Management styles 1 :

MANAGEMENT : The activities associated with SATISFACTION : pleasure after achieving sth.
running a company, such as controlling, leading,
monitoring, organizing, planning, putting in order
human, natural, financial resources.
RESPONSABILITY: duty Initiative: first step
VALUED : to feel important MOTIVATION : enthusiasm
MORALE : mood WELL-BEING
SUBORDINATES : people working under sb. SUPERVISION : the way you are managed.
AUTHORITARIAN IMPOSED
CONSOLIDATION : the combination of THEORY X : the idea that people dislike work and
assets, liabilities and other financial items of two or will do everything they can to avoid it.
more entities into one.
THEORY Y : Everyone has the potential to find
satisfaction in work.

MANAGEMENT STYLES 2 :
-HYGIENE FACTORS : that lead to disatisfaction such as supervision, irresponsability,
policy, working conditions, salary, peer relationships, security.

-MOTIVATOR FACTORS : like recognition by positive feedback, the work itself,

responsability, advancement, personal growth/ evolution , advancement. ​ ​
POLICY : the overall purpose and goals of the WORKING CONDITIONS : the place where
organization. you work, hours worked.
PEER RELATIONSHIPS : how you work with SECURITY : level of confidence about the future of
others at the same level in t he organization. your job.
ADVANCEMENT : how far you will be promoted PERSONAL GROWTH : how you develop
in the organization. yourself at work.

-EMPOWEREMENT :

WORK LIFE BALANCE :

-STRESS FACTORS /CAUSES : heavy workloads, office politics , role
ambiguity, lack of management support, effort reward imbalance, home work imbalance.
-STRESS SYMPOTMS/SIGNS : physical (weight loss or gain, trembling, dark
shadows, dizziness…), emotional, behavioural.

-STRESS TOLL: the total amount of damage caused by stress.

-STRESS MANAGEMENT: ways of dealing with stress.
-STRESS INDUSTRY: counselling and researches done in relation with stress.
HEAVY WORKLOADS: too much to do in the OFFICE POLITICS : problems with colleagues
limited time available. who want above all, to advance their own position, they

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 like playing politics.

ROLE AMBIGUITY : responsibilities are LACK OF MANAGEMENT SUPPORT :

unclear. managers don’t provide the necessary help.

EFFORT REWARD IMBALANCE : not WORK HOME IMBALANCE : not enough

getting enough recognition or pay. time for family, personal interest.

WORKAHOLIC : who think a little except work. QUALITY OF LIFE : less commuting, more time
with families.

DOWNSHIFFTING : the process of slowing HOMEWORKERS

down or becoming less active

WORK LIFE BALANCE/HOME WORK AUTONOMY/ INDEPENDANCE/SELF

BALANCE DETERMINATION

TO ROAT OUT : to remove TO OVERLAP : when a part of the first thing

occupies the same area as a part of the other thing. You
can say that two things overlap.
STRESSED OUT /BURN OUT : tired BREAK DOWN : lose self-control /being no
longer able to work.

REBALANCING (its life):the process of giving

it a new image ,in order to make it more successful.

MANAGING TALENTS :
TALENTS : special skills and abilities CORECOMPETENT : people with resources and skills that
in fields and activities. distinguish a firm.

CRITICAL : important and INTELLECTUAL PROPERTY : the creations of the

indispensable. human minds for which exclusive rights are recognised.

HUMAN PERFORMANCES : ATTRACTING : appealing, causing interest.

human skills

RETAINING : keeping interest TO DISBAND : to spend out, to expend.

VIRTUAL ORGANISATION : SUITS : the buiseness people who are permanent and who bring
whose members are geographically apart, the teams together for each project.
working by technology.

EXPERTISE : Basis of credibility of a

person who is perceived to be
knowledgeable in an area or topic due to his
or her study, training, or experience in the
subject matter.

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 TEAM BUILDING :
- TEAM : a group of people with different skills and different tasks, who work together on a common
project, service, or goal.
-TEAM PLAYERS :

-STAGES OF TEAM LIFE :

WHAT IS QUALITY ?

QUALITY : the degree to which a commodity meets Quality system : a structure for managing the
the requirements of the customer at the start of its life. quality of the out put of a manufacturer.

