 84, 135, 139-40 E global strategy, 228-31 inventories, 58, 73 e-business, 244 global structure, 221-2 inverted pyramid, 43-4, 45, 49 e-commerce, 140, 227 global trends, 18-19 investment, 228-9 email, 140, 141, 151 global/local mix, 231 ISO (International Standard) earnings per share, 74 “glocalization”, 224 earnings statement, 66-7 goals 9000, 104, 105 economic value added, 244 vs objectives and targets, JK economies of scale, 204 82, 83 job advertisements, 31, 90 electronic communication, and people, 170 job applications, 92 business, 90, 210 job descriptions, 90 emotional intelligence, 17 career, 17 job evaluation, 93 employee satisfaction, 86 team, 174 job satisfaction, 31, 169 134-45, 152, 163 empowerment, 203, 244 Herzberg, Frederick, 168 job security, 16 environment, 208, 239 hierarchy of needs, 168 job sharers, 97 equity, 58 horizontal, 244 “Johari Window”, 26, 27 evolutionary forces, 49 human resources, 95 Just In Time (JIT), 203,204,239 evolutionary marketing, 132-3 hybrid companies, 137 kitting (kit marshal storage external communication, 152 hygiene factors, 168, 169 areas), 108 INDEX knowledge acquisition, 208 knowledge management, 244 knowledge workers, 244 market research, 54, 120, nonverbal communication, 120- 3, 121 150, 153 market segment/share, 125, 202 norms (cultural), 234, 238 market size, 206 note-taking, 159 L market value, 64, 66 noticeboards, 151 labor costs, 207 marketing, 39, 69, 118-33 laws, 235, 236 marketing mix, 118-19, 127, leadership, 85, 142, 170-2, 173, 210-11, 213 130 253 O objectives marketing departments, 133 vs goals and targets, 82, 83 lean manufacturing, 109-10 marketing information business, 123 “learning board” model, 46-7 (Intelligence) system (MIS), checklist, 99 learning cycle, 45 121 - learning, 28-9 marketing, 125 learning methods, 29 marketing objectives, 125 learning needs, 28 marketing operations, 127-30 on-the-job training, 29, 182 learning objectives, 28-9 marketing planning, 124-7 one-to-one meetings, 151, 154 learning organization, 35-55 marketing strategies, 125 operating costs, 207 learning style, 29 Maslow, Abraham, 168 operational tools, 230 learning tools, 29 master production schedule operations management, 101-15 leverage, 223 (MPS), 106, 107, 108 opportunities, 137, 143, 183 liability, 58 materials management, 204 optimization, 223 licensed manufacturers, 128 meetings, 152, 162-3 organization, 20, 36, 37-8, life-cycle cost, 129 memory, 158 line managers, 27, 98 mentoring, 27, 30, 184 Linux, 202 metrics 86 listening techniques, 154 Mind Maps, 159 organizational change, 202 loans, 59, 60 mindset, 17, 39, 42 organizational integrity, 39-40 local markets, 220 mission statement, 52-4, 125 organizations, 23-5, 34—55, local operations, 222 motivation, 89, 168-70, 209 local/global mix, 231 motivators (Herzberg), 168-9 orientation (to new job), 26, 92 logistics, 204 multi-local approach, 242 original equipment 43-4, 162 organizational capability, 47-52, 229 133, 202, 206 manufacturers, 128 multinational approach, 242 M multinational structure, 220 outsourcing, 97 m-commerce, 131 multiskilling, 203 overdraft, 61 management development, 24—5 N P management skills, 170-2 negotiations, 59, 164-5 palmtops, 138 management styles, 171-2 networking, 27 pan-regional structure, 221 managerial role, 37, 45-6, 130 networks (computer), 138 Pareto rule, 121 manpower planning, 95-8 neurolinguistic programming part-time staff, 97 management by objectives, 244 marginal costing, 70-1, 72 (NLP), 153 particularistic cultures, 235, 241 market investigation, 12 neutral cultures, 237 party sales organizers, 128 market monitoring, 123 nominal capital, 64 past-oriented cultures, 239 market overview, 125 nominal value, 64 payment by results, 93 254 INDEX PDCA cycle (Plan/Do/Check/ problem-solving, 39, 110, 115, 190-5 Act), 87, 88 people management, 167-87 process-oriented business, 130-1 performance in marketing, 120 process/process support teams, 102 reviewing, 180 quantitative research, 54, 55, 86 questioning, 151, 161 R rapid response, 88 rationality, 50 processes, 50, 51, 143 ratios, 73-5 performance indicators, 229 product desirability, 205 reading, 30, 157-9 performance management, product development, 110-12 reassignments, 25, 29 product failure, 191 reconciliation, 240, 241-2 production planning, 106-8 records, 62 production teams, 102 recruitment, 90-2 professional advisers, 152 reintermediation, 127 profiling relationship tools, 230-1 sales and expenditure, 62 178 performance measurement, 28, 98-9 performance monitoring, 122 performance tools, 230 cultures, 237 reorganization, 48-52 personal development, 16, personal, 21 reports, 151, 157 24-5, 28-30, 177, 233 personal skills, 19-20, 153 physical expression, 150 planning profit, 69-70, 75, 202 reputation, 54-5 Profit