Nantahala Cabins’ Functional Approach to Management

by JeanetteMarceau
Published on: May 12, 2011
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Of the Schools of Management Thought; Scientific Management, the Functional Approach, Human Relations/Behavioral Approach, and Quantitative/Systems Approaches; I believe that The Functional Approach would be the better approach to serve most of today’s companies.  With the continually changing economic climate the Functional Approach seems to be more aimed at keeping a company focused and on track.  As per the book  Supervision: Concepts and Practices of Management by Leonard & Hilgert, the critical five functions of the Functional Approach are:

 

  1. Planning: Deciding and setting down a course of action.
  2. Organizing: Designing a structure from the planning, with tasks and authority clearly defined.
  3. Staffing: Hiring, training, motivating, and directing subordinates actions.
  4. Leading: Guiding employees toward the objectives of the organization.
  5. Controlling: Ensuring that plans are carried out.

My husband and I built and began Nantahala Cabins in Western North Carolina about 12 years ago.  While running Nantahala Cabins I unknowingly followed the five critical functions of the Functional Approach.  We planned the course of actions that we wanted Nantahala Cabins to take.  We wanted to have clean, attractive, functional, useful rental cabins for guests to enjoy while vacationing in Western North Carolina.  We offer a concierge service to help make their stay more enjoyable.  We can help them plan their vacation; book whitewater rafting trips, schedule horseback riding, schedule fishing trips, book pontoon boat rentals, and book train excursions.

We organized the most effectively way of achieving these goals.  We designed the structure of the positions for housekeeping and maintenance with tasks clearly defined.  We worked with many different outfitters to facilitate scheduling activities for my guests.  We organized the website so guests could make online reservations or call us to make reservations.  We choose the advertising venues to more effectively reach our target guests.

 

I handled the staffing.  When we first started 12 years ago, our older daughters were in the 11th grade and they helped a lot with the housekeeping and my husband did the maintenance.  As our cabins and business grew we hired out the housekeeping and maintenance.  With our business being seasonal, I hire part time seasonal employees.  This year we have housekeepers that work full time with another large firm, when not working for the other firm they perform my housekeeping when needed.  We created written procedures for housekeeping and maintenance.  We am able to give a list of cabins that guest have check out from and a time frame that the work needs to be completed by and the housekeepers are able to complete their tasks in their own way.

I try to be an effective leader.  I do not give a task to someone unless I am also willing to perform that task myself.  I have worked alongside the housekeepers and maintenance people, so they know I also have the proficiency to perform the tasks myself and I am willing to chip in when needed.  I have heard from housekeepers that their supervisor at other businesses can not lead they just tell them what to do and how to do it and those other supervisors are not willing to “get dirty” doing the jobs themselves.  I take into considerations; on how the housekeepers would like to perform their jobs and if they need additional resources.  I try to give them what I would like the end result to be and they may go about it in a different manner than I would but as long as the end result is the same then that is acceptable to me.

The final step in the Functional Approach is controlling.  We need to be able to ensure that the goals of Nantahala Cabins are carried out.  If I see that some of the goals are not being met then I need to reevaluate.  If the cabins are not being kept as clean as I would like, I would ask the housekeepers if they need additional resources i.e.; different type of cleaning products, different equipment – vacuums or mops, or more people.  If housekeepers are not able to consistently keep the cabins up to a certain level then that housekeeper may be assigned to a different job or let go.  I need to keep a handle on the aesthetic aspects to ensure that Nantahala Cabins achieve its goal of clean attractive functional cabins.  Also, if guests ask for certain items to be included in the cabins I can also reevaluate and attempt to include those items.  When we first opened we did not have TV’s in any of the cabins.  Some guests like not having TV’s as they were trying to get away from it all.  After several years we installed Direct TV in all of the cabins.  So even if they guests wanted to get away from it all they could still have access to the weather channel.   So for me controlling has been ensuring that the guests’ needs are met and adjusting parameters to meet guest needs.  This could be from ensuring cleanliness and be open to make changes as per guests’ wishes.

