GBS 550 2019 Module Lusaka Campus
GBS 550 2019 Module Lusaka Campus
GBS 550 2019 Module Lusaka Campus
SCHOOL OF BUSINESS
Lusaka Campus
MBA – GENERAL/FINANCE
(2019)
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Graduate Studies-GBS 550-Management Theory and Practice Module
Contents
List of Tables .............................................................................................................................................................6
List of Figures ............................................................................................................................................................6
An Interactive Module ................................................................................................................................................7
INTRODUTION TO MANAGEMENT .........................................................................................................................8
Synopsis ....................................................................................................................................................................8
Chapter One-General Introduction ............................................................................................................................9
1.1.0 Introduction-What is Management ................................................................................................................9
1.1.1 What is management?..................................................................................................................................9
1.1.1.1 What is science?........................................................................................................................................10
1.1.1.2 What is an art?...........................................................................................................................................11
1.1.1.3 How about profession, is management a profession? ...............................................................................13
1.1.2 Management and Administration ................................................................................................................14
1.1.3 The Nature of Management ........................................................................................................................15
1.1.4 Characteristics of Management ..................................................................................................................16
1.1.5 Levels of Management ...............................................................................................................................17
1.1.6 Managerial Skills ........................................................................................................................................18
2.0 Functions and Roles of Managers ..............................................................................................................22
2.1 Planning......................................................................................................................................................22
2.2 Organising ..................................................................................................................................................24
2.3 Staffing .......................................................................................................................................................25
2.4 Directing .....................................................................................................................................................25
2.5 Controlling ..................................................................................................................................................26
2.6 Coordination ...............................................................................................................................................26
3.0 Leadership ..................................................................................................................................................29
3.1 Definition of Leadership ..............................................................................................................................29
3.1.1 Nature of Leadership ..................................................................................................................................29
3.2 Qualities/Ingredients of Leadership ............................................................................................................30
3.3 Leadership Styles .......................................................................................................................................32
3.3.1 Leadership Styles in the Managerial Grid ...................................................................................................33
4.0 Leadership Competency Framework ..........................................................................................................34
4.1 What is Competency? ................................................................................................................................34
4.2 Types of Competencies ..............................................................................................................................36
4.3 Competency-based Models ........................................................................................................................37
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List of Tables
Table 1: The difference between management and administration .............................................................................14
Table 2: Roles played by managers.............................................................................................................................27
Table 3: Dimensions of the multi-factor leadership questionnaire................................................................................44
Table 4: Contrast between narrow and wider goals ................................................................................................... 127
List of Figures
Figure 1: Input output model of managing organisations .............................................................................................10
Figure 2: Skill requiremnt for various levels of management .......................................................................................18
Figure 3: Functions of Management ............................................................................................................................22
Figure 4: Leadership styles in the managerial grid.......................................................................................................33
Figure 5: Fayol's managerial activities .........................................................................................................................62
Figure 6: Levels of systems .........................................................................................................................................75
Figure 7: Open systems model ....................................................................................................................................76
Figure 8: The contingency view; a compromise ...........................................................................................................78
Figure 9: The performance appraisal context ..............................................................................................................93
Figure 10: The evaluation process ...............................................................................................................................94
Figure 11: Maslow's needs theory.............................................................................................................................. 112
Figure 12: Saeedna and Nor's presentation of Maslow's needs theory ..................................................................... 113
Figure 13: Saeedna and Nor's expanded view of Maslow's needs theory ................................................................. 114
Figure 14: Herzberg's two factor theory ..................................................................................................................... 115
Figure 15: Chu and Kuo's expalantion of Herzbergs two factor theory ...................................................................... 116
Figure 16: Vroom's expectance model ....................................................................................................................... 117
Figure 17: The planning steps.................................................................................................................................... 126
Figure 18: MBO stages .............................................................................................................................................. 131
Figure 19: The strategic planning process model ...................................................................................................... 135
Figure 20: Carrol's CSR triangle ................................................................................................................................ 157
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An Interactive Module
This module is design to interact with the reader in every perspective. Active rather than passive learning is
the preferred way to go these days. This is so because active learning is interesting and fun. This module
employs two interactive learning strategies: Assignment interactive annotations and action learning
exercises.
Interactive annotations were intended to create a dynamic, instructive, and interesting learning tool. In short,
the desire was to make the module come alive. This pedagogical experiment seems to have worked well in
making the reader develop interest to read and apply the concepts. The annotations integrate timely facts,
provocative ideas and discussion questions
There are some Action Learning Exercise at the end of each topic and a summary at the end of each chapter
that provides an overview of the chapter and contemporary issues. These exercises strive to heighten self-
awareness and build essential managerial skills. The exercises can be completed alone or in cooperative-
learning teams.
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INTRODUTION TO MANAGEMENT
Lesson Objectives
Synopsis
This course will discuss management and administration, its significance in achieving organizational
objectives efficiently and effectively and how the practice is cardinal to keeping the organisation flourish
amidst stiff competition.
Managers do this by carrying out various functions such as planning, organizing, staffing, leading, motivating,
communicating and controlling. Managing is an essential activity at all levels although the managerial skills
and roles vary at different organizational levels. This lesson begins with some background knowledge to the
discipline of management, and the main purpose is to understand the meaning, process, skills and functions
of management.
Further, the cardinal point is that at Master degree level, the candidate should be able to apply the concepts
to everyday life at work, home and in the community.
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In the words of Mary Parker Follet, a management scientist, management is “the art of getting things done
through people”. This definition throws light on the fact that managers achieve organizational goals by
enabling others to perform rather than performing the tasks themselves. Management encompasses a wide
variety of activities that no one single definition can capture all the facets of management. That is why, it is
often said that there are as many definitions of management as there are authors in the field.
a) Management is the art of getting things done through and with people in formally organized
groups.
b) Management is simply the process of decision-making and control over the actions of human
beings for the express purpose of attaining predetermined goals.
c) Management is a social process entailing responsibility for the effective and economical planning
and regulations of the operations of an enterprise in fulfilment of a given purpose or task (Brech,
1957).
d) Management is the coordination of all resources through the process of planning, organizing,
directing and controlling in order to attain a given stated objective (Fayol, 1916; Koontz and
O’Donnel, 1976)
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It is evident that the emphasis is on achieving the objectives by using material, machinery, money and the
services of men. These inputs are drawn from the environment in which the organization exists. Whether an
organization is engaged in business or non-business, the various inputs are judiciously used to produce the
outputs.
Depending on the nature of business or activity that a firm is engaged in, the output of the firm may be a
physical product or service. Since a business organization is an economic entity, the justification for its
existence lies in producing goods and services that satisfy the needs of the people. As could be seen in the
figure, the organization draws several inputs from the environment, converts them into products or services
and sends them back to the environment. Environment here means the larger system, i.e., the society in
which the firm exists. Therefore, it goes without saying that how effectively the goods and services are
produced is a matter of concern for any society, given the scarcity of resources. Effective management
therefore plays a crucial role in this context. The model below shows this description:
External
Environment
These authors seem to be linking management to a science and an art at the same time…….what do you
think?
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a) Every organizations human resources are different attitudes, aspirations and perceptions. So
standard results may not be obtained.
b) Readymade and standard solutions cannot be obtained.
c) Management is complex and unpredictable.
d) Every organization decisions are influenced by the environment.
a) Management process involves the use of practical knowledge and personal skills.
b) Management is creative.
The application of practical knowledge and certain skills helps to achieve concrete results.
So, based on the two constructs, could you say management is a science or an art?
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Management can be said to be both a science and an art. First, it is a science because it is based
on a set of organized knowledge founded on proper scientific findings and exact principles. It is part
of the branch of science known as social science just like sociology, economics or history. The
other branches of science are physical science, biological science etc. Management is also a
behavioral science in which its theories and principles are based on the situation.
Management can also be an art. An art refers to the best way of doing something. Management can
be said to be the process of directing scientific knowledge to the accomplishment of objectives. Like
any other art, management is creative, develops new situations, new designs and new systems
needed to improve performance. Art therefore is the ‘know-how’ or ‘technique’ to achieve a desired
result. The most productive art is always based on an understanding of the science underlying it.
Art and science therefore are not mutually exclusive but are complementary. As science improves,
so should art. As Koontz and O’Donnell (1976) point out ‘physicians without a knowledge of science
become witchdoctors, but with science, they become skillful, artful surgeons.’ Therefore, managers
who operate without scientific knowledge (in the form of theory) can only trust in luck, intuition,
common sense and experience (which may be wrong experience). However, in utilizing theory and
science, managers must learn to blend knowledge (principles) and practice to achieve desired
results.
The purpose of science is to explain phenomena. Science is based on the belief that relationships
can be found between two or more sets of events. The scientific method involves determining facts
through observation of events and verifying their accuracy through continued observation. After
classifying and analyzing the facts observed, scientists establish causal relationships known as
hypotheses that they test for accuracy. When hypotheses are supported, and are found to explain
or predict reality they become principles. However, principles are not permanent they can still be
challenged by future research and analysis and either modified or discarded.
Principles, Theory and Concepts: Principles, theory and concepts form the structural framework
of a science.
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Principles are fundamental truths or what are believed to be truths at a given time, explaining
relationships between two or more sets of variables. For example: Motivation has a positive effect
on the performance of employees.
For example, the theory of attribution which explains the behaviour of an individual on the basis of
whether it was caused by an external or an internal influence. Internal causes are those believed to
be under the personal control of the individual while external causes are those believed to be beyond
the control of the individual. These are judged on the basis of distinctiveness, consensus and
consistency.
Concepts are mental images of something formed by generalization from particulars. Concepts are
the building blocks of theory and principles. However, they tend to always imply different things to
different people. For example concepts such as: management, organization, technology, labour etc.
Management, does not posses all the above characteristics of a profession. Unlike medicine, accounting or
engineering. Management does not have any fixed norms of managerial behaviour. There is no uniform code
of conduct or licensing of managers.
Further the entry to managerial jobs is not restricted to individuals with a special academic degree only. In
the light of this analysis we can conclude that management cannot be called a profession.
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The two terms Management and Administration are often used interchangeably. There is a lot of controversy
on the use of these two terms.
Firstly, administration is above management: Many management experts hold the view that administration is
higher-level activity. Administration is concerned with decision making and policy formulation, while
management is concerned with the execution of what has been laid down by the administrators.
Second, administration is a part of management: Management is the generic term for total process of
executive control involving responsibility for effective planning and guidance of the operations of an
enterprise. Administration is the part of management which is concerned with the installation and carrying
out of the procedure by which the programme is laid down and communicated and the progress of activities
is resulted and checked against plans. This breech concerns administration as part of management.
Thirdly, administration and management are the same: The third view is a more practical one, where there
is no distinction between the two terms management and administration. Management is used for higher
level functions like plans, organizing, directions and controlling in a business organization whereas
administration is used for the same set of functions in government organizations.
Look closely at the major differences between the two themes below:
Administration Management
Administration lays down broad policies and Management executes these policies into
principles for guidance practice
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Industrial revolution had thus sown the seeds of modern management. The early scientific enquiries into the
practice of management began. Despite the growing importance of management as an academic discipline
immensely contributing to the quality of human life, it is disheartening to know that the concept is still clouded
by certain misconceptions. No doubt, management as an academic body of knowledge has come a long
way in the last few decades. It has grown in stature and gained acceptance all over the world. Yet, it is a
paradox that the term ‘Management’ continues to be the most misunderstood and misused. Certain questions
like whether management is a science or art or profession are yet to be answered in a satisfactory way.
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Management is an activity: Management is an activity that concerns the effective use of all resources both
human and non-human. It is the driving force that inspires an undertaking. It creates the conditions and
relationships that bring about the full use of resources.
Management is Purposeful and goal-oriented: The main concern of management is the achievement of
clearly defined goals or objectives. Management is said to be successful only to the extent to which these
objectives are achieved.
Management is a Social Process: Organizations are social entities, as they are constituted of people. As
such, management has to control, organize and motivate people and create a favourable climate for their
development.
Management is getting things done: A manager does not usually do the operating work himself, but gets
the work done with and through people. A manager has to direct people, harness talents through training and
procure technical, human, and psychological skills (intellectual capital).
Management is an intangible force: Though intangible, management is not abstract but a social skill which
is evident by the quality of the organization in terms of the efficiency and effectiveness of its operations.
Management is an Integrating Process: Management brings together people, machines and materials to
carry out the operation of the organization and achieve a set of given objectives. It is a result-oriented
process.
Management is separate from ownership: Management and ownership may be the same in small family
or individual or sole proprietorship businesses, but in modern enterprises or corporations, a vast number of
shareholders own the business enterprise or organization, while management is in the hands of qualified,
professional and competent managers, who normally do not posses any ownership interest.
Management is a Universal Activity: The techniques and tools of management are universally applicable.
Managers perform the same functions regardless of their position in the management hierarchy, type of
enterprise or location of enterprise.
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Top management constitutes the highest level in the management hierarchy. This is the policy making
level in any organization. This level consists of a small group of executives. Board of Directors, Chairman,
Managing Director and the top functional heads such as COO, CIO, and such other C-suite managers,
and divisional managers comprise this level. Top managers are responsible for the overall management
of the organization. They decide the enterprise objectives, policies and strategies to be pursued to
achieve the objectives. They provide direction to the organization by guiding its interactions with the
environment. The main functions of top management are
Top
b) Middle level management:
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This is the lowest level in the hierarchy of management. Usually the jobs at this level are the entry level
positions into management profession. Managers at this level direct the operating employees (workers).
They are close to the action for their job involves supervising the activities of operatives. Front-Line
managers in the production department are called foreman, supervisor, superintendent, inspector and
so on. For instance, in a manufacturing concern, in marketing, finance and others departments, they are
called management trainees or junior executives. This level specifically works:
Consider below figure 1 which shows the levels of management responsibility, the principal skill requirements,
and the extent to which each kind of skill is required at each level
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of technical and conceptual skills than human skills. This is necessary because this is the production level of
the organisation.
Middle managers tend to have higher conceptual skills followed by technical skills while top managers tend
to have the highest conceptual skills than the other two levels of management. Top managers are figureheads
and vision carriers thus the need for them to conceptualize the organisation in business prosperity context.
Technical Skills
Technical skills refer to the ability to use the tools, equipment, procedures, techniques and knowledge of a
specialized field. It is primarily concerned with the ways of doing the things. It implies proficiency in a specific
field of activity. Technical skills are most important for the lower level managers, because by nature their job
involves supervision of the workers. Effective supervision and coordination of the work of the subordinates,
therefore, depends on the technical skill possessed by the lower level manager. Any supervisor without a
sound knowledge of the job cannot make an effective supervisor. Such supervisors are not respected by the
subordinates at the shop floor. The relative importance of the technical skills as compared to the other skills
diminishes as one move up to higher levels of management.
Human Skills
Human skills are primarily concerned with “persons” in contrast to “things”. When a manager is highly skilled
in employee relations, he is aware of their attitudes, assumptions, and beliefs and recognizes their limitations
as well as their usefulness. He accepts as an important fact of life, the existence of viewpoints and feelings,
different from his own. Thus, human skills refer to the ability of the manager to work effectively as a group
member and to build cooperative effort in the team he leads. It is the ability to work with, understand and
motivate people. He understands why people behave as they do and is able to make his own behaviour
understandable to them. He can foresee their reactions to possible courses of action. His skill in working with
others is natural and continuous. He does not apply it in random or in inconsistent fashion. It is a natural
ingredient of his every action. The flair for understanding, empathizing and working with people are central
to the human skills.
Conceptual Skills
Conceptual skills also called design and problem-solving skills involve the ability to:
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Conceptual skills extend to visualizing the relation of the organization to industry, to the community and to the political,
economic and social forces of the nation as a whole and even to forces which operate beyond the national boundaries.
It is the creative force within the organization. A high degree of conceptual skill helps in analyzing the environment and
in identifying the opportunities and threats
Review Questions
1. Explain the different levels in management and how the scope of authority and responsibility varies from one
level to the other.
2. What are the skills required by a manager as he moves up the hierarchy? What methods do you suggest to
equip the managers those skills.
3. Explain the importance of conceptual skills for long term survival of an organisation. How do good conceptual
skills allow a firm gain competitive advantage? Give appropriate examples
4. What can make management a profession?
5. What is the technical difference between management and administration?
6. Would you describe, with the help of a diagram, the relative skills needed for effective performance at different
levels of management?.
7. Do you think education can improve the skill of a manager? Elaborate.
1. Management is essential: (a) everywhere (b) somewhere (c) only in the factory (d) in industry only
2. Definitions of management are: (a) almost similar (b) numerous (c) nearly similar (d) similar
3. The aim of all managers is to: (a) lead a better life (b) ensure profit to the owners (c) create a surplus (d)
produce quality goods
4. Management is gradually turning towards: (a) civilisation (b) revolution (c) professionalisation (d)
organisation
5. Industrially developed countries do have one common characteristic: (a) they are rich in natural resources
(b) they are thinly populated (c) they have well developed management (d) they save a lot
6. Manager is one who: (a) does everything by himself (b) gets things done through the efforts of others (c)
gives order to people (d) earns profit
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7. An organiser is one who: (a) makes plans (b) assembles resources (c) executes plans (d) controls activities
8. Administration is concerned with: (a) executing plans (b) making plans (c) assembling resources (d) co-
ordinating actions
9. Technical skills are specially important for: (a) mid-level managers. (b) first line managers. (c) top level
managers. (d) all managers.
10. Conceptual skill is the ability to: (a) work with others. (b) visualise the enterprise as a whole. (c) diagnose
a problem. (d) identify the key variables in a situation.
11. A successful manager needs: (a) only technical skills. (b) only human skills. (c) only conceptual skills. (d)
all the skills in right proportion.
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Graduate Studies-GBS 550-Management Theory and Practice Module
The functions of Management are common to all alike; weather a business firm or a non-business firm.
Management‘s primary function is the satisfaction of the stakeholders. This typically involves making a profit
(for the shareholders), creating valued products at a reasonable cost (for customers), and providing rewarding
employment opportunities (for employees). This can be achieved only when management accomplishes its
functions. A diagrammatic representation of the functions of management is as under:
The figure shows dotted lines connecting the various functions implying that the managers’ functions
overlap and are used in a combination. Let us look at each one of these functions in detail as follows
2.1 Planning
Planning means looking ahead and chalking out future courses of action to be followed taking into
consideration available & prospective human and physical resources. It is a systematic activity which
determines when, how and who is going to perform a specific job. It is rightly said ―Well plan is half done‖.
Planning in simple is looking ahead. It is preparing for the future. It involves outlining a future course of action.
Planning makes the things to happen. Therefore, it is needless to say that in the absence of planning, things
are left to chance. Planning is unique in that it precedes all the other managerial functions. It involves deciding
the objectives and formulating the policies and procedures to achieve them. Effective planning provides
answers to questions like – what to do? How to do? Who is to do? and when to do?
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Planning requires administration to assess appropriate course of action to attain the company‘s goals and
objectives. For management to do this efficiently, it has to be very practical and simple. Planning is important
at all levels of management. However, its characteristics vary by level of management.
a) Establishment of objectives: This include setting of goals and objectives to be achieved which must
stated in a clear, precise and unambiguous language but in quantitative, practical, acceptable, workable
and achievable manner.
b) Establishment of Planning Premises: Planning premises may be internal or external. Internal includes
capital investment policy, management labour relations, philosophy of management, etc. Whereas
external includes socio- economic, political and economical changes. Internal premises are controllable
whereas external are non-controllable.
c) Choice of alternative course of action: A number of alternative course of actions have to be considered
by evaluating each alternative in the light of resources available and select the best alternative.
d) Securing Co-operation:
After the plans have been determined, it is necessary rather advisable to take subordinates or those
who have to implement these plans into confidence. This motivates them, and thus valuable suggestions
can come and employees will be more interested in the execution of these plans.
e) Follow-ups
Follow up/Appraisal of plans: After the selected plan is implemented, it is important to appraise its
effectiveness and correct deviations or modify the plan as required.
Planning is basically a decision making function which involves creative thinking and imagination that
ultimately leads to innovation of methods and operations for growth and prosperity of the enterprise.
Planning is a function performed by managers at all levels. Though every manager plans, the plans
developed by different managers may vary in respect of scope and importance. For example, plans
made by top managers have a wider scope with a focus on the organization as a whole and normally
cover a longer period. On the other hand, plans developed by middle and lower level managers relate
to the divisions or departments and usually cover a short period. Systematic planning helps in facing the
uncertainties of future with less embarrassment. It helps in making things happen in the expected way.
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2.2 Organising
Organizations achieve objectives by using physical and human resources. When people work in groups,
everyone in the group should know what he/she is expected to achieve and with what resources. In other
words, organizing involves establishing authority - responsibility relationships among people working in
groups and creating a structural framework. Thus, the manager’s task in organizing aims at creating a
structure that facilitates the achievement of goals. Organizing therefore involves:
The managerial function of organizing involves designing the structure and establishing functional and
operational relationships. The resulting structure varies with the task. A large organization with huge market
needs a different structure compared to a small organization. Similarly, structure of an organization operating
in a stable environment may be different from the one operating in a dynamic environment
a) Identification of activities - All the activities which have to be performed in a concern have to be
identified, grouped and classified into units.
b) Departmentally organizing the activities - dividing the whole concern into independent units and
departments is called departmentation.
c) Classifying the authority - Authorities bringing smoothness in a concern‘s working.
d) Co-ordination between authority and responsibility: Each individual is made aware of his authority
and knows whom they have to take orders from and to whom they are accountable and to whom
they have to report.
Thus an organization structure should be designed to clarify who is to do what tasks and who is responsible
for what results and to furnish decision-making and communications networks reflecting.
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2.3 Staffing
Organising process results in the creation of a structure with various positions. Staffing involves manning the
various positions of the organisation. It includes manpower planning, recruitment and selection of the right
people, training and developing them, deciding financial compensation, appraising their performance
periodically. There is a debate whether staffing function is to be performed by all managers in the organisation
or handled by human resources department alone. However, some processes of staffing are performed by
personnel department only. For example recruitment and selection, training, fixation of salary, etc.
Performance appraisal, on the other hand, may be done by all managers.
2.4 Directing
Directing is a process in which the managers instruct, guide and oversee the performance of the workers to
achieve predetermined goals. Planning, organizing, staffing has got no importance if direction function does
not take place.
Characteristic of directing
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Directing involves the use of three components of management in the following way:
a) Communication: the process of information flow from one person to another and across the
organization;
b) Leadership: the process by which a manager guides and Influences the work of his subordinates;
and
c) Motivation: the act of stimulating the people so that they give their best to the
organisation.
2.5 Controlling
Planning and controlling – the two functions are closely interrelated in that while plans specify the objectives
to be achieved, control as a managerial function facilitates to know whether the actual performance is in
conformity with the planned one. So that, in the event of deviations, appropriate corrective measures could
be taken. In the absence of adequate control mechanism, unexpected changes in the environment may push
the organisation off the track. Thus, controlling implies measuring and correcting the activities to ensure that
events conform to plans. That is why planning and controlling are often described as the ‘Siamese’ twins of
management. Control involves four main elements:
2.6 Coordination
Co-ordination tries to achieve harmony between individual‘s efforts towards achievement of group goals and
is a key to success of management. Management seeks to achieve co-ordination through its basic functions
of planning, organizing, staffing, directing and controlling.
Co-ordination is achieved through planning, organizing, staffing, directing and controlling. Co-ordination is
life-line of management. It is required in each and every function and at each and every stage and therefore
it cannot be separated.
Coordination involves coordinating all the major aspects of organisations such as production, marketing,
finance and procurement.
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A manager wears many hats. Not only is a manager a team leader, but he or she is also a planner, organizer,
cheerleader, coach, problem solver, and decision maker — all rolled into one. And these are just a few of a
manager's roles. In addition managers' schedules are usually jam-packed. Whether they're busy with
employee meetings, unexpected problems, or strategy sessions, managers often find little spare time on their
calendars.
In his classic book, The Nature of Managerial Work, Henry Mintzberg describes a set of ten roles that a
manager fills. These roles fall into three broad categories namely:
Consider the detailed description for each of the roles in the table below:
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Decisional Disturbance Handler Take corrective action during disputes or crises; resolve
conflicts among subordinates; adapt to environments.
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3.0 Leadership
Lesson Objectives
define leadership
describe the nature of leadership
distinguish between management and leadership
elaborate the importance of leadership in management
discuss the qualities/ingredients of leadership
Robbins and Judge, (2009), define leadership as; ‘’the ability to influence a group toward the achievement of
a vision or set of goals’’.
Leadership according to Hemphill and Coons (1957; in Gregoire and Arendt 2004, p.396 ) is a; “behaviour of
an individual…directing the activities of a group towards a shared goal”.
Hersey and Blanchard (1993) defined leadership as; ‘the process of influencing the activities of an individual
or group in efforts toward goal achievement in a given situation.
