Management Meeting and Exceeding Customer Expectations 10 Ed

Goals within my organisation look at where we would continue to strive towards. They are long term aims. They are stated in our professional development plan stating:-

1) Set goals - A goal is the end result or outcome wished for, that a person envisions, plans and commits to achieve. Setting goals is an effective way to meet work requirements in a reasonable amount of time.

To be efficient and effective in management, certain tasks must be performed by all managers. Managers must be able to plan, organize, lead, and control. Manager’s tasks are important no matter the level of the manager. Managers must be able to use and improve these skills depending on their position within the organization.

Managers need to ensure that targets are met and improvements if necessary are made. They need to plan ahead to ensure that their targets are achievable and control the workload to ensure all activities are carried out effectively.

Managers need to be able to plan ahead and to set objectives and co-ordinate the work force, delegate

Theorists believe that Managers deal with day to day duties of the workplace; focussing on organising, planning and dealing with the resources.

There are six (6) competencies that every result driven employee must obtain in order to meet organizational goals and customer expectations. They are: accountability, customer service, decisiveness, entrepreneurship, problem solving and technical credibility. Accountability is one’s ability to hold her and other accountable for noticeable supremacy, profitable results in a timely matter. To be successful at accountability one must set priorities, establish objectives, delegate work, admit when one makes an oversight, obeys with company guidelines. Customer service is a requirement for internal and external customers; one must anticipate and meet both their needs while delivering high-quality merchandise and assistances. A continuous improvement is a requirement for customer service. Decisiveness will help one make an effective and educated, but timely decision regardless of the amount of data available or if one’s decision has unfavorable consequences. Distinguishes the possible impact and implications of one’s choices. Entrepreneurship will assist with a successful future with the organization by pinpointing new opportunities. Assistances with building the organization by developing or improving existing merchandise or services. Entrepreneurship will take computed possibilities to achieve organizational objectives. Problem solving will assist in identifying and analyzing possible problems, calculate and produce alternative results, consider the significance and

Managers are tasked with the responsibility of supervising the work done by employees under them. Some are engaged in policy

Outcome Goals. Outcome goals may be referred to as the product of the hiring efforts. These goals advise the organization if the ending results that the hiring efforts has justified for the organization and its organizational effectiveness. Referring back to my employer, at the end of each month a report is provided to top management. With this report, it advises top management of the number of employees who were hired, transferred, promoted, terminated and completed their probationary period. In addition, external data such as each hotel’s financial results are joined as well to provide a comparative analysis of how the staffing goals have impacted the financial day-to-day operations.

A goal is defined as the desired result a person anticipates and plans to accomplish. For example the ultimate goal in college is to graduate. It is the big idea of any mission. A company may have a goal to be the best pizza service in the state. So, for Amazon, it could be reduce the cost of books, or it could be drive profit by increasing the cost of shipping. Goals can be long or short term goals. For example, a short term goal could be drink water all week. A long-term goal could be set freshman year of college which is to graduate on time. A goal is anything that an individual, company, school, or organization set to be achieved.

When asking customers for their input or feedback, they need to feel as if their opinions matter, they are more likely to continue supporting the organisation if they feel their feedback has been taken seriously and into consideration. Listening to the customer and acting timely on their feedback is important for the organisation, failing to understand a customer’s needs can result in widespread negative comments about the organisation and the loss of customers and potential customers.

The world of business has undergone radical and dramatic changes in the last decade changes that present extraordinary challenges for the contemporary manager. A manager is an organizational member who is responsible for planning, organizing, leading, and controlling the activities of the organization so that the goals can be achieved. According to a widely referenced study by Henry Mintzberg, managers serve three primary roles: interpersonal, informational, and decision-making. Management is process of administrating and coordinating resources effectively and efficiently in an effort to achieve the goals of the organization.

This means that managers are responsible for the fluency of the activity coordination process, they motivate employees so that actions be coordinated with one another, that the division of labor and specialization of tasks splitted into the objectives be achieved, assigned tasks be performed in cooperation due to physical, psychological, cognitive and other personal limitations.

Managers are expected to do a multitude of things. A manager has to be a visionary and adaptive to meet the current demands of what is required of them at all level

Management is one of the most important human activities and has critical impact on life, growth, development or destruction of an organisation. In an organisation, managers with any rank or status should understand their basic duties i.e. maintaining a sustainable conductive environment where people can fulfil their commitments and objectives through collaborative approach. (Akhtar, 2011) A manager is responsible to achieve the business’s goals, visions and objectives by planning, organising, leading and controlling. Dubrin (1994) stated that in every organisation each member of staff must plan, organise, make decisions, and control the resources they need to accomplish the results expected