| A | B |
|---|
| system | a set of interrelated parts that operate together to achieve a common purpose |
| systems viewpoint | theory that regards the organization as a system of interrelated parts |
| subsystems | parts making up the whole system |
| inputs | the people, money, information, equipment, and materials required to produce an organization's goods or services |
| transformation processes | the organization's capabilities in management, internal processe, and technology that are applied to converting inputs into outputs |
| outputs | the products, services, profits, losses, employee satisfaction or discontent, and the like tat are produced by the organization |
| feedback | information about the reaction of the environment to the outputs that affects the inputs |
| open system | a system that continually interacts with its environment |
| closed system | a system that has little interaction with its environment |
| complexity theory | study of how order andpattern arise from very complicated, apparently chaotic systems |
| Gary Hamel | "most influentil business thinker" saholds that every great invention, management included, travels a road that leads from birth to maturity and occasionally to senescence |
| contingency viewpoint | theory that emphasizes that a manager's approach should vary according to the individual and eth environmental situation |
| quality-management viewpoint | theory that includes quality control, quality assurance, and total quality management |
| quality | refers to the total ability of a product or service to meet customer needs |
| quality control | the strategy for minimizing errors by managing each stage of production |
| quality assurance | focuses on the performance of workers, urging employees to strive for "zero defects" |
| total quality management | a complrehensive approach dedicated to continuous quality improvement, training, and customer satisfaction |
| W. Edward Deming | proposed the 85-15 rule. Believed managers erroneously blamed individuals rather than the system. |
| Jospeh M. Juran | "fitness for use Believed a product or service should stisfy a customer's real needs. |
| Peter Senge | coined the term "learning organization"" |
| learning orgnazation | creates, acquires, and transfers knowledge within itself and is able to modify its behavior to reflect new knowledg |
