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www.downloadslide.net www.downloadslide.net Management Stephen P. Robbins San Diego State University Mary Coulter Missouri State University Boston Columbus Cape Town Delhi Indianapolis New York San Francisco Amsterdam Dubai London Madrid Milan Munich Mexico City São Paulo Sydney Hong Kong Paris Montréal Toronto Seoul Singapore Taipei Tokyo 13E GE www.downloadslide.net Vice President, Business Publishing: Donna Battista Editor-in-Chief: Stephanie Wall Senior Acquisitions Editor: Kris Ellis-Levy Senior Acquisitions Editor, Global Editions: Steven Jackson Program Manager Team Lead: Ashley Santora Program Manager: Sarah Holle Assistant Project Editor, Global Editions: Paromita Banerjee Editorial Assistant: Bernard Ollila Vice President, Product Marketing: Maggie Moylan Director of Marketing, Digital Services and Products: Jeanette Koskinas Senior Manufacturing Controller, Global Editions: Trudy Kimber Executive Product Marketing Manager: Anne Fahlgren Field Marketing Manager: Lenny Ann Raper Senior Strategic Marketing Manager: Erin Gardner Project Manager Team Lead: Judy Leale Project Manager: Kelly Warsak Operations Specialist: Diane Peirano Creative Director: Blair Brown Art Director/Program Design Lead: Janet Slowik Interior Designer: QT Design Cover Designer: Lumina Datamatics Vice President, Director of Digital Strategy & Assessment: Paul Gentile Manager of Learning Applications: Paul Deluca Digital Editor: Brian Surette Digital Studio Manager: Diane Lombardo Digital Studio Project Managers: Robin Lazrus, Alana Coles, Monique Lawrence, Regina DaSilva Media Production Manager, Global Editions: Vikram Kumar Full-Service Project Management and Composition: Integra Software Services Pvt. Ltd. Acknowledgements of third party content appear on the appropriate page within the text, which constitutes an extension of this copyright page. Pearson Education Limited Edinburgh Gate Harlow Essex CM20 2JE England and Associated Companies throughout the world Visit us on the World Wide Web at: www.pearsonglobaleditions.com © Pearson Education Limited 2016 The rights of Stephen P. Robbins and Mary Coulter to be identified as authors of this work have been asserted by them in accordance with the Copyright, Designs and Patents Act 1988. Authorized adaptation from the United States edition, entitled Management, 13th Edition, ISBN 978-0-13-391029-2 by Stephen P. Robbins and Mary Coulter, published by Pearson Education © 2016. All rights reserved. No part of this publication may be reproduced, stored in a retrieval system, or transmitted in any form or by any means, electronic, mechanical, photocopying, recording or otherwise, without either the prior written permission of the publisher or a license permitting restricted copying in the United Kingdom issued by the Copyright Licensing Agency Ltd, Saffron House, 6–10 Kirby Street, London EC1N 8TS. All trademarks used herein are the property of their respective owners. The use of any trademark in this text does not vest in the author or publisher any trademark ownership rights in such trademarks, nor does the use of such trademarks imply any affiliation with or endorsement of this book by such owners. ISBN 10: 1-292-09020-0 ISBN 13: 978-1-292-09020-7 British Library Cataloguing-in-Publication Data A catalogue record for this book is available from the British Library. Typeset in 10/12 Times New Roman MT Std by Integra Software Services Pvt. Ltd. Printed and bound by Courier Kendallville in The United States of America www.downloadslide.net To my wife, Laura Steve To my husband, Ron Mary www.downloadslide.net About the Authors Stephen P. Robbins received his Ph.D. from the University of Arizona. He previously worked for the Shell Oil Company and Reynolds Metals Company and has taught at the University of Nebraska at Omaha, Concordia University in Montreal, the University of Baltimore, Southern Illinois University at Edwardsville, and San Diego State University. He is currently professor emeritus in management at San Diego State. Dr. Robbins’s research interests have focused on conflict, power, and