So without realizing it I have been performing my management’s skills to reflect the Functional Approach to management.

Employee Motivation – Theory X and Theory Y

by JeanetteMarceau
Published on: May 12, 2011
Categories: ENT630, Human Resources
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Supervisor’s use one of two theories; theory x and theory y.  From The book Supervision: Concepts and Practices of Management by Edwin C. Leonard and Raymond L. Hilgert:

“Theory X: The assumption that most employees dislike work, avoid responsibility, and must be coerced to work hard.

Theory Y: The assumption that most employees enjoy work, seek responsibility, and can self-direct.”

I am very much a proponent of Theory Y.  I believe that most employees enjoy their work, most employees seek responsibility, and most employees can self-direct.  I am happiest with I enjoy my work, can complete my job functions efficiently and effectively, seek more responsibility and am able to self direct.  I am an optimistic person.  I look to the good in everything, including employees, coworkers, and customers.  I have optimistic expectations, I believe that my employees will enjoy their jobs and seek responsibility.  I broaden the scope and importance of each job.  It is a good idea to have job rotation, multi-tasking, and job enrichment

Employee Motivation

by JeanetteMarceau
Published on: May 12, 2011
Categories: ENT630, Human Resources
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The book Supervision: Concepts and Practices of Management by Leonard & Hilgert talks about 4 Motivational Principles as Applied to Supervision.

The book describes personality as “the complex mix of knowledge, attitudes, and attributes that distinguishes one person from all others.”  The primary determinants of personality are physiological (biological) factors, early childhood influences, environmental (situational) factors, and cultural (societal) values.  The physiological (biological) factors are the makeup of the person.  The person’s race, age, gender, weight, height, and physical attributes are their biological makeup.  The early childhood influences are how they were raised, how much attention they received, and encouragement from parents.  Their environmental (situational) factors are experiences that they are confronted with through life; education, home, employment, and income.  Their cultural (societal) factors are their values for accomplishments, equal opportunity, and competition.  All of these make up each person’s personality.

This book also talks about having a positive mental attitude.  When employees think positively about themselves they tend to also think positively about issues around them.  If you are polite, courteous, and respectful to yourself and others then you will have a Positive Mental Attitude.  This behavior is also infectious; as in the driver your let into your lane will do the same for someone else down the line.  This also works in the opposite as in if you are rude and not courteous to a slow driver then that driver will also be rude to you and others.  Always pave a positive mental attitude when dealing with you customers, your employees, your suppliers, and any other stakeholder in your venture.

Maslow’s Hierarchy of Needs was created by Abraham H Maslow in that human behavior is to satisfy the hierarchy of needs.  Maslow’s Hierarchy of Needs Theory states that a person is motivated by needs that they have prioritized in such a way that the lower needs will be satisfied before any higher-order needs could be achieved.  The orders of the needs are the physiological needs, the safety needs, the belonging needs, the esteem needs, and the self-fulfillment needs.

The book Supervision: Concepts and Practices of Management by Edwin C. Leonard and Raymond L. Hilgert says that the employees must have adequate working conditions, management policies, and money; this is Herzberg’s motivation-hygiene theory.

This book also goes on to discuss other theories; expectancy theory and equity theory.  The expectancy theory is how the employee perceives relationships, performance and rewards.  If an employee believes that their performance will improve and they will be rewarded then they will put forth the effort.  Employees also strive for equality and fairness in the workplace.