Quality management : the planning organisation, Quality service : An assessment of how well a
direction and control of all quality assurance activities. delivered service conforms to the client’s expectations.
Conformity to specification : the degree to Satisfying customer needs : keeping customers
which a good or service meets certain design standards happy .
determined by the producer .
Accuracy : the fact of being exact or correct Tolerance : The variation or deviation from a

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 without mistakes. Precision, exactness. standard, especially the maximum permitted variation
in an engineering measurement.
Customer approval : Customer satisfaction. Customer expectation : Customer needs and
customer requirements.
Customer delight : Customer positive feedback. Fitness of the design : the appearence of the
product.
Responsiveness : how quickly a service response Credibility : the fact that customer can be believed
to customer expectations. or trusted
Completeness : the fact that service is perfect or Planned obsolescence : a policy of planning
having nothing missing. ​ a product with an artificially limited useful life.

ACCURACY : precision, exactness.

-Characteristics for service : responsiveness, credibility, safe and security, accuracy,

completeness.

QUALITY STANDARDS :
QUALITY STANDARDS : a system for THE ROLE OF TOP MANAGEMENT :
ensuring the maintenance of proper standards in top managers have to be seen to be involved in quality.
manufactured goods.
STATUTORY AND REGULATORY MESURABLE OBJECTIVES : we have to be
REQUIREMENTS : for example, a car has to able to measure quality and by how much it is
respect environment and pay attention to safety laws. improving.
RESOURCE MANAGEMENT : how we MONITORING CUSTOMER
manage the inputs to our products. SATISFACTION : customers are the judges of
quality and we have to improve the score they give us.
TRAINING EFFECTIVENESS : we have to CONTINUAL IMPROVEMENT : 100% of
measure how effective our staff is in terms of our future quality is never achieved, there is always more to reach.
profitability.
ISO 9000 : a set of international standards on quality ISO 14000 : family of standards which provides
management developed to help companies to be practical tools for companies and organizations of all
implemented to maintain an efficient quality system. kinds to manage their environmental responsibilities. It
helps to minimize how the operations may negatively

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 affect the environment.

TQM & JIT :

JIT : JUST IN TIME : System of TQM : TOTAL QUALITY MANAGEMENT : the
manufacturing (= producing goods) based method used when quality is the main goal.
on preventing waste by producing only the
amount of goods needed at a particular
time, and not paying to produce and store
more goods than are needed.
QUALITY CIRCLE/ QUALITY PRODUCTION LINE : An arrangement in a factory in
CONTROL CIRCLE : a group which a thing being manufactured is passed through a set linear
of workers who do the same or similar sequence of mechanical or manual operations.
work, who meet regularly to identify,
analyze and solve work-related problems.
FLOW PRODUCTION: a ASSEMBLY LINE : an arrangement of machines, tools, and
manufacturing process that aims at workers in which a product is assembled by having each perform a
optimization of throughput using minimum specific, successive operation on an incomplete unit as it passes by
inventory. This involves implementing in a series of stages organized in a direct line.
just-in-time techniques while doing away
with the batch and queue costs.
PRODUCTION : the processes and PROCESS : Sequence of interdependent and linked procedures
methods used to transform tangible inputs which, at every stage, consume one or more resources .
(raw materials, semi-finished goods,
subassemblies) and intangible inputs
(ideas, information, knowledge) into goods
or services.
DEFECTS: Frailty or shortcoming that REWORKING: Correcting of defective, failed, or non-
prevents an item from being complete, conforming item, during or after inspection. Rework includes all
desirable, effective, safe, or of merit, or follow-on efforts such as disassembly, repair, replacement,
makes it to malfunction or fail in its reassembly, etc.
purpose.
RIGHT FIRST TIME: Quality BATCHES:a quantity or number coming at one time or taken tog
management concept that defect prevention ether
is more advantageous and cost effective
than defect detection and associated
rework.
THE LEAN PRODUCTION : a CONTINUAL IMPROVEMENT/ KAIZEN
new kind of organisation in several GEMBA: leads to improved and higher quality processes and
factories, a tight-flow production system, ensures companies by finding new ways and techniques in
which aims to organize the production of a producing better quality products, production, being more
company by optimizing its productive competitive, as well as exceeding customer expectations.
resources.

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 -PRINCIPLES OF TQM : customer focus, leadership, employees involvment.
-Limitations of TQM :the cost of time and money, fear of change.

