Chapter 6: Management and Leadership

Who are top managers and what do they do?

The highest level, consists of the president and other key company executives who develop strategic plans.

What are CEOs and COOs responsible for respectively?

CEOs are responsible for introducing change into an organization. COOs are responsible for putting those charges into effect.

Who is considered middle management and what are their responsibilities?

General managers, division managers, and branch and plant managers (in colleges, deans and department heads) who are responsible for tactical planning and controlling.

What are the six Ds of decision making?

Define the situation. Describe and collect needed information. Develop alternatives. Decide which alternative is best. Do what is indicated (begin implementation). Determine whether the decision was a good one, and follow up.

What does empowerment mean?

Empowerment means giving employees the authority and responsibility to respond quickly to customer requests.

How does enabling help achieve empowerment?

Enabling is giving workers the education and tools they need to make decisions. Without the right education, training, coaching, and tools, workers cannot assume the responsibilities and decision-making roles that make empowerment work.

What's the difference between internal and external customers?

External customers include dealers, who buy products to sell to others, and ultimate customers (also known as end users) such as you and me, who buy products for their own personal use. Internal customers are individuals and units within the firm that receive services from other individuals or units.

What is the difference between goals and objectives?

Goals are the broad, long-term accomplishments an organization wishes to attain. Objectives are specific, short-term statements detailing how to achieve the organization's goals.

Who is considered supervisory (first-line) management and what are their responsibilities?

Includes those directly responsible for supervising workers and evaluating their daily performance; they're often known as first-line managers (or supervisors) because they're the first level above workers.

What's the definition of management used in this chapter?

Management is the process used to accomplish organizational goals through planning, organizing, leading, and controlling people and other organizational resources

What's the difference between a leader and a manager?

Managers strive to produce order and stability, whereas leaders embrace and manage change. Leadership is creating a vision for others to follow, establishing corporate values and ethics, and transforming the way the organization does business in order to improve its effectiveness and efficiency. Management is carrying out the leader's vision.

What are some of the changes happening in management today?

Managers today tend to be more collaborative. Managers tend to guide, train, support and coach employees rather than tell them what to do. (They must now be skilled communicators as well as a planner, organizer, motivator and leader. Proficiency in foreign languages helps as well)

What are the differences among strategic, tactical, and operational planning?

Strategic planning is done by top management and determines the major goals of the organization and the policies, procedures, strategies, and resources it will need to achieve them Tactical planning is the process of developing detailed, short-term statements about what is to be done, who is to do it, and how. Operational planning is the process of setting work standards and schedules necessary to implement the company's tactical objectives.

What does a company analyze when it does a SWOT analysis?

Strengths, weaknesses, opportunities and threats. (Strengths and weaknesses are often internal and opportunities and threats are often external)

What are the five steps in the control process?

establish clear standards, monitor and record performance, compare results against standards, communicate results, If needed take corrective action

What are the four functions of management?

planning, organizing, leading, controlling