Topics: Management, Strategic management, Customer service Pages: 3 (361 words) Published: October 5, 2014
Class notes – 4/27/13

1)Management structure – very important to know

a)Tactical mgmt. – guide operational mgmt.
b)Operational mgmt. (aka middle mgmt.) gets information from non-mgmt. c)I.e. In a bank
i)Non-mgmt. = tellers and customer service reps.
ii)Operation mgmt. – Mission statement, business objectives, business government, business compliance, business, function, business rules, & business process.

2)80/20 RULE - people who bring 80% of business needs more attention than the customers that bring 20% of your business.

Leader Manager
Oversee operations
Problem solvers
Business success rate
Reporting to DR
PatienceOversee operations
Problem solvers
Business success rate
Reporting to DR
Check ups/Check lists
Day to day operations
Time constraints
Business functions
Business compliance
More customer facing
Understanding strengths/Weakness of employees
Assigns task
Weekly/Monthly Forecasts
Business improvement

Strength weakness opportunities and threats

How to do a SWOT ananlysis:
Stakeholders presents – need best perspectives.
Formal meeting – impartial facilitator present
Capture data
Strength vs weaknesses - internal
Opportunities vs threats – external

Book reading notes:
The dominant view in management theory and society in general is that managers are directly responsible for an organization’s success or failure. We call this perspective the omnipotent view of management. In contrast, others have argued that much of an organization’s success or failure is due to external forces outside managers’ control. This perspective is called the symbolic view of management.

Class notes:
-BCP – Business continuity planning
Planning for critical crisis – i.e. 9/11, earthquakes, etc.

Case study – Gold Bank – consumer bank – have checking and savings...
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