Ideally, people should be encouraged to develop not only willingness to work but also willingness to work
with confidence and zeal. Confidence reflects experience and technical expertise; zeal is earnestness, and
intensity in the execution of work. A leader acts to help a group achieve objectives through the exploitation
of its maximum capabilities. A leader does not stand behind a group to push and prod; she/he places
herself/himself before the group, facilitates progress and inspires the group to accomplish organisational
goals
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managers only of organised groups. Thus it can be said that a manager is necessarily a leader but a leader
may not be a manager.
Leadership is essential for managing. The ability to lead effectively is one of the keys to being an effective
manager because she/ he has to combine resources and lead a group to achieve objectives.
Leadership and motivation are closely interconnected. By understanding motivation, one can appreciate
better what people want and why they act as they do. A leader can encourage or dampen workers' motivation
by creating a favourable or unfavourable working environment in the organisation. The essence of leadership
is followership. In other words, it is the willingness of people to follow a person that makes that person a
leader. Moreover, people tend to follow those whom they see as providing a means of achieving their own
desires, needs and wants.
Leadership involves an unequal distribution of power between leaders and group members. Group members
are not powerless; they can shape group activities in a number of ways. Still the leader will usually have more
power than the group members.
Leadership is to be concerned about values. Followers learn ethics and values from their leaders. Leaders
are the real teachers of ethics and they can reinforce ideals. It is very important for leaders to make positive
statements of ethics if they are not hypocritical.
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1. Power: This is the first ingredient of leadership. Power is the potential ability to affect the behaviour
of others. The word potential suggests that one can have power without actually using it. In
organisational settings, there are usually five kinds of power - legitimate, reward, coercive, referent,
and expert power. A manager may have one or more of these kinds of power.
Legitimate power: This power is granted through the organisational hierarchy. It is the same
as authority. All managers have legitimate power over their sub-ordinates.
Reward power: Reward power is the power to give or withhold rewards. In general, the
greater the number of rewards controlled by a manager and the more important the rewards
are to the subordinates, the greater the manager's reward power.
Coercive power: This type of power is the power to force compliance via psychological,
emotional, or physical threat. In some isolated settings, coercion can take the form of
physical punishment. It is likely that the more a manager uses coercive power, the more
likely he or she is to provoke resentment and hostility
Referent Power: Referent power is more abstract than the other types of power. It is usually
based on identification or imitation. That is, followers may react favourably to a leader
because somehow they identify with the leader, who may be like them in background,
attitude, affiliation or personality. Referent power may also take the form of charisma, an
intangible attribute in the leader's personality that inspires loyalty and enthusiasm
Expert power: Expert power is derived from expertise. A scientist who is capable of
achieving an important technical breakthrough or a manager who knows how to deal with
an important but eccentric customer, are examples of expert power
2. Fundamental understanding of people: It is not enough to know the theoretical aspects of motivation.
The more important is the ability of the manager to apply them to real people and situations. But a
manager who understands the elements of motivation and motivation theories, is more aware of the
nature and strength of human needs and is better able to define and design ways of satisfying them
and to administer so as to get the desired responses
3. The ability to inspire followers to apply their full capabilities: Inspiration to do something usually
comes from leaders, who may have qualities of charm and appeal that give rise to loyalty, devotion,
and a strong desire on the part of followers to promote what leaders want. This is not a matter of
need satisfaction; rather, it is a matter of unselfish support from followers to their leader. The best
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examples of inspirational leadership come from hopeless and frightening situations. The workers of
a dying concern may come forward and follow the leader to overcome crisis.
4. The ability to develop a climate conducive to arousing motivation: This ingredient of leadership has
to do with the style of the leader and the climate she or he develops. As we know, strength of
motivation greatly depends on factors that are part of an environment, as well as an organisational
climate. There is no denying the fact that the primary tasks of managers are the design and
maintenance of an environment for performance. The fundamental principle of leadership is this -
since people tend to follow those who, in their view, offer them a means of satisfying their own
personal goals, the more managers understand what motivates their subordinates and how these
motivations operate, and the more they reflect this understanding in carrying out their managerial
actions, the more effective they are likely to be their leaders
a) Autocratic leadership: This type of leadership is based on the use of coercive power. An autocratic
leader gives orders and expects compliance. He is dogmatic and leads by the ability to withhold or
give punishment or rewards. However, some autocratic leaders may happen to be "benevolent
autocrats". Usually, they are willing to hear and consider subordinates' ideas and suggestions but
when a decision is to be made, they turn to be more autocratic than benevolent.
b) Democratic leadership: The type or style of leadership that uses legitimate power can be called
democratic leadership. A democratic leader usually consults with subordinates on proposed actions
and decisions and encourages participation from them. This type of leader ranges from the person
who does not take action without subordinates’ concurrence to the one who makes decisions but
consults with sub-ordinates before doing so
c) Free-rein leadership: The leadership style which allows maximum freedom to followers may be
called free-rein leadership. A free-rein manager gives workers a high degree of independence in
their operations. He or she depends largely on subordinates to set their own goals and the means of
achieving them, and they see their role as one of aiding the operations of followers by furnishing
them with information and acting primarily as a contact with the groups' external environment.
Contemporary Styles
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d) Consultative management: Under this type of management managers have substantial but not
complete confidence and trust in subordinates, use rewards for motivation with occasional
punishment and some participation, usually try to make use of subordinates' ideas and opinions,
engage in communication flow both up and down, make broad policy and general decisions at the
top while allowing specific decisions to be made at lower levels and act consultatively in other ways.
e) Participative management: Under this type managers have complete trust and confidence in
subordinates in all matters; they always get ideas and opinions from subordinates and constructively
use them. They engage in much communication down and up and with peers, encourage decision-
making throughout the organisation, and give economic rewards on the basis of group participation
and involvement in such areas as setting goals.
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The bi-dimensional managerial grid identifies a range of management behaviours based on the various ways
that task-oriented and employee-oriented styles as shown in the figure below:
There is no doubt that the success of individuals is decidedly fundamental to the success of the organization.
This is evident by the number of studies undertaken towards determining the critical success factors (Baker
et al., 1988; Morris, 1988; Pinto and Slevin, 1988). But what is worth noting is that earlier researchers failed
to associate firms’ success to the manager’s competency and leadership style.
Consequently, for managers to be effective and successful they must not only demonstrate efficient
administrative skills and technical know-how, but must also practice an appropriate style of leadership. The
leadership style used can profoundly affect employee morale and productivity so that the success of the firm
may be directly dependent on good leadership
The development of competencies, competency lists, or competency models has become an increasingly
popular way to assess the strengths, needs, and potential contributions of individuals in an organization.
Aristotle (in Muller and Turner 2007) with his pathos, ethos and logos of 300BC knew thousands of years ago that
effective leadership depends on the social competencies needed to form good relationships and evoke common
values.
As acknowledged by Boyatzis (1982), competency means different things to different people. However, it is
generally accepted as encompassing knowledge, skills, attitudes and behaviours that are causally related to
superior job performance. This understanding of competence has been described as attribute-based
inference of competency (Heywood et al., 1992). Alternatively, performance-based approach to competency
can be inferred from demonstrated performance at pre-defined acceptable standards in the workplace
(Gonczi et al., 1993).
According to Parry (1998; in Project Management Institute, 2004) "competency" is "a cluster of related
knowledge, attitudes, skills, and other personal characteristics that affects a major part of one's job, correlates
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with performance on the job, can be measured against well-accepted standards, can be improved via training
and development and can be broken down into dimensions of competencies". The major components of
competencies include: abilities, attitudes, behaviour, knowledge, personality and skills. However, Crawford
(2007) defined manager competence as a combination of knowledge (qualification), skills (ability to do
assignment), and core personality characteristics (motives + traits + self concepts) result to excellent
consequences.
Many authors present a competency based model of some sort which to differing degrees seek to be as
inclusive as possible of the competencies they believe are essential for a leader. Dulewicz and Higgs (2003)
present a comprehensive example of a competency list which amalgamates the key themes of other authors.
They list three competencies categorized as either intellectual (IQ), managerial (MQ) or emotional (EQ)
elements of leadership. It is commonly assumed that IQ is somewhat fixed after the age of twelve. EQ and
MQ, however, can be developed throughout life (Boyatzis and Goleman, 2002; in Muller, 2008, p.46). That
makes it possible for people to learn the competencies that suit the needs of a particular firm.
Applying this model to the profession of project management, Turner and Müller (2006) use these three
categories of competencies to develop a comprehensive assessment of a project manager’s leadership style
against project complexity demonstrating the situational elements of projects.
Geoghegan and Dulewicz (2008) recognized that there is a relationship between a project manager’s
competencies and project success. In order to prove that there is a relationship between the project
manager’s competencies and project success, Geoghegan and Dulewicz (2008) used the Leadership
Dimensions Questionnaires (LDQ) and the Project Success Questionnaire (PSQ) to gather data from 52
project managers and project sponsors. An analysis of PSQ showed three independent factors: usability,
project delivery, and value of output to clients. However, value of output to clients is not related to project
leadership, Geoghegan and Dulewicz (2008) mainly stated the correlations between usability and project
leadership and project delivery and project leadership. They found eight separate leadership dimensions (IQ
dimensions: critical analysis-serious examination EQ dimensions: self-awareness- responsiveness and
attentiveness to self, sensitivity-sympathy, influencing- pressure, motivation-drive and inspire, MQ
dimensions: manage resources, empowering- give authority, developing-nurture) were statistically related to
project performance, so they proved there is a relationship between a project manager’s competencies and
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project success. Defining this kind of relationship offers managers guidance, whereby increased capability in
leadership dimensions can lead to increased success.
Cognitive competencies are related to Barnard’s cognitive functions of the executive, and Confucius’s li.
Behavioural, emotional and motivational competencies are related to Barnard’s cathectic functions, and
Confucius’s jen and li.
However, based on their own observations and their analysis of the literature, Dulewicz and Higgs (2003)
suggest that three types of competency explain most managerial performance; Intellectual (IQ), Managerial
skill (MQ) and Emotional (EQ). The following are competencies and competency dimensions developed by
Dulewicz and Higgs (2003);
(a) Intellectual, IQ
Strategic perspective
Empowering. Sensitivity.
Developing. Influence.
Achieving intuitiveness
Conscientiousness
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Self-awareness.
Source: Turner R. J and Muller R., The Project Manager’s Leadership Style as a Success Factor on Projects
From the above list, they have broken cognitive into intellectual (intelligence and problem-solving abilities)
and managerial (knowledge and skills of management functions). They have combined emotional,
behavioural and motivational (Barnard’s cathectic functions) into one.
Elsewhere, Dulewicz and Higgs (2000) show that intellectual competency (IQ) accounts for 27% of leadership
performance, managerial competency (MQ) accounts for 16%, and emotional competency (EQ) accounts for
36%.
Emotional competency is therefore the most significant, but the other two are important, as Barnard and
Confucius suggested. The following presentation highlights the development in competency listing from
500BC to date;
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groups are employees of technical activities (Aubret et al., 2005). The debates in the French context relate
to changes in job organization: management by competencies versus classification (ex. Zarifian, 1988). Thus,
while the Anglo-Saxon world produces “behavioural” competency models for upper and middle managers,
French human resources specialists generate “knowledge” and specific “know how” competencies for
technicians and operators (Aubret et al., 2005).
Contrary to a priori conceptualisation in North America, competency management in France had emerged
from a series of experimentations in enterprises (Bouteiller and Gilbert, 2005). Some large organizations
started to use competency management in the second half of the 1980s (Aubret et al., 2005). The scholars
mention IBM France or Sollac as companies which launched competency management in 1985 and 1986
respectively. Until the beginning of the 1990s, the notion of “management of competencies” was used rarely
in France (Bouteiller and Gilbert, 2005).
While some scholars distinguish French and American approaches to competency management (Aubret et
al., 2005; Bouteiller and Gilbert, 2005), other researchers expand American conceptualisation to Anglo-
Saxon world. Thus, they compare the French way of thinking to that of Anglo-Saxon countries (Defelix et al.,
2001).
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Partington (2003) further identified four main approaches to the study of leadership each having its own
research tradition, purposes and underlying assumptions as follows; the trait school, the behavioural school
of thought, the contingent school of thought and the visionary school of thought.
Trait theories are concerned with the personal characteristics and have found different characteristics, which
make the differences between leaders and non-leaders (Bass, 1981; Armandiet et al., 2003). Turner (1999)
identified seven traits of effective managers including problem - solving ability, results orientation, energy and
initiative, self-confidence, perspective, communication and negotiating ability.
However, one of the main limitations of this school is that it tries to generalise a set of common traits across
all leaders irrespective of the various variables that may influence the leader’s behaviour and effectiveness.
In recent studies, the following key leadership traits have been identified: (a) drive (including achievement,
motivation, ambition, energy, initiative and tenacity), (b) leadership motivation (the aspiration to lead), (c)
honesty and integrity, self-confidence (including emotional stability), (d) cognitive ability, and an
understanding of the business, (e) creativity, flexibility and charisma (the impact of these factors is, however,
less clear).
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Through extensive leadership research (Halpin and Winer, 1957; Blake et al., 1973), task and relationship
are distinguished in two dimensions: “Initiating Structure” (task behaviour) and “Consideration” (relationship
behaviour). Task behaviour is the extent to which a leader engages in one-way communication, explaining
what each follower is to do, as well as when, where, and how tasks are to be accomplished. Tasks emphasize
deadlines, structure projects, and standardize procedures: the desired outcomes as well as the desired
means are all concerns in the leadership process. To cope with such high task demands, leaders are
expected to be equipped with high IQ attributes such as analytical, logical and reasoning skills. Such “rational”
behaviour was highly valued in the industrial age. Many organizations generally base leader selection on
high IQ (Neisser et al., 1996; Rees and Earles, 1992, 1993).
Relationship behaviour or “Consideration” is the extent to which a leader engages in two way communication
by providing socio-emotional support, ‘psychological strokes,’ and facilitating behaviour. Industrialization has,
for over a century, emphasized mechanization, efficiency, time management and any approach that would
result in high levels of productivity by employees. People were viewed and treated mechanistically, resulting
in unprecedented social and health problems and alienation (Weiner, 1954; Braverman, 1974; Morgan,
1997). Even theories concerning relationship (Fiedler, 1967; Evans, 1970; Hersey and Blanchard, 1977) in
the second half of the twentieth century departed little from the emphasis on tasks and productivity.
These studies suggested that the most effective leaders are those who engage in both task and relationship
behaviours. Perhaps the most popular approach to understanding leadership based on style is Blake and
Mouton’s Managerial Grid, which has since been refined and revised by Blake and McCanse and named the
leadership grid (Blake and McCanse, 1991). Hackman and Johnson (2004) noted that “styles can be paired
down to two primary models of communication: one model compares authoritarian, democratic, and laissez-
faire styles of leadership communication; a second model contrasts task and interpersonal leadership
communication”.
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Leader style is a behaviourally oriented approach to understand leadership. The style approach focuses on
behaviour and explains how leaders combine task and relationship behaviours to influence subordinates in
their efforts to reach a goal. This theory of leadership follows the task-versus-relationship categorization
creating a grid of encompassing key styles of leadership (Northouse, 2004). Thus there is a range of a
leader’s behaviour which is highly concerned with results with a very low concern for people. The following
examples classify the various leadership styles and the relevant behaviour;
a) Leadership behaviour highly concerned with production with a very low concern for people is
labelled as authority compliance management.
b) A high concern for people and low concern for results is labelled a country club management
style.
c) The “middle-of-the-road” leader has an equal balance for both task and results.
d) Team management leader has a high focus on both people relationships and task efficiency.
Blake and McCanse (1991) believe that the ideal leadership style is categorized within the dimension called
“team management,” which has a high concern for both people and production.
Trait theories are not particularly useful as a tool as they merely make distinction of leaders from non-leaders.
The primary objective of behavioural approach is to emphasize what leaders actually do in the job rather than
just looking on the traits of the leaders. Behavioural theories, in contrast, thus provide a useful tool to analyse
what leaders actually do and how one may be trained to be a more effective leader.
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richer model for predicting leadership effectiveness, however it does not completely explain all leadership
situations.
These theories, that became prominent towards the end of 1960s, suggested that effective leadership
depends on the situation and that leaders must help the team in the process of achieving their goals.
This approach assesses the characteristics of the leader, identifies the key contingency variables of the
situation and then matches the leader to the situation. One of the main theories of this school is the “path-
goal” theory advocated by House (1971) and further extended by Robbins (1997; 2009). This theory identifies
four leadership styles:
a) Directive.
b) Supportive.
c) Participative, and
d) Achievement-oriented leaders.
It provides a richer model for leadership effectiveness than the previous schools yet does not fully cater for
all possible situations
Theories belonging to the contingency approach mainly focus on the following factors; Task requirements,
Peers' expectations and behaviour, Employees' characteristics, expectations, and behaviour, Organisational
culture and policies.
Individuals such as Margaret Thatcher, South Africa’s Nelson Mandela, Virgin Group CEO Richard Branson,
Apple co-founder Steve Jobs, and American Express chairman Ken Chenault are recognized as leaders and
described in terms such as charismatic, enthusiastic and courageous, (Robbins and Judge, 2009).
This school emerged in the 1980s from studying successful business leaders thriving through times of
organizational change. Bass (1990) identified two main leadership styles for this school:
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Transactional leaders identified the needs of the subordinates and exchanged rewards for the appropriate
levels of performance. On the other hand, transformational leaders went beyond transactions to communicate
their values with the subordinates and enable them to rethink the ways they do things. The author also
proposed four behaviours namely charisma, inspiration, intellectual, stimulation and individual consideration
associated with transformational leadership.
Bass (1990) also developed the prevalent Multifactor Leadership Questionnaire (MLQ) to assess leadership
styles within the organization. Table 3 below describe the three leadership styles identified in the organization;
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Transactional Contingent reward leadership Providing role, task clarification and psychological
rewards
Management by exception(active)
Active vigilance of a leader to ensure goals are met
Management by exception
Leaders intervene after mistakes have happened
(passive)
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The first four styles are termed as resonant and will lead to better performance whilst the last two are termed
as dissonant and are advised to be used with caution under specific conditions. Goleman further claimed that
a significant margin of leadership success is attributable to the emotional intelligence quotient (EQ). However,
Woodruffe (2001) was sceptical about this fact and challenged the popularity of the emotional intelligence
concept as being unproven and often unreliable since it is mostly based on self-assessment questionnaires.
The issue of mono-source and or self-perceptions’ bias was however undermined by Crampton and Wagner
(1994) who concluded that this would pose a relatively small risk to research results.
Dulewicz and Higgs (2003) identified four types of competence that influence the leadership style namely;
Cognitive, Emotional, Behavioural, and Motivational, which they grouped into three competence types, which
they call intellectual quotient (IQ), managerial quotient (MQ) and emotional quotient (EQ).
This school argues that the leadership style is primarily based on the leader’s competencies profile which is
a combination of personal attributes such as sensitivity and intuitiveness and areas of competency in terms
of technical skills and knowledge (Geoghegan and Dulewicz, 2008).
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This school provides as such an alternative lens to measure the effectiveness of leadership through the
impact of leaders on their followers. Turner and Müller (2005) stated a broad consent that the competency
school is the most comprehensive as it encompasses most of the earlier views.
Leadership competencies exhibited by managers are, therefore, believed to be at the base of their managerial
styles and form the key factors towards successful business performance.
Having discussed the development of modern leadership theories and the various schools, it is important to
note that recent research approves the idea that successful projects are led by individuals who possess a
blend of technical and management knowledge, but beyond both, leadership skills (Zimmerer and Yasin,
1998). This view substantiates the competencies’ approach especially in the unique and challenging context
of work operations.
Dulewicz and Higgs (2003) also identified three leadership styles, which they called goal-oriented, involving
and engaging. Through a study of 250 managers working on organizational change projects they showed
that on organizational change projects;
These are similar to the four styles of path-goal theory (House, 1971) and the two styles from the visionary
school (Bass, 1990). So, although these are offered as styles, they are related to the styles of the competency
and visionary schools more than those of the style schools. These styles depict different competence profiles.
All of the six schools of leadership believe that different leadership styles are appropriate in different
situations.
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Emotional intelligence (EI) is defined as the ability to identify, assess and control the emotions of oneself, of
others and of groups (Harms and Credé, 2010). It was first defined by Salovey and Mayer (1997, p.18) as
“the ability to monitor one’s own and others’ feelings and emotions, to discriminate among them and to use
this information to guide one’s thinking and actions”. This definition was later modified by Salovey and Mayer
(2001) to “the ability to perceive emotion, integrate emotion to facilitate thought, understand emotions and to
regulate emotions towards personal growth”
Evidence is accumulating that emotional intelligence is associated with important outcomes such as high
quality social relationships Lopes et al, (2004) ; Lopes et al, ( 2005) and represents a distinct theoretical
construct Brackett and Mayer, (2003). There is a paucity of research, however, on emotional intelligence and
workplace outcomes. Recent findings suggest that emotionally intelligent persons are better performers than
their counterparts (Law, Song, and Wong, 2004; Van Rooy and Viswesvaran, 2004), but most of the
associations are based on self-report measures of emotional intelligence.
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Relatively, emotional intelligence is an emerging subject in service delivery and marketing (Golman, 1995;
Mahyari, 2010). However, its impact on business performance cannot be underestimated (Rahim and Malik,
2010). Theoretically and empirically, emotional intelligence is upheld to enhance employees’ performance in
the areas of personal selling, direct marketing, relationship marketing and service delivery (Kaura, 2011;
Komlosi, 2013; Kenbach and Nocola, 2005; Kim, 2010). Emotional intelligence impacts service quality
(Manisha, 2012; Mahyari, 2010), which forms the basis of customer satisfaction, patronage, loyalty, and
business growth (Manisha, 2012; Ghalandari et al. 2012; Kenbach and Nicola, 2005). Strengthening the
relationship between service delivery and customer demand, satisfaction and retention in the service sector
is the guiding strategy to maximum organizational performance (Radha and Prasad, 2013; Kenbach and
Nicola, 2005). However, organisational performance is boosted when the emotional intelligence of employees
provides cohesion between employees and customers (Ghalandari et al. 2012; Hashem, 2010). The impact
of emotional intelligence on service delivery and organisational performance permeates all sectors
(Shahhosseini et al, 2012), though Manisha (2012) contends that, EI acquisition and use in service delivery
in the banking sector maximises organisational growth.
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Emotional intelligence may contribute to the quality of people’s relationships at work because emotions serve
communicative and social functions, conveying information about thoughts and intentions, and helping to
coordinate social encounters (Keltner and Haidt, 2001). Emotion related abilities help people choose the best
course of action when navigating social encounters. For example, the ability to decode facial expressions of
emotion can help one to evaluate how other people respond to one’s words and actions, yielding important
information for adjusting one’s behavior (Nowicki and Duke, 2001).
The ability to use emotions to guide thinking can help one to consider both emotions and technical information
when evaluating an interpersonal problem. The ability to manage emotions help individuals experience and
express emotions that contribute to favorable social encounters, in part through emotional contagion
(Hatfield, Cacioppo, and Rapson, 1994).
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Khajehpour (2011), investigated the relationship between emotional intelligence, parental involvement and
academic performance of 300 high school Students in Tehran, Iran. Results showed that both emotional
intelligence and parental involvement could predict academic achievement in high school students. Similarly,
there were significant positive relationship between emotional intelligence and academic achievement.
Kim (2010), investigated how salespersons' emotional intelligence affects adaptive selling and positive
emotional expression during the process of interaction with customers, and how such adaptive selling and
positive emotional expression affects the quality of service perceived by customers. The results show those
greater salespersons' emotional intelligence results in better adaptive selling and positive emotional
expression. He found that a person with positive emotional intelligence in work has better sales.
Emotion and cognition can be integrated to influence performance on a variety of tasks (Gray, 2004). Austin
(2004), examined the relationships between trait emotional intelligence (EI) and tasks involving the
recognition of facial expressions of emotion. Two facial expression recognition tasks using the inspection
time (IT) paradigm assessed speed of emotional information processing. Results show that, general emotion-
processing ability contributes to performance on these tasks. Quoidbach and Hansenne (2009), investigated
the relationships between EI, performance, and cohesiveness in 23 nursing teams. Results showed that, EI
provided an interesting new way of enhancing nursing teams' cohesion and patient/client outcomes
Hence, those who are emotionally intelligent are better equipped to positively motivate their own actions and
those of their subordinates (Palmer et al., 2006). Gardner and Stough (2002) also believe that emotionally
intelligent leaders are thought to be
a) Happier
b) More committed
d) More successful
e) Superior performers
f) Using positive emotions (emotional literacy) in decision making to enhance the quality of these
decisions
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Many authors believe that, EI is critical for leaders (Goleman, 1998a; Riggio and Lee, 2007; Stuart and
Paquet, 2001). The higher the position, the more crucial EI becomes. In the case of leadership positions, it
accounts for about 85% of all the competencies needed to be successful (Goleman, 2001b). Emotional
intelligence not only allows one to predict a leader’s performance but also to recognise development areas
and make decisions about hiring or promoting in the work context (Spencer and Spencer, 1993).
