Principle of Management
Principle of Management
Principle of Management
Management
Developed By P.M.Bendre
Board Members
1. Prof. Dr. Uday Salunkhe
2. Dr. B.P. Sabale
3. Prof. Dr. Vijay Khole
4. Prof. Anuradha Deshmukh
Group Director
Chancellor, D.Y. Patil University, Former Vice-Chancellor
Former Director
Welingkar Institute of Navi Mumbai
(Mumbai University) (YCMOU)
Management Ex Vice-Chancellor (YCMOU)
COPYRIGHT © by Prin. L.N. Welingkar Institute of Management Development pment & Research.
Printed and Published on behalf of Prin. L.N. Welingkar Institute of Manageme
gement Development & Research, L.N. Road, Matunga (CR), Mumbai - 400
019.
ALL RIGHTS RESERVED. No part of this work covered by the copyrightt here on may be reproduced or used in any form or by any means – graphic,
electronic or mechanical, including photocopying, recording, taping, web distribution
distrib or information storage and retrieval systems – without the written
permission of the publisher.
1st Edition
tion ( Jan-2014)
i
About this Book
The idea of writing this book was to have a fresh outlook at the subject considering
that:
• There are so many new developments, thoughts and ideas about the subject.
• During last years, there have been so many changes in the business scenario.
Further, the book is meant for PDGM-hybrid learning students who are already the
working professionals in various age groups. These students are from different
backgrounds. They will be pursuing their studies along with their professional careers.
The book must create tremendous interest in their minds. Therefore, the language of
this book has been kept as easy to understand as possible, and attempt has been made
that from chapter to chapter, more and more interest and enthusiasm should get built
into the students’ mind, and they think seriously about the subject.
The purpose of this book is to help the students to implement Principles of
Management in their profession and to positively advance their progress and make
them successful entrepreneurs as well as responsible citizens, family members,
employees, occupiers/directors and what not.
While writing this book, I have referred to lectures of Prof. Venkat Iyer, which give us
superlative guidance because of number of years of his valuable experience. I am
thankful to him from my heart.
I have also taken help of so many existing books as well as the Internet in order to
make the subject complete in all respects and practically useful to the students.
I have used my knowledge and my 33 years industrial experience, which I earned in
organizations like Bosch and Kirloskar as Chief of Production as well as Quality. Prof.
Rajesh Aparnath has offered me a valuable opportunity to write this book and also
given me most valuable guidance, for which I am thankful to him from the bottom of
my heart.
I also thank Ms Amandeep Kaur and the staff of Welingkar Institute of Management
Development and Research.
I wish all the best to the students.
With Best Regards,
P.M.Bendre [email protected]
2
C HAPTER 1 - N ATURE OF MAN AGEMENT
Principles of Management
Objectives
At the end of the chapter, you will be able to understand meaning and definitions,
functions and importance of management and you will start giving a serious
thought to becoming a good manager.
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Chapter 1 - Nature of Management
Structure
1.1 My dear students, a warm and hearty welcome to all of you!
1.2 Introduction to Management
1.3 Meanings and Definitions of Management
1.4 Management as a Process, coordination, and function
1.5 Five M’s in the business
1.6 Activities for the students
1.7 Necessity of Management and SMART Goals
1.8 Activities for the students
1.9 Functions of Management
1.10 Importance of Management
1.11 Conclusion of the chapter
1.12 Summary
1.13 Self-Assessment Questions
1.14 Multiple Choice Questions
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Chapter 1 - Nature of Management
PETER F. DRUCKER,
American Management
Consultant, Educator, and Author
My young friends, you are welcome to this institution of Management, the career
in which will certainly prove not only fruitful in your personal as well as
professional life, but also will enhance the meaningfulness and joy of living the life.
Management is an art. It is in the sense of possessing managing skill by an
individual. Management is science too. It involves developing certain principles or
laws applicable in a place where a group of activities are coordinated.
All of you would certainly like to master this art as well as science of
Management. Further, leadership qualities are developed in the persons who are
working in the top-level management. According to Ralph C. Davis, Management
is the function of executive leadership everywhere. I am sure, all of you would be
dreaming to become a successful leader.
Management has been developed as a career par excellence. It is focused on certain
specialization. Specialists are appointed in key posts of top management. I am
sure you would like to be one of them.
Therefore, come one, come all, and let us roam around in this wonderful garden
of Management!
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1.3.1 Meanings:
Management is the art of getting things done by a group of people with the
effective utilization of available resources.
It is the group of activities, which drafts plans, prepares policies, and arranges
men, money, machines and materials required to achieve the objectives.
Management is the activity of man who struggles for better living in the
complex and competitive world.
Management is the process consisting of the functions of planning,
organizing, staffing, directing and controlling the operations to achieve
specified objectives. It rewards those who are engaged in this process to
ensure an excellent performance with continual improvement.
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Chapter 1 - Nature of Management
In mid 1940s, academic people from various business schools in the United
States gathered together with the sole purpose of deciding whether a
definition of Management could be written that businessmen would accept
and practice and Academicians would teach. Ultimately, they came up with
the following definition. No individual is identified with this definition. The
definition reads:
Management is:
Optimum utilization of
Available Resources
To attain certain pre-set GOALS/Objectives
What is the meaning of the word “Optimum utilization”? It means best possible
utilization under given circumstances.
We will explain this definition by taking an example from our kitchen. We want to
make a cup of tea, and we have all the resources such as one jarful of sugar, one
jarful of tea leaves, one glass of milk, gas cylinder full of LPG, gas stove, kettle,
filter etc.
However, we use the raw material only in required proportion, e.g. two spoons of
sugar, one spoon of tea leaves etc. and make a proper mix of all the ingredients.
We do not put more sugar than required, do we?
We will take another example. You are normally getting a pocket money of Rs.
500 for a day, and you are able to spend your day comfortably. One day, you get
only Rs. 200 and you have to manage the whole day. You neither have your tiffin
nor are you fasting today. In this case, your entire consciousness is on this small
amount. You decide the proper course of action and you spend the money very
judiciously. E.g., you travel in a crowded train instead of auto; you eat only a rice
plate instead of Punjabi dishes and so on. To your surprise, at the end of the day,
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Chapter 1 - Nature of Management
there is an amount of Rs. 40 left in your pocket. You have managed your day by
better thinking process, putting it into actions and achieved your goal of reaching
home without any cash crunch.
However, if you have Rs. 200 and you have spent Rs. 350 by borrowing from your
friend, it is mismanagement.
We learn best when resources are minimum and scarce. We have saved money
when our earnings were meager. Some companies are cash rich but they incur
wasteful expenditure, such as heavy transportation cost, travelling expenses etc.
and ultimately land in a mess.
We must convert our learning/knowledge into skills by utilizing scarce resources to
the optimum, and strive to achieve our preset GOALS.
Management as a “Process”:
McFarland defines management as “A process by which managers create,
direct, maintain and operate purposive organization through systematic,
coordinated, cooperative human efforts”.
Management as “coordination”:
Donally, Gibson and Ivancevich also support the view of management as a
Process but their stress in more on co-ordination. According to them,
“Management is a process by which individual and group effort is
coordinated towards group goals”. In order to achieve goals, coordination is
essential and management involves securing and maintaining this
coordination. This coordination effort is also stressed in the definition of
Koontz and O’Donnell. According to them, “Management is a process of
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Chapter 1 - Nature of Management
Management as a “Function”:
There are those who view management as a function rather than a process.
Dunn, Stephens and Kelly contend that “Management is a role which
includes a set of duties, responsibilities, and relationships-involved in work
organizations”. These duties and responsibilities constitute the function a
manager performs. The duties and responsibilities a manager performs are
quite different from those performed by managerial employees.
All businesses start small and simple and eventually they grow big and
become complex. Take an example of a sandwich seller on street. He starts
his business on a street, on a small space, without any approval, creates a stall,
gets raw material, makes sandwiches and sells them. It is a one-man show. He
is sincere, works hard, and goes home late. Since people like his sandwiches,
his demand increases, so the stress increases and he is hassled. He is not able
to manage. His situation becomes complex. His business goes haywire and he
abandons it.
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Chapter 1 - Nature of Management
Efficient management is the lifeboat of any developed business. There are five
M’s in the business, which can be called as the resources of the business, viz.
Man, machines, materials and money as tangible ones and Method as
intangible one.
1. Man:
As said earlier, Management is the art of getting things done by a group of people.
Therefore, the availability of qualified, trained, skilled, experienced and
competent people is the most important factor in any management, anywhere.
2. Machines:
Management is the art of knowing what you want to do, and then seeing that it is
done in the best and the cheapest way. It is needless to say that availability of
capable machines and equipment is a must to do the things in the best and the
cheapest way.
3. Materials:
Quality, quantity, availability, cost/market price and transportation of raw
materials, semi-finished goods and finished goods need no emphasis. It is a clearly
a very vital factor in success of management.
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Chapter 1 - Nature of Management
4. Money:
Financial capital is money used by entrepreneurs and businesses to buy what they
need to make their products or to provide their services to the sector of the
economy upon which their operation is based.
Availability of funds for running the business is extremely important particularly
for procuring capital goods, raw materials, tools and consumables, and availability
of working capital.
5. Method:
If we have to do things in the best and cheapest way, it is also important how the
things are processed. That is, by which method the things are processed. The
proper method will ensure required quality, quantity and in-time delivery. It will
ensure the accomplishment of management objectives.
Methods form the competitive edge. For example, in our kitchen, two girls
are told to prepare a cup of tea each. Same raw materials such as milk, sugar, tea
powder etc. are given to both of them. Girl A prepares the tea as follows:
Puts a cup of milk in the utensil and boils it. Then puts the water and sugar (1
teaspoon) and tea powder (1 teaspoon) and boils it again.
Girl B prepares the tea as follows:
Puts water and sugar in the utensil. After the mixture starts boiling, she puts the
tea powder in it and lastly puts milk.
The two cups of tea have different tastes in spite of all four factors (M’s) same.
However, the method makes the difference.
If one standardized method is used by any person any time, the taste will always
be the same.
That is why the quality of idli sambar in an Udipi restaurant is always the same.
Mc Donald’s restaurant offers same taste of French Fries all over the world.
Standardization of methods is the reason why they are able to do it. It is also an
answer to all our problems.
Shampoo produced by Company A and B are different in quality in spite of same
raw materials. The Shampoo of Company A is in great demand. So, the company
B does detailed research as to what exactly company A is doing to attract
customers, then implements a better method, in addition, company B adds some
extra benefits to customer to improve the market share of their shampoo.
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Chapter 1 - Nature of Management
If there are four bhelwalas, many times we see that only one of them is in demand
and is not able to control the rush. This is because, in addition to better method of
preparing bhel, he offers added advantages to the customers such as good
housekeeping, clean workplace, better colors, extra quantity etc. Actually, he offers
better value for money to the customers.
Activity A
In your kitchen, you have to prepare rice and curry for your friend who is going to
visit after a couple of hours. You have only Rs. 200 with you. No other stock of
materials. Make a list of all your Resources: Man, Machine, Materials and Money.
Make a process flow chart of the Method you will adopt to prepare rice and curry.
Explain how you will utilize your resources.
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• Manufacturing Organizations.
• Service rendering Organizations.
Management is everywhere. It is not restricted to only commercial organizations,
but it is also in schools, colleges, religious bodies, just about anywhere.
Housewives are the best managers. Kitchen is the best management school. They
regularly take account of the stock levels of commodities, the moment the stock
reach to the minimum ordering level, they meticulously get the commodity. Have
you ever experienced a shortage of sugar and so no tea for you and your friends?
Your mom has been a great manager. She feeds you with delicious dishes, tolerates
your behavior, and always makes things happen, in whatever situation she is.
Management is there even in Bhendi Bazar. When there were events like twin
tower in USA, flood in Mumbai, terror in Taj Mahal hotel, the concerned people
such as commandos etc. overcame the problem only because they used their
management skills.
Management is art as well as science. What is invisible is understood by
observations, examples etc. through theoretical principles/approaches.
In the movie “Three Idiots”, Chatur knows all fundamentals, and Rancho knows
applications. Management is the combination of Chatur as well as Rancho.
We study management processes scientifically and apply them to convert
complexity to manageable thoughts and actions. We learn Management as science
and put it into action as art.
An art is caught and not taught. You must learn, absorb, and see management in
action, by thought process, practice in a methodical manner. You catch this art.
Management prevents an endeavor from failure and teaches you to quickly correct
your mistakes.
Anybody can do business provided he has discipline of thought, actions, words,
intention and moral character. Then his approach will be systematic and he will
be successful.
If someone asks you, “why have you enrolled on this course?” Then you would
answer, “I want to become a Manager.” But do you know what it takes to become
a good manager? If you are a person who is capable of undertaking the tasks and
functions of managing at any level, in any kind of enterprise, you have leadership
qualities, and you have qualities of an administrator, you will become a good
manager.
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3. Attainable: The goal must be achievable. Our resources are limited. Therefore,
if you want to buy a flat in Mumbai and you have only 10 Lakhs, it is not possible
to buy a flat there.
4. Realistic: The goal must be realistic. We cannot dream to become a prime
minster when you have not yet become a corporator.
5. Time bound: Your goal should have a time limit such as I want to get admission
to a medical college during next year.
Continuous activity towards predetermined goals, set of disciplines with organized
activities, interdependence between customer and us will result in profits, goodwill,
team effort, proper decision making. Management is all-pervasive.
Activity B
Make a list of GOALS in your life.
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Chapter 1 - Nature of Management
1. Planning
2. Organizing
3. Staffing
4. Directing
5. Coordinating
6. Motivating
7. Controlling
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Chapter 1 - Nature of Management
5. Resource development:
The resources viz. men, machines, materials and money have to be
developed by the management.
10. It innovates:
New innovative ideas are implemented in the organization.
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Chapter 1 - Nature of Management
1.12 Summary
3. A good manager is expected to have ability of four skills :( Find the wrong one):
a. Technical
b. Human
c. Concept
d. Documentation
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Chapter 1 - Nature of Management
Reference Material
Click on the links below to view additional reference material for this chapter.
Summary
PPT
MCQ
Video1
Video2
22
C HAPTER 2 - HISTORY OF MANAGEMENT
Principles of Management
Objectives
By studying this chapter, you will be able to acquire knowledge about:
• Principles of Management by Henri Fayol
• Scientific Management
• History of Management in a chronological manner with contributions of various
Management gurus
• Important milestones in the history of Management
• Hawthrone experiment
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Chapter 2 - History of Management
Structure
2.1 Introduction
2.2 Scientific Management : F.W.Taylor
2.3 Peter F.Drucker
2.4 Frank B. Gilbreth and Mrs. Lillian Gilbreth
2.5 Max Weber
2.6 Mary Parker Follett
2.7 Henry L. Gantt
2.8 George Elton Mayo
2.9 Hawthorne Experiments
2.10 Activities for the students
2.11 Summary
2.12 Self assessment questions
2.13 Multiple choice questions
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Chapter 2 - History of Management
2.1 Introduction
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Chapter 2 - History of Management
hard to turn around the economy from a deficit state to a surplus one. They say,
necessity is the mother of invention. The result was the advent of the second
industrial revolution.
The second industrial revolution resulted in overall burst of revival activities
through discoveries, inventions, innovations etc. Machines as leverages of
production and economic progress came to be a reality. It was the advent of
industrial age. Mass production, mass labor, mechanization, wage standardization
brought about an order in industrial practices.
With abundance, came wastage and lack of discipline of production and
consumption. Observers and researchers studied the importance of systematic
approach of running organizations. The result was the scientific management
movement led by the work of F.W.Taylor, the father of scientific management.
The contributors who came after him made major contributions to teach
organizations to run themselves scientifically.
Development of Management thought:
(The history of Management thought Process):
This most important topic sets the tone for us to understand what happened,
when it happened and under what conditions it happened in case of management
thought. There are number of contributors and each contributor needs to be
given special attention. You should read the detailed history of each contributor at
the rate of at least one per week. Let us start with Henry Fayol.
Henri Fayol (1841-1925):
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Chapter 2 - History of Management
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Chapter 2 - History of Management
F.W.TAYLOR (1856-1916)
Father of Scientific Management
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Chapter 2 - History of Management
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many issues between workers and supervisors. So, Taylor separated the
planning function from the executive function.
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Chapter 2 - History of Management
Peter Ferdinand Drucker, (November 19, 1909 – November 11, 2005) was
an Austrian-born American management consultant, educator, and author, whose
writings contributed to the philosophical and practical foundations of the modern
business corporation. He was also a leader in the development of management
education, and he invented the concept known as management by objectives. He
became Professor of Management in New York University in 1950.
Drucker's books and scholarly and popular articles explored how humans are
organized across the business, government, and nonprofit sectors of society. He is
one of the best-known and most widely influential thinkers and writers on the
subject of management theory and practice. His writings have predicted many of
the major developments of the late twentieth century, including privatization and
decentralization; the rise of Japan to economic world power; the decisive
importance of marketing; and the emergence of the information society with its
necessity of lifelong learning.
In 1959, Drucker coined the term “knowledge worker" and later in his life
considered knowledge worker productivity to be the next frontier of
management. Peter Drucker gave his name to two institutions: the Drucker
Institute and the Peter F. Drucker and Masatoshi Ito Graduate School of
Management, both at Claremont Graduate University. The annual Global Peter
Drucker Forum in his hometown of Vienna, honors his legacy.
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Chapter 2 - History of Management
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Chapter 2 - History of Management
Frank Gilbreth was born in Fairfield, Maine in 1868. Having started his career as
an apprentice, he became superintendent after 10 years. He was married to Lillian
Moller who was having thorough knowledge of management. Both of them
worked as a team and devoted their time to find out the best way of doing a job.
Frank Gilbreth gave importance to time study and motion study just like
F.W.Taylor. However, he was more concerned with finding out the best way to do
a job rather than time required to do a job. He stressed minimum motions and
avoidance of unnecessary motions to discover the best way of doing a job. He was
of the view that unnecessary motions waste much of the efforts of the workers.
Gilbreth found out 18 basic elements in all work through analysis of several
methods at work. He identified these elements by using flow process charts. He
called these elements as THERBLIGS. These 18 elements were: Search, select,
grasp, transport empty, transport loaded, hold, release load, position, pre-position,
inspect, assemble, disassemble, use, wait unavoidable, avoidable delay, plan, rest
for overcoming fatigue, find.
Motion study laid a foundation for job simplification, work standards and for
framing incentive wage plans.
