Communication and Controlling

Communication and Controlling

Concept:

  - Process of transferring information on common interest from one to another

  - Proper understanding of subject matter

  - Exchange of information:

  * facts  * ideas  * opinions

  * emotions  * orders  * plans

  * guidelines etc.

  - Continuous process and basis of managerial function

  - Means:

  * verbal  * non-verbal

Features/Characteristics:

  - Two parties

  - Two way process

  - Complete and rational process

  - Continuous function

  - Oral or written

  - Formal or informal

  - Basis of action and coordination

 Process:

  A. Sender- source of information: manager, department, organization

  - Conceptualization of information

  B. Encoding- a process of giving a form and meaning to the message

  - selecting the medium through to communicate

  - translate thoughts, feelings into a code as words, symbols, gestures, drawings or other means

  C. Message- the output of the encoding process

  - the subject matter of communication

  - facts, opinions, ideas, request, suggestion etc.

  - written or verbal

  D. Medium- selection of channel of communication

  - Oral Communication: telephone, mediator, group discussion etc.

  - Written Communication: letter, memo, report, newspapers etc.

  E. Receiver- receive message, understands the same, takes necessary steps for response

  - message must be receiver oriented

  F. Decoding- process of translating the message into meaning

  - interpreting the message

  - avoid misinterpretation, misunderstanding of message

  G. Feedback- whether the message is clearly understood, required action is taken by receiver

  - response to sender: two way communication process

  H. Noise- elements or conditions that disturb or interferes in the effectiveness of communication

  - disturbances from environmental factors as sound of radio, loudspeaker, machines, vehicles etc.

  - disturbances as sloppy handwriting, slow voice, soft speech etc. 

Types:

  A. Formal Communication

  - Official form of communication

  - Information flows formally defined channels

  - Controlled and regulated by management

  - Smoothly and timely flow of information

  - Maintaining supervision and control by management

  Forms:

  * Downward Communication

  - Flow of information from superior to subordinates

  - Informations: instructions, plans, policies, direction

  - Medium: circular, work schedule, notice, memo

   * Upward Communication

  - From subordinates to superior

  - Information about works/performance in all departments

  - Informations: achievement, problems, suggestions, greivance

  * Sideward Communication

  - Horizontal communication

  - Among same level of employees

  - Exchange ideas, views, experience, knowledge

  - For: developing feeling of teamwork, self coordination among members

  B. Informal Communication

  - Unofficial form of communication

  - Free from all sorts of formalities

  - No formal channels

  - Exchange opinions, views, ideas and other informations

  - For: developing understanding, social relationship, friendship

  - More flexible and fast

  - Free from official channel restrictions

   C. Interpersonal Communication

  - Communication takes place between two individuals or groups

  - Face to Face or through direct contact

  - A two way communication

  - Forms:

 

    * Oral Communication

  - Message through spoken words

  - Face to face or through mechanical devices

  - Fast communication and immediate feedback, time saving

  - Develop friendly expression, sense of belongingness

  - Requires personality of speaker, tone, way of speaking

   * Written Communication

  - Message through written words

  - Formal means of transforming information

  - When information needs accuracy and authenticity

  - Role of evidence while misunderstanding or dispute

  - Through: letters, circulars, telegrams, memos, reports, manuals, bulletins, notice  

  D. Non-Verbal Communication

  - Message through other means other than verbal and written

  - Facial expression, body movement, physical contact, gestures etc.

  - Used to supplement oral communication 

  - For: expression of feelings, attitude, emotions

  - Handshake, patting on back, anger on face etc.

Enhancing Effecting Communication

  * Effective Listening

  * Utilizing Feedback

  * Regulating Information Flow

  * Two way communication

  * Simplifying language

  * Avoid information overload

  * Environment of trust and confidence

  * Reduce psychological barriers

Controlling

Concept:

  - A process to measure actual performance with planned

  - Process of :

  * Preparing plans & policies (standard performance)

  * Measuring actual performance

  * Comparing with standard

  * Finding out deviation, if any

  * Corrective action

  - Focus:

  * Achieve predetermined goals in stated time and standard

  * Facilitate the most effective and efficient attainment of goals

 Process:

