Unit 2.1 1

Introduction

• Practice the concept of the Management

• Attributes of a successful Manager• Postmaster as a operational Manager• Plan and anticipate challenges as a

manager• Why manager is required---read the

material

Unit 2.1 2

Management

• It is both Art and Science– Art – making people more effective than

they would have been without management

– Science – How you do that

• Act of people to accomplish desired goals and objectives using available resources efficiently and effectively.

Unit 2.1 3

Brainstorming

• What do you understand by the definition of management?

• Do you posses the required tools for becoming a manager?

Unit 2.1 4

Management Techniques

• Planning • Organising• Staffing• Leading • Controlling• Resourcing

Unit 2.1 5

Management Techniques

• Planning– For change – For Target achievement– Hardware / Software Installation– Improvement in quality of service

• Organising – resourcing - staffing– Human resource– Material– Machine

Unit 2.1 6

• Leading--Team Building– Team formation for small internal projects– Selection of team leader – Selection of proper members

• Monitoring-- controlling– Monitoring of day to day work– Monitoring of day to day office service level– KPI Score, Different MIS– customer relations / Complaints & suggestions

•

Unit 2.1 7

Exercise 2.1

• What techniques do you need in managing the office?

• How these can be used at your level, explain with situations.

8

Service Sector Vs Other Sectors

Service Sector Other Sector

1. Investment is required 1. Large investment required

2. No production of goods 2. There is production of goods

3. It contributes for the comprehensive development of the nation

3. It contributes to the development of small unit / individual

4. It contributes large in GDP 4. Less contributes to GDP

5. It has immense potential to accelerate the growth of economy

5. It does not have that much potential.

Unit 2.1

Unit 2.1 9

Service sector challenges

• Human resource• Changing expectation levels between

customers• Competitions – run by professionals• NO SECOND CHANCE

Unit 2.1 10

Group discussion

• How to overcome the challenges in service sector—in your office?

• List the best practices of managing a service unit

Unit 2.1 11

Attributes of Successful Manager

BenchmarkingBPRCollaborate InnovationConsumer EthnographicCore CompetenciesCorporate BlogsKnowledge Management

Unit 2.1 12

Management Tools• Knowledge

– Organisation– Product / Services of the organisation– Rules / Procedures– Capacity of subordinates– Nature of subordinates

• Skills- Time Management Skills- Interpersonal Skills- Supervisory Skills- Effective Selling Skills- Conflict Handling Skills- Effective Decision Making Skills- Team Building Skills- Mentoring Skill

Unit 2.1 13

Aspects of Management• HR Management

– Assessment of work load– Leave Management– Manpower empowerment– Training – Proper Engagement

• Infrastructure Management– Assessment / Stock – Indenting (Fresh Requirement)– Installation / Utilisation– Maintenance

• Customer Management (Internal & External)– Behavioural Skill– Need / Expectation analysis– Customer Relations– Business Etiquettes– Superior Customer Service

Unit 2.1 14

Presentation by trainees

• Presentation of paper by trainees on attributes of Successful Manager as to how each aspect is applicable in their daily work. Each group will take one attribute as listed in PPT 11.

Unit 2.1 15

End of unit 2.1

Unit 2.1 16

Introduction to unit 2.2

• Postmaster as Manager• Role of postmaster yesterday- today

and tomorrow• Participants will prepare a format

declaration which they will practice in their official life.

Unit 2.1 17

Presentation

• Trainees in groups to present how they see the role of postmaster – yesterday-today-manager of tomorrow.

• 10 minutes for preparation and 4 X 5 for presenting.

Unit 2.1 18

Role of PM (Manager)

• Duties of Post Master

• SPM is the in charge of office and perform all duties of SPM as adhered in postal manuals and instruction issued on time to time.

• He should supervise the work of all the branches and maintain the stock register of all type of accountable articles/forms/certificates/passbooks etc.

• To maintain APAR’s/PF/Leave register of all Multi skilled Employee and Postmen and CL balance of P.As / postman and Gr. D staff of his office.

• To maintain all type of books of accounts and ensure timely submission of replies / returns to relevant offices.

• To be in charge of Treasury .• To do work of pension payment.• To supervise & stop leakage of revenue.

Unit 2.1 19

• Review of assignment given on First Day

• Preparation of chart--Duties & responsibilities of Postmaster

Unit 2.1 20

Role of Postmaster about ….

• Planning• Development• Monitoring• Managing and using Human

Resources• Setting Targets – Gap Analysis• Redefining the Targets / Approaches

Unit 2.1 21

Exercise 2.2

• Participants to list - duties of postmaster in view of computerisation and new services being provided by the department. Trainer to consolidate the duties and come up with a standard list.

Unit 2.1 22

Case studies

• Planning • Anticipation• Organising• Human resource management

Unit 2.1 23

End of module 2.2

Unit 2.1 24

Introduction to unit 2.3

• Taking charge of post office• Goal setting• Creating conducive environment• Managing quality• Developing postmasters handbook• Develop managers toolkit

Unit 2.1 25

Brainstorming

• Meaning of taking charge of a post office…………………………………..

Unit 2.1 26

Goal Setting - Why I should do this?

• What is goal as related to a Post Office?

• Completing the days job….• Providing efficient service to the

customer…• Setting achievable revenue /income

targets….• Setting improvement standards /

benchmarking….

Unit 2.1 27

Exercise 2.3

• Set Achievable goals and right the action plan to achieve it. Trainees n groups shall set targets in areas which have been discussed in previous slide with examples and present.

Unit 2.1 28

Creating a conducive Environment

• What ?• How ?• Why ?• For whom?

Unit 2.1 29

Case Study

• Discussion amongst members-5 min• Presentation by each team–3 min x 5• Conclusion by trainer- 5 minutes

Unit 2.1 30

WHAT IS QUALITY Means degree of excellence of a thing Distinctive feature of product / service Absence of any defect in the product / service Conformance to specifications Should meet with expectations of customers but efforts should be to exceed it beyond expectations of customers Focus on standard / specifications promised to customers

Unit 2.1 31

PARAMETERS TO MEASURE QUALITY OF SERVICE

Reliability Responsiveness Assurance Empathy Tangibles

Unit 2.1 32

MEASUREMENT OF SERVICE QUALITY

Do we find any gap between the service promised and service rendered? Do we assess the quality of service offered? Do we find our employee maintain time schedule? Do we find our employee descent in behaviour? Do we find our frontline staff showing empathy? Cont…

Unit 2.1 33

Quality of Service in Post Offices

Customer’s interface with Post Office and his perception about quality of service (a) At the counter (b) At the point of delivery (c) While making complaint or grievance

Unit 2.1 34

Presentation

• Teams will present how they manage quality in core areas of postal operations. Each team to select one core area as assigned by the trainer.

Unit 2.1 35

Managing & sustaining performance

• Managing the performance of – HR– Machine– External factors

• How to sustain the performance over an extended period??

Unit 2.1 36

Group discussion

• Teams in groups to discuss and conclude on their ready –made solutions for managing and sustaining quality.

Unit 2.1 37

Project work 1

• Trainees in groups to come up with a postmasters hand book which must contain –– List of must do activities– Information about the unit…address

book….memorandum book– Contacts ….– ???

Unit 2.1 38

Project work 2

• Develop engagement diary of postal manager for a-– Day– Week– Month

Unit 2.1 39

Managers Tool Kit

• Knowledge• Skill• Anticipation• Thinking out of the box• ???

Unit 2.1 40

Self development plan

• Trainees to plan for self development. List the activities.

• Develop Tool Kit for the Postmaster• End of the unit 2.3