Before Interest and Tax research and development, 105, 110-12 (PBIT), 66, 75 Profit and Loss Account, 66-7 reserves, 58, 64 capacity, 108 profit centers, 245 resignation, 30-1 career, 16-17, 180 profit management ratios, 74-5 retailers, 128 essentials of, 82-99 profitability, 205 Return on Capital Employed manpower, 95-8 project management, 41, 211 marketing, 124-7 projects risks, 77 production, 106-8 promotion, 127, 129-30, 206 (ROCE), 74, 75 Return on Investment (ROI), 73, 142 policy-formulation, 46 proposals writing, 157 Return on Sales (ROS), 74, 75 portfolio career, 245 psychometric tests, 16, 91, 170 revenue statement, 66-7 posters, 151 public offering, 76 reward, 93-5, 170 power delegation, 42 public relations, 55 risk assessment, 197, 198 PPESTT trend analysis, 46 public sector organizations, risk management, 77-9 predictive modeling, 123 202, 206 risk-opportunity profile, present-oriented cultures, 239 purchasing, 104-5 presentation (of written purpose, 52, 111, 209 role play, 165 push-pull factors, 226-7 rules, 236 pyramid structure, 36, 43-4, Russia, 239 documents), 156-7 presentations (making), 160-1 226-7, 228 45, 49 preventive action, 198 S price/earnings (P/E) ratio, 74 Q salaries, 93-5 pricing, 69-72, 129, 206 qualifications, 29 sales, 118-33 probability model, 77, 78 qualitative research, 54, 55, 86 scenario planning, 245 probity, 52 quality, 102, 103 search agencies, 23 problem behavior, 185-6 quality costing, 109, 110 security, 59 INDEX 255 self-assessment, 21-2 success, 26-7, 54, 139, 141, 145 troubleshooting, 89, 193, 194 self-esteem, 17 superiors, 152 turbulence, 41-2 self-knowledge, 16, 172 suppliers, 104-5, 143, 152, 204 turnover index, 96 self-management, 20, 30, 37, 41 supply chain, 19, 104-5, 113, sequential cultures, 238-9, 242 service level agreements, 102, 114 service levels, 127 service operators, 128 131 UV supply and demand, 118 unit-based costing, 70, 71 SWOT analysis, 125 universalistic cultures, 235, synchronic cultures, 238-9, 242 service profit chain, 40 241 value added resellers, 128 value chain, 86, 102-3, 137-8, seven statistical tools, 87 T values, 55, 234, 235 shareholder value, 205 tactical business internet plan, variation analysis, 89 shareholders, 51, 59, 64 142-5 venture capitalists, 59 shareholders’ ratios, 73 tactical marketing plan, 126 vertical, 245 shares, 60, 76 targets, 55, 82, 83, 228-9 video-conferencing, 163 sharing, 42, 115 task force, 53 virtual organization, 245 Shewart cycle, 88 team briefing, 211 vision, 52-4, 143 short-term fixes, 47 team-building, 173-5 visuals, 150, 160, 161 Six Sigma process, 86-7, 211 teamworking, 20, 111, 236, 241 skill stability index, 96 technology, 20, 112, 113-14, skills development, 18-21 143, 230 W WAP (Wireless Application skills matching, 24, 170, 208 teleconferences, 151, 163 slides, 161 temporary staff, 97 wastage, 96 SMART objectives, 29, 98-9, territory, 153 websites, 114, 115, 141, 151 threats, 137 win-win, 245 total customer satisfaction, wholesalers, 128 180 social skills, 27 social-emotional processes, 48-9 specialists, 19 specific cultures, 236 211 Total Productive Maintenance (TPM), 204 Total Quality Management Protocol) phones, 138, 141 winning tactics, 140, 164, 165 work groups, 37, 41, 42 work structures, 24, 50 flat, 103, 203 speeches, 151 (TQM), 18-19, 86-8, 204, global, 221-2 speed reading, 157-8 211 multinational, 220 spoken word, 150 tracking, 105 pan-regional, 221 staffing, 44, 90-2, 97 traditional companies, 137 pyramid, 36, 43-4, 45, 49 stakeholders, 51, 212 “traffic lights” system, 27 work/life balance, 25 status, 237-8 training, 29, 30, 181-5 working capital, 58, 62 stocks, 58, 73 transcultural competence, see working practices, 203 strategic change, 201, 202, 205, 207 intercultural competence transaction cost, 129 working process innovation, 203 strategic marketing plan, 126 transferable skills, 19-20 world marketplace, 202 strategic thinking, 46-7, 82 transnational approach, 242 writer’s block, 156 subcontractors, 103 transparency, 52 written communication, subordinates, 152 travel industry, 136, 137 150, 151 256 ACKNOWLEDGMENTS ACKNOWLEDGMENTS Authors’ Acknowledgments finance and the ways in which it is actually practiced: that is, his clients from many parts of George Boulden drew on the following publications: Action Learning: A Practical Guide, the world with whom he has shared so many successful and happy tasks and warm memories Krystyna Weinstein (1999); Action Learning: New Techniques for Management, R W Revans (1980); Angela Pinnington thanks her colleagues at and his own In-plant Action Learning (1993) Kepner-Tregoe, and the many individuals among her clients who have made the ideas discussed in Terence Brake thanks all his colleagues at Transnational Management Associates (TMA) for their important work in developing global minds, and everyone at Dorling Kindersley for her chapter come alive In particular, she would like to mention Ben Tregoe, whose work in this area has been an inspiration their commitment to producing quality Paul Spenley wishes to acknowledge Ivor publications Tiefenbrun MBE, MD of Linn Products; Tony Sue Clemenson wishes to thank the Careers Research Forum, Sir Thomas Boyd-Carpenter, David Laughrin, John Toplis, David Whyte, Belisario, CEO of Ascent Investments; and Steve Collyer, MD of W K Test and colleagues at Archangel; and acknowledges Publisher’s Acknowledgments the work of Meredith Belbin and Charles Handy Dorling Kindersley would like to thank the Paul Donkersley is grateful in particular to following for their contributions: Working Futures and Sanders & Sidney for Editorial: Amy Corzine, Clare Hill, Mary their help in his research, and to the human Lambert, Daphne Richardson, Hazel resources departments of progressive employers Richardson; Design: Nigel Duffield; Jacket like H R Bulmer and Churchill Insurance He Editorial: Beth Apple; Jacket Design: Chris also acknowledges the influence of leading Drew; Index: Hilary Cooper; Proofreading: lights such as Handy, Black, and Goldman on Stewart J Wild; Picture Research: Sarah his thinking Finally, the opportunity given to Duncan; Picture Library: Melanie Simmonds, him by Corporate Research Foundation to Neale Chamberlain, Lee Thompson twice edit and write the book Britain k Best Text Credits The Service Profit Chain Employers allowed the valuable field research (page 40), reproduced from Heskett, J L., Jones, into the role that leading companies are playing T O., Loveman, G W, Sasser, W E., and in the ever-changing career equation Schlesinger, L A., “Putting the Service Profit Chain to Work”, Harvard Business Review Chris Downing wishes to thank Steve Tonge, (March-April 1994) page 166, with kind Robert Heller, Paul Spenley; and Nik Fuchs, permission from the Harvard Business Review Sven Awege, and Maria Luisa Rodriguez of Picture Credits e»co consulting in Paris Key: a above, c center, b below, / left, r right, t top Bob Garratt drew on his books The Learning Organization (2000), Twelve Organizational Capabilities (2000), and The Fish Rots from the Head (1996) He also acknowledges the work of Jan Carlzon (Moments of Truth, 1989), Reg Revans (The ABC of Action Learning, 1998), and Hesketh, Sasser, and Schlesinger (The Service Profit Chain, 1997) in helping frame his sections Ardea London Ltd.: cr, 32-3 c; Comstock: 81 c; The Image Bank / Getty Images: 116 c, 188 c; Pictor International: c, Robert Llewellyn 100 c, 232 c; Corbis Stock Market: Lester Lefkowitz cr, 216-17 c; Jose Luis Pelaez Inc 134 c; 201 c; Stone / Getty Images: 2-3 c, bl, 14 c, 34 c, 146-7 c, 148 c, 166 c, 218 r; Superstock Ltd.: Miles Schuster 56 c; Telegraph Colour Library / Getty Terry Gasking wishes to acknowledge those Images: tr, 12-13 c Jacket photography: who are the sources of his understanding of Superstock Ltd., Richard Heinzen Mana er s HANDBOOK Robert Heller is a leading authority in the world of management consultancy He was the founding editor of Management Today, and, as editorial director of Haymarket Publishing Group, supervised the launch of a number of highly successful magazines, including Campaign, Computing, and Accountancy Age His many bestselling books include Riding the Revolution, In Search oj European Excellence, and titles in the DK series Business Masterminds and Essential Managers Contributors Developing Yourself: Paul Donkersley The Learning Organization: Bob Garratt Financial Management: Terry Gasking Managing Resources: Colin Barrow & Robert Heller Operations Management: Paul Spenley Marketing and Sales: Malcolm McDonald The Impact of the Internet: Chris Downing Communication: Robert Heller Managing People: Sue Clemenson Problem-Solving and Decision-Making: Angela Pinnington Change and Innovation: George Boulden Operating a Global Business: Terry Brake Managing Across Cultures: FonsTrompenaars & Peter Woolliams 1)K PUBLISHING, INC 95 Madison Avenue New York, NY 10016 ISBN: 0-7894-8422-6 Mana er s HANDBOOK The ultimate, one-stop guide to management excellence Understand business strategy, financial management, the impact of new technology, and the fundamentals of managing resources and operations Learn how to make presentations and conduct meetings, build teams and develop people,ssolve problems and manage change Master the essentials of doing O business O globally and working • J O with different business cultures , ■ ■ o : ' ' X[ ' • : \! / Develop a career plan and manage your path to success complete product line at www.dk.com financial • times ... 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