“Good management is working through others to accomplish task that help fulfill organizational objectives as efficiently as possible. ” a) Would you agree to the above statement? Please explain your answer. No, I disagree with the above statement as efficiency was more towards achieving specific objective with minimum usage available resources and time consumption.
In view of my current job in sales and marketing, if I just blindly drive my sales team to sale the products and services to fulfill the organizational sales target without considering the quality of delivery in terms of knowledge, skills, competency, and experience, time required for delivery, methods used for delivery and resources available for delivery. How long can I maintain the sales target without considering the effectiveness of the delivery system?
An example of a service manager, Mr Raymond Ling from Jimisar Autotrade Sdn Bhd, Sibu branch said that the top management has set the target where every mechanic must service one unit of car in 30 minutes to prove the efficiency of the service team else disciplinary action will be taken. As a result, the mechanic gets the job done within the given timeframe without considering the quality of the service and types of service required by the customer. At the end, the sales advisor has been receiving a lot of customer complaints such as “why my car so dirty after the service? ”, “why you don’t check the air of the tyres”?
At the end, they have been losing their customer. However, UMW Toyota Motor Sdn Bhd – Sibu branch service centre, Mr Mathew Tiong said that their top management do set the time frame but according to types of services – general service, minor repair or major repair? The customer must call to pre-book the services and inform the service advisor the suspected problem of their car that need the service centre to troubleshoot. The head office organizes training in technical, motivation, customer service by routine and weekly review to ensure they improve and fast in respond to rectify the problem.
The customer satisfaction level has been increase and manages to retain their old customer even though the free service period has over but they still come back to them to service their car. This show that efficiency can drive a person or a team to complete the task as per requirement but in terms of management, it should not be just looking into efficiency but effectiveness also very important especially in the sales and services industry. b) If you were tasked the role of a CEO, how would you make others to accomplish tasks effectively.
I am an Advance Diploma in Computer Studies holder with around 12 years of working experience from administration, event management, sales and marketing in retail and education. If I am being tasked the role of CEO in my company. I definitely will take the challenge. First, I will go to google and read some good example of a CEO in some well-known company such as SAMSUNG, APPLE, DISNEY and etc to get some inspiration and better idea on how to become a good and effective CEO in my company. I believe lead by example. I also believe people are the most important asset of an organization.
How to become an effective CEO? I believe an effective CEO must be able to lead and work through people. How to tap on their talents? How to make them work for you and how to motivate them? What is their strengths and weakness? I must know my staff well and delegates the job by tapping on their talents. Being the top of the pyramid, a great CEO must be able to clearly communicate the vision of the company in order to inspire staff, customers and investors. As the company bearer, all eyes turn to the CEO for direction and example.
It is the key for the CEO to understand the every-day activities of the organization and how all parts fits all together to move the company forward. As CEO, I should not get dragged into the seductive lure of micro managing granular details. Instead I should trust my management team that there are capable in handling it. I need to build up a strong and good quality management team where they should know and accountable for their responsibilities. I must know how to mentor and accomplish them to keep them motivated, involved and on the track to meet the company goals.
People are the most important resource available to me to build up a strong management team. I must be SMART in managing them when there is an issue, problem, demands or even crisis. I must be an effective leader. How? First I should be a good listener and willing to listen to problems and concerns my employee as a friend to get more concrete information about their comments or problems. I should be giving positive reinforcement and is about asking or requesting them to do something not commanding them.
I must posts influencing power and don’t mind to get the hands dirty to make my team to follow my recommendations and willing to works together with me. I must realize that I am not just a figure head or a boss! To be a successful and effective CEO, it first comes from the way that you treat your staff or coworkers. I must know how to respect their ideas and not just simply brush them off and only use my own ideas. I must treat everyone equally and everyone feel like they are part of the group. When they are given full respect, they are more willing to give respect back and I will be able to gain more loyal followers.
I also must involve them in some of the management process and valued them according to their contribution and commitments. I must do what is the best for the group and sometimes it involves making tough decisions and willing to take risks if it will benefit the whole. I should realize and remind myself that working with different personalities can be challenging especially when there is a project that needs to be done. I must know how to work with each of these different personalities and at the same time encourage and motivate them to get the job done.
An effective CEO must be able to position my team according to their strength to get the best and most effective output of them. As an effective CEO, I will be involved in the overall management process where people will be the most important asset. Why? Because every process from decision making, organization, leading and controlling, people will decide whether it will works effectively or not. The team commitment, competencies, loyalty and sense of responsibility will determine how far the company can achieve its goal.
University/College: University of Chicago
Type of paper: Thesis/Dissertation Chapter
Date: 10 November 2016
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