This document provides an overview of management and organizations. It defines management as coordinating and overseeing the work of others so that goals are accomplished efficiently and effectively. Managers perform four key functions: planning, organizing, leading, and controlling. The document also examines what managers do through different frameworks like managerial roles, skills required at different levels, and how the manager's job is changing with a focus on customers and innovation. Finally, it discusses why studying management is important due to its universality and the potential rewards and challenges of being a manager.

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1–1
Introduction toIntroduction to
ManagementManagement
andand
OrganizationsOrganizations
ChapterChapter
11
Management
Stephen P. Robbins Mary Coulter
tenth edition

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1–2
Learning OutcomesLearning Outcomes
Follow this Learning Outline as you read and studyFollow this Learning Outline as you read and study
this chapter.this chapter.
1.1 Who Are Managers?
• Explain how managers differ from non-managerialExplain how managers differ from non-managerial
employees.employees.
• Describe how to classify managers in organizations.Describe how to classify managers in organizations.
1.2 What Is Management?
• Define management.Define management.
•• Explain why efficiency and effectiveness are importantExplain why efficiency and effectiveness are important
to management.to management.

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Learning OutcomesLearning Outcomes
1.3 What Do Managers Do?
• Describe the four functions of management.Describe the four functions of management.
• Explain MintzbergExplain Mintzberg’s managerial roles.’s managerial roles.
• Describe KatzDescribe Katz’s three essential managerial skills and’s three essential managerial skills and
how the importance of these skills changeshow the importance of these skills changes
depending on managerial level.depending on managerial level.
• Discuss the changes that are impacting managerDiscuss the changes that are impacting manager’s’s
jobs.jobs.
• Explain why customer service and innovation areExplain why customer service and innovation are
important to the managerimportant to the manager’s job.’s job.

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Learning OutcomesLearning Outcomes
1.4 What Is An Organization?
• Explain the characteristics of an organization.Explain the characteristics of an organization.
• Describe how todayDescribe how today’s organizations are structured.’s organizations are structured.
1.5 Why Study Management?
• Discuss why itDiscuss why it’s important to understand’s important to understand
management.management.
• Explain the universality of management concept.Explain the universality of management concept.
• Describe the rewards and challenges of being aDescribe the rewards and challenges of being a
manager.manager.

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1–5
Who Are Managers?Who Are Managers?
• ManagerManager
 Someone who coordinates and oversees (manage)Someone who coordinates and oversees (manage)
the work of other people so that organizational goalsthe work of other people so that organizational goals
can be accomplished.can be accomplished.

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Classifying ManagersClassifying Managers
• First-line ManagersFirst-line Managers
 Individuals who manage the work of non-managerialIndividuals who manage the work of non-managerial
employees.employees.
• Middle ManagersMiddle Managers
 Individuals who manage the work of first-lineIndividuals who manage the work of first-line
managers.managers.
• Top ManagersTop Managers
 Individuals who are responsible for makingIndividuals who are responsible for making
organization-wide decisions and establishing plansorganization-wide decisions and establishing plans
and goals that affect the entire organization.and goals that affect the entire organization.

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Exhibit 1–2Exhibit 1–2 Managerial LevelsManagerial Levels

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What Is Management?What Is Management?
• Management involves coordinating and
overseeing the work activities of others so that
their activities are completed efficiently and
effectively.

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1–9
What Is Management?What Is Management?
• Managerial ConcernsManagerial Concerns
 EfficiencyEfficiency
 ““Doing things right”Doing things right”
– Getting the most outputGetting the most output
for the least inputsfor the least inputs
 EffectivenessEffectiveness
 ““Doing the right things”Doing the right things”
– Attaining organizationalAttaining organizational
goalsgoals

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Exhibit 1–3Exhibit 1–3 Effectiveness and Efficiency inEffectiveness and Efficiency in
ManagementManagement

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What Managers Do?What Managers Do?
• Three Approaches to Defining What ManagersThree Approaches to Defining What Managers
Do.Do.
 Functions they perform.Functions they perform.
 Roles they play.Roles they play.
 Skills they need.Skills they need.

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What Managers Do?What Managers Do?
• Functions ManagerFunctions Manager’s Perform’s Perform
 PlanningPlanning
 Defining goals, establishing strategies to achieve goals,Defining goals, establishing strategies to achieve goals,
developing plans to integrate and coordinate activities.developing plans to integrate and coordinate activities.
 OrganizingOrganizing
 Arranging and structuring work to accomplish organizationalArranging and structuring work to accomplish organizational
goals.goals.
 LeadingLeading
 Working with and through people to accomplish goals.Working with and through people to accomplish goals.
 ControllingControlling
 Monitoring, comparing, and correcting work.Monitoring, comparing, and correcting work.