6.5.2 Self-Management
This involves controlling or redirecting one's disruptive emotions and impulses and adapting to changing
circumstances of employees. This is based on the fact that employee attitude, behaviour and internal drive
keep changing with time.
This involves managing relationships with employees to move them in the desired direction of patronage and
retention. It deals with considering customers’ feelings, especially when making decisions that affect workers.
The relationship aspect of emotional intelligence posits that managers control the way they relate with
employees in the interest of work deliverables. This is achieved through employee development, influencing
positive performance and functional communication. Additionally the manager is modelled to manage conflict
among workers and conflict of interest between objectives of individuals and that of the organisation.
Assessment Questions
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8. A leader inspires the group to: (a) work hard (b) accomplish organisational goals (c) earn more (d)
try for better living
9. There can be managers: (a) only of organised group (b) of unorganised group (c) of both organised
and unorganised groups (d) only of business firms
10. In organisational settings there are usually: (a) two kinds of power (b) three kinds of power (c) four
kinds of power (d) five kinds of power
11. Referent power is usually based on: (a) reward (b) identification (c) coercion (d) authority
12. The leadership style which allows maximum freedom to followers may be called (a) democratic
leadership. (b) free-rein leadership. (c) participative leadership. (d) benevolent dictatorship.
13. According to Managerial Grid the Style 1-9 management is (a) impoversihed management. (b)
authoritarian management. (c) country club management. (d) democratic management.
14. 1. In ancient times the Greeks and Romans believed that leaders: (a) could better be trained up (b)
were to have in born qualities (c) were more powerful than their followers (d) must have good health
15. Contingency theory develped by Fred E. Fiedler holds that people become leaders because of: (a)
loyalty of followers (b) their own quality (c) democracy (d) various situational factors
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Case Study
Chapter Summary
In this chapter, we looked at what management is and how it relates to administration. We also looked at
whether management is an art or science and how it is moving towards a profession.
Management is an art of knowing what to do, when to do and see that it is done in the best and cheapest
way. It has to be done through and with the people in formally organized groups. Some of its features are: it
integrates human, physical and financial resources, it is goal-oriented, it is a continuous process, it is all
pervasive and finally it is a group activity.
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c) Reduces Costs – It gets maximum results through minimum input by proper planning and by using
minimum input and getting maximum output. Management uses physical, human and financial
resources in such a manner which results in best combination. This helps in cost reduction.
d) Establishes Sound Organization –To establish sound organizational structure is one of the objective
of management which is in tune with objective of organization and for fulfillment of this, it establishes
effective authority and responsibility relationship i.e. who is accountable to whom, who can give
instructions to whom, who are superiors and who are subordinates.
e) Establishes Equilibrium – It enables the organization to survive in changing environment. It adapts
organization to changing demand of market / changing needs of societies. It is responsible for growth
and survival of organization. 6. Essentials for Prosperity of Society – Efficient management leads to
better economical production which helps in turn to increase the welfare of people. It improves
standard of living, increases the profit which is beneficial to business and society will get maximum
output at minimum cost by creating employment opportunities which generate income.
There are six functions of management viz. planning, organizing, staffing, directing, coordinating and
controlling. All these functions are unique in themselves and they assist in smooth functioning of an
organization.
Administration means setting of major objectives, and broad programmes and projects. Whereas,
management involves conceiving, initiating and bringing together the various elements; together towards
meeting organization pre-determined goals. A Manager is the person responsible for planning and directing
the work of a group of individuals, monitoring their work, and taking corrective action when necessary.
Managers need to acquire technical, human and conceptual skills. Manager has to perform all the functions
of management. This is the first step into a management career.
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Both theory and history of management are useful to the practising manager. Theories help us by organising
information and providing a systematic framework for action. A theory is also a simple blue print or a road
map guiding the manager towards achieving organisational goals. The history of management theories can
help a manager to be aware of the many insights, ideas and scientific underpinnings that have gone into the
making of modern management and the burgeoning of writings on management at the present day.
The practice of management started when man first attempted to accomplish goals by working together in
groups. But the systematic study of management began at the advent of the Industrial Revolution which
ushered in a new era of serious thinking and theorising on management. At this stage it is considered
important and worthwhile to have some knowledge of the background of the evolution of modern
management thought, for then the growth of modern thinking on management can be appreciated as the
fruit of a long-going historical process and development.
The study of organisations and their management dates back to the 19 th century period which saw the
emergence of large industrial organisations and the arising problems associated with their structure and
management. The industrial revolution had major impacts on the usual way of doing business. As
organisations became more and more complex new and significant problems arose for which accepted
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business practices where no longer adequate. Changes in the basic business processes brought changes
in the relationships of the employees to employers and to each other. The old management techniques were
found to be less and less effective. New solutions had to be found. Because of its interdisciplinary nature,
there has been a lot of explosion in the field of management. The main approaches to organization structure
and management include:
The Classical School grew out of the need to find guidelines for managing complex organisations. The
classical school, which flourished from 1890 to 1938, is represented by writers such as Taylor, Gantt, Gilbreth,
Fayol, Weber, Urwick, and Barnard. The classical writers thought of the organization in terms of its purpose
and formal structure. They placed emphasis on the planning of work, the technical requirements of the
organization and principles of management. Attention was given to the division of work, clear definition of
duties and responsibilities and maintaining specialization and co-ordination. The classical writers focused
on improving the structure. They placed emphasis on the planning of work, the technical requirements of the
organization and principles of management. Attention was given to the division of work, clear definition of
duties and responsibilities and maintaining specialization and co-ordination. The classical writers focused
on improving the organization structure as a means of increasing efficiency.
The Behavioral School grew in part, as a reaction against the apparent rigidity of the classical school. It
draws attention to the importance of morale, motivation, recognition of effort and security. It views the worker
as an individual who has needs and aspirations, and it downgrades efforts to see him solely in terms of labour
costs. Exponents of this school include Elton Mayo, Fredrick Hertzberg, Douglas McGregor, Abraham
Maslow, Joan Wood ward, Burns and Stalker.
The Systems Approach developed as a result of business decisions’ effects on a wide range of people outside
the organisations. It advocates that managers should recognize that organisations are systems consisting
of interdependent parts and that a change in one part affects other parts. Ludwing Von Bertalamffy is the
pioneer of this work.
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The Contingency Approach developed by Fred E. Fieldler in 1967 is a management theory which points out
that the manager’s actions are dependent on the conditions of various key elements in a given situation.
The Management Science Approach often called Operations Research/Decision making approach attempted
to make management decision making more rational by employing mathematical techniques to solve
problems. An understanding of how decisions are made helps in understanding behaviour in the
organization. Leading writers of the decision making approach include Simon, Howe, Cyert, Gordon and
March. The scope of the decision making approach is wide and other contributors include engineers,
mathematicians, operational research specialists, economists psychologists and writers on management and
organization.
Each group of scholars has interpreted and reformulated management according to its own perspective.
There is no single theory of management that is universally accepted. Koontz terms the various approaches
to explaining the nature and knowledge of managing as management theory jungle.
The study of the various approaches helps the organization, and managers in particular, to take from the
different approaches those ideas which best suit the particular requirements of the job. For example, in
dealing with a problem of structure, the ideas of the classical writers or of contingency theory might be
adopted. When there is a problem relating to personal management ideas from the human relations
movement might be of most value. If the problem is one of environmental influence, insights from the systems
approach might prove most helpful. For problems of a more quantitative nature, ideas from the decision
making approach or from management science might be applicable.
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The administrative management and organisation approach is represented by writers such as the French
management expert, Henri Fayol (1841-1925), the German Sociologist Max Weber (1864-1920), Chester
Barnard (1886-1961), and Lyndall Urwick (1891-1983).
Scientific management arose out of a need to improve manufacturing productivity through more efficient
utilization of physical and human resources. Factories at that time were experiencing problems in formulating
proper work procedures, establishing the boundaries of jobs, and coordinating the flow of raw materials. A
breakthrough occurred.
When certain members of the engineering profession became interested in the process of work flow. One
engineer in particular, Fredrick Taylor became known as the father of scientific management.
Taylor’s ideas about management of jobs grew out of his years of experience in three companies: Midvale
steel; Simonds rolling machine and Bethlehem steel. Taylor was appalled at industry’s unsystematic
practices. For example, there were not work standards that specified daily work output for the operator, nor
was there a relationship between output and the wages system. Experience both as a worker and as a
manager had convinced him that few, if any, workers put more that the minimal effort into their daily work.
He called this soldering i.e. employees deliberately working at a pace slower than their capacities. He also
blamed management’s practice of making decisions based on hunch and rules of thumb as the primary
contributions to the large conduct of waste that was present.
Taylor’s approach to management was influenced by his basic philosophy of work. First, he believed that
prosperity for the employer and the employee could be achieved only through maximizing productivity
improvements. However, productivity could come only from developing more efficient jobs. Second, the
continued growth of industry could come only from a complete revolution in the mental attitudes of employers
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and employees towards work. In other words, the future economic well-being of the worker would come from
more efficient work methods and habits. Finally, the heart of scientific management is in the cooperation
between management and the worker.
Scientific management is defined as "that kind of management which conducts a business or affairs by
standards established by facts or truth gained through systematic observation, experiment, or reasoning.
Taylor started scientific management movement in industry in four areas: standardization, time and task
study, systematic selection and training, and pay incentives. Taylor developed a process of fact gathering
and objective analysis that focused exactly on what the worker did to perform a task. He identified each
element of the worker’s job and measured every factor that was adaptable to measurement. From these
studies, a set of scientific management principles evolved. Scientific management brought about mental
revolution in the following way:
Mental Revolution and Tylor’s Principles Mental revolution, propounded by Taylor, was based on five vital
principles:
Taylor conducted various experiments at the work place to find out how human beings could be made more
efficient by standardization the work. The following are the features of scientific management.
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3) Job analysis: Every job that requires minimum movements and less cost and least time is the
best way of doing the job. This can be determined by motion, time and fatigue study.
Time study: The movement, which takes minimum time, is the best one. This helps
in firms the fair work for a period.
Motion study: Taylor suggested that eliminating wasteful movements and
performing only necessary movements.
Fatigue study: Employees are both physical as well as mental fatigue easily.
Fatigue study indicates the amount and frequency of rest required in completing the job.
Taylor suggests a fair day‟s work requiring certain movements and periods to complete it.
4) Standardization: Standards must be maintained in respect a instruments and tools, period of work,
amount of work, working conditions, cost of production etc. Normally these standards will be fixed in
advance on the basis of various experiments
5) Scientific selection and training:
Taylor has suggested that workers should be selected on scientifically.
A worker should be physically and technically most suitable.
After selection should be given on the training of workers which makes them more efficient
and effective.
6) Financial incentives:
Financial incentives can motivate the workers to put in their maximum efforts.
According to this scheme a worker who completes the normal work gets wages at higher
rate.
Who does not complete gets at a lower rate.
Taylor has suggested that wages should be based on individual performance and not on the
position which he occupies.
7) Economy:
Scientific management enhances profit and economy.
The economy and profit can be achieved by making the resources more productive as well
as by eliminating the wastages.
8) Mental Revolution:
Scientific management is based on co-operation between management and workers.
Co-operation enhances the effective managerial activities.
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Taylor argued that scientific management was good for both the worker and the management because it
boasts production, which in turn boosts profits, which in turn enables distribution of bigger dividends to capital
owners and payment of higher wages to workers.
Critiques of scientific management theory consider it as a "machine model", regarding human beings as mere
factors of production. It is said to emphasise the use of man’s physiological powers and ignores the
complexities of his emotional behaviour. There is no consideration of the feelings, attitudes and private goals
of the individual, neither is there any realization that the worker is a social being influenced in his behaviour
and attitude by his colleagues, by the social structure and culture of the groups within which he finds himself.
Contributions
In spite of the contemporary criticisms, Taylor made a lasting contribution to making jobs and the
management of these jobs more efficient and productive. He did a good deal of work on improved methods
including time and motion study. His work has constituted the basis of modern work-study techniques. Time
and motion studies have played an important role in increases in productivity. The task and bonus plan is
the foundation of many incentive plans in industry today. Many incentive plans today use standard hours
which are measurements not of time but of work.
A standard hour is the amount of work a worker may normally be expected to do in an hour. A daily wage
plus premium pay for production above standard, is in fact, a feature of most modern incentive plans.
Taylor is also remembered for his introduction of stopwatch and time study, which makes more accurate
scheduling possible. If a job is timed, it is possible to predict when it will be completed and when the next
operation can be started.
Another important contribution was his suggestion that executive "manager by exception". This means that
management should avoid study of routine operations in which everything has gone as expected, but look
closely into cases in which results are exceptionally good or bad.
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Henri Fayol was an engineer with extensive business experience. Working as the managing director of a
large coal-mining organisation in France provided Fayol with his particular perspective on the management
process. Fayol’s contributions to management thought were threefold. First he made the distinction between
operating and managerial activities. He outlined six such key operating activities which included:
Second, Fayol proposed fourteen principles of management that should guide the thinking of managers in
resolving concrete problems. These principles specify rules for successfully managing and structuring on
organisation.
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Division of work: Work should be divided in a proper way with reference to the available time. In
general worker on the same job and the managers on the same duty acquire ability sureness and
accuracy which increase their output.
Authority and Responsibility: Authority: It is the power given to a person to get work from his
subordinates. Responsibility: It is the kind and amount of work expected of from a man by his
superior. One of the essential elements of a good management is delegation of authority to the lower
levels of management and fixing responsibility on town.
Discipline: Discipline is very essential for the smooth running of organizations. To Fayol, discipline
will result from good leadership at all levels of the organization, fair agreements and judiciously
enforced penalties for infractions
Unity of command: An employee must receive orders and instructions from one supervisor only.
Multiple commands will cause conflicts and confusions. A sound management should avoid dual
commands.
Unity of Direction: Unity of direction signifies each group of activities having the same objectives
must have one head and one plan. All the groups should coordinate and work together to achieve
the common goal.
Subordination of individual interest to general interest: Every employee is working in an organization
and his/her interest is to earn money to meet his/her personal needs. The general interest of the
organization is development and the progress of the organization. The employees should give
importance first to the general interest than his individual interest. It will lead to effective management
of the organization.
Remuneration of personnel: Remuneration should be fair for both the employees and employers.
The wage Payment systems should satisfy the employees.
Centralization: The organization is centralized when the power is connected with one person. If the
power is fully distributes to the subordinates of the organization is fully decentralized. For effectives
management of people decentralization is necessary. Decentralization helps to take a quick decision
on all important problems.
Scalar chain: Scalar chain principles states that instructions and orders should be sent from the top
management to the lower management.
Order: Two types of order 1) Materials order 2) Social order. In any organization materials and for
men are correct places provided. So that materials can be easily taken out and men easily located
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and also save time. Materials order:” A place for everything in its place” Social order:” A place for
everyone and everyone in place”.
Equity: Equity refers to the treatment of employees equally. Equal treatment of the employees helps
to achieve organizational goals.
Stability of staff: A high employee turnover rate is not good for the efficient functioning of any
organization.
Initiative: It is concerned with thinking and execution of a plan. When employees come forward with
new ideas, they must be encouraged by the superiors. It will create the morale of the employees.
Esprit-de-corps: This means union is strength. In organization employees should be harmony and
unity. It improves employee morale.
Fayol’s Contributions
Fayol’s contribution to management theory is unique and valuable. Fayol’s contention that management is
a continuous process beginning with planning and ending with controlling also remains popular today.
Fayol was acclaimed for emphasizing the organisation chart and the job specification. For example, the
structure of virtually all organisations use the principle of authority; all employ the unity of command concept;
and all use some degree of centralization and the scalar chain.
Moreover, most of the other principles – equity, order, stability of tenure for personnel, initiative, spirit de
corps, remuneration and discipline can contribute to successful management. Managers seeking to solve
structuring problems would do well to use many, if not most, of Fayol’s basic concepts.
Weber (1864-1920) was a social scientist with an interest in organisations. He developed the bureaucratic
model as the type of organisation he felt would best serve the needs of an increasingly urbanized and
industrialized society.
He contended that the ideally rational organisation was one which performed its tasks with maximum
efficiency. Such an organisation would be built around a highly organised system, with a clear, rigid structure
of authority, working according to a precisely defined set of procedures, rules and regulations. Bureaucracy
has the following characteristics:
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A Clearly defined hierarchy of authority – there are levels of carefully graded authority and precisely
ordered relationships of superiors and subordinates. Lower levels of the organisation are supervised
and controlled by higher levels and there is a right of appeal, or grievance procedure, from lower
to higher levels. Unit of command prevails, so that a subordinate receives instructions from a single
superior.
Division of labour–specialisation is necessary. The functions of the job are defined, the qualifications
of the individual who could fill it are, to some extent, specified. Selection for employment and
promotion is related directly to technical competence. The possession of appropriate qualification
is demanded from applicants for appointment. Proven capacity in the execution of the organisation’s
tasks is the basis of selection for internal promotion.
A system of rules and procedures – duties standards of performance, rules and regulations are drawn
up carefully. The rules facilitate standardisation and equality in the treatment of many cases. The
rules can be learned, and knowledge of them is one of the requisites of holding a job in a
bureaucracy. Administrative acts, decisions and rules are formulated and recorded in writing and
files are properly kept.
Impersonality – officials are expected to carry out their duties to and with others without regard to
personal considerations. It is the demand for impersonality, the operation of the rules without ill-will
and without favour, which make the acceptance of bribes a cardinal sin for the bureaucrat.
Stability of employment – career is exclusive. Members of the organisation spend their time in that
particular occupation and they enter employment under the terms of a contractual relationship in
which duties and rights are clearly stated. The employee is offered a regular salary, some degree of
security of tenure and the opportunity of promotion. Pension rights are generally offered to most
categories of the organisation’s employees.
Separation of Ownership – members of administrative staff should be completely separated from
ownership of the means of production. There should be complete separation of the office belonging
to the organisation and the personal property of the official.
The above characteristics make the organisation run efficiently because they ensure the continuity that is
essential for any organisation that is to last longer than the life of its founder and enables administration to
be carried out on a rational basis.
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Criticisms of Bureaucracy
In spite of Weber’s rationally efficient organisational formula, bureaucracy in practice has become the epitome
of inefficiency. Many of the characteristics of bureaucracy stated by Weber, so efficient in the ideal type,
have turned out to be the opposite in practice. The career orientation makes some bureaucrats interested in
the protection of that career than in dealing with clients. The rules often slow down the work of the
organisation as they sometimes become more important to the bureaucrats than the actual tasks to be done.
Over- emphasis on the rules leads to the familiar charge of ‘red tape’. Specialisation leads to ignorance of
even related tasks, hence one reason for the familiar “run-around” so many clients complain about as they
are shunted from desk to desk by bureaucrats who feel that the particular case, according to the rule is
someone else’s responsibility. Moreover initiative may be stifled and when a situation is not covered by a
complete set of rules or procedures there may be a lack of flexibility or adaptation to changing circumstances.
Impersonal relations can lead to a lack of responsiveness to individual incidents or problems. There is lack
of attention to the informal organisation and the development of groups with goals of their own and inadequate
recognition of conflict in organisations. Bureaucracies restrict the psychological growth of the individual. The
organisation environment should provide a significant degree of individual responsibility and self-control,
commitment to the goals of the organisation, and an opportunity for individuals to apply their full abilities.
The classical approaches to management still provide insights into many of the problems managers face
today. The scientific approach showed that job design is critical to the efficiency and effectiveness of an
organisation’s members. Managers should not assume that the way a job is being done is the best way.
Performance can always be improved. Another insight was that managers must reward performance. The
administrative concerns of the classical management approaches also have relevance today. For example,
Weber’s concept of bureaucracy continues to define most organisational structures.
Fayol’s guidelines are followed by almost all modern organisations. Barnard’s view of cooperation is
accepted practice. Accomplishing both effectiveness and efficiency is still an issue confronting most
organisations, managers are learning that they must strive to achieve acceptance of authority as related by
Barnard.
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Limitations
The one most frequently cited limitation is that classical approaches do not take human matters into account
i.e. they do not consider how people fulfill the work roles given to them. Instead, they tend to treat workers
efficiency from a mechanical view point.
Assessment Questions
1. Can you define scientific management? Discuss the background and focus of scientific management
2. Can F. W. Taylor be called the father of scientific management? Who were his close associates?
Discuss mental revolution as enunciated by F. W. Taylor.
3. Can Fayol be called the father of modern management? Why the process of management is called
universal?
4. What are industrial activities? How would you account for the development of universal process of
management by Fayol?
5. Briefly describe the principles of management by Fayol.
1. Promoters of scientific management attempted to: (a) increase profitability of business concerns (b) raise
labour efficiency (c) improve industrial relations (d) reduce cost
2. Scientific management is historically associated with: (a) economic consideration (b) humanitarian
concepts (c) human relation approach
3. Fayol emphasised that his principles: (a) are unique (b) apply to industries only (c) are the best in office
management (d) apply to all types of undertakings
4. As opposed to Taylor, Fayol endeavours to deal with: (a) office administration (b) classical administration
(c) non-scientific management (d) productive efforts
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The Behavioral Approach to management developed partly because practicing managers found that the
ideas of the classical approach didn’t lead to total efficiency and harmony at workplaces. Managers still
encountered problems because subordinates did not always behave as they were supposed to.
The Behavioral Approach is a management approach concerned with increasing productivity by focusing on
understanding the human element in an organisation – i.e. individuals and groups and how they can be
effectively and efficiently combined in a large organisation.
The Behavioral Approach has two branches: The Hawthorne Studies (1927-1932) and the Human Relations
Approach (1940).
An Australian, Elont Mayor (1880 – 1949) has been called the founder of both the human relations and the
industrial sociology movements. A prominent human relations contributor was Hugo Munsterberg (1863 –
1916), a German Psychologist and Philosopher.
The human relations movement was a concerted effort among theorists and practitioners to make managers
more sensitive to employee needs. It came into being as a result of special circumstance that occurred
during the first half of the 20th Century.
Following the enactment of the Wagner Act of 1935 that legalized union – management collective bargaining,
management began searching for ways of preventing employees from joining unions since if employees were
satisfied they would be less inclined to join unions. Business managers subsequently began searching for
and adopting morale-boosting human relations techniques as a union avoidance tactic.
The second historic influences which marked the turning point in the development of the Human relations
Approach came with the famous Hawthorne experiments whose findings revealed that productivity was less
affected by changes in work conditions than by the attitudes of the workers themselves. The Hawthorne
studies are credited with turning management theorists away from viewing man as an economic man to a
more realistic view of man as a social being.
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Although unionization prompted a search for new management techniques and the Hawthorne studies
demonstrated that people were important to productivity, a philosophy of human relations was needed to
provide a convincing rationale for treating employees better. The human relations movement provided this
philosophy.
Emotional factors were a more important determinant of productive efficiency than physical and
logical factor were.
Non-economic rewards play a central role in determining the motivation and happiness of the worker.
Workers do not react to management and its norms and rewards as individuals, but as groups.
The Human Relations approach emphasized the role of communication, participation and leadership. This
approach assumed that the most satisfying organisation would be the most efficient. It pointed out that
workers would not be happy in the cold, formal, rational organisations that satisfied only their economic
needs.
The school emphasized the need to relate work and the organizational structure to the social needs of the
employee. If the employees were happy, the organisation would obtain their full cooperation and effort and
thus increase by deliberate efforts, the happiness of the worker.
This school maintained that employees should have a feeling that the company’s goal is worth their effort;
they should feel themselves part of the company and take pride in their contribution to its goal. The approach
emphasized the importance of communication n between the ranks, of explaining to the lower participants
the reasons why a particular course of action is taken, the importance of participation in decision making in
which lower ranks share in the decisions made by higher ranks, particularly in matters that affect them
directly. In short, the school pointed to a perfect balance between the organisations’ goals and the workers’
needs.
Criticisms
This school did not approach a full view of the organisation. It viewed the factory as a family rather than as a
power struggle among groups with conflicting values and interests. For example, supportive supervision and
good human relations may not automatically lead to higher morale or even better job performance.
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The Hawthorne studies are a group of studies conducted at the Hawthorne plant of the Western Electric
Company during the late 1920s and early 1930s whose results ultimately led to the human relation view of
the need for management to have concern for the worker.
When they started, the Hawthorne Studies were right in the scientific management tradition of seeking greater
efficiency through improving the tools and methods of work- in this case, lighting. The studies came about
because the General Electric Company wanted to sell more light bulbs, other electric companies, supported
studies on the relationship between lighting and productivity that was to be conducted by researchers from
the National Research Council, the Harvard Business School, and the Massachusetts institute of Technology.
The tests were to be held at the Hawthorne works (Chicago) of the Western Electric Company.
The first set of studies, called the illumination studies were conducted under the direction of several
engineers. Two groups of employees of comparable performance were isolated from the rest and located in
separate parts of the plant. One group, the control group, had consistent level of lighting the other group,
the experimental group, had its lighting varied.