New machines are developed in order to find out one best way. Management tools
such as flow process charts, diagrams and merit rating were developed by Gilbreth
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Chapter 2 - History of Management
Mrs. Lillian preached the message of her husband after his death. She was a
psychologist and had a thorough knowledge of human relations. She got doctorate
degree for her work “The psychology of Management”. She was awarded the
degree of “The first ambassador of management” in 1960.
She and her husband recognized the human factor which is very essential in
management. Her contribution in fatigue studies and employee selection &
training is significant.
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She was born in 1868 in Boston, USA. She got degree from Cambridge
College. She is considered to be a pioneer of management thought in the
field of human relations. She gave importance to the professional nature of
management. She believed that psychology plays a very important role in
human activity. She used psychology to solve the problems of managing a
business. She considered the human character at various levels of
management, viz. workers, supervisors, and managers.
She expressed her views on different aspects of management:
• Conflict: A conflict may be removed through three ways: domination,
compromise and integration. She rejected domination and compromise
ways of removing conflict. Under integration, the wishes of both parties
are integrated. So both parties would be satisfied without sacrificing their
desires.
• Authority: It is root of all evils. A smooth employer and employee
relationship based on cooperation is the foundation of good industrial
organization.
• Group: A group is something more than a mere aggregation of
individuals. The members act towards each other, and there is overall
impact of group on individual members.
• Participation: It rests on understanding and cooperation.
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Chapter 2 - History of Management
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Chapter 2 - History of Management
Gantt considered the psychological and social needs of workers. He perceived the
weight of the human element in productivity and approached the concept of
motivation as we understand it today.
He was the first person to look into the matter of human relations emphasizing
the importance of desires, attitudes, and feeling of the workers. He along with his
colleagues conducted Hawthorne experiments, an important landmark in the
history of the human relations movement.
George Elton Mayo was born in 1880 in Australia. He got his degree from
Adelaide University. He worked as a teacher. Then he studied psychology. He
became a lecturer at the University of Queensland after that. He went to USA in
1922. He joined as a researcher at the WHARTON Business School in the
University of Pennsylvania. Later he was selected in the graduate school of
Business at Harward University. He was a professor of industrial research there.
He was regarded as the founder and father of modern sociological and
psychological industrial research.
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Chapter 2 - History of Management
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Chapter 2 - History of Management
arguing or advising. The employees were asked to discuss freely those issues
which were relevant to the topics of their choice. Some of the major findings:
• Supervisors knew what the workers expected of them.
• Male workers were more economically oriented.
• A complaint of a worker is a symptom of personal disturbance in the
workplace.
• Many problems were due to emotional attitudes of workers rather than
objective difficulties in the situations.
• Satisfaction or dissatisfaction of an employee comes from his social status
and expected social rewards.
• The personal situation of the worker arises out of mode of his
sentiments, desires and interests.
• The individual behavior gets influenced by group behavior.
• Conclusion: The workers were activated by logic of sentiment but the
Management is concerned with logic of cost and efficiency.
Bank Wiring observation room experiments:
A group consisting of 14 male workers was formed. Out of these, 9 were
wiremen, 3 were solders and 2 were inspectors.
Hourly rate of wages was fixed on the basis of average output of each worker.
A group bonus scheme was announced. Group bonus was to be determined
on the basis of average group output. It was assumed that workers would
produce more and more in order to get maximum group bonus. Besides, the
workers would help each other to produce more. The company had not
improved the working conditions for this experiment.
Under this experiment, workers decided their target by themselves. The
company target was more than the target fixed by workers. However, workers
failed to achieve the target.
• Workers felt that if they produce more, a few workers among them
would lose their job.
• Workers felt that if they reached the standard level of production, the
management would raise the standard level of production further.
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Chapter 2 - History of Management
• The workers were friendly on the job as well as off the job. So the fast
workers protected the slow workers by slowing down their production.
They did it so that the slow workers would not lose the job.
• Workers were confident that the management would accept lower
production. Management seemed to accept lower production rate and
nobody was punished for lower production.
• Conclusion:
o An informal relationship is responsible for deciding human
behavior.
o The counseling was helpful in resolving management employee
conflicts.
o The existence of informal organization.
o The group had fixed standard output of their own only because of
social pressure.
o The output could not increase despite group incentive scheme as a
result of existence of social pressure.
Findings of Hawthorne Experiments:
• Social factors are responsible for deciding the level of output.
• Workers create groups different from official groups to overcome the
shortcomings of formal relationships. These groups determine the
norms of members’ behavior. If someone deviates from the group, he
will not be accepted by the group. Group behavior can influence the
individual behavior.
• Production level is determined by social norms, not by physiological
capacities. There is no direct relationship between production level and
working conditions.
• Workers are not motivated merely by money.
• The conflict arises since the objectives of management differ from
objectives of the workers “Informal” group.
• Leadership is important for directing group behavior. A superior is
accepted as a leader if his style is in accordance with human relations
approach, and his identification with group objectives.
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Chapter 2 - History of Management
Activity A
Go to the nearby manufacturing company and find out if the scientific
management is followed there in recruiting workers.
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Chapter 2 - History of Management
Activity B
Conduct time and motion study in your kitchen by using stop watch while your
mother is cooking food. Find out the unnecessary movements because of which
she is getting burdened and fatigued.
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Chapter 2 - History of Management
2.11 Summary
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3. A study relating to the fixing of working hours with rest periods to enable the
Workers to recoup the energy lost while performing the job.
a. Time study
b. Motion study
c. Fatigue study
d. Work study
5. Meaning of Therbligs
a. Standard times
b. Thermometers
c. Thermal power
d. Motions
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Chapter 2 - History of Management
Reference Material
Click on the links below to view additional reference material for this chapter.
Summary
PPT
MCQ
Video1
Video2
53
C HAPTER 3 - VISION , MISSION AND S TRATEGY
Principles of Management
Objectives
After studying this chapter, your ideas about vision and mission, objectives and
goals will be crystal clear and you will know the importance of targets, actions.
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Chapter 3 - Vision, Mission and Strategy
Structure
3.1 Vision statement
3.2 Mission statements
3.3 Strategy
3.4 Objectives
3.5 Goal setting
3.6 Targets
3.7 Action plans
3.8 Summary
3.9 Activities for the students
3.10 Self assessment questions
3.11 Multiple choice questions
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Chapter 3 - Vision, Mission and Strategy
Vision statement is written by looking ahead into the future. It aims at higher
achievable things. It is based on what the organization should strive for and
achieve in another five to ten years. Through various activities, the faculty is
guided to attain the vision. This acts as a powerful tool, a guiding star. When
personalized and truly owned, vision provides the incentive-the drive towards
fulfillment. It creates commitment, motivation and the drive for initiating the
mission, objectives, projects and tasks necessary to realize the vision.
Developing a vision may take a few weeks. Though this looks to be a long
time, it should be understood that it is a portrayal of what life could be five to
ten years from now. Time is allowed for dreaming and brainstorming along
with categorizing random thoughts to ensure a comprehensive and realistic
vision.
In today’s competitive environment, it is just not sufficient if we are a step
ahead of other institutes. It should be by leaps and bounds. To achieve this,
every institute needs to have a vision. They should start looking into the
future, predicting it, planning for it, and making it happen. Only this will
make the difference between dreaming things and making things happen.
Thus, vision is the result of dreams in action.
The gap between dream and action is filled with plan. How well we succeed
will depend upon depends on how well we plan. Planning sets the direction
and speed of the progress. Effective utilization of time and resources is a
needed perquisite. To survive in this global village, productivity is more
important than production. Effectiveness is more important than efficiency. It
is more important how effectively I utilize the fewer opportunities put forth
before me.
Vision is not the state of being but the process of becoming. Vision should be
something which is far fetching and not that which calls for a change every
day. It should be borne in mind that the vision statement is organization
specific.
According to Joel Barker,
• Vision should be initiated by top management
• Acceptable to everyone involved
• Complete: how, when, why and what
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• Future oriented
• Creative
• Setting high standards of excellence
• Inspiring enthusiasm and encouraging commitment
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• Reflecting uniqueness
• Very clear and challenging
It is found that when a vision is clearly stated, focus is there. People, who look
ten years ahead, succeed more rather than those who leave things to fate.
Continuous monitoring and feedback is necessary to find where the
organization is positioned with regard to its vision. It gives an indication of
progress of the organization.
The vision should be popularized among the employees by having it displayed
in all prominent places in the organization; having it printed on personal
items such as ID cards, pay slips etc. Top officials should promote the vision
statement frequently in personal and public talks. They must also own it and
live it.
Examples:
Vision Statement of our Welingkar Institute of Management, WE
School:
To nurture thought leaders and practitioners through inventive education.
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Examples:
Mission Statement of our Welingkar Institute of Management,
WE School:
Provide managerial talent with risk managing ability, passion for learning and
creative thinking and, values in rapidly evolving economic and social environment.
Develop alumni network of mutual benefit and keep alumni updated through
continuous learning and meeting.
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Customers: To strengthen the Tata brand and create lasting relationships with the
customers by working closely with business partners to provide superior value for
money over the life cycle.
Like a spark that ignites an engine, the foundation aims to empower individuals to
create an impact that will help communities stand on their own feet, through
employability training and techno-solutions.
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Mission statements are prepared to make the employees understand in clear terms
“HOW” to achieve the vision and “WHY” all this has to be done. It is a ROAD
MAP for achieving the vision. The mission statements act as a guiding force
encouraging the individuals to work towards reaching the vision.
3.3 Strategy
3.4 Objectives
Once the common vision and mission statements for the organization are made,
then it is for the different departments to contextualize these statements in their
working.
Every department should have well defined objectives. This will be based on why
the department exists and what are its broad expected outcomes. The objective of
the design department of an organization may be as follows:
• To design the product optimally using state of the art technology
• To design the product up to the delight of customers found and checked
using the state of art management tools
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To fulfill the objectives, it is necessary that the objectives are split into specifics.
The criteria may be functionality, action etc. These goals are for teams of people
involved.
As said earlier, the goals must be S-M-A-R-T as explained below:
1. Specific: We should be specific in our goal. E.g. I want to become a manager
is not a goal. What you want to accomplish in an organization is a goal.
2. Measurable: The goal must be measurable. E.g. I want to secure 95% marks.
3. Attainable: The goal must be achievable. Our resources are limited. So, if
you want to buy a flat in Mumbai and you have only 10 Lakhs, it is not possible to
buy a flat there.
4. Realistic: The goal must be realistic. We cannot dream to become a prime
minster when you have not yet become a corporator.
5. Time bound: Your goal should have a time limit such as I want to get
admission to a medical college during next year.
Continuous activity towards predetermined goals, set of disciplines with organized
activities, interdependence between customer and us will result in profits, goodwill,
team effort, proper decision making.
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3.6 Targets
Goals are meaningful and clear cut subsets of objectives. Goals are for a team of
people involved and may be long term in nature. But these should be made into a
few short term and person specific targets. Targets make individuals more
comfortable with what he has to do, and within what time frame he has to
accomplish the same. As every individual has a target, it should be written with
care and should reflect the vision and his job description, his potentials etc.
Detailed action plans have to be laid down next. This will assist individuals in
achieving the target. Also whenever there is a deviation to plan, it can be quickly
tracked and restored. Action Plans help in systematic study and presentation of
the process to achieve the targets.
3.8 Summary
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VISION:
MISSION:
OBJECTIVES:
GOALS:
TARGETS:
ACTION PLANS:
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Activity A
What is your personal vision for next 5 years? Make a mission statement detailing
how you will achieve it.
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Activity B
What is your personal target this year? What is your action Plan to achieve it?
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b. Purpose
c. Vision
d. Mission
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Reference Material
Click on the links below to view additional reference material for this chapter.
Summary
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Video1
Video2
71
C HAPTER 4 - SEVEN PROCESSES OF SCIENTIFIC MANAGEMENT
Principles of Management
Objectives
After studying this chapter, you will come to know the definitions of all the seven
processes of Scientific Management and you will have clear ideas before you begin
your detailed study about these processes.
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Structure
4.1 Planning
4.2 Organizing
4.3 Staffing
4.4 Directing
4.5 Coordinating
4.6 Motivating
4.7 Controlling
4.8 Activities for the students
4.9 Summary
4.10 Self assessment questions
4.11 Multiple choice questions
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4.1 Planning
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4.2 Organizing
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determines the paths through which communication should flow. The manager
would determine who should report to whom and how.
According to Henry Fayol, “Organization is of two kinds: Organization of human
factor, and organization of material factor. Organization of human factor covers
the distribution of work to those who are best suitable along with authority and
responsibility. Organization of material factor covers utilization of raw materials,
plant as well as machinery”.
Organizing function may also be defined as a process of integrating, balancing,
unifying, and coordinating the activities of employees and different organizational
departments for accomplishing predetermined objectives. The organizing function
involves:
• Determining and explaining the activities required to achieve planned
objectives
• Grouping the activities among different departments
• Assigning activities to individuals at specific positions
• Delegating the authority to individuals for carrying out activities
• Explaining the roles and responsibilities to individuals
• Laying down horizontal and vertical authority relationships throughout the
organization
Example of the process:
To elaborate the subject further, after planning is completed, we have to bring all
the resources together in a certain format, which makes easy for us to take actions.
As detailed earlier, there are four resources viz. men, machines, material and
money which have to be brought together in the proportion as per plan. When we
talk about organization, it is not only the organization of men, but also the
organization of machines, materials and money. Remember, after planning, we
should not jump to actions. Organizing is the function for preparing for action.
Before we start any action, the resources must be properly mapped.
As stated earlier, if we are managing an event like marriage ceremony, while
performing various activities like booking of hall, sending invitations, receiving
guests and putting them into hotels etc., we must ensure that proper time table,
schedule, allocation of work to various persons are done systematically and in
time. Otherwise, we will be stressed and then will make mistakes because of
leakage of energy.
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4.3 Staffing
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4.4 Directing
The actual performance of the work starts with the function of directing.
Direction includes guidance, supervision, and motivation of employees. Directing
involves influencing, encouraging, counseling, mentoring, and guiding the
employees to work towards the accomplishment of organizational objectives and
goals. In other words, directing refers to a process in which the managers instruct,
guide, and supervise the performance of employees to achieve predetermined
objectives and goals. It is regarded as the essence of the management process as
the success of all other management functions such as planning, organizing and
staffing depends upon the directing function.
Communication and coordination are the two important elements of the directing
function. Communication refers to verbal or non-verbal interaction between the
managers and subordinates. On the other hand, coordination is defined as an act
of enabling different individuals to work together for a common goal.
The directing function involves the following activities:
• Helping and guiding subordinates to achieve predetermined objectives and
goals.
• Ordering and instructing subordinates regarding the work assigned to them
• Educating subordinates regarding the methods of performing work efficiently
• Supervising the work being performed by subordinates
• Motivating subordinates to give their best.
According to Joseph Massie, “Directing concerns the total manner in which a
manager influences the action of his subordinates. It is the final action of a
manager in getting others to act after all preparations have been completed”.
Example of the process:
Directing is a process of top down approach. It is a vertical process in which
orders come from top for the subordinates to follow. Directing is person-centric.
That’s why we often see that one boss is very effective because of his proper
directions and the other one is not so effective because of his wrong way of
handling things.
I can cite examples of Mr. J.R.D.Tata, Ratan Tata, Narayan Murthy, Dhirubhai
Ambani whose crystal clear directions have created history in Indian industry.
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4.5 Coordinating
All the activities are divided group-wise or section-wise under organizing function.
Now, such grouped activities are coordinated towards accomplishment of
organizational objectives and goals. The difficulty of coordination depends upon
the size of the organization. It increases with the increasing size of the
organization. According to Knootz and O’Donell, “The last coordination occurs
when individuals see how their jobs contribute to the dominant goals of the
enterprise. This implies knowledge and understanding of enterprise objectives”.
Coordination is the management of interdependence in work situations. It is the
orderly synchronization or fitting together of the interdependent efforts of
individuals. For example, in a hospital, the activities of doctors, nurses, ward
attendants, and lab technicians must be properly synchronized if the patient is to
receive good care. Similarly, in a modern enterprise, which consists of a number
of departments, such as production, purchase, sales, finance, personnel etc., there
is a need for all of them to properly time their interdependent activities and to
effectively reunite the subdivided work. To coordinate is to keep expenditure
proportional to financial resources; equipment and tools to production needs;
stocks to rate of consumption; sales to production. It is to build the house neither
too big nor too small; adapt the tool to its use; the road to the vehicle; the safety
precaution to the risks.
In a well coordinated enterprise, the following facts are observed:
1. Each department works in harmony with the rest. Stores know what has to be
supplied and at what time; production knows its target; maintenance keeps
equipments and tools in good order.
2. Each department, division, and sub division is precisely informed about the
share it must take in the common task.
3. The working schedule of the various departments is constantly tuned to the
circumstances.
Example of the process:
Coordinating is a horizontal function. It creates linkages between different
verticals. Coordination is a choice whereas directing is compulsion of job. Not
many people like to coordinate the activities between various sections. It involves
talking to persons across the line to get certain things done. It creates linkages
between dissimilar functions. It unifies the work of one section with some other
section.
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4.6 Motivating
4.7 Controlling
Controlling is the last step of the management process but plays a crucial role
without which the whole management process is incomplete. It can be defined as a
function through which the actual and desired output is measured. If the actual
output differs from the desired output, the deviations are altogether removed or
minimized.
There are basically two types of control mechanisms, viz. pro-active and reactive.
The pro-active mechanism tries to predict future hurdles and solve them then and
there. The reactive approach tries to rectify the damage done to prevent any
similar loss in future.
The main steps in control function include:
• Establishing performance standards
• Measuring actual performance
• Determining the gap between set standards and achieved performance
• Taking corrective measures
An integral activity in the controlling function is feedback. Without appropriate
and valid feedback, no control measures can be successfully implemented.
Feedback about a particular plan can help in identifying areas of improvement.
The controlling function involves following activities:
• Bringing actual results nearer to the desired results
• Improving the performance level of all activities being performed
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• Regulating the use of all the resources for achieving planned objectives and
goals
• Regulating working behavior of employees for maintaining order and
discipline
• Checking distortions and deviations taking place in occurs in conformity the
system to make it more cost effective
If in the controlling step, there is a huge gap in the actual and desired
performance, the whole management process is revised.
According to Henry Fayol, “Control consists of verifying whether everything
occurs in conformity with the plan adopted, the instructions issued, and the
principles”.
Activity A
Visit a nearby company to find out how they have implemented the seven
functions of management, with emphasis on staffing and directing.
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Activity B
Prepare a write up on how you will control your organization, as a CEO.
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4.9 Summary
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Reference Material
Click on the links below to view additional reference material for this chapter.
