ELEVENTH EDITION Global Edition Stephen P. ROBBINS San Diego State University Mary COULTER Missouri State University Boston Columbus Indianapolis New York San Francisco Upper Saddle River Amsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto Delhi Mexico City Sao Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo
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ELEVENTH EDITION
Global Edition
Stephen P. ROBBINSSan Diego State University
Mary COULTERMissouri State University
Boston Columbus Indianapolis New York San Francisco Upper Saddle RiverAmsterdam Cape Town Dubai London Madrid Milan Munich Paris Montreal Toronto
Delhi Mexico City Sao Paulo Sydney Hong Kong Seoul Singapore Taipei Tokyo
Chapter 1 Foundations of Management and Organizations 30Why Are Managers Important? 32Who Are Managers and Where Do They Work? 33
Who Is a Manager? 33
Where Do Managers Work? 34
What Do Managers Do? 36Management Functions 37Mintzberg's Managerial Roles and a Contemporary Model of ManagingManagement Skills 40
How Is the Manager's Job Changing? 41Importance of Customers to the Manager's Job 42Importance of Innovation to the Manager's Job 44Importance of Sustainability to the Manager's Job 44
Why Study Management? 45The Universality of Management 45
The Reality of Work 46
Rewards and Challenges of Being a Manager 46
Boxed FeaturesA Manager's Dilemma 32BY THE NUMBERS 33
FUTURE VISION | The Working World in 2020 35
LEADER WHO MADE A DIFFERENCE | Andrew Cherng 40
My Response to A Manager's Dilemma 47
Chapter Summary by Learning Outcomes 48Review and Discussion Questions 49Preparing for: My Career 49Case Application 1: More Than a Good Story 51Case Application 2: Flight Plans 52
What Is Organizational Culture? 79Strong Cultures 80Where Culture Comes From and How It Continues 82How Employees Learn Culture 83
How Culture Affects Managers 84
Current Issues in Organizational Culture 86Creating an Innovative Culture 86Creating a Customer-Responsive Culture 86Spirituality and Organizational Culture 86
Boxed Features
A Manager's Dilemma 72FUTURE VISION | The Working World in 2020 75
LEADER WHO MADE A DIFFERENCE | Betsy Mclaughlin 78
BY THE NUMBERS 84
My Response to A Manager's Dilemma 89
Chapter Summary by Learning Outcomes 9OReview and Discussion Questions 91Preparing for: My Career 91Case Application 1: Out of Control 93Case Application 2: MYDIN 94
Part II Managing in the Twenty-First Century
Chapter 3 Global Management 96Who Owns What? 98What's Your Global Perspective? 99Understanding the Global Environment 1OO
Regional Trading Alliances 100
Global Trade Mechanisms 104
Doing Business Globally 1O5Different Types of International Organizations 106
How Organizations Go International 106
Managing in a Global Environment 1O8The Political/Legal Environment 108
The Economic Environment 108
The Cultural Environment 109
Global Management in Today's World 112
CONTENTS 11
Boxed Features
A Manager's Dilemma 98LEADER WHO MADE A DIFFERENCE | Indra Nooyi 100BYTHE NUMBERS 105My Response to A Manager's Dilemma 115
Chapter Summary by LearningOutcomes 116
Review and Discussion Questions 117
Preparing for: My Career 117
Case Application 1: Held Hostage 119
Case Application 2: Global Stumble 121
Chapter 4 The Diverse Workforce 124Diversity 1O1 126
What Is Workplace Diversity? 126Why Is Managing Workforce Diversity So Important? 128
The Changing Workplace 13OCharacteristics of the U.S. Population 130
What About Global Workforce Changes? 131
Types of Workplace Diversity 133Age 133Gender 134Race and Ethnicity 135Disability/Abilities 136 ,Religion 137
GLBT: Sexual Orientation and Gender Identity 137
Other Types of Diversity 138
Challenges in Managing Diversity 138Personal Bias 138Glass Ceiling 140
Workplace Diversity Initiatives 14OThe Legal Aspect of Workplace Diversity 141Top Management Commitment to Diversity 142Mentoring 142Diversity Skills Training 143Employee Resource Groups 143
Boxed Features
A Manager's Dilemma 126BYTHE NUMBERS 137LEADER WHO MADE A DIFFERENCE | Kenneth I. Chenault 140My Response to A Manager's Dilemma 144
Chapter Summary by Learning Outcomes 145
Review and Discussion Questions 146
Preparing for: My Career 146
