Recent Management Tools and Techniques :
Prof. B. Ramesh Babu
Department of Library and Information Science
University of Madras
Chennai 600 005
In this modern world, the art of Management has
become a part and parcel of everyday life, be it at
home, in the office or factory and in Government
Management is a systematic way of carrying out
activities in any field of human effort.
Lack of management causes disorder, confusion,
wastage, delay, destruction and even depression.
MANAGE MEN Tactfully = MANAGEMENT
Managing men, money and materials in the best
possible way, according to circumstances and
environment, is the most important and essential factor
for a successful management
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Management guidelines from Bhagavad Gita
There is an important distinction between
effectiveness and efficiency in managing.
Effectiveness is doing the right things.
Efficiency is doing things right.
The general principles of effective management can
be applied in every field, the differences being more
in application than in principle.
Management is a process of aligning people and
getting them committed to work for a common goal to
the maximum social benefit -in search of excellence.
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Forming a vision
Planning the strategy to realize the vision.
Cultivating the art of leadership.
Establishing institutional excellence.
Building an innovative organization.
Developing human resources.
Building teams and teamwork.
Delegation, motivation, and communication.
Reviewing performance and taking corrective
steps when called for.
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TOOLS AND TECHNIQUES OF MANAGEMENT
Quality School of Know the Big Five
Management Personality Factors for
TQM Career Success
Six Forces Model Adopt Reverse Mentoring to
SWOT analysis Enhance Skill Levels
VRIO framework ‘PEOPLE FIRST’ Attitude
PEST analysis Gets You into Leadership
Porter’s four corners model
Rating Scales (BARS)
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Quality School of Management
The Quality School of Management is a comprehensive
concept for leading and operating an organization,
aimed at continually improving performance by
focusing on customers while addressing the needs of
Quality of goods and services
Continuous improvement in goods and services
Employees working in teams
Developing openness and trust
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Quality management involves employees in decision
making as a way to prevent quality problems.
Two approaches of QM are:
Kaizen (pronounced ky-zen) approach
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Kaizen (pronounced ky-zen) approach
Kaizen is the commitment to work toward steady,
Uses incremental, continuous improvement for people,
products, and processes
The best support for continuous improvement is an
organization of people who give a high priority to
In this process, everyone in the organization
participates by identifying opportunities for
improvement, testing new approaches, recording the
results, and recommending changes
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The reengineering approach to management
focuses on creating change — big change —
It centers on sensing the need to change,
seeing change coming, and reacting
effectively to change when it comes.
Focuses on sensing the need to change,
seeing change coming, and reacting effectively
to it when it comes.
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Total Quality Management (TQM)
T = Everyone has a role to play
Q = Doing right thing first time, every time, all time
M = Art of making it happen
TQM is a management philosophy & company practices that
aim to harness human & material resources in the most
effective way to achieve the objectives of the organisation.
It involves total commitment, dedication, teamwork, and long-
term commitment to training & development for all staff.
It is really a management philosophy that is driven by
customer needs and expectations.
Implementing TQM does not an addition of work, it is simply
improvement in the ways of work on continuous basis.
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TQM is based on:
One objective: continuous improvement.
Three principles: Customer focus, Process
improvement, and Total involvement.
Six Supporting Elements: Leadership, Education &
training, A supportive structure, Communication,
Reward & Recognition, and Measurement.
TQM is a new management concept wherein quality is
the diving force of the entire activity cycle from
beginning to end.
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13 steps in TQM 9 Key features of TQM
1. Understanding Quality 1. Total Ownership
2. Quality improvement as a
2. Commitment to Quality way of life
3. Policy on Quality 3. Partnership with suppliers
4. Organisation for & users
Quality 4. Recognition of internal
5. Measurement of the customers
costs of Quality 5. Identification of key
6. Planning for Quality performance indicators
6. Employee participation
7. Design for Quality
7. Teamwork given priority
8. System for Quality 8. Removal of internal barriers
9. Capability for Quality 9. Simplification &
10. Control of Quality Standardisation of
11. Teamwork for Quality Processes
12. Training for Quality
13. Implementation of TQM
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TQM is a management concept to achieve excellence.
In a library with TQM, the employees have to do their job in a new
environment and the ways of doing the job may be different.
