Management Practice 3 Management Practice - Level 3 Future Managers

What we cover Corporate culture Maintain the image of the organisation The impact of legislation on business operations Identify the legislation that regulates employment issues Demonstrate an understanding of the main aspects of the Labour Relations Act Explain the requirements of the LRA in respect of interviews Demonstrate and understanding of the aspects of the Basic Conditions of Employment Act Management Practice - Level 3 Future Managers

Corporate culture

Maintain the image of the organisation

The impact of legislation on business operations

Identify the legislation that regulates employment issues

Demonstrate an understanding of the main aspects of the Labour Relations Act

Explain the requirements of the LRA in respect of interviews

Demonstrate and understanding of the aspects of the Basic Conditions of Employment Act

What we cover Strategic planning Define and discuss the concept of strategic planning in managing business performance Maintain an existing information system in an office environment Store information using an existing storage system Retrieve information from an existing storage system Store valuable documentation and reference materials securely Establish a record keeping system to store records for new projects Maintain and update a record keeping system Management Practice - Level 3 Future Managers

Strategic planning

Define and discuss the concept of strategic planning in managing business performance

Maintain an existing information system in an office environment

Store information using an existing storage system

Retrieve information from an existing storage system

Store valuable documentation and reference materials securely

Establish a record keeping system to store records for new projects

Maintain and update a record keeping system

Module 1: Corporate culture Management Practice - Level 3 Future Managers

Module 1: Corporate culture After completing this module, you will be able to: Maintain the image of the organization Demonstrate an understanding of and apply company ethics Co-operate with other service suppliers Interface and interact with clients Demonstrate an understanding of an organisational structure Management Practice - Level 3 Future Managers

After completing this module, you will be able to:

Maintain the image of the organization

Demonstrate an understanding of and apply company ethics

Co-operate with other service suppliers

Interface and interact with clients

Demonstrate an understanding of an organisational structure

1. Maintain the image of the organisation After completing this outcome, you will be able to: Identify and explain the organisational policies and related procedures that exist within an organisation Compare the dress code and operating practices between organisations Discuss how organisational policies and procedures are applied according to set company standards, within a specific context Management Practice - Level 3 Future Managers

After completing this outcome, you will be able to:

Identify and explain the organisational policies and related procedures that exist within an organisation

Compare the dress code and operating practices between organisations

Discuss how organisational policies and procedures are applied according to set company standards, within a specific context

Corporate culture What is corporate culture? The beliefs and values shared by people in an organisation Values, which are the community’s assumptions about what ideals are worth pursuing, such a striving for success, or avoiding debt Management Practice - Level 3 Future Managers

What is corporate culture?

The beliefs and values shared by people in an organisation

Values, which are the community’s assumptions about what ideals are worth pursuing, such a striving for success, or avoiding debt

Elements of corporate culture Management Practice - Level 3 Future Managers

Changing the organisational culture Getting people to subscribe to a new pattern of beliefs and values and changing some of the elements of culture, such as the name or logo of the organisation or its corporate colours Inducting and socialising people into the organisation and removing people who deviate from the culture Strengthen the prevailing culture through appropriate communication and training In severe cases, organisations can make use of mergers or acquisitions and divestments to change an organisational culture. Management Practice - Level 3 Future Managers

Getting people to subscribe to a new pattern of beliefs and values and changing some of the elements of culture, such as the name or logo of the organisation or its corporate colours

Inducting and socialising people into the organisation and removing people who deviate from the culture

Strengthen the prevailing culture through appropriate communication and training

In severe cases, organisations can make use of mergers or acquisitions and divestments to change an organisational culture.

Business culture What is business culture? Business culture can be defined as a system of values, customs and habits within the business which sets particular behavioural norms Business culture should be built into the business mission Business culture should give management direction Management Practice - Level 3 Future Managers

What is business culture?

