Clinical Application Assignment
Clinical Application Assignment
Management practices are highly followed in today’s workplace and for good reason since evidence suggests successful companies follows these strict practices. Regulating employees through a program that is setup to promote success is what the five management practices are about.
Comcast Corporation is a company that specializes in cable networking and high speed internet access for residential and commercial customers. I spent a total of three years working for them in a call center atmosphere before relocating my family. This job was one of my most memorable and enjoyable mainly because they followed the management practices which allowed everyone to function efficiently (Bischoff, 2013).
The plan centers on looking at every decision through a customer lens and making measureable changes and improvements across the company. The company itself is always evolving and creating new ways to improve employee performance and customer satisfaction directly linked to the five management functions (Bischoff, 2013).
Planning is essential in developing a clear guide to what a company wants to achieve. “A deep locus of planning indicates organisation-wide, high level of employee involvement, while a shallow locus of planning denotes exclusivity in the strategic planning process. While working at Comcast Corporation, planning was the first step in setting goals with the management team.
A clear and concise plan was laid out between employees and their direct supervisors. At the beginning of each quarter, a new plan was set in place and the metrics were started over to measure performance. Furthermore, “a high degree of planning flexibility allows an organisation to be strategically responsive to environmental adjustments thereby allowing opportunity recognition and exploitation in pursuit of a sustainable competitive advantage. Without plans and goals, employees would not know what they are working towards and success could not be measured.
Organizing was also a part of my call center job at Comcast Corporation. Each employee receives calls through the switch board based on their job description and specific level. Comcast used a specialized system to monitor metrics like Average Handling Time which “looks at the total amount of time that it takes to handle a call. This is a simple measure of efficiency. This measurement includes talk time, on-hold time as well as wrap-up time. Staffing is an important part of management. It seems this would mean just hiring employees; however staffing encompasses everything from recruitment, orientation, career development, job design along with many other important tasks. Staffing is the achievement of organizational goals through the effective and efficient deployment of people. describes a big concern for staffing “Particularly in call centers, performance-based dismissal is a big problem. The average annual turnover rate for call centers in the Netherlands lies between 30 and 45%” . High turnover rates lead the staffing function to constantly be changing and growing to accommodate issues like this. Companies like Comcast Corporation take many steps in the staffing process. Staffing officials, mostly known as Human Resources Administrators must choose the right candidates that they feel will provide value to the organization and meet company goals for enhancement. Significantly, “The multitasking ability test is a valuable instrument that can be used during personnel selection. It can contribute to the prevention of performance-based dismissal by selecting those candidates who are likely to thrive in high pressure working environments and who can handle situations in which they need multitasking ability”.
My career started with two over the phone interviews, background and credit checks, in person interview, online assessment test, and four weeks of classroom training followed by four weeks of call center training (Gerrish, Chau, Sobowale Birks 2014). After finally working on my own, I felt I had all the tools I needed to succeed in my job. The management team took the time to explain the job requirements, metrics, and performance evaluation processes in detail which gave me confidence in my abilities.
Leading is the second practice which is centered on how management supervises and monitors an employee’s performance. It is important to note that many levels of leading can be found throughout organizations. Different levels have been seen in “leadership behaviors ranging from laissez-faire leadership, seen as the absence of leadership in which the leader avoids making decisions, abdicates responsibility, and does not use their authority; to transactional leadership, based on the leader setting objectives and monitoring and controlling outcomes; to transformational leadership, in which the leader proactively raises follower awareness for transcendent collective interests and helps followers achieve extraordinary goals(Gerrish, Chau, Sobowale Birks 2014). Everyone hopes to have leaders that push them to their goals and help them feel as though they can achieve anything. For most of my career at Comcast, I had supervisors that were dedicated to the success of the entire team and motivated a positive work environment.
Controlling is the fifth and final step for the management practices employed by corporations. Elaborates “Controlling is the process of evaluating performance against established goals and creating appropriate methods for taking corrective action to maintain or improve performance in any area of the organization” . Without goals, companies could not attain the things the need to grow nor would they know what they need to do to reach those goals. Without knowing what is wrong, there is no way to correct the issues that are found, this is why the control function is needed in organizations. At Comcast we had evaluations on a monthly basis which including several metrics that determined whether goals were met or not. The metrics were linked to the computer system which logged everything from clock in and out times, break times, length of calls, time on hold, and call transfers. Metrics were also added for absenteeism, sales per item, and reviews of call performance. A major call metric “looks at the percentage of calls that are answered within a given time (Karliner, Jacobs, and Chen 2017). The position I held was a sales professional and each performance appraisal was directly correlated with commission. If every metric was not met, commission was not paid on any sales for that month. Therefore, I believe that controlling is the most influential for call center employees because it affects every part of their job. The importance of the controlling function was also the direct engagement each employee had over their performance and consequently their job security.
In summary the five management functions were used at my time with Comcast Corporation. Each function is crucial to the success of the organization, its employees and their relationship with management(Karliner, Jacobs, and Chen 2017). By all means “the linkages between the five management functions make them inseparable activities. Successful managers understand the links and carefully follow through on every aspect of the management program. Without the influences of the management practices I mentioned, Comcast Corporation would not be a successful organization and I would not have had the joy of furthering my career there. It is important to work for a company that believes in its employee’s success and job welfare while operating under the management practices of planning, organizing, staffing, leading, and controlling.
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