Higher Education

Management, 10th Edition

  • Warren R. Plunkett Wright College
  • Gemmy S. Allen North Lake College, Dallas County Community College District
  • Raymond F. Attner Brookhaven College, Dallas County Community College District
  • ISBN-10: 1111221340  |  ISBN-13: 9781111221348
  • 744 Pages
  • Previous Editions: 2008, 2005
  • © 2013 | Published
  • College Bookstore Wholesale Price = $241.50
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About

Overview

The tenth edition of MANAGEMENT: MEETING AND EXCEEDING CUSTOMER EXPECTATIONS is a comprehensive survey of the principles and practices of management as they are currently being applied in the United States and around the world. The content and features are structured to reinforce two continuing themes that are woven into the chapters' narratives: (1) the never-ending effort by managers and organizations to meet or exceed customers' needs and (2) the need organizations and their people have to be guided by effective leadership. An underlying theme of this edition is Enterprise 2.0, meaning the use of social media in business.

Additional Product Information

Features and Benefits

  • Quality Management boxes: Each chapter has a feature on the continuous improvement of the high performance workplace.
  • Global Applications boxes: Each chapter has a feature demonstrating the successful application of one or more of a chapter's concepts from the practice of management in non-U.S. situations.
  • Ethical Management boxes: Each chapter has a feature on managers facing decisions that contain a variety of issues and consequences for themselves and others.
  • Valuing Diversity boxes: Each chapter has a feature depicting unique ways in which organizations show appreciation for their diverse employees.
  • Managing Web 2.0 boxes: These boxed features focus on managers' use of technology in various aspects of management, as well as its impact on the manager and the organization.

Table of Contents

Preface.
Part I: MANAGEMENT CONCEPTS.
1. Management: An Overview.
2. Management Thought: Past and Present.
3. The Manager's Environment.
Part II: PLAN.
4. Planning and Strategy.
5. Quality Management.
6. Making Decisions.
Part III: ORGANIZE.
7. Organizing Principles.
8. Organizational Design, Culture, and Change.
9. Management Ethics and Social Responsibility.
Part IV: STAFFING.
10. Staffing the Workforce.
11. Communication: Interpersonal and Organizational.
Part V: INFLUENCE.
12. Motivation.
13. Leadership.
14. Team Management.
Part VI: CONTROL.
15. Information Management Systems.
16. Control: Purpose, Procedure, and Techniques.
Appendices.
Operations Management.
International Management.
Succeeding in Your Organization.

What's New

  • The 10th edition of MANAGEMENT: MEETING AND EXCEEDING CUSTOMER EXPECTATIONS acknowledges the dramatic rise and importance of social media and its uses in business, known collectively as Enterprise 2.0. Examples of Enterprise 2.0 are woven throughout this edition in examples, boxed features, and chapter-ending exercises. Among the many specific topics explored are Web 2.0 applications, the legal use of email, wikis, blogging software, learning communities, networks, and the strategic use of Enterprise 2.0.
  • One of this edition's authors, Gemmy Allen, will be supporting student learning with supplemental information delivered through social media. Ms. Allen has created a blog, twitter account, and Facebook page that will be regularly updated with tips, ideas, and the latest research. Students will be able to use these tools for sharing and collaboration as well as up-to-the-minute learning.
  • Responding to users' feedback, the authors have incorporated the latest data and information on such emerging topics as managing in turbulent times, the recent global economic recession, downsizing and off shoring, leadership styles, emotional intelligence, new technologies, sustainability and other "green" issues, the management of a diverse workforce, innovation, entrepreneurship, and intrapreneurship.
  • Each chapter in the 10th edition now opens with a fun and engaging self-assessment quiz for students to complete. The quizzes help students explore such relevant topics as 21st-century work-related skills, openness to change, learning styles, strategic thinking, productivity, decision making, attitudes about power, and many more.
  • The end-of-chapter materials have now been clarified and separated into two distinct categories that will help instructors formulate the most effective learning paths for their students: review and assessment (including a chapter summary, key terms, basic review questions, and more complex and challenging discussion questions) and extension and application (including Web 2.0 exercises, Business & Company Resource Center exercises, Experiential Learning Exercises, and On the Job Video Cases).
  • Instructors are asking for more experiential learning opportunities, and the 10th edition delivers with exercises that will help students explore such timely and valuable topics as essential managerial traits, quality in production, online selling, the application of branding, organizational concepts, corporate culture, and more.
  • A new set of On the Job Video Cases bring all of the theoretical management concepts to life by showing how real companies grapple with actual management situations. The videos feature an impressive array of forward-thinking, ethically based companies, including Numi Teas, Flight 001, Evo Gear, and more.
  • NEW COURSEMATE (WITH eBOOK) PREMIUM WEBSITE, INCLUDING A ROBUST SET OF ENGAGEMENT & STUDY TOOLS: Provide your students with a robust array of learning tools to enrich their course experience. Students gain immediate access to videos with quizzing, interactive self-assessments, exercises to accompany the optional Business and Company Resource Center (BCRC), as well as helpful interactive quizzes and engaging games. The Engagement Tracker tool, when used, provides you with the ability to identify at-risk students while it's still early enough to help, and also allows you to see what resources your student find most valuable.