Summary
PPT
MCQ
Video
84
CHAPTER 5 - PLANNING
Principles of Management
Objectives
After studying this chapter, you will get a thorough orientation about planning, the
first, foremost and most important function of management.
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Structure
5.0 Introduction
5.1 Steps
5.1.1 Analysis of external environment
5.1.2 PESTLE Analysis
5.1.3 Analysis of internal environment
5.1.4 SWOT Analysis
5.1.5 Determination of objectives
5.1.6 Determining planning premises and constraints
5.1.7 Examination of alternative courses of action
5.1.8 Weighing alternative courses of action and its selection
5.1.9 Establishing the sequence of activities
5.1.10 Formulation of action program
5.1.11 Determining secondary action plans
5.1.12 Securing participation of employees
5.1.13 Follow up and evaluation
5.2 Alternate Plans and Contingency planning
5.3 BCP
5.4 MBO
5.5 Forecasting
5.6 Activities for the students
5.7 Summary
5.8 Self assessment questions
5.9 Multiple choice questions
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Chapter 5 - Planning
5.0 Introduction
Planning can start only after the goals are set. Planning is nothing but time table
of events and activities for deployment of resources or resources to be put in
action in order to achieve predetermined goals.
Planning is essential in every walk of life. Everyone needs to plan to reach the
goals effectively. The period of planning could be short term, mid-term or long
term. The duration of long term can be only one year in case of banking whereas
in case of a large manufacturing plant such as steel plant short term itself could be
of two years.
We should first do the long term planning, and then do mid-term and then only
the short term planning. People generally tend to start action without any
planning. They make too much haste. Effective planning facilitates timely
achievement of objectives. It reduces tendency for you to fail.
Planning is an intellectual process. It requires humility. Past success may not
guarantee future success. Business environments have become very complex. We
must keep our mind and eyes open. Future is unknown to us. We have to think
differently all the times.
Planning is a process of thinking to choose a course of actions which helps to
achieve pre-determined objectives.
Every department, division and branch need to do their individual planning and
these individual plans are integrated into master plan of the organization.
As per Koontz and O’Donnel, “Planning is deciding in advance what to do, how
to do it, when to do it and who is to do it. It bridges the gap from where we are to
where we want to go.”
As per Henry Fayol, “Planning is deciding the best alternatives among others to
perform different managerial operations in order to achieve the pre-determined
goals.
Characteristics of Planning:
1. Planning is looking into the future.
2. Planning involves pre-determined line of action.
3. Planning discovers the best alternative out of available many alternatives.
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Advantages of planning:
1. Better utilization of resources
2. Helps in achieving objectives
3. Economy in operation
4. Minimizes future uncertainties
5. Improves competitive strengths
6. Effective control
7. Motivation
8. Cooperation
9. Promotes growth and improvement
10. Develops rationality among management executives
11. Prevents hasty judgments
12. Reduces red tapism
13. Encourages innovative thought
14. Improves ability to cope up with change
15. Create forward looking attitude in management
16. Development of efficient methods
17. Delegation of authority is facilitated
18. Anticipation of crisis.
Methods of Planning:
• Objective Plans (Basic Plans)
These are necessary for all types of planning operation.
• Standing Plans
These are policies and procedures, repetitive action and are ready guidelines for
recurring problems.
• Master Plans
These cover the complete course of action along with consideration of time and
energy. Mall plans are added together in an orderly way to speed up the course of
action. In terms of scope, plans may be either broad or detailed in character.
These plans could be made function-wise.
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The planning process is different from one organization to another. Given below is
a planning process which may be treated as commonly acceptable:
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Customers may cancel the orders, suppliers may not supply, there might be a
change in behavior of transporters, distributors, and also share holders.
• Demographic factors pertain to changes in the population size of a country,
geographic distribution of people, ethnic mix, income distribution, average age,
number of people in the family, etc.
• Technological factors pertain to a country’s reception to innovation.
Some national cultures discourage change while others embrace and support
it. A country’s reception to technology can make the country more
competitive, make it more business-friendly, and raise the standard of living of
its people. A country’s position on technology can change rapidly, especially if
there is a change within the governmental structure.
Change in technologies such as computers, ERP systems etc.
• Environmental Factors: There are very strict restrictions on emission and
other factor which create pollution of air, water, land etc.
PESTLE analysis is in effect an audit of an organization’s environmental
influences with the purpose of using this information to guide strategic decision-
making. The assumption is that if the organization is able to audit its current
environment and assess potential changes, it will be better placed than its
competitors to respond to changes.
To help make decisions and to plan for future events, organizations need to
understand the wider ‘meso-economic’ and ‘macro-economic’ environments in
which they operate.
The meso-economic environment is the one in which we operate and have limited
influence or impact.
Meso-economics is the bridge between macro economics and microeconomics.
The circular flow of the economy is influenced by meso-economics.
Competitions for online banking customers are intense among top U.S. banks;
because of increased unemployment, credit crisis and the overall poor health of
the U.S. economy. Marc Trudeau states “Americans have less cash, are spending
less and have experienced a significant decline in the value of their assets. There
are shifts in the way consumers manage their finances online.” Less frequent
visits to banking websites, has significant implications for banking marketers trying
to reach new customers.
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Consumer spending is at its all time low with the poor health of the U.S. economy.
However, Wal-Mart and Target are competing for consumers who spend less
money, because both companies are serious about keeping prices low. In
addition, Dollar General, Family Dollar and Radio Shack have reemerged their
low prices to compete with Wal-Mart and Target stores. This strategy stops Wal-
mart and Target from becoming a monopoly. Although low prices are important
to both stores, changes in brand images are the indicator of which store has
quality products for lower prices.
Essentially, in the two current events, the consumers are a representation of
microeconomics. The top U.S. banks, Target and Wal-Mart are
representations of macroeconomics. Competition and monopolies represent
the concepts of mesoeconomics that bridge the gap between microeconomics
and macroeconomics. Ultimately, meso-economics influences the circular flow of
the economy, due to the disaggregated entities that affect each other’s behavior.
The macro-environment includes all factors that influence an organization but are
out of its direct control.
An organization on its own cannot affect these factors, nor can these factors
directly affect the profitability of an organization. But by understanding these
environments, it is possible to take the advantage to maximize the opportunities
and minimize the threats to the organization. Conducting a strategic analysis
entails scanning these economic environments to detect and understand the broad,
long term trends.
A PESTLE analysis is a useful tool for understanding the ‘big picture’ of the
environment in which an organization is operating. Specifically a PESTLE
analysis is a useful tool for understanding risks associated with market (the need for
a product or service) growth or decline, and as such the position, potential and
direction for an individual business or organization.
A PESTLE analysis is often used as a generic 'orientation' tool, finding out where
an organization or product is in the context of what is happening outside that will
at some point affect what is happening inside an organization. The six elements
form a framework for reviewing a situation, and can also be used to review a
strategy or position, direction of a company, a marketing proposition, or idea.
Managers can monitor the environments through boundary spanning — a process of
gathering information about developments that could impact the future of the
organization. Managers can access information through a variety of sources:
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However, there are external factors in picture. There are opportunities and
threats. But these are subjective and imaginary ones. There is a story of a
salesman of footwear who went to Africa in 19th century for selling the shoes. He
found that nobody was wearing shoes and concluded that there was no market for
shoes there. Another salesman went there who concluded that since no one used
shoes, but they had purchasing power, and hence the market was a huge one.
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• Risk Impact/Probability Charts help you find this balance. With these, you
analyze the impact of each risk, and you estimate a likelihood of it occurring. You
can then see which risks require the expense and effort of risk mitigation. Business
processes that are essential to long-term survival – like maintaining cash flow, staff
support, and market share – are typically at the top of the list.
• Note that contingency planning isn't the only action that emerges as a result of
risk analysis – you can manage risk by using existing assets more effectively, or by
investing in new resources or services that help you manage it (such as insurance).
Also, if a risk is particularly unlikely to materialize, you may decide to do nothing
about it, and manage around it if the situation arises.
Contingency Planning Challenges
You should be aware of two common obstacles as you begin your contingency
planning process:
• People are often poorly motivated to develop a strong ‘Plan B’, because they have
so much of an emotional investment in the ‘Plan A’ that they want to deliver.
Stress that Plan B needs to be properly thought-through.
• There’s often a low probability of a crisis occurring, so people often don’t see
contingency planning as an urgent activity. Unfortunately, this can mean that it
gets stuck at the bottom of their To Do Lists as a task that never gets done.
Developing the Plan
Remember these guidelines when it's time to prepare your contingency plan:
• Your main goal is to maintain business operations – Look closely at
what you need to do to deliver a minimum level of service and functionality.
• Define time periods – What must be done during the first hour of the plan
being implemented? The first day? The first week? If you look at the plan in this
way, you're less likely to leave out important details.
• Identify the trigger – What, specifically, will cause you to implement the
contingency plan? Decide which actions you'll take, and when. Determine who is
in charge at each stage and what type of reporting process they must follow.
• Keep the plan simple – You don't know who will read and implement the
plan when it's needed, so use clear, plain language.
• Consider related resource restrictions – Will your organization be able to
function the same way if you have to implement Plan B, or will Plan B necessarily
reduce capabilities?
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Analysis:
A Business impact analysis (BIA) differentiates critical (urgent) and non-critical
(non-urgent) organization functions/activities. Critical functions are those whose
disruption is regarded as unacceptable. Perceptions of acceptability are affected by
the cost of recovery solutions. A function may also be considered critical if
dictated by law. For each critical (in scope) function, two values are then assigned:
After defining recovery requirements, each potential threat may require unique
recovery steps. Common threats include:
• Epidemic
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• Earthquake
• Fire
• Flood
• Cyber attack
• Sabotage (insider or external threat)
• Hurricane or other major storm
• Utility outage
• Terrorism/Piracy
• War/civil disorder
• Theft (insider or external threat, vital information or material)
• Random failure of mission-critical systems
Solution design: The solution design phase identifies the most cost-
effective disaster recovery solution that meets two main requirements from the
impact analysis stage.
Implementation: The implementation phase involves policy changes, material
acquisitions, staffing and testing.
Testing: The purpose of testing is to achieve organizational acceptance that the
solution satisfies the recovery requirements. Plans may fail to meet expectations
due to insufficient or inaccurate recovery requirements, solution design flaws or
solution implementation errors.
Maintenance:
Biannual or annual maintenance cycle maintenance of a BCP manual is broken
down into three periodic activities.
• Confirmation of information in the manual, roll out to staff for awareness and
specific training for critical individuals.
• Testing and verification of technical solutions established for recovery
operations.
• Testing and verification of organization recovery procedures.
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Issues found during the testing phase often must be reintroduced to the analysis
phase.
The essence of MBO is participative goal setting, choosing course of actions and
decision making. An important part of the MBO is the measurement and the
comparison of the employee’s actual performance with the standards set. Ideally,
when employees themselves have been involved with the goal setting and choosing
the course of action to be followed by them, they are more likely to fulfill their
responsibilities.
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Process of MBO
DEFINING ORGANIZATIONAL OBJECTIVES
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5.5 Forecasting
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-Bill of Materials
-Planned Order Release
-Purchase Orders
-Work Orders
-Rescheduling Notices
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Solved examples for calculating forecast by simple moving average method and
weighted moving average method.
A. Simple Moving average of three months method:
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Activity A
Consider that your brother or your sister is getting married and you have the
responsibility of making the event successful. Make the planning of the ceremony
by using the steps given.
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Activity B
Consider that your college is celebrating its Golden Jubilee and you are the
General Secretary responsible for making the event successful. Make a list of
objectives.
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5.7 Summary
Planning is essential in every walk of life. Everyone needs to plan to reach the
goals effectively. The period of planning could be short term, mid-term or long
term. The duration of long term can be only one year in case of banking whereas
in case of a large manufacturing plant such as steel plant short term itself could be
of two years.
We should first do the long term planning, and then do mid-term and then only
the short term planning. People generally tend to start action without any
planning. They make too much haste. Effective planning facilitates timely
achievement of objectives. It reduces tendency for you to fail.
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Reference Material
Click on the links below to view additional reference material for this chapter.
Summary
PPT
MCQ
Video1
Video2
Video3
115
C HAPTER 6 - ORGANIZATION
Principles of Management
Objectives
At the end of this chapter, you will be able to:
• Know the various aspects of organization, its functions, principles, and
characteristics.
• Understand difference between formal and informal organization
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Structure
6.1 Introduction
6.2 Functions of organization
6.3 Principles of organization
6.4 Nature or characteristics of organization
6.5 Importance and advantages of organization
6.6 Classification of organization
6.7 Process of organization
6.8 Organizational Chart
6.9 Theories of Organization
6.10 Activities for the students
6.11 Summary
6.12 Self assessment questions
6.13 Multiple choice questions
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6.1 Introduction
Here, the meaning of organization is the process and not the company. As you
know, there are seven functions of management. After the S_M_A_R_T goals are
fixed, the first and foremost function is planning, which we have discussed earlier.
After planning is completed, we have to bring all the resources together in a
certain format, which makes easy for us to take actions. As detailed earlier, there
are four resources viz. men, machines, material and money which have to be
brought together in the proportion as per plan. When we talk about organization,
it is not only the organization of men, but also the organization of machines,
materials and money. Remember, after planning, we should not jump to actions.
Organizing is the function for preparing for action. Before we start any action, the
resources must be properly mapped.
The word Organization is derived from the word organism. It means an organized
body with connected interdependent parts sharing common life. The human body
consists of hands, feet, eyes, ears, nose, fingers, mouth etc. These parts are
performing their work independently, and at the same time, one part cannot be a
substitute to another. If there is problem in one limb, the health of the body gets
affected. Similarly, if there is a problem in one section, the work of the whole
company gets affected.
Organization is a mechanism or structure which helps the activities to be
performed effectively. The organization is established for the purpose of achieving
the basic objectives. Whatever might be the business objectives, there is a need for
organizing. Organization comprises structuring the resources in a systematic
manner with a view to achieve the pre-set goals of any Endeavour.
Organization is the detailed arrangement of work and working conditions in order
to perform the assigned activities in an effective manner. The organization consists
of different departments. Each department performs its work independently and
cannot be a substitute for another.
As per Haney:”Organization is a harmonious adjustment of specialized parts for
the accomplishment of some common purpose or purposes.”
As per Allen, “The process of identifying and grouping the work is to be
performed, defining and delegating responsibility and authority and establishing
relationships for the purpose of enabling people to work most effectively together
in accomplishing objectives.”
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twenty five workers may work. The span of control enables smooth functioning of
the organization.
6.3.16 Principle of leadership facilitation:
The organizational set up may be arranged in such a way that the persons with
leadership qualities such as honesty, devotion, enthusiasm and inspiration are
appointed in key positions.
6.3.17 Principle of exception:
The junior officers should be disturbed by the seniors only when the work is not
done according to the plans laid down. It automatically reduces the work of
middle level as well as top level officers. The the top level officers will have more
time to frame policies and chalk out the plans of the organization.
6.3.18 Principle of flexibility:
The organizational set up must be flexible to adjust to the changing environment
of the business.
6.3.19 the Scalar principle:
The line of authority flows from the top level to bottom level. It also establishes
the line of communication. Each person has to know as to who is his superior,
from whom he has to receive orders, and to whom he is answerable. Each superior
must know what authority he has and over which persons.
6.3.20 Principle of simplicity and homogeneity:
The organization structure should be simple. It enables the staff members to
maintain equality and homogeneity.
It is necessary to understand a person who is working in the organization. If the
organization structure is complex, junior officers will not understand the level and
the extent of responsibility for a particular activity.
6.3.21 Principle of unity in direction:
The major plan is sub-divided into sub-plans which are taken by groups or
departments. All these groups have to cooperate to attain the main objectives by
implementing major plan.
6.3.22 Principle of joint decisions:
In the business organization, there are number of decisions taken by the officers to
run the business. If a complicated problem arises, more than one member
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examines the problems and takes decisions. Whenever the decision is taken jointly,
it gives a benefit for a long period.
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Organization creates the relationship between top level executives and lower level
staff members.
1. Facilitate administration
2. Increases efficiency of management
3. Facilitates growth and diversification
4. Ensures optimum utilization of material resources and human efforts
5. Adaptation of new technology
6. Places proportionate importance to the various activities of the enterprise
7. Encourages creativity and initiative
8. Facilitates coordination
9. Facilitates training and development of managerial personnel
10. Prevents the growth of secret, influence and corruption
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Determining activities
Grouping activities
Assigning duties
Delegating authority
Coordinating activities
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Classical theory
It was founded by F.W.Taylor, father of scientific management. This theory is
based on the following four principles:
Division of labor:
The production of a commodity is divided into the maximum number of different
divisions. The work of each division is looked after by different persons. Each
person is specialized in a particular work. In other words, the work is assigned to a
person according to his specialization and the interest he has in the work. The
division of labor results in the maximum production or output with minimum
expenses incurred and minimum capital employed.
Scalar and functional processes:
The scalar process deals with the growth of organization vertically. The functional
process deals with the growth of organization horizontally. The scalar principles
refer to the existence of relationship between superior and subordinate. In this
way, the superior gives instructions or orders to subordinates of various levels of
management and gets back the information from the subordinate regarding the
operations carried out at different levels or stages. This information is used for the
purpose of taking decision or remedial action to achieve the main objectives of
the business.
The scalar chain means the succession of domination by the superior on the
subordinate from the top to the bottom of organization. The line of authority is
based on the principle of unity of command which means that each subordinate
does work under one superior only.
Structure:
The organization structure may be defined as the prescribed patterns of work
related behavior of workers which result in the accomplishment of organizational
objectives. Specialization and coordination are the main issues in the design of an
organizational structure.
Span of control:
It means an effective supervision of maximum number of persons by a supervisor.
To summarize, classical theory emphasizes unity of command and principle of
coordination. Most of the manager’s time is wasted in coordination and control of
the subordinates. According to Lyndall Urwick, a superior can supervise a
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maximum of four members at higher levels and between 8-12 members at lower
levels to constitute an ideal span of control.
Characteristics of classical theory
• It is based on division of labor.
• It is based on objectives and tasks of organization.
• It is concerned with formal organization.
• It is based on coordination of efforts.
• Division of labor has to be balanced by unity of command.
• It fixes a responsibility and accountability for work completion.
• It is centralized.
Neo-classical theory
It is developed to fill up gaps and deficiencies in the classical theory and is
concerned with human relations movement. The study of organization is based
on human behavior such as how people behave and why they do so in a particular
situation. The main contribution of this theory highlights the importance of the
committee management and better communication. Further, this theory
emphasizes that the workers should be encouraged and motivated to evince active
participation in the production process. The feelings and sentiments of the
workers should be taken into account and respected before any change is
introduced in the organization. The classical theory was production oriented while
neo-classical theory was people oriented.
