1、Management SkillsPerformance Improvement.Definition.DefinitionSupervisor or Manager is the person who lead a team of people to achieve targets and goals set by the organization.Sharing experience.ORGANISATIONAL LEVELTOP MANAGERSMIDDLE MANAGERSFIRST-LINE MANAGERSOPERATIVES.FIRST-LINE MANAGERS Supervi

2、sors responsible for directing the day-to-day activities of operative employees.MIDDLE MANAGERSIndividuals at levels of management between the first-line manager and top management.TOP MANAGERSIndividuals who are responsible for making decisions about the direction of the organization and establishi

3、ng policies that affect all organizational members.OperativesPeople who work directly on a job or task and have no responsibility for overseeing the work of others.Process.ORGANIZINGPLANNINGLEADINGCONTROLLINGMANAGEMENT.PLANNINGDefining goalsEstablishing strategyDeveloping plans to coordinate activit

4、ies.ORGANIZINGWhat tasks are to be doneWho is to do themHow the task to be groupedWho reports to whomWhere decisions are to be madeLength of time.LEADINGMotivating employeesDirecting the activities of othersSelecting the most effective communication channelResolving conflicts.CONTROLLINGMonitoring p

5、erformanceComparing performance with goalsCorrecting any significant deviations.DOING10 % -50%.FIRST LEVEL MANAGERS.MIDDLE MANAGERS.TOP MANAGERS.ToolsOptimum results.Delegationexplain why job is importantdefine results wantedauthorityagreed on deadlineask for feedbackset up controls.Problem SolvingW

6、ork changingFocus on system: Dr Juran 80% System 20% PeopleService Industry 30-80% loss in non value added job.ToolsSWOTFISHBONEACTION PLAN.SWOT.SWOT AnalysisWhat is SWOT Analysis?Tools for auditing an organization and its environment.1st stage for planning.S Strength (Kekuatan Dalam)W Weaknesses (Kelemahan Dalam)O Opportunity (Peluang Luaran)T Thr