Easier to Read Written Communication

by JeanetteMarceau
Published on: May 12, 2011
Categories: Communication, ENT630
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The 10 points in the book Business and Administrative Communication by Kitty Locker for Making Your Writing Easier to Read are:

  1. Choose words that are accurate, appropriate, and familiar.
  2. Choose words that do not include technical jargon unless it is essential and known to the reader.  Eliminate business jargon.
  3. As you write and revise – use active words in sentences.
  4. As you write and revise – use verbs – not nouns – to carry the weight of the sentence.
  5. As you write and revise – eliminate wordiness in sentences.
  6. As you write and revise – vary sentence length and sentence structure.
  7. As you write and revise – use parallel structure in sentences.  Use the same grammatical form for ideas that have the same logical function.
  8. As you write and revise – put your readers in your sentences.
  9. As you write and revise – begin most paragraphs with topic sentence so the readers know what to expect in the paragraph.
  10. As you write and revise – use transitions to link ideas in paragraphs.

 

Eliminating wordiness is very important along with having clear concise sentences.  When receiving an email the less words the better.  In today’s environment with people having very little time and much to do in that amount of time they do not want to waste time.  People prefer a concise clear email over a wordy email if they both achieve the same objective.

 

Another point of this book is to eliminate the “I” word.  Make the focus of your communications to be toward the reader not the writer.  Instead of saying “I am sending you the brochure”, say “Your requested brochure is enclosed.”  Also do not include words like “this writer”.  If you do need to reverence yourself do so but try to be aware your intentions.  If it is about or for the reader reference them.  If is truly about the writer then you can use “I”.  An example would be “I need a new computer.”  You are informing the reader your needs.  You could also follow up with “I need a new computer, could you provide me with a quote?”  This informs the reader what the writer needs but then puts focus back to the reader since the writer is requesting something from the reader.  Try to keep the focus on the reader.

 

This book also talks about What I Really Mean Is with the acronym WIRMI.  When proofing your sentence write another sentence that says “What I really mean is” then complete the sentence.  Are you getting your point across in your rough draft or do you need to revise the sentence?

 

Another hint the book gives is to read the draft out loud to someone else.  When reading communication out loud is it sound awkward then you can make revision so that your written communication will sound clearer and more concise.

Email Etiquette

by JeanetteMarceau
Published on: May 12, 2011
Categories: Communication, ENT630
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Emails are important in working relationships and there are proper email etiquette.  The internet article “Email Etiquette Tips, Tricks and Secrets” by About.com gives the advice of asking before sending large attachments, cleaning up emails before forwarding them on, reminds you that email is a permanent record, and to use bullet points for readability.  These are some very good points.  Other good points include points that Dennis G. Jerz mentions in his internet article “Writing Effective E-Mail: Top 10 Tips”.  They are as follows:

 

“Some professionals get scores of e-mails a day. Follow these tips in order to give your recipients the information they need in order to act on your message sooner rather than later.

    1. Write a meaningful subject line.
    2. Keep the message focused and readable.
    3. Avoid attachments.
    4. Identify yourself clearly.
    5. Be kind — don’t flame.
    6. Proofread.
    7. Don’t assume privacy.
    8. Distinguish between formal and informal situations.
    9. Respond Promptly.
    10. Show Respect and Restraint. “

 

In the book Business and Administrative Communications by Kitty Locker  she refers to revising, editing, and proofreading.   Try to reread emails before sending them out to see if the receiver will understand the message.  If there are acronyms spell them out, if they email back using the acronyms then it is acceptable to use the acronyms in emails to them.

 

This book also says to eliminate “If you have any questions, please do not hesitate to ask.”  This used to be acceptable in communications, but no longer.  Know that if the receiver needs clarification or any additional information from you most professionals will not hesitate to contact you. Try not to have negative implications in emails and try to look for positive implications in all communications.

Miscommunication

by JeanetteMarceau
Published on: May 12, 2011
Categories: Communication, ENT630
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Miscommunication happens quite often.  From watching the movie about “Erin Brokovitch”, I learned that one needs to be detailed and informative to have effective communications.  Some terms describing miscommunication are vague, inconsistent, and non specific.  Try not to be stuffy in communications, to always include dates, addresses, and name of contact person to make it more personable.  Try not to bury the main point and try to emphasize the reader not the writer.  Also try to be specific in requests and not vague.