  A. Establishment of Standard

  - Standard: practically attainable and should be the basis of measurement

  - Tangible: quantitative, monetary, time, financial etc. which in numerical terms

  * cost, revenue, profit, production, sales, years/month  - Intangible: competency of managers, employees’ morale, reputation of enterprises, good public relation etc. which can’t be expressed in numerical/quantitative terms

  B. Measurement of Actual Performance

  - Measurement with standard

  - Should be expressed in quantitative terms

  - A basis for future reference 

  C. Comparison

  - A detailed study of actual performance

  - Finding out deviation with standard for various parts of activities

  - Note the list of deviations

  - Finding the weakness and strengths

  D. Analyses the Causes of Deviation

  - Causes: external/internal environment, defects in planning, organizational defects, working environment problem etc.

  - Causes: price change, government rules, strategy of competitors, shortage of raw materials, outdated technology, imbalance of authority & responsibility etc. 

  E. Remedial Action

  - Corrective action to make actual with that level of standard

  - For internal: strategy to remove limitation

    For external: strategy to minimize losses due to external   change 

  - Remedial Actions: modification and improvement in planning, betterment of internal environment, organizational restructuring, placement of right person to right job, betterment in directing techniques etc.

Types of Control:

  A. Pre-Control

  - A preventive control

  - Predicting the problems that may be faced in future

  - Identify the steps to be taken to resolve

  - Inputs and process are observed and analyzed

  - Pre-Control devices: plans, strategies, policies, procedures

   B. Concurrent Control

  - Real time or steering control

  - Controlling the activities in the process of functioning

  - Monitoring and supervision by supervisors

  - Problems identified when occur and corrected immediately before further damage

  - Concurrent control: quality, inventory, production controls etc.

  C. Post Control

  - Takes place after the activity is over

  - After analyzing deviation from planned results

  - A basis of future action on the basis of past information

  - Post controls: profitability, financial position, cash flow etc.

Characteristics of Effective Control System

Suitability

  - Suitable as per nature, size, requirements of organization

Simplicity

  - Simple, easy operational controlling system design

  - New scientific controlling type

Objectivity

  - Specific goals oriented

Economical

  - Within financial capability

  - Cost benefit concept

Comprehensive

  - Concentration on functional areas where needed

  - Avoid on only some parts

Capable to communicate

  - Control system communicated to concerned authority

Flexibility

  - Adjustable to changing environment

  - As per change in plan, policies, objectives, people, activities etc.

Responsibility based

  - Point out the responsibility of departments and employees

Strategic and Exceptional

  - Must concentrate on key areas

Forward looking

  - Directed towards future 

Quality

Concept:

  - Key perceivers of quality: Customers

  - Perception of excellence

  - A sense of appreciation that a product/service is better in need satisfaction

  - Perceptions in terms of:

  * performance  * reliability

  * conformance  * durability

  * serviceability  * aesthetics (sense of beauty)

  * perceived quality

  - “conformance to requirement”  “sense of appreciation” “degree of excellence”   “better features & characteristics”

TQM

Concept:

  - Total Quality Management

  - A part of controlling system

  - Management strategy designed to bring awareness  of quality in all organizational process

  - Participation of all members in organization strive and create customer satisfaction

  - Ensuring the things are done rightly, defects and waste are eliminated from operation

  - Review of strategies, plans, policies, procedures, practices

  - Objectives:

  * better, less variable quality of products/services

  * quicker less variable response in process to customer needs

  * greater flexibility in adjusting customer shifting requirements

  * lower cost through quality improvement, waste elimination

QA/QC

Concept:

  - QA: quality assurance

     QC: quality control

  - Combination of quality assurance ( the process or set of processes used to measure and assure the quality of a product/service)

 

  and quality control ( the process of ensuring products and services meet consumer expectation and focused on defect identification & elimination)

MIS

Concept:

  - Management Information System

  - Computer based management system

  - Managers organize, evaluate, efficiently manage departments

  - Includes:

    * software that helps in decision making,

    * data resources as database,

    * the hardware resources of a system,

    * decision support system,

    * people management and project management applications,

    * any other computerized processes that enable the departments          to run efficiently

  - Analyzing business problems and designing & maintaining computer applications to solve organizational problems