Contributions of neo-classical theory:
• Person should be the basis of an organization.
• Organization should be viewed as a total unit.
• Individual goals and organization goals should be integrated.
• Communication should move from bottom to top and from top to bottom.
• People should be allowed to participate in fixing work standards and decision
making.
• The employee should be given more power, responsibility, authority and
control.
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• Members usually belong to formal and informal groups and interact with
others within each group or sub-group.
• The management should recognize the existence of informal organization.
• The members of sub-groups are attached with common objectives.
Modern organization theory
This theory is composed of the ideas of different approaches to management
development. The approach is fully based on empirical research data and has an
integrating nature. The approach reflects the formal and informal structure of the
organization and due weightage is given to the status and roles of personnel in an
organization.
1. The modern theory studies the individuals in aggregates and the movement
of individuals in and out of the system.
2. It studies the interaction of individuals with the environment found in the
system.
3. It studies the interaction among individuals in the system.
Modern theories include the systems approach, the socio-technical approach and
the contingency or situational approach.
Systems approach:
It considers the organization as a system composed of a set of inter-related and
thus mutually dependent sub-systems, linking processes and goals.
Socio-technical approach:
It considers organization as composed of a social system, technical system and its
environment. These interact among themselves and it is necessary to balance them
appropriately for effective functioning of the organization.
Contingency or situational approach:
It recognizes that organizational systems are inter-related with their environment
and that different environments require different organizational relationships for
effective working of the organization.
The following are some of the essentials of modern theory:
1. It views the organizations as a whole.
2. It is based on systems analysis
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Activity A
Consider that you are responsible for organizing the event of your friend’s
marriage reception. Describe how you will organize the four M’s.
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Activity B
Describe the organization at the college where you did your graduation, focusing
on whether it was a formal or informal one.
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1. The work should be completed with minimum members, in less time, with
minimum resources and within the right time.
a. Principle of objective
b. Principle of efficiency
c. Principle of definition
d. Principle of authority
2. The line of authority flows from the top level to bottom level. It also establishes
the line of communication.
a. The scalar principle
b. The vector principle
c. Principle of unity of command
d. Principle of correspondence
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b. Machine
c. Material
d. Money
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Reference Material
Click on the links below to view additional reference material for this chapter.
Summary
PPT
MCQ
Video
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C HAPTER 7 - T YPES OF ORGANIZATIONS
Principles of Management
Objectives
At the end of this chapter, you will be able to:
• Have knowledge about line organization, functional organization, Line &
Staff organization, various aspects related to them, advantages/disadvantages.
• Committee organization, project organization, matrix and free form
organization, various aspects related to them, advantages/disadvantages.
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Structure
7.1 Introduction
7.2 Line, military or scalar organization
7.3 Functional organization
7.4 Line and staff organization
7.5 Committee Organization
7.6 Project Organization
7.7 Matrix Organization
7.8 Free form Organization
7.9 Case examples
7.10 Activities for the students
7.11 Summary
7.12 Self-Assessment Questions
7.13 Multiple Choice Questions
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7.1 Introduction
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Line organization is the simplest and the oldest type of organization followed in
the company. Under this organization, each department is generally a complete
self-contained unit. A separate person will look after the activities of the
department and he has full control over the department.
There are certain powers which will be given to the line executives to take
decisions whenever a need arises. He communicates his decision and orders to his
subordinates. The subordinates, in turn, communicate the decisions to those who
are immediately working under them.
Such decision making authority flows from top management level to the bottom.
The top management people have greater decision making authority than the
bottom level executives. In this type of organization, an executive is independent
of other executives of the same level, say departmental heads. In other words, the
same level executives do not give or receive orders amongst themselves. But they
receive orders from their immediate boss – General Manager – and give orders to
their subordinates. It is clear that all the departmental heads are responsible to the
general manager, who, in turn, is responsible to the Board of Directors.
Since this type of organization is followed in the Army, it is also called as military
organization. Under this organization, the line of authority flows from top to
bottom vertically. So, it is called line organization.
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Under functional organization, various specialists are selected for various functions
performed in the organization. These specialists attend to the work common to
different functions various departments. The workers receive instructions from
various specialists. The specialists work at supervision level. Thus the workers are
accountable to not only one specialist but also to the specialist from whom
instructions are received. F.W.Taylor advocated this organization as a point of
scientific management. In this type of organization, directions of work are
decided by functions, and not merely by authority.
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3. Functional authority has a right and power to give command throughout the
line with reference to his specified area.
4. The decision is taken only after making consultations with the functional
authority relating to his specialized area.
5. The executives and supervisors discharge the responsibilities of functional
authority.
In the above diagram, various specialists are mentioned as follows:
1. Route clerk:
He fixes the route through which each work should travel up to the stage of
completion.
2. Instruction card clerk:
He is expected to draft instructions to workers on the basis of the route fixed
by the route clerk.
3. Time and cost clerk:
He fixes the standard time and cost incurred for each work. He gives
instructions to workers to record the time actually spent by them and actual cost
incurred for completion with reference to the standards.
4. Gang boss:
This worker is expected to see the various machines and materials kept ready
for workers to perform the work.
5. Speed boss:
He advises the workers to complete the work within the standard time
considering the speed of the machines. Further, the speed boss sees whether each
work is completed in time or not.
6. Inspector:
The inspector checks up the quality of each work and certifies it as standard.
Actually, the accuracy of work is checked with reference to the specification.
7. Repair boss:
His work starts only after the actual work is performed by the workers. He is
concerned with upkeep of machines and equipments. It means that his
responsibility is maintenance of machines.
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8. Disciplinarian:
He implements the rules and regulations of the entire organization. He is a
peacemaker of the organization. He also checks whether each work is performed
in a systematic and perfect manner.
The Route clerk, Instruction card clerk and Time & cost clerk work in the
planning department. The gang boss, speed boss, inspector and repair boss belong
to the factory section. The disciplinarian is not a staff of any section but is
responsible for workers’ conduct.
Advantages of functional organization:
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Poor administration
Suitability:
It is very suitable to a business unit which is engaged in manufacturing activities of
special processes.
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In order to reap the advantages of both the line organization and functional
organization, a new type of organization is developed, which is line and staff
organization. In this, the disadvantages of line as well as functional organization
can be avoided to some extent.
The line officers have the authority to take decisions and implement them to
achieve the objectives of the organization. The line officers are assisted by the
staff officers while framing the policies and plans and taking decisions.
In the fast developing technical world, the line officers are not in a position to
acquire the technical knowledge. E.g. for taking decisions in production, technical
knowledge is needed to take correct decisions. This gap will be bridged by staff
officers who are experts in a particular field. The line officers can get expert advice
from the staff officers before taking any final decisions.
Thee authority flows from top level to the lower level of the organization through
the line officers while the staff officers attached to the various departments advise
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the departments. The staff officers do not have any authority to control anybody
in the organization. Further, the staff officers are not in a position to compel the
line officers to follow the advice given by them.
Each department is headed by a line officer who exercises full authority regarding
planning, implementation and control of workers under him with the help of staff
officers. The workers get instructions only from line officers. Hence there is unity
of command and specialization.
Types of staff:
1. Personal staff:
Personal staff means a person who assists another person in the performance of
work effectively. This type of a person is appointed at the top level of
organization. The personal staff members do not supervise the subordinates of
line officers.
2. Specialized staff:
The specialized staff members render service to the line officers at all levels of the
organization.
3. General staff assistant:
They are a group of persons who are rendering service as advisors to top
management in specific matters. The primary feature of the general staff is that
they give advice regarding overall plans and policies of the organization. But they
are not specialized in any area.
Functions of staff officers:
• The staff officers assist the line officers in the planning of business activity.
• The board of directors frame the policies of the business on the basis of
recommendations given by the staff officers.
• The managers can get the advice from the staff officers regarding the selection,
training, placement and remuneration fixation of the personnel.
• The staff officers give advice regarding the method of improving the product,
the technique of reducing the cost of production, increasing the profits of the
concern etc.
• The staff officers prescribe the procedures to be followed by the line officers in
the execution of policies and programs.
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5. Some line officers are not ready to ask for any advice from the staff officers
6. The line officers do not exploit the full services of the staff officers.
7. The line officers dissuade the management from giving authority to staff
officers to implement new schemes.
Solution to the conflict between line officers and staff officers
1. Both line officers and staff officers should clearly understand the nature of
relationship prevailing between them.
2. A separate staff member should be appointed to bring about co-operation
between the line officers and staff officers.
3. The line officers should be encouraged to use the advice of staff officers.
4. Only qualified persons should be selected and placed as staff officers.
5. The line officers should convince the staff officers if their advice is not
accepted.
6. The responsibility for results could be fixed on both line officers and staff
officers.
7. Some line officers may resist the change, when it is the duty of staff officers to
encourage the line officers to participate in the proposed scheme of change.
8. Only experienced persons alone should be promoted as line executives.
9. The staff officers can give full credit to the line officers for the results
obtained.
10. Remove the fear of both line officers and staff officers whether the new ideas
of advice would be properly put into use of not.
11. If the favourable results are obtained, the line officers may appreciate the
staff officers.
12. A special privilege may be given to the line officers to reject or accept the
advice given by the staff officers.
Advantages of Line and Staff Organization
1. It facilitates the workers to work faster and better.
2. Specialization is attained when the staff officers concentrate on planning
function and the line officers concentrate on execution function.
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3. It enables the organization effectively utilize the staff officer’s experience and
advice.
4. The line officers can take sound decisions with the help of proper advice from
the staff officers.
5. A new technology or a new procedure may be introduced in the organization
without any dislocation.
6. A new variety of responsible jobs can be given to skilled workers.
7. The work of line officers would be reduced to some extent if they were
relieved of the work of taking divisions.
8. It promotes the efficient functioning of the line officers.
9. The Principle of the unity of command is followed in the line and staff
organization. Hence, the line officers can maintain discipline among the workers
and exercise control over the workers.
10. A very good opportunity is made available to the young person to get
training.
Disadvantages of Line and Staff Organization
1. If the powers of authority pertaining to the line officers and staff officers are
not clearly defined, there may arise confusion throughout the organization.
2 . It is very difficult to control the line officers to when they reject the advice of
the staff officers.
3. The line officers may reject the advice without assigning any reasons for their
action.
4. The staff officers may under-estimate the authority of line officers. The
reason is they are superior the line officers.
5. The staff officers are not involved in the actual implementation of the
program. Therefore, it is not obligatory on their part to give advice with care and
caution.
6 . The staff officers are not responsible if favourable results are not obtained.
7. It requires the appointment of staff officers who are specialized in various
areas. It increases the administrative expenses of the organization.
8 . There is no authority to the staff officers to compel the line officers to accept
and implement the advice given by them.
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In the modern business world, a single person alone cannot perform some
administrative tasks when two or more persons are required to perform the same
administrative task collectively. It shapes into a committee of an organization. A
committee is group of persons to whom certain managerial functions are assigned
and from whom some advice or recommendation are expected.
According to Hicks,
“A committee is a group of people who meet by plan to discuss or make a decision
for a particular subject.” The top management fixes the duties, responsibilities and
authority and the committee is accountable to the management.
Terry has defined the committee as “Body of persons elected or appointed to meet
on an organized basis for the discussion and dealing of matters brought before it.”
Webster’s New International Dictionary defines committee as a, “Body of persons
appointed or elected to consider, investigate or take action upon and usually
repose concerning some matter or business, as a court, legislative body or a
number or persons.”
Haimahh has defined a committee as a “group of persons either appointed or
elected who are to meet for the purpose of considering matters assigned to it.”
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Types of Committees
1. Advisory committee (or) problem solving committee
This committee examines the problems which are referred to it.
If a committee is requested to solve a given problem, it should give the best
solution. The reason is that committee members have wide knowledge, offer
different opinions and suggest approaches to solve a problem, before solving a
problem the problem is analyzed by the committee after considering the pros and
cons of the proposed solutions.
2. Fact-finding committee
This type of committee is formed only of the purpose of collecting information
on a particular subject. A detailed report is submitted with recommendations to
the management . This is the most common committee formed in any
organization.
3. Action committee (or) executive committee
This committee consists of line officers. This committee can take the decisions and
it has power to implement the decisions. The committee is permanent in nature.
Board of Directors of a company is the best example for the Action committee.
Functions of a Committee
1. Collect the necessary information from different sources and arrange the
information orderly.
2. The collected information is critically analyzed.
3. Draft a detailed report containing the recommendation for the purpose of
implementation.
4. Formulate the standard of performance for the purpose of evaluation of
actual performance in future.
5. Take a decision if the committee is requested to do so.
6. Framing the policies if the organization.
7. The committee can select personnel or carry out the business operations.
8. Directing and controlling the officers at regular intervals to achieve the goals
said above.
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11. The decision taken by the committee reveals the feelings, ideas and thoughts
of all the members of the committee. The decision is taken only after obtaining
the approval of all the persons who are participating in the decision-making.
12. Sometimes the decision is arrived at after getting the approval of the majority
of the members participating in the decision making. Therefore, the committee
follows a democratic process in the decision-making.
13. Even if a person is opposed to the decision taken, he may accept the decision
taken by the committee. He will act so, even though he will not be compelled to
accept the decision. It means voluntary acceptance on the part of the concerned
persons.
14. Committee members are requested to express their views, ideas and feeling
freely. It will minimize the clashes of interests among the employees of the
organization. The discussion may be pertaining to wages, salary, bonus, welfare
schemes and the like.
15. The line executives are included in the committee for decision-making. It
prevents the line executives from feeling that they are not consulted while taking
decisions.
16. If any problem is to be solved by the committee, it can be done by following
the principle of division of labor. Each committee member can analyze the
problem from various angles at the same time and arrive at fruitful solution.
17. An individual is empowered to take decision and implement it when he has
full authority and responsibility. In other words, there is a concentration of
authority and responsibility. Concentration of authority and responsibility is
avoided in the committee organization. In this organization, all the members of
the committee have authority and responsibility.
18. Normally, the committee is formed with the interested persons of the
organization.
Disadvantages of Committee Organization
1. Men from various fields are included in the committee. Each member
expresses his own ideas and decisions or solutions. It results in delay in taking a
decision.
2. It increases the administrative expenses of the organization. Expenses are
incurred whenever the committee is convened for solving a problem or taking a
decision.
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The number of members of a committee should not be too large or too small.
Only necessary members should be included in a committee. The members who
are working at executive levels should not be members of more than three
committees. The ideal number of members of a committee is 6 to 8.
3. Selection of meetings
The success of a committee depends upon the members of a committee.
Therefore, the management should be very careful while selecting a member of a
committee. Due weightage should be given to skill, knowledge and experience of
the person while selecting a committee member.
4. Role of committee
The authority and responsibility of a committee should be clearly laid down, so
that the members of a committee will act according to the regulations of the
committee formed.
5. Role of Chairman
Great care should be taken while selecting the chairman at a committee.
Sometimes, the chairman of a committee may be selected by the committee
members or nominated by the management. The chairman should act as a man
to whom every member at the committee could have easy access and he should
encourage the members and extend his cooperation to everyone of the members
of the committee.
6. Preparation for a meeting
The committee meeting should be periodically convened so as to take prompt
decisions and actions to tackle the problems of the management. The flow of
work should be maintained by taking correct decisions. It is desirable to collect
essential information necessary to take a decision.
7. Follow-up
The minutes of the meeting should be intimated to all the members of a
committee. The follow-up procedure is also carried on for the purpose of ensuring
proper implementation of the decisions.
8. Evaluation
The functioning of the committee should be periodically evaluated. If any need
arises, certain members may be included in or excluded from the committee. The
benefits accruing the committee should overbalance the expenses incurred for the
functioning of committee.
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Project Organization
The idea of project organization was developed after the Second World War. This
organization is developed to eliminate the defects of functional organization.
Delay in taking in decisions and lack of co-ordination are some of the defects of
functional organization.
Project organization is designed to accomplish a program or project. The project
organization is dispensed with after the accomplishment of a program or project.
The project organization is composed of a core of functional departments in
addition to its specific programs or projects. In other words, project organization
consists of important functional departmental heads.
A project organization is suitable for the accomplishment of a small number of
large projects. According to Middleton, “A project organization can also be the
beginning of an organization cycle. The project may become a long-term or
permanent effort that eventually becomes a program or branch organization. The
latter may, in turn, become separated from the parent organization and be
established as a full-fledged product division functionally organized.”
Features of Project Organization
1.The success of the project organization depends upon the co-ordination of
activates.
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according to the situations prevailing in the business world. When there is change
of structure of Free Form Organization, no task is assigned to it specifically. But
tasks are assigned to superiors and subordinates according to their level of
experience and competence. Therefore, the authority is available to the persons
according to their competence in performing the given task under this
organization.
There is no channel of communication due to the absence of a formal structure in
the Free Form Organization, So, the communication flows in any direction viz.,
upwards, downwards, and horizontally.
Dow Chemicals
Dow Chemical and Du Pont of USA, ICI of great Britain, BASF, Hoechst and
Bayer of Germany are the handful major players who compete head to head. The
environment of severe recession, free flow of chemicals etc ushered in intense
price competition. The company that won the race was Dow Chemical which had
lowest costs.
Dow Chemical managers believed that some credit for the success belonged to the
matrix organization. The organizational matrix had three interacting elements:
• Functions such as R&D, manufacturing, marketing
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Activity A
Based on a manufacturing industry, study the types of problems a staff officer and
a line officer can have. Make suggestions to them as to how they can resolve the
problematic issues.
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Activity B
If you were CEO of DOW, how would you have handled the issue there?
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7.11 Summary
The success of the organization depends upon the experience and competence of
the officers of the organization. There is also necessity of chalking out the line of
authority among the people who are working in an organization to achieve the
desired results. A few types of organization find a place in the structure of internal
organization.
• Line organization
• Functional organization
• Line and staff organization
• Committee organization
• Project organization
• Matrix organization
• Free form organization
1. Write about the conflicts between line and staff officers and about how they
can solve them.
