Effective ManagementEFFECTIVE MANAGEMENT combines the solid academic presentation of a textbook with the most extensive multimedia learning package available. Williams presents management as it is practiced today through a unique story-telling approach and organization that explains management theory in terms any learner can understand. In addition, a rich electronic learning support package, called Effective Management Online, includes a MP3 audio lectures with cases, videos of the author giving additional insights into chapter topics, a rich self-test area, student PowerPoint slides, and InfoTrac College Edition. |
From inside the book
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Page 155
Chuck Williams. customer defections a performance assessment in which companies identify which customers are leaving and measure the rate at which they are leaving Consumer Affairs found that 96 percent of unhappy customers never com ...
Chuck Williams. customer defections a performance assessment in which companies identify which customers are leaving and measure the rate at which they are leaving Consumer Affairs found that 96 percent of unhappy customers never com ...
Page 259
... Customer Departmentalization Customer departmentalization organizes work and workers into separate units responsible for particular kinds of customers . For example , Exhibit 10.5 shows that American Express is organized into ...
... Customer Departmentalization Customer departmentalization organizes work and workers into separate units responsible for particular kinds of customers . For example , Exhibit 10.5 shows that American Express is organized into ...
Page 369
... customer isn't always right . Companies should fire customers who use foul language , make threats against employees or other customers , lie , demand unethical or illegal service , try to bully front - line em- ployees into granting ...
... customer isn't always right . Companies should fire customers who use foul language , make threats against employees or other customers , lie , demand unethical or illegal service , try to bully front - line em- ployees into granting ...
Contents
Environmental Change | 32 |
Management | 38 |
Personal Productivity | 39 |
Copyright | |
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achieve agers balanced scorecard basic behavior benefits Burger King choose communication company's competitive advantage competitors corporate costs create customers data mining departmentalization develop effective employees environment environmental environmental scanning equity theory example exhibit worksheets feedback firms Flix global goals hiring Home Depot ideas IKEA important improve increase industry innovation internal Internet inventory leaders manufacturing McDonald's ment million motivation Online organization organizational culture overview tab pany Pentium percent plans probability of success problems product or service profits programs questions rewards Rite Aid score share skills social responsibility specific stakeholders standards Starbucks steps strategy suppliers sustainable competitive advantage Take Two Video tasks team members tests theory things tion top managers Wal-Mart Wall Street Journal WaMu workers Workplace www.experiencing management.com