Financial Budgets and Statements 428 Oral Communication 420 Personal Finance 431 Nonverbal Communication 421 Managing People 431 Written Communication 422 Coaching 431 Combining Channels 422 Management by Walking Around 434 Selecting the Message Counseling 434 Transmission Channel 423 Disciplining 435 Sending Messages 423 Planning the Message 423 Chapter 15. Operations, Quality, and The Message-Sending Process 424 Productivity 446 Checking Understanding: Time-Based Competition and Operations 447 Feedback 424 Classifying Operations Systems 448 Receiving Messages 426 Tangibility of Products 448 The Message-Receiving Process 426 Level of Customer Involvement 449 Active Listening 428 Operations Flexibility 449 Responding to Messages 428 Resources and Technology Response Styles 428 Management 451 Dealing With Emotions and Multiple Classifications 451 Emotional Intelligence 430 Designing Operations Systems 451 Criticism 432 Product Mix and Design 452 Trends and Issues in Management 433 Facility Layout 453 Chapter Summary 435 Facility Location and Capacity Planning 454 Managing Operations Systems and the Part V: Controlling Supply Chain 455 Chapter 14. Managing Control Systems, Planning Schedules and Project Finances, and People 446 Management 455 Organizational and Functional Area Inventory Control 459 Control Systems 447 Materials Requirement Planning (MRP) 460 Organizational Systems Control 448 Supply Chain Management 461 Functional Area/Department Quality Control 462 Control Systems 449 Productivity and the Balanced Scorecard 466 Establishing Control Systems 450 Measuring and Increasing Productivity 466 The Control Systems Process 450 The Balanced Scorecard 468 Control Frequency and Methods 453 Glossary 477 Financial Controls: The Master Endnotes 483 Budgeting Process 456 Author Index 504 Operating Budgets 457 Subject Index 505 Capital Expenditures Budget 458 Company Index 515 Financial Budgets and Statements 459 Personal Finance 461 Managing People 461 Coaching 461 Management by Walking Around 464 Counseling 465 Disciplining 466 Handling Complaints 468 Trends and Issues in Management 469 Chapter Summary 471 Chapter 15. Operations, Quality, and Productivity 480 Operations 481 Operations and Products 482 Manufacturing and Service Operations 483 Classifying Operations Systems 484 Tangibility of Products 484 Level of Customer Involvement 484 Operations Flexibility 485 Resources and Technology Management 486 Multiple Classifications 487 Designing Operations Systems 488 Product Mix and Design 488
Financial Budgets and Statements 428 Personal Finance 431 Managing People 431 Coaching 431 Management by Walking Around 434 Counseling 434 Disciplining 435 Chapter 15. Operations, Quality, and Productivity 446 Time-Based Competition and Operations 447 Classifying Operations Systems 448 Tangibility of Products 448 Level of Customer Involvement 449 Operations Flexibility 449 Resources and Technology Management 451 Multiple Classifications 451 Designing Operations Systems 451 Product Mix and Design 452 Facility Layout 453 Facility Location and Capacity Planning 454 Managing Operations Systems and the Supply Chain 455 Planning Schedules and Project Management 455 Inventory Control 459 Materials Requirement Planning (MRP) 460 Supply Chain Management 461 Quality Control 462 Productivity and the Balanced Scorecard 466 Measuring and Increasing Productivity 466 The Balanced Scorecard 468 Glossary 477 Endnotes 483 Author Index 504 Subject Index 505 Company Index 515 Oral Communication 420 Nonverbal Communication 421 Written Communication 422 Combining Channels 422 Selecting the Message Transmission Channel 423 Sending Messages 423 Planning the Message 423 The Message-Sending Process 424 Checking Understanding: Feedback 424 Receiving Messages 426 The Message-Receiving Process 426 Active Listening 428 Responding to Messages 428 Response Styles 428 Dealing With Emotions and Emotional Intelligence 430 Criticism 432 Trends and Issues in Management 433 Chapter Summary 435 Part V: Controlling Chapter 14. Managing Control Systems, Finances, and People 446 Organizational and Functional Area Control Systems 447 Organizational Systems Control 448 Functional Area/Department Control Systems 449 Establishing Control Systems 450 The Control Systems Process 450 Control Frequency and Methods 453 Financial Controls: The Master Budgeting Process 456 Operating Budgets 457 Capital Expenditures Budget 458 Financial Budgets and Statements 459 Personal Finance 461 Managing People 461 Coaching 461 Management by Walking Around 464 Counseling 465 Disciplining 466 Handling Complaints 468 Trends and Issues in Management 469 Chapter Summary 471 Chapter 15. Operations, Quality, and Productivity 480 Operations 481 Operations and Products 482 Manufacturing and Service Operations 483 Classifying Operations Systems 484 Tangibility of Products 484 Level of Customer Involvement 484 Operations Flexibility 485 Resources and Technology Management 486 Multiple Classifications 487 Designing Operations Systems 488 Product Mix and Design 488