Expecting that worker productivity would vary directly with the intensity of the lighting used the researchers
were surprised to find that productivity usually increased independent of the lighting used. The researchers
concluded that factors other than lighting were at work (since performance rose in both groups) and the
committee on industrial lighting discontinued the project.
The most famous study involved six women assembling electrical relays in the relay Assembly Test Room,
a special room away from other workers where the researchers were concerned about possible negative
reactions and resistance from the workers who would be included in the experiment. To lessen potential
resistance, the researchers changed the usual supervisory arrangement so that there would be no official
supervisor; rather, the workers would operate under the general direction of the experimenter.
The workers were given privileges such as being able to leave their workstation without permission, and they
received considerable attention from the experimenters and company officials. The study was aimed at
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exploring the best combination of work and rest periods. A number of other factors were also varied, such
as pay, length of the workday, and provisions for free lunches.
Generally, productivity increased over the period of the study, regardless of how the factors under
consideration were manipulated. One of the researchers concluded that the change in the supervisory
arrangement was the major reason for the increase in productivity in the Relay Assembly Test Room study.
The researchers felt that the physical changes, such as rest periods, free lunches, and shortened hours, as
well as the group incentive pay plans, were factors of lesser importance (largely) because adverse changes
in some of these factors did not seem to decrease performance). One outcome of the studies was the
identification of a famous concept that ultimately came to be known as the Hawthorne effect. The Hawthorne
effect refers to the possibility that individuals singled out for a study may improve their performance simply
because of any specific factors being tested in the study.
More contemporary investigations now suggest that the Hawthorne effect concept is too simplistic to explain
what happened during the Hawthorne studies. The workers likely viewed the altered supervision as an
important positive change in their work environment.
In order to learn more about employee – supervisor relations, Hawthorne’s management decided to
implement and interview programme designed to ascertain employee attitudes towards working conditions,
their supervision and their jobs. It became clear from the responses that social relationships at work were of
major importance to employees.
The fourth group of studies was conducted in the famous Bank Wiring Observation room. Fourteen men
were removed from the bank wiring to a separate observation room, where, apart from a few differences,
their principles working conditions were the same as those in the main wiring area. The aim was to observe
a group working under more or less normal conditions cover a period of six months. The group soon
developed its own rules and behaviour. This study revealed the importance of social relations and informal
work standards set by the work group in controlling individual productivity.
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The final stage focused on employee relations and took the form of employee counseling interviews. In this
period of interviews called the personal counseling programme, employees were encouraged to discuss their
work problems with trained personnel specialists. The programme addressed problems relating to individual
adjustment to industrial structure, communication and control and changes in the social structure. This led
to improved employee – supervisor relations and better individual adjustment at work.
Criticisms
The Hawthorne experiments have been criticized, for example, on methodology and on failure of the
investigators to take sufficient accounts of environmental factors. Major flaws of the studies included
changing several factors at the same time and in addition, important data were sometimes ignored in drawing
conclusions.
1. It is often said that the failure of scientific and administrative management as advocated by Taylor
and Fayol respectively gave birth to the behavioural approach to management - Do you agree? Put
your arguments.
2. Managers need not only technical skill but also human relations skill - Discuss.
3. Do you agree with the view that social factors are as powerful a determinant of worker productivity
as are financial motives? Explain.
4. Can you give a critical appreciation of Hawthorne studies in the development of the Human Relations
approach of Management.
1. The Human Behavioural approach of Management: (a) is devoid of emotional content (b) considers
financial incentive as important (c) emphasises welfare of workers (d) is based on scientific management
2. The Human Relations theorists emphasise the need for viewing workers as: (a) people with innumerable
needs to satisfy (b) human beings (c) cogs in the machine (d) social beings
3. Mayo and his associates underscored the need for a greater and deeper understanding of the: (a)
economic needs of workers (b) welfare of workers (c) social and behavioural aspects of management (d)
democratic needs of workers
Principles
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Thus, the systems approach represents a marked departure from the past since it required a completely
different style of thinking.
Theorists in the other approaches mentioned above studied management by taking things apart. They
assumed that the whole is equal to the sum of its parts and can be explained in terms of its parts.
Systems theorists, in contrast, study management by putting things together and assume that the whole is
greater than the sum of its parts.
The difference is analytic (outside-in) thinking versus synthetic (inside-out) thinking; by synthetic thinking we
can gain understanding that we cannot obtain through analysis, particularly of collective phenomena.
Systems theorists recommend synthetic thinking because management is not practiced in a vacuum.
Managers affect and are, in turn, affected by many organizational and environmental variables.
The challenge presented by systems thinking to the field of management is to identify all relevant parts of
organized activity and to discover how they interact.
Chester Barnard established this new approach to management on the basis of his experience as a top-level
Bell Telephone manager. Rather than isolating specific management functions and principles, he devised a
more abstract systems approach. He characterised all organizations as cooperative systems: A cooperative
system is a complex of physical, biological, personal, and social components which are in a specific
systematic relationship by reason of the cooperation of two or more persons for at least one definite end.
According to Barnard, willingness to serve, common purpose, and communication are the principal elements
in an organization (or cooperative system). He felt that an organization did not exist if these three elements
were not present and working interdependently. He viewed communication as an energizing force that
bridges the natural gap between the individual’s willingness to serve and the organization’s common purpose.
Barnard’s systems perspective has encouraged management and organization theorists to study
organizations as complex and dynamic wholes instead of piece by piece. Significantly, he was also a strong
advocate of business ethics in his speeches and writings. He opened some important doors in the evolution
of management thought.
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This is an interdisciplinary area of study based on the assumption that everything is part of a larger,
interdependent arrangement. In order to understand an organized whole we must know the parts and the
relations between them.
This interdisciplinary perspective was eagerly adopted by Barnard’s followers because it categorized levels
of systems and distinguished between closed and open systems.
Levels of Systems: One of the more important recent steps has been the identification of hierarchies of
systems, ranging from very specific systems to general ones. A hierarchy of systems relevant to management
is the seven-level scheme of living systems and each system is a subsystem of the one above it.
Levels of systems
SUBSYSTEM: While an organisation as a whole is a system, the various components or parts within it are
called the subsystem. Thus a department is a subsystem of the organisation.
CLOSED SYSTEM; A system that does not interact with its environment. A closed system has fixed
boundaries, its operation is relatively independent of the environment outside the system.
OPEN SYSTEM; A system that interacts with its environment. Thus an open system is one which constantly
comes into contact with the environment.
SYNERGY: Synergy means that departments that interact cooperatively are more productive than they would
be if they operated in isolation. These resources are called as inputs. These inputs are converted into
products using technology, systems and methods. Systems approach of management provides an integral
approach to management. This approach is more useful in managerial decision. It provides a framework
through which organisation. Environment interaction can be analyzed and contributes for effective decision
making.
Closed Versus Open Systems: In addition to identifying hierarchies of systems, general systems theorists
have distinguished between closed and open systems.
A closed system is a self-sufficient entity, whereas an open system depends on the surrounding environment
for survival.
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The key to classifying a system as relatively closed or relatively open is to determine the amount of interaction
between the system and its environment.
National Zambia
Organizational Shoprite
Organic Heart
A battery-powered digital watch is a relatively closed system; after the battery is in place, it runs without help
from the outside environment.
The human body on the other hand is a highly open system because life depends on the body’s ability to
import oxygen and energy and to export waste.
In other words, the human body is highly dependent on the environment for survival.
Similarly, general system theorists say that all organizations are open systems because organizational
survival depends on interaction with the surrounding environment.
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Organizations can be viewed as open systems which take inputs from the environment (outputs from other
systems) and through a series of activities transform or convert these inputs into outputs (inputs to other
systems) to achieve some objective (Mullins, 2005, p.124)
ENVIRONMENT
Series of activities
INPUT OUTPUT
TRANSFORMATION OR
ORGANIZATIONAL
CONVERSION
GOALS
Interrelated subsystems
Feed back Feed back
Measure to achievement
Figure 7: Open systems model
In terms of this open system model, the business organization, for example, takes in resources such as
people, finance, raw materials and information from its environment, transform or converts these; and returns
them to the environment in various forms of outputs such as goods produced, services provided, completed
processes or procedures in order to achieve certain goals such as profit, market standing, level of sales or
consumer satisfaction.
Because of the systems approach, managers now have a greater appreciation for the importance of seeing
the whole picture.
Open-system thinking does not permit the manager to become preoccupied with one aspect of organizational
management while ignoring other internal and external realities.
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The manager of a business, for instance, must consider resource availability, technological developments,
and market trends when producing and selling a product or service.
Another positive aspect of the systems approach is how it tries to integrate various management theories.
But some management scholars see systems thinking as long on intellectual appeal and catchy terminology
and short on verifiable facts and practical advice.
A comparatively new line of thinking among management theorists has been labelled the contingency
approach. Contingency management advocates are attempting to take a step away from universally
applicable principles of management and toward situational appropriateness.
The contingency approach is an effort to determine through research which managerial practices and
techniques are appropriate in specific situations. Different situations require different managerial responses,
according to the contingency approach.
Generally, the term contingency refers to the choice of an alternative course of action. In a management
context, contingency has become synonymous with situational management. This means the application of
various management tools and techniques must be appropriate to the particular situation because each
situation presents to the manager its own problems.
In real-life management, the success of any given technique is dictated by the situation. For example,
researchers have found that rigidly structured organizations with many layers of management function best
when environmental conditions are relatively stable. Unstable surroundings dictate a more flexible and
streamlined organization that can adapt quickly to change.
Contingency Characteristics
Some management scholars are attracted to contingency thinking because it is a workable compromise
between the systems approach and a purely situational perspective.
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Characteristics.
Contingency advocates have tried to take advantage of common denominators without getting trapped into
simplistic generalization.
A Practical Research Orientation: Practical research is that which ultimately leads to more effective on-
the-job management. Contingency researchers attempt to translate their findings into tools and situational
refinements for more effective management.
For example, if an employee has a conscientious personality, the task is highly challenging, and the individual
is highly satisfied with her life and job, then analysis might show that productivity could be expected to be
high.
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Contingency management theorists strive to carry out practical and relevant multivariate analyses.
Although still not fully developed, the contingency approach is one helpful addition to management thought
because it emphasises situational appropriateness. People, organizations, and problems are too complex to
justify rigid adherence to universal principles of management. In addition, contingency thinking is a practical
extension of the systems approach.
But contingency theory has been criticised for creating the impression that the organization is a captive of its
environment. If such were strictly the case, attempts to manage the organization would be in vain. In actual
fact, organizations are subject to various combinations of environmental forces and management practices.
Contributions
Yet, despite their shortcomings, the effects of these pioneering studies were far-reaching. The Hawthorne
studies placed a concern for people into the main stream of management thought. There was a recognition
that the feelings, attitudes, background, needs and social relationships of people are crucial to effective
management and that efficiency and productivity in business operations required a better utilization of human
resources.
The Hawthorne studies called for a “new mix of managerial skills”. These skills were ones which were crucial
to handling human situation; first, diagnostic, skills and understanding new behaviour; and second,
interpersonal skills and counseling, motivation leading and communicating with worker. Technical skills alone
were not enough to cope with the problems discovered at the Hawthorne works.
This approach is also called the management science approach. It gained momentum during the
Second World War. The interdisciplinary groups of scientists who were engaged for this purpose
were known as Operations Research (OR) teams. In later years, when the war ended, people made
use of this technique in solving problems of industry also. A mixed team of specialists form relevant
disciplines is called in to analyses the problem a course of action to the management. The OR team presents
the management with a rational base for making a decision.
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Assessment Questions
1. Critically discuss the nature and significance of the Systems Management School.
2. Discuss in brief the contribution of Chester Barnard in the development of the Social Systems Theory
of Management.
3. Can you narrate briefly the Contingency Management theory with its merits in modern industry?
4. Give a brief account of the recent contributions to management thought.
1.Management, according to the Systems approach school, involves: (a) managing and solving problems in
each part of the organisation (b) managing a system (c) management of people (d) systematic management
2.Barnard characterised all organisations as: (a) important (b) a co-operative system (c) economic (d)
necessary
3.According to contingency Approach, management is: (a) important (b) difficult (c) situational (d)
unnecessary
4.The only true resource of an organisation, according to P. F. Drucker, is: (a) capital (b) management
efficiency (c) marketing (d) human resources
Increased international competition has also resulted in the institutionalization of many actions that the
behaviouralists proposed. Chester Barnard’s concern for communication and cooperation and Douglas
McGregor’s belief in participation to improve both effectiveness and efficiency can be seen throughout
business today. Both managers and operating employers are increasingly using management science
techniques in their efforts to become more competitive and make better decisions.
Systems theory is also being used more than ever as organisations build complex models to evaluate the
impact of their decisions on other stakeholders.
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Finally, more and more managers are practicing contingency theory management. They examine the
variables in a problem-solving situation and then make decisions based on experience, and knowledge.
Fleet-of-foot-successful companies rely on few bright people to experiment for a while with cheap
prototypes, testing out ideas on a few intimate customer. Although they are big companies, they
manage to operate in the same human, organic way that small innovative companies are forced to
adopt through lack of resources.
Simple form and lean staff-the innovative, fleet-of-foot operation is only possible because the
company superstructure of top-level executives is kept lean, and the organization structure is simple
and flexible.
Autonomy and entrepreneurship - innovation springs from free people. It is necessary to have
enough of them and must be given the autonomy to operate freely. This demands mutual trust and
a willingness to accept a reasonable number of mistakes.
Close to customers – customers are not out there, separate from the business; they are colleagues,
part of it and first among equals. They are served in the supply of products and services. They
serve through to aching management that their needs are, and how well they are, or, being satisfied.
Listening to them is often the spark that fires innovation.
Simultaneous loose-tight properties – most managers are used to conventional, rigid, hierarchical
structures, in which they alone manage and everything is kept under tight control. Top managers
of successful companies concentrate only on those things that must be centrally determined; as
much responsibility and authority as possible is placed wherever it can best be exercised. Instead of
communication barriers that exist in some traditional companies, there is a lively human interaction
between the conductor and the players.
Sticking to the knitting – people one by nature not as single-minded as ants in sticking to a common
purpose. An important part of the interaction between the conductor and players is to ensure that
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everyone is playing the same tune or stick to the knitting and engage only in ventures in which the
company has complete competence.
Productivity through people – it is vital that the outcome of innovative activity is carried out efficiently.
The way people make use of the equipment provided will determine the quality and productivity.
Hands-on, value driven – these are managers who spend nearly all of their time in seclusion of their
offices, relating only to a few individuals who are directly responsible to them.
The excellence characteristics identified by Peters and Waterman are often viewed as the way to manage.
In addition to identifying these characteristics, Peters and Waterman found that successful companies avoid
management science approaches and emphasize “softer” issues such as closeness to the customer and the
importance of innovation.
Limitation
The Peters and Waterman study has been criticized for not being very systematic. Only successful
companies were studied. It is possible that unsuccessful companies had similar characteristics. Moreover,
several of the firms included in the study subsequently experienced financial or market difficulties.
Strength
Nevertheless, the excellence approach in which these characteristics are used as a model changed
management significantly.
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management is “that kind of management which conducts a business or affairs by standards established by
facts or truths gained through systematic observation, experiment, or reasoning.” The word experiment
deserves special emphasis because it was Taylor’s trademark. While working at Midvale and later at
Bethlehem Steel, Taylor started the scientific management movement in industry in four areas:
standardization, time and task study, systematic selection and training, and payincentives.
Standardization. By closely studying metal cutting operations, Taylor collected extensive data on the
optimum cutting-tool speeds and the rates at which stock should be fed into the machines for each job. The
resulting standards were then posted for quick reference by the machine operators. He also systematically
catalogued and stored the expensive cutting tools that usually were carelessly thrown aside when a job was
completed. Operators could go to the carefully arranged tool room, check out the right tool for the job at hand,
and check it back in when finished. Taylor’s approach caused productivity to jump and costs to fall.
Time and Task Study. According to the traditional rule-of-thumb approach, there was no “science of
shoveling.” But after thousands of observations and stopwatch recordings, Taylor detected a serious flaw in
the way various materials were being shoveled: each laborer brought his own shovel to work. Taylor knew
the company was losing, not saving, money when a laborer used the same shovel for both heavy and light
materials. A shovel load of iron ore weighed about 30 pounds, according to Taylor’s calculations, whereas a
shovel load of rice coal weighed only four pounds. Systematic experimentation revealed that a shovel. Taylor
significantly increased productivity by having workers use specially sized and shaped shovels provided by
the company— large shovels for the lighter materials and smaller ones for heavier work.
Systematic Selection and Training. Although primitive by modern standards, Taylor’s experiments with
pig iron handling clearly reveal the intent of this phase of scientific management. The task was to lift a 92-
pound block of iron (in the steel trade, a “pig”), carry it up an incline (a distance of about 36 feet), and drop it
into an open railroad car. Taylor observed that on the average, a pig iron handler moved about 121/2 tons in
a ten-hour day of constant effort. After careful study, Taylor found that if he selected the strongest men and
instructed them in the proper techniques of lifting and carrying the pigs of iron, he could get each man to load
47 tons in a ten-hour day. Surprisingly, this nearly fourfold increase in output was achieved by having the pig
iron handlers spend only 43 percent of their time actually hauling iron. The other 57 percent was spent either
walking back empty-handed or sitting down. Taylor reported that the laborers liked improved productivity.
Under traditional piece-rate plans, an individual received a fixed amount of money for each unit of output.
Thus, the greater the output, the greater the pay. In his determination to find a better way, Taylor attempted
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to improve the traditional piece rate scheme with his differential piece-rate plan. (The amounts are typical
rates of pay in Taylor’s time.) Under the traditional plan, a worker would receive a fixed amount (for example,
5 cents) for each unit produced. Seventy-five cents would be received for producing 15 units and $1.00 for
20 units. In contrast, Taylor’s plan required that a time study be carried out to determine the company’s idea
of a fair day’s work. Two piece rates were then put into effect. A low rate would be paid if the worker finished
the day below the company’s standard, a high rate if the day’s output met or exceeded the standard. A hard
worker who produced 25units would earn$1.25under the traditional planand$1.50 under Taylor’s plan.
Thus from Taylor’s contribution came the three basic ways of viewing jobs as mechanistic; motivational, and
perceptual/motor approaches.
The job holder is required to be alert and to perform more than one function. The positive outcomes of
mechanistic job design includes: decreased training time, higher utilization levels, lower likelihood of error,
and less chance of mental overload and stress while the negative outcomes includes lower job satisfaction,
lower motivation, higher absenteeism, and boring job design.
Because of the limitations of the mechanistic approach became clear, Hackman (1971) who wished to
motivate workers on their jobs have come up with five core jobs dimensions: Skill variety, task identity, task
significance, autonomy, and feedback, Based on the five significant task areas identified in Hackman -
Oldham's model.
Skill Variety is the extent to which a variety of skills and talents are required to accomplish the assigned tasks.
It enables workers to perform different tasks that challenge the intellectual and develop skills in coordination.
Task identity is the extent to which the job involves completion of an identifiable unit project or other piece of
work. Task identify also engenders the spirit of competition and cooperation both among employees.
Task significance is the extent to which the task affects the work or lives of others, inside or outside the
organization.
Autonomy is the extent of the individual's freedom on the job and discretion to schedule tasks and determine
procedures for carrying them out.
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Feedback is the extent to which the individuals receive specific information (praise, blame, or other comment)
about the work and the effectiveness with which his or her tasks are performed. One learn about the
effectiveness of one's job performance through clear and direct evaluation from a superior or colleagues or
the results of work itself. Feedback is a very important activity in communication. The proposed job design
provides the teacher the opportunity to obtain clear and direct information about his performance, strengths
and weakness/deficiencies over a period of time.
Turner and Lawrence (1965) identified six important characteristics, which they called "requisite task
characteristics", namely variety, autonomy, required interaction, optional interactions, knowledge and skill
and responsibility. And Cooper (1973) outlined four conceptually distinct job dimensions: variety, discretion,
contribution and goal characteristics. An integrated view suggests that the following motivating
characteristics are of prime importance in job design: autonomy, discretion, self-control and responsibility,
variety, use of abilities, feedback; and belief that the task is significant.
Hackman (1971) argues that employees who have responsible jobs that they can 'understand are more
motivated and satisfied with their position. People, whose jobs involve high levels of skill variety, task identify,
and task significance experience work as very meaningful. A high level of autonomy makes workers more
responsible and accountable for their acts. Feedback gives workers a useful understanding of their specific
roles and functions. The more a job has of all five characteristics, the more likely it is that the person who
holds it will be highly motivated and satisfied. The positive outcomes of motivational job design will include
higher job satisfaction, higher motivation, greater job involvement, higher job performance and lower
absenteeism while the negative outcomes includes increased training time, lower utilization levels, greater
likelihood of error, and greater chance of mental overload and stress.
The third approach to job design is that of perceptual/motor. The approach seeks to ensure that the mental
demands of their work do not exceed their mental capabilities. The problem with the perceptual/motor
approach; as with the mechanistic approach; is that jobs can be made so simple that they become boring.
The positive outcomes of motor job design includes: lower likelihood of error, accidents, chance of mental
overload and stress, lower training time and higher utilization levels while negative outcomes includes lower
job satisfaction and lower motivation.
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In fact, these four approaches differ in degree rather than kind. They can be described as a continuum and
is found useful in redesigning any kind of job
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cognitive demands (e.g., decisions that must be made) but also uniquely creates the opportunity for the
application of knowledge and skill. When a job offers the freedom to make choices in relation to, say, the
timing of or methods used in work performance, an incumbent is also potentially free to use a greater range
of their existing knowledge in determining those aspects. Warr (1989) suggests that it is likely that jobs that
provide very few opportunities for task control will also provide few opportunities for the use of a person’s full
range of expertise to enhance and develop new work practices. Cognitive demands (e.g., attentional and
problem solving) as a job characteristic can be seen as reflecting uncertainty in the work process—there is
a gap between those characteristics of work system functioning that can be readily predicted ahead of time,
and those that need to be discovered and dealt with during the performance of work (Galbraith, 1977;
Thompson, 1967). Within simple routine jobs, therefore, the opportunities for knowledge development and
its application are predictably few, and arise generally as a function of the particular individual’s level of prior
education/training and ability, as opposed to being intrinsic to the job itself. The performance implications of
increased knowledge and skill-use developed as a function of job design are fairly obvious. Indeed, Wall et
al.’s (1992) study indicated that workers used knowledge developed in this way, not only to respond rapidly
to production difficulties as they arose, but also to predict and prevent technical problems arising that might
disrupt the work process, hence leading to superior production quality and quantity. The argument that higher
levels of skill utilization contribute strongly to job-related affective well-being and mental health is not new,
although it has mostly been ignored by mainstream job design researchers. As early as the 1960s,
Kornhauser (1965) observed that, ‘‘the strongest influence [on jobrelated mental health] is exerted by workers
feeling that the job does or does not give them a chance to use their abilities’’ (p. 129). He concluded that
this factor resulted in ‘‘lowered self-esteem, discouragement, futility and feelings of failure and inferiority’’. A
series of studies by O’Brien found that perceived skill utilization was amongst the most powerful predictors
of job satisfaction, a component of job-related affective well-being, more so than traditional job design
properties such as perceived autonomy and perceived variety (Humphreys and O’Brien, 1986; O’Brien, 1980,
1982a, 1982b, 1983). Karasek and Theorell (1990) present data from the US Quality of Employment Surveys
that suggest that skill underutilization relates to job-related depression (see also Warr, 1990). The following
are the main characters of the job characteristic model”
a) Task analysis
b) Task identity
c) Task significance
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d) Task Variety
e) Responsibility
Task analysis identifies and describes every task to be performed on each job, the skills necessary to perform
those tasks, and the minimum acceptable standards of performance (Dolan and Schuler, p.608). This concept
is of particular importance to the voluntary sector because, traditionally, many volunteer tasks have been
patterned after paid work examples that do not always translate well for volunteer involvement. For example
a paid ‘Office Manager’ might carry out a range of tasks from reception duties, to mailroom, to bookkeeping
and general office management. While it is reasonable to expect to be able to hire a person who can speak
both English and French (in order to be able to do the reception part of the job), have good technical abilities
(for the mailroom) and some bookkeeping experience, it could be a tall order to find a volunteer with such a
mix of skills and the time/interest to be able to carry out such a range of tasks. It is more likely that by breaking
down the function of Office Management into three or more tasks—reception, bookkeeping, mailroom—that
a series of attractive volunteer assignments will emerge.
The principle of task identity involves designing tasks with clear start and end points and plainly articulated
purposes—this task will produce result X. In this way, when individual workers carry out the task they are
given responsibility to handle it from beginning to end, taking ownership of the product or outcome. Task
identity allows employees to put their work in context and in measurable terms: for example, “I answer the
phones and track the calls” is more specific than a vague, “I’m an office manager.”
Individuals often receive more satisfaction from doing a ‘whole’ piece of work. This is more likely to occur
when a task or job has a distinct beginning and end which is clearly apparent to the role holder and others
who work around them. It is highly desirable that people see the end results of the work they have produced,
either on their own or as a part of a team.