Business culture can be defined as a system of values, customs and habits within the business which sets particular behavioural norms

Business culture should be built into the business mission

Business culture should give management direction

Business culture The degree of responsibility, independence and opportunity that each individual enjoys in the business The degree to which rules, regulations and direct supervision influence employees’ behaviour The amount of support management gives its employees The willingness of the individual worker to identify with the business The degree of conflict present and the willingness to solve it The degree to which remuneration is related to results The degree to which individuals are encouraged to act innovatively and to take risks Management Practice - Level 3 Future Managers

The degree of responsibility, independence and opportunity that each individual enjoys in the business

The degree to which rules, regulations and direct supervision influence employees’ behaviour

The amount of support management gives its employees

The willingness of the individual worker to identify with the business

The degree of conflict present and the willingness to solve it

The degree to which remuneration is related to results

The degree to which individuals are encouraged to act innovatively and to take risks

Influence of culture on the basic management functions Management Practice - Level 3 Future Managers

1.1 Identify and explain the organisational polices and related procedures that exist in an organisation What is the difference between a policy and a procedure? A policy, usually in a written form, is a general guideline for management when making decisions and sets the limits within which such decisions must be made, to ensure that individual managers will react uniformly, when similar situations occur repeatedly A series of related, consecutive steps that must be followed in order to perform a task Management Practice - Level 3 Future Managers

What is the difference between a policy and a procedure?

A policy, usually in a written form, is a general guideline for management when making decisions and sets the limits within which such decisions must be made, to ensure that individual managers will react uniformly, when similar situations occur repeatedly

A series of related, consecutive steps that must be followed in order to perform a task

Activity 1 Visit any nearby organization and ask management a copy of their dress code policy. Bring the policy to class and then compare and discuss differences in the respective dress code policies (if any). Management Practice - Level 3 Future Managers

Visit any nearby organization and ask management a copy of their dress code policy.

Bring the policy to class and then compare and discuss differences in the respective dress code policies (if any).

Activity 2 Bring any two dress code policies to class and then compare and discuss: The differences of the respective policies Aspects of the policies that you want to change Discuss and decide who will have the responsibility of implementing the policy in the organisation and / or department Management Practice - Level 3 Future Managers

Bring any two dress code policies to class and then compare and discuss:

The differences of the respective policies

Aspects of the policies that you want to change

Discuss and decide who will have the responsibility of implementing the policy in the organisation and / or department

1.3 Discuss how organisational polices and procedures are applied according to set company standards Different companies have different policies and procedures Employees are expected to cooperate according to the policies and procedures, even if they don’t agree or are used to a different policy Operating practices include: The way departments communicate with each other The way people are rewarded The way managers measure performance Management Practice - Level 3 Future Managers

Different companies have different policies and procedures

Employees are expected to cooperate according to the policies and procedures, even if they don’t agree or are used to a different policy

Operating practices include:

The way departments communicate with each other

The way people are rewarded

The way managers measure performance

1.4 Demonstrate and understanding of and apply company ethics What is ethics? The code of moral principles and values that directs the behaviour of an individual or group in terms of what is right and wrong Management Practice - Level 3 Future Managers

What is ethics?

The code of moral principles and values that directs the behaviour of an individual or group in terms of what is right and wrong

Activity 3 Again, visit any organisation and ask management about: The organisation’s ethics – their moral principles and values A copy of their code of conduct Management Practice - Level 3 Future Managers

Again, visit any organisation and ask management about:

The organisation’s ethics – their moral principles and values

A copy of their code of conduct

The code of conduct What is a code of conduct? Acts as a guideline to employees as to what is expected from them from an ethical point of view What is the purpose of a code of conduct As a guide on how to behave As a disciplinary tool Management Practice - Level 3 Future Managers

What is a code of conduct?

Acts as a guideline to employees as to what is expected from them from an ethical point of view

What is the purpose of a code of conduct

As a guide on how to behave

As a disciplinary tool

Ethics Management Practice - Level 3 Future Managers

Business ethics What are business ethics? Your own ethics applied in your business, namely what you believe in, as well as your morale code Management Practice - Level 3 Future Managers

What are business ethics?