Learning Resource Bundles

Choose the textbook packaged with the resources that best meet your course and student needs. Contact your Learning Consultant for more information.

Bundle: Text + Management CourseMate with eBook Printed Access Card

ISBN-10: 1133801498  | ISBN-13: 9781133801498

List Price = $334.95  | College Bookstore Wholesale Price = $251.50

This Bundle Includes:

  • Management
    List Price = $321.95  | CengageBrain Price = $321.95  | College Bookstore Wholesale Price = $241.50
  • CourseMate Printed Access Card
    List Price = $224.00  | College Bookstore Wholesale Price = $168.00


Printed Text + CourseMate Instant Access

ISBN-10:  1305588282 | ISBN-13:  9781305588288

List Price = $334.95  | CengageBrain Price = $334.95  | College Bookstore Wholesale Price = $251.50

This Bundle Includes:

  • Management
    List Price = $321.95  | CengageBrain Price = $321.95  | College Bookstore Wholesale Price = $241.50
  • CourseMate Instant Access
    List Price = $224.00  | CengageBrain Price = $224.00  | College Bookstore Wholesale Price = $224.00


Supplements

All supplements have been updated in coordination with the main title. Select the main title's "About" tab, then select "What's New" for updates specific to title's edition.

For more information about these supplements, or to obtain them, contact your Learning Consultant.

Instructor Supplements

Instructor’s Resource CD-ROM  (ISBN-10: 1111535124 | ISBN-13: 9781111535124)

Place all the key instructor supplements at your fingertips with this convenient new Instructor’s Resource CD-ROM (IRCD). You’ll find the time-saving Instructor’s Manual filled with new teaching aids and content, including chapter outlines, lecture notes, answer keys, and discussion guides. This edition’s Test Bank, available in ExamView®, offers a variety of question types, including new questions that require application and critical thinking. New PowerPoint® slides help you efficiently customize lectures and energize your classroom interaction.

CourseMate Instant Access  (ISBN-10: 1111767165 | ISBN-13: 9781111767167)

Provide your students with a robust array of learning tools to enrich their course experience. Students gain immediate access to videos with quizzing, interactive self-assessments, exercises to accompany the optional Business and Company Resource Center (BCRC), as well as helpful interactive quizzes and engaging games. The Engagement Tracker tool, when used, provides you with the ability to identify at-risk students while it's still early enough to help, and also allows you to see what resources your student find most valuable.

List Price = $224.00  | CengageBrain Price = $224.00  | College Bookstore Wholesale Price = $224.00

WebTutor™ on Blackboard®, 1 term (6 months) Instant Access  (ISBN-10: 1111742065 | ISBN-13: 9781111742065)

Jumpstart your course with this interactive, web-based, teaching and learning resource designed specifically for Plunkett/Allen/Attner's Management: Meeting and Exceeding Customer Expectations, 10th. You can easily blend, add, edit, reorganize, or delete content. Webtutor™ supplements the classroom experience and ensures students leave with the resources they need to succeed in today's business world. WebTutor™ offers basic online study tools including learning objectives, flashcards, and practice quizzes. Use this effective resource as an integrated solution for distance learning or a Web-enhanced course.