The principle of task significance refers to the relevance of a role within the scheme of the organization.
Identifying the significance of the task results in a clear understanding between employer and employee of
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why the work assignment is important, and how the task contributes to the achievement of the organization’s
goals.
Greater variety in a job can improve the interest, challenge and commitment of the role holder to the task.
Doing the same repetitive tasks may offer little challenge and can lead to role holders losing interest or
becoming dissatisfied.
7.6.4 Variety
Variety means more than simply adding an extra but similar duty. For example, processing different forms
would not make the work more meaningful as there may be no extra challenge. Some other type of relevant
activity may, therefore, be worthwhile incorporating into the job.
Alternatively, too much variety can also be frustrating and a source of conflict and dissatisfaction. The
optimum amount of variety will differ from person to person and will depend on the level of the position, and
the needs of the job.
7.6.5 Responsibility
Individuals need to feel responsible for the work they are doing, either individually or as part of a team. Their
work should be clearly identified so they can see that they are personally responsible for the outcomes
(successes and failures) that occur as a result of their own actions. If the responsibilities are clear, then the
role holder and their supervisor will be better able to know if the accountabilities of the position are being
delivered. The employee should be able to understand the significance of the work they undertake and where
it fits into the purpose of the organisation.
7.6.6 Autonomy
This goes hand in hand with responsibility. Autonomy means giving more scope to individuals to regulate
and control their own work within the parameters set for the job. The role holder will need to have some areas
of decision-making that they can call their own, within the overall framework of their job. For example, this
might include scope for exercising some discretion over their method of working in order to deliver.
7.6.7 Feedback
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Everyone benefits from information on how they are doing and this helps role holders feel motivated and
contributes to their development in the role. Providing genuine feedback is primarily the responsibility of the
line manager, and can built in to the formal working relationship through e.g. regular one-to-one meetings to
discuss work objectives.
Job design theory uses three concepts to assess the skills required for a particular assignment: skill
analysis, skill variety and autonomy.
b) Does the task require a particular kind of technical, academic or professional qualification?
d) How much will the volunteer have to interact with customers, co-workers and supervisors? How
important to the task are such attributes as friendliness, teamwork, ability to fit in, grooming and
attire?
e) How important to the task are such personal characteristics as enthusiasm, positive work attitude,
commitment, dependability and a willingness to learn?
d) Are there any aspects of the task that could be learned on the job, or through training?
f) Is the task likely to challenge volunteers or give them the opportunity to increase their level of
responsibility?
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g) What mix of ‘hard’ and ‘soft’ skills does the task require?
a) How much control will the employee have over the performance of tasks and assignments?
b) Will the volunteer be able to decide the order in which to perform tasks? The timing?
c) How much supervision might the task require? Will a supervisor be present all the time or available
only as needed?
Jobholders, who have been granted permission to craft their own jobs, have been recognized to develop new
knowledge and skills (Leach, Wall and Jackson, 2003). Autonomy might be the key here as reduction in
autonomy often has a reductive impact on workers motivation to learn while working (Jackson and Wall,
1991). It must be noted, that all individuals might not react similarly to job redesign and enrichment of their
work. Hackman and Oldham suggested that individuals with high Growth Need Strength (GNS) react more
positively to enriched job description (Hackman and Oldham, 1976).
According to Morgeson and Campion (2003), an integrated work design framework consists of three main
sections: Contextual influences are the social and structural factors in the background and are not part of the
job design. Next one is the characteristics of work, which consists mainly from same characteristics as
Hackman and Oldham's JCM but adds a social environment and physical demands to it. Social environment
is about dealing with others in workplace and job interdependence and physical demands of work consists
of the very physical attributes of the job, like physical activity, work conditions, schedules et cetera.
Third section of work design framework is the meditating mechanisms. The Job Characteristics Model
suggests that there is causal relationship between complex, enriched jobs and the three Critical Psychological
States. Hackman and Oldham (1976) suggested that Critical Psychological States mediate the relationship
between job characteristics and the work outcomes. They are:
a) Experienced meaningfulness - Jobs must allow workers to feel responsible for meaningful and
identifiable part of the work
b) Experienced Responsibility - Jobs must provide outcomes that are intrinsically meaningful
c) Knowledge of results - Jobs must provide feedback about performance and success
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Other psychological research concerning empowerment has managed to identify these kind of cognitive
states that employee must experience in order to be motivated in his job and be willing to pursue higher
outcomes. These states can be described as active motivational states. According to Spreitzer’s research
(1995) on psychological empowerment in the workplace, the critical states for employee are
a) Meaning of work
b) Competence
c) Self-determination
d) Impact of work
Even though the dimensions are not exactly the same as in other studies, it can be seen that employee
motivation and willingness to perform well in his or her job is highly dependent on the meaningfulness and
outcomes. Meaningfulness can be both internal and external. Jobholder can experience the internally
motivated state of mind when the job design supports these cognitive states (Morgeson and Campion, 2003).
The outcomes from job design can be divided into four different aspects. Psychological outcomes are related
to job satisfaction and work motivation, behavioural outcomes describes the job performance, absenteeism
and turnover, human resource outcomes will effect on skill requirements, training demands and
compensation levels. Last aspect, the role definitions as outcomes helps to clarify the problem ownership
question (who is responsible for solving the problem) and role breadth self-efficacy (Morgeson and Campion,
2003).
Performance evaluation is carried out within a practical context of the day-to day business of the organisation.
What is being assessed is how well the employee is carrying out his duties, performing his organisational
role and how well he is achieving set targets or tasks. Secondarily, appraisals are used to assess promotion
potential of an individual. A basic model of appraisal is shown in Figure 7
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Work
Possible corrective
Specific
measures
targets
Assessment of
Review with
actual
performance
Actual Performance
performance criteria agreed
against criteria
Source: Cole G A (2002) Personnel and Human Resource Management 5 th edition page 299
The term performance appraisal relates to the assessment of staff or managerial performance. There are two
forms of appraisal: formal and informal. Cole (2002) notes that the informal appraisal is a continuing
assessment of an individual in the normal course of work. Cole further observes that this kind of assessment
is of an ad hoc nature and is determined by intuitive feelings as by factual evidence of results and that it is a
natural by-product of the day-to-day relationship between manager and subordinate. Cole (2002) describes
the formal type of assessment as altogether more rational and orderly than informal appraisal. The formal
appraisal process of assessing individual performance against targets is shown in Figure 8.
Job
Improvement
Plan
Promotion
Appraisal Appraisal Action
form initiated interview agreed Or
Salary
Review
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Source: Cole G A (2002) Personnel and Human Resource Management 5 th edition page 299
to provide basis for rewarding employees in relation to their contribution to organisation goals
to motivate individuals
The prime need for appraisal systems is to draw attention to present performance in the job in order to
Management scholars have expressed varied views for appraisal systems. Peter Drucker’s view as a whole,
is that managers are responsible for achieving results through the management of human, material and
financial resources. These resources are always monitored and imply the setting of standards against which
performance is measured. Cole notes that in respect of people this entails taking action to improve
performance by means of training and help, i.e. management development. On the other hand Douglas
McGregor sees appraisals as promoting the cause of Theory X the management style that assumes that
people are unreliable, unable to take responsibility and therefore require close supervision and control.
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There are difficulties associated with staff performance appraisals relating to fairness and accuracy. These
difficulties boil down to:
Organisational culture or value-system acts as the major determinant of both the appraisal scheme adopted
and the way it is introduced. For example if culture is supportive of control and measurement of people, the
appraisal system will be imposed on the participants. In a situation where culture encourages openness and
participation, appraisal systems will be discussed first with those involved, thus rendering appraisal systems
as joint problem-solving affairs.
Key Result Areas Once the job purpose is clear, you can then identify five or six areas in which results must
be achieved if the job purpose is to be fulfilled. These are the broad areas within a job that change little from
year to year. Everyone’s job can be broken into key result areas (KRA). For the management trainer, key
result areas could be: design of solution, delivery of solution and evaluation of solution. The other set include
innovation, customer satisfaction and budgets.
KRA is not the result rather is the area identified as important or crucial where a result will assist inthe
achievement of the set objectives or goal. KRA defines what a job is expected to accomplish
Areas such as innovation, client response time and staff development are included rather than being
overlooked.
It is the first stage of objective setting.
It makes it easier to assess current performance
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Key performance indicators are always rates, ratios, averages or percentages; they are never raw numbers.
Raw numbers are valuable to web analytics reporting to be sure, but because they don’t provide context, are
less powerful than key performance indicators.
A KPI, or group of KPIs to be more exact (since a KPI rarely exists alone), form a type of language which can
be used, not only to measure the effectiveness, but also to state their chances of success. A KPI is a
fundamental characteristic, and without any agreement on their meaning, would become a source of chaos
rather than a source of focused action.
Some researchers lists other reasons why performance appraisals can fail to yield the desired results as
follows:
managers feel that little or no benefit will be derived from the time and energy spent in the process
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the judgmental role of appraisal conflicts with the helping role of developing employees
‘a reluctance to play God’ – reluctance to play the role of assessor of human performance
Class Exercise
a) Look for various forms used to appraise workers and pinpoint the key result areas (KRA)
and key performance indicators (KPI)
b) Design KRAs for sales, manufacturing and accounting and finance.
Chapter Summary
Management is an interdisciplinary and international field that has evolved in bits and pieces over the years.
Five approaches to management theory are (1) the universal process approach, (2) the operational approach,
(3) the behavioral approach, (4) the systems approach, and (5) the contingency approach. Useful lessons
have been learned from each. Henri Fayol’s universal process approach assumes that all organizations,
regardless of purpose or size, require the same management process. Furthermore, it assumes that this
rational process can be reduced to separate functions and principles of management. The universal
approach, the oldest of the various approaches, is still popular today.
Dedicated to promoting production efficiency and reducing waste, the operational approach has evolved from
scientific management to operations management. Frederick W. Taylor, the father of scientific management,
and his followers revolutionized industrial management through the use of standardization, time-and-motion
study, selection and training, and pay incentives.
Management has turned to the human factor in the human relations movement and organizational behavior
approach. Emerging from such influences as unionization, the Hawthorne studies, and the philosophy of
industrial humanism, the human relations movement began as a concerted effort to make employees’ needs
a high management priority. Today, organizational behavior theorists try to identify the multiple determinants
of job performance.
Advocates of the systems approach recommend that modern organizations be viewed as open systems.
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Open systems depend on the outside environment for survival, whereas closed systems do not. Chester I.
Barnard stirred early interest in systems thinking in 1938 by suggesting that organizations are cooperative
systems energized by communication. General systems theory, an interdisciplinary field based on the
assumption that everything is systematically r elated, has identified a hierarchy of systems and has
differentiated between closed and open systems. New directions in systems thinking are organizational
learning and chaos theory.
A comparatively new approach to management thought is the contingency approach, which stresses
situational appropriateness rather than universal principles. The contingency approach is characterized by
an open-system perspective, a practical research orientation, and a multivariate approach to research.
Contingency thinking is a practical extension of more abstract systems thinking.
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Chapter Three-Motivation
9.0 Introduction to Motivation
According to Armstrong (2010), motivation is a force that energizes, directs and sustains behaviour. Nhat
and Dung (2013) defined it as a set of indefinite factors that cause a person to perform his or her duties in a
special way. They further observed that Cole (2009) defined it as the drive that a person has to work in a
particular way and with a given amount of effort. In addition to the above definitions given by the cited
scholars, Shahzadi et al. (2014) defined it is a force that enables an individual to act in the direction of a
particular objective. Regardless of the differences in definitions, it can be observed they all maintain that for
people to perform in a particular way, something (a force) has to entice them to do that.
Motivation can be a complex issue to deal with because it ca-n either be intrinsic or extrinsic driven. Intrinsic
motivation is one that is highly dependent on one‟s perception of their job or work while extrinsic is induced
by the use of external factors to entice people. Shanks (n.d) and Shahzadi et al. (2014), observed that intrinsic
motivation is internal to the individual and in many ways less tangible. They pointed out that it could be from
taking pride and feeling good about a job well done, healthy relationships at work (employees being able to
develop a sense of connection with each other), professionalism and many other factors that have
psychological effects on people. Schmid and Adams (2008) explained it as a situation where people do an
activity because they find it interesting and derive spontaneous satisfaction from the activity itself. The other
type of motivation is extrinsic and is derived from factors external to people‟s perception about their work.
According to Armstrong (2010) and Bhadoriya and Chauhan (2013), extrinsic motivation comes from factors
that are external to the performer such as money, promotions and any other incentives an organization can
offer to influence the behaviour of its employees.
To be able to motivate employees, both the intrinsic and extrinsic factors need to be paid attention to. It is
these two major factors of motivation that make employee motivation a challenging task. Shahzadi et al.
(2016) pointed out that employee motivation is a challenging task in practice. According to Bhadoriya and
Chauhan (2013) and Shanks (n.d), the biggest challenge of managers is to keep their employees motivated
because they often do not understand the concepts, principles and myths about motivation well enough to
be able to put them into practice. In addition, Nhat and Dung (2013) and Khanifar et al. (2014) observed that
motivation is a complex phenomenon because it is influenced by individual, cultural, ethnic and historical
factors. Therefore, if a motivated team is to be realised it is essential that the different individual employee
aspirations are understood and taken care of in one way or the other. This view is supported by Ackhah
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(2014) who pointed out that if managers are to achieve well motivated teams, they need greater insight on
what rewards would best motivate the individual employees and workforces at large.
In spite of the complex nature of employee motivation, organizations still need to keep their employees
motivated because it may have an effect on organizational performance. Zameer et al. (2014) pointed out
that employee motivation plays an important role in both public and private organizations. They argued that
without motivation, organizations can hardly achieve their goals. Bhadoriya and Chauhan (2013) argued that
in order to be competitive, organizations need to manage their resources effectively and that the human
resource is no exception in the matter. Onyango (2014) argued that motivation controls the behaviour and
patterns of work thus making it a major driving force towards organizational development. In the same vain,
Zameer et al. (2014) and Shahzadi et al. (2014) added that customer perception about a company lies in the
hands of the employees who have direct contact with the customers or customers‟ products. Hence, their
motivation could be necessary.
Intrinsic type of motivation is argued to be very important in the motivation of employees. Pratheepkanth
(2011), argued that an intrinsically motivated individual will be committed to his work to the extent where the
work contains tasks that are fulfilling to him or her. This view is also supported by Khanifar et al. (2014) who
observed that employees prefer challenging and interesting work and therefore argued that interesting and
challenging work is an important motivational factor for performing a good work. Safiullah (2015), also argued
that for companies to enhance their employees need for self-actualization, they need to provide interesting
and challenging work because it would propel employee innovation, creativity, sense of accomplishment and
increased responsibility. According to Herzberg (1959) as cited in Safiullah (2015), challenging and
interesting work is a motivator. In addition, Mehta (2014) argued that the level to which a person is delighted
about their job affects the level of absenteeism, mental and physical health, general satisfaction about life
and therefore has an effect on performance.
Furthermore, intrinsic motivation is believed to have a spill-over effect. Schmid and Adams (2008) observed
that the level of an individual‟s intrinsic motivation can spill over to other work members and thereby lower
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or increase the overall motivation level of the whole work team. As a result they argued that the best situation
a manager can wish for is a team that is intrinsically motivated because the team members would feel
personally connected to the outcome of a job.
While many scholars believe that intrinsic motivation is necessary to maintain high levels of performance on
a job or project, some feel that intrinsic motivation has no effect on employee performance. For instance,
Muogbo (2013), argued that intrinsic motivation has no effect on the performance of employees in the
manufacturing industry; an idea that is opposed to the earlier cited scholars.
Schmid and Adams (2008) noted that there is a widely held belief that extrinsic rewards undermine intrinsic
motivation. However, in their work they observed that the belief was not disapproved but was clearly
unsupported. They pointed out that external sources of motivation can only lower intrinsic motivation if
perceived as controlling but not if perceived as feedback for competence. Therefore, organizations would
also do well to pay attention to the behavioural response of their workers that they display when they are
rewarded.
Performance is simply output, rate of output and quality of output. Mehta (2014) defined employee
performance as the quantity and quality of work expected from an employee. Shahzadi et al. (2014) added
that employee performance includes timeliness of the output and Ackah (2014) points out that it is highly
affected by one’s effort, skills and role perceptions; the factors that Porter and Lawler added to Vroom‟s
expectancy model which is discussed in chapter three.
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Employee performance is a crucial matter for organizations. According to Ackah (2014), the success of any
business is directly affected by the performance of the employees whether or not those employees are
dealing directly with customers.
Based on the definitions and arguments of employee performance given above, it can be argued that work’s
time, cost and quality are directly linked with employee performance. Time and cost of work would be linked
to employees‟ productivity while quality of work to the workmanship of employees.
The question is whether performance can be affected by motivation. Some scholars believe that there is a
strong link between motivation and performance. Thwala and Monese (2012) and Olubusayo et al. (2014)
argued that a company‟s productivity can be attributed to hardworking and happy employees. Mehta (2014)
argued that employee performance is directly influenced by the quality of rewards provided by the
organization. Nani and Apraku (2016) also claimed that the problem of how to obtain optimum performance
from employees can only be overcome if an individual or group is highly recognized and rewarded for
performance. On the other hand, Zameer et al. (2014) pointed out that without employee motivation,
organizations cannot achieve their goals and cannot even run. Pratheepkanth (2011) adds that without
motivation even the most talented people will not deliver to their potential, but with motivation others will
perform way above the level expected of their intelligence and academic ability.
Olubusayo (2014) observed that productivity will only be enhanced if the employees are well motivated
through adequate incentive packages that are proportional to their performance. Achim et al. (2013) argued
that if employees are happy, they will take care of the customers‟ interests without much supervision. Mehta
(2014), noted that it is because motivation will increase employees‟ satisfaction which in effect will lessen
cases of absenteeism. If organizational performance is a factor of employee performance which according
to Achim et al. (2013) and Olubusayo (2014) is also a factor of employee motivation, then it can be said that
motivation has an effect on organizational performance. Therefore, according to Mehta (2014), for an
organization to achieve a competitive edge, it has to flourish its human assets.
However, not everyone entirely agrees to a direct relationship between motivation and performance.
Onyango (2014) argued that motivation can only influence performance in a positive way if it is aligned with
the overall strategic objectives of an organization. According to Taha et al. (2014) as cited in Khanifar et al.
(2014), motivation can only work in an organization where communication is effective because it is a means
for exchanging information, knowledge and experiences. They pointed out that in an environment with poor
communication, motivation gradually decreases.
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On a different note, Schmid and Adams (2008) pointed out that a manager should attempt to influence
motivation in a way that optimizes it instead of trying to maximize it. This idea is also supported by Achim et
al. (2013) who argued that motivation can only influence performance to a certain limit. They claimed that if
the limit is exceeded, the motivational factors would eventually lead to decreased efficiency. Therefore Njanja
et al. (2013) argued that measuring performance is of great importance to an incentive plan because it
communicates the importance of established organizational goals. However, Thomson and Rampton (2003)
as cited in Njanja et al. (2013), argued that for motivation to have an influence on performance, organizations
need to reward their employees more often because frequent rewards are easily linked to performance
9.4.1 Incentives
Incentives are benefits given to employees to entice their behaviour towards work. They are intended to
positively influence ones attitude towards work at any given day or time. Pratheepkanth (2011), Onyango
(2014) and Olubusayo (2014), claimed that employee incentives have a positive effect on employee
performance. They argued that an organization‟s rewards policy controls the behaviour and pattern of work
hence a major driving force towards organizational development. Dixit and Bhati (2012) as cited in Olubusayo
(2014) noted that poor incentives packages have been a major factor affecting employees‟ commitment and
productivity. According to Muogbo (2013), if rewards are not given, workers tend to express their displeasure
through poor performance and non-commitment to their jobs. These incentives could either be monetary or
non-monetary
9.4.2 Monetary
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These incentives involve award of money to employees. These could be bonuses, profit sharing or other
monetary benefits. Nani and Apraku (2016) noted that bonuses or profit sharing are rewards that are granted
to employees on the basis of tasks performed which meet or exceed the expectations initially established by
an organization. Therefore, based on the fact that they are given after a job is done and on grounds that the
performance meets or exceeds expectation, it implies that for them to have an effect on employee
performance they have to be expected. There has to be likelihood of the reward, this is one of the concepts
under the expectance theory. On the other hand, fringe benefits are incentives that do not depend on
performance for them to be awarded. Nani and Apraku (2016) pointed out that fringe benefits are a collection
of various benefits provided by an employer to influence employee performance and are usually tax free.
They observed that these benefits include things such as health insurance, education reimbursement and
child care. Fringe benefits simply help employees to take care of some of their basic needs. Therefore, fringe
benefits are an aspect of Maslow‟s hierarchy of needs. They are not directly related to work but will make
the life of employees more comfortable, increase their satisfaction about the job and thus according to Nani
and Apraku (2016) have a positive effect on their attitude towards work.
9.4.3 Non-monetary
Non-monetary rewards or incentives refer to awards that do not involve the aspect of transferring money to
an employee. These rewards include things such as better working environment, written recognition, informal
parties, training etc. (Olubusayo et al. 2014). Though this system does not involve any payments of money
to employees, Apraku and Nani (2016) pointed out that it costs money to establish and run such a system.
Turner et al. (2008) pointed out that the reason most organizations avoid motivational issues is because they
get into their profits. Nhat and Dung (2013) also pointed out that issues of employee motivation require time
and money. However, Danish and Usman (2010), pointed out that it is not right for organizations to view
reward systems as a mere cost but to look at it as an investment arguing that motivated employees can help
make an organization more competitive and more profitable.
Both the financial and non-financial incentives are meant to keep employees happy and avoid frustration in
their work life. Onyango (2014) argued that whether financial or not, rewards control employees‟ level of
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motivation and significantly affect organizational performance. According to Olubusayo (2014), when
employees are motivated, absenteeism, wastage and accidents are reduced thereby creating a productive
work culture. In addition, Muogbo (2013) pointed out that when these rewards are not given, workers tend to
express their displeasure through poor performance and non-commitment to their jobs.
However, Nani and Apraku (2016) argued that though the difference in the effects between financial and non-
financial rewards is minimal, financial reward systems have higher effect than non-financial reward systems.
On the contrary Njanja et al. (2013), argued that cash bonuses only seem to make employees happy and
stop them from being dissatisfied, but do not seem to have an impact on employees‟ performance. In
addition, Masaiti and Naluyele (2011) claimed that financial incentives in the public sector were failing to
achieve the desired results. Debates about what methods are better in employee motivations are more likely
to be always there, what is important is to understand the industry and the actual environment as pointed out
by Safiullah (2015).
On the contrary, Njanja et al. (2013), argued that companies can increase productivity by personalising the
reward systems through individual performance appraisals and pointed out that managers would do well to
be on the lookout for employees who perform well, but according to Khanifar et al. (2014), a study showed
that a company that used both systems was able to counter the disadvantages of just using one.
What may be cardinal is to understand the technicalities of the situations; in some operations it may not be
easy to isolate an individual‟s output from the rest of the team or teams. Olubusayo (2014), noted that it is
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imperative for any organization in this competitive society to understand what would drive the employees to
perform efficiently and reward them accordingly
Gerber et al.., (1998) as cited in Ali et al. (2013), referred to working conditions as the environment created
by the interaction of employees with their organization and includes psychological as well as physical
conditions. Safiullah (2015), claimed that work environments are one of the crucial factors that significantly
affect the level of employee motivation. Oduka (2016), observed that the employment environment in which
people work has tremendous effect on their level of pride. She points out that people will naturally prefer
working conditions that they view to be safe and are more likely to develop a sense of motivation from their
work if they are happy with the conditions. In addition, Masaiti and Naluyele (2011) argued that when
employees are satisfied with their working conditions they are more likely to stay with the organization.
Therefore, it can be argued that working conditions have an effect on the level of employee retention.
On the other hand, Ali et al. (2013) observed that when employees are subjected to stressful working
conditions, productivity is negatively affected and when subjected good conditions productivity increases.
According to Herzberg (1959) as cited in Safiullah (2015), if organizations failed to provide better working
environments high dissatisfaction arises amongst employees. Therefore, it is important that organizations
are sensitive to the kinds of environment they create for their employees. Below are some of the factors that
create an organization‟s working conditions.
According to Ali et al. (2013), the condition of the physical environment in which employees work has an
effect on employee output. They observed that offices and factories that are too hot or ill ventilated are
frustrating to employees. They also pointed out that things such as protective clothing, drinking water, rest
rooms, toilets, first aid facilities are necessary to keep the employees well engaged with their work. Nani and
Apraku (2016) observed that even a larger office or working space as a reward for exceptional performance
could be motivating to employees. They argued that bigger working space coupled with better lighting
enhances convenience and it is a sign of elevation of an employee‟s status within the organization. As a
result it elevates an employee‟s morale about the job.
