管理学:满足和超越顾客期望

　　

　　Part 1 Management Concepts
1. Management: An Overview
2. Management Thought: Past and Present
3. Management Ethics and Social Responsibility
4. Management’s commitment to Quality and Productivity
Part 2 Planning and Decision Making
5. The Manager’s Environment
6. Organizational Planning
7. Strategic Planning and Strategic Management
8. Making Decisions

Part 3 Organizing
9. Organizing Principles
10. Organizational Design
11. Organizational Structure and Change
Part 4 Staffing and Leading
12. Staffing
13. Communication: Interpersonal and Organizational
14. Human Motivation
15. Leadership
16. Team Management and Conflict

Part 5 Controlling
17. Information Management Systems
18. Controlling: Purpose and Process
19. Control Techniques Part 6 Special Concerns
20. International Management
21. Succeeding In Your Organization Appendix