A W Category University

Assignment of Management

Analysis of Management
Group : Section : Submitted to:
Prof.Haseeb Sarwar

5 H

Submitted By:
Arslan Mahmood butt l1s10mbam2157 FARAH WASEEM LIS10MBAM2136 NAYYAB GAUHAR L1S10MBAM2131 MUHAMMED FARHAN NaEEM L1S10MBAM0149

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Assignment of Management

Visited Personality:

Ahmed Junaid
Training Executive-CC, ITS Abacus Consulting Site # 601, 82 D-1, Main Boulevard, Gulberg, Lahore.

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Assignment of Management

ABACUS CONSULTING{1}

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Mission Statement Pepsi Mission

To be the transformation partner of choice globally for clients determined to succeed in a rapidly changing world, so that together we create the future of business. Transformation embraces both speed and scope. Partner involves being there for our clients in the long term. Succeed means having significant impact on enterprise value (abacus2009 ).
Statemen

Vision Statement
Our Vision is to become a world class organization. The hallmark of this vision has to be total customer satisfaction. This can be achieved only by offering products of consistent quality at a competitive price, meeting delivery schedules and commitments(abacus 2009).

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Company Profile
Abacus history has been as evolutionary as the global business environment that surrounds us. The company first emerged in 1987 when our chairman and CEO Assad Ali Khan pioneered his consulting practice and founded Abacus Consulting. Two years later, Coopers & Lybrand International, impressed with our success story joined hands with us to service their clients in Pakistan. In 1992 we became a member firm of Coopers & Lybrand International and thus changed our name to Abacus Coopers & Lybrand Consulting. In 1997, Price Waterhouse and Coopers & Lybrand globally merged their businesses. As a result, we transformed our business to align with the new combined strategy of the two firms. We thus became PricewaterhouseCoopers and later on, following the sale of PwC Consulting business to IBM, to reflect our focus on management consulting services, we became independent and restored our name to Abacus Consulting. For over 22 years Abacus Consulting has been offering cutting-edge business solutions helping organizations to transform their visions into realities through a combination of latest business methodologies and technological tools. The business value offered by Abacus Consulting has a deep scale, is industry focused and technology driven with a world class delivery capability. We help to transform the businesses of clients who want to be leaders in their industry. We offer a wide range of products & services, including SAP (Software Application Provider)implementation and education, business process outsourcing, IT consulting, commerce, embanking, call centers, enterprise performance management, supply chain & operations management, strategy consulting, financial advisory services, organization design and development, change management and HR functional solutions(abacus 2009).

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INTRODUCTION
Abacus is considered the first consulting company in Pakistan & U.A.E. Abacus Consulting is the second largest network in the field of call centers. It has three branches in Pakistan and one in U.A.E. It consists of almost 2000 employees who are working under the premises of Abacus. Abacus consulting handles three projects:
345 (the mega project and it covers a wide area)

Dealer support
789

(abacus consulting2009)

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Assignment of Management

Management
A process of creating a methodology of managing peoples and whole organization in a positive way to get maximum output by minimum input.
OR

A process of managing people and resources to achieve organizational goals, This process is named as Management

Manager
Manager is a person who manages all the work activities of its concern domain. He is the key person in the organization. We have visited Abacus Consulting and learnt many things from Abacus. That was the greatest experience until now and we wish to visit that consulting agency again in future in order to gain knowledge of current strategies about the ever changing business. We met the manager of Abacus Consulting and found that he was very elegant and confident person. He cooperates with the employees and shows positive attitude towards them. Organization needs a number of competent people who can set goals and plan what needs to be done to achieve these goals. Organization needs people who can organize and arrange things so these goals can be met and these PEOPLE are called managers. Management skills are very important to a manager. A manager should have the ability to use these skills to manage his employees, time and task, interpersonal & communication skills and also have the ability to withstand stress and forecast planned accordingly. Managers must create a customer responsive organization where employees are friendly, courteous, accessible, knowledgeable, and prompt in responding to customers needs and willing to do what is necessary to please them.

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Assignment of Management
Managers at all levels and in all areas of organization make decisions. If there is any problem, they solve those problems according to the criteria of decision making process. Managers need to be well informed to the strategies of the organization as markets are ever changing. Strategies are built on assumptions which in the absence of perfect knowledge will never be perfectly correct. demands from the manager to achieve its desired goals. Managers establish standards that are used to evaluate employees performance. By using K.P.I (key performance indicator) an employee is checked, and Abacus is using team based structure rather than individual working.() Change is constant for managers and organization. Managers must learn how to manage it successfully. Because innovation (which has always been a part of the managers job) is often closely tied to an organizations change efforts, manager must know how to manage it well. In Abacus, he is facing day to day challenges because of changing customers need. Motivation and rewarding the employees is one of the most important and challenging activities that managers do. Motivated employees demonstrate independent and innovative thinking when faced with challenging work situation. Successful manager needs to possess leadership skills, the ability to build and manage team, to motivate and keep employees engaged, and to manage the interface with a customer. The main purpose of the Abacus is to fulfill the needs of the customers. Because in this field, changes occur very quickly, thats why the manager should have the ability to change himself accordingly to the demands of the customers. The manager of the Abacus has strict policies which help the employees to do their work in time. They use different approaches (techniques) to watch out the work assigned to the employees. In this way every group have to complete their work and are bound to submit a report to the managers which helps the manager to University Of Central Punjab Page 9 Organization

Assignment of Management
evaluate the performance of every employee. If the employees are working against the rules and regulation of the Abacus, the manager has a right to charge the penalties as well as punishment against that specific person. The major achievement of Abacus is the customer satisfaction; due to this reason everyone is willing to be a part of Abacus consulting.