Technology and International Selling

by JeanetteMarceau
Published on: May 10, 2011
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“Technology and globalization go hand-in-hand. Globalization unleashes technology, which in turn drives firms to plan production and sales on a global basis. Technology changes the work we do and in nearly all cases, the jobs created by it demand more education and training. It also changes the way business operates by transforming relationships between suppliers, producers, retailers and customers.” (Ross, 1993, p. xii)

 

Throughout history the introduction of new technology has brought changes in the job force from one sector to another.  In the 1800’s from farming labor to the labor to produce farm equipment as new farm equipment technology has emerged.  As airplane technology was developed there were fewer jobs in transatlantic cruises and more jobs for air travel personnel.  As production technology increases jobs in manufacturing and transportation decrease, but other jobs are created over time.  They might not be for the displaced workers but created new job designs in the service, clerical, finance, shipping/warehousing, sales and marketing fields.

 

“As technology advances, new, faster, better goods and services are available and in demand. To fulfill consumer demand, there is another shift in the labour market toward workers who are trained in the skills that can provide such goods and services.”   Through technology innovations more jobs are created throughout societies.  Many international companies have a larger staff due to international selling.  The internet, one major technology has opened up small nations to world markets.  People in America can offer micro loans to entrepreneurs in India so they can start their own businesses.

 

The four phases of globalization saw a rise in technology that helped international selling.   The first phase of globalization was from 1830 to its peak in 1880.  This first phase saw the introduction of railroads and ocean transportation causing a rise in manufacturing and the cross-border trading of commodities.  Also during this first phase the first working telegraph was introduced in 1837; this cased an increase in telegraph operators and a decrease in pony express riders and messengers.  As railroads were built goods could travel across the country and across borders.  Then Alexander Graham Bell in 1876 successfully transmitted speech creating the telephone.  The use of the telephone enhanced order taking, order processing, material ordering, and operations for businesses.  Business could more easily communicate and transport their product globally with this new technology.

 

The second phase of globalization was form 1900 to 1930 with the rise of electricity and steel production.  “The open hearth process also allows for the production of larger batches of steel … and the recycling of scrap metal.”   “The mass production of cheap steel, made possible by the discoveries described above (and many others not mentioned), has revolutionized our world.  Consider a brief and incomplete list of the products made possible (or better or more affordable) by cheap, abundant steel: railroads, oil and gas pipelines, refineries, power plants, power lines, assembly lines, skyscrapers, elevators, subways, bridges, reinforced concrete, automobiles, trucks, buses, trolleys, refrigerators, washing machines, clothes dryers, dishwashers, nails, screws, bolts, nuts, needles, wire, watches, clocks, canned food, battleships, aircraft carriers, oil tankers, ocean freighters, shipping containers, cranes, bulldozers, tractors, farm implements, fences, knives, forks, spoons, scissors, razors, surgical instruments, ball-bearings, turbines, drill bits, saws, and tools of every sort.”  European business began established foreign manufacturing plants by the 1900’s.  BASF, a German company, began conducting business in North America.  Nestlé, a Switzerland company, opened operations in United States, Britain, Germany and Spain by 1905.  In Europe and North America there was an emergence of multinational enterprises.

 

The third phase of globalization is from 1948 to the 1970’s with the formation of the General Agreement on Tariff and Trade (GATT), the end of World War II and the development of the Marshall Plan to reconstruct Europe.  GATT of 1947 was created to reduce international barriers for the improvement of trade and investment.  When World War II ended there was a demand for consumer products and a need to rebuild Europe and Japan.  The Marshal Plan was to reconstruct Europe after WW II.  This plan was to increase European economies, “the Marshall Plan has also long been seen as one of the first elements of European integration, as it erased tariff trade barriers and set up institutions to coordinate the economy on a continental level.”  The Marshal Plan helped European non-communists countries to re-import goods back into their country.  The main supplier for these imports was from the United States.  “The years 1948 to 1952 saw the fastest period of growth in European history. Industrial production increased by 35%. Agricultural production substantially surpassed pre-war levels.”