9.5.3 Wages
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Basic pay is generally practiced by every organization in rewarding performance. Often times it is a recurring
reward that is paid weekly or monthly (Nani and Apraku 2016). Olubusayo (2014) noted that the success and
the survival of any organization are to a large extent determined by the way the workers are remunerated
and rewarded. Pratheepkanth (2011) and Muogbo (2013) observed that good remuneration has over the
years been found to be one of the factors organizations can adopt to increase their workers performance and
thereby increase organizations‟ productivity. Zameer et al. (2014), observed that attractive pays play an
important role in increasing employee‟s performance and organizations‟ productivity. According to Mehta
(2014), employees are most probable to seem motivated when they understand that they are to receive an
equitable pay while considering the tasks they perform. Pratheepkanth (2011), argued that Vroom (1964) in
the expectancy theory, supported the assumption that workers tend to perform more effectively when their
wages are related to performance as may be highlighted through objective evaluation of an employee‟s merit.
Manzoor (2012), points out that money has supremacy in attracting, retaining and motivating individuals
towards higher performance and nothing comes closer to its influential value.
Therefore, it can be argued that if wages are low or not satisfactory, employees will be demotivated. Nani
and Apraku (2016) point out that if people are not happy with the wages, it is difficult for an organization to
recruit and retain good employees.
On the contrary, it is also argued that wages are not as influential as may be claimed by the arguments
presented above. According to Safiullah (2015), a study showed that among the different motivational factors
used for employee motivation, wages were ranked 6th. She pointed out that her study contradicted the
studies by Linder (1998) and Hossain and Hossain (2011) that ranked wages second and first respectively.
As a result Safiullah (2015) argued that as pointed out by Herzberg‟s two-factor theory, salary is a hygiene
factor which can prevent employees‟ dissatisfaction only but does not necessarily motivate them. However,
it is also worth noting that salary on Herzberg‟s model has been presented interchangeably, in some cases
it is a motivator and in others it is a hygiene factor.
In addition to Safiullah‟s arguments concerning wages, Onyango (2014) observed that the research done by
Heng, (2012) found out that employees‟ performance is dependent on the way they are treated in the
organization despite being given high salaries. He related the findings of Heng (2012) to what Abraham
Maslow referred to as the social affective need at workplace which was argued to be a very powerful tool in
shaping employees behaviour towards better delivery of results. Schmid and Adams (2008) and Masaiti and
Naluyele (2015) pointed out that showing appreciation through a pay check alone may not be enough. They
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argued that though money may attract people to an organization‟s front door, something else is needed to
keep them from going out the back door. This implies that for employee performance and retention, an
organization needs to offer more than just a good salary
Working hours are another important factor under working conditions because they will dictate a person‟s
work life balance. According to Ali et al. (2013), when working hours are not appropriate and according to the
ability of the employees, their productivity is affected especially in the manufacturing circles. This view was
supported by Oduka (2016) who observed that employees with a better work life balance were more willing
to go an extra mile in their work as opposed to those that had little time for their personal life. However,
Safiullah (2015) argued that with other industries such as telecommunications, though effects of flexible
working hours are there on employee motivation and productivity, they are not so much as compared with
the effects from the other motivation factors.
When work activities are at peak, employees can find it difficult to manage their workload especially against
unpredictable demands from customers. As a result they would have challenges in dealing with their work-
life balance (Turner et al. 2008). If such circumstances persist, there is high chance of burnout among
employees. Ali et al. (2013) pointed out that though increased workload can improve short-term productivity,
it can increase long-term costs through stress and illness leading to low employee productivity. They argued
that workload affects performance because work load is simply the relationship between task demands, the
circumstances under which the tasks take place and the perceptions, actions, skills and knowledge of the
individual performing the task. Therefore it is expected that if the workload is too much, employees would be
frustrated and experience a reduction in productivity.
According to Ali et al. (2013), a unit increase in workload decreases productivity and a unit decrease in
workload increases employee productivity implying an indirect relationship between workload and
performance. Oduka (2016), also observed that employees with a healthy work life balance were more
motivated and willing to go an extra mile at their work.
However, Stulgiene and Ciutiene (2012), observed that companies rarely take into consideration the
workload of workers, leading to continuously high levels of work intensity among workers.
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Though social relations are intangible in nature, they may have major psychological effects on employees.
In a study by Khanifar et al. (2014), it was observed that though the employees were unaware, quality of their
relationships with their managers influenced their behaviour and attitude towards work. According to Safiullah
(2015), environments where employees have cooperative and harmonious relationships with their co-workers
and supervisors, lead to higher levels of performance. She points out that in such environments it is easier
to have team spirit which in turn leads to synergy in problem solving.
Therefore, based on the argument of Schmid and Adams (2008) concerning the spill over effect of intrinsic
motivation, it can be argued that healthy social relations at work have an effect on performance because they
facilitate in the spread of intrinsic motivation which can be seen in team spirit.
Here the individual needs refer to the personal attributes that people may have or require that can affect
performance of work. Below is a discussion of some of such needs.
9.5.7.1 Recognition
Recognition comes in many ways, it could be verbal, written, a promotion or through the rewards that
organizations give. Danish and Usman (2010) referred to recognition as a process of giving an employee a
certain status within an organization through appreciation one receives for their work. According to
Pratheepkanth (2011), the main focus of recognition is to make employees feel appreciated and valued. Nani
and Apraku (2016), observed that the status that comes with recognition earns the employees respect
amongst their fellow workers in the organization.
Ackah (2014) and Oduka (2016) argue there is a strong positive relationship between performance
recognition and motivation of staff. Manzoor (2012), pointed out that rewards and recognition are essential
factors in enhancing employee job satisfaction and work motivation which is directly associated to
organizational achievement. Danish and Usman (2010) noted that rewards and recognition programs keep
high spirits among employees, boosts up their morale and create a linkage between performance and
motivation of the employees. According to Pratheepkanth (2011), research has proven that employees who
get recognized tend to have higher self-esteem, more confidence, more willingness to take on new challenges
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and more eagerness to be innovative. Therefore, it can be claimed that recognition is one of the factors that
increase intrinsic motivation and therefore has an effect on performance
9.5.7.2 Promotion
According to Nani and Apraku (2016), promotion can be used as a reward and as an inducement to better
work performance and other organizational approved forms of behaviours. They argue that promotions come
with an increase in responsibility, prestige and benefits. As a result, they become a source of motivation.
Verbal appreciation is a way of admiring expressing an approval. Employees like to receive a little verbal
praise from their employers from time to time in front of their co-workers. It provides confirmation that the
employee is doing a good job and is recognized as a valuable asset to the team (Nani and Apraku 2016).
Torrington and Hall (2006) as cited in Njanja et al. (2013), argue that research has shown that when
employees are appreciated and praised, they tend to improve their performance. They argued that it is one
way an organization can use to improve performance. According to Safiullah (2015), appreciation is one of
the most top desires of employees which motivate and keep them productive by enhancing their morale. She
pointed out that it enhances selfesteem.
However, Nani and Apraku (2016) warn that too much verbal praise to an employee can also lead to swollen
headedness that may lead to pride and reduction in performance. On the other hand Muogbo (2013) does
not agree to the claims of a link between praise and performance. He argues that such incentives and any
other that are centred on intrinsic motivation have no effect on performance.
Arnold (1997) as cited in Manzoor (2012), defined empowerment as an approach to leadership that
empowers subordinates to the main constituents of managerial and organizational effectiveness. In simple
terms, it is the aspect of giving more authority to the subordinates. However, Blanchard et al.., (1996) as cited
in Meyerson and Dewettinck (2012) argued that empowerment is not merely for freedom to act, but to make
an employee have a higher degree of responsibility and accountability. This means empowerment is meant
to ensure that employees are motivated, committed and able to assist organizations in achieving their
objectives. Manzoor (2012), points out that empowerment is the giving of authority and liberating of employee
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potential. If empowerment liberates the potential of employees in the execution of work, then it could be a
cheaper tool of enhancing performance.
9.5.7.4 Feedback
The general consensus regarding effectiveness of feedback is that positive constructive feedback enhances
the motivation of employees. It is also worth noting that employees who contribute the most are usually the
ones most in need of appreciation. In addition, it is argued that when feedback is given to illustrate progress
towards a goal, the effects of motivation techniques like goal setting are enhanced (Schmid and Adams
2008).
However, Schmid and Adams (2008) also observed that the effects of feedback on the aspect of motivation
are highly dependent on the recipients of the feedback. Therefore it is important that feedback is constructive
According to Turner et al. (2008), there is need to link work assignments to career development from both
individual and organizational perspectives. They pointed out that if employees feel that their assignments are
not offering them the development they wish to acquire in terms of career progression, they are more likely
to look for employment elsewhere. Safiullah (2015), observed that at particular telecommunication
companies, opportunities for career growth were the major motivating factors for employees.
Regarding training, Ackah (2014) claims that trained employees contribute to the quality of the offered product
or service, help in minimizing wastage and reduces cost of production or delivery. He pointed out that training
equips employees with the required skills, knowledge and techniques that they need for efficient job
performance. Shahzadi et al. (2014), observed that for organizations to achieve their goals efficiently, they
need to train their employees. They argued that the larger the gap between what an individual knows and
what he requires, the greater is the dissatisfaction with the job and the higher are the turnover rates. In their
study, it was also observed that employees who feel less competent for the task will leave the field or their
level of productivity will be suboptimal. Tsai et al. (2007) as cited in Shahzadi et al. (2014) observed that
employees who show commitment to training and learning possess an enhanced level of job satisfaction that
positively affects their performance.
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Maslow’s hierarchy of needs is a theory in psychology that was proposed by Abraham Maslow in his 1943
paper. According to Maslow, people have five types of needs (Physiological, Safety, Social, Esteem and
Self-actualization) which are activated in a hierarchical manner. This implies that the needs are aroused in
a specific order from the lowest to the highest, such that the lowest-order need must be fulfilled before the
next order need is triggered and the process continues (Kentrik et al., 2010 and Kaur 2013). The five needs
are divided into ‘Deficiency needs and Growth needs’. Deficiency needs cover physiological needs, safety
needs and social needs whereas esteem and self-actualization are under the growth needs (Kaur 2013).
Below is a figure showing the hierarchy of needs as proposed by Maslow.
Self-
Actuali
zation
Esteem needs
Safety needs
Physiological needs
Source:
Figure Dima et needs
11: Maslow's al.., 2010
theory
According to Maslow (1943) as pointed out by Dima et al., (2010) and Kaur (2013), the five needs shown in
the diagram above are explained as follows;
Physiological needs; these are needs that are basic to human life. They relate to the survival and
maintenance of a human being and include things such as food, clothing, shelter, water and other necessities
of life. These needs are to be met first before higher level needs can emerge and once these needs are
satisfied, they cease to be motivators.
Safety needs; these occupy the second level of needs and are activated after physiological needs are met.
They refer to the need for secure working environments with regard to financial, family and physical security.
The rationale is that employees working in environments free from threats do their jobs professionally without
any fears.
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Social needs; these are third on Maslow’s hierarchy and refer to the need for affiliation. It is taken into
account that human beings are social beings by nature and will naturally feel the need for interaction and
belongingness. This acts as a stimulus towards group work or team achievement enabling people to share
the same vision and arrive at mutual or complimenting objectives. It is therefore argued that apart from the
need for increased efficiency people prefer to work in groups due to the human social needs
Esteem needs; this represents the fourth level of needs. They include the need for self-respect, self-
confidence and approval of others. This need can be satisfied through the different modes of showing
appreciation to the employees. The inability to fulfill these needs results into feeling inferior and unimportant.
Self-actualization needs; these occupy the last level at the top of the triangle. They refer to the need for
becoming all that one is capable of by exhausting ones potential to the fullest. The argument is that an
individual who reaches this level has an increased need to make a difference and will therefore be more
creative thus representing a valuable asset to the organization’s human resource. Kaur (2013) pointed out
that in order to motivate an individual, it is important to know at what level a person is on the hierarchy.
However, some scholars feel that the presentation of Maslow’s theory through a pyramid (triangle) is not very
representative about the real nature of the characteristics of these needs. According to Seedna and Nor
(2010), there are much more significant characteristics about needs and how the needs work that the pyramid
concept cannot capture. They further pointed out that there is no evidence that the pyramid or triangle concept
came from Maslow. As a result, they came up with other graphical presentations shown below.
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Figure 13: Saeedna and Nor's expanded view of Maslow's needs theory
The graphical presentations shown above imply that a lower level need must not be entirely satisfied before
the following higher need arises. The argument is that there is an overlap between the complete satisfaction
of a lower need and the arising of the next need; it does not necessarily need a 100% satisfaction of a lower
need before an individual begins to feel that they lack in something from the next level need. Seedna and
Nor (2010) pointed out that all the five needs can exist at the same time but with differing degrees of
importance where the lower needs will be needed more than the higher needs.
In addition to the arguments of Saeedna and Nor (2010), Safiullah (2015) argued that the needs do not
always follow the same priority order as depicted by Maslow. This implies that there could be some
overlapping in the need hierarchy. For instance, even if safety need is not satisfied, the social need may
emerge.
The psychologist Frederick Herzberg extended the work of Maslow and proposed a new motivation theory
popularly known as Herzberg’s Motivation Hygiene or Two-Factor Theory. Evans and Aluko (2010) observed
that it is a theory that is based on two factors (motivator factors and hygiene factors). Herzberg arrived at this
theory following an analysis of 200 engineers and accountants from nine different companies in the United
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States (Tan and Waheed, 2011). Mehrad (2015) pointed out that the hygiene factors correspond with the
lower needs on Maslow’s hierarchy while the motivators correspond with the higher needs of the hierarchy.
According to Herzberg as pointed out by Evans and Aluko (2010), Tan and Waheed (2011) and Baah and
Amoako (2011), the hygiene factors are there to prevent dissatisfaction and their presence only leads to ‘no
dissatisfaction’ and not to satisfaction. They argued that according to Herzberg, hygiene factors cannot
motivate but only prevent dissatisfaction. As a result they also referred to them as maintenance factors. They
observed that hygiene factors include things such as salary, supervision, interpersonal relations, policy and
administration, job security and personal life.
On the other hand, Evans and Aluko (2010), Baah and Amoako (2011) and Chu and Kuo (2015) observed
that the motivator factors are intrinsic to the job itself and include things such as challenging work,
responsibility, gaining recognition, opportunity for advancement and a sense of personal achievement and
growth. They pointed out that the absence of the motivators only leads to lack of motivation and not
dissatisfaction and that it is only the presence of the motivator factors that can lead to motivation of employees
and job satisfaction. Below is a model depicting the two factor theory of Herzberg.
Based on the above figure, hygiene factors on the left are there to deal with dissatisfaction alone, there is no
connection between these factors and satisfaction. On the other hand, the motivators are only there to
motivate and increase job satisfaction but their absence does not lead to dissatisfaction as earlier explained.
Based on this understanding of Herzberg’s theory, Chu and Kuo (2015) conceptualised it as shown below.
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Figure 15: Chu and Kuo's expalantion of Herzbergs two factor theory
The illustration shows that when the motivators which lead to satisfaction are not there, the result is merely
lack of satisfaction and not dissatisfaction. The same explanation holds true for the hygiene factors, their
absence leads to dissatisfaction whereas their presence leads to a state of no dissatisfaction and not a
state of satisfaction. Chu and Kuo (2015) observed that the findings of Herzberg are opposed to the
traditional concepts of job satisfaction where the opposite of satisfaction is dissatisfaction.
On the other hand, Tan and Waheed (2011) observed that the theory has also received a lot of criticism
because of a lack of consistence in the presentation of hygiene factors and motivator factors. In some
cases salary is depicted as a hygiene factor while in other cases it is a motivator. In addition, it is also
argued that the theory does not really measure motivation but job satisfaction.
The expectancy theory was first developed by Victor Vroom in 1964 and later expanded by Porter and Lawler
in 1968. The theory identifies factors that can be done to motivate employees by altering a person’s effort-
to-performance expectancy, performance-to-reward expectancy, and reward valences (Lunenburg 2011).
Luneburg (2011) observed that according to Vroom (1964), the expectancy theory is based on four
assumptions. The first assumption is that people join organizations with expectations about their needs,
motivations, and past experiences. The second assumption is that people’s behaviour is a result of conscious
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choice based on their own expectancy calculations. The third is that people will want different things from an
organization in terms of good salary, job security, advancement, challenge, etc. The last assumption is that
people will choose among alternatives so as to optimize outcomes for them personally.
Lunenburg (2011), Saif et al.., (2012), Ghoddousi et al.., (2014) and Parijat and Bagga (2014) pointed out
that based on the four assumptions the expectancy theory has three key elements which are expectancy,
instrumentality, and valence. As a result, Lunenburg (2011) argued that according to Vroom (1964), a person
is motivated to the degree that he or she believes that;
According to the model, employee behaviour towards work is affected by how they value the rewards to be
received which are as a result of their efforts. Therefore, according to this model, motivation can be expressed
as a product of expectancy, instrumentality and valence. Saif et al., (2012), also pointed out that for rewards
to be able to positively influence performance, they must be of value to the recipients.
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However, Porter and Lawler (1968) did not entirely agree to vroom’s model. As a result, they added other
factors to the model. They argued that motivation under the expectancy model is further moderated by
abilities, traits and role perceptions that the employees develop (Saif et al.., 2012)
McClelland (1989) observed that different kinds of needs are learned or acquired depending on one’s
environment. In his theory he focused on the work of Murray (1938) with particular attention to the three
needs of achievement, power and affiliation (Furtner and Rauthmann 2011). Furtner and Rauthmann (2011),
pointed out that according to McClelland et al. (1989), employees who have higher needs of achievement
and self-leadership are likely to have heightened level of performance and a strong desire for feedback. The
implication is that when these needs are frustrated, these employees tend to perform poorly.
Goal setting as tool for motivation was propounded by Edwin Locke in his 1968 work. He pointed out that
specific goals (intentions) lead to increased performance. The argument was that difficult goals when
accepted lead to higher performance than easy goals because they naturally demand for focus on problems.
However, he pointed out in his theory that feedback is very important for goal setting to be effective (Saif et
al., 2012).
Equity theory originated from the work of Stacy Adams in her 1963 paper. This theory suggests that
employees weigh their input and outcome in relation to the input and outcome of their fellow employees who
could be from the same organization or a different organization. According to the theory, rewards will only
increase motivation if they are valued and perceived as fair by the employees (Saif et al. 2012).
Chapter Summary
The chapter looked at the theoretical and conceptual perspective of employee motivation. The chapter
reviewed some of the major theories of motivation and emphasized the importance of motivating employees.
Maslow’s five-level hierarchy of needs, though criticized on the basis of empirical evidence of deficiencies,
makes it clear to managers that people are motivated by emerging rather than fulfilled needs. Assuming that
job satisfaction and performance are positively related, Herzberg believed that the most that wages and
working conditions can do is eliminate sources of dissatisfaction. According to Herzberg, the key to true
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satisfaction, and hence motivation, is an enriched job that provides an opportunity for achievement,
responsibility, and personal growth. Expectancy theory is based on the idea that the strength of one’s
motivation to work is the product of perceived probabilities of acquiring personally valued rewards. Both effort-
performance and performance-reward probabilities are important in expectancy theory.
Goals can be an effective motivational tool when they are specific, difficult, participatively set, and
accompanied by feedback on performance. Goals motivate performance by directing attention, encouraging
effort and persistence, and prompting goal-attainment strategies and action plans.
Managers can counteract the boredom associated with routine-task jobs through realistic job previews, job
rotation, and limited exposure. This third alternative involves letting employees earn an early departure time.
Both extrinsic (externally granted) and intrinsic (self-granted) rewards, when properly administered, can have
a positive impact on performance and satisfaction. There is no single best employee compensation plan. A
flexible and varied approach to compensation will be necessary in the coming years because of workforce
diversity. The following rules can help managers maximize the motivational impact of extrinsic rewards: (1)
rewards must satisfy individual needs, (2) one must believe that one’s effort will lead to reward, (3) rewards
must be equitable, and (4) rewards must be linked to performance. Gain-sharing plans have great
motivational potential because they emphasize participation and link pay to actual productivity.
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Robbins and Coulter (2018) argued that planning can either be formal or informal. All managers engage in
some planning, but their planning might be informal. In informal planning, nothing is written down, and there
is little or no sharing of goals with others in the organization. This type of planning often is done in many small
businesses where the owner-manager has a vision of where he or she wants the business to go and how to
get there. Informal planning is general and lacks continuity. Although it's more common in smaller
organizations, informal planning exists in some large organizations as well. And some small businesses have
very sophisticated planning processes and formal plans. We can identify at least four reasons for planning.
Planning gives direction, reduces the impact of change, minimizes waste and redundancy, and sets the
standards used in controlling
Readers have already been introduced to five essential managerial functions, namely, planning, organising,
staffing, leading and controlling. This is also the widely accepted conceptual framework of management.
Planning is the most basic of all managerial functions. It is the process by which managers establish goals
and define the methods by which these goals are to be attained. According to Weihrich and Koontz, “Planning
involves selecting missions and objectives and the actions to achieve them; it requires decision making that
is, choosing from among alternatives future courses of action.” It is, therefore, a rational approach to
achieving pre-selected objectives.
Management has to plan for long-range and short-range future direction by looking ahead into the future, by
estimating and evaluating the future behaviour of the relevant environment and by determining the
enterprise’s own desired role. Planning involves determining various types and volumes of physical and other
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resources to be acquired from outside, to allocate these resources in an efficient manner among competing
claims and to make arrangement for systematic conversion of these resources into useful outputs.
Is planning worthwhile? Do managers and organizations that plan outperform those that don't? Intuitively,
you would expect the answer to be a resounding yes. Although studies of performance in organizations that
plan are generally positive, we can't say that organizations that formally plan always outperform those that
don't plan.
Since plans are made to attain goals or objectives, every plan and all its support should contribute to the
achievement of the organisation’s purpose and objectives. An organised enterprise exists to accomplish
group objectives through willing and purposeful co-operation. That planning is the prime managerial function
is proved by the fact that all other functions such as organising, staffing, leading and controlling are designed
to support the accomplishment of the enterprise’s objectives. Planning quite logically therefore comes first
before execution of all other managerial functions as it involves establishing the objectives necessary for all
group efforts. Also, all other managerial functions must be planned if they are to be effective. Likewise,
planning and controlling are inextricably bound up. Control without plan is meaningless, because plan
provides the basis or standard of control.
Plans should not only be effective, but also efficient. Effectiveness of a plan relates to the extent to which it
accomplishes the objectives. The efficiency of a plan, however, means its contribution to the purpose and
objectives, offset by the costs and other factors required to formulate and operate it. Plans are efficient if they
achieve their objective at a reasonable cost, when such a cost is measured not only in terms of time, money
or production, but also in terms of satisfaction of the individual or group.
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Besides, managers have several practical reasons for formulating plans for themselves, their employees,
and various organisational units, viz.,
These plans are drawn at three major hierarchical levels, namely, the institutional, the managerial and the
technical core.
Strategic plans generally involves planning at the top institutional level of an organisation. Strategic plans
define the organisation’s long-term vision and how the organisation intends to make its vision a reality. In
short, strategic planning is the determination of the basic long-term objectives of an enterprise and the
adoption of courses of action and allocation of resources necessary to achieve these goals. Strategies do
not attempt to outline exactly how the enterprise is to accomplish its objectives, since this is the task of
countless major and minor supporting programs. But they furnish a framework for guiding thinking and action
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Intermediate or administrative planning is done at the level of middle management. It is done to allocate
organisational resources and co-ordinate internal subdivisions of the organisation. It is also a process of
determining the contributions that sub-units can make with allocated resources.
Finally, operational planning is the process of determining how specific tasks can best be accomplished on
time with available resources. This is also done to cover the day-to-day operations of an organisation. As
such, many operating plans are designed to govern the workings of the organisation’s technical core.
Plans can also be categorised according to frequency or repetitiveness of use. They are broadly classified
as standing plans and single-use plans. Standing plans are drawn to cover issues that managers face
repeatedly. For example, managers may be facing the problem of late-coming quite often. Managers may,
therefore, design a standing plan to be implemented automatically each time an employee is late for work.
Such a standing plan may be called standard operating procedure (SOP).
Policies are in most cases standing plans. These are broad-based statements of understanding or
general statement of intent. Policies define an area or provide limits within which decisions are to be made
and ensure that the decision will be consistent with, and contribute to, an objective. Policies are types of
plans that allow decision- makers some discretion to carry out a plan. Otherwise, there will be no difference
between policies and rules. Policies must allow for some discretion. Policies help decide issues before they
become problems, and make it unnecessary to analyse the same situation every time it comes up. It permits
managers to delegate authority and still maintain control over subordinates about the matter. There are many
types of policies. Instances are found in the policies of hiring only university-trained engineers, promotion
from within, encouraging an employee suggestion system for improved organisational performance, setting
competitive prices.
Rules: Like policies, rules, too, are standing plans that guide action. Rules spell out specifically what
employees are supposed to do or not to do. For example, the no-smoking campaign launched by some
organisations is supported by some organisational rules. As opposed to policies, rules do not permit exercise
of individual discretion. Instead, rules specify what actions will be taken (or not taken) and what behaviour is
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permitted or not. Policies, on the other hand, tell people how to think about decisions to be made about
actions.