Your own ethics applied in your business, namely what you believe in, as well as your morale code

Activity 4 In small groups, comment on the following situations in terms of ethical or unethical behaviour: In your capacity as export manager of Global Exports, you’ve decided to a bribe to an official in a third world country to speed up the process of acquiring a permit - it’s an accepted procedure in that specific country, and if you don’t do it you will lose business Salary increase not possible, because it’s not been budget for, but management will say nothing and allow you to load your expenses account – paid from the budget The organisation desperately needs a job – you complete the tender and will pay each one of the tender committee a certain amount of money to ‘fix’ the price to secure the job for your organisation Management Practice - Level 3 Future Managers

In small groups, comment on the following situations in terms of ethical or unethical behaviour:

In your capacity as export manager of Global Exports, you’ve decided to a bribe to an official in a third world country to speed up the process of acquiring a permit - it’s an accepted procedure in that specific country, and if you don’t do it you will lose business

Salary increase not possible, because it’s not been budget for, but management will say nothing and allow you to load your expenses account – paid from the budget

The organisation desperately needs a job – you complete the tender and will pay each one of the tender committee a certain amount of money to ‘fix’ the price to secure the job for your organisation

Level of ethical decision-making Management Practice - Level 3 Future Managers

Different approaches to ethical decision-making Utilitarian approach The greatest good to the greatest number of people Moral rights approach The rights of an individual can’t be taken away by another person’s decision Social justice approach Ethical decisions must be based on decisions of equity, fairness and impartiality Management Practice - Level 3 Future Managers

Utilitarian approach

The greatest good to the greatest number of people

Moral rights approach

The rights of an individual can’t be taken away by another person’s decision

Social justice approach

Ethical decisions must be based on decisions of equity, fairness and impartiality

Fundamental rights of South Africans Do you know what the fundamental rights of South African’s are? Equality Human dignity Life Freedom and security of the person Freedom from slavery and forced labour Privacy Freedom of religion, belief and opinion Freedom of association Labour relations Environment Management Practice - Level 3 Future Managers

Do you know what the fundamental rights of South African’s are?

Equality

Human dignity

Life

Freedom and security of the person

Freedom from slavery and forced labour

Privacy

Freedom of religion, belief and opinion

Freedom of association

Labour relations

Environment

Ethical tests Is it the truth? Is it fair to all concerned? Will it build goodwill and better friendship? Will it be beneficial to all concerned? Management Practice - Level 3 Future Managers

Is it the truth?

Is it fair to all concerned?

Will it build goodwill and better friendship?

Will it be beneficial to all concerned?

Ethical guidelines Do unto other as you would have them do unto you Intuition Means – ends Management Practice - Level 3 Future Managers

Do unto other as you would have them do unto you

Intuition

Means – ends

Steps in the ethical decision making process Identify the problem Determine whose interests are involved Determine the relevant facts Weigh up the various interests Determine the expectations of those involved Determine the range of choices Determine the consequences of these choices for all involved Make your choice Management Practice - Level 3 Future Managers

Identify the problem

Determine whose interests are involved

Determine the relevant facts

Weigh up the various interests

Determine the expectations of those involved

Determine the range of choices

Determine the consequences of these choices for all involved

Make your choice

Managing ethics in the organisation Top management should set an example of ethical behaviour both through talk and actions The company should have a code of ethics. Why? Ethics committee Ethical ombudsman Ethical training Whistle-blowing Management Practice - Level 3 Future Managers

Top management should set an example of ethical behaviour both through talk and actions

The company should have a code of ethics. Why?

Ethics committee

Ethical ombudsman

Ethical training

Whistle-blowing

Basic questions about ethical decision making Are the facts correct? Is it legal? Is it fair towards and equitable for all parties concerned? To whom does you loyalty as a person belong? Are the rights of the employees recognised? Are employees who divulge important facts regarded as whistle-blowers, or are their contributions regarded as valuable? Does discrimination exist in the business against certain groups? Is loyalty to the business and its objectives developed to such an extent that the leakage of trade secrets is minimized? When appointments are made, is it ascertained that the frame of reference of the prospective employee(s) fits in with the business’s stated points of view? Management Practice - Level 3 Future Managers

Are the facts correct?

Is it legal?

Is it fair towards and equitable for all parties concerned?

To whom does you loyalty as a person belong?

Are the rights of the employees recognised?

Are employees who divulge important facts regarded as whistle-blowers, or are their contributions regarded as valuable?

Does discrimination exist in the business against certain groups?

Is loyalty to the business and its objectives developed to such an extent that the leakage of trade secrets is minimized?

When appointments are made, is it ascertained that the frame of reference of the prospective employee(s) fits in with the business’s stated points of view?

