Like this study set? Create a free account to save it.

Sign up for an account

Already have a Quizlet account? .

Create an account

Business Management: Empowering Employees to Satisfy Customers


the process used to accomplish organizational goals through planning, organizing, leading, and controlling people and other organizational resources


a management function that includes anticipating trends and determining the best strategies and tactics to achieve organizational goals and objectives


a management function that includes designing the structure of the organization and creating conditions and systems in which everyone and everything work together to achieve the organizations goals and objectives


creating a vision for the organization and guiding, training, coaching, and motivating others to work effectively to achieve the organizations goals and objectives


a management function that involves establishing clear standards to determine whether or not an organization is progressing toward its goals and objectives, rewarding people for doing a good job, and taking corrective action if they are not


an encompassing explanation of why the organization exists and where it's trying to head

mission statement

an outline of the fundamental purpose of an organization


the broad, long term accomplishments an organization wishes to attain


specific, short term statements detailing how to achieve the organizations goals

SWOT analysis

SWOT = Strengths, Weaknesses, Opportunities and Threats; a planning tool used to analyze an organizations strengths, weakness, opportunities and threats

strategic planning

the process of determining the major goals of the organization and the policies and strategies for obtaining and using resources to achieve those goals

tactical planning

the process of developing detailed, short term statements about what is to be done, who is to do it, and how it is to be done

operational planning

the process of setting work standards and schedules necessary to implement the company's tactical objectives

contingency planning

the process of preparing alternative courses of action that may be used if the primary plans don't achieve the organizations objectives

decision making

choosing among two or more alternatives

problem solving

the process of solving the everyday problems that occur. problem solving is less formal than decision making and usually calls for quicker action


coming up with as many solutions to a problem as possible in a short period of time with no censoring of ideas


PMI = Pluses, Minuses, Implications; listing all the pluses for a solution in one column, all the minuses in another, and the implications in a third column

organization chart

a visual device that shows relationships among people and divides the organizatins work; it shows who is accountable for the completion of specific work and who reports to whom

top management

highest level of management, consisting of the president and other key company executives who develop strategic plans

middle management

the level of management that includes general managers, dividsion managers, and branch and plant managers who are responsible for tactical planning and controlling

supervisory management

managers who are directly responsible for supervising workers and evaluating their daily performance

technical skills

skills that involve the ability to perform tasks in a specific discipline or department

human relations skills

skills that involve communication and motivation; they enable managers to work through and with people

conceptual skills

skills that involve the ability to picture the organization as a whole and the relationship among its various parts


a management function that includes hiring, motivating, and retaining the best people available to accomplish the company's objectives

autocratic leadership

leadership style that involves making managerial decisions without consulting others

participative (democratic) leadership

leadership style that consists of managers and employees working together to make decisions

free-rein leadership

leadership style that invovles managers setting objectives and employees being relatively free to do whatever it takes to accomplish those objectives

knowledge management

finding the right information, keeping the information in a readily accessible place, and making the information known to everyone in the firm

external customers

dealers, who buy products to sell to others, and ultimate customers (or end users), who buy products for their own personal use

internal customers

individuals and units within the firm that receive services from other individuals or units

Please allow access to your computer’s microphone to use Voice Recording.

Having trouble? Click here for help.

We can’t access your microphone!

Click the icon above to update your browser permissions and try again


Reload the page to try again!


Press Cmd-0 to reset your zoom

Press Ctrl-0 to reset your zoom

It looks like your browser might be zoomed in or out. Your browser needs to be zoomed to a normal size to record audio.

Please upgrade Flash or install Chrome
to use Voice Recording.

For more help, see our troubleshooting page.

Your microphone is muted

For help fixing this issue, see this FAQ.

Star this term

You can study starred terms together

Voice Recording