politics in organizations, behavioral decision making, and the development of effective interpersonal skills. His articles on these and other topics have appeared in such journals as Business Horizons, the California Management Review, Business and Economic Perspectives, International Management, Management Review, Canadian Personnel and Industrial Relations, and The Journal of Management Education. Dr. Robbins is the world’s best-selling textbook author in the areas of management and organizational behavior. His books have sold more than 6 million copies and have been translated into 20 languages. His books are currently used at more than 1,500 U.S. colleges and universities, as well as hundreds of schools throughout Canada, Latin America, Australia, New Zealand, Asia, and Europe. Dr. Robbins also participates in masters track competition. Since turning 50 in 1993, he’s won 23 national championships and 14 world titles. He was inducted into the U.S. Masters Track & Field Hall of Fame in 2005 and is currently the world record holder at 100 m and 200 m for men 65 and over. Mary Coulter received her Ph.D. from the University of Arkansas. She held different jobs including high school teacher, legal assistant, and city government program planner before completing her graduate work. She has taught at Drury University, the University of Arkansas, Trinity University, and Missouri State University. She is currently professor emeritus of management at Missouri State University. In addition to Management, Dr. Coulter has published other books with Pearson including Fundamentals of Management (with Stephen P. Robbins), Strategic Management in Action, and Entrepreneurship in Action. When she’s not busy writing, Dr. Coulter enjoys puttering around in her flower gardens, trying new recipes, reading all different types of books, and enjoying many different activities with husband Ron, daughters and sons-inlaw Sarah and James, and Katie and Matt, and most especially with her two grandkids, Brooklynn and Blake, who are the delights of her life! www.downloadslide.net Brief Contents Preface 25 Acknowledgments 33 Part 1 Introduction to Management Part 2 Basics of Managing in Today’s Workplace Chapter 1: Managers in the Workplace 34 Chapter 3: Managing the External Environment and the Organization’s Culture 102 Management History Module 58 Chapter 4: Managing in a Global Environment 128 Chapter 2: Making Decisions 72 Part 1 Management Practice 98 Chapter 5: Managing Diversity 154 Chapter 6: Managing Social Responsibility and Ethics 182 Chapter 7: Managing Change and Innovation 212 Part 2 Management Practice 240 Part 3 Planning Part 4 Organizing Chapter 8: Planning Work Activities 246 Chapter 10: Designing Organizational Structure—Basic Designs 320 Chapter 9: Managing Strategy 266 Chapter 11: Designing Organizational Structure—Adaptive Designs 344 Creating and Leading Entrepreneurial Ventures Module 292 Chapter 12: Managing Human Resources 368 Part 3 Management Practice 316 Managing Your Career Module 400 Chapter 13: Creating and Managing Teams 404 Part 4 Management Practice 430 Part 5 Leading Part 6 Controlling Chapter 14: Managing Communication 434 Chapter 18: Monitoring and Controlling 554 Chapter 15: Understanding and Managing Individual Behavior 460 Planning and Control Techniques Module 584 Chapter 16: Motivating Employees 492 Managing Operations Module 599 Chapter 17: Being an Effective Leader 522 Part 6 Management Practice 614 Part 5 Management Practice 548 Endnotes 618 • Glossary 672 • Name Index 684 • Organization Index 703 • Subject Index 708 www.downloadslide.net This page intentionally left blank www.downloadslide.net Contents Preface 25 Acknowledgments 33 Part 1 Introduction to Management 34 Chapter 1: Managers in the Workplace Why Are Managers Important? 34 36 Who Are Managers and Where Do They Work? 37 Who Is a Manager? 37 Where Do Managers Work? 38 What Do Managers Do? Management Functions 39 40 Mintzberg’s Managerial Roles and a Contemporary Model of Managing 42 Management Skills 43 How Is the Manager’s Job Changing? 