Management-Case Study (Chapter 1)

892 words 4 pages
1. How will Charlie’s approach to quality and service affect his company’s performance?
Charlie’s approach to quality is to prevent defects and achieve zero defects. He would show employees how to do the job right. He could show employees all his proven methods for closing a sale. The goal is to solve and eradicate from the beginning all quality-related problem and to live a philosophy of continuous improvement in the way the company operates. It is a more complete approach to achieving total quality. Charlie could also want to build a base of loyal clients. An important dimension of service quality is making it easy and enjoyable for customers to experience a service or to buy and use products. It shows the high quality of the company
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Interpersonal and communication skills also played the important roles as a manager. He spent majority of his time interacting with people, and he has the abilities to lead, motivate, and communicate effectively with those around him. Charlie typed out a list of the sales reps, and then reading those people, knowing their motivators, knowing how he affects them. Because of those skills, he could help the sales teams achieve its goal.
B: I think Charlie has the greatest need to develop interpersonal and communication skills. Interpersonal skills are important throughout his career. He needs to read other people, knows their motivators, and knows how he affects employees, so he needs to develop the skills. He spent the great majority of his time interacting with his subordinates. Now, he needs to develop his interpersonal and communication skills with other managers. Using interpersonal and communication skills show his proven methods to do the job right.
C: Charlie manage his development via managing himself (dealing with emotions, making good decision, seeking and using feedback, exercising self-control), and dealing effectively with others (listening, showing empathy, motivating, leading, and so on). He should be both a specialist and a generalist, to be self-reliant and connected, to actively manage his relationship with his organization, and to know what is required not only to survive but also to thrive in today’s world. Firstly, he should be an


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