Chapter 1 Achieving results

1. ( a) Plan; ( b) Organize; ( c) Command; ( d) Control; ( e) Co-ordinate.

2. Information; People; Activities; Resources.

3. The individual involved, their levels and scope of authority and the nature of the decision.

Chapter 2 Using resources

1. Adding value.

2. Inputs.

3. Consumable; Renewable.

4. Customer choice; Political decisions; Weather; Social change; Competition; Technology.

5. Managers do not work in isolation; Management is an ever-changing dynamic process.

Chapter 3 Customer focus

1. Knowing and understanding customer needs enables us to satisfy them.

2. Internal and external.

3. Fitness for purpose or use.

4. Political; Economics; Social; Technological; Legal; Environmental.

Chapter 4 Understanding the culture

1. The way we do things round here.

2. History; Size; Ownership; Purpose.

3. Power culture spider's web. Depends on a strong leader; the culture is responsive and opportunistic.

Role culture Greek temple. Work is controlled by formal rules and procedures, typical of large organizations e.g., banks, public sector.

Task culture a net. Organizations that value innovation and creative thinking; hierarchy and status are not important; people are respected for their knowledge and expertise.

Person culture a cluster. It is the individual rather than the organization that matters. Typically found in professional groups e.g. doctors, lawyers.

Chapter 5 Understanding the environment

1. Political; Economics; Social; Technological; Legal; Environmental.

2. Economies of other countries; Levels of demand from other countries; Levels of competition; Social change; Overall rate of technological development; Customer preferences; Customer confidence.

3. Production and distribution methods; Customer demand...