TY  - BOOK
AU  - Armstrong,Michael,d1928-
AU  - Stephens,Tina
TI  - A handbook of management and leadership: a guide to managing for results 
SN  - 0749443448
U1  - 658.4 
PY  - 2005///
CY  - London and Sterling, VA
PB  - Kogan Page
KW  - Management
KW  - Handbooks, manuals, etc
KW  - Leadership
KW  - GENERAL MANAGEMENT
N1  - Includes bibliographical references and index; The nature of management -- Leadership -- The role of the manager -- Managerial activities -- Approaches to management -- Making things happen -- Strategic management -- Systems and process management -- Self-development -- The process of change -- The context of change -- Change management -- Basis of customer service -- Approaches to customer service -- Achieving high levels of customer service -- Continuous improvement -- Quality management
ER  -