Activity 5: Group discussion Discuss or give your view/opinion on the following concerning whistle blowing: What is a whistleblower? Is there protection for a whistleblower in an organisation? Would you act as a whistleblower if you knew something was done against the code of ethics in your organisation? If your answer is yes, what process would you follow in doing so? Management Practice - Level 3 Future Managers

Discuss or give your view/opinion on the following concerning whistle blowing:

What is a whistleblower?

Is there protection for a whistleblower in an organisation?

Would you act as a whistleblower if you knew something was done against the code of ethics in your organisation?

If your answer is yes, what process would you follow in doing so?

Apply the principles of the code of conduct and ethics within a given context Being honest with others in the organisation Being honest with the public in advertising and promotions Producing safe products Obeying laws Telling the truth about one’s own education and work experience Not doing harm to anyone in the organisation Not harming the environment Management Practice - Level 3 Future Managers

Being honest with others in the organisation

Being honest with the public in advertising and promotions

Producing safe products

Obeying laws

Telling the truth about one’s own education and work experience

Not doing harm to anyone in the organisation

Not harming the environment

1.5 Co-operate with other service suppliers What is a supplier? People or organisations that provide a product or service to an individual or another organisation In general, companies try to establish a long term relationship with suppliers Management Practice - Level 3 Future Managers

What is a supplier?

People or organisations that provide a product or service to an individual or another organisation

In general, companies try to establish a long term relationship with suppliers

The selection of suppliers Compile a list of suppliers who may be able to satisfy the need Reduce the list to a short list Suppliers on the short list are then asked to quote The final supplier is chosen based on: quality, price, delivery, technical support, progressiveness and reliability Management Practice - Level 3 Future Managers

Compile a list of suppliers who may be able to satisfy the need

Reduce the list to a short list

Suppliers on the short list are then asked to quote

The final supplier is chosen based on: quality, price, delivery, technical support, progressiveness and reliability

Continuous evaluation of suppliers Why do we continuously evaluate suppliers? That they meet requirements and to eliminate unsatisfactory suppliers It leads to an improvement in supplier performance It serves as a guideline for the development of suppliers Management Practice - Level 3 Future Managers

Why do we continuously evaluate suppliers?

That they meet requirements and to eliminate unsatisfactory suppliers

It leads to an improvement in supplier performance

It serves as a guideline for the development of suppliers

Classification of services Housing Household operations Recreation and entertainment Personal care Medical and other health care Private education Business and other professional services Insurance, banking and other financial services Transportation Communication Management Practice - Level 3 Future Managers

Housing

Household operations

Recreation and entertainment

Personal care

Medical and other health care

Private education

Business and other professional services

Insurance, banking and other financial services

Transportation

Communication

Classification of services By service process People processing Possession processing Information processing By object Tangible / intangible assets Mainly physical / mainly intellectual Management Practice - Level 3 Future Managers

By service process

People processing

Possession processing

Information processing

By object

Tangible / intangible assets

Mainly physical / mainly intellectual

Components of service quality Management Practice - Level 3 Future Managers

1.6 Interface and interact with clients How does one greet a client? When a potential client walks into the business it’s important for you to immediately acknowledge his/her entrance Approach, greet and welcome the client Introduce yourself to the client Listen carefully to what the name/surname of client is and make sure about the correct pronunciation Management Practice - Level 3 Future Managers

How does one greet a client?

When a potential client walks into the business it’s important for you to immediately acknowledge his/her entrance

Approach, greet and welcome the client

Introduce yourself to the client

Listen carefully to what the name/surname of client is and make sure about the correct pronunciation

1.6 Interface and interact with clients How does one greet a client? If you are not the salesperson inform the client that you will immediately call one of your sales staff to attend This action (calling a staff member) must be done promptly without any delay or an unnecessary long wait Attend to the need or request of the client with a positive attitude Be friendly at all times – it will help the client to relax Your friendliness has to be supported by your body language Be energetic and willing to pay attention to the need of the client, even if our business cannot help the client If you cannot help or satisfied the client, advise the client where to go Management Practice - Level 3 Future Managers

How does one greet a client?

