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Acknowledgments
❖❖❖
This book is dedicated to my family and friends, who have always encour¬aged me to
express myself in terms of the written word. It is my sincere hope, that this book
will provide useful reading to students, lay people and professionals alike.
Special thanks to: Maurice Pinto, Mark Pinto, M.B.A., Ch.FC., Jim Stanton,
Training Consultant, Tousha Pinto, BA, Krishna Prasad, BSc., Aley Thomas, M.B.A.,
Eusebia Fernandez, M.A. Damian Lobo, B.A., Josie Gelacio and others, whose names I
may have overlooked, but to whom I am eternally grateful.
Aaron Pinto, my editor, added the final touches to this book, for which I am very
grateful.
Preface
❖❖❖
Following the tremendous success of ‘The Management Syndrome…How to Deal with
It!’, I was persuaded, by readers, to follow it up with a handy companion, which
could be read in an hour or so. This book is meant to pro¬vide easy reading for
those interested in grasping the essentials of manage¬ment, in a nutshell, as they
say.
The first and second editions of this book were reviewed by business¬men,
professionals, students, and others. The following third edition is based on
feedback and review, by the latter category of individuals.
I have written this book, more like a commentary on management, with illustrations
designed to highlight significant matters. I do hope this book turns out to be a
worthy successor to ‘The Management Syndrome…How to Deal with It!’ which
represents a detailed approach to management. It is available through
amazon.co.uk.
Contents
❖❖❖
Resources . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . . 9
To be or Not to be…A Robot . . . . . . . . . . . . . . . . . . . . . . . . . . .
9
Employee Dismissal . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . 10
Administrative Assistant . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . 11
Keepers of the Gate . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . 11
Friendship . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . 14
Joint Ventures . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . 14
Markets . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . 14
Trends . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . 15 How Special factors influence the Business Environment . . . . . 15
Meetings . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . 21
Simulation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . 21
Problem-Solving . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . 21 Results . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . . . . . . 21
Japanese Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . 21
Generalist or Specialist? . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . 21
Time Management . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . 23
Performance Appraisal . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . 23
Research . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . . 23
Innovation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . 23 Controls . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . . . . . . . . 23 Revolutionary Changes in Industry . . . . . . . . .
. . . . . . . . . . . . . 24
Education for Tomorrow’s Business Leaders . . . . . . . . . . . . . . . 24
Collective Bargaining . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . 26
Decision Making . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . 26
The Japanese Decision-Making System . . . . . . . . . . . . . . . . . . . 27
Selling . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . 28
Solidify the Foundation of Trust . . . . . . . . . . . . . . . . . . . . . . . .
. 29
Negotiation . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . 30
Labor – Management Negotiations . . . . . . . . . . . . . . . . . . . . . . 32
Is Negotiation a Game? . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . 32
International Negotiations . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . 32
Growth . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . 33
Keeping in Touch . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . 33
Progress . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . . 33
Favors . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . 33
Organizational Skills . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . 33
Business Travel . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . 34
Cash Flow . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . . 34
Feng Shui . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . . 37
Conclusion . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
. . . . . . 38
BIBLIOGRAPHY . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . . .
39
Chapter 1
❖❖❖
Introduction to the Problem
In recent years, especially in the western world, there has been a tendency to
over-emphasize the importance of short-term results. This has led managers, and
others, to focus on drastic cost cutting, instead of the maximization of the
differential between benefits and related costs. This shortsighted approach to
“management” is what I refer to, as “flirting with disaster”!
This attitude towards management is further compounded by the selec¬tion and
promotion of employees on the basis of friendships, relationships, and other non-
relevant factors, rather than on merit, as reflected by attitude and performance.
In addition, a prospective employee with 15 years experi¬ence in a certain field
should not be assumed to be more effective than an individual with considerably
less experience, in the same field. Experience cannot be measured in terms of mere
numbers; heart, character, versatility, creativity, and robustness, may not be
duly reflected on a resumé!
It is rather unfortunate, that most managers in the corporate world possess
technical ability, without adequate managerial expertise. Consider, for example,
the case of an accountant who happens to be appointed as accounting manager, on
the basis of his / her accounting skills, largely because the person responsible
for the appointment did not realize that there was a dual function to perform:
that of an accounting technician and that of a manager! Managers by occupation
(rather than by profession) are hazardous to corporate welfare, because they
usually do not realize the importance of teamwork, concern, motivation,
preparation and develop¬ment, feedback, communication, inter-personal skills,
tact, and other fac¬tors. These individuals cost the business organization far
more than the salaries they are paid…, yet they continue to be employed and
promoted, without even being tested for adequate managerial skills – this confirms
the application of “The Peter Principle”! Would any sane individual allow him-
self/herself to be taken for a ride in a Mercedes-Benz, which is driven by an
individual who does not possess adequate driving skills, let alone a valid
driver’s license? Why, then, does the farcical trend of appointing “managers”
continue, despite the foregoing?
