Series:

In Charge

8 total works

Cover of In Charge of Customer Satisfaction
In Charge of Customer Satisfaction is designed around the Customer Service Lead Body Standards for Customer Service at N/SVQ level 3 and provide a comprehensive and practical examination of the concepts and practices that lead to excellent customer service. This series is designed for supervisors and line managers and has been re-written to support the latest Management Standards from the Management Charter Initiative who have provided the Foreword to each book. Each book provides the knowledge and understanding required for the core and major options associated with the N/SVQ3 level qualifications in Supervisory Management and is written in a manner that links learning with the supervisor/front line manager's work experience. As such it also supports non-competence programmes such as the NEBSM Introductory and Full Certificate programmes in Supervision.

Cover of Managing Yourself
Managing Yourself focuses on what is one of the key areas for supervisors and managers to master; personal competance and personal effectiveness in the workplace.

Cover of Managing Activities
Looking at the operations of an organization, Managing Activities examines the different types of organizations in both the public and private sectors. It then considers the internal relationships between operations, marketing, personnel, etc. within organizations.

Cover of Managing Finance and Information
This guide aims to provide supervisors and front-line managers with the knowledge needed to fulfil the Management Charter Initiative's (MCI) supervisory management standards. Whilst finance at supervisory level has no dedicated management standards, it is vital that the competent supervisor/front line manager can understand the financial implications of their role. The finance section of this book provides the reader with an understanding of the language and practices of the finance function as they relate to the work situation. The information section considers the types of information the supervisor/front line manager is likely to encounter, and looks at the ways of distributing and presenting such information. Throughout the book, the user is helped in relating knowledge to the MCI standards and their own work experience. The book outlines the relevant MCI standards at the beginning and end of each chapter and provides chapter summaries, on-going case studies and think-points. A tutor's pack containing further cases, questions, overhead masters and lecture notes will be available free to adopters.
This book should be suitable for participants on supervisory/front-line management programmes at NVQ/SVQ level 3 (NEBSM, ISM, LCCI, RSA); participants on company short courses; and newly-appointed supervisors/front-line managers.

Cover of Managing Operations
Looking at the operations of an organization, this book examines the different types of organization in both the public and private sectors. It then considers the internal relationships between operations, marketing, personnel and other functions within organizations.
The specific aspects of operations are covered in detail:

  • Work practices.

  • Planning.

  • Resourcing.

  • Legislation.

  • Customer relations.

Cover of Managing Resources and Information
This series is designed for supervisors and front line managers and has been re-written to support the latest Management Standards from the Management Charter Initiative who have provided the Foreword.

Each book provides the knowledge and understanding required for the core and major options associated with the NVQ/SVQ3 level qualifications in Supervisory Management and is written in a manner that links learning with the supervisor/front line manager's work experience. As such it also supports non-competence programmes such as the NEBSM Introductory and Full Certificate programmes in Supervisory Management.

Whilst finance at supervisory level has no dedicated management standards, it is vital that the competent supervisor/front line manager can understand the financial implications of their role.

The RESOURCES section of this book provides the reader with an understanding of the language and practices of the finance function as they relate to the work situation.

The INFORMATION section considers the types of information the supervisor/front line manager is likely to encounter, and looks at the ways of distributing and presenting such information.

Cover of In Charge of Yourself
This volume is about personal competence and hence personal success for the supervisor or manager. It is designed for all those who think they want to "do things better", and gain more from both their job and life in general. Success at work, home or in the community is not just a matter of what you do, but how you do it; looking at the personal skills and competencies required to make a success of the ventures you are involved in. The "In charge" series as a whole looks at the competencies needed for those involved in supervisory management, and this addition shows the individual manager how to support his or her "functional" role through their personal competencies.

Cover of Managing People
This book provides supervisors and front line managers with the underpinning knowledge needed to fulfil the competencies set out in the Management Charter Initiative's (MCI) Supervisory Management Standards. The authors examine the development of supervision and management, and the role of the supervisor, before discussing in detail how the competent and effective supervisor/front line manager manages. The book covers: motivation and leadership; groups and teams; recruitment, selection and training; reactions to change and handling conflict; discipline and grievance; associated personal competences.