If you are not the salesperson inform the client that you will immediately call one of your sales staff to attend

This action (calling a staff member) must be done promptly without any delay or an unnecessary long wait

Attend to the need or request of the client with a positive attitude

Be friendly at all times – it will help the client to relax

Your friendliness has to be supported by your body language

Be energetic and willing to pay attention to the need of the client, even if our business cannot help the client

If you cannot help or satisfied the client, advise the client where to go

Activity 6 Divide into groups (maximum 3-4 members) Visit any group in your immediate environment and observe the greeting of clients Put your observation into a report In your class situation, give feedback on your observation (positive or negative) After all the groups have given feedback, draw up a new policy document on “How to greet and attend to your customer” Management Practice - Level 3 Future Managers

Divide into groups (maximum 3-4 members)

Visit any group in your immediate environment and observe the greeting of clients

Put your observation into a report

In your class situation, give feedback on your observation (positive or negative)

After all the groups have given feedback, draw up a new policy document on “How to greet and attend to your customer”

The care skills Management Practice - Level 3 Future Managers

Describe the organisational protocol with regards to the treatment of clients The client service protocol Describes who the client’s internal and external customers are How the organisation intends to serve its clients What the customers can expect from the organisation when they do a telephonic enquiry, send a letter or an email. What clients can expect if they visit the organisation How clients can give the organisation feedback What service the clients will get after a sale and how the organisation will support customers Management Practice - Level 3 Future Managers

The client service protocol

Describes who the client’s internal and external customers are

How the organisation intends to serve its clients

What the customers can expect from the organisation when they do a telephonic enquiry, send a letter or an email.

What clients can expect if they visit the organisation

How clients can give the organisation feedback

What service the clients will get after a sale and how the organisation will support customers

Differentiate between internal and external clients Who are internal clients? The people within the organisation Frontline staff Support staff Production / manufacturing staff Who are external clients? Customers of the organisation Potential customers Management Practice - Level 3 Future Managers

Who are internal clients?

The people within the organisation

Frontline staff

Support staff

Production / manufacturing staff

Who are external clients?

Customers of the organisation

Potential customers

1.7 Demonstrate an understanding of an organisational structure What is organising? Organising deals with the grouping and allocations of activities to main function divisions and sub-divisions What are policies? What are procedures? Management Practice - Level 3 Future Managers

What is organising?

Organising deals with the grouping and allocations of activities to main function divisions and sub-divisions

What are policies?

What are procedures?

Activity 7 Make an appointment with the human resource department of your college and ask them for a list of all the different policies which relate to the employer / employee Visit the head of your department and ask him/her which policies are used in the department and are unique to it Again, visit the nearby organisation and ask their human resource manager or any other manager for a list of policies used in their organisation Management Practice - Level 3 Future Managers

Make an appointment with the human resource department of your college and ask them for a list of all the different policies which relate to the employer / employee

Visit the head of your department and ask him/her which policies are used in the department and are unique to it

Again, visit the nearby organisation and ask their human resource manager or any other manager for a list of policies used in their organisation

Activity 8 Make a list of procedures in your college Management Practice - Level 3 Future Managers

Make a list of procedures in your college

Organisational structure: terminology What is responsibility? It is the obligation of an employee to perform assigned tasks What are role perceptions? Role perceptions are the employees beliefs about what is required to do the job properly Management Practice - Level 3 Future Managers

What is responsibility?

It is the obligation of an employee to perform assigned tasks

What are role perceptions?

Role perceptions are the employees beliefs about what is required to do the job properly

Explain the roles within the organisational structure or organogram Levels of management Sections or departments Tasks Lines of authority Management Practice - Level 3 Future Managers

Levels of management

Sections or departments

Tasks

Lines of authority

Organisational structure Management Practice - Level 3 Future Managers

Case study: Good riddance to Travelgate MPs Read the article on page 35 and answer the following questions: Why was the incident so prominent on the SABC News and the front pages of the newspaper? Was this action done according to the Parliament’s Code of Ethics or against it. Explain your decision Who was involved in the Travelgate scandal? Develop a policy or procedure for MPs when booking tickets Is it necessary for the ANC to discipline their members? If so, what action should they have taken against their members? Management Practice - Level 3 Future Managers

Read the article on page 35 and answer the following questions:

Why was the incident so prominent on the SABC News and the front pages of the newspaper?

Was this action done according to the Parliament’s Code of Ethics or against it. Explain your decision

Who was involved in the Travelgate scandal?

Develop a policy or procedure for MPs when booking tickets

Is it necessary for the ANC to discipline their members? If so, what action should they have taken against their members?

Management Practice - Level 3 Future Managers