45 Importance of Customers to the Manager’s Job 46 Importance of Social Media to the Manager’s Job Importance of Innovation to the Manager’s Job Importance of Sustainability to the Manager’s Job Why Study Management? 47 48 48 49 The Universality of Management 49 The Reality of Work 50 Rewards and Challenges of Being a Manager 50 Boxed Features It’s Your Career: The ABC’s of Managing Your Time 34 FYI 38 Future Vision: Is It Still Managing When What You’re Managing Are Robots? Let’s Get REAL 42, 45 Leader Making a Difference: Ursula Burns 48 Preparing for: Exam/Quizzes 39 51 Chapter Summary by Learning Objectives Review and Discussion Questions 51 53 Preparing for: My Career 53 Personal Inventory Assessments: Time Management Assessment Ethics Dilemma 53 53 Skill Exercise: Developing Your Political Skill Working Together: Team Exercise 54 54 Learning to Be a Manager 54 7 www.downloadslide.net 8 Contents Case Application 1: Who Needs a Boss? 55 Case Application 2: Building a Better Boss Management History Module Early Management 56 58 Classical Approach 58 60 Behavioral Approach 63 Quantitative Approach 65 Contemporary Approaches 67 Chapter 2: Making Decisions The Decision-Making Process Step 1: Identify a Problem 72 73 74 Step 2: Identify Decision Criteria 74 Step 3: Allocate Weights to the Criteria Step 4: Develop Alternatives 75 75 Step 5: Analyze Alternatives 76 Step 6: Select an Alternative 76 Step 7: Implement the Alternative 76 Step 8: Evaluate Decision Effectiveness Managers Making Decisions 77 77 Making Decisions: Rationality 78 Making Decisions: Bounded Rationality 78 Making Decisions: The Role of Intuition 79 Making Decisions: The Role of Evidence-Based Management Types of Decisions and Decision-Making Conditions Types of Decisions 80 81 81 Decision-Making Conditions 83 Decision-Making Styles 85 Linear–Nonlinear Thinking Style Profile 86 Decision-Making Biases and Errors 86 Overview of Managerial Decision Making 88 Effective Decision Making in Today’s World 88 Guidelines for Effective Decision Making Design Thinking and Decision Making 89 90 Big Data and Decision Making 90 Boxed Features It’s Your Career: Problem Solving—Not A Problem 72 FYI 77, 81, 87, 90 Let’s Get REAL 80 Future Vision: Who Makes the Decisions, Person or Machine? Leader Making a Difference: Elon Musk 85 Preparing for: Exam/Quizzes 91 Chapter Summary by Learning Objectives Review and Discussion Questions Preparing for: My Career 83 91 93 93 Personal Inventory Assessments: Solving Problems Analytically and Creatively 93 www.downloadslide.net Contents Ethics Dilemma 93 Skill Exercise: Developing Your Creativity Skill 94 Working Together: Team Exercise My Turn to Be a Manager 94 95 Case Application 1: Tasting Success 95 Case Application 2: The Business of Baseball Part 1: Management Practice A Manager’s Dilemma 96 98 98 Global Sense 98 Continuing Case: Starbucks—Introduction 98 Part 2 Basics of Managing in Today’s Workplace 102 Chapter 3: Managing the External Environment and the Organization’s Culture 102 The Manager: Omnipotent or Symbolic? The Omnipotent View The Symbolic View 104 104 104 The External Environment: Constraints and Challenges The Economic Environment 105 106 The Demographic Environment 106 How the External Environment Affects Managers 108 Organizational Culture: Constraints and Challenges 111 What Is Organizational Culture? Strong Cultures 111 114 Where Culture Comes From and How It Continues How Employees Learn Culture 116 How Culture Affects Managers 117 Current Issues in Organizational Culture 114 119 Creating an Innovative Culture 119 Creating a Customer-Responsive Culture Spirituality and Organizational Culture 119 120 Boxed Features It’s Your Career: Reading an Organization’s Culture: Find One Where You’ll Be Happy Future Vision: Tomorrow’s Workforce: More Diverse Than Ever 107 Let’s Get REAL 108, 115 Leader Making a Difference: Akio Toyoda 110 FYI 111 Preparing for: Exam/Quizzes 122 Chapter Summary by Learning Objectives Review and Discussion Questions 122 123 Preparing for: My Career 123 Personal Inventory Assessments: What’s My Comfort with Change? Ethics Dilemma 123 Skill Exercise: Developing Your Environmental Scanning Skill 124 123 102 9