Case Application 1: Mission Possible: StrategicDiversity 148
Case Application 2: Women in Management atDeutsche Telekom: Part 2 149
12 CONTENTS
Chapter 5
Chapter 6
152
Social Responsibility and Ethics 150What Is Social Responsibility? 152
From Obligations to Responsiveness to Responsibility
Should Organizations Be Socially Involved? 154
Green Management and Sustainability 155How Organizations Go Green 155
Evaluating Green Management Actions 157
Managers and Ethical Behavior 157Factors That Determine Ethical and Unethical Behavior 158Ethics in an International Context 161
Encouraging Ethical Behavior 163Employee Selection 163Codes of Ethics and Decision Rules 163Leadership 165Job Goals and Performance Appraisal 165Ethics Training. 166Independent Social Audits 167Protective Mechanisms 167
Social Responsibility and Ethics IssuesIn Today's World 167
Managing Ethical Lapses and Social Irresponsibility 167Social Entrepreneurship 168
Businesses Promoting Positive Social Change 169
Boxed Features
A Manager's Dilemma 152LEADER WHO MADE A DIFFERENCE
BYTHE NUMBERS 160
My Response to A Manager's Dilemma 170
Yvon Chouinard 156
Chapter Summary by Learning Outcomes 171
Review and Discussion Questions 172
Preparing for: My Career 173
Case Application 1: Lessons fromLehman Brothers: Will We Ever Learn? 175
Case Application 2: Green Up on Aisle Two 176
Change and Innovation 178The Change Process 18O
Two Views of the Change Process 180
Types of Organizational Change 182
What Is Organizational Change? 183
Types of Change 183
Managing Resistance to Change 186
Why Do People Resist Change? 186
Techniques for Reducing Resistance to Change 186
Contemporary Issues in Managing Change 187
Changing Organizational Culture 187
Employee Stress 189
Making Change Happen Successfully 192
Stimulating Innovation 193Creativity Versus Innovation 194
Stimulating and Nurturing Innovation 194
CONTENTS 13
Boxed FeaturesA Manager's Dilemma 180FUTURE VISION | The Working World in 2020 184
BYTHE NUMBERS 190
LEADER WHO MADE A DIFFERENCE | RatanTata 196
My Response to A Manager's Dilemma 197
Chapter Summary by Learning Outcomes 198
Review and Discussion Questions 199
Preparing for: My Career 199
Case Application 1: Too Big to Change? 2O2
Case Application 2: The Port of Rotterdam 2O3
Part ill Planning
Chapter 7 Decision-Making 204The Decision-Making Process 2O6
Step I: Identifying a Problem 207Step 2: Identifying Decision Criteria 208Step 3: Allocating Weights to the Criteria 208Step 4: Developing Alternatives 209Step 5: Analyzing Alternatives 209Step 6: Selecting an Alternative 210Step 7: Implementing the Alternative 210Step 8: Evaluating Decision Effectiveness 210
Managers Making Decisions 210Making Decisions: Rationality 211Making Decisions: Bounded Rationality 211Making Decisions: The Role of Intuition 212Making Decisions: The Role of Evidence-Based Management 213
Types of Decisions and Decision-MakingConditions 213
Step I: Identifying the Organization's Current Mission, Goals,and Strategies 255Step 2: Doing an External Analysis 255Step 3: Doing an Internal Analysis 256Step 4: Formulating Strategies 256Step 5: Implementing Strategies 256
Step 6: Evaluating Results 256
Corporate Strategies 256What Is Corporate Strategy? 256
What Are the Types of Corporate Strategy? 257
How Are Corporate Strategies Managed? 258
Competitive Strategies 259The Role of Competitive Advantage 259Choosing a Competitive Strategy 261
Current Strategic Management Issues 262
The Need for Strategic Leadership 263
The Need for Strategic Flexibility 264
Important Organizational Strategies for Today's Environment 264
CONTENTS 15
Boxed Features
A Manager's Dilemma 252
LEADER WHO MADE A DIFFERENCE | Ursula Burns 258
BYTHE NUMBERS 262
My Response to A Manager's Dilemma 267
Chapter Summary by Learning Outcomes 268Review and Discussion Questions 269Preparing for: My Career 27OCase Application 1: Gaga Over Gaga 272Case Application 2: Faded Signal 273
Module Planning Tools and Techniques 276Techniques for Assessing the Environment 276
Module Managing Your Career 368Career Opportunities in Management 368Finding a Culture That Fits 368Taking Risks 369Reinventing Yourself 369Learning to Get Along with Difficult People 369