Procedures: Like rules, procedures are standing plans that provide guidance for action rather than
speculation. They are plans that establish a required method of handling future activities. Procedures
establish customary ways for handling certain activities: hiring a clerk, participating in a co-operative housing
society, obtaining a loan from a bank. The major characteristic of a procedure is that it represents a
chronological sequencing of events. It specifies a series of steps that must be taken to accomplish a task
Single-use plans are prepared for single or unique situations or problems and are normally discarded or
replaced after one use. Generally three types of single-use plans are used. These are programmes, projects
and budgets.
10.6.1 Programmes
Programmes are plans of action followed in proper sequence according to objectives, policies and
procedures. Thus a programme lays down the major steps to be taken to achieve an objective and sets an
approximate time frame for its fulfilment. Programmes are usually supported by budgets. A programme may
be a major or a minor one or long, medium or short term one. Since it is not used in the same form once its
task is over it belongs to single-use plan category.
10.6.2 Projects
A project is a particular job that needs to be done in connection with a general programme. So a single step
in a programme is set up as a project. A project has a distinct object and clear-cut termination. "Projects have
the same characteristics as programs but are generally narrower in scope and less complex. Projects are
frequently created to support or complement a programmme
10.6.3 Budgets:
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A budget is a statement of expected results expressed in numerical terms.It is sometimes called numerised
programme and most commonly expressed in terms of money i.e. taka, dollar etc. They may also be
expressed in terms of any measurable units like hours, metric tons etc. It covers a particular period of time,
and once the period is over, a new budget comes into being.
As we already know, the process of planning is based on certain premises about what is likely to occur in the
environment of an organisation. Contingency plans are made to deal with situations that might crop up if
these assumptions turn out to be wrong. Thus contingency planning is the development of alternative courses
of action to be taken if events disrupt a planned course of action. A contingency plan allows management to
act immediately, if such unforeseen events as strikes, boycotts, natural disasters or major economic changes
render existing plans inoperable or unsuitable
Usually the same steps are followed by managers in all the cases of planning. All of these steps taken serially
results in a planning process. An effective planning process appears future oriented, comprehensive,
systematic, integrated and negotiated. Minor plans are normally simpler in nature and therefore, some of the
steps can be easily taken. The figure below summaries the common steps taken in planning:
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Adapted from Heinz Weihrich and Harold Koontz; Management: A Global Perspective, McGrawHill,
1993,p.131.
Goals are desired outcomes for individuals, groups, and entire organizations. Goals are objectives, and we
use the two terms interchangeably. They provide the direction for all management decisions and form the
criterion against which actual work accomplishments can be measured. That's why they're often called the
foundation of planning. If you don't know what that desired target or outcome is, how could you establish
plans for reaching it? Plans are documents that outline how goals are going to be met and that typically
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describe resource allocations, schedules, and other necessary actions to accomplish the goals. As managers
plan, they're developing both goals and plans.
Types of Goals
At first glance, it might appear that organizations have a single objective: for business firms, to make a profit;
for not-for-profit organizations, to meet the needs of some constituent group(s). In reality, all organizations
have multiple objectives. Businesses also want to increase market share and keep employees enthused
about the organization. A church provides a place for religious practices but also assists economically
disadvantaged individuals in its community and acts as a social gathering place for church members. No one
single measure can evaluate whether an organization is successful. Emphasis on one goal, such as profit,
ignores other goals that must also be reached if long-term success is to be achieved. Consider an example
in the table below of narrow goals and wider goals:
Source: A.A. Thompson Jr. and A.J. Strickland III, Strategic Management (New York: McGraw-Hill/Irwin,
2001), p. 4
A well-designed goal should be written in terms of outcomes rather than actions. The desired end result is
the most important element of any goal and, therefore, the goal should be written to reflect this. Next, a goal
should be measurable and quantifiable. It's much easier to determine if a goal has been met if it's
measurable. For instance, suppose one of your goals is to "produce a high-quality product." What exactly do
you mean by high quality? Because there are numerous ways to define quality, the goal should state
specifically how you will measure whether or not the product is high quality. This means that even in areas
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in which it may be difficult to quantify your intent, you should try to find some specific way to measure whether
that goal is accomplished. Otherwise, why have the goal if you can't measure whether it's been met? In line
with specifying a quantifiable measure of accomplishment, a well-designed goal should also be clear as to
a time frame. Although open-ended goals may seem preferable because of their supposed flexibility, in fact,
goals without a time frame make an organization less flexible. This happens because you're never sure when
the goal has been met or when you should call it quits because the goal will never be met regardless of how
long you work at it. A well-designed goal will specify a time frame for accomplishment. Next, a well-designed
goal should be challenging but attainable. Goals that are too easy to accomplish are not motivating and
neither are goals that are not attainable even with exceptional effort. Next, well designed goals should be
written down. Although actually writing down goals may seem too time consuming, the process of writing the
goals forces people to think them through. In addition, the written goals become visible and tangible evidence
of the importance of working toward something. Finally, well-designed goals are communicated to all
organizational members who need to know the goals. Why? Making people aware of the goals ensures that
they're all "on the same page" and working in ways to ensure the accomplishment of the organizational goals.
The “Management by Objective” (MBO) approach, in the sense that it requires all managers to set specific
objectives to be achieved in the future and encourages them to continually ask what more can be done, is
offered as a partial answer to this question of organizational vitality and creativity. As a term, “Management
by Objectives” was first used by Peter Drucker in 1954. It relies on the defining of objectives for each
employee and then comparing and directing their performance against the objectives that have been set
(Hassan, 2011; Paul, 1997, Rossi & Warglien (1999). It is also a process in which employees participate with
management in the setting of goals or objectives. An essential feature of an MBO program is that it involves
team work and staff in order to set concrete, objective goals for the employee's performance. A deadline is
set for the measurement of accomplishment, and the paths to the desired goals and the removal of possible
obstacles are discussed. After an established period of time has elapsed, the supervisor and subordinate
staff meet again to review the subordinate's performance using the agreed-upon goals as a measuring stick.
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a) The average human being has an inherent dislike for work and will avoid it if he or she can.
b) Because of this human characteristic of dislike for work, most people must be coerced, controlled,
directed, or threatened with punishment to get them to put forth adequate effort toward the
achievement of organizational objectives.
c) The average human being prefers to be directed, wishes to avoid responsibility, has relatively little
ambition, and wants security above all.
Of course, these assumptions are not set out or stated, but if we examine how organizations are structured
and how policies, procedures, and work rules established, we can see them operating. Job responsibilities
are closely spelled out, goals are imposed without individual employee involvement or consideration, reward
is contingent on working within the system, and punishment falls on those who deviate from the established
rules. These factors all influence how people respond, but the underlying assumptions or reasons for them
are seldom tested or even recognized as assumptions. The fact is that most people act as if their beliefs
about human nature are correct and require no study or checking. One theory X manager may drive his
employees at their work because he thinks that they are lazy and that MBO is the only way to get things
done.
THEORY Y Another view of people that is not necessarily the opposite extreme of “X” was called “Y” or theory
Y. This set of assumptions about the nature of people, which influenced managerial behaviors, is described
below.
a) The expenditure of physical and mental effort in work is as natural as play or rest.
b) External control and threat of punishment are not the only means for bringing about effort toward
organizational objectives. A person will exercise self-control in the service of objectives to which he
or she is committed.
c) Commitment to objectives is dependent on rewards associated with their achievement. The most
important rewards are those that satisfy needs for selfrespect and personal improvement.
d) The average human being learns, under proper conditions, not only to accept, but to seek
responsibility.
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e) The capacity to exercise a relatively high degree of imagination, ingenuity, and creativity in the
solution of organizational problems is widely, not narrowly, distributed in the population.
f) Under the conditions of modern industrial life, the intellectual potentialities of the average human
being are only partially utilized.
It is important to realize that this is not a soft approach to managing human endeavor. Examined closely,
it can be seen as a very demanding style: it sets high standards for all and expects people to reach for
them. It is not only hard on the employee who may not have had any prior experience with the managerial
behaviors resulting from these assumptions, but it also demands a very different way of acting from the
supervisor or manager who has grown up under at least some of the theory X influences in our culture.
Although we can intellectually understand and agree with some of these ideas, it is far more difficult to
put them into practice. Risk taking is necessary on the part of the manager, for he or she must allow
employees or subordinates to experiment with activities for which he or she may believe they do not
presently have the capability. The learning and growth resulting from this opportunity may handsomely
reward the risk.
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Wenclesaus and Ofeoma (2014) stated that Management by Objectives is an individual target-based system
of compensation that assigns to each involved subject a set of targets to reach within a given working period
(typically a year) and specifies some extra rewards (prizes) contingent to the fulfillment of these targets. Such
a system of variable compensation aims principally to enhance productivity and working efforts of people
subject to it, to shape converging expectations on future results between parties of the organization and to
make compensation more flexible and variable (allowing partial risk shifting) and it involves the following
steps:
Step - 1: Setting objectives: A hierarchy of challenging, fair, and internally consistent objectives is the
necessary starting point for the MBO cycle because it serves as the foundation for all that follows. All
objectives, according to the principles of MBO, should be reduced to writing and kept aside for future
reference during steps 3 and 4. Setting objectives under MBO starts at the top of the managerial pyramid
and filters down, one layer at a time.
Step - 2: Developing action plans: With the development of action plans and addition of these statements
to the objectives participatively set, the planning phase of MBO comes to an end. Managers, at each level,
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tend to develop plans that incorporate the objectives established in step-1. It is the responsibility of higher
managers to make sure that plans of their direct subordinates complement rather than conflict with one
another. Step - 3: Periodic review: Attention now turns to step-3 as plans go into action requiring the following-
up and monitoring of performance. Face-to-face meetings between superior and subordinate at 3-, 6- and 9-
month intervals should be held regularly. These periodic check-ups help to see whether a particular set of
objectives is still valid or needs revision or updating under the changed circumstances. Periodic check-ups
also provide managers with excellent opportunities to give subordinates required and well-considered
feedback.
Step - 4: Performance appraisal: According to Kreitner, “at end of one complete cycle of MBO, typically
one year after the original goals are set, the final performance is matched with the previously agreed upon
objectives. The pairs of superior and subordinate managers who mutually set the objectives one year earlier
meet face to face once again to discuss how things have turned out. MBO calls for emphasis on results, not
on personalities or excuses.” Kreitner further adds that the control side of the MBO cycle is completed when
success is rewarded with promotion, incentive payments or other suitable benefits and failure is noted to take
corrective action in the future. At the time of evaluating performance during steps 3 and 4, managers need
to keep in mind the following behavioural principles of participation, feedback, recognition and reciprocated
interest.
The MBO cycle repeats itself, after every one round, each cycle contributing to the learning process. As a
common practice, MBO starts at the top and introduces a new layer of management to the MBO process
each year. Experience shows that adding several layers of management into MBO all at once frequently
causes confusion, dissatisfaction and failure.
To avoid confusion, dissatisfaction or failure, the objectives ought to be SMAART implying that:
a) S for Specific: They should be specific. In other words, they should describe specifically the result
that is desired. Instead of "better customer service score," the objective should be "improve the
customer service score by 12 points using the customer service survey."
b) For Measurable: In order to be able to use the objectives as a part of a review process it should be
very clear whether the person met the objective or not.
c) A for Achievable: The next important factor to setting objectives is that they be achievable. For
instance, an objective which states "100 percent customer satisfaction" isn't realistically achievable.
It's not possible to expect that everyone must be 100 percent satisfied with their service. A goal of
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"12 percent improvement in customer satisfaction" is better—but may still not be achievable if it's
assigned to the database developer.
d) A for Agreeable: Considering that objective setting in MBO is done participatively, the manager and
the subordinate must agree before getting down to action
e) R for Realistic: This leads into the next factor—realistic. Realistic objectives are objectives that
recognize factors which cannot be controlled. They can be accomplished with the tools that the
person has at their disposal.
f) T for Time-based: The final factor for a good objective is that it is time-based. In other words, it's not
simply, "improve customer service by 12 percent," it's "improve customer service by 12 percent within
the next 12 months."
Strategies and policies, to be effective, must be put into practice by means of detailed plans embodying
minutest of ingredients necessary for operation. These detailed plans, also called tactics, are the action plans
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through which strategies are pursued and implemented. Hence strategies must be supported by effective
tactics.
A strategic plan of an organisation, therefore, answers a set of fundamental questions: what business is it
doing or does it want to do in future? What kind of organisation is it or does it like to be? How is it going to
conduct itself to achieve this strategic position? "A strategic plan, therefore, is a comprehensive framework
that guides the decisions that determine the nature and direction of organisational activities".
For a broader and better understanding of strategic planning, the following three concepts need to be
appreciated, viz. organisational mission, strategic objectives and operational strategies. A strategic plan
guides decisions that ascertain and control organisational activities.
An organisational mission is a statement specifying the kind of business it wants to undertake. It puts forward
the vision of management based on internal and external environments, capabilities, and the nature of
customers of the organisation. Particular mission statement, however, does not necessarily state specific
strategic objectives or operational strategies or tactics.
A strategic objective provides statements of definable and measurable achievements. Realisation of such
achievements marks the fulfilment of an organisation’s mission statement.
Finally, operational strategies specify the actions that are to be taken in order to attain objectives. Therefore,
operational strategies or tactics mean the same thing which are action plans designed to execute or
implement strategies.
The following are some of the most important characteristics of strategic plans:
a) They are long-term in nature and place an organisation within its external environment.
b) They are comprehensive and cover wide range of organisation activities.
c) They integrate, guide and control organisational activities for the immediate and long-range future.
d) They set the boundaries for managerial decision making.
Since strategic plans are the primary document of an organisation all managerial decisions are required to
be consistent with its goals.
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The strategic planning phase, apart from the central role that it plays in the development and implementation
of a robust strategic plan, lends itself more readily to the development of constructs suitable for use in
questionnaires. Content, on the other hand, is organisation dependent and more difficult to reduce to generic
constructs of the type used in survey research.
a) Agree on a strategic planning process. This may be done at a Board meeting with key staff present,
or may require a special meeting or retreat, including Board, key staff, and some external
stakeholders.
b) At the session: Provide an understanding of what strategic planning is and how it is done; 9 Discuss
its potential value to the organization, in terms of providing a common vision and focus, with agreed-
upon goals and strategies;
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c) Consider the costs of doing strategic planning, in terms of staff and Board time and other resources
– and what might need to be given up in order to develop a plan; if the organization is in crisis or is
financially or organizationally unstable, it may be difficult or unwise to enter into a strategic planning
process until the immediate problems and needs have been successfully addressed;
d) Consider whether the organization is "ready" for a long-range plan or whether it may best focus on
a short-term plan, perhaps doing a one-year plan and then undertaking longer-term planning at the
end of that year; 9 If strategic planning seems appropriate, consider what procedures or steps can
be used to establish and implement a strategic plan;
e) Agree upon a process and establish responsibilities for the various steps in the process, including at
least one day (or several half-days or evenings) devoted to a Board and (all or senior) staff planning
retreat or a series of planning meetings.
f) Except for a very small organization, it will probably be desirable to set up a strategic planning
committee or task force. Choose participants carefully, assuring their commitment to the process and
their willingness to devote significant time to the planning effort. Usually the coordinating group will
include a mix of Board leaders and members, as well as senior and middle managers. Some groups
also include a representative of technical and/or support staff. Representatives of stakeholders –
funders, sister organizations, and allies – and perhaps former leaders of the organization or other
resource people might also be included. The organization may also want to include an outside
facilitator or consultant who will assist with the process and with preparation of the strategic planning
document – or this may be done by staff. Be sure to allocate sufficient staff time to the strategic
planning process. It may be necessary to reduce the regular workloads or responsibilities of staff
and Board members who are expected to play a key role in developing the strategic plan.
g) Scanning the field: Builds knowledge on trends, best practices, existing initiatives, gaps, etc. Builds
buy-in through stakeholder engagement Enables the organization to position itself in a larger
landscape Clarifies the unique value-add of the organization or initiative within a complex
marketplace
h) Content: Executive Summary Mission and Vision Environmental Analysis / SWOT Goals,
Priorities and Strategies Additional components: financial plan, evaluation, staffing / operational
plan Financials (how do your financials align with your aspirations?) Staffing Evaluation (what
will success look like?) One page summary / Key highlights / dashboard to track progress
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Managing directors face an increasingly dynamic, complex and unpredictable environment, where
technology, globalisation, knowledge and changing competitive approaches impact on overall performance
(Asch and Salaman, 2002; Hitt et al., 2001; Scott, 2000). The degree and complexity of the current changing
environment is driving firms, both large and small, to seek new ways of conducting business to create wealth
(Stopford, 2001). More and more firms are turning to a strategic approach as the way forward.
More recent studies focus on the resource‐based view of strategy (RBV) and contend that competitive
advantage arises from organisational capabilities (Dierickx and Cool, 1989; Barney, 1991; Peteraf, 1993;
Teece et al., 1997). This view suggests that competitive advantage and performance results are a
consequence of firm‐specific resources and capabilities (Barney, 1986; Wernerfelt, 1984). The core of the
resource‐based view is that firms differ in fundamental ways as each has its own “bundle” of resources
(Grant, 2002, p. 139; Fleisher and Bensoussan, 2003). The literature suggests that one of the most effective
means of achieving competitive advantage is by using the firm’s “competencies” or “capabilities” (Wernerfelt,
1984; Barney, 1986; Rumelt, 1991; Evans, 1991; Peteraf, 1993; Amit and Schoemaker, 1993). But what are
capabilities? And is there a role for capabilities that are generic rather than unique?.
The relationship between unique capabilities and performance is well established in the literature and has
been researched in various perspectives such as the resource‐based, organisational learning theories,
knowledge‐based and the dynamic capabilities perspectives (De Carolis, 2003, p. 35). However, all firms
have more generic capabilities that enable them to compete. While unique capabilities are specific to firm(s)
in particular competitive positions, it can be contended that generic capabilities are present in most firms and
have a positive association with both strategy and overall organisational performance
A wide variety of terms are used in the literature to describe the drivers of competitive advantage, ranging
from resources, capabilities, competencies and assets (Barney, 2003, p. 424). It is not surprising that the
proliferation of terms has led to a “rather thick terminological haze over the landscape where capability lies”
(Winter, 2003, p. 277). In an effort to provide some clarification, we examine some of the definitions here and
then select a definition for use in this study.
Resources are defined as: “stocks of knowledge, physical assets, human capital, and other tangible and
intangible factors that a business owns or controls, which enable a firm to produce, efficiently and/or
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effectively, market offerings that have value for some market segments” (Capron and Hulland, 1999, p. 42).
A broadly similar definition is given by Barney (2001, p. 54). The use of resources has many potential
advantages for firms such as the achievement of greater efficiency and therefore lower costs, increased
quality and the possibility of greater market share and/or profitability (Collis, 1994).
Hoskisson et al. (2004) refer to capabilities as: “the capacity to perform a task or activity in an integrated
manner”. This means that capabilities, existing and potential, will influence strategic decisions. However,
competitive advantage only results from capabilities that are distinctive, costly and time‐consuming to
replicate (Barney et al., 2001).
Capabilities are the building block for core competencies (Coulter, 2002, p. 129; Grant, 2002), and are usually
embedded in the firm and require both time and significant resources to change. Organisational capabilities
are commonly defined as a firm’s capacity to deploy its assets, tangible or intangible, to perform a task or
activity to improve performance (Amit and Schoemaker, 1993; Grant, 1991; Teece et al., 1997). Examples
include the capability to offer excellent customer service or to develop new products and innovate (Lorenzoni
and Lipparini, 1999).
Capabilities can also be classified as “dynamic”. For example, Teece et al. (1997) suggest that dynamic
capabilities are the “firm’s ability to integrate, build, and reconfigure internal and external competencies to
address rapidly changing environments”. The reconfiguration of competencies is also mentioned by Helfat
and Raubitschek (2000, p. 975), when they state that dynamic capabilities are embedded in “routine
organisational processes that guide the evolution of a firms’ resource configuration and operational routines”.
Capabilities are termed “core” when they result in a competitive advantage over other firms.
Floyd and Wooldridge (1999) contend that small and medium‐sized organisations face important challenges
as they decide whether to build on their existing organisational capabilities or pursue entirely new business
ventures. Previous studies contend that capabilities are firm‐specific and developed within the firm rather
than acquired externally (Henderson and Cockburn, 1994; McGrath et al., 1995). Arguably, the development
of unique capabilities enables firms to perform processes better and in a “different manner” compared with
other firms (Mische, 2001). The evidence from the literature indicates that smaller firms use their
organisational capabilities to compete successfully with larger firms (Hayes and Upton, 1998).
Assessment Questions
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1. Planning is a deliberate and conscious act by means of which managers: (a) achieve their personal goals
(b) can enhance production (c) determine a course of action for persuing a specific goal (d) can earn more
profit
2. Effectiveness of a plan relates to: (a) enhancing productivity (b) the extent to which it accomplishes the
objectives (c) profitability of the enterprise (d) the size of the enterprise
3. Strategic plans are intended to design tactics in order to: (a) ensure maximum production (b) high
productivity (c) serve the interests of both owners and managers (d) achieve long-term objectives
4. Since policies are general in nature, they provide guidelines as to how: (a) the mangers will act efficiently
(b) the enterprise will achieve its goal (c) the employees will curryout their jobs (d) profits can be maximised
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Organising creates the vehicle needed to reach a company's goals. Playing meaningful organisational role
involves having (1) verifiable objectives, (2) a clear idea of the major duties or activities involved, and (3) an
understood area of discretion or authority so that the person filling the role knows what he or she can do to
accomplish goals.
Organising therefore means (1) identification and classification of required activities, (2) grouping activities
necessary to attain objectives, (3) the assignment of each grouping to a manager with the appropriate
authority to supervise it; and (4) the provision for co-ordination horizontally (on the same or similar
organisational level) and vertically.
An organisation structure should be designed to clarify who is to do what tasks and who is responsible for
what results, to remove obstacles to performance caused by confusion and uncertainty of assignment, and
to furnish decision-making and communication networks reflecting and supporting enterprise objectives
By contrast, an informal organisation exists when two or more people interact for a purpose or in a manner
beyond that specified by the manager. Often informal organisations evolve in a natural, unplanned manner,
but they may also be formed intentionally, such as when nurses in the burn ward of a hospital meet to discuss
problems they have with the doctors and patients. Experience shows that each member of an informal
organisation has personal reasons for joining it, for he/she exchanges information with others, satisfy
individual his or her needs, and influences or is influenced by, others. The informal organisation may have
direct and significant implications for the managers of the formal organisation. Sometimes informal groups
become formal groups, as would occur if the burn ward nurses just described organised a union.
In the formal organisation, managers prescribe expected behaviour through job descriptions, rules and
policies, and operating procedures. By contrast, informal behaviour arises from the needs, norms, values
and standards of the organisation members. The formal organisation in a company that assembles, for
example, exhaust fans might specify the time to show up for work, the type of clothing permissible, the method
to be used in assembling bathroom exhaust fans, and the minimum number of fans that must be produced
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per hour. The informal organisation, however, may define a social norm which states that employees should
not produce more than a certain number of fans per hour.
If one takes the task of organising as a process, then several fundamentals need to be considered. First of
all, the structure must reflect objectives and plans, because activities arise from them. Secondly, it must
reflect the authority available to an enterprise's management. Authority in a particular organisation is a
socially determined right to exercise discretion. Hence, it is subject to change.
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situations. The relationships between the span of management is associated with a few organisational levels:
a narrow span, with many levels.
In every organisation, it must be decided how many subordinates a superior can manage. Students of
management have found that this number is usually four to eight subordinates at the upper levels of the
organisation and eight to fifteen or more at the lower levels.
Types of Structures.
The functional organization is also commonly used when, given the nature of the business, one functional
area plays a dominant role in completing the business or has a dominant interest in the success of the
business. Under these circumstances, a high-ranking manager in that area is given the responsibility for
coordinating the work. Other structures like product, regional, geographical follow the same building block as
functional with only the specificity in characters as the only difference.
11.4.2 Teams/Crews
At the other end of the spectrum is the creation of dedicated teams. These teams operate as independent
units from the rest of the parent organization. Usually a full-time manager is designated to recruit a core group
of specialists who work full-time in the organisation or the manager is allowed to create a crew from among
the members of staff. The manager recruits necessary personnel from both within and outside the parent
company. The subsequent team is physically separated from the parent organization and given marching
orders to complete specific tasks
11.4.3 Matrix
Matrix management is a hybrid organizational form in which a horizontal management structure is overlaid
on the normal functional hierarchy. In a matrix system, there are usually two chains of command, one along
functional lines and the other along specific work lines. Instead of delegating segments of a work to different
units or creating an autonomous team, workers report simultaneously to both functional and project
managers. Companies apply this matrix arrangement in a variety of different ways. Some organizations set
up temporary matrix systems to deal with specific projects, while matrix may be a permanent fixture in other
organizations.
