MS211 Week 1

• Power

  The capacity of Individuals to overcome resistance on the part of others, to exert their will and to produce results consistent with their interests and objectives
• Types of Power

  • Power as Property of Individual
  • Power as Property of Relationship
• Power as Property of Relationship


  Power lies in the relationship between 2 or more people; A can have power over B only if B recognises it
• Types of Power

  • Reward Power
  • Coercive Power
  • Referent Power
  • Legitimate Power
  • Expert Power
• Reward Power


  Based on the belief of the followers that the leader can provide something they want
• Coercive Power


  Based on the belief of the followers that the leader can enforce penalties or sanctions
• Referent Power


  Based on the belief of the followers that the leader has desirable abilities and traits - charisma
• Legitimate Power


  Based on the belief of the followers that the leader has formal authority that they must accept
• Expert Power


  Based on the belief of the followers that the leader has superior knowledge
• Power as Property of Social and Organizational Structure


  • Power is embedded within a system
  • Less Visible
  • May be seen as 'odd' or extreme
  • Individuals simply accept the outcome
• Influence


  The process of affecting someone else's attitudes, beliefs or behaviors, without using coercion or formal position, such that the other person believes that they are acting in their own best interests
• Influence Tactics

  • Assertiveness
  • Ingratiation
  • Rational Appeal
  • Sanctions
  • Exchange
  • Upward Appeal
  • Blocking
  • Coalition
• Assertiveness


  Order the person to do it
• Ingratiation


  Make the request politely and humbly
• Rational Appeal


  Present relevant information in support
• Sanctions


  Threaten to get them fired
• Exchange


  Mutual Backscratching
• Upward Appeal


  Get higher level management to intervene
• Blocking


  Ignore the person and stop being friendly
• Coalition


  Get the support of colleagues
• Manufacturing Process Types (Variety: high → low; Volume: low → high)


  • Project Processes
  • Jobbing Processes
  • Batch Processes
  • Mass(line) Processes
  • Continuous Process
• Project Processes


  One-off, larger-scale, specially made. Define start and finish, time, quality and cost
• Jobbing Processes


  Small quantities, specially made
• Batch Processes


  Higher volumes and lower variety than jobbing. Standard product & repeating demand, but can make specials. Highly specialised, narrow skills are needed. Changeovers.
• Mass(line) Processes


  Higher volumes than batched
• Continuous Process


  Extremely high volume. Highly capital-intensive and automated. Difficult and expensive to start and stop the process.
• Service Process Types (Variety: high → low; Volume: low → high)


  • Professional Service
  • Service Shop
  • Mass Service
• Professional Service


  High level of customisation & customer contact, high proportion of staff supplying the service in relation to customers
• Service Shop


  A mix of staff and equipment, mixes of front- and back-office
• Mass Service


  Little customisation and contact. Mostly back office.
• Process Technology


  Machines, equipment, software and devices that enable the creation and/or delivery of products and services → quality, speed, dependability, flexibility and cost
• Types of Process Technology

  • Material-processing
  • Information-processing
  • Customer-processing
  • Technology involving customer interaction
  • Interaction with technology through an intermediary
  • Integrating technologies
• Material-processing


  Shapes, transports, stored, or in any way changes physical objects
• Information-processing


  IT (e.g.E-business: internet-based & M-business: mobile access)
• Customer-processing


  Service-oriented tech. → reduce cost
• Technology involving customer interaction


  Active interaction (e.g.internet booking), passive interaction (e.g.mass transport systems, lifts), hidden tech →.track customers' movements or transactions (e.g.RFIS in supermarkets)
• Interaction with technology through an intermediary


  e.g. customer support enquiry lines, tracking systems in parcel delivery services
• Integrating technologies


  Combinations of materials, people and customers (e.g.EPOS)
• Management of Process Technology

  • Understanding (What? How? Advantages, Constraints & Risk)
  • Evaluation
  • Implementation