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1. According to Fayol, what are the five key functions of management?

A. According to Fayol, the five functions of management are :

Planning: Planning is the first function of management. It refers

to developing strategic objectives and planning ahead, devising
goals and evaluating the plan of action to reach those goals.


Organizing: Organizing refers to assembling raw materials, staff

and capital for the smooth running of the organization and
implement a good working structure.


Commanding: This function involves giving out clear

instructions and orders to subordinates for effectively carrying
out tasks.


Coordinating: For smooth running of the organization,

employees need to be coordinated and thus, motivation and
discipline needs to be stimulated amongst all the organization


Controlling: The last management function is controlling. This

refers to ensuring that the organization is going on the right
track. This is done by measuring the output and comparing it
with the set out targets.

2. Give some specific examples of tasks carried out by managers at British


A. A number of tasks are carried out by managers at British Gas , for

example :
Tasks performed by service managers:

Monitoring performance of team members: The performance of

the team members needs to be measured to ensure that the
organization is meeting its targets.


Meeting needs of customers: It is important for every

organization to meet the needs of their customers and keep them
satisfied in order to generate repetitive sales.


Positively promoting British Gas and its products: Another

important task of these managers is positively promoting the
products of British Gas.


Dealing with customer complaints: These managers need to

effectively deal with customer complaints in order to have
happy and satisfied customers.


Setting targets for employees: Targets need to be set out for

employees for encouraging and motivating customers.


Communicating effectively and building strong customer



Maintaining good relations with other team members

Tasks performed by Operational Managers:


Monitor standards and set targets for improvement: British Gas

measures the output it is generating and compares it to the set
targets to measure the performance and pace of the organization
and set out targets for improvement accordingly.


Managing budgets: Another important task of operational manager

is managing the budgets of the organization to even out its
expenses and revenues.


Identifying areas where efficiency can be improved: Improving the

efficiency of the organization is also an important part of an
operational manager.


Increasing profitability of the organization

3. Using the case study for guidance, explain the skills required by
managers at British Gas?
A. The skills required by managers at British Gas are:

Effective communication skills: Managers at British Gas need

strong communication skills in order to effectively communicate
within and outside the organization.


Knowledge regarding customer service: Managers must have the

expertise and knowledge regarding customer service to know their
growing needs and demands and fulfill them accordingly.


Conceptual Skills (Financing etc.): The major skill required by a

manager is conceptual skill for strategic decision making, and
other tasks like budgeting, financing etc.


Human (Interpersonal) skills: In order to effectively work with and

within teams (teamwork), a manager must also possess human


Technical Skills (IT etc.): Lastly, a manager must have technical

skills in order to deal with the growing use of information

4. Analyze whether an operational manager at British Gas would make a

successful manager at another organization.
A. According to the text, the skills required by an operational manager at
British Gas are customer service, teamwork, communication, IT and
finance. These skills are skills that managers at every organization
requires in order to manage their organization effectively. Thus, an
operational manager at British Gas would most likely be successful in
other organizations as well since their skills are transferable (applicable
in other fields). However, the manager may also require a range of
specific skills in the new organization which may require the manager to
up-skill as s/he previously did at British Gas.