The proper balance must be struck, between technical skills and mana¬gerial
skills, otherwise a situation may arise, which is similar to the recent collapse
of “Barings Bank”. Nick Leeson’s managers, both in Singapore and in England, did
not seem to have a basic understanding of risks in future trading or about the
basic principles underlying segregation of duties.
Prior to their appointment as managers, employees should be required to enroll in
a sound management-training program. This will help con¬tribute towards an
environment, which fosters brotherhood through effec¬tive leadership, teamwork,
and management. In this context, the Japanese approach to management, as discussed
in Chapter 2, should be reviewed.
Chapter 2
❖❖❖
Without due persuasion, employees and others will not be inclined to share a
leader’s vision, dreams, and confidence. Leaders should use language, which is
simple, precise and positive, while being diplomatic and solution-oriented, rather
than problem-oriented. A positive attitude boosts perform¬ance in many ways.
Although some degree of stress may promote improved performance, people do need
reassurance, from time to time.
The main problem facing managers is change in economic situation, environment,
technology, and the ratio of female to male employees, or whatever else. Before
providing solutions, there must be a thorough analysis of change. There are no
ready made answers since each situation is different. Relying solely on past
experience to provide solutions to existing problems, therefore, may contribute to
an adverse effect, which may snowball over a period of time!
Change is necessary for improvement but should rest on a solid founda¬tion of
reason, rather than be part of an experimental approach, along the lines of a
“trial and error method”. People, who will be affected by the change, should be
informed of its significance in advance of implementation, thus minimizing or
eliminating emotional or other disturbances. Managers should ensure that employees
and trade unions understand and appreciate the need for the required change and
co-operate, accordingly.
The Management by Objective (MBO) approach (where main objec¬tives are broken down
into sub-objectives, for the purpose of the latter being achieved, through
delegation of responsibility) is desirable for sound decision making. It is of
paramount importance that the exact nature of the problem be determined and
understood, otherwise the proposed solution will be irrelevant, and possibly
detrimental, to the welfare of the company! Questions, which are thought
provoking, should be asked through brain¬storming, which encourages the expression
of different views that are based on different perspectives. Remember, while
brainstorming, there is no right or wrong solution – just note down the ideas as
they flow un-edited! The company should be fully aware of the nature of its
business e.g. hair cutting or hair styling, razor blades or hygiene products for
men, railroad or trans¬portation, and should have the flexibility to adapt to the
customers’ other (present and possible future) needs. Group harmony and co-
operation with¬in a team environment, are desirable.
Research shows that more than 80% of successful business enterprises base their
decisions on logic (rationalism) and intuition (gut feeling), but the latter
should not be confused with impulsiveness i.e. a rash approach to deci¬sion
making.
Teamwork
The customer should always be considered as part of the team. Encourage feed¬back
from customers, research into their needs and wants, and do your best to satisfy
them.
Building a successful relationship with customers will yield dividends throughout
the (perpetual) life of the business. Loyal clientele will behave like fans and be
more than happy to generate referrals at no cost to the busi¬ness enterprise.
Performance Appraisal
Until the 1990s, the Japanese believed in lifetime employment and pro¬motion based
on seniority, rather than on performance appraisal, which highlights strengths and
weaknesses. Peter Drucker attaches importance to the character of the individual,
whose performance is being appraised.
Resources
If resources, including people, become scarce, do we have alternative sources or
substitutes? Our main resource is people! Are we fully covered against their
deliberate or unexpected departure from our business enterprise? The organization
should not fall to pieces in the absence of any given individual. Managers should
ensure that no individual is indispensable, or the business enterprise will falter
in the latter’s absence. This is totally unacceptable!
To Be or Not to Be … a Robot?
Whereas some robots perform high quality labor tasks, others perform basic
tasks.
Robots provide a cheap and reliable source of labor with no fear of dis¬ruptions
due to strikes, illness, holidays, or any other reasons. Moreover, robots never
tire, even after a 24-hour shift. Therefore, the possibility of breakdown is
minimal, and management can concentrate on other elements, such as logistics,
transportation costs, attracting first class management tal¬ent, and so on, when
selecting a suitable location. Robots usually reduce operation costs, help
facilitate lower breakeven points, and increase compet¬itiveness, but they must be
chosen carefully in accordance with specific needs. Special care must be taken so
as not to alienate employees and unions, who should be allowed to control and
supervise the robots, while training them to perform in line with approved
standards. Moreover, displaced work¬ers should be re-trained and given assurance
of job enrichment.
Employee Dismissal
Before dismissing an employee, the individual in question should be (tactful¬ly)
warned and given a fair chance to improve. This is a matter of common courtesy;
furthermore, it reduces the likelihood of being sued for unfair dis¬missal, and
consequent expenses: loss of reputation, as well as a loss of focus. Employers
should encourage “cross - fertilization of duties” i.e. more than one person
should understand the functions relating to each job; also, each job should have
procedures documented so that no one is indispensable. This will reduce costs
associated with employee absenteeism and turnover.