The introduction of TQM makes great demands on the staff.
TQM involves a process of change and therefore requires of staff
that they be ready to play a constructive role in that process.
TQM requires a basic reorientation from the media stock towards
customers and markets. For TQM a result-oriented approach, not
the input of resources, is of vital importance.
A strongly hierarchical organisation with fragmented
responsibilities is not well suited to the introduction of TQM since
all staff needs to feel a responsibility for influencing quality.
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Six Forces Model
The Six Forces Model is a market opportunities analysis
model, and is more robust than a standard SWOT analysis.
The following 6 forces are identified:
Complementary products/ The government/ The public
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SWOT analysis is a strategic planning method used to evaluate the
Strengths, Weaknesses, Opportunities, and Threats involved in a
project or in a business venture.
It involves specifying the objective of the business venture or project
and identifying the internal and external factors that are favorable and
unfavorable to achieve that objective.
It provides information that is helpful in matching the firm's resources
and capabilities to the competitive environment in which it operates.
A tool that identifies the strengths, weaknesses, opportunities and
threats of an organization
It is instrumental in strategy formulation and selection.
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Strengths: attributes of the person or company that are
helpful to achieving the objectives.
Weaknesses: attributes of the person or company that
are harmful to achieving the objectives.
Opportunities: external conditions that are helpful to
achieving the objectives.
Threats: external conditions which could do damage to
It is based on the assumption, that if managers can
carefully review such strengths, weaknesses,
opportunities, and threats, a useful strategy for
ensuring organizational success will become evident to
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SWOT Analysis Framework
Internal Analysis External Analysis
/ \ / \
Strengths Weaknesses Opportunities Threats
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SWOT / TOWS Matrix
Opportunities S-O strategies W-O strategies
Threats S-T strategies W-T strategies
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S-O strategies pursue opportunities that are a
good fit to the company's strengths.
W-O strategies overcome weaknesses to pursue
S-T strategies identify ways that the firm can use
its strengths to reduce its vulnerability to
W-T strategies establish a defensive plan to
prevent the firm's weaknesses from making it
highly susceptible to external threats.
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The VRIO framework, is an internal tool of analysis in the
context of business management.
VRIO is an acronym for the four question framework you ask
about a resource or capability to determine its competitive
the question of Value, the question of Rarity, the question
of Imitability (Ease/Difficulty to Imitate), and the question
of Organization (ability to exploit the resource or
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The Question of Value: "Is the firm able to
exploit an opportunity or neutralize an external
threat with the resource/capability?"
The Question of Rarity: "Is control of the
resource/capability in the hands of a relative
The Question of Imitability: "Is it difficult to
imitate, and will there be significant cost
disadvantage to a firm trying to obtain, develop,
or duplicate the resource/capability?"
The Question of Organization: "Is the firm
organized, ready, and able to exploit the
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PEST analysis stands for "Political, Economic, Social, and
Framework of macro-environmental factors used in the
environmental scanning component of strategic management.
Some analysts added Legal and rearranged the mnemonic to
SLEPT, inserting Environmental factors expanded it to PESTEL
or PESTLE, which is popular in the UK.
The model has recently been further extended to STEEPLE and
STEEPLED, adding education and demographic factors.
It is a part of the external analysis when conducting a strategic
analysis or doing market research, and gives an overview of the
different macro environmental factors that the company has to
take into consideration.
It is a useful strategic tool for understanding market growth or
decline, business position, potential and direction for
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Porter’s FOUR corners model
Porter’s four corners model is a predictive tool designed by
Michael Porter that helps in determining a competitor’s course
Unlike other predictive models which predominantly rely on a
firm’s current strategy and capabilities to determine future
strategy, Porter’s model additionally calls for an understanding
of what motivates the competitor.
This added dimension of understanding a competitors internal
culture, value system, mindset and assumptions help in
determining a much more accurate and realistic reading of a
competitor’s possible reactions in a given situation.
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Performance appraisal, Employee appraisal, Performance review, or
(career) Development discussion, is a method by which the job
performance of an employee is evaluated (generally in terms of
quality, quantity, cost, and time) typically by the corresponding
manager or supervisor.
A performance appraisal is a part of guiding and managing career
It is the process of obtaining, analyzing, and recording information
about the relative worth of an employee to the organization.