2. Talk about the types of committee organizations and discuss their merits.
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Options:
a. Line and staff organization
b. Matrix organization
c. Line organization
d. Functional organization
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d. Staff organization
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C HAPTER 8 - S TAFFIN G
Principles of Management
Objectives
At the end of the chapter, you will be able to:
• Have good knowledge about staffing, its functions, process, proper staffing, its
advantages
• Learn about recruitment, internal and external sources
• Know about selection, its importance, stages
• Understand about tests
• Know about interview, kinds, process and principles
• Know about promotion, transfer and job rotation
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Structure
8.1 Introduction
8.2 Definitions
8.3 Elements of staffing
8.4 Objectives and functions of staffing
8.5 Processes in staffing
8.6 Proper and effective staffing
8.7 Recruitment
8.8 Selection
8.9 Tests
8.10 Interview
8.11 Promotion, transfer, job rotation
8.12 Case example
8.13 Activities for the students
8.14 Summary
8.15 Self-assessment questions
8.16 Multiple choice questions
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8.1 Introduction
the company; on the other hand, they are the investment for the future. For
ensuring that the right people are hired, top management must get involved in the
process.
8.2 Definitions
Staffing is: “The process involved in identifying, assessing, placing, evaluating and
directing individuals at work.”
“Staffing function is concerned with the placement, growth and development of
all those members of the organization whose function is to get things done
through the efforts of other individuals.”
While performing the staffing function, the manager has to see that men are fit for
jobs and jobs are not altered for men. The major elements of staffing are:
1. Effective recruitment and selection
2. Proper classification of personnel and pay fixed to them.
3. Fitment through placement. Right man for the right job.
4. Adequate and appropriate training for development.
5. Satisfactory and fair transfer and promotion
6. Sound relationship between management and workers. Harmonious
human relations.
7. Adequate policy and provision for retirement.
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1. Manpower planning:
The short term manpower planning may achieve the objectives of the company at
present conditions. The long term manpower planning should be concerned with
the estimation of staff members required in future.
2. Development:
It is concerned with the development of staff members through and adequate
training programs. The training is given to the needy persons. It is also concerned
with the development of the organization itself through the development of
manpower.
3. Fixing the employment standards:
It involves job specification and job description. These enable the management to
select the personnel and train them adequately. Job description is a systematic and
organized written statement of the duties and responsibilities in a specific job. Job
specification is a statement of personal qualities that an individual must possess if
he is to successfully perform the job.
4. Sources:
It is concerned with the method by which the staff members are selected. The
sources may be internal and external ones. Internal source means that a vacancy is
filled up by the company from the available staff members. The external source
means that a vacancy is filled up by the company from outside of the company.
The selected person could be unemployed or working in some other company.
5. Selection and placement:
It includes the process of selection of the staff members. The placement includes
giving a job to a person on the basis of his ability, education, experience etc.
6. Training:
It can be arranged by the company itself. In certain cases, the staff members may
be sent out by the company to get the training. The expenses are borne by the
company. The training may be required not only by the new staff members but
also by the existing staff members.
7. The other functions are coordination, promotion, transfer, maintenance of
employee records, rating of employees, motivation etc.
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Proper staffing means providing adequate qualified staff members for the purpose
of effective functioning of organization. Top management is responsible for
effective functioning, hence, the chief executive or the general manager
undertakes this function. Involvement of top management is absolutely necessary.
Identifying appropriate staff members is a difficult and challenging task and it
requires special skills. Due to complexity of the process, it is sometimes outsourced
to expertise in staffing.
Advantages of proper staffing:
1. It helps in recruitment of efficient staff members.
2. It helps the proper placement of staff members according to their ability.
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8.7 Recruitment
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them, conducts interviews, and selects the candidates. He receives fees from the
company for his service.
13. Educational institutions:
Universities, colleges and institutions are formed to offer specific courses. The
educational institutions make an arrangement for campus interview. The business
concerns come to the campus of the educational institutions to recruit the students
for various posts. The selected students are told to join the post after completing
the course.
14. Waiting list:
The business concern prepares a waiting list of the candidates who have already
been interviewed. Whenever a vacancy arises, it can be filled from candidates out
of the waiting list.
15. Unsolicited applicants:
This means the application received from the candidate through mail. If there is
any vacancy, the candidate may be recruited if found fit for the job.
16. Jobbers and contractors:
The casual vacancy may be filled by the company through the jobbers and
contractors. Normally unskilled candidates are appointed in this way.
17. Field trips:
A company may send a group of experts to the cities where the various kinds of
candidates required by the company are available. In this case, a prior
advertisement about date, time and place of the interview is issued in newspapers.
18. Leasing:
Before recruiting the staff members, the period of service is fixed by the company
and it is conveyed to the staff members.
Advantages:
1. Choice: A company recruits a person out of a large number of applications.
The plus and minus points of each and every candidate is taken into consideration
and the best candidate is selected.
2. New outlook: A new approach of the recruited employee may solve some
existing problem which will give benefit to the company.
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8.8 Selection
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Selection Process:
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8.9 Tests
1. Temperament test:
To measure the likes, dislikes and habits of an individual. It is helpful to find out if
the individual can put himself in a society or not.
2. Achievement test (Performance test or trade test):
To measure the knowledge for performing the work assigned to an individual.
Sometimes the achievement test is conducted theoretically, i.e. the answers are
received by putting the questions to the individual. E.g. an accounting test may
measure the accounting performance of an accountant in terms of accuracy and
neatness.
3. Interest test (Vocational test):
To discover the individual’s interest in having the work assigned to him. Interest of
an individual may be relating to outdoor activities, accounting, clerical, social
service etc.
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4. Intelligence test:
To measure the mental ability, capacity and general awareness of the individual.
The most common intelligence tests used for management purposes are group
tests, individual tests, self evaluation tests, self administered tests, performance
tests, verbal comprehension, word fluency, memory, inductive reasoning, test of
reasoning, number facility, speed of perception etc. It is conducted age-wise. If the
management selects highly intelligent people, its training process is easy and
training expenses are low.
5. Personality test:
It is conducted to measure courage, initiative, emotion, confidence, reaction,
ability to mix with others, ability to motivate, general behavior of the individual,
cheerfulness, leadership, patience, and domination of character.
6. Situational test:
It is conducted to measure the reactions of the applicants to a particular situation.
Besides, the applicant’s ability to succeed in his job in this situation is also
measured.
7. Judgment test:
It is conducted to measure the ability of an individual in applying the knowledge,
intelligence and experience to solve the problems presented before him.
8. Efficiency test (dexterity test):
It is used to know how quickly and efficiently an individual uses his hands to
accomplish the work assigned to him.
Advantages:
1. Tests help the employer to find whether a candidate is fit for the job.
2. Tests help in checking candidate’s claims in respect of his qualification,
experience etc.
3. Tests avoid the scope for personal preference of a particular candidate.
4. Standards of job performance can be established with the help of the test.
5. Labor turnover can be reduced.
6. Tests reduce cost of selection and placement.
7. Tests highlight the hidden talents.
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8.10 Interview
Principles of interview:
1. The management should define the specific objectives of an interview.
2. The management has to prepare the procedure for the interview to achieve
the objectives.
3. The interviewers should ask only the questions related to the job to be filled.
4. The interviewer should create a rapport with interviewee before starting the
interview.
5. The interviewees are to express their opinions or views freely without any
hesitation.
6. The tension or nervousness of the interviewees is to be removed by the
interviewer.
7. The interviewer should listen to the answers given by the applicants carefully.
8. The evaluation of performance of the applicant is to be done immediately
after the interview is over.
9. The interviewer should thank the applicants while closing the interview. This
carries much better impression about the interview and the interviewer.
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Process of interview:
Kinds of interview:
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1. Direct interview:
Straight questions are put before the applicant to get answers from them. Face to
face conversation.
2. Indirect interview:
Questions are not raised but the applicant is asked to express his views freely on
any topic as he likes. By this the personality is easily assessed.
3. Patterned interview:
A number of standard questions are framed well in advance which are to be put
before the applicant. The answers are written near the questions. These are used
for verification purpose when answers are given by the applicant during the
interview.
4. Stress interview:
Irritating questions are put before the applicant by the interviewer. If any
applicant gets angry then he is considered as unfit for the job.
e.g.”How many legs an eight legged insect have?” or “Mr. Laxman, what is your
name?”
5. Systematic in-depth interview:
Under this type of interview, the interviewer asks any one question initially. Then
he proceeds step by step to get an integrated view of the skill and personality of
the candidate.
6. Board or panel interview:
A group of persons ask the applicant questions in the area of interest of the
applicant. Immediately after the interview, they evaluate the performance of the
applicant based on his answers.
7. Group Interview:
It may be otherwise called group discussion (GD) or house party technique. A
number of applicants are interviewed simultaneously. A common topic is
presented before the group. One group consists of six to eight members. Each
applicant is allotted a number. They may call other members of the group by
calling the concerned member’s number. They are not allowed to use their names.
The applicants are selected or rejected on the basis of performance in group
discussion.
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McDonald’s
The executives of McDonald’s find that recruiting is a tough sell. The industry is
taking a beating from an increasingly health conscious society. Equally
troublesome is a further decline in the image of employment in a fast food
restaurant. A job in this company is a low paying, low prestige, dead end, mindless
service job in which the employee’s work is highly regulated.
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McDonald’s has tried to improve its employment image by improving wages and
adding some employee benefits. A few years ago, it created the “I’m loving it”
campaign, which aimed at a positive image of the golden arches for employees as
well as consumers. The campaign had some effect, but the McDonald’s executives
realized that a focused effort was needed to battle the company’s image.
Now the company is fighting back with a “My First” campaign to show the public
and prospective job applicants that working at McDonald’s is a way to start their
careers and develop valuable life skills. It is a TV commercial showing successful
people from around the world whose first job was at fast food restaurant.
McDonald’s also hopes that the new campaign will raise employee pride and
loyalty and the word of mouth campaign of the employees would recruit more of
their friends and acquaintances in the company.
So far, the campaign has got the desired result. The company’s measure of
employee pride has increased by 14%, loyalty scores are up by 6% and 90-day
employee turnover for hourly staff has dropped by 5%.
For many years, it has been an innovator in recruiting retirees and people with
disabilities. The most recent innovation at McDonald’s called the family contract,
allows wives, husbands, grandparents and children over the age of 16 to swap
shifts without notifying management. It is potentially a recruiting tool because
family members can now share the same job and take responsibility for scheduling.
Even with these campaigns and human resource changes, some senior executives
feel that entry-level positions are not a lifestyle job. Most of the workers are
students who are doing a complementary job.
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Activity A
In order to reduce the attrition rate in IT industry, what kind of promotion,
transfer and job rotation policy you will recommend?
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Activity B
Rate all the interview processes on the scale of 1 to 10. Which interview process
gets highest rating and why?
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8.14 Summary
1. The period of service is fixed by the company and it is conveyed to the staff
members.
a. Field trips
b. Leasing
c. Waiting list
d. Advertisements
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4. Placement of the employee for a better job which results in extending prestige,
Salary and powers.
a. Transfer
b. Promotion
c. Increment
d. Recruitment
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C H A P T E R 9 - D E PA R T M E N TAT I O N
Principles of Management
Objectives
At the end of the chapter, you will be able to have knowledge about
departmentation, related various aspects, need for departmentation, factors,
departmentation by various parameters.
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Chapter 9 - Departmentation
Structure
9.1 Introduction
9.2 Process of departmentation
9.3 Need and importance of departmentation
9.4 Factors in departmentation
9.5 Basis of grouping diverse activities
9.6 Patterns of departmentation
9.7 Activities for the students
9.8 Summary
9.9 Self assessment questions
9.10 Multiple choice questions
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9.1 Introduction
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utilized fully. It should not happen that in one department, people are idling and
there is no sale and the resources are underutilized.
Another example is of a big finance company. It expands and creates many
branches in the same city. However, it is found that half of the branches do not
have any footfall. The resources viz. men, materials and machines are idling. Then
the business will be in a loss. It can be like that proverb:”Operation successful,
patient dead.”
As per Koontz and O’Donnell, departmentation is a process of dividing the large
monolithic functional organization into small and flexible administrative units.
Departmentation refers to classification of activities on operations of an
undertaking into functionalized categories.
Departmentation is very essential in the modern business world. All the business
activities cannot be looked after by a single individual. The classified activities
bring in specialization and managerial convenience. It ensures suitable span of
control. It ensures proper directions to personnel and control on them.
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Chapter 9 - Departmentation
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Chapter 9 - Departmentation
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1. Departmentation by functions
Advantages
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Disadvantages
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Chapter 9 - Departmentation
Advantages
Disadvantages
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Chapter 9 - Departmentation
This type of departmentation may be suitable for a business unit which is wholly
dispersed. The business activities are grouped area-wise and a single person is
made in-charge of the respective area. The local persons are appointed as
salesmen in each area. It helps the business unit to increase the sales. The reason is
that the local person is familiar with the local language, culture and preferences of
the customers.
Advantages
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Disadvantages
4. Departmentation by customers
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Chapter 9 - Departmentation
Advantages
Disadvantages
5. Departmentation by process
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Chapter 9 - Departmentation
Advantages
Disadvantages
1. It involves heavy cost of operation since separate places have to be given for
operation and other facilities.
2. More specialists are essential to each process.
3. It does not give good training to staff members and there is lack of overall
development of the managerial talents.
6. Departmentation by time
The business activities are grouped together on the basis of time of the
performance. If the work is not completed within the normal working hours, extra
time is be given to complete it after the normal working hours. Only interested
persons are told to do the job and one person is responsible to supervise them.
Whatever be the work performed after the normal working hours, a separate
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7. Departmentation by numbers
Small groups perform similar duties. Each group is supervised by a supervisor. E.g.
in army, soldiers are grouped into squads, battalions, companies, brigades and
regiments on the basis of allotment of men to each unit. The principles of span of
management span of control or span of supervision is used under this type of
departmentation.
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Activity A
Visit a nearby company to find out their pattern / basis of departmentation.
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Activity B
Prepare a write up on departmentation by marketing channels, because it has
grown in importance as business has become increasingly market oriented. Visit a
nearby company to find out how they are doing this.
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9.8 Summary
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5. In army, soldiers are grouped into squads, battalions, companies, brigades and
regiments. This is the departmentation by:
a. Process
b. Function
c. Time
d. Numbers
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C H A P T E R 10 - D I R E C T I N G : V E R T I C A L P R O C E S S
Principles of Management
Objectives
At the end of this chapter, you will be able to have knowledge about direction and
its principles, characteristics of good order.
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Chapter 10 - Directing: Vertical Process
Structure
10.1 Introduction
10.2 Principles of directing
10.3 Issuing orders or instructions
10.4 Characteristics of a good order
10.5 Techniques of directing
10.6 Importance of directing
10.7 Activities for the students
10.8 Summary
10.9 Self assessment questions
10.10 Multiple choice questions
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Chapter 10 - Directing: Vertical Process
10.1 Introduction
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Chapter 10 - Directing: Vertical Process
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Chapter 10 - Directing: Vertical Process
There are three techniques of direction followed by the management. They are
briefly explained as follows:
1. Consultative direction:
The superior has consultation with his subordinates before issuing a direction. The
consultation is made to find out the feasibility, enforceability, and nature of
problem. It does not mean that the superior is not capable of acting
independently. Ultimately the superior has the right to take any decision and give
the directions. The cooperation of employees is necessary for successful
implementation of any direction. Under this direction technique, employees are
motivated and have high morale.
2. Free rein direction:
The subordinate is encouraged to solve the problem independently under this
direction technique. The superior assigns the task in a general manner. The
subordinates are expected to take initiative to solve the problem. Only highly
educated, efficient and sincere subordinates are required apply this direction
technique.
3. Autocratic direction:
The direction is just opposite to free rein direction technique. Here the superior
commands his subordinates and has close supervision. The superior gives clear
and precise orders to his subordinates and acts accordingly. There is no way left to
the subordinates to show their initiatives.
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Activity A
Consider that you are a CEO of an IT company. Which technique of direction
will you will adopt?
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Activity B
As a director of a multinational company, you have to arrange a meeting of
customers on coming Monday. Make a list of orders which you will give to your
subordinates.
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10.8 Summary
1. An employee should receive orders and instructions only from one superior.
a. Efficiency
b. Direct supervision
c. Unity of direction or command
d. Harmony
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a. Followed
b. Obeyed
c. Done
d. Understandable
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C H A P T E R 11 - C O O R D I N A T I N G : H O R I Z O N T A L P R O C E S S
Principles of Management
Objectives
By studying this chapter, you will be clear about need, importance and principles
of coordination.
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Chapter 11 - Coordinating: Horizontal Process
Structure
11.1 Introduction
11.2 Definition
11.3 Features or characteristics of coordination
11.4 Need and importance of coordination
11.5 Principles of coordination
11.6 Techniques of coordination
11.7 Types of coordination
11.8 Problems in coordination
11.9 Steps for effective coordination
11.10 Coordination and cooperation
11.11 Leadership
11.12 Case example
11.13 Activities for the students
11.14 Summary
11.15 Self assessment questions
11.16 Multiple choice questions
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11.1 Introduction
11.2 Definition
1. Managerial responsibility:
Every departmental head is responsible to coordinate the efforts of his
subordinates. It is inherent in the managerial job and responsibility.
2. Provides unity of action:
Unity of action is necessary to achieve common objectives. So, it is the heart of
coordination process.
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1. Unity in diversity:
There are large numbers of employees and each employee has different ideas,
views, opinions, activities, and background. Thus, there is a diversified activity in a
large organization which will be inefficient in the absence of coordination.
2. Team work or Unity of direction:
The efforts, energies and skills of various persons should be integrated as group
efforts to achieve the objectives of organization. In the absence of coordination,
the group efforts are diversified and fail to achieve the objectives.
3. Functional differentiation:
The organizational functions are divided department-wise or section-wise or
division-wise. Each department performs different jobs. They are necessary to
achieve the general objectives. Coordination ensures definite achievement of
objectives. Each department tries to perform its function in isolation from others.
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1. Early start:
The coordination should be started right from the planning function of
management. The management should prepare the plan after consulting the
concerned officials. By this, preparation of plan and its implementation will be
very easy for the management and there will not be any resistance from the
concerned officials.
2. Personal contact:
An agreement may be arrived at on methods, actions and achievement of
objectives through personal contact. Ideas, views, opinions, recommendations,
feelings etc. are conveyed to the receivers effectively through personal contact.
Personal contact avoids controversy and misunderstanding. Thus coordination is
achieved through cooperation and mutual understanding and not by force, order
or coercion.
3. Continuity:
Coordination is must so long as the organization continues to function.
Coordination is a key stone of the organization structure. Coordination starts with
planning and ends with controlling.
4. Reciprocal relationship:
The principle states that all factors in a situation are reciprocally related. Each
factor influences other factors which are influenced by other factors. Thus, the
action of one employee influences the action of other employees and vice versa.
So there is a need for integration of all efforts, actions and interests. Coordination
is the answer.
