Introduction

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. Unit 2.1

8. Service Sector Vs Other Sectors 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 • Benchmarking • BPR • Collaborate Innovation • Consumer Ethnographic • Core Competencies • Corporate Blogs • Knowledge 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 Unit 2.1