 

The fourth phase of globalization began in the 1980’s and continues until today.  With the advances in technology, communications, manufacturing, and information; emerging markets are seeing remarkable growth.  Cross border trade and investments are growing.  The personal computer, the internet, and advances in communication.  48 thousand personal computers were sold in 1977, in 2001 the sales of personal computers topped over 125 million.  Technology advancement has allowed just about every household to have two personal computers.  Many different businesses have emerged with the advent of the personal computer.  Hardware manufacturers including; chip, processors, ram, hard drives, disk drive, cd/dvd drives, printers, monitors, components, and more.  Software companies have also evolved to take advantages of the faster processing speeds.  In the 1990’s the Internet went from University/Government use only to mass commercialization.  “As of 2009, an estimated quarter of Earth’s population uses the services of the Internet,” according to Wikipedia.    With the world wide spread use of the Internet many businesses can have a worldwide presence.  Developing communications has also helped business’s globalization.  Skype and Vonage allow businesses to communicate very inexpensively worldwide.

 

Thomas L. Friedman author of Dueling Globalizations: DOS capital, Foreign Pol’y, says “globalization has “brought down the many walls that limited the movement and reach of people.” Friedman argues that as the world is wired into networks, there will be “more direct power to individuals than at any time in history.” Overall, the author posits that the integration of technology is the clearest and most precise method of characterizing globalization.”

 

Without technology the globalization of products and markets with international selling would not have been as effective.  Through technology borders are coming down and more people are able to be reached.  eBay sells products from people all over the world and sells to people all over the world.  Several years ago my husband was looking for a watch to complete his Disney Villains watch collection.  We were able to find a company in London, through the internet.  As a buyer we purchased with the CHERNABOG Disney Villain Watch because of the use of technology; the internet, international selling, cross Atlantic shipping services, etc.  Without this technology and globalization of this product I would have not been able to complete my husband’s Disney Villain watch collection.

 

 

 

References

Cavusgil, S. Tamer, Knight, Gary, Riesenberger, John R. (2008). International Business: Stragety, Management, and the New Realities. New Jersey: Pearson.

 

“History”. Nestle. Retrieved April 26, 2011 http://www.nestle.com/AllAbout/History/HistoryList.htm

 

“Innovations in Technology and Globalization: Introduction to the Information Era”.  Making Career Sense of Labor Market Information.  Retrieved April 26, 2011 http://workinfonet.bc.ca/lmisi/making/chapter2/TANDG1.HTM

 

“Internet”. Wikipedia.  Retrieved on April 26, 2011 http://en.wikipedia.org/wiki/Internet

 

Personal Computer”.  Wikipedia.  Retrieved on April 26, 2011 http://en.wikipedia.org/wiki/Personal_computer

 

Spoerl, Joseph S. “A Brief History of Iron and Steel Production” Retrieved April 26, 2011 http://www.anselm.edu/homepage/dbanach/h-carnegie-steel.htm

 

“Technology & Globalization”. The University of Iowa Center for International Finance and Development. Retrieved April 26, 2011 http://www.uiowa.edu/ifdebook/issues/globalization/readingtable/technology.shtml

 

“Telephone History”. Privateline Telecommunication Expertise. Retrieved April 26, 2011 http://www.privateline.com/mt_telephonehistory

 

Thomas L. Friedman, “Dueling Globalizations: DOS capital, Foreign Policy”. Retrieved April 26, 2011 http://findarticles.com/p/articles/mi_m1181/is_1999_Fall/ai_56750484

Quality Control

by JeanetteMarceau
Published on: May 10, 2011
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Discuss an example which you have experienced or witnessed where quality control gone awry (be careful to stick to facts that are well documented, and do not defame any person or individual if you address this topic on your blog).

