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管理与组织导论
1.管理者^manager基层管理者中层管理者[:first-line managersmiddle高层管理者管理」managers:top managersmanagement效率[efficiency效果:effectiveness计划:planning组织:organizing领导:leading控制[controlling管理角色:management roles人际关系角色信息传递角色interpersonal roles决策制定角色技术^informational rolesXdescisional roles技能人际技能概念技能乂4technical skillsXhuman skillsconceptualskills管理的普遍性:universality of management.管理的历史2劳动分工工作专业化division oflabor:job specialization工业革命科学管理:industrific revolution:scientific一般行政管理理论management generaladministrative管理原则theory:principles of management职务分析乂job analysis职务说明书:job description职务规范:job specification招聘[recruitment解聘decriuitment甄选:selection效度」validity信度」reliability工作抽样Xwork samping评估中心:assessment centers真实工作预览:relistic jobpreview上岗培训上orientation绩效管理系统:performance managementsystem书面描述法[written essay关键事件法:critical incidents分表法OF graphicrating scales彳亍为定位评分法多behaviorally anchoredrating scales人比较法:multiperson comparisons度反馈法360X360-degree feedback基于技能薪酬乂skill-based pay浮动工资乂variable pay精简机构乂downsizing性骚扰:sexual harassment基于家庭的福利family-friendly benefits变革与创新管理
13.组织变革organizational change变革推动者^change agent组织发展organizational development压力:stress行为的基础
14.行为:behaviorj组织行为学[organizational behavior员工生产率:employee productivity离职率Xturnover组织公民行为:organizational citizenbehavior工作满意度job satisfaction工作场所不当行为态度workplace misbehaviorattitudes认矢口行为cognitive component青感成分T affectivecomponent行为成分behavior component组织承诺organizational commitment组织支持感perceived organizationalsupport认知失调:cognitive dissonance态度调查^attitude surveys人格:personality马基雅维里主义:machiavellianism自尊」self-esteem自我控制:self-monitoring象管理Epi impressionmanagement情绪demotion情绪智力乂emotional Intelligence矢口觉:perception归因理论:attribution theory基本归因错误[fundamental attributionerror自我服务偏见:self-serving bias假设相似性[assumed similarity刻板印象|stereotyping晕轮效应:halo effect操作性条件反射:operant conditioning社会学习理论^social learningtheory行为塑造乂shaping behavior理解群体与团队
15.群体group形成阶段[forming震荡阶段storming规范阶段[norming执行阶段[performing解体阶段[adjourning群体思维乂groupthink地位」status社会惰化social loafing群体内聚力[group cohesiveness冲突conflict冲突的传统观点traditional view of conflict冲突的人际关系观点[冲human relationsviewof conflict突的交互作用观点积极冲interactionist viewofconflict突乂functional conflict消极冲突Xdisfunctional conflict任务冲突乂task conflict关系冲突^relationship conflict过程冲突:process conflict工作团队^workteams自我管理团队:self-managed workteams跨职能团队[cross-functional team虚拟团队virtual team社会网络构造^social networkstructure激励员工
16.动机:motivation需要层次理论双因素理hierarchy ofneeds theory论:two-factor theory保健因素hygiene factors激励因素:motivators三种需要理论three-needs theory成就需要:need forachievement权力需要need forpower归属需要:need foraffiliation目标设置理论:goal-setting theory自我效能感Xself-efficacy强化理论:reinforcement theory强化物:reinforcer工作设计:job design工作扩大化:job enlargement工作丰富化:job enrichment工作深度job depth工作特征模型公平理论乂job characteristicsmodelequity theory参照对象[referents分配公平^distributive justice程序公平nprocedural justice期望理论expectancy theory压缩工作周:compressed workweek弹性工作制:flexible workhours弹性时间制:工作分担远程办公f Iext im ejob sharing账目公开管理telecommuting:open-book management员工认可方案绩效工资:employee recognitionprograms方案股票期权pay-for-performance program:stockoptions领导
17.领导者:leader领导:leadership行为理论独裁型风格^behavioral theories:authoeratic民主型风格[放任型风style democraticstyle格定规维度关怀维:laissez-faire style:initiating strueture度高-高型领导者管理方^consideration:high-high leader格权变模型最难共:managerial grid^contingency model事着问卷情境领least-preferred co-worker questionnaire导理论^situational leadershiptheory成熟度:readiness领导者参与模型路径-目标理“leader participationmodel论交易型领导者:path-goal theory:transactional leaders变革型领导者领袖魅力型领导transformational leaders者愿景规划型领导charismatic leadervisionaryleadership法定权禾强制权利1legitimate powercoercive power奖赏权力专家权利参照reward powerexpert power权利信誉referent power^credibility信任:trust授权:empowerment控制的基础
18.控制:controlling市场控制:market control官僚控制:bureaucratic control小集团控制clan control控制过程乂control process偏差范围:range ofvariation直接纠正彳亍动彻底纠正:immediate corrective行动绩效basic correvtiveaction performance组织绩效生产率organizational performance^productivity组织有效性^organizational effectiveness前馈控制^feedforward control同期控制:concurrent control走动管理反馈:management bywalking around控制乂feedback control经济附加值市场附力口economic valueadded值market valueadded平衡计分卡balanced scorecard管理信息系统:management informationsystem标杆比较:benchmarking员工偷窃employee theft服务利润链service profitchain公司治理:corporate governance运营与价值链管理
19.运营管理:operations management制造型组织:manufacturing organizations服务型组织:service organizations价值链value chain价值链管理value chainmanagement组织过程:organizational processes知识产权:intellectual processes质量:quality北匕量定制mass customization官僚行政组织bureaucracy定量方法:quantitative approach组织彳亍为organizational behavior霍桑研究系统Hawthorne studiessystems封闭系统:closed systems开放系统open systems权变理论:contingency approach劳动力多元化workforce diversity电子企业:e-business电子商务e-commerce内部网:intranet学习型组织[learning organization知识管理:knowledge management质量管理:quality management组织文化与环境