INNOVATION :
INNOVATION: the process of translating an idea TO FOSTER: to promote the growth or development
or invention into good or service that creates value or of sth.
for which customers will pay.
Bureaucratic : Relating to a system of BUSUINESS VENTURE : Start-up entity
government in which most of the important decisions developed with the intent of profiting financially.
are taken by state officials rather than by elected
representatives.
ENTREPRENEURSHIP : the process of SKUNKWORK : a group of people who, in order to
designing, launching and running a new business, achieve unusual results, work on a project in a way that is
which typically begins as a small business, such as outside the usual rules.
a startup company, offering a product, process or
service for sale or hire.
DEVELOPMENT PROCES : System of PIONNERS
defined steps and tasks such as strategy, organization,
concept generation, marketing plan creation,
evaluation, and commercialization of a new product.
FOLLOWERS SHAKEOUT : a situation in
which people lose their jobs,
or companies stop doing business, because
of economic difficulties.
CONSOLIDATION : The combining of
separate companies, functional areas, or product lines,
into a single one.

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 THE FOUR Ps & Cs :

-THE FOUR Ps :
PRODUCT : deciding which products and or services to sell.
PRICE : setting prices that are attractive for the customers and profitable for the company.
PLACES : finding channels and outlets to distribute the products.
PROMOTION : all the activities used to support the product.

-THE FOUR Cs :
CUSTOMER SOLUTION : the product itself is a the solution of customers’ needs.
CUSTOMER COST : the price paid by the customer for the product.
CONVENIENCE : distributing the products in the most convenient way for the customers.
COMMUNICATION WITH THE CUSTOMER : it’s a double sens
communication, in which the company promotes its product and the customer gives clearly his feedback.

MARKETING : A social and managerial process MARKETING MIX: a crucial tool to help
whereby individuals and groups obtain what they need understand what the product or service can offer and
and want through creating and exchanging products and how to plan for a successful product offering.
value with others.
MARKET TARGETING : The process of Products :the goods and services a company offers. It
evaluating each market segment's attractiveness and is included in the marketing mix because it is what the
selecting one or more segments to enter company is selling.
S.W.O.T. : Strength, Weaknesses, Opportunities, TARGET MARKET : A set of buyers sharing
Threats common needs or characteristics that the company
decides to serve
TO LAUNCH: to introduce a new product, with CONCENTRATED MARKETING : The
publicity strategy of focusing on a single, easily defined,
profitable market segment
MARKETING MANAGEMENT : The EXCHANGE : The act of obtaining a desired
analysis, planning, implementation, and control of object from someone by offering something in return.
programs designed to create, build, and maintain
beneficial exchanges with target buyers for the purpose
of achieving organizational objectives.
Superstores : Stores that go well beyond TRANSACTION : A trade between two parties
combination stores by carrying such nonfood items as that involves at least two things of value, agreed-upon
garden supplies, alcoholic beverages, books, conditions, a time of agreement, and a place of
housewares, and hardware agreement.
LABEL : small piece of paper, metal etc on a product CUSTOMER FOCUS : The orientation of an

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 giving information about it organization toward serving its clients' needs.
CUSTOMER ORIENTATION : a group of
actions taken by a busuiness to support its sales and
services.

CUSTOMER SATISFACTION :
CUSTOMER SATISFACTION : when CUSTOMER DELIGHT : when customers are
customers are happy with your products. EXTREMELY happy with your products.
CUSTOMER ALLEGIANCE/LOYALTY : CUSTOMER DISSATISFACTION
when customers continue buying from you.
CUSTOMER DEFECTION : when customers CUSTOMER RETENTION : the activities and
stop buying from you. actions companies and organizations take to reduce the
number of customer defections.
CUSTOMER BASE : The clients to whom a LOST CUSTOMER ANALYSIS :
business sells products and services. The customer base examination of the reasons why
is a relatively broad number of customers, with a particular customers have stopped buying a
smaller section of the base being comprised of repeat company's products or services:
customers.
WORD OF MOUTH MARKETING : Oral TO EXCEED/TO FALL BELOW : to go
or written recommendation by a satisfied customer to beyond the limits of sth.
the prospective customers of a good or service.
CHURN : Attrition or turnover of customers of a
business or users of a service. Actually, Your churn rate
is the amount of customers who cut ties with your
service or company during a given time period.

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