1. 12 Changing role of management Changing role of management
Making changes in business
Empowerment of workers
Total quality management
Impact of technology on business

2. Chapter 12: Changing role of management
Businesses need to change to stay competitive
Management must respond to new situations to ensure survival of the business
New technologies
New markets
Growth of competition
Consumer demands
Employees’ issues
Manager is a facilitator of change, not a dictator
Consultation and understanding are necessary for change

3. Making changes in business
Manager’s role is to facilitate essential change
Ensuring necessary skills for change
Ensuring climate of trust
Support and goodwill of workers is key
Management must
Be committed to change
Consult with trade unions and employees
Provide adequate training
Offer rewards to match targets
Communicate with employees continually.
Ensure there is enough finance to fund changes
Review the process so that problems can be addressed
Set out a timescale for the changes to be implemented

4. Empowerment of workers
Employees are important asset
Employees are at ‘frontline’; managers in background
Empowerment is not delegation
Empowerment puts decision-making abilities in employees’ hands to fulfil their potential

5. Empowerment of workers
Empowerment leads to
Increased profits
Better quality products
Improved customer services
Step-by-step approach necessary
Clear communication and collaboration is vital
What management skills are necessary?
Enabling (training employees)
Facilitating
Consulting
Mentoring
Collaborating

6. Total Quality Management (TQM)
Introduced in Japan to prevent productions errors, now worldwide
Quality control procedures at every step of production process
Aim is zero defects
Aim to focus businesses on their customers’ needs
Employees given responsibility: TQM is empowerment in practice
TQM involves ongoing monitoring, consumer surveys, training assessment, benchmark standards and teamwork
There is no penalisation for genuine mistakes made by employees
Management treat staff as thought they were customers

8. Impact of technology on business (part 1)
Businesses need to progress with technology to survive
Opportunities for new business and new jobs in high-tech sector
Installing and maintaining technology systems, and training staff costs money

9. Impact of technology on business (part 2)
Financial savings (increased productivity, fewer staff required, travel costs reduced)
Improves communication ( , mobile phones and video-conferencing)
Enables employees to work from home
International marketing and sales (through the internet)