Functions of Management
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Functions of Management
Mgt. /330
O.J. Sampson
January 24, 2005
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What is management? Management is the process of working with people and resources to accomplish organizational goals. In this paper, I will explain the major role the management functions plays in making Sprint a major corporation in the wireless market. The major functions of management are planning, organizing, leading, and controlling.
First, planning is defined as the systematically making decisions about the goals and activities that an individual, a group, a work unit, or the overall organization will pursue in the future (Management glossary). Sprint begins this process by first informing the operational managers (o.m.) on the changes that needs to be made within the call center. The operational manager then sends the information by via email or schedule meetings with the team leads. The team leads then provide the specialists, with the information where the changes will be implemented. Usually, the information is given to the specialists in handouts or continuous training. Also, specialist is taken through training classes to keep them updated on the information and changes within Sprint. By training the specialist, Sprint has a chance of being ahead of its competitors.
Secondly, organizing means the assembling and coordinating human, financial, physical, informational, and other resources needed to achieve goals. (Management glossary) Sprint allows the supervisors (team leads) to gather information or changes that has to be implemented in order for
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the call center to run effectively. Team leads duties include, inputting time keeping, counsel the specialist on a regular basis to make sure that
they are aware, what is expected from the company as a whole. The team leads also have to monitor the specialist on the telephone to make sure that the customer is receiving the best customer service. The team leads also make sure that the specialists are in adherence with the time and their whereabouts at all time.
Thirdly,