MICRO MIDTERMS

• ORGANIZATIONS - places where groups of people work together to achieve goals
• It is not uncommon now for an employee to have both management and operational responsibilities
• MANAGER - responsible for coordinating w/ work ppl do to achieve specific goals
• MANAGER - person who deals with unexpected problems or issues and decides the most appropriate course of action to have
• MANAGER - required to make sure work is done EFFICIENTLY (on time & w/in given resource constraints) and EFFECTIVELY (service or product meets quality standards)
• EFFICIENTLY - on time & w/in given resource constraints
• EFFECTIVELY - service or product meets quality standards
• 4 functions of a manager - planning , organizing , leading , monitoring
• PLANNING - setting goals & targets, development of plans, systems and processes
• ORGANIZING - coordinating resources
• LEADING - providing the direction, support, encouragement and training staff
• MONITORING - supervising, monitoring and adjusting systems and procedures
• MANAGERS will work differently depending on a number of factors - LEVEL IN THE ORGANIZATION , SIZE AND TYPE OF THE ORGANIZATION , CULTURE OF THE BUSINESS , PREFERRED STYLE OF OPERATION OR MANAGEMENT
• LEVEL OF ORGANIZATION - can be as an executive, middle-level manager or direct supervisor
• LEVEL OF ORGANIZATION - management tasks and approach will change depending on their level of responsibility w/in the organization
• CHIEF EXECUTIVE OFFICE (CEO) - deals w/ board of management, broad organizational planning, positioning the enterprise in the market, securing large contract for the business
• CHIEF EXECUTIVE OFFICER (CEO) - more reliant on conceptual skills
• MIDDLE-LEVEL MANAGER - operational planning, establishing staffing levels, dealing with unresolved problems, setting up systems and procedures, supervising sales and contracts
• MIDDLE-LEVEL MANAGER - needs strong planning and interpersonal skills
• SUPERVISOR OR LINE MANAGER - works directly with staff, monitors their workload and workflow, handles queries and issues as they arise, verifies systems are implemented and suggest changes if needed
• SUPERVISOR OR LINE MANAGER - requires to have technical details of the operations and strong interpersonal skills
• SIZE AND TYPE OF THE ORGANIZATION - LARGE ORGANIZATIONS , SMALLER ORGANIZATIONS
• LARGE ORGANIZATIONS - roles and responsibilities are more likely to be defined and separated
• LARGE ORGANIZATIONS - managers will work in specific teams and units
• SMALLER ORGANIZATIONS - staff may be required to work across a number of areas
• CULTURE - often described as the “way we do things around here”
• CULTURE - can be a mindset or a particular way of operating of managing the operations
• CULTURE - may be flexible and creative
• CULTURE - may also be structured and safe
• CULTURE could be - supportive of staff, customer-oriented, friendly, comfortable, casual, blaming or negative, stressful
• Management must ensure that operations support the overall goals of the company and at the same time the quality assurance initiatives
• Many organizations utilize TQM or Total Quality Management which means all are involved in improving the level of service, productivity, and customer satisfactions
• What is monitored in a quality environment? - total concept whereby quality is built into every aspect of work operations and is a continual process of improvement
• Areas to monitor are - procedures or systems that exist. workflow, workload of staff. customer satisfaction
• Who does the monitoring? in older style management - the manager monitors and controls the work of the staff and makes changes
• Who does the monitoring? in more modern approaches - the manager will involve staff/team leaders in setting goals, reviewing the progress and coming up with ideas and solutions
• SCOPE OF AUTHORITY - ability of the staff to take unilateral action in response to an issue, different positions have different SOA
• If the issue is outside someone's SOA - call department manager, call the senior/experienced staff member, owner (in small businesses)
• When to monitor work operations? - should be all the time
• ANTICIPATE THE PROBLEMS - "read ahead", see certain systems or behaviors that may result in problems