The manager told us about the companys background and the past experience he faced. He shared much important and useful information with us regarding the company (abacus) he defined the rules and regulation of the abacus consultant which is followed by everyone from top level to top management. He told us that from many years, abacus consulting had been practicing to trained fresh employees. He further said that we trained fresh employees at our level best. Manager and the highest authority use an order (criteria) to select the trainees. In the training period we arrange some quizzes or class based performance and live calling session. These things are very helpful for the trainees and if the trainees concentrate on these things they are surely selected. Manager should think outside the box, he said.() Manager is answerable to every single person. If the manager makes a mistake and he does not know about that mistake, the higher management surely knows about it. The manager is responsible for that mistake. Manager is responsible for every single bit that person or employee is doing of the manager. This mistake will change the status of the manager. If the manager is not performing his duties, the grass roots level management will not perform. We dont follow any author. Most of the managers dont learn the bookish knowledge. We learn the higher level management and explore and experience. Just we read the author in daily life. If you are good manager, you set your future goals. Good managers see all the aspect and make the decisions. Some organizations have good managers but they are not good decision makers.

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Assignment of Management
Managers should be risk taker. They should take risks for the right things. (For example you say that we can change the environment than what result show out the company or firm). We face the daily life challenges; sometimes we meet the sale target, sometimes the number of volume of call increases, the good manager knows how to manage that situation through managerial skills. I groom my team for adopting any kind of change. But if my team is failed to face any challenge than I shall never be called a good manager. I think in our society, the managers have bookish knowledge. They never learn their past experience and upper level management. Best time to train a person is when you yourself as manager taught you. You start sharing information when your knowledge is overflow. If any two persons fight in a firm and the manager is unable to resolve the matter, the employees say that manager is not playing his role effectively. Every one blames the manager. If the managers have no insight they are not good planners. Business does not stand at one place. Manager should have ability to take the business to the highest peak.

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Assignment of Management

Organizational Structure

Chief Executive

General Manager

Administrative Manager

Finance Manager

Marketing Manager

HR Manager

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Assignment of Management

Management Functions

Planning ,
define goal, strategies, action plan, collecting information,

Organizing,
selecting members, communicating with sub ordinates, who reports to whom

Controlling,
observing for internal disturbance and external threats,

Leading,
motivating the sub ordinates after observing their incentives, working as team

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Assignment of Management

Planning:
Top Manager sets the goals for the organization.They are ready to take any kind of risk for the improvment of their products and services.They provide the servises to their customer in an efficient manners. Thats why the customers of the Abacus has been attracted from the flexible policies of Abacus.

Organizing:
Top Manager is the person who organize the whole goal into sub departments. They are responsible for the given tasks are to be assigned. All the decisions are made by the Chief Executive of the organization. All managers of concerned departments reports to the General Manager and than he finally reports to Chief Executive.

Leading:
Top management guide their subordinates to motivate the employees of their concerned domain by listening to their conflicts, any problem faced by them within the organization. They also provide commission on sales percentage to their employees .

Controlling:
Chief Executive of Abacus controls the whole scheme by giving proper guidance to the General Manager. He monitors the work by comparing the past years experiences and sales figure as well as profits with the current years. He also rectifies the errors and hurdles placed in their work performances.Basically they control the whole organizations performance by the internal control system.

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Managerial Roles

Interpersonal:
A role to be ceremonial and symbolic in nature. It is further classified into three categories. 1) Figurehead 2) Leader 3) Liaisson. Abacus consulting uses differnet figurehead roles (for example) Taking visitors to dinner,attending ribbon-cutting ceromonies,and the like.These activities are typically more ceremonial and symbolic than substantive. The manager of Abacus performs leading role through which the manager has authority to hiring,training and motivating employees. Manager who formally or informally shows subordinate how to do things and how to perform under pressure is leading. Abacus focuces on liaisson maintaining a network of relationships outside a manager,s own work

MANAGMENT ( KAPHRYN M. BARTOL AND DAVID C.MARTIN) Page # 11 & 13.

until,including outside the organization.

Informational:
Manager in this role act as observer and communicator in and outside organization.

Decisional:
A role of making choices for the welfare of organization and their employees is termed as A) Entrepreneur B) Disturbance handler C) Resource allocator D) Negotiator

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Skills

Conceptual skills Human skills Technical skills

100 90 80 70 60 50 40 30 20 10 0 F line irst Middle Top L evel Technical H an um Conceptual

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Historical background Of Management

The verb ma nage comes fro m the Italian maneggiare (to handle especiall y a horse),which in turn derives from the Latin m anus (hand). The french word m esnagem ent (later me nagement) influenced the develop ment in meaning of the English word ma nagement in the 17 t h and 18 t h centuries. Management in all business and human organization activit y is the act of getting people together to accomplish desired goals and objectives. Ada m Smith in 1776 published THE WEALTH OF NATIONS, in which he argued the economic advantages that an organization gain fro m the division of labor(job specialization) The Egyptian pyr a mi ds, the Great Wall of China, the Qutub Minar and Taj Mahal are tangible evidence that ma nagement allied in the ancient ti mes. {2}

Management history of organization

Management Process
The ma nagement identif y the current goal achieve ment of the depart ment. The company conduct SWOT Anal ys is to secure the mselves. After that the y for mulate strategies to achieve the remaining goal and than imple me nt to depart ment. The y evaluate the result after the whole process performed.

www. mgmtguru.com/ mgt301/301_lecture1page#5.ht ml

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