List Price = $52.00  | CengageBrain Price = $52.00  | College Bookstore Wholesale Price = $52.00

WebTutor™ on WebCT™, 1 term (6 months) Instant Access  (ISBN-10: 1111748896 | ISBN-13: 9781111748890)

Jumpstart your course with this interactive, web-based, teaching and learning resource designed specifically for Plunkett/Allen/Attner's Management: Meeting and Exceeding Customer Expectations, 10th. You can easily blend, add, edit, reorganize, or delete content. Webtutor™ supplements the classroom experience and ensures students leave with the resources they need to succeed in today's business world. WebTutor™ offers basic online study tools including learning objectives, flashcards, and practice quizzes. Use this effective resource as an integrated solution for distance learning or a Web-enhanced course.

List Price = $52.00  | College Bookstore Wholesale Price = $52.00

Business and Company Resource Center User's Guide (with Access Code)  (ISBN-10: 0759347956 | ISBN-13: 9780759347953)

Put a complete business library at your fingertips with The Business & Company Resource Center. The BCRC is a premier online business research tool that allows you to seamlessly search thousands of periodicals, journals, references, financial information, industry reports, company histories and much more.

List Price = $103.95  | CengageBrain Price = $103.95  | College Bookstore Wholesale Price = $78.00

Global Economic Watch GEC Resource Center Printed Access Card  (ISBN-10: 1439040753 | ISBN-13: 9781439040751)

The current global economic crisis leaves more and more questions unanswered every day and presents "one of the most teachable moments of the century." South-Western delivers the solution. The Global Economic Crisis Resource Center is an online one-stop shopping location that provides educators with current news, journal articles, videos, podcasts, PowerPoint® slides, test questions, and much more.

List Price = $30.00  | College Bookstore Wholesale Price = $22.50

Student Supplements

CourseMate Instant Access  (ISBN-10: 1111767165 | ISBN-13: 9781111767167)

Enrich your learning experience with the wealth of resources on this invaluable CourseMate student Web site. You'll gain instant access to videos with quizzing, interactive self-assessments, exercises to accompany the optional Business and Company Resource Center (BCRC), as well as helpful interactive quizzes and engaging games. It's like having a personal tutor any hour of the day!

List Price = $224.00  | CengageBrain Price = $224.00  | College Bookstore Wholesale Price = $224.00

Cengage Learning Write Experience 2.0 Powered by MyAccess with eBook, 1 term (6 months) Instant Access  (ISBN-10: 1285089804 | ISBN-13: 9781285089805)

Successfully complete your management writing assignments with Write Experience 2.0. This innovative system scores your writing instantly and provides you with detailed revision goals and feedback to put you on track for writing excellence

List Price = $99.00  | CengageBrain Price = $99.00  | College Bookstore Wholesale Price = $99.00

WebTutor™ on Blackboard®, 1 term (6 months) Instant Access  (ISBN-10: 1111742065 | ISBN-13: 9781111742065)

Stay connected to your instructor, classmates, and textbook content! More than just an interactive study guide, WebTutor™ is an anytime, anywhere online learning resource. You'll find a full array of interactive resources and online study tools, including learning objectives, glossary flashcards, practice quizzes, and web links. Tools work seamlessly with the text's companion website to provide a dynamic learning environment and help you stay ahead of the game.

List Price = $52.00  | CengageBrain Price = $52.00  | College Bookstore Wholesale Price = $52.00

WebTutor™ on WebCT™, 1 term (6 months) Instant Access  (ISBN-10: 1111748896 | ISBN-13: 9781111748890)

Stay connected to your instructor, classmates, and textbook content! More than just an interactive study guide, WebTutor™ is an anytime, anywhere online learning resource. You'll find a full array of interactive resources and online study tools, including learning objectives, glossary flashcards, practice quizzes, and web links. Tools work seamlessly with the text's companion website to provide a dynamic learning environment and help you stay ahead of the game.

