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A process that helps a company to achieve its goals by working with and through people and other resources is better known as management.

The purpose of management is to plan, direct, organize and ensure the success of a business at different levels through a number of methods including customer satisfaction and employee training. Management, normally made of a manager and their assistants, is key to running an organization on what could be considered microscopic levels

There are four concepts or functions that are vital to the management process.

1. Planning is the first and most essential function to obtain organizational goals in the short and long term process.

2. Organizing puts the plans into action by assigning duties to staff as individuals or groups, based on their skill set, which produces the end goals to reach organizational success.  Organizing should be adaptable to meet challenges as situation occur and change.

3. Influencing is used to motivate or guide staff in the direction that will bring the desired goals of the organization.

4. Controlling is the concept that monitors the progress to make sure the team is meeting the performance standards and if not they determine which improvements need to be made.

In my current position, I have been misguided by a resentful manager, not a compassionate, caring leader that wants to fulfill the companies mission & vision.
https://www.gatewaycommunity.com/about/

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Module 2: Organizational Ethics and Corporate Governance

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Module 2: Organizational Ethics and Corporate Governance

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A good corporate citizen is a manager who is committed to building the community and it's environment.
Managing a company means we are required to perform activities (standards) that fulfill our responsibility.
The standard is the minimum requirement, therefore I believe we should as needed,
perform voluntarily social activities to make sure everyone involved, (customers, investors & the company) are satisfied and assure that this will not take the place of profit maximization but complement it the productivity of our efforts.

The CEO of the company I work for, Dr. Candace Hodgkins is a good corporate citizen.  She and some of her leaders,
Dr. Raymond Pomm, Medical Director, Dr. Yvonne Kennedy,

VP of Professional Services,

Tiffany Winemiller, VP of Development and
Operations, Dr. Jennifer Weitzel, VP of Clinical Services, have brought more community awareness, involvement and successful outcomes. I am proudto be under their leadership.

Diversity in the Workplace is vital in todays world.
We promote through

Equal Employment

Affirmative Action

Reverse Discrimination

1.    Organizational commitment

·         Ignoring differences

·         External Policies and         enforcement

·         Responses – inadequate

·         Affective action

2.     Pluralism

·         Golden rule

·         Assimilation

·         Right the wrongs

·         Cultural

·         Multicultural

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Module 3: Management Within a Global Organization

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Module 3: Management Within a Global Organization

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Management Influencing within Multinational & International Corporations
As we guide the activities of our organization through communicating, leading, motivating, and managing groups we need to take a look a variables

1. Culture

2. Special Difficulties

3. Improving Communication

4. Respecting Human Rights & Traditions

5. Knowing Right from Wrong

This cartoon reminds me of some of the managers and staff that have worked at Gateway for many years.
Most have a hard time changing with the diversity and multicultural employees and clients.

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Change management concept expired - Replace change management

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Has the change management concept expired? Is change management an outdated concept? Dead end road for change management?

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Characteristics of  Planning
Planning is a process that an organization uses to determine it's goals and how to accomplish the objectives to achieving those goals.
“IF SUCCESS IS YOUR DESTINATION, YOU WILL ARRIVE THERE ON A CARRIAGE NAMED COMMITMENT PULLED BY A HORSE CALLED INTEGRITY!”

http://www.cartoonmotivators.com/blog/cartoon-to-illustrate-success-quote
This YouTube video simplifies and shows how to make decisions by following the process.

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Module 5: Organizational Structures and Processes

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Module 5: Organizational Structures and Processes

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Fundamentals of Organizing
Process

1. Division of Labor

2. Advantages & Disadvantages

3. Coordination

4. Organizational Structures

Responsibility, Authority an Delegation
Great power comes with great responsibility. There should be balanced between authority and responsibility. An organization should build safe guards against misuse of manager authority and irresponsibility during the work.

1. Line authority - superior and subordinate relationship.  Makes decisions and gives orders.

2. Staff authority - internal consultants who assist line authority in solving problems.

The two groups work together to obtain the companies objectives.

Accountabilit y is a management style or philosophy that holds staff liable or accountable.  If you don't perform the job you will suffer justifiable punishment or a reward for a job well done.

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Module 6: Managing Human Resources and Communications

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Module 6: Managing Human Resources and Communications

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"When it comes to customer service, hope is not a strategy. Customer service must be purposeful. You can hire the nicest people in the world, but you still must give them direction, teach the best practices, and continue to reinforce your customer service strategy so that employees are continuously reminded and motivated on what and how to deliver your brand of customer service. You must take what they already know and teach, very specifically, how to make it work for your business. And it starts with some initial training.