5. Dynamism:
The external environment of business influences the internal activities of the
business. Besides, the internal activities and decisions are changed according to the
circumstances prevailing. So, coordination is modified according to the external
environment and internal actions and decisions. Thus, coordination should be
dynamic.
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6. Simplified organization:
It facilitates effective coordination. The management can arrange the departments
in such a way that better coordination prevails among the department heads. If
the functions of two departments are similar, these are put under one executive in-
charge. This facilitates to get better coordination. Sometimes two departments
having dissimilar functions are handled by one executive. This will also ensure
better coordination.
7. Self coordination:
According to this principle, the function of one department is affected by other
department and vice versa. So this department modifies its functions in such a way
that it may affect other departments favorably. Coordination is achieved by this
way. There is a need for effective communication to get self coordination.
Effective communication facilitates a department to appraise the functions of
other departments.
8. Clear cut objectives:
The departmental heads should know the objectives of the organization clearly. So
the management should take necessary steps to explain the objectives to the
department heads. This is very useful in achieving the common objectives of the
organization collectively.
9. Clear definition of authority and responsibility:
The management should clearly define the authority and responsibility of each
individual and of each department. This will facilitate effective coordination in an
organization.
10. Effective communication:
It is necessary for proper coordination. The individual and departmental problems
are solved with the help of coordination.
11. Effective leadership:
Effective leadership also helps in proper coordination. Leadership creates
confidence in the minds of the people and increases the morale.
12. Effective supervision:
Top executives should supervise the work of subordinates to ensure successful
performance as planned. Top executives may entrust this work to the supervisors.
When the top executives find any deviations, they may take immediate steps to
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correct them with the help of supervisors. So, there is a need for coordination
between the supervisors and top executives. Thus, supervisors play a vital role in
coordination.
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1. Internal coordination:
It is the establishment of relationship with a view to coordinate the activities of all
the managers, executives, divisions, sub-divisions, branches and other workers. It is
sub-divided into the following two types:
• Vertical coordination: A superior authority coordinates his work with that of his
subordinates and vice versa.
• Horizontal coordination: This refers to establishment of a relationship between
the persons of the same status. E.g. coordination between department heads,
supervisors, co-workers etc.
2. External coordination:
It is the establishment of a relationship between the employees of the organization
and outsiders of the organization. This relationship is established for the benefit of
the organization as a whole. The following are the outsiders with whom an
organization has to establish better relationship:
• Market agencies
• General public
• Competitors
• Customers
• Union government, state government, local self government, and other
government agencies
• Institutions offering auxiliary services
• Financial institutions
• Various industrial organizations
• Technological agencies
• Various commercial organizations
The work of the establishment of a relationship between the employees and the
outsiders is entrusted to a person who is designated as public relations officer.
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3. Natural hindrances:
Calamities such as flood, earthquakes, fire affect the behavior of individuals and
the group as a whole. It results in ineffective coordination.
4. Lack of administrative talent:
It arises due to the selection of inefficient candidates.
5. Lack of techniques of coordination:
Management is not interested to find new techniques for effective coordination.
6. Ideas and objectives:
Each management has its own objectives and it finds ideas to achieve them.
However, the managers confuse these objectives with ideas. It poses the problems
of coordination.
7. Misunderstanding:
There are number of personnel employed in an organization. They should have
mutual understanding with each other. But the problem of coordination creeps in
due to misunderstanding among employees very often.
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Coordination Cooperation
It is one of the functions of It is not a function of
1
management management.
An orderly arrangement of group Willingness to work with others or
2
efforts help others.
High degree of it ensures early success Cooperation is basis for
3
of an organization coordination
Cooperation is a voluntary
4 It is obtained officially
service.
There is a direct link between the There is no such direct
5 achievement of objectives and connection between cooperation
coordination and achievement of objectives.
11.11 Leadership
The success of every industrial enterprise is dependent upon the quality of its
leadership. In a business enterprise, several tasks such as determining the
objectives of the enterprise, designing the methods to achieve them, directing and
coordinating the activities of various departments, can be successfully performed
only if there is able leadership. In the words of George R. Terry, “The will to do is
triggered by leadership and lukewarm desires for achievement are transformed
into burning passion for successful accomplishment by the skillful use of
leadership.” According to Peter Drucker, “Leadership is the lifting of man’s visions
to higher sights, raising of man’s performance to a higher standard, building of
man’s personality beyond its normal limitations.” Alford and Beatty define
leadership as the ability to secure desirable actions from a group of followers
voluntarily without the use of coercion. According to Keith Davis, leadership is
the ability to persuade others to seek defined objectives enthusiastically. It is the
human factor, which binds a group together and motivates it towards goals.
A leader and a Manager:
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group members cannot similarly direct the leader’s activities, though they will
obviously affect those activities in a number of ways.
• Leadership implies that leaders can influence their followers or subordinates in
addition to being able to give their followers or subordinates legitimate
directions. In other words, leaders not only tell their subordinates what to do by
way of command but also influence by their behavior and conduct.
The use of command succeeds only in bringing a temporary behavioral change in
the followers. Permanent attitudinal change in followers comes through the use of
influence only.
Functions of a leader:
• Setting and achieving organizational goals:
As a goal setter, the leader may either establish organizational goals and
objectives himself, or he may participate with his superiors or subordinates in
establishing them. As a planner, the leader makes decisions concerning the ways
and means by which the organizational goals can be achieved. As executive, a
leader is responsible for seeing that the appropriate activities of the organization
are carried out.
• Planning operations of the organization:
๏The leader is an expert in principal activities of the organization. Frequently,
supervisors are promoted from line positions primarily because of the
proficiency they displayed on the lower job. The technical information and skills
they possess are useful in aiding and instructing their subordinates in effective
work procedures.
๏ He can be a single representative of an organization to deal with outside
individuals or groups.
๏ The leader relieves other members of the group of certain responsibilities
and they, in turn, place their trust in his decisions. In an informal group of
workers, one individual may be given the responsibility of conveying complaints
to the superior.
๏ He is controller of internal relationships and coordination within the
organization.
๏ As leaders, supervisors encourage, upgrade and promote deserving workers
and reprimand, punish, transfer and fine poor workers. Even leaders in informal
groups concern themselves with discipline.
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According to Ordway Tead, traits generally found associated with leadership are:
• Physical and nervous energy
• Sense of purpose and direction
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• Enthusiasm
• Friendliness and affection
• Integrity
• Technical mastery
• Decisiveness
• Intelligence
• Teaching skills
• Faith
One can group these qualities into three broad categories as follows:
Physical qualities:
• Physical and nervous energy
• Vigor and endurance
Moral qualities:
• Moral courage
• Sense of fair play and justice
• Integrity
b. Behavioral Approach:
Under this approach, researchers have studied leadership behavior from three
points of view:
• Motivation: In positive behavior, the leader’s emphasis is on rewards to motivate
the subordinates. In negative behavior, the leader’s emphasis is on penalties and
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George David
• George David has been CEO of United Technologies Corporation (UTC) for
more than a decade.During that time he has received numerous accolades and
awards for his performance as a CEO. Under his leadership, UTC has seen
earnings grow ar 10% to 14% annually- impressive numbers for any company
but particularly for a manufacturing enterprise.
• According to David, a key to UTC’s succeess has been sustained improvements
in productivity and product quality. Along with a Japanese Engineer Yuzuru Ito,
he developed a program for improving productivity and product quality known
as Achieving Competitive Excellence (ACE).
• David also radically reorganized UTC. He dramatically cut the size of the Head
Office and decentralized decision making to business divisions. He also directed
his accounting staff to develop a new financial reporting system that would give
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him good information about how well each division was doing and make it easier
to hold divisional general managers accountable for the performance of of the
units under them. He then gave them demanding goals for earnings and sales
growth and pushed them to improve processes within their units by
implementing the ACE program.
• David always stressed that management is about more than goal setting and
holding people accountable. Values are also important. David insisted that UTC
employees adhere to the highest ethical standards that the company produce
goods that have minimal environmental impact and that employee safety remain
the top consideration in the workplace.
• UTC’s worldwide employee scholarship program:
• Implemented in 1996, and considered the hallmark of UTC’s commitment to
employee development, the program pays the entire cost of an employee’s
college or graduation school education, allows employees to pursue any subject
at an accredited school, provides paid study time, and allows $10000 worth for
completing degrees.
• One of David’s central task has been to build a management team that functions
smoothly over the long term.
• David was a right mix of toughness and sensitivity. When somebody cannot do
the job he would try to help. But if that person is not going to make it work, that
person would not be on job forever.
• David did a lot of things that employees respected him for. He was an excellent
manager. Even though he was demanding, he also listened. He had a receive
mode as well as a send mode.
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A.G.Lafley
• On the day that A.G.Lafley took over as CEO of Procter and Gamble in 2000,
the stock dropped by $4 because the financial markets were unimpressed with
Lafley’s rise to the CEO spot. Quiet, understated, unassuming, with a shock of
white hair, wire rimmed glasses; he looked more like a thoughtful college
professor than a visionary and dynamic CEO. He was a listener and not a
storyteller. He was likeable but not awe-inspiring. He looked a little dull.
• His predecessor had failed to improve the company’s performance. No new
products had been introduced and existing brands had been losing markets.
• Lafley realized that he had to move fast. One of Lafley’s first acts was to issue a
manifesto of “Ten things I believe in.” At the top of the list was “Lead change”,
followed by “the consumer is boss”. Lafley also signaled that it was time for P&G
to look inside its own organization for new product ideas-something the
company had long resisted.
• As Lafley saw it, P&G did not need a radical makeover; it just needed to focus on
selling more of its basic brands. He chose P&G’s ten bestselling brands, each of
which generated more than $1 billion in sales. He told his managers to focus on
selling more. These brands would get the bulk of P&G’s resources. It was a
message everyone could understand. Selling more of the existing brand TIDE
was easier than inventing the next great brand.
• Lafley further told the managers to add value to existing brands by listening
closely to what consumers wanted. This approach worked. P&G learnt that it
was taking too much time for mothers to toilet train the children. So P&G
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developed a new line of bestselling Pampers brand, which stayed wet for two
minutes to alert toddlers to try tinkling in the toilet. He also told managers to tell
customers what the brand could do for them rather than attributes of the
product. Therefore, the mission changed from making the “driest diapers” to
“helping moms with babies’ development.” Result: Pampers gained market share
against the competitor.
• Then Lafley moved to cut costs. Within months, he eliminated 9600 jobs closing
down several new product development projects that were consuming resources
and pulling new products from the market that had not generated significant
sales. He sold off some products, which he did not see as strategic fits.
• Another goal was to break down the barriers within P&G, getting employees
from different division to exchange ideas also with R&D. He also articulated the
need to reach outside for ideas.
• The results of Lafley’s leadership have been impressive. P&G’s core brands have
been getting impetus. The stock price also doubled.
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Activity A
On assuming charge of a company, which method of coordination will you adopt
to ensure better functioning of the organization?
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Activity B
Prepare a check list for better coordination in your company.
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11.14 Summary
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3. Incentives mean:
a. Efficiency
b. Effectiveness
c. Monetary benefits
d. Increments
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Reference Material
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C H A P T E R 12 - C O N T R O L L I N G
Principles of Management
Objectives
After studying this chapter, you will get to know about:
• Control, its scope, steps and techniques
• Requirements of effective control
• Know about PERT/CPM
• Advantages and disadvantages of control
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Structure
12.1 Introduction
12.2 Definitions
12.3 Areas or scope of controlling
12.4 Steps in controlling process
12.5 Requirements of effective control system:
12.6 Techniques of control
12.7 PERT/CPM
12.8 Characteristics of control
12.9 Budgetary control system
12.10 Activities for the students
12.11 Summary
12.12 Self-assessment questions
12.13 Multiple choice questions
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12.1 Introduction
The process begins with setting S-M-A-R-T goals, then planning and then other
functions. Controlling is the last function of this series. Controlling means
constraints. It means influencing the activities, which people do not like. It requires
maturity. When the activities start based on a smart goal, they tend to go haywire.
It needs discipline to realize if things are not going as per plan. Success depends
on how well the organization is able to control and bring the things on track.
Planning and controlling are two sides of the same coin. Planning is forward
looking. Controlling is concurrent and backward looking. It needs sensitivity or
awareness to know if the process is on the track or not. For example, we buy a car,
fix the route and start driving. But to be always on track, we have to steer the
vehicle continuously. External influences may drive your plan out of track. We
have to bring it back on track.
Controlling sounds very oppressive but that’s what makes the management process
scientific and fool proof. When things are not as per plan, we have to make course
correction. We plan, organize, interlink resources, staff, direct, coordinate etc. and
if there is no control, things go haywire.
However, we always find that people resist any control. Suppose there is flow of
action and someone says it is not good and stops it, there is resistance from
everywhere. Sometimes, the action is near completion and finished goods are
about to be ready, someone says that it is not good, people get disturbed.
Controlling is a challenging function. It is important at home, in social life, at
workplace, everywhere.
Ideally controlling may not be required if all the other functions of management
are performed properly. However, in reality, internal/external conditions being too
volatile, controlling is necessary.
Planning identifies the activities and controlling regulates them. Effectiveness of
planning depends upon effectiveness of controlling.
Control is applicable almost in all goal oriented activities that aim for success.
Policies of the organization, manpower needs, capital expenditure, production,
wages and salaries are the examples where control is required.
In short, any activity that is goal-centric, control is required.
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12.2 Definitions
1. Control is any process that guides activity towards some predetermined goal.
The essence of the concept is in determining whether the activity is achieving
the desired results.
2. Controlling is that function of the system which provides direction in
performance to the plans.
3. The presence in a business of that force which guides it to a predetermined
objective by means of predetermined policies and decisions.
The term control covers all the activities of a business concern. The main areas of
control are:
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1. Establishing standards:
It is necessary to set the standards. Otherwise, useful control will not be possible.
Standards may be qualitative or quantitative. Most of the standards are expressed
in terms of quantity. Number of units produced, number of men, hours
employed, total cost incurred, revenue earned, amount of investments are the
examples of quantitative standards. Some standards are expressed in qualitative
terms such as metal finish of the car body, morale of employees, motivation,
goodwill etc.
The standards should have some characteristics such as: time, cost, efforts, result
oriented, accurate etc.
2. Measuring the performance:
The performance should be compared with the established standards. Necessary
information should be collected about the performance. The effective
management information service provides the necessary information about
performance particulars. If standards are expressed in quantitative terms, then
quantitative information must be collected. If standards are expressed in
qualitative terms, then qualitative information must be collected. Several measures
are used by the management to measure the performance.
3. Comparison of actual performance with the standards:
This will help the management to know the deviations vis-à-vis standards. The
management then would find the extent of deviations and identify the causes for
deviations. Comparison is very easy when the standards are expressed in quantity.
If the results are intangible or qualitative, personal observation is used to find out
the extent of deviation.
When the actual performance is not as per standards, the management has to
decide the type of corrective action.
All the deviations need not be reported to the management. Deviations which are
beyond the reasonable limits should be reported to the top management. This is
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Total costs are divided into fixed costs and variable costs. Fixed cost never changes
according to the changes in volume of production. Variable cost varies according
to the volume of production. This analysis helps in determining the volume of
production or sales which is equal to the revenue. The excess of revenue over total
cost is termed as profit. The point at which sales revenue is equal to the total cost
is known as the breakeven point BEP. In other words, breakeven point is the point
at which there is no profit or no loss.
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7. Standard costing:
• Determination of cost standards for various components such as material, labor
and overheads.
• Measurement of actual performance.
• Comparison of actual cost with standard cost to find variations.
• Finding the causes of variations
• Taking measures to avoid variations in future.
8. Return on investments:
Using this technique, the rate of profitability is identified by the management.
Return on investments is calculated by dividing the net profit by the total
investment or capital employed in the business organization.
9. Internal audit:
Internal audit report is prepared at regular intervals, normally every month. It
covers all areas of operations. This report is sent to the top management. The
management takes steps to control the performance on the basis of the report.
Internal audit report emphasizes the degree of deviations from the expectations. It
is very useful to attain the objectives on timely basis.
10. Responsibility accounting:
The performance of various people is judged by assessing how far they have
achieved pre-determined objectives. The objectives are framed section-wise,
department-wise, division-wise and assessed similarly. Costs are allocated
department-wise rather than product-wise. Each department, section or division is
fixed as responsible centers. An individual is responsible for his area of operation
in a particular section, department or division.
11. Managerial statistics:
Using this technique, the manager compares the past results with current results in
order to know the causes for deviations.
12. Performance evaluation and review technique- PERT:
The Program (or Project) Evaluation and Review Technique, commonly
abbreviated PERT, is a statistical tool, used in project management, that is
designed to analyze and represent the tasks involved in completing a given project.
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PERT network chart for a seven-month project with five milestones (10 through
50) and six activities (A through F).
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12.7 PERT/CPM
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developing missiles, nuclear powered submarines and for the program that landed
the first man on moon. It is a planning tool which enables the project manager to
estimate the time required to complete a proposed project. It also provides a time
schedule for various project activities and for checking of the scheduled time
against the actual time taken for an activity. PERT helps to design a management
control system for activities that are subject to a considerable degree of
uncertainty in performance time. It is based on a statistical treatment of activity
performance time.
PERT also minimizes delays in various parts of the overall job and helps in
expediting the completion of the projects. It is a method of budgeting the
resources to predetermine the job on schedule. Above all, PERT is an outstanding
approach for the timely completion of projects.
With PERT, the projects can be better planned and controlled for cost when
they are broken down into their components. PERT tells how to set up network,
how to calculate completion time and how to monitor and control work.
Critical Path Method-CPM-refers to a quantitative technique which when
applied to network planning is helpful in calculating the minimum time and the
sequence of tasks needed to complete a project. This technique is mostly used for
construction projects such as bridges, building, dam, canals etc. where engineers
and contractors try to complete the job at the earliest to avoid rising costs. In CPM
technique, the precedence, the relationships between activities and their mutual
dependence are suggested leading to the final objective of reducing the cost and
completion time of the project.
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Duration
i j Task Areas Description of Activity
in Days
1 2 Design Department Design parts for sub assembly A & B 25
2 3 Purchase Department Procure materials for sub assembly A 30
2 4 Purchase Department Procure materials for sub assembly B 10
3 5 Fabrication Shop Fabricate parts for sub assembly A 20
4 6 Fabrication Shop Fabricate parts for sub assembly B 40
5 7 Assembly Line Sub assembly A 40
6 7 Assembly Line Sub assembly B 5
7 8 Assembly Line Final assembly 6
Drafting of the network
1. Which activities must be ended directly before the new one begins?
2. Which activities can only begin directly afterwards?
3. Which activities can take place autonomously and simultaneously?
4. Can this activity be sub-divided into others?
In the structure analysis, no time factors are considered but only sequence and
interrelation of activities.