Performance appraisal is an analysis of an employee's recent
successes and failures, personal strengths and weaknesses, and
suitability for promotion or further training.
It is also the judgment of an employee's performance in a job based
on considerations other than productivity alone.
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Objectives of Performance appraisal
To review the performance of the employees over a given period of
To judge the gap between the actual and the desired performance.
To help the management in exercising organizational control.
Helps to strengthen the relationship and communication between
superior – subordinates and management – employees.
To diagnose the strengths and weaknesses of the individuals so as to
identify the training and development needs of the future.
To provide feedback to the employees regarding their past
Provide information to assist in the other personal decisions in the
Provide clarity of the expectations and responsibilities of the functions
to be performed by the employees.
To judge the effectiveness of the other human resource functions of
the organization such as recruitment, selection, training and
To reduce the grievances of the employees.
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Methods of Performance Appraisal
A common approach to assessing performance is to use a
numerical or scalar rating system whereby managers are asked
to score an individual against a number of objectives/attributes.
In some companies, employees receive assessments from their
manager, peers, subordinates, and customers, while also
performing a self assessment.
This is also known as a 360-degree appraisal and forms good
The most popular methods used in the performance appraisal
process include the following:
Management by objectives (MBO)
Behavioral observation scale
Behaviorally Anchored Rating Scales(BARS)
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Management By Objectives (MBO)
MBO is a process of agreeing upon objectives within
an organization so that management and employees
agree to the objectives and understand what they are in
The term "management by objectives" was first
popularized by Peter Drucker in his 1954 book 'The
Practice of Management”
The essence of MBO is participative goal setting,
choosing course of actions and decision making.
It is the measurement and the comparison of the
employee’s actual performance with the standards set.
Ideally, when employees themselves have been
involved with the goal setting and choosing the course
of action to be followed by them, they are more likely to
fulfill their responsibilities.
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Unique features and advantages of the MBO
The principle behind Management by Objectives (MBO) is basically
for employees to have clarity of the roles and responsibilities
expected of them.
Better communication and Coordination
Clarity of goals
Subordinates have a higher commitment to objectives that they set
themselves than those imposed on them by their managers.
Managers can ensure that objectives of the subordinates are linked
to the organisation 's objectives.
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In human resources or industrial/organizational psychology,
360-degree feedback, also known as multi-rater feedback,
multisource feedback, or multisource assessment.
Feedback that comes from all around an employee.
"360" refers to the 360 degrees in a circle, with an individual
figuratively in the center of the circle.
Feedback is provided by subordinates, peers, and supervisors.
It also includes a self-assessment and, in some cases, feedback
from external sources such as customers and suppliers or other
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It may be contrasted with "upward feedback," where managers
are given feedback by their direct reports, or a "traditional
performance appraisal," where the employees are most often
reviewed only by their managers.
The results from 360-degree feedback are often used by the
person receiving the feedback to plan training and development.
Results are also used by some organizations in making
administrative decisions, such as pay or promotion.
When this is the case, the 360 assessment is for evaluation
purposes, and is sometimes called a "360-degree review.“
There is also controversy regarding whether 360-degree feedback
improves employee performance, and it has even been suggested
that it may decrease shareholder value.
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Behaviorally Anchored Rating Scales (BARS)
Behaviorally Anchored Rating Scales (BARS) are scales used to
BARS are normally presented vertically with scale points
ranging from five to nine.
It is an appraisal method that aims to combine the benefits of
narratives, critical incident incidents, and quantified ratings by
anchoring a quantified scale with specific narrative examples of
good or poor performance.
A method that combines elements of the traditional rating
scales and critical incidents methods.
This is by far the best method used for a performance appraisal
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KNOW THE BIG FIVE PERSONALITY FACTORS FOR
The ‘Big Five’ personality traits are five broad
dimensions that thought to influence individual
personality and behaviour.
They refer to personality factors such as
neuroticism, extraversion, openness,
agreeableness and conscientiousness.
These traits appear to play an important role in a
person’s ability to perform and succeed in a work
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Extraversion refers to a positive outlook and energetic approach
to the world around and consists of traits such as sociability,
activity, assertiveness, and expressiveness.