For example, Disney puts every employee (also known as Cast Members) through a training program knows as Traditions.  It doesn’t matter if the Cast Member is taking tickets, selling souvenirs, helping people on rides, sweeping up trash or being brought into the corporate offices.  All new hires learn what the traditions behind Disney are all about and how to “Manage the Magic,” which is a very purposeful way of creating a connection with the guest.

Don’t leave customer service to chance. Regardless of how good the employees’ people skills are, you can’t simply hope they will understand how to apply what they know to your business. Train them and train often. Reinforce the positive and learn from any problems. Consistently amazing customer service doesn’t happen by accident. It happens on purpose!"

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Amazing customer service doesn't happen by accident. It happens on purpose.

I recently posed the following question to a group of business owners at the International Franchise Association convention: How do you ensure a great customer service experience for your customers?

There were some commonalities among the answers. Even with the diverse collection of businesses, from quick serve restaurants to online businesses, most of them agreed that good customer service starts with people. Everyone recognized that a good hiring strategy is the heart of good customer service.

I asked one of the owners what his hiring strategy is. His strategy was purposeful. Even for entry-level positions, applicants are screened and must go through three rounds of interviews. He prides himself on finding a good personality to fit in with his culture. Then I asked my next question: What do you do after they are hired?

His response was what I expected to hear. He put the new hires through training. I asked him to elaborate on what they learned in the training sessions. All new employees must go through an orientation on how the technology works, logistics and their business process. He also assigns a mentor to help the new employee through the first week.

I asked the others in our meeting what was missing. Most believed that customer service training was missing.

His response was quick. He defended his omission of any customer service training because he chooses his employees for the right personality.

He said, "I made sure that I hired good people. I hope they know what to do."

When it comes to customer service, hope is not a strategy. Customer service must be purposeful. You can hire the nicest people in the world, but you still must give them direction, teach the best practices, and continue to reinforce your customer service strategy so that employees are continuously reminded and motivated on what and how to deliver your brand of customer service. You must take what they already know and teach, very specifically, how to make it work for your business. And it starts with some initial training.

For example, Disney puts every employee (also known as Cast Members) through a training program knows as Traditions. It doesn't matter if the Cast Member is taking tickets, selling souvenirs, helping people on rides, sweeping up trash or being brought into the corporate offices. All new hires learn what the traditions behind Disney are all about and how to "Manage the Magic," which is a very purposeful way of creating a connection with the guest.

Don't leave customer service to chance. Regardless of how good the employees' people skills are, you can't simply hope they will understand how to apply what they know to your business. Train them and train often. Reinforce the positive and learn from any problems. Consistently amazing customer service doesn't happen by accident. It happens on purpose!
Shep Hyken is a customer service expert, professional speaker and New York Times bestselling business author. For information contact (314) 692-2200 or www.hyken.com. For information on The Customer Focus™ customer service training programs go to http://www.thecustomerfocus.com. Follow on Twitter: @Hyken (Copyright ©MMXIII, Shep Hyken)

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I recently posed the following question to a group of business owners at the International Franchise Association convention: How do you ensure a great customer service experience for your customers? There were some commonalities among the answers. Even with the diverse collection of businesses, from quick serve restaurants to online businesses, most of them agreed that good customer service starts with people.

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Leadership style guides staff in the best direction for the organization and is usually based on the behavioral approaches of the leader/manager.

Structure - more ridged defined procedures should be define and adhered to(manager).

Consideration - develops trust and respect. Best for developing good relationship with followers. This is important when trying to maintain motivation (leader)

Motivated employees feel a sense of purpose with greater commitment and communication to produce or provide better service.

I strive to be more of a leader than a boss as the picture below depicts a leader actually leading not dictating.

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Module 8: Controlling Performance and Operations

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Module 8: Controlling Performance and Operations

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Specific Activities - the process should match the activity.

Different Goals - standardizing performance and protects the assets from theft and waste of the product.

Timely Corrective Action - Managers where I work often submit a corrective action plan to push the clinicians to get documentation in order in a timely manner. This documentation is the standard for receiving funding for our programs.

This clip explains the process of optimizing Performance and Operations.

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Understanding Maintenance and Asset Management