Professional Documents
Culture Documents
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CONTENTS
1 The nature of management
2 Leadership
3 The role of the manager
4 Managerial activities
5 Approaches to management
6 Making things happen
7 Strategic management
8 Systems and process management
9 Self-development
10 The process of change
11 The context of change
12 Change management
13 Basis of customer service
14 Approaches to customer service
15 Achieving high levels of customer service
16 Continuous improvement
17 Quality management
1 THE NATURE OF MANAGEMENT
Definition of management
The purpose of management and leadership
Processes of management
Management and leadership
Management standards
Codes of practice
DEFINITION OF MANAGEMENT
Leadership definitions
Leadership roles
Leadership needs
Leadership/management styles
Situational leadership
Leadership qualities
Requirements for leader behaviour
Emotional intelligence and leaders
Differences between leadership and management
LEADERSHIP DEFINITIONS
Managers
The contribution of managers
The function of managers
Variety, turbulence and unpredictability
Characteristics of managerial work
The strategic and visionary roles of managers
Line and middle managers
Attributes of successful managers
Managerial competencies
MANAGERS
• Achievement/results orientation;
• Business awareness;
• Communication;
• Customer focus;
• Developing others;
• Planning;
• Problem solving;
• Teamwork.
4 MANAGERIAL ACTIVITIES
Planning
Organizing
Objectives
‘Smart’ objectives
Agreeing objectives
Barriers to communication
On being convincing
PLANNING
• Planning is the process of deciding on a course of
action, ensuring that the resources required to
implement the action will be available, scheduling
and prioritizing the work required to achieve a
defined end-result.
• The aim of planning for managers is to complete
tasks on time without using more resources than they
are allowed.
• Planning is mainly a matter of thinking systematically
and using your common sense.
• Every plan contains four key ingredients: the
objective, the action programme, resource
requirements, impact.
ORGANIZING
Many barriers exist between the communicator and the receiver. Unless
these barriers are overcome the message will be distorted or will not
get through.
To overcome the barriers it is necessary to:
• adjust to the world of the receiver;
• use feedback;
• use face-to-face communication;
• use reinforcement;
• use direct, simple language;
• suit the actions to the word;
• use different channels;
• reduce problems of size.
ON BEING CONVINCING
Strategy defined
Strategy formulation
Visionary management
STRATEGY DEFINED
Job evaluation
Contingent pay
Employee benefits
Performance management
Non-financial rewards
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COMPUTER-INTEGRATED MANUFACTURING
SYSTEMS
Business strategy
Computer-aided
manufacturing
Manufacturing
Purchasing
Stock Despatch
Quality assurance
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9 SELF-DEVELOPMENT
Self-development basics
Approach to self-managed learning
Learning activities
Personal development plans
Other methods of development
SELF-DEVELOPMENT BASICS
Change
Types of change
Equilibrium and stability
Stages of organization development
CHANGE
• Unitary;
• Divisionalized;
• Centralized;
• Decentralized;
• Matrix;
• Process.
A UNITARY ORGANIZATION STRUCTURE
Chief Executive
Corporate Office
Division
Operations
Corporate Office
Finance Legal
Disciplines
A B C D
Project 1
teams
4
A PROCESS-BASED ORGANIZATION
• Directive
• Bargained
• ‘Hearts and minds’
• Analytical
• Action based
Keith Thurley
EXPLAINING CHANGE
Customers
Customer service
Internal customers
Aims of customer service
Customer service concerns
Customer service considerations
Customer service activities
Achieving and sustaining customer satisfaction
CUSTOMERS
Ensure that:
• the product or service meets customer
expectations on the degree of quality they
require, provides value for money and
achieves a consistent level of performance and
dependability;
• everyone is willing and ready to provide prompt
service and help at the point of sale and
afterwards;
• courteous and competent attention, speed and
flexibility are provided to customers.
14 APPROACHES TO CUSTOMER SERVICE
Managing relationships with customers
Customer service policies and expectations
Buying behaviour analysis
Customer relationship management (CRM)
Marketing research
Analysing customer needs and communicating to them
Measuring customer satisfaction
Infrastructure for customer service
Customer service standards
Creating high standards of service for internal customers
MANAGING RELATIONSHIPS WITH
CUSTOMERS
• This is conducted by relationship marketing
which emphasizes the continuing relationships
which should exist between the organization
and its customers, with the emphasis on
customer service and quality.
• The organization must establish and maintain
good relationships with customers – instilling
confidence that their requirements will be met,
on time, with cost-effective solutions and
adequate support availability.
CUSTOMER SERVICE POLICIES AND
EXPECTATIONS
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DEVELOPING HIGH LEVELS OF CUSTOMER
SERVICE
Quality
Quality management
Quality assurance
Quality control
Total quality management
Six Sigma
Quality standards
Resolving the conflict between quality assurance and production or
delivery targets
QUALITY
Quality can be defined and assessed in terms of:
• innate excellence;
• convenience of use;
• performance;
• reliability;
• value for money;
• level of customer service;
• fitness for purpose;
• attractive appearance or style;
• durability;
• conformance to design specifications;
• uniformity, with small variability.
QUALITY MANAGEMENT