What Do I Want from My Job? 370
How Can I Have a Successful Career? 370
Chapter 13 Groups and Teams 372Groups and Group Development 374
What Is a Group? 374
Stages of Group Development 374
Work Group Performance and Satisfaction 376External Conditions Imposed on the Group 376
Group Member Resources 377
Group Structure 377
Group Tasks 384
Turning Groups into Effective Teams 385What Is a Work Team? 385
Types of Work Teams 386
Creating Effective Work Teams 387
Current Challenges in Managing Teams 389
Managing Global Teams 389
Building Team Skills 391
Understanding Social Networks 391
Boxed Features
A Manager's Dilemma 374
BYTHE NUMBERS 377
FUTURE VISION | The Working World in 2020 384
LEADER WHO MADE A DIFFERENCE | Marissa Mayer 389
My Response to A Manager's Dilemma 392
18 CONTENTS
Chapter Summary by Learning Outcomes 393
Review and Discussion Questions 394
Preparing for: My Career 394
Case Application 1: Aiming Higher: MotivatingKnowledge Workers 396
Case Application 2: Making Order Out of Chaos 3 9 7
Part V Leading
Chapter 14 Foundations of Individual Behavior 398Focus and Goals of Organizational Behavior 4OO
Focus of Organizational Behavior 400Goals of Organizational Behavior 401
Attitudes and Job Performance 4O2
Job Satisfaction 403
Job Involvement and Organizational Commitment 405Employee Engagement 405Attitudes and Consistency 406
Cognitive Dissonance Theory 407Attitude Surveys 407Implications for Managers 408
Personality 4O8
MBTI® 409
The Big Five Model 410
Additional Personality Insights 410Personality Types in Different Cultures 412
Emotions and Emotional Intelligence 413Implications for Managers 414
Perception 415
Factors That Influence Perception 415Attribution Theory 416
Shortcuts Used in Judging Others 417Implications for Managers 418
Learning 418
Operant Conditioning 418Social Learning 419
Shaping: A Managerial Tool 419Implications for Managers 420
Contemporary Issues in Organizational Behavior 42O
Managing Generational Differences 420Managing Negative Behavior in the Workplace 422
Chew Choon Seng 408
Boxed Features
A Manager's Dilemma 400LEADER WHO MADE A DIFFERENCE
Chapter 15 Communication 430The Nature and Function of Communication 432. What Is Communication? 432
Functions of Communication 433Methods of Interpersonal Communication 434Effective Interpersonal Communication 437
Barriers to Communication 437Overcoming the Barriers 438
Organizational Communication 44OFormal Versus Informal Communication 440Direction of Communication Flow 440Organizational Communication Networks 441Workplace Design and Communication 442
Information Technology and Communication 444How Technology Affects Managerial Communication 444How Information Technology Affects Organizations 445
Communication Issues in Today'sOrganizations 445
Managing Communication in an Internet World 445Managing the Organization's Knowledge Resources 446The Role of Communication in Customer Service 447Getting Employee Input 448Communicating Ethically 448
Boxed FeaturesA Manager's Dilemma 432
LEADER WHO MADE A DIFFERENCE | Steve Jobs 435
FUTURE VISION | The Working World in 2020 444
BYTHE NUMBERS 446
My Response to A Manager's Dilemma 449
Chapter Summary by Learning OutcomesReview and Discussion Questions 451Preparing for: My Career 452Case Application 1: Gossip Girls 453Case Application 2: Delivery Disaster 454
Chapter 16 Motivation 456What Is Motivation? 458Early Theories of Motivation 459
Maslow's Hierarchy of Needs Theory 459McGregor's Theory X and Theory Y 460Herzberg's Two-Factor Theory 461Three-Needs Theory 462
45O
Contemporary Theories of MotivationGoal-Setting Theory 463Reinforcement Theory 465Designing Motivating Jobs 466Equity Theory 469
4 6 3
20 CONTENTS
Expectancy Theory 470Integrating Contemporary Theories of Motivation 471
Current Issues in Motivation 473Motivating in Tough Economic Circumstances 473Managing Cross-Cultural Motivational Challenges 473Motivating Unique Groups of Workers 475Designing Appropriate Rewards Programs 477
Boxed Features
A Manager's Dilemma 458
LEADER WHO MADE A DIFFERENCE | John Goodnight 464
FUTURE VISION | The Working World in 2020 475
BYTHE NUMBERS 477My Response to A Manager's Dilemma 479
