Name: Bernardo B.

Leona Course: Master in Public Administration

Subject: Administrative Communication Instructor: Prof. Joanna Ruth Castillo

WRITTEN REPORT

Management is a universal phenomenon. It is a very popular and widely used term. All
organizations - business, political, cultural or social are involved in management
because it is the management which helps and directs the various efforts towards a
definite purpose.

Management is the process of coordinating people and other resources to achieve the
goals of the organization

The Management process comprises these functions:

1.Planning

2. Organizing

3. Staffing

4. Directing

5. Coordinating

6. Controlling

1. Planning means looking ahead and checking out future courses of action to be
followed taking into consideration available & prospective human and physical
 resources. It is a systematic activity which determines when, how and who is going
to perform a specific job. It is rightly said ― Well plan is half done.

Planning: Is the function of management that involves setting objectives and

determining a course of action for achieving those objectives.

Steps involved in planning are:

• Collecting Information
• Setting the long-range objectives
• Developing policies, procedures, rules etc.

2. Organizing- it is the function of management that involves developing an

organizational that involves developing an organizational structure and allocating
human resources to ensure the accomplishment objectives.

Steps in the process of organizing:

• Identifying the work that has to be done by the organizing

• Classifying the work
• Assigning the groups/individuals work
• Delegating authority and fixing responsibilities

3. Staffing- the managerial function of staffing involves manning the organization

structure through proper and effective selection, appraisal and development of the
personals to fill the roles assigned to the employers/workforce. Staffing pertains to
recruitment, selection, development and compensation of subordinates.

Staffing- it is a constant and fundamentals step in the management process.

Steps involved in staffing process:

• Man power planning

• Recruitment
• Selection
• Placement
• Training

4. Directing- it is a process in which the managers instruct, guide and oversee the
performance of the workers to achieve predetermined goals. Planning, organizing,
staffing has got no importance if direction function does not take place.

Directing- it is an aspect of management that deals directly with influencing, guiding,

supervising and motivating staff for the achievement of organizational goals.

Activities involves in direction process are:

• Leadership
• Communication
• Motivation
• Supervision

5. Coordinating- it Is the function of management which ensures that different

departments and groups work in sync.

‘’ To achieve the organizational goal, all department and employees must operate in
a combined manner “

6. Controlling is measuring and correcting individual or organizational performance

to ensure that event confirm to plans. It involves measuring performance against set
goals and plans showing where deviations from the standards exist and helping to
correct those deviations. The control process is cyclical which means it is never
ending. Employees often view controlling negatively No matter how positive the
changes may be for the organization,

Controlling- It can define as that function of management which helps to seek

planned results from subordinates, managers and at all levels of an organization.

It is basically the comparison between ACTUAL PERFORMANCE – STANDARDS

OF THE COMPANY.

In the age of efficiency, operational excellence is the key to success in the business
environment. Here’s the principle of management excellence

Excellence in management is guaranteed to be achieved if it respects these three

principles:

1. Balancing the approach too focused on the internal perspective and lack of
focus on what is happening in the external environment of the company in
performance management. In other words, including the external perspective on
the business from the external factors involved

2. Aligning the management processes with the company's mission and

values. Because management processes are strategic, financial and operational,
the key to success is aligning these processes at different levels, as well as across
departments

3. Acknowledging the fact that, to create a learning organization that is agile,

feedback loops between management processes are vital. This feedback allows
companies to quickly identify changes, assess their impact on their plans, and
quickly find alternative ways to approach their goals.
Reinventing Quality Management

1. Put the customer at the heart of everything – customer experience now

competes head on with the efficiency agenda which has dictated contact centre
priorities for decades

2. Empower agents – gone are the days when managers operated a command-
and-control contact center. Agents need freedom to apply their expert knowledge
and experienced judgment to deliver the best possible customer service.

3. Promote a culture of continuous improvement – assessing quality levels is

critical. Invest in interaction analytics to monitor the performance of individuals
and team compliance against regulatory targets

4. You can’t do it alone – involve other parts of the business and encourage
collaboration to align quality strategies, provide practical guidance and introduce
consistent ways of working for customer-facing teams like sales or marketing

5. Cloud is the way to go – the latest cloud-based contact centre solutions will
simplify your QM programme. Record calls to capture the end-to-end experience
of the customer even if the call has been transferred outside the contact centre
environment or occurs across multiple channels.

Referrences:

https://www.youtube.com/watch?v=q6LMjurECZM

http://anucde.info/2021assign/Perspective%20of%20Mana.pdf
https://www.linkedin.com/pulse/3-principles-management-excellence-alina-fanita

https://www.puzzel.com/2017/02/21/reinventing-quality-management/