INTRODUCTION 6 MANAGEMENT IN CONTEXT 1 Perspectives on management 8 A What is managing? B Mintzberg C Management practice 2 Organization structures 10 A Organizational structures B An example of a divisional structure 3 Some management gurus 12 A Henri Fayol (1841�C1925) B Frederick Winslow Taylor (1856�C1915) C Peter Drucker (1909�C2005) 4 Management in different sectors 14 A Private B Public C Not for profit 5 Resources managers use 16 A Data and information B Time C Money INNOVATION 6 Innovation and creativity 18 A Sources of innovation B Trevor Baylis: a case study on the value of market research in the innovation process 1 7 Screening ideas 20 A Criteria for screening ideas B Trevor Baylis: a case study on the value of market research in the innovation process 2 8 Feasibility studies 22 A The new product development process B Is there a need for a product or service? 9 New product development in practice 24 A Diffusion of innovation and customer adoption of new products B The Maclaren Baby Buggy C Some disasters 10 Intellectual property 26 A Patents B Software piracy C Creative Commons MARKETING 11 Marketing principles 28 A Needs and wants B Development of marketing techniques 12 Marketing planning 30 A The benefits of marketing planning B SWOT analysis �C Caff�� Italia, a UK coffee retail outlet 13 The marketing mix 32 A The four Ps / the seven Ps of the marketing mix B Product life cycle 14 Market research 34 A STEEP analysis B Market research methods 15 Using the Internet for marketing 36 A Market research online B The Long Tail and Freemium 16 Doing business online 38 A The four Ps online B Viral marketing in action C Doing business online OPERATIONS 17 Processes 40 A Managing operations overview B Porter's value chain C Contingency planning and risk 18 Suppliers 42 A Supply chains B Purchasing C Outsourcing 19 Managing quality 44 A Quality B ISO 9001:2008 C EFQM 20 Customer care 46 A Customer relationship management (CRM) B Customer journey mapping 21 Operations online 48 A Just-in-time and online inventory management B Online tendering PEOPLE AND HUMAN RESOURCES 22 Recruitment and selection 50 A The recruitment and selection process B Recruitment of temporary staff C Employment legislation and equal opportunities 23 Motivation and job design 52 A Herzberg B Hackman and Oldham's job characteristics model 24 Performance appraisal, feedback, training and development 54 A 360-degree feedback B Training options 25 Teams 56 A Tuckman B Belbin C Emotional intelligence 26 Managing knowledge and learning in organizations 58 A Learning organizations B Knowledge management 27 Leadership 60 A Transactional and transformational leaders B Is there a difference between leadership and management? 28 Managing across cultures 62 A Hofstede B Cross-cultural competence C Cross-cultural differences FINANCE 29 Financial accounting and management accounting 64 A Financial accounting B Management accounting 30 Business valuation and interpretation of accounts 66 A How much is a business worth? A case study in valuation of assets B A shareholder's perspective 31 Banking and financial services 68 A Zopa and the banks B Applying for a bank loan C Cash management services and payment products 32 Raising finance �C equity and debt 70 A Venture capital and private equity B A good business plan C Debt or equity financing �C Microsoft and Manchester United 33 Mergers and acquisitions 72 A Value creation and synergy B Implementing M&As and post-merger integration 34 Corporate governance 74 A Company ownership and the principalagency problem B Executive compensation C The board of directors 35 Risk management 76 A Risk management and financial planning B Risk management and investment 36 Managing in difficult times 78 A A year that changed the world B Capital markets and the credit crunch STRATEGY AND CHANGE 37 Strategic options 80 A Porter �C competitive forces B Ansoff �C product development versus market development C Case study: the world watch industry 38 Analysis 82 A Gaining competitive advantage through corporate strategy B Mission, tactics and operational planning C Scenario planning 39 Managing change 84 A Planning for change with force field analysis B Overcoming resistance to change 40 Action planning 86 A Implementing strategy �C management by objectives B SMART objectives C Resource allocation Appendix: US English terms 88 Answer Key 90 Index 112 Acknowledgements 120