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Organizing: Organizing refers to assembling raw materials. ii. what are the five key functions of management? A. v. employees need to be coordinated and thus. Coordinating: For smooth running of the organization. According to Fayol. staff and capital for the smooth running of the organization and implement a good working structure. Planning: Planning is the first function of management.CASE STUDY (SOLVED) 1. This refers to ensuring that the organization is going on the right track. This is done by measuring the output and comparing it with the set out targets. It refers to developing strategic objectives and planning ahead. iii. Give some specific examples of tasks carried out by managers at British Gas? . Commanding: This function involves giving out clear instructions and orders to subordinates for effectively carrying out tasks. motivation and discipline needs to be stimulated amongst all the organization members. 2. devising goals and evaluating the plan of action to reach those goals. According to Fayol. the five functions of management are : i. iv. Controlling: The last management function is controlling.

v. Monitoring performance of team members: The performance of the team members needs to be measured to ensure that the organization is meeting its targets. Communicating effectively and building strong customer relations vii. Setting targets for employees: Targets need to be set out for employees for encouraging and motivating customers. iv.A. A number of tasks are carried out by managers at British Gas . Positively promoting British Gas and its products: Another important task of these managers is positively promoting the products of British Gas. iii. vi. Maintaining good relations with other team members  Tasks performed by Operational Managers: . ii. for example :  Tasks performed by service managers: i. Dealing with customer complaints: These managers need to effectively deal with customer complaints in order to have happy and satisfied customers. Meeting needs of customers: It is important for every organization to meet the needs of their customers and keep them satisfied in order to generate repetitive sales.

explain the skills required by managers at British Gas? A. Increasing profitability of the organization 3. The skills required by managers at British Gas are: i. Knowledge regarding customer service: Managers must have the expertise and knowledge regarding customer service to know their growing needs and demands and fulfill them accordingly. Using the case study for guidance. Effective communication skills: Managers at British Gas need strong communication skills in order to effectively communicate within and outside the organization. Identifying areas where efficiency can be improved: Improving the efficiency of the organization is also an important part of an operational manager. ii. ii.i. iii. Managing budgets: Another important task of operational manager is managing the budgets of the organization to even out its expenses and revenues. iv. Monitor standards and set targets for improvement: British Gas measures the output it is generating and compares it to the set targets to measure the performance and pace of the organization and set out targets for improvement accordingly. .

iii. communication. iv. According to the text. IT and finance.): The major skill required by a manager is conceptual skill for strategic decision making. the manager may also require a range of specific skills in the new organization which may require the manager to up-skill as s/he previously did at British Gas. v. Thus. Technical Skills (IT etc. A. . Human (Interpersonal) skills: In order to effectively work with and within teams (teamwork). Analyze whether an operational manager at British Gas would make a successful manager at another organization. teamwork. Conceptual Skills (Financing etc. These skills are skills that managers at every organization requires in order to manage their organization effectively.): Lastly. However. a manager must have technical skills in order to deal with the growing use of information technology. an operational manager at British Gas would most likely be successful in other organizations as well since their skills are transferable (applicable in other fields). financing etc. 4. and other tasks like budgeting. a manager must also possess human skills. the skills required by an operational manager at British Gas are customer service.