3.管理万能论:omnipotent viewofmanagement管理象征论:symbolil viewofmanagement组织文化^organization culture强文化^strong cultures社会化[socialization工作场所精神境界」workplace spirituality夕卜部划;境:external environment具体环境specific environment一般环境general environment环境的不确定性^environment uncertainty环境的复杂性乂environment complexity利益相关群体:stakholders.全球环境中的管理4狭隘主义^parochialism民族中心论:ethnocentric attitude多国中心论[polycentric attitude全球中心论:geocentric attitude跨国公司:multinational corporation多国公司:multidomestic corporation全球公司global company跨国或无边界组织:transnational orboredrless organization初始全球化组织:bom globals全球外购^global sourcing出口[exporting进口Ximporting许可证经营^licensing许可经营franchising战略同盟4strategic alliance合资企业:joint venture外国子公司:foreign subsidiary市场经济:market economy计划经济:command economy民族文化national culture.社会责任与管理道德5古典观点4classical view社会经济学观点:socioeconomic view社会义务乂social obligation社会响应:social responsiveness社会责任social responsinility社会屏障筛选:social screening管理的绿色化:geirning ofmanagement以价值观为基础的管理values-based management道德4ethics自我强度控制点ego strengthlocus ofcontrol道德准则乂code ofethics社会企业家:social entrepreneur社会影响管理:social impactmanagement.制定决策6决策:decisions决策制定过程decision-making process决策标准问题.decision criteriaproblem理性的^rational有限理性Abounded rationality满意的承诺升级乂satisfied escalationof commitment直觉决策:intuitive decisionmaking结构良好问题^structured problems程序化决策:programmed decision程序:procedure规则:rule政策」policy结构不良问题^unstructured problems非程序化决策:nonprogrammed decisions确定性^certainty风险性:risk命令型风格[directive style分析型风格^analytic style概念型风格[conceptual style行为型风格[启发法behavioral style^heuristics,计划的基础7陈述目标:stated goals真实目标:real goals战略计戈|strategic plans运营计戈1operational plans长期计划:long-term plans短期计划short-term plans具体计划乂specific plans方向性计划[directional plans一次性计划:single-used plans持续性计划[standing plans传统目标:traditional goalsetting手段-目标链:means-ends chain目标管理:management byobjectives使命Emission承诺概念commitment concept正式计戈部门U formalplanning department战略管理
8.战略管理:strategic management组织战略商业模式[战略管理过strategies businessmodel程机会:strategic management process:opportunities威胁:threats资源:resourcesI L^capabilities核心竞争力:core competencies分析法公司层战略SWOT:SWOT analysis:corporate strategy增长战略相关多元化:growth strategyrelated diversification非相关多元化稳定性战略:unrelated diversification^stability更新战略紧缩战略strategy:renewal strategies扭转战略retrenchment strategyturnaround strategyBCG矩阵:BCG matrix业务层战略:business strategy战略业务单元竞争优势乂“strategic businessunits成本领先战略competitive advantagecost leadership遵循差异化战略聚焦战略strategy^differentiation strategyfocusstrategy徘徊其间战略灵活性」stuck inthe middlestrategic flexibility市场先入者first mover.计划的工具技术9环境扫描竞争对手情报environment scanningcompetito门预测ntelligence:forecasts定量预测定性预测quantitative forecasting“qualitative标杆比较forecasting:benchmarking资源[resources预算[budget甘特图Gantt chart负荷图:load chart事件」events计戈审技术iJOF theprogram evaluationand review活动」technique activities松弛时间:slack time关键路径4critical path盈亏平衡分析^breakeven analysis线性规划:linear programming项目管理:project management脚本:scenario组织结构与设计
10.组织结构设计:organazational structuredesign工作专门化work specialization职能部门化;functional departmentalization产品部门化product departmentalization地区部门化[geographical departmentalization过程部门化:process departmentalization顾客部门化[customer departmentalization跨职能团队Xcross-functional teams指挥链chain ofcommand职权:authority职责:responsibility统——指挥unity ofcommand管理跨度Xspan ofcontrol集权化[centralization分权化员工授权:decentralization employeeempowerment正规化:formalization机械式组织有机式组织:mechanistic organization:organic单件生产organization:unit production大批量生产连续生产:mass production:process production简单结构职能型结构^simple structure:flanctional structure事业部型结构团队结构^divisional structureteam structure矩阵型结构[项目型结构[matrix structureproject structure无边界组织虚拟组织:boundaryless organization:virtual学习型组织组织结构图organization:learning organization1organizational charts沟通与信息技术
11.沟通:communication人际沟通组织沟:interpersonal communication通信息:organizational communication:message编码解码沟通过程:encoding:decoding:communication噪声process noise非语言沟通:nonverbal communication体态语言乂body language语调:verbal intonation过滤[filtering信息超载:information overload积极倾听active listening正式沟通:formal communication三£正式>勾通informal communication行沟通F upwardcommunication横向沟通:lateral communication斜向沟通diagonal communication沟通网络:communication networks小道消息「grape-vine电子邮件e-mail即时消息instant messaging音频邮件:voice-mail电子数据交换:electrinic datainterchange电话会议:teleconferencing可视会议:videoconferencing网络会议Xwebconferencing内部互联网^intranet外部互联网[Extranet实践社区:communities practive人力资源管理
12.高绩效工作实务:high-performance workpractices人力资源管理过程human resourcemanagementprocess工会labor union反优先雇佣行动计划^affirmative action人力资源规划human resourceplanning。