Students will learn how to improve their leadership abilities and develop an understanding of high-performance teams and employee empowerment. New information will provide students with an understanding of diversity and cultural change. Practical information prepares them to put management tools into action to enhance service and boost business.
About the Authors 作者簡介
Preface 序言
1 The Changing Nature of Leadership and Management 領導管理的變化
2 The Quest for Quality 追求品質
3 The Malcolm Baldrige National Quality Award 美國國家品質獎
4 Quality Service 優質服務
5 Continuous Improvement_Process and Tools 持續改進─過程與工具
6 Power and Empowerment權力與授權
7 Communication Skills 溝通技巧
8 Goal?Setting, Coaching, and Conflict?Management Skills 制定目標、指導與衝突管理技巧
9 High?Performance erformance Teams 高績效團隊
10 The Challenge of Diversity 多元化的挑戰
11 Managing Organizational Change 管理組織變革
12 Strategic Career Planning 職業計畫策略
Index 索引