Figure 1
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If in respect of any activity, the earliest and latest times of occurrence are identical
both at start and the finish of the activity, then the activity lies on the critical path.
So, 1-2-3-5-7-8 is the critical path.
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1. Controlling process:
It is a continuous process just like other functions of management. The superior
has continuous watch over the entire operations. Besides, he ensures that all the
efforts are made to achieve the desired objectives and if not, necessary control
action will be taken to correct them.
2. Universal:
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Introduction: Budgets
• A plan expressed in monetary terms, prepared and approved prior to the budget
period and which shows income expenditure and the capital employed. It may be
drawn showing incremental effects on former budgeted figures or complied by
zero budgeting.
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• Budgets are therefore not prepared in isolation and then filed away but are
concrete components of what is known as a budgetary control system. Such a
system essentially ensures communication, coordination and control within an
organization. The basic functions of management are allocation of resources,
planning and control.
Budgetary control:
• This is the establishment of a budget relating the responsibilities of executive
management to the requirement of a policy and continuous comparison of actual
and budgeted results.
• Control should ensure that actions are accordance with the objective of the
policy in question. Also provides a basis for its revision.
Elements of budgetary control:
• Setting up budgets i.e. planned targets on revenue, expenses, assets and liabilities
relating to the activities concerned.
• Measuring actual results against the budgets on a continuous basis
• Identifying and analyzing deviations from budgets and modifying both actual
operations and subsequent budgets.
Main aims of budgetary control:
• To establish the degree of progress to the achievement of short term plans
• To allow delegation to occur without losing overall control
• To provide a measure for allowing flexibility in operations
• To establish short term plans and aid the organization’s planning process
Purpose of a budget:
• Co-ordination- Important for the achievement of organization goals.
• Coordinate inputs and outputs in order to ensure balance of efforts and effects.
• Coordinate budget lines within the organization to ensure effective
implementation of plans and monitoring of results.
• Coordinate responses to economic trends and challenges posed by the
environment within which programs and activities are undertaken.
• Communication: The budget is used to communicate plans and to control
information. Once formulated the aspects of the plan having a bearing on a
particular division of the organization are communicated to that division.
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Under budgetary control system, each person can know what he is expected to do.
This offers an opportunity for the management to achieve the goals.
10. Criteria of self examination:
Budgetary control system points out the deviations and causes of such deviations.
These are very well known to the employees. In this way, budgetary control acts as
criteria of self examination.
11. Promotes balanced activities:
A department activity is correlated with another department activity. Results of
one department are the basis of functioning of other department. Balanced
activities of different departments are possible under the budgetary control
system. E.g. activities of the purchase department are based on those of
production department.
12. Improvements:
It discovers the areas of operation where improvements can be suggested.
13. Ensures proper communication:
Management’s policy and objectives of preparing the budget are communicated
to all the managers. The managers are supposed to send the report of actual
performance against the budget. The managers are informed of the type of action
to be taken to correct deviations. Thus, budgetary control ensures proper
communication.
14. Fixation of responsibility:
Responsibility of deviations can be fixed easily. E.g. Sales budget fixes the
responsibility of sales department.
15. Encourages exchange of information:
Functional budgets are prepared by the enterprise. It requires free flow of
information from one department to another department. E.g. Purchase budget
cannot be prepared unless production figures are available.
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Activity A
Make a budget of your own life for the coming year.
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Activity B
Consider that there is marriage of your elder brother and you have the
responsibility for the event to make successful. Make a PERT/CPM of all the
activities.
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12.11 Summary
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3. The performance of various people is judged by assessing how far they have
achieved pre-determined objectives.
a. Cost accounting
b. Responsibility accounting
c. Stock taking
d. Financial accounting
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Reference Material
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C H A P T E R 13 - D E L E G A T I O N , S P A N O F M A N A G E M E N T
Principles of Management
Objectives
At the end of the chapter, you will be able to:
1. Have knowledge about authority, delegation, decentralization, responsibility.
2. Span of management and related aspects
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Structure
13.1 Authority
13.2 Delegation
13.3 Decentralization
13.4 Responsibility
13.5 Span of management
13.6 Case example
13.7 Activities for the students
13.8 Summary
13.9 Self-assessment Questions
13.10 Multiple choice questions
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13.1 Authority
Authority is the power to make decisions, which guide the action of others.
Delegation of authority contributes to the creation of an organization. No single
person is in a position to discharge all the duties in an organization. In order to
finish the work in time, there is a need to delegate authority and follow the
principles of division of labor. Delegation permits a person to extend his influence
beyond the limits of his own personal time, energy and knowledge.
It is the “right of decision and command.”
Definitions:
Henry Fayol, “Authority is the right to give orders and the power to exact
obedience.”
Kootnz and O’Donnell, “Authority is the power to command others to act or not
to act, in a manner deemed by the possessor of the authority to further enterprises
or departmental purposes.”
Terry, “Authority is the power to exact others to take actions considered
appropriate for the achievement of a predetermined objective.”
According to Barnard, “Authority is the character of a communication (order) in a
formal organization by virtue of which it is accepted by a contributor to or
member of the organization as governing the action he contributes; that is, as
governing or determining what he does or is not to do so far as the organization is
concerned.”
Daris defines authority as the “right of decision and command.”
Louis Allen, “The sum of the powers and rights entrusted to make possible the
performance of the work delegated.”
Simon, “The power to make decisions which guide the actions of another. It is a
relationship between the individuals – one superior, the other subordinate. The
superior frames and transmits decisions with expectation that they will be accepted
by the subordinates. The subordinate expects such decisions and his conduct is
determined by them.”
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Dr. Paterson defines, “The right to command and expect and enforce obedience.”
Strong says, “Authority is the right to command.”
Massie defines, “The formal right to exercise control.”
Tannenbaum defines, “The concept authority describes an interpersonal
relationship in which one individual, the subordinate, accepts a decision made by
another individual, the superior, permitting that decision directly to affect his
behavior.”
Characteristics of Authority
The characteristics of authority are briefly explained below.
1. Basis of getting things done-the right to take actions towards completion
Authority gives a right to do things in an organization and affect the behavior of
other workers of the organization. It leads to the performance of certain activities
for the accomplishment of the defined objectives automatically.
2. Legitimacy-positional authority
Authority implies a legal right (within the organization itself) available to superiors.
This type of right arises due to the tradition followed in an organization, custom
or accepted standards of authenticity.
The right of a manager to affect the behavior of his sub-ordinates is given to him
on the basis of an organizational hierarchy.
3. Decision – making-the freedom and right to make choices of action
Decision-making is a pre-requisite of an authority. The manager can command
his subordinates to act or not to act. This type of decision is taken by the manager
regarding the functioning of an office.
4. Implementation-as a consequence of the position held
Implementation influences the personality factors of the manager, who is
empowered to use authority. The subordinates or group of subordinates should
follow the instructions of the manager regarding the implementation of decisions.
The personality factor of one manager may differ from another manager.
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Board of Directors
General Manager
Sales Manager
Sales Representatives
Workers
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3. Competence theory
This type of authority is invested with the persons by virtue of the office held by
them. The personal power of this type of persons is based on the leadership
qualities of the person concerned. In an organization, only one person gets a
higher position than others in course of time based on leadership qualities
possessed by him.
13.2 Delegation
It is impossible for any person to execute all the work in an organization to achieve
the objectives of the organization. Similarly, in a growing concern also, a single
person cannot be vested with the entire decision making authority. So, the superior
assigns duties or responsibilities to his subordinates and also delegates necessary
authority to them.
Meaning
Delegation is a process, which enables a person to assign a work to others and
delegate them with adequate authority to do it.
Definitions
Louis A. Allen, “Delegation is the dynamic process of management, which a
manager follows, to divide the work assigned to him, so that he performs that part
of work which only he can perform effectively, because of his unique
organizational placement, and that he can get others to help him with what
remains.”
Mc Farland, “Delegation is the primary formal mechanism by which the network
of authority relationship is established.”
E. F.L. Brech, “Delegation means, in brief, the passing to others to share in the
four elements of the management process that is to say, in the command of the
activities of other people and in the responsibility for the decision that will
determine the planning, co-ordination and control of the activities of such other
people.”
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After the delegation of authority, the subordinate can get powers to accomplish
the tasks in a specified time and in order.
3. Accountability
Accountability means that the subordinate is answerable to his immediate senior.
If there is any mistake or fault committed by the subordinate, the subordinate
should accept responsibility for it. In certain cases, the assignment may be made to
the subordinate, and if the work is not accomplished as per the instructions issued
by the superior, the superior (one who delegates authority) is answerable to the
management but not the subordinate (to whom authority is delegated)
Principles of delegation
1. Delegation to go by results expected
It should be noted that the objectives of the organization are to be accomplished
in time. The superior should clearly know what he expects from the subordinate
before the delegation of authority.
2. Non – delegation of Responsibility
A superior can delegate authority but not responsibility. Assigning duties does not
mean delegation of responsibility. The superior should be in touch with the
subordinates to know whether duties are performed and the authority is exercised
properly. The ultimate responsibility for the performance of duties remains with
the superior.
3. Authority and responsibility should commensurate with each other
A subordinate can discharge his duties effectively and efficiently if there is proper
delegation of authority, otherwise a subordinate cannot succeed in accomplishing
the assigned tasks.
Authority without responsibility will make the subordinate a careless person.
Likewise, responsibility without authority will make the subordinate an inefficient
person. Therefore, there should be a proper balance between authority and
responsibility.
4. Unity of command
The principle of unity of command insists that a subordinate should get
instruction form only one superior. In other words, a subordinate should be
assigned duties and responsibilities by only one superior and he is accountable
only to the concerned superior.
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If a subordinate gets orders, instructions and directions from more than one
superior, it will create uncertainty and confusion in the organization. In such a
situation, the subordinate will find it very difficult to determine whose instructions,
orders or directions he should carry out first.
5. Definition of limitations of authority
A person knows well that an authority alone can delegate the authority properly.
There should be written manuals which help a person to understand the authority
in right direction. This will avoid confusion regarding the delegation of authority
and enable effective functioning of the concerned person.
Types of delegation
A brief explanation of the different types of delegation is given below:
1. General
2. Specific
3. Written
4. Unwritten
5. Formal
6. Informal
7. Downward
8. Accrued
9. Sideward
1. General Delegation
General delegation means granting authority to the subordinate to perform
various managerial functions and exercise control over his subordinates. At the
same time, the same persons are regulated and supervised by the top
management.
2. Specific Delegation
Under specific delegation, the orders, instructions or directions are delegated to a
particular person specifically. For example, the Personnel manager may be
delegated authority for selection of personnel, training of personnel, placement of
personnel and the like.
3. Written Delegation
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This types of delegation is made by written orders, instructions etc. The proper
usage of words is essential to this type of delegation.
4. Unwritten Delegation
Unwritten delegation means the authority is delegated based on custom,
conversation or usage. Here, there is no evidence available for future reference.
5. Formal delegation
The duties and authority are shown in the organizational structure of the
enterprise. For example, the production manager is assigned the responsibility and
accompanying authority to maintain and increase production.
6. Informal delegation
In certain cases, a person has to use the authority without getting it from the top
management. The reason is that he can perform his assigned duties effectively in
time.
7. Downward delegation
Downward delegation states when a superior could delegate duties and authority
to his immediate subordinate. This type of delegation is followed in most of the
organizations.
8. Accrued delegation
Under this type of delegation, a subordinate can delegate his authority to his
immediate superiors. It occurs seldom in an organization.
9. Sideward delegation
A person delegates authority to another person who is also in the same rank as he
is in the organization.
Advantages of delegation
The delegation of authority gives several advantages to the organization. The
important advantages of delegation of authority are given below:
1. Basis of effective functioning
Delegation lays the basis for effective functioning of an organization. It creates the
relationship with others and achieves various objectives of the organization. It
creates the relationship with others and achieves various objectives of the
organization.
2. Saving of time
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can be used by the top management in the expansion and diversification of the
business activities.
Problems of delegation
Every superior is expected to delegate part of his duties and responsibility to his
subordinates. A single person cannot perform all the work. Therefore, delegation
is a very important characteristic of the organization.
The proper delegation of authority is made only at the time of a proper balance
between feelings of the superior and subordinates.
Hesitation on the part of superior
The following are the reasons for the lack of willingness on the part of the
superior to delegate authority:
1. Perfectionism
Many superiors think that he is better than others. This is true to some extent.
The reason is that the superior may have had experience in doing and developed a
degree of skill. If such a practice is followed by a superior, he is not a loyal
employee of the organization. He should open the door to the subordinate to
develop his abilities by delegating authority.
2. Autocratic attitude
Some superiors prefer to retain powers in their hands. These persons do not have
belief in the delegation of authority and they interfere with the limited authority
of their subordinates.
3. Directions
Many superiors lack the ability to direct the subordinates. Subordinates may
misinterpret the instructions, which the superior gives. Then, the superiors cannot
get the expected efficiency from the subordinate.
4. Confidence
Superiors also tend to show lack of confidence in subordinates. In the society, one
cannot he live without reposing in the ability of others. Therefore, each superior is
expected to delegate his powers to his sub-ordinates. If the delegation is not made,
the superior has no chance to gain experience from delegation of authority.
Confidence is developed gradually on the basis of success of the delegation of
authority.
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5. Control
The superior has control over his subordinates. He wants to retain the control over
his subordinates and keep up the importance of his role. Hence, he hesitates to
delegate his authority. Besides, the superior feels that he might be dominated if he
delegates his authority.
6. Avoidance of risk
Risk may arise through the delegation of authority to a subordinate. Whatever
may be the risk, the superior will have to take the responsibility for it. Only few
managers are ready to run the risk.
7. Competition
Subordinates learn much more than the superior by taking advantage of
delegation of authority. This results in the emergence of more talented persons
than the superior. This is not liked by the superior and he avoids competition in
future.
8. Inability of the subordinate
The subordinate does not have ability to accept any new work. The superior, who
knows this fact, hesitates to delegate powers.
9. Inability of the superior
If the superior is an inefficient person, the work method and procedures designed
by him are likely to be faulty. Therefore, the superior wants to keep all the
authority with himself.
Hesitation on the part of subordinates
Sometimes, the subordinates are not willing to accept delegation even though the
superiors are very much interested in delegation. The reasons for not accepting
the authority by the subordinates are given below:
1. Love of spoon-feeding
Though a subordinate is given a chance to take a decision, he may not like to
decide things by himself.
2. Easier to ask
Subordinates often find it easy to ask their superiors for an answer than to find it
out for themselves. Some superiors will accept only one solution to a problem and
allow the subordinates to find out other solutions by themselves. In such a
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situation, a subordinate does the work effectively and approaches his superior for
an answer.
3. Fear of criticism
Sometimes, a subordinate may fear that even for a silly mistake in a decision, his
superior may criticize him. This suppresses the initiatives of the subordinate and
proves detrimental to his self-confidence.
4. Lack of information (or) resource
A subordinate may hesitate to accept new work due to lack of information or
resources to do the work effectively.
5. Lack of self-confidence
Lack of self-confidence in a subordinate is also one of the reasons for not
accepting any authority,
6. Other work
Subordinates may feel that they will not be able to finish any additional work
along with the existing work. Subordinates think that if they accept authority, they
may be forced to accept more work in the future.
7. Inadequate incentives
A subordinate may not come forward to accept any authority if there is no
personal gain in doing so.
8. Fear of failure
Some subordinates feel that they may fail and so they do not want to accept
additional responsibilities.
Effective delegation
The superior has the aim to practice and encourage delegation for the efficient
accomplishment of the organizational objectives. Hence, it is necessary that the
nature and content of each job should be scientifically analyzed to pinpoint the
job that can be entrusted to subordinates.
Normally, minor and routine types of jobs are entrusted to the subordinates. The
superior is not ready to perform even the ordinary routine jobs but at the same
time, there are certain jobs which cannot be entrusted; for example, the
preparation of budget, formulation of policies and framing rules and regulations.
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2. Lack of direction
The supervisor fails to provide adequate direction to his subordinates. It places the
subordinates in a position in which they do not know what is expected of them.
3. Lack of accountability
A supervisor cannot check the efficient use of delegated work. This is a great
handicap to the superior. As a result of this, a sense of irresponsibility infuses the
subordinates.
13.3 Decentralization
Decentralization means that each section has its own workers to perform activities
within the department. There will be no general office to provide these services.
Under decentralization, separate staff are allocated to each department for
performing those activities which cannot be centralized.
Advantages of decentralization
A brief explanation of the advantages of decentralization is presented below:
1. Savings of time
All paper work relating to the basic operations of the business originates from the
departmental officers. Decentralization enables the department staff members to
complete the work early.
2. Greater efficiency and output
The workers of a particular department are well versed in the technology followed
in that department. Hence, there is a possibility of increasing their efficiency. The
greater efficiency leads to increase in output and minimizing the costs.
3. Maintenance of secrecy
If the secrecy of the business is disclosed, it may make the organization realize a
loss. Next, if a separate department is put in charge of the maintenance of secrecy
under decentralization, the loss may be avoided and secrecy maintained.
4. Departmental loyalty
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13.4 Responsibility
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Meaning
Span of management means the number of people managed efficiently by a single
officer in an organization.
It implies that a single executive should not be expected to give guidance to more
people. Only limited number of persons are allocated to the executive for dividing
the work or duties among the workers. In order to avoid overburden to the
officers, it is essential to determine the span of control of the executive officers. In
an average firm, an executive can efficiently control up to five or six sub-ordinates.
The limit of the number of members for span of control may be increased or
decreased according to the levels of management. Normally, the members
exercising span of control are decreased at the top level management and
increased at the bottom level management.
Many management experts suggested a different number of executives for
effective control. According to L. Urwic, the ideal number of subordinates is four
in case of higher level management and eight to twelve in case of bottom level
management.
Factors affecting span of management
The following are some of the factors, which influence the span of management:
1. Character of the supervision work
The span of control may be increased whenever the work performed is
standardized. The reason is that, the supervisor has the opportunity to lay down
permanent policies followed in an organization. It results in the control of more
number of subordinates. If the nature of work is a complicated one, the span of
control has to be restricted.
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2. Leadership qualities
The personnel abilities and capacity of a supervisor can influence the span of
management. If the supervisor has more skill to control the sub-ordinates, the
span of management may be increased and vice-versa.
3. Qualities of the subordinate
If the subordinates have enough talent to perform the work assigned to them,
the manager or the supervisor can control more number of subordinates.