List Price = $52.00  | College Bookstore Wholesale Price = $52.00

Business and Company Resource Center User's Guide (with Access Code)  (ISBN-10: 0759347956 | ISBN-13: 9780759347953)

Put a complete business library at your fingertips with The Business & Company Resource Center. The BCRC is a premier online business research tool that allows you to seamlessly search thousands of periodicals, journals, references, financial information, industry reports, company histories and much more.

List Price = $103.95  | CengageBrain Price = $103.95  | College Bookstore Wholesale Price = $78.00

Global Economic Watch GEC Resource Center Printed Access Card  (ISBN-10: 1439040753 | ISBN-13: 9781439040751)

The current global economic crisis leaves more and more questions unanswered every day and presents "one of the most teachable moments of the century." South-Western delivers the solution. The Global Economic Crisis Resource Center is an online one-stop shopping location that provides you with current news, journal articles, videos, podcasts, PowerPoint® slides, test questions, and much more.

List Price = $30.00  | College Bookstore Wholesale Price = $22.50

Meet the Author

Author Bio

Warren R. Plunkett

Warren Plunkett is a retired professor of management and Chairman of the Business Department at Wright College, City Colleges of Chicago. He holds a B.B.A. from Notre Dame University and an M.B.A. from Roosevelt University. Since graduating from Notre Dame, Warren has been a high school teacher, a systems analyst, a member of the U.S. Army Reserve, a management consultant, a college professor for 30 years at Wright College, and most recently an entrepreneur. Warren has authored several textbooks, including Supervision: The Direction of People at Work, Business, The Consumer in America, and Management: Meeting and Exceeding Customer Expectations. Warren has made numerous presentations to industry, and has served on numerous committees and led various workshops.

Gemmy S. Allen

Gemmy S. Allen holds a Bachelor of Business Administration degree from the University of Texas at Arlington and a Master of Business Administration degree from the University of North Texas. She has also completed all but the dissertation for a doctorate from UNT. Her awards include being named Outstanding Mountain View College Faculty Member and receiving the Golden Oak Award, Oak Cliff Chamber of Commerce; the National Institute for Staff and Organizational Development (NISOD) Excellence in Teaching Award; and the award for Mountain View College Innovator of the Year. She has served as a member of Microsoft Mentors, the Microsoft/Compaq College Advisory Council, and the St. Philip's College Model Electronic Commerce Curriculum Advisory Committee. She is the founding teacher of the Virtual College of Texas -- "Internet Teachers at Every College." Known for her progressive use of social media in the classroom, Ms. Allen maintains a blog called "Management Minutes" (www.gemmyallen.com), tweets about management on Twitter @MgtMin, and regularly posts to her Facebook page at www.facebook.com/ManagementText. In addition to Management: Meeting and Exceeding Customer Expectations, she has co-authored several discipline-specific, Internet-related books and has developed several online classes. Ms. Allen has made numerous presentations to industry and has led workshops in the United States, Australia, and Mexico.

Raymond F. Attner

Raymond Attner, the co-author of Management: Meeting and Exceeding Customer Expectations, 8th edition, is presently a Professor of Management and Dean of Business at Brookhaven College of the Dallas County Community College District. For the past thirty years at Brookhaven and the Dallas District, Ray has held numerous positions including Professor of Business, Director of the Marketing and Management Center, Acting Vice President of Instruction, Director of Marketing for Distance Learning, and Acting Executive Dean of Workforce/Continuing Education. Ray has been the author or co-author of four college textbooks and has been the faculty content developer for two nationally distributed telecourses. He has been selected as Brookhaven's Outstanding Faculty member, has served as Faculty Association President three times, and has been the chair of the last two college presidential search committees at Brookhaven College. He is currently the chair of Brookhaven's Southern Association Reaccreditation Committee. Ray holds a Bachelor of Science in Marketing from California State University--Long Beach and a Master of Business Administration from Northern Louisiana University. His professional affiliations include the Texas Community College Teachers Association, American Management Association, and the Farmers Branch Chamber of Commerce. He resides in Plano, Texas, with his wife Deborah and three "fur" children (Bubba, Risky, and Annie) where he enjoys the family, jogging, and tennis.