 

Quality has become increasingly important; especially as foreign firms show us that quality products should be the norm.  Our auto manufacturers are producing a more quality product since competition from Japan has upped the stakes.  Consumers are demanding a quality automobile.  American firms still need to focus a quality product; they may need to rethink and redevelop their manufacturing process.  My husband likes large Ford trucks.  He used to use a Ford F-350 dually in his businesses.  In 2004 he bought a new F-350 and this truck had one problem after another.  This truck spent more time in the shop than making him money on the road.  We were able to have the truck replaced under the Lemon Law.  Ford replaced it with a newer 2005 F-350 King Ranch; their top of the line truck.  This truck kept blowing turbo chargers; we had to constantly have the turbo chargers replaces; replacing seals; etc.  This was very problematic.  This caused a lot of down time when my husband could have been making money.  When the extended warranty was going to expire we traded this truck for a Chevy 3500 dually.  Because of the extremely poor quality of Ford trucks my husband will never buy another Ford.  My husband would prefer to own a Ford because he says they have better towing abilities but he cannot own a Ford if it will constantly need repairs.  The consequences of poor quality are that the consumer will switch brands and let everyone they know about the poor quality.

Just-in-Time Pro’s and Con’s

by JeanetteMarceau
Published on: May 10, 2011
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What are the pro’s and con’s of JIT inventory control?

 

JIT is Just-in-Time production is a coordinated processing system where goods are produced and serves are rendered just when they are needed, achieving a smooth flow of goods through the system.  The pros of JIT are eliminate disruption, make the system flexible, and eliminate waste.  In the JIT system there is a minimal amount of inventory, there can be small and many deliveries, there can be small lot sizes, the vendors can partner with the manufacturer, and the workers/employees are assets to the company thus having high quality, flexibility, reduced lead times, and increased productivity.

 

Eliminating disruptions is a cost saying feature of JIT.  Without disruptions the work can flow smoothly keeping the employees time effective.  With JIT changes can easily be made to the system since it is very flexible.  With JIT a uniform constant work load helps to reduce waste.  Having vendors partner with the manufacturing can reduce inventor and put quality assurance on the shoulders of the vendors.  Along with a close working relationship with vendors and set up times being reduced smaller lot sizes can be produced along with smaller deliveries.  There is an increased productivity when workers/employees are treated as assets.

 

The cons of JIT are that suppliers may resist committing resources, a partnership with a vendor one might have delays in materials,  the vendor might increase the cost of their products since they would be proprietary, and the quality of control shifts towards the suppliers.   If a company wanted to change their processing to JIT their suppliers may balk at the idea.  If one could not get their suppliers on board then other more costly supplies may need to be sought.  Since most JIT supplier relationships are with one vendor, if the vendor has a interruption in service this could drastically harm the company’s production.  Since there is usually one vendor that vendor could charge a premium to the determent of the company they partnered.  With JIT the quality of control shifts to the vendor and this quality of control might not be up to the manufacturing company’s vision.

Four C’s of Credit

by JeanetteMarceau
Published on: May 10, 2011
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Explain the four C’s of credit. Which is the most important and why?

 

Character – integrity is very important in determining the creditworthiness of an individual.  Past performance on other debts should be considered.  A credit score that determines credit worthiness by tracking late payments, over credit limit usage, past due accounts, total debt, and available credit.

 

Capacity – the debtor having sufficient cash flow to cover all their expenses and debt.  The ability to generate income to pay back the debt.

 

Capital – net worth of the individual.  Net worth is your current assets (assets convertible to cash within one year) less your current liabilities (liabilities due within one year).  Having sufficient capital to cover your debt is a major requirement to extending credit.

 

Collateral – assets to pledge for the debt.  Collateral is the assets or cash used to secure the debt.  If the credit extended goes  in default then the collateral will be forfeited to pay for the debt.

 

Collateral is the most important because is you have sufficient and the proper collateral to cover the debt and the debt goes into default then you can recover your losses by applying the collateral to your outstanding credit with the debtor.

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