In my role as a Senior Operations Manager with Excel Logistics, I am asked with ensuring all resources are effectively and efficiently utilized to accomplish operational goals. The key to building anything is having a solid plan to build upon. The first function of management is planning. Planning is simply developing a mission or objective and determining how to accomplish it. In my organization planning is essential to our success. We are a service company and we are measured on specific KIP or key performance indicators determined by our customer (Hewlett-Packard).
These elements Include on time delivery rating, quality tankards, operational cost metrics and CSS (Customer Satisfaction Index). These areas are broken down In to several sub-categories but this gives you an Idea what we are up against. HP benchmarks our performance In these areas on a weekly, monthly, quarterly and annual basis. We meet weekly to analyze trends and plan on ways to maintain and in some cases improve our KIP ratings. I rely heavily on the feedback I get from the supervisors since they are on the frontline and collectively we discuss issues that are hindering our ability to succeed.
Getting everyone involved in he planning phase works well for me because they begin to feel like they are part of the solution. Now that the planning is done and the organization can see where we are trying to go, the next thing we must do is to organize. If you have a plan but no clear allocation for all resources involved, the plan will fail. Organizing is essentially assigning Job functions, allocating resources and distributing Information to all parties Involved to accomplish task or goals. The fact we are responsible for their role and how they Impact the grand scheme.
We deal with a large network of buyers and suppliers that are all interested in the status of their particular part number or order. We have assigned specific associates to handle specific vendors. For example, one associate might be responsible for vendors A-F, another associate G-L etc. These associates are the to for the buyers and suppliers. They answer questions and provide inventory and shipment status. Simply organizing a point of contact for our customer has solidified the communication channel. The next component of the functions of management is leadership.
As a deader in my company, I must motivate, encourage and direct my team to accomplish the mission. Author Bill Brenner (2005) determined that leaders cannot help but change the present, because the present Is not good enough. They succeed only when they find a way to make people excited by and confident In what comes next. I am tasked with bridging the gap between company goals and employee goals. Our employees must see the correlation between what we are trying to accomplish as a company Ana want teen are looking Tort Analytically. We operate In a Our customer has a strong presence in our distribution enter as well as our fulfillment operation.
For this reason it is imperative for me to create an environment that encourages and rewards peak performers. Management relies on feedback from our floor associates to maintain efficiency. We facilitate weekly focus meetings that allow our associates to have a voice in our goal for total customer satisfaction. When the customer sees everyone giving 100% we all win. The final step in the functions of management is learning from past experiences and knowing when to make changes. The most brilliant managers in the business world eave at times had to make adjustments that were not part of their original plan.