Management Meeting and Exceeding Customer Expectations 10 Ed
* Chapter 1: Management Overview
Chapter 1: Management Overview
Managers
* People who allocate and oversee the use of resources * Management * One or more managers individually and collectively setting and achieving goals by exercising related functions and coordinating various resources * Goal * An outcome to be achieved or a destination to be reached over a period of time through the exercise of management functions and the expenditure of resources * Objective * A short term goal that is achieved in less than a year * Specific * Measurable * Attainable * Results-oriented * Time-limited * Organization * An entity managed by one or more persons to achieve stated goals * Basic Tasks of Management (Drucker) * Running a business * Building an organization * Coordinating activities while accepting the values and goals of the organization * Values constitute beliefs and basic tenets that are important and meaningful to those individuals and organizations that hold them. * Constant change in business requires that managers and organizations meet needs for: * Pleasing customers * Improving products and services continuously * Providing leadership * Acting ethically * Valuing diversity in their employees * Learning to cope with global challenges * Quality * The features and characteristics of a product or service that allow it to satisfy requirements of those who use or consume them * Customer * Any person or group, both inside and outside an organization, who uses or consumes outputs from an organization or its members * Website * Company’s lifeline to its customers. * Web 2.0 * Refers to blogs, wikis, and social networking * Customer Relationship Management * Long-term management approach to customer relationships which
Chapter 1: Management Overview
Managers
* People who allocate and oversee the use of resources * Management * One or more managers individually and collectively setting and achieving goals by exercising related functions and coordinating various resources * Goal * An outcome to be achieved or a destination to be reached over a period of time through the exercise of management functions and the expenditure of resources * Objective * A short term goal that is achieved in less than a year * Specific * Measurable * Attainable * Results-oriented * Time-limited * Organization * An entity managed by one or more persons to achieve stated goals * Basic Tasks of Management (Drucker) * Running a business * Building an organization * Coordinating activities while accepting the values and goals of the organization * Values constitute beliefs and basic tenets that are important and meaningful to those individuals and organizations that hold them. * Constant change in business requires that managers and organizations meet needs for: * Pleasing customers * Improving products and services continuously * Providing leadership * Acting ethically * Valuing diversity in their employees * Learning to cope with global challenges * Quality * The features and characteristics of a product or service that allow it to satisfy requirements of those who use or consume them * Customer * Any person or group, both inside and outside an organization, who uses or consumes outputs from an organization or its members * Website * Company’s lifeline to its customers. * Web 2.0 * Refers to blogs, wikis, and social networking * Customer Relationship Management * Long-term management approach to customer relationships which