4. Time available to supervisor
Most of the executives or supervisors will spend a lot of time for the operating
work and administrative duties like planning and organizing activities. They may
supervise the subordinates into him remaining available time.
So, they can control lesser number of sub-ordinates than the person who
spends full time for their supervision.
5. Nature of work
Some of the works are repetitive in nature and does not require any extra-
ordinary talent to perform. In such cases, the supervisors or the executive can
control a large number of subordinates.
6. Level of supervision
Whenever the subordinates perform the work manually, the span of control
may be increased. It means that the degree of span of control can be increased
at bottom level management and decreased at the top level management.
7. Delegation of authority
If the authority delegates the powers of decision making, planning and
execution to the sub-ordinates, the span of control may be increased. Whenever
an executive performs the planning and executive work in addition to supervision
work, the particular executive can supervise relatively more number of sub-
ordinates.
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8. Fixation of responsibility
In case the responsibility of the sub-ordinate is clearly defined, he need not
contact the superior for getting guidance and instruction. Then the superior can
supervise large number of sub-ordinates.
9. Using of standards
Standards are used in an organization to detect the errors or faults in the
performance of work. So, there is no need for an executive to spend more time
in watching the performance of the sub-ordinates. Then the executive can
control more number of sub-ordinates.
10. Methods of communication
Method of communication is also one of the factors which determine the span
of control. The method of communication may be divided into two i.e., Oral and
Written. Oral communication requires more time and energy and these can be
avoided in the written communication.
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3. Cross relationship
In Cross Relationship, a subordinate has relationship with another subordinates
mutually. It is explained with the help of the following chart.
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Formula
V.A. Graicunas prescribed the following formula to ascertain the number of
superiors' and subordinates' relationship.
Number of relationships = n * {(2n/2) +(n-1)}
Where, "n" refers to the number of subordinates.
For example, the number of subordinates, say 5, the number of superiors'
and subordinates' relationships are identified as under:
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The effective supervision depends upon the efficiency of the supervisor and the
number of subordinates to be supervised. It is clear from the above table that the
number of relationships is increased correspondingly with the increasing number
of subordinates. The effectiveness of supervision decreases if the number of
relationships or subordinates increases. Therefore, the management should fix the
number of subordinates to each supervisor according to nature of work. If the
management does so, it can result into effective supervision.
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13.8 Summary
Authority is the power to make decisions, which guide the action of others.
Delegation of authority contributes to the creation of an organization. No single
person is in a position to discharge all the duties in an organization.
Delegation is a process, which enables a person to assign a work to others and
delegate them with adequate authority to do it.
Decentralization means that each section has its own workers to perform activities
within the department. There will be no general office to provide these services.
Under decentralization, separate staff are allocated to each department for
performing those activities which cannot be centralized.
Responsibility always arises from the superior-subordinate relationship. The
essence of responsibilities is obligation. If a person is entrusted with any work, he
should be held responsible for the work that he completes.
Span of management means the number of people managed efficiently by a single
officer in an organization.
It implies that a single executive should not be expected to give guidance to more
people. Only limited number of persons are allocated to the executive for dividing
the work or duties among the workers.
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c. Theo Haimann
d. V.A. Graicunas
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C H A P T E R 14 - M O D E R N T R E N D S I N M A N A G E M E N T
Principles of Management
Objectives
At the end of this chapter, you will come to know what are the latest happenings
in the field of management.
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Structure
14.1 Introduction
14.2 Just in time
14.3 More about Lean Manufacturing
14.4 Total Quality Management
14.5 Outsourcing
14.6 Activities for the students
14.7 Summary
14.8 Self-assessment Questions
14.9 Multiple choice questions
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14.1 Introduction
The JIT approach has its roots in the KANBAN system of material flow
pioneered by Toyota Motor Company. The Japanese manufacturing firms
especially in electronic and automobile industries became the leaders in world
markets by setting standards for product quality and cost against which firms of
other countries were compared. This success is often attributed to the
development and application of Just in Time -JIT-production systems by the
Japanese firms.
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• Continuous improvement
• TQM is not a program or a project for short time duration, which will finish
when a target is achieved.
• It is a management process that understands that as we improve, our
competitors also continue to improve.
• Customers will continue to expect more from us.
• Hence continual improvement should be the aim of all the team members,
as a foundation of TQM.
3.4.1 For accomplishing the above principles, the following points must be
understood:
• It is necessary to achieve successful internal working relations in order to satisfy
external customers.
• A process is a combination of methods, materials, manpower and machines. All
processes contain inherent variability. Our approach must be to progressively
reduce variation thus improving process capability and become more consistent.
• We must measure everything how we are doing at present. What are
METRICS?
• Measure
• Everything
• That
• Results
• In
• Customer
• Satisfaction
• Internal quality measurement might include:
• Breach of promise
• Customer complaints
• Accidents
• Internal scrap/repair
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Cross-functional teams:
Cross functional teams are used to meet specific stated objectives such as new
product development or negotiations of all terms and conditions of a purchase
agreement. The responsibilities of the Cross functional teams include:
★ Material requirement review
★ Development of specifications
★ Make or buy analysis
★ Standardization of materials
★ Determination of inventory levels
★ Determination of quality requirements
★ Negotiation of price and terms and conditions of supply
★ Supplier selection
★ Joint problem solving with suppliers
★ Monitoring the suppliers and analyzing their performance
★ Communication in changes in specifications
★ Improvements of cost/productivity
★ Developing sourcing strategy
★ Market analysis
★ Price forecasting
★ Long range purchase planning
★ Determining purchase policies
★ Value analysis
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๏ Strategic alliance
Historically, the vast majority of the buyer-seller relationships have been in an
arm’s length mode. In many cases, the buyer and seller had adverse relationships
because both believed in taking advantage of the other to get a good deal.
However, in modern approach, the buyer-seller relationships enlightened self-
interest, and the realization that competition is between value chains, all combine
to motivate buyers and sellers in a collaborative mode.
• Compatibility of interests
• Mutual need
• Willingness to be open for sharing information and benefits resulting from the
relationship
• Trust
Strategic sourcing:
It embraces several concepts of world class supply management and greatly
facilitates the progression to the world class status. Strategic sourcing is defined as
a systematic process that directs supply managers to plan, manage and develop the
supply base in line with firm’s strategic objectives. It is the application of current
best practices to achieve full potential of integrating suppliers into the long-term
business process. Strategic sourcing identifies new materials and technologies and
the activities of the competitors. The four principles that differentiate strategic
sourcing from traditional purchasing are:
• Defining the total value of the relationship between the buyer and the supplier
• Developing solutions based on a deep understanding of the economies of the
supplier and the dynamics of the business.
• Using differentiated purchasing tactics in order to optimize the economic
relationship for both buyer and supplier
• Imbedding the required changes in the organization so that the buyer achieves
not only measurable performance improvement in the short term but also the
ability to improve on a continuous basis.
A four-step improvement process is adopted by cross functional team during the
development of a strategic sourcing project. These steps are:
• Research the industry economics and dynamics of the commodity assigned to
the team
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Companies outsource to avoid certain types of costs. They outsource the non-core
activities.
Among the reasons companies elect to outsource include the avoidance of
regulations, high taxes, high energy costs, and costs associated with defined
benefits in labor-union contracts and taxes for government-mandated benefits.
Perceived or actual gross margin in the short run incentivizes a company to
outsource. With reduced short-run costs, executive management sees the
opportunity for short-run profits, while the income growth of the consumer base is
strained. This motivates companies to outsource for lower labor costs.
However, the company may or may not incur unexpected costs to train these
overseas workers. Lower regulatory costs are an addition to companies saving
money when outsourcing. Companies may seek internal savings to focus money
and resources towards core business.
A company may outsource its landscaping functions irrelevant to the core
business. Companies and public entities may outsource certain specialized
functions, such as payroll. Companies may find the same level of consumer
satisfaction.
Outsourcing may increase the risk of leakage and reduce confidentiality, as well as
introduce additional privacy and security concerns.
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14.7 Summary
Work in manufacturing and operations will become more exciting and challenging
in the years ahead. How well processes are managed will decide whether
economics of the entire nation will improve or decline. To meet these challenges,
manufacturing firms are now adopting new methods and are applying new
technology. In addition to this, companies are trying to gain or retain the market
share by offering customers better value by improving product quality and
achieving higher productivity.
1. Explain E-procurement.
2. Explain benefits of TQM to the customer.
1. The JIT approach has its roots in the -----------system of material flow
pioneered by Toyota Motor Company.
a. TQM
b. Kanban
c. SPC
d. TQC
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a. TQM
b. SPC
c. JIT
d. Kanban
4. --------------teams are used to meet specific stated objectives such as new product
development or negotiations of all terms and conditions of a purchase agreement.
a. Quality circles
b. Engineering design
c. Cross-functional
d. Inter-departmental
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C H A P T E R 15 - D E C I S I O N M A K I N G
Principles of Management
Objectives
At the end of this chapter, you will be able to:
• Have knowledge about decision making, its characteristics, elements, principles
• Types of decisions and personal phase of decision making
• Administrative problems in decision making
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Structure
15.1 Introduction
15.2 Characteristics of decision making
15.3 Elements of decision making
15.4 Decision making process
15.5 Principles of decision making
15.6 Characteristics of a good decision
15.7 Administrative points for decision making
15.8 Types of decisions
15.9 Personal phase of decision making
15.10 Case examples
15.11 Activities for the students
15.12 Summary
15.13 Self assessment questions
15.14 Multiple choice questions
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15.1 Introduction
Can there be anyone who has not taken any decision in his life? The answer is
NO. Everyone must have taken some or the other decision sometime or the other.
Be it taking admission in the school, be it making a friendship with someone, be it
buying a bicycle when the person was in his school days. In college days, the
decision could be about going for trekking, taking part in tournaments etc.
Mistakes were possibly made while taking decisions and learning the lessons from
the mistakes, improvements might have been made.
Every one of you takes decisions, but the question is “how?” Have you taken the
decision consciously? What situation have you gone through while making a
decision? Sometimes it is a stressful exercise, isn’t it?
It all starts with setting up of SMART goals. After the goals are set, the very act of
setting goals makes you mature, because an inner climate of responsibility, taking
charge of the situation is created and decision making becomes rather easy.
As a manager you collect facts and figures and act on it. But do you do it logically?
Decision making is one of the most crucial functions in management process.
Decision once taken can make or break the management process. If you take a
wrong decision, you have to face the adverse consequences.
The success of management depends upon the quality of decision. If the manager
fails to take a sound decision, he is likely to face all round ineffectiveness.
Although the decisions are seen rational, in reality they need to strike a balance
between rationality, logic and emotions.
Take the example of acquisition of your apartment. You give your specifications
of the apartment such as the north facing, size of the bedrooms, ventilation etc.
and the broker gives you three choices which are exactly as per your specifications.
Do we actually decide on the basis of these facts?
Decision making is a subjective process. In the business environment, it is
necessary to reduce this subjectivity. A few managers who have the leadership
qualities are able to take decisions objectively, considering facts and figures and
other factors including emotional aspects.
Decision making is not only art but also science. The reason is that there are too
many choices, too many constraints and dictates. People get into turmoil, get
disturbed and freeze. Some people avoid taking decisions themselves and ask
others to take decisions on their behalf.
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In crisis situations, when there are no options, decisions are taken on gunpoint.
However, there are some people take their own decisions logically, which on the
face of it sound unacceptable to the society but in the long run, society accepts
them.
As per Andrew Smilagyi, “Decision making is a process involving information,
choice of alternative actions, implementations and evaluation that is directed to
the achievement of certain stated goals.”
As per George R. Terry, “Decision making is the selection based on some criteria
from two or more possible alternatives.”
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1. A problem is fully analyzed and the available alternatives are evaluated before
taking a decision, which requires intelligence, experience and insight into the
problem.
2. A decision is taken according to the environment of the business.
3. If the authority is centralized, all the important decisions are taken by the
chief executive. If the authority is decentralized, only key decisions are taken
by top executive and the routine decisions are taken by the lower level
management people.
4. The psychology of an individual is involved in decision making.
5. A decision discloses preferences, intellectual maturity, experience, educational
standard, social and religious attitudes, optimism or pessimism, designation
and status of the decision maker.
6. Decisions are taken when they are needed.
7. As soon as the decisions are taken, they must be communicated to the
concerned persons. Decisions are communicated without ambiguity.
8. Employees are also involved in decision making process.
9. Political and social environment of business affect the decision making.
10. If the management takes a decision after consulting the employees, the
following advantages may accrue:
• Better relations with employees
• Loyalty to the management
• No hindrance in implementation
• Efficiency is increased
• Issuing directions to employees becomes easy.
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1. IDENTIFICATION OF A PROBLEM
Problem arises due to difference between what should be and what is. Main reason
is changes in business environment. So the manager should clearly define what the
problem is. Then he should separate the concern. For example, instead of saying
that the quality is bad, he should say that 2% components are rusty. A well defined
problem is equal to half solved. Then the manager should find out the causes of
the problem. It is necessary to continuously watch the situation and find the cause
of the problem. For this, he may have to look into management reports, find
deviations from budget if any, compare the company’s results with competitor’s
results, efficiency of employees, any changes in environment etc. He has to use his
experience, imagination and judgment in order to find out the real nature of the
problem.
The manager should act as a doctor and diagnose the problem with the help of
available information.
3. COLLECT AND ANALYZE THE
RELEVANT INFORMATION
The manager should collect information at various levels and study the
information with great care.
4. DISCOVERY OF ALTERNATE
COURSE OF ACTION
The pros and cons of available alternatives are analyzed and compared with each
other. Some alternatives offer maximum benefits than others. The decision maker
can prepare a list of limits for each alternative.
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SCREENING OF ALTERNATIVES
The available alternatives are screened in the order of the benefits derived from
them. Each alternative is evaluated in terms of risks involved in implementing
them. Both tangible and intangible factors are considered while evaluating or
screening each alternative.
Tangible factors include profit earned, time taken, money invested, rate of return
on investment, rate of depreciation etc. Intangible factors include public relations,
goodwill of the company, loyalty of employees etc.
Peter F. Drucker has suggested the following criteria to evaluate the available
alternatives:
1. Degree of risks involved in each alternative
2. Economy of efforts, cost and time
3. Is the problem urgent?
4. Limitations of resources – physical, financial and human resources
Decision analysis:
The selected alternative should give maximum benefits to the organization and it
should fit with the organizational objectives. There are two types of objectives :
• Must objectives
• Want objectives
The alternative must fulfill the must objectives. Otherwise the alternative is
considered as NO GO.
The weightage is attached to each want objective, as to how much important it is
for the organization. (weightage on the scale of 1-10). The alternative is then
evaluated as to how far it is fulfilling the want objective. (This is called as score on
the scale of 1-10).
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IMPLEMENTATION
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2. Mathematical theory:
Probability theory: Consider the case where student A attends a particular class
about three quarters of the time. On any given day the professor could claim that
the probability of student A attending the class is 75%. However, the student
knows whether or not he is going to attend class so that he would state that the
probability of his attending class on any particular day is either 0% or 100%.
Clearly the probability of the event happening is dependent on the prior
knowledge of the individual making the statement.
Consider the probability of selecting a diamond card from a deck of 52 playing
cards. Since there are 13 diamonds in the deck, the probability is just 13/52 = ¼.
Queueing theory: Queueing theory is the mathematical study of waiting lines, or
queues. In queueing theory a model is constructed so that queue lengths and
waiting times can be predicted. Queueing theory is generally considered a branch
of operations research because the results are often used when making business
decisions about the resources needed to provide a service.
A manager takes a decision on the basis of such a mathematical theory.
3. Psychological theory:
A manager takes a decision on the basis of his aspiration, technological skill,
personality, social status, and organizational status.
4. Principle of alternatives:
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ACCURACY
ENVIRONMENT
MUTUAL COOPERATION AND PROPER
UNDERSTANDING AMONG EMPLOYEES ARE
NECESSARY FOR CREATING A SATISFACTORY
ENVIRONMENT, WHICH WILL LEAD TO EFFECTIVE
DECISIONS
TIMELY DECISION
TIME PLAYS AN IMPORTANT ROLE IN DECISION
MAKING. OTHERWISE, THE DECISION WILL BE A
WASTE.
COMMUNICATION
THE DECISION MAKER SHOULD COMMUNICATE THE
DECISIONS TO CONCERNED PERSONS IN THE
LANGUAGE KNOWN TO THEM.
IMPLEMENTATION
THE DECISION MAKER HAS THE RESPONSIBILITY TO
IMPLEMENT THE DECISION. HE SHOULD GET THE
COOPERATION OF HIS SUBORDINATES TO IMPLEMENT
THE DECISION.
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2. Education:
Education develops the broad outlook of the decision maker. Higher education
does not always mean good education. Good education helps the decision maker
to take the best decision even in complex situations. One can get a master’s degree
from a recognized educational institution, whereas good education means
acquiring thorough knowledge in a particular area of subject matter. If a person
has inner urge to learn more and more, he will become expert in taking decisions.
3. Experience:
The experience of an individual can improve the decision making ability. Decision
maker can survive only when he has skill for original thinking. Decision maker
should use his personal experience in taking a decision.
4. Courage:
The decision maker should have courage to take and implement a decision. The
very success of decision depends upon the courage of the decision maker.
5. Motivation:
Everybody wants recognition for his action. Likewise, a person who takes a
decision wants to have it recognized by his colleagues. If not, he will not take even
a simple decision. Recognition of decision is a tonic for motivation. Further, the
decision maker does not like criticism and suggestions.
6. Forecasting ability:
The quality of a decision depends upon the forecasting ability of the decision
maker. The decision maker is able to use available opportunities and take better
decisions.
7. Self confidence:
The self confident decision maker will not hesitate to take decisions. If the
decision maker has no self confidence, he will make delay in the decision making
process and the situation will go from bad to worse.
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were far too low to provide a fair profit on the owner’s investment. Yet, it was clear
that his refusal to accept the group decision would be disastrous.
What advice would you give to Jha?
How could Jha have avoided his difficulties?
Activity A
Make a list of “must” objectives and “want” objectives of your life and make a
decision analysis chart.
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Activity B
Consider that after your graduation, you have got an admission in IIT, Mumbai
with stipend and also in NID, Ahmedabad with no stipend, for a post graduate
diploma. How will you decide which admission to be cancelled?
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15.12 Summary
1. Decision gives ------------to an endeavor who takes various steps to collect all the
information which is likely to affect a decision.
a. Tension
b. Bad name
c. Happiness
d. Money
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Reference Material
Click on the links below to view additional reference material for this chapter.
Summary
PPT
MCQ
Video1
Video2
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