This eighth edition of Management: Meeting and Exceeding Customer Expectations is a comprehensive surrvey of the functions 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.

The authors have made every effort to keep this text objective, timely, and interesting to both the student and the instructor. All case problems, examples, and features portray actual companies and managers in action. Companies have been selected to provide balance between large and small organizations representings service, manufacturing, and retailing industries. Successes as well as failures are included to lend perspective and aid in understanding.

Part 1 Management Concepts
Part 2 Planning and Decision Making
Part 3 Organizing
Part 4 Staffing and Leading
Part 5 Controlling
Part 6 Special Concerns

Not for Sale in the United States.