Chapter Summary by Learning Outcomes 48OReview and Discussion Questions 481Preparing for: My Career 481Case Application 1: Searching For? 483Case Application 2: Best Practices at Volvo 484
Chapter 17 Leadership 486Who Are Leaders and What Is Leadership? 488Early Leadership Theories 488
Leadership Trait Theories 489
Leadership Behavior Theories 490
Contingency Theories of Leadership 4 9 2/ The Fiedler Model 492
Hersey and Blanchard's Situational Leadership Theory 494Path-Goal Model 495
Contemporary Views of Leadership 497Leader-Member Exchange (LMX) Theory 497
Transformational-Transactional Leadership 497
Charismatic-Visionary Leadership 498
Team Leadership 499
Leadership Issues in The Twenty-First Century 5OOManaging Power 500Developing Trust 501Empowering Employees 502Leading Across Cultures 503Becoming an Effective Leader 504
Boxed Features
A Manager's Dilemma 488LEADER WHO MADE A DIFFERENCE | Ajay Banga 497BYTHE NUMBERS 499My Response to A Manager's Dilemma 505
Chapter Summary by Learning Outcomes 5O6Review and Discussion Questions 5O7Preparing for: My Career 5O7Case Application 1: Growing Leaders 510Case Application 2: Master and Commander 511
CONTENTS 21
Part VI Controlling
Chapter 18 Foundations of Control 512What Is Controlling and Why Is It Important? 514The Control Process 516
Step I. Measuring Actual Performance 516Step 2. Comparing Actual Performance Against the Standard 517Step 3. Taking Managerial Action 518
Managerial Decisions in Controlling 519
Controlling for Organizational Performance 519What Is Organizational Performance? 520Measures of Organizational Performance 520
Contemporary Issues in Control 527Adjusting Controls for Cross-Cultural Differences 527Workplace Concerns 527Workplace Violence 529Controlling Customer Interactions 531Corporate Governance 532
Boxed Features -
A Manager's Dilemma 514LEADER WHO MADE A DIFFERENCE | Bob Iger 526BYTHE NUMBERS 528My Response to A Manager's Dilemma 534
Chapter Summary by Learning Outcomes 535Review and Discussion Questions 536Preparing for: My Career 536Case Application 1: Deepwater in Deep Trouble 538Case Application 2: Baggage Blunders 539
Chapter 19 Operations Management 542The Role of Operations Management 544
Services and Manufacturing 545Managing Productivity 545Strategic Role of Operations Management 546
What Is Value Chain Management and Why IsIt Important? 547
What Is Value Chain Management? 547Goal of Value Chain Management 548Benefits of Value Chain Management 548
Managing Operations Using Value ChainManagement 549
Value Chain Strategy 549Obstacles to Value Chain Management 552
22 CONTENTS
Current Issues in Managing Operations 554Technology's Role in Operations Management 554Quality Initiatives 555Quality Goals 556Mass Customization and Lean Organization 557
Boxed Features
A Manager's Dilemma 544LEADER WHO MADE A DIFFERENCE | Muhtar Kent 547BYTHE NUMBERS 553My Response to A Manager's Dilemma 558
5 5 9
567
Chapter Summary by Learning OutcomesReview and Discussion Questions 56OPreparing for: My Career 56OCase Application 1: A Fast Way to Fast Food 562Case Application 2: Lean Manufacturing in China 563
Appendix Managing Entrepreneurial Ventures 565The Context of Entrepreneurship 565
What Is Entrepreneurship? 565Why Is Entrepreneurship Important? 566The Entrepreneurial Process 566What Do Entrepreneurs Do? 567
Social Responsibility and Ethics Issues Facing Entrepreneurs
Start-Up and Planning Issues 568Identifying Environmental Opportunities and CompetitiveAdvantage 568Researching the Venture's Feasibility—Generatingand Evaluating Ideas 571Researching the Venture's Feasibility—Competitors 572Researching the Venture's Feasibility—Financing 573
Planning the Venture—Developing a Business Plan 574
Organizing Issues 575Legal Forms of Organization , 575Organizational Design and Structure 578Human Resource Management Issues in EntrepreneurialVentures 578Stimulating and Making Changes 579
The Importance of Continuing Innovation 580
Leading Issues 58OPersonality Characteristics of Entrepreneurs 580Motivating Employees Through Empowerment 581
The Entrepreneur as Leader 582
Controlling Issues 583Managing Growth 583Managing Downturns 585Exiting the Venture 586Managing Personal Life Choices and Challenges 586