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1.1 管理：意义与效益
Management: What It Is, What 事有效果是指获得成果、做正确的决 策及成功地实现决策，以达成组织的目 标。
To be effective means to achieve results, to make the right decisions and to successfully carry them out so that they achieve organizational goals
• This is efficient for the companies, but not effective
• Most consumers prefer a live agent
© The McGraw-Hill Companies, Inc.,120-190
Case Study II
• 汉堡王想要延长工作时间以提升顾客数， 这是企图改善组织的：
管理的定义 Management is defined as： 1. 对组织资源进行计划、组织、领导及控制
Planning, organizing, leading, and controlling the organization’s resources
2. 整合人们的工作
Integrating the work of people through
• 组织
共同合作以达成特定目标的一群人。
A group of people who work together to achieve some specific purpose。
© The McGraw-Hill Companies, Inc.,120-150
1.1 管理：意义与效益
Management: What It Is, What Its Benefits Are
© The McGraw-Hill Companies, Inc.,120-120
开场白：典型的管理风格
Find the right management style
1. 苹果创始人 Steve Jobs
管理理念： “非黑即白，绝无过渡”
© The McGraw-Hill Companies, Inc.,120-130
3. 有效率、有效果地达成组织目标
The pursuit of organizational goals efficiently and effectively by
© The McGraw-Hill Companies, Inc.,120-160
1.1 管理：意义与效益
Management: What It Is, What Its Benefits Are
© The McGraw-Hill Companies, Inc.,120-140
1.1 管理：意义与效益
Management: What It Is, What Its Benefits Are
• 管理者是任务导向、成果导向及人员导 向的，而且是在组织内运作。
Managers are target-oriented, result-oriented and people-oriented, and operate within an organization.
• 做事有效率是指有智慧地、以合乎成本 效用的方式利用资源（包括人力资源、 金钱、原材料等），是实现目标的手段 。
To be efficient means to use resources -people, money, raw materials, and the like -wisely and costeffectively
© The McGraw-Hill Companies, Inc1., 2- 01100
1.1 管理：意义与效益
Management: What It Is, What Its Benefits Are
Burger King decided to add breakfast to its hours of operation in order to increase its customers. This was an attempt to improve the organization's:
A. 效果 Effectiveness B. 计划 Planning C. 策略 Leading Strategy D. 效率 Efficiency
典型的管理风格
Find the right management style
2. MTV总裁Judy McGrath
“She has traits such as picking good people, perseverance, encouraging an anything-is-possible spirit in which people feel safe and are not afraid to fail, and critical ability to deal with surprises and change.”
第一章 Chapter 1 卓越管理者：做什么以及怎么做
The Exceptional Manager What You Do, How You Do It
© The McGraw-Hill Companies, Inc., 2010
目录 Table of Contents
1.1管理：意义与效益 1.2管理者的六大挑战 1.3管理者做什么：四个主要职能 1.4权力金字塔：管理层级和领域 1.5管理者扮演的角色 1.6 管理者技能
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Case Study I（Page 6）
• Many companies now use a recorded “telephone menu” of options to answer customer calls