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The matrix structure is designed to optimally utilize resources by having individuals work on multiple projects
as well as being capable of performing normal functional duties. At the same time, the matrix approach
attempts to achieve greater integration by creating and legitimizing the authority of a project manager. In
theory, the matrix approach provides a dual focus between the functional/technical expertise and project
requirements that is missing in either the project team or functional approach to project management. The
project manager is responsible for integrating functional input and overseeing the completion of the project.
Functional managers usually "own" the resources in their area and are responsible for overseeing the
functional contribution to the project.
Culture is a wider concept which includes value systems, beliefs, likes and dislikes, altitudes and perceptions.
If the products or services of a firm are not in line with the culture of the place, they may not be accepted by
the society. For instance, in India ‘Miss’ brand cigarette targeted at the women was a failure because it is
against the cultural ethos of the society. Likewise at the international level, many brands have failed because
they are out of tune with the respective cultures. At the same time, it may be remembered that certain
products and services also affect the culture of a place.
As such, an organization cannot insulate itself from the sociocultural factors specific to a community. For
example, paying bribes to obtain contracts or political favors, promotion on the basis of favoritism instead of
competence, and spreading unfavorable rumors about a competitor are considered unethical and immoral
business practices in many countries. In some countries such practices are seen as normal and accepted
business practices because of differing socio-cultural factors. In this regard, General Electric’s former
chairman Reginald Jones observation is worth mentioning. He states that “organizations must be able to
anticipate the changing expectations of society; and serve them more effectively than competing firms. This
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means that the organization itself must change, consciously evolving into an institution adapted to the new
environment”.
The main attributes of culture include distinctive, stable, implicit, symbolic, integrated, accepted and a
reflection of top management
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1983; Schein, 1992; Kotter and Heskett, 1992; Pheysey, 1993; Van der Post, 1998; Deshpande and Farley,
1999). Corporate culture also acts as a cognitive map that influences the way in which the context is defined,
for it provides the selection mechanisms or norms and values which people enact events (Jones, 1983). It is
also a pattern of beliefs, symbols, rituals, myths, and practices that have evolved over time in an organisation
(Pheysey, 1993). Corporate culture is also the dominant values espoused by an organisation or a set of
values and assumptions that underlie the statement: “this is how we do things around here” (Deal and
Kennedy, 1982; Quinn, 1988).
According to Van de Post et al. (1998), culture is, to the organisation, what personality is to the individual. It
is a hidden but unifying force that provides meaning and direction. It is also a system of shared meanings, or
systems of beliefs and values that ultimately shapes employee behavior.
Schein (1992) defined organisational culture as a pattern of basic assumptions invented, discovered or
developed by a given group as it learns to cope with its problem of external adaptation and internal
integration. These values are then taught to new members in the organisation as the correct way to think and
feel in relation to those problems. For Schein (1999), culture is the sum total of all the shared, taken for
granted assumptions that a group has learned throughout its history. Also, culture is determined to be the
residue of success. Culture is also the structure and control system to generate behavioral standards.
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Farley (1999) found that the corporate culture of successful Indian and Japanese firms were quite different
in their marketing orientation.
The above studies suggest that corporate culture is an important component in the field of organisational
behavior, particularly in trying to better understand the context of organisations and the people managing the
organisation. This implies that corporate culture could affect the success of organisations in trying to achieve
its goals and objectives. While this may be true, the commitment of the people in the organisation is also
essential to ensure the successful implementation of the organisational policies and plans. It is argued, that
while shaping the appropriate values or culture that is important to the organisation, ensuring the necessary
level of commitment among employees or managers are unequivocally important so as to ensure successful
implementation of the organisational strategies and plans of actions.
Organisational commitment is a psychological state that characterizes the employee's relationship with the
organisation. This has implications in terms of continuing his or her membership in the organisation. A
committed employee is one who stays with the organisation under any favorable or unfavorable
circumstances affecting the organisation (Meyer and Allen, 1997). Past research on commitment showed
that it has an impact on job performance, turnover (Mowday et al., 1982; Gregson, 1992), pro‐social behavior
(O'Reilly and Chatman, 1986), and turnover intentions or likelihood (Porter et al., 1974, 1976; Poznanski and
Bline, 1997), and absenteeism (Angle and Perry, 1981). Cohen (2000) found the relationship
between Hofstede's (1980) cultural dimensions with organisational commitment, while Geiger (1998) found
the impact of cultural values on the escalation of commitment. These studies showed positive relationships
between commitment and performance while Steers (1977) found a negative relationship.
From these studies, it is clear that corporate culture or organisational commitment has a potential impact on
organisational performance. Thus, culture could enhance the level of organisational commitment and thereby
ensure organisational success. Further, these factors have important implications to managers, who are the
drivers of the organisation. Consequently, these factors (corporate culture and organisational commitment)
could be related.
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operational freedom. Organizational ethics is becoming important in view of the manipulations and
malpractices indulged in at various levels in the organization. It has something to do with the values of that
organization.
Values influence behaviour of an employee in several ways. If an employee feels that payment of wages on
the basis of performance is right, he / she cannot accept payment of wages on the basis of seniority, he
becomes indifferent to such a system followed in the organization. Therefore, the values of individuals need
to be studied, so that employees’ values could be matched with that of the organization.
Each manager, indeed each person, values various means and ends in life. Recognizing this means-ends
distinction, behavioral scientists have identified two basic types of values. An instrumental value is an
enduring belief that a certain way of behaving is appropriate in all situations. For example, the time-honored
saying “Honesty is the best policy” represents an instrumental value. A person who truly values honesty will
probably behave in an honest manner under all circumstances. A terminal value, in contrast, is an enduring
belief that a certain end-state of existence is worth striving for and attaining. Here as one person may strive
for eternal salvation, another may strive for social recognition and admiration. Instrumental values (modes of
behavior) help people achieve terminal values (desired end-states). Because a person can hold a number of
different instrumental and terminal values in various combinations, individual value systems are somewhat
like fingerprints: each of us has a unique set. No wonder managers who face the same ethical dilemma often
differ in their interpretations and responses.
Values are learnt right from the childhood. They are taught by mother when she guides the child in several
ways like “you go to bed early”, “you should wear clean clothes”, “you should achieve first rank” and things
like that. Early ideas of what is right and wrong were probably formulated from the views expressed by the
parents. As one grows, there is a likelihood of getting exposed to other value systems and be induced by
them. We derive the values from the people we love or respect like our parents, teachers, friends, and other
famous celebrities in movies, sports, business, and politics. Out of our admiration for them, we are likely to
emulate them by imbibing their values also.
Values can be categorized on the basis of the level at which they operate. These may be:
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a) Personal values which are formed from past experience and interaction with others;
b) Cultural values which are the dominant beliefs held collectively society;
c) Organizational values which are at the heart of organizational culture in terms of shared assumptions,
values and beliefs; and
d) Professional values which are held by the members of an occupational group
Values may also be classified as the espoused values and enacted values. Espoused values represent the
values that we want others to believe. Values are socially desirable and so people create a positive public
image by claiming to believe in values that others expect them to hold. Contrary to this, enacted values
represent the values actually practiced. These values, in fact, guide our decisions and behaviours.
In some of the studies age has been found to be a major factor in differentiating employee val¬ues. Young
employees give importance to more autonomy at work place, instant gratification, quick growth, individualism,
and openness compared to older employees.
As a result, young employees bring a different set of values to the work place. Hence, management should
understand those new values and accordingly deal with them for good performance. Managers have to study
values because they are the foundations for understanding a person’s attitudes, perceptions, motivation and
behaviour in the organization.
12.4.2 Attitudes
Attitudes are different from values. Values could be a little broader in concept while attitudes are more
specific. Values indicate the rightness or desirability of something. For example, a statement like “gender
discrimination is bad” reflects the values one stands for. On the other hand, a statement “I prefer women to
be given an equal place with men in recruitment” represents the attitude of a person. Attitudes are learned
predispositions towards various aspects of our environment. While, attitudes and values are different, there
are also some similarities. Both are powerful instruments influencing cognitive process and behaviour of
people. Both are learned and acquired from the same sources – people and objects. Both are relatively
permanent and resistant to change. Both values and attitudes influence each other and are used
interchangeably. Hence, values people hold can explain their attitudes and, in many cases, the behaviours
they engage in. However, we cannot determine which values underlie which attitudes and behaviours.
In contrast to values, attitudes are less stable. That is why advertising messages attempt to change your
attitudes toward a certain product or service. Therefore, sound understanding of attitudes is important for
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managers because they affect job behavior. Manager’s knowledge can serve two purposes. Firstly, it helps
him in understanding and predicting how a person is likely to behave. Secondly, it helps him in changing
unfavorable attitudes into favorable attitudes.
Planned change or pro-active change is purposeful or goal directed. There are two widely recognized goals
of the planned change. One, it sets to improve the organizational ability to cope with, or adapt to change
environment. Second, it seeks to change employee knowledge, attitude and behavior. Change in any part of
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the organization tends to effect the whole organization. Change is a human as well as a technical problem.
Whenever there is a change, social equilibrium in the organization is affected. When change occurs in the
organization, it requires employees to make new adjustments as the organization seeks new equilibrium.
Labor market Environment: one important aspect of labour market environment is the changing nature of
the work force in terms of aspirations, outlook and various demographic variants. The work force composition
is fast changing with increasing proportion of the woman, minorities, physically challenged.
Technological developments: Changes in technology bring in their wake corresponding changes in the
nature of the work. Computers, telecommunication systems, robotics, and flexible manufacturing systems,
flexi time mode are some of the 21st century changes that have brought unimaginable changes at work place
with respect to the time, comfort required for the execution of tasks. With changing technologies employees
skills become obsolete.
Economic conditions: this is an age of discontinuity. To mention a few, oil shocks, accelerated inflation and
interest rates, the stock market crashes, currency devaluation, etc., hit some industries and firms much
harder than others. Globalization of markets is yet another significant change. The problem with these shocks
is that it is impossible to predict what the future shocks will be and from where they come from.
Social Trends: High enrolment ratios are noticed in higher education. Higher education as a sector provides
a mass market product. There is a changed composition of student community
Work place diversity: Emergence of global markets, mobility of factors of production across the globe,
integration of economic systems imposes certain demands on employees who have to interact with people
in other countries and work with persons brought up in different cultures. Business organizations, therefore,
have to prepare the work force which could perform and feel at home regardless of the place of work and the
composition of work teams.
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Competition: Competition is intensifying by the day in every product category. Businesses also in line with
the changed realities and compulsions need to address themselves to the global context. Competitors may
come from anywhere in the world, at times even from quite unexpected quarters.
Strategies to build support to change: Chin and Benne describe three strategies managers commonly use in
introducing organizational change: Empirical – Rational Strategy: Managers acting as change agents must
subscribe to the belief that people are rational beings and if they understand that the proposed changes will
benefit them, they tend to accept change. Normative – Reeducative Strategy: In this strategy, the belief is
that people are guided by the socio-cultural norms they subscribe to. Hence, the change agent and those
who will be influenced by the change should participatively and collaboratively plan and implement the
necessary change. Power – Coercive strategies: are used by the change agents assuming that people with
less power will accept change brought by people with more power in the system.
Resistance could be to change itself, to the strategy to implement change, to the change agent or to the
timing of change. Since there is no one best way of dealing with resistance to change in all situations, the
following general approaches are used in handling resistance.
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d) Negotiation and Agreements: individuals and groups may resist change because they will be at a
disadvantage when the proposed change is introduced. In such situations incentives or special
benefits are offered to those resisting change so that they cannot block change.
e) Coercion: Implicit and explicit coercion can be used when changes have to be speedily enforced or
when changes are of temporary nature.
f) Manipulation and co-optation: Covert attempts (manipulation) such as selective sharing of
information and consciously structuring certain type of events would win the support for change.
Giving key role to those revisiting change in the change decision is known as cooptation.
g) Leadership for Change: effective leadership reinforces a climate of psychological support to change.
Change is more likely to be successful if the leader introducing change has high expectations of
success.
h) Use of Group Forces: The idea is to help the group join with management to encourage and support
desired change.
i) Working with Unions: Union-management differences lead to conflict over change. Most unions
support change that is carefully planned to protect member interests.
j) Working with the Total System: resistance to change can be reduced by helping employees to
recognize the need for each change, to recognize the need for each change, to participate in it, and
to gain from it.
Assessment Questions
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The Organisation for Economic Co-operation and Development (OECD)(2004) in International Finance
Corporation (2010) defined corporate governance as Corporate governance involves a set of relationships
between a company’s management, its board, its shareholders and other stakeholders. Corporate
governance also provides the structure through which the objectives of the company are set, and the means
of attaining those objectives and monitoring performance are determined. Shleifer and Vishny (1997) put it
differently that corporate governance relates to the ways in which suppliers of finance to corporations assure
themselves of getting a return on their investment while the Cadberry Report (1992) summarized it when it
was reported simply that corporate governance is the system by which companies are directed and
controlled.
Thus companies undertake to create corporate governance codes which developed and approved by the
board of directors and stipulates the company’s governance policies as regards the shareholders rights,
functioning of the board of directors and management, control environment, information disclosure and
transparency.
Hassan and Halbouni (2013) revealed that corporate governance involves conformance and performance.
Conformance consist of monitoring, supervising and being accountable to different stakeholders, while
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performance measures the contributions of managers in obtaining performance. Managers in this case
represent individuals who govern the affairs of the company.
Therefore, in principal, corporate governance background is aligned on the agency problem between
shareholders (principal) and managers (agents). Additionally, John and Senbert (1998) and Shleifer and
Vishny (1997) contend that the historical background of corporate governance is explained by the agency
problem between investors and organizers of the investments (managers). It can thus be noted that the main
factor that led to the emerging of corporate governance is the conflict of interest between directors and
shareholder. Accordingly the main objective of corporate governance is to ensure that directors run a
business for the shareholders’ interests of the value maximisation.
There are many players of corporate governance that work together and sometimes work apart in order to
maximize returns to the organisation and the shareholders. Most literature links corporate governance with
quality of financial reporting. Some of the many actors of corporate governance include board of directors,
audit committee (internal and external auditors), shareholders, management and regulators. The main
focus of corporate governance is directed to the board composition with the aim of determining the number
of independent directors included in the board, hence board sizing arises. Peng (2004) and Murphy (2006)
alluded to the fact that the effectiveness of corporate governance depends on ‘independent directors (non-
executive directors)’ who are not employees of the company yet contribute enormously in business decisions
and were expected to give balanced strategic planning in regards with company’s investment opportunities.
However, in general, the roles of the independent directors are remarkable and will continue to reflect the
interests of the shareholders by connecting them with directors. Another key player is ‘Audit committee’ which
plays an important role in governance (Fleming (2002). This is the integral part of the corporate governance
which ensures that managers make use of the available investment opportunities in appropriate manner.
Audit committee consist internal and external members that help to balance opinions in regards to company’s
operations. Hence, it can be ascertained that the audit committee helps to improve firm’s performance due
to their monitoring roles.
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Another player in corporate governance Shareholder otherwise known as owners of the business. Pass
(2004) noted that shareholders take part in the appointment of the Chief Executive Officer of the company
during the annual general meeting (AGM). Hemraj (2003) urged that the shareholders were to use their voting
power effectively.
Apart from the shareholders are the directors. There are executive directors and non-executive directors as
well as independent directors. Executive directors are appointed and take part in the day to day affairs of the
company while non-executive directors stay apart from the day to day activities of the firm. Both the executive
directors and non-executive directors as well as independent directors form the board of directors that is
responsible for the whole governance of the corporation. Executive directors are key players of corporate
governance in teamwork with non-executive directors. According to Pass (2004) and Hemraj (2003),
executive directors are responsible for managing daily businesses of the company and they also determine
the company’s strategic objectives.
Senbert (1998) found that Board composition’ traced onto independence, size and composition itself and had
an influence on its effectiveness in ensuring that companies are run for shareholders’ interests.
Independence and composition as the measure of the board effectiveness are all focused on the inclusion of
outside directors in the board of directors (Hutchinson and Gul 2004) as such the independence of the board
increases with number of outside director’s increases. The presence of independent directors in the board of
directors is argued to protect shareholders interest and enhance involvement in the decision making hence
improved transparency.
Concentration of ownership basically referred to as internal and external equity holdings influence corporate
governance effectiveness. This view was supported by Robert et al. (2005) who contended that ownership
concentration affects the way in which corporate governance is put into application. Wear and Laing (2000)
and Hutchinson and Gul (2004) found that internal shareholdings help to solve the agency problem and
struggle for firm performance. As a result, it can be expected that internal equity ownership will make the
board more effective. Pass (2004) urged that in order to promote this factor, however, companies encourage
executive and non-executive directors to hold shares in order to align their interest more closely with those
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of external shareholders. This will stress the management to work strongly for their best interest as well as
shareholders’ interests.
Another aspect that influences success of corporate governance is committee structure. The corporate
governance effectiveness can be traced as well on the committee structure and John and Senbert (1998)
exposed this perspective when they argued internal and external directors need to be included in the
committees in which they can work successfully. They explained that outside directors are more effective in
the monitoring committees. Based on the appreciated work of outside directors, it is advised to include them
in the monitoring committees such as audit committee, remuneration committee and nomination committee.
Erhardt et al. (2003) provided that ‘Board diversity’ was another factor that influenced corporate governance
effectiveness. Francoeur et al. (2008) revealed that Board diversity focuses on the consideration of gender
among the board of directors and their impact on the board effectiveness. The involvement of women in the
board of directors is said to enhance board effectiveness as well as company performance. Smith et al.
(2006) and Francoeur et al. (2008) have documented a positive relationship between women’s involvement
in the board of directors and performance of the companies. They argue that women are very strategic and
help to make a board of directors more effective in making decisions.
Other factors that influence the effectiveness of corporate governance include external shareholders
structure, institutional investors and corporate code. External shareholding structure can be explained by the
types of the shareholders of the company. Shareholding can be by individuals or institutions. Institutional
investors refer to pension funds, insurance funds and other related funds with the same objectives. David
and Kochhar (1996) stated that institutional investors have incentive to stress components of corporate
governance and hence make them more effective as compared with individual investors. Most institutional
investors employ experts in running their funds; they can use their experts to raise a number of issues in
relation to company performance.
However, corporate governance is practiced through a corporate governance code. A corporate governance
code also has high incentive on the effectiveness of the corporate governance. Robert et al. (2005) argue
that corporate governance code sets the minimum number of internal and outside directors that need to be
included in the board. In order to enhance corporate governance effectiveness, some countries’ regulations
require a “dual board” system. Dual board is formed by supervisory board and executive board of directors.
The role of supervisory board is to supervise executive board of directors in running business.
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Business ethics scholar Archie B. Carroll believes the burgeoning global economy requires a more
encompassing perspective on CSR. According to his model in the Figure, today’s global and transnational
companies have four main areas of responsibility: economic, legal, ethical, and philanthropic. Working from
bottom to top, this means the global corporation should
Source: Academy of Management Executive: The Thinking Manager’s Sourceby Archie B. Carroll. Copyright 2004 by
Academy of Management (NY). Reproduced with permission of Academy of Management (NY) in the format
Textbook via Copyright Clearance Center.
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a) Business is unavoidably involved in social issues. As social activists like to say, business is either
part of the solution or part of the problem. There is no denying that private business shares
responsibility for such societal problems as unemployment, inflation, and pollution. Like everyone
else, corporate citizens must balance their rights and responsibilities.
b) Business has the resources to tackle today’s complex societal problems. With its rich stock of
technical, financial, and managerial resources, the private business sector can play a decisive role
in solving society’s more troublesome problems. After all, without society’s support, business could
not have built its resource base in the first place.
c) A better society means a better environment for doing business. Business can enhance its long-run
profitability by making an investment in society today. Today’s problems can turn into tomorrow’s
profits.
d) Corporate social action will prevent government intervention. As evidenced by waves of antitrust,
equal employment opportunity, and pollution control legislation, government will force business to do
what it fails to do voluntarily. Arguments like these four give business a broad socioeconomic agenda
a) Profit maximization ensures the efficient use of society’s resources. By buying goods and services,
consumers collectively dictate where assets should be deployed. Social expenditures amount to theft
of stockholders’ equity.
b) As an economic institution, business lacks the ability to pursue social goals. Gross inefficiencies can
be expected if managers are forced to divert their attention from their pursuit of economic goals.
c) Business already has enough power. Considering that business exercises powerful influence over
where and how we work and live, what we buy, and what we value, more concentration of social
power in the hands of business is undesirable.
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d) Because managers are not elected, they are not directly accountable to the people. Corporate social
programs can easily become misguided. The market system effectively controls business’s
economic performance but is a poor mechanism for controlling business’s social performance.
a) REACTION. A business that follows a reactive social responsibility strategy will deny responsibility
while striving to maintain the status quo. This strategy has been a favorite one for the tobacco
industry, intent on preventing any legal liability linkage between smoking and cancer.
b) DEFENSE. A defensive social responsibility strategy uses legal maneuvering and/or a public
relations campaign to avoid assuming additional responsibilities.
c) ACCOMMODATION. The organization must be pressured into assuming additional responsibilities
when it follows an accommodative social responsibility strategy. Some outside stimulus, such as
pressure from a special-interest group or threatened government action, is usually required to trigger
an accommodative strategy.
d) PROACTION. A proactive social responsibility strategy involves taking the initiative with a
progressive program that serves as an inspiring role model for the industry.
a) Tax-free incentives to employees (such as buying orchestra tickets and giving them to deserving
employees).
b) Retention of talented employees by satisfying their altruistic motives.
c) Help in recruiting talented and socially conscious personnel.
d) Swaying public opinion against government intervention.
e) Improved community living standards for employees.
f) Attracting socially conscious investors.
g) A nontaxable benefit for employees in which the company funds are donated to their favorite causes.
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The word 'controlling' derives from the English verb 'to control' – to run, to manage. It is the management
accounting that constitutes the basis of controlling. The concept of controlling was developed in the 70s of
the 20th century as a vehicle designed to prevent crisis situations leading companies to bankruptcy. A key
principle of this concept, also referred to as 'management according to deviations', is the operational
comparison of the main planned /normative/ and factual indicators with the purpose of outlining the deviations
between them.
a) increase of the level of knowledge of the specialists within the organization and activation of their
intuitive and logical awareness, which will promote flexibility of the management system and attain
the objectives of the company at the same time;
b) formation of a controlling system which is to become the basis for the timely improvement of the
informational and methodical support of company's management and to minimize the probability of
an occurrence of collapses between the needs of the environment and opportunities of the enterprise
to satisfy the same;
c) creation of instruments in the field of prognostication of the efficiency of the interaction of the
controlling and the management within the organization, of the choice of the rational direction of their
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development and the analysis of the production processes and realization of the produce of the
enterprise.
Controlling as a complicated and versatile category cannot be fully realized without the related
methodological basis. Whenever starting research in a particular field, we are to have a clear idea of what
controlling means, characterize the terms 'controlling system', 'instruments of controlling', 'functions of
controlling', as well as formulate and systematize the main principles and requirements for its implementation
into the management structure of the organization.
b) Operational controlling – it ensures the ongoing movement towards the strategic objectives of the company
year after year by developing and reaching specific operational objectives. By setting operational objectives
in conformity with the strategy, by reaching these objectives and setting new operating limits based on the
current status of the business, the company approaches, step by step, its strategic objectives.
c) Dispositive controlling – points out 'what to be done if the job is not being done right' by regulating the
implementation of the operational plan. Dispositive controlling is comparing the operational plan, locating
deviations and decision-making for counteraction over business processes if the discovered deviations
impeach the accomplishment of the objectives, i.e. in the course of dispositive controlling actions are
proposed to correct the disposition of the current status of company's activity in order to accomplish desired
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operational objectives. These could be solutions for urgent advertising campaigns to activate sales,
temporary suspension of purchase of goods in order to reduce on-hand quantities, replacing suppliers,
liquidity solutions, staff cuts, changes in policy for encashment of debit liabilities /indebtedness/ or any other
unscheduled activities and redistribution of resources that could improve the situation in the course of
accomplishment of operational objectives.
Therefore, reason for the revision of the annual operational plan could only be revision of the strategic
objectives of the company and correction to the strategic plan. In order to implement controlling in conformity
with the objectives it is necessary to clear out the positions and tasks of the controlling unit or the controllers.
They are expected, if we could paraphrase the fundamental statute of marketing, to provide the information
needed at the right time and at the right place; therefore, they have no other option but to create an
information system. A system that will allow the timely, comprehensive and true information services to the
management on the status of the internal and the external environment and both in factual, and in planning
and prognosis terms when we are speaking of a more long-term perspective. This system should include the
identification, measurement, gathering, analysis, preparation, interpretation and delivery of information. In
order to organize such a comprehensive system, controllers should create and maintain a database, and
subsequently, if necessary, improve the applied methods, rules and procedures of certain business
processes such as planning, budgeting, accounting, control and analysis of company's operation.
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GBS 550 Lusaka Campus……Collinsfiles 2019