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What Managers Do?What Managers Do?
• Roles ManagerRoles Manager’s Play’s Play
Roles are specific actions or behaviors expected of a
manager.
Mintzberg identified 10 roles grouped around
interpersonal relationships, the transfer of information,
and decision making.

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What Managers Do?What Managers Do?
• Management RolesManagement Roles
(Mintzberg)(Mintzberg)
 Interpersonal rolesInterpersonal roles
 Figurehead, leader, liaisonFigurehead, leader, liaison
 Informational rolesInformational roles
 Monitor, disseminator,Monitor, disseminator,
spokespersonspokesperson
 Decisional rolesDecisional roles
 Entrepreneur, disturbanceEntrepreneur, disturbance
handler, resource allocator,handler, resource allocator,
negotiatornegotiator

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What Managers Do (Mintzberg)What Managers Do (Mintzberg)
• ActionsActions
 thoughtful thinkingthoughtful thinking
 practical doingpractical doing

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• Interpersonal Roles
• Figurehead
• Leader
• Liaison (cooperation)
• Informational Roles
• Monitor
• Disseminator
• Spokesperson
• Decisional Roles
• Entrepreneur
• Disturbance handler
• Resource allocator
• Negotiator
Exhibit 1.5 Mintzberg’s Managerial Roles
Adapted from Mintzberg, Henry,
The Nature of Managerial Work,
1st Edition, © 1980, pp. 93–94..

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What Managers Do?What Managers Do?
• Skills Managers NeedSkills Managers Need
 Technical skillsTechnical skills
 Knowledge and proficiency in a specific fieldKnowledge and proficiency in a specific field
 Human skillsHuman skills
 The ability to work well with other peopleThe ability to work well with other people
 Conceptual skillsConceptual skills
 The ability to think and conceptualize about abstract andThe ability to think and conceptualize about abstract and
complex situations concerning the organizationcomplex situations concerning the organization

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Exhibit 1–6 Skills Needed at DifferentExhibit 1–6 Skills Needed at Different
Management LevelsManagement Levels

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How The ManagerHow The Manager’s Job Is’s Job Is
ChangingChanging
• The Increasing Importance of CustomersThe Increasing Importance of Customers
 Customers: the reason that organizations existCustomers: the reason that organizations exist
 Managing customer relationships is the responsibility of allManaging customer relationships is the responsibility of all
managers and employees.managers and employees.
 Consistent high quality customer service is essential forConsistent high quality customer service is essential for
survival.survival.
• InnovationInnovation
 Doing things differently, exploring new territory, andDoing things differently, exploring new territory, and
taking riskstaking risks
 Managers should encourage employees to be aware of andManagers should encourage employees to be aware of and
act on opportunities for innovation.act on opportunities for innovation.

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What Is An Organization?What Is An Organization?
• An Organization DefinedAn Organization Defined
 A deliberate arrangement of people to accomplishA deliberate arrangement of people to accomplish
some specific purpose (that individuals independentlysome specific purpose (that individuals independently
could not accomplish alone).could not accomplish alone).
• Common Characteristics of OrganizationsCommon Characteristics of Organizations
 Have a distinct purpose (goal)Have a distinct purpose (goal)
 Composed of peopleComposed of people
 Have a deliberate (planned) structureHave a deliberate (planned) structure

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Exhibit 1–9 Characteristics of OrganizationsExhibit 1–9 Characteristics of Organizations

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Why Study Management?Why Study Management?
• The Value of Studying ManagementThe Value of Studying Management
 The universality of managementThe universality of management
 Good management is needed in all organizations.Good management is needed in all organizations.
 The reality of workThe reality of work
 Employees either manage or are managed.Employees either manage or are managed.
 Rewards and challenges of being a managerRewards and challenges of being a manager
 Management offers challenging, exciting and creativeManagement offers challenging, exciting and creative
opportunities for meaningful and fulfilling work.opportunities for meaningful and fulfilling work.
 Successful managers receive significant monetary rewardsSuccessful managers receive significant monetary rewards
for their efforts.for their efforts.

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Exhibit 1–10 Universal Need for ManagementExhibit 1–10 Universal Need for Management

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Exhibit 1–11 Rewards and Challenges ofExhibit 1–11 Rewards and Challenges of
Being A ManagerBeing A Manager