When dismissing an employee, managers should be honest and diplo¬matic, while
arranging for the necessary transfer of duties, so that there is no void upon
dismissal. Be kind to the employee being dismissed and offer assis¬tance, where
practical.
Humor helps relieve stress, to a great extent, as does delegation, vacations (even
brief ones), and exercise. Reading good books on management, being positive, going
to new places, and eating new foods from time to time, also help to relieve
boredom.
Research in the field of management has led us to believe – and rightly so – that
stress is one of the main factors influencing performance on a per¬sonal, as well
as a corporate, level. Stress exists because of problems encoun¬tered by people at
home and at work. Therefore, in order to improve per¬formance, managers must
realize that they have to reduce, or (possibly) elim¬inate, stress from the work
environment.
A strong concern for human welfare on this planet, coupled with a deep rooted
interest in organizational psychology, have prompted some human resource
professionals to shoulder the responsibility for bringing out the best in people.
This promotes the welfare of the individual, the business enter¬prise, society,
and the economy in question.
Administrative Assistant
The role of an administrative assistant is often as important as that of a spouse.
It is, therefore, necessary to exert caution when selecting an admin¬istrative
assistant. The nature and scope of the administrative assistant’s job functions
should be precisely defined in advance. While it is necessary to set a good
example in terms of character/integrity, one should also display a good sense of
humor while being aware of the implications, in terms of sex¬ual harassment.
Assumptions
Are our assumptions current and realistic? Are these assumptions backed by logic,
experience or intuition, and are we able to distinguish between assumptions and
facts? Unrealistic assumptions will yield fruitless results!
Risk and Uncertainty
What does the future hold for the business enterprise? Whose crystal ball should
we use to predict the future in terms of trends and prospects?
Consider the possibility of hiring members of the senior community, many of whom
have the required ethics, knowledge, and skills to promote organi¬zational
effectiveness, at a reasonable cost. A certain amount of training will be involved
e.g. keeping up to date with computer technology and applica¬tions. Employing such
individuals will help them restart their lives, thus pro¬moting corporate
goodwill.
Summer Jobs Consider the possibility of employing students, during the summer
spell, while making them aware of the rules and procedures of the organization and
the fact that they are subject to the same rules without any exceptions. This will
help students accept responsibility and learn to gradually acquire a taste of the
real world, while promoting corporate goodwill.
Friendship
Friendship among employees promotes goodwill and teamwork. Friendship should not
be abused or allowed to destroy objectivity, especially in relation to appraisals,
reviews, promotions, salary increases, hiring, firing, and so on. Aristotle, a
Greek philosopher, claimed that friendship is “indispensable to life”!
Joint Ventures
Joint Ventures enable costs, responsibilities, and duties to be shared, but the
functions of each party should be precisely defined to help avoid cutthroat
approaches by either party to the joint venture. Synergy is the main reason that
leads to the formation of joint ventures.
Markets
Should we make regular cars, sports models, or a combination? Before pro¬ducing,
business organizations should test the market’s preferences. Testing the market
should not be restricted to the type of product, model, or indeed its “bells and
whistles”. Different countries have different beliefs, symbols, and
interpretations of the latter. For example, in the 1970s, General Motors-Chevrolet
produced a car called ‘Nova’ for Brazil; this car was considered to be of good
value for the money. However, the ‘Nova’ failed in Brazil, because “Nova” i.e.
“Nao Va” in Portuguese means “No go” – hence, the Brazilians refused to buy it!
Chevrolet, instead, turned its efforts to the Middle East where its performance
was quite disappointing.
Trends
Peter Drucker is almost universally regarded as the “guru” of business
man¬agement. In his book ‘The Age of Discontinuity’, Peter Drucker warned that, in
our technologically based society, we have to be on guard for the discon¬tinuing
of trends and obsolete jobs.
Reports merely provide one source of information; other important sources include
observation, conversation, and the behavioral pattern of employees and outsiders,
including customers, suppliers, the market, and the govern¬ment – therefore, do
not regard written or computerized reports as gospel!
Accounting reports are useful, though often historical rather than cur¬rent, and
do not paint the whole picture. Therefore, one should also consid¬er the effects
of poor quality, lack of motivation, material shortages, cus¬tomer
dissatisfaction, machine breakdowns, failure to undertake research and development
leading to innovation, and so on.
A business enterprise should concern itself with:
(a) Customer satisfaction
(b) Liquidity position
(c) Productivity of all employees and equipment and the Innovative ability to
maintain longevity
(d) ‘What if’ analysis with different scenarios
(e) Managing tax payments and tax liabilities through tax avoidance, rather than
tax evasion, and other factors.
Public Speaking
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