In any organization – modern or contemporary – there are managers. These managers are the elements that keep the organization’s engine running. Therefore, these managers have functions that can be broadly described through the POLC model, which is planning, organizing, leading, and control. Every manager has to perform all these functions in some capacity throughout their career. How well the manager performs these functions is related to how smoothly the organization runs.
The XYZ Internet Company will provide its customers with a variety of internet access solutions, based on their requirements and preferences. The management style and organizational environment will be aimed at being friendly and helpful towards fellow managers, employees, subordinates, seniors, partners, customers, and stakeholders in general.
As far as the customers are concerned, two types will be dealt with; home and corporate. For home customers, there will be a variety of pre-set packages ranging from low price and performance levels for casual use to high price and performance packages for multimedia streaming and online gaming. Customers can choose from these existing packages and can also request a package with custom specifications at a premium price. Home customers will be dealt with by our on-call support staff or representatives at the sales center facility. Corporate customers will have the option to avail the facilities of on-call consultants that perform visits and online conferences. XYZ’s main feature would be its24-hour call center and online support facilities for new connections, troubleshooting, queries, and any other type of customer assistance. (The Internet Access Company, 2009)
The customer services department will have the most important role in the company and emphasis will be laid on good customer relationship management. Emphasis will be laid on customers’ wants and preferences in order to provide the best value and ultimate customer delight, not just satisfaction. Internally, all employees will have input in the decision-making process but the higher management will make the final decision. The organization’s input in planning, leading policies, control measures, and organization will be vital in order to promote a motivated and healthy environment.
Planning is a management function that involves defining goals, the strategies to achieve those goals, and making plans to integrate different organizational activities. Planning in the XYZ Company will be customer-centered. If the organization works with the customer in mind, the outcome is bound to be customer delight. Managers in this organization need to plan before taking any venture, making decisions, or performing any activity. Planning is the only way to avoid incorrect decisions and future pitfalls. (Stephen P. Robbins, 2004)
All employees in a department need to be involved in the planning process. This is important so that all points of view are taken into account and that no potential issues are missed out. This will also ensure that the employees feel that their opinion is valued and will motivate them to work towards the organization’s goal.
Planning must also involve other departments and higher management in order to ensure that one decision does not negatively affect other parts of the company and that the planning is in sync with the organizational goals. Integration is the key to a problem-free and efficient work environment. (T. Boon, 1997)
Organizing is the function that determines the roles different managers and other employees play in an organization; things like who performs what duty, who reports to whom, and who makes the decisions. All managers have the authority to make decisions regarding their projects, departments, and subordinates. But these decisions need to back through planning, approval of the higher management and should be aligned with the organizational goals.
In every department, there is to be a manager as ahead. This manager will have an assistant manager who reports all department activity to the manager. The managers represent their respective departments and report to the higher management and the CEO. (Stephen P. Robbins, 2004)
Organizing is the next step after planning. Work breakdown structures, Gantt charts, and other methods help in breaking down tasks into modules and assigning them to different people within a department. These activities are part of the organizing process and every manager needs to perform this function with the involvement of their subordinates.
Leadership refers to directing and motivating employees and managing and resolving conflicts. Leadership is one of the most important managerial functions. In XYZ, leadership is governed by motivation and active participation. This stands for all processes including planning, policy-making, and decision making. That is why even with this policy manual, the newly appointed managers’ and other readers’ input is vital. (jacobkuttyta)
Managers need to direct their subordinates in a positive way to promote growth, creativity, entrepreneurship, and a healthy work environment. A manager’s duty is to motivate other employees to identify pride and personal benefits in pursuing organizational goals. Motivation can be done through simple talks, group discussions, or even workshops, conferences, and employee reward programs. Praise, reward, and healthy competition always promote motivation. (Stephen P. Robbins, 2004)
Conflict resolution is another important function of a manager. He/she must be able to handle conflicts such as simple employee disputes to major clashes in project timelines. Conflict resolution also comes in when dealing with customers, whose satisfaction is our priority. With good communication skills, patience, and managerial abilities the employees can learn and practice leadership on their own turf and manage their duties professionally.
Control means monitoring activity and progress to make sure that it is all going as planned initially. Planning is useless if it is not followed and practiced. A good manager is one who plans efficiently and then follows that plan efficiently in order to achieve the pre-set goals. Effective control measures can be taken by closely monitoring tasks against predefined schedules like the Gantt chart. (Stephen P. Robbins, 2004)
A skilled manager will always plan realistically, keeping possible pitfalls and delays in mind and always having some buffer time if something goes wrong. These precautions are necessary to accommodate real-world factors. Making deadlines and achieving predefined expectations is absolutely more important when dealing with customers. They are the ones who can make or break an organization with their experience with it. Therefore, when effective controlling is practiced within the organization with internal matters, it will reflect in activities related to customer management as well.
Controlling activities make sure that all that was planned is being acted upon. It also enables the team and individual employees to measure their progress and pace themselves accordingly. With this potential areas of improvement can be identified and can be worked upon in order to perform better in the future.
Conclusion
These four managerial functions are the basis of any organization’s management at any level. Without a strong foundation with the POLC model, managers cannot effectively manage their businesses, departments, employee teams, and projects. These basic functions help ensure that the management plays its part and are on the right track towards achieving the organization’s goals.
References
Boon, T. (1997). The integration of strategic planning and management. Total Quality Management, 8(2/3), 100-103.
Internet Access Company (2009).
Jacob Kuttyta. (n.d.). Managerial Functions. Web.
Stephen P. Robins, M. C. (2004). Management. Pearson Education.