Agreeableness describes the tendency to conform and concur
with others, even at the cost of one’s own interests and priorities.
Conscientiousness is the ability of an individual to practice self –
discipline, act dutifully, and facilitate task and goal – directed
behaviour, such as thinking before acting, delaying gratification,
following rules, planning, organizing and prioritizing.
Neuroticism is the display of negative emotions, such as feeling
anxious, angry, nervous, sad, and tense.
Openness to experience as against close – mindedness describes
the depth, originality, and complexity of a person’s thinking and a
willingness to experiment and adapt to change.
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Reverse Mentoring is generally implemented when organizations are
carrying out a major technological makeover or when the age gap
between the senior employees and junior employees is considerable.
The concept was conceived by Jack Welch, then – CEO of General
Electric, when he and his management team decided to learn about the
Internet from their young mentors.
In reverse mentoring, a junior employee tutors a senior employee.
However, it is not limited to sharing the latest technology.
It extends to cover developments in the industry, subject matter
advances, new perspectives and approaches.
It is a kind of relationship where everyone connected has something to
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By endorsing reverse mentoring the management brings
employees from different age groups, academic backgrounds
and streams of experience together, and facilitates bonding and
collaboration between them.
It is a way of implementing diversity in its true spirit.
Reverse mentoring comes with its share of potential problems.
The senior executive may not feel comfortable with the idea of
learning from his junior.
There could be an ego clash.
Adopt Reverse mentoring to enhance skill level
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Guidelines for the success of Reverse Mentoring
There should be a clear set of goals that would be achieved with the
They should discuss mutual expectations to ensure that the results
are completely achieved.
The executive and the employee should understand and agree on
If the participants themselves set the targets, they should inform the
HR or others in – charge of training.
Both the parties should be aware about why the specific mentoring
exercise is required and what each of them would gain in return.
Reverse mentoring is a good option if an organization wants its
employees from different generations understand and appreciate
each other’s strengths and perspectives. When implemented
according action plan, it promotes learning and collaboration.
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The concept of participative management has gained wide
acclaim and acceptance at least at the intellectual level
during recent years.
It is a “method of management which needs careful
handling and the development of a supportive culture, if it is
to be successful and satisfying for both manager and
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Four Levels of Participation
1. Informative and Associative Participation
2. Consultative Participation
3. Administrative Participation
4. Decisive of Decision-Making Participation
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How Participative Management?
Delegation of authority and responsibility
Communication both upward and downward etc.
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When Participative Management?
Participative Management can be introduced as a
normal practice to handle various problems in the
library or it can be used to handle some special
problems of the library.
For its introduction, there should be congenial
atmosphere wherein superiors should have
favourable attitude towards participative
management and subordinates should be
psychologically involved and must be capable of
providing effective contribution.
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Where Participative Management?
Participative Management should be implemented at
all levels of the organisation, i.e. at Top Management,
Senior Management, Junior Management, Supervisor
and work place.
The role of participation may vary from one level to
another and from one situation to another in the
The real success of the Participative Management in
the libraries depends of psychological preparedness
and the emotional commitment of librarian and staff
as equal partners in decision-making process.
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Change management is nothing but worthy techniques or
changes implement in the existing management system.
Its implementation is based on the effect occurred in the inside
organization structure or out side force.
The concept is elasticity against the internal and external
changes occurred in the organization.
In the information retrieval systems, it will enhance the status
of the library.
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Key Steps in Change Management
Lucy Jeynes has presented the key steps in change management as
Recognising the need for change (“do not change to correct
problems from the past, but to prepare for the challenges of the
Building the vision (“be bold”, “be audacious”);
Mobilizing commitment (“change is about people”);
Diagnosing reality (the SWOT [Strengths Weaknesses
Opportunities and Threats] analysis);
Getting there (change models like business process re-
engineering, organizational development, etc);
Knowing the change cycle.
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Successful change programs have:
Top management commitment
Constant, consistent communication
Employee involvement at all levels
A shared vision of the future
Understanding of the need to change
Management of the political network
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Principles of Change Management
Formulation of standard staff structure with proper
Fixed norms for the pay structure for each designation
Prescription of definite qualification for each
Selection of the staff for higher level based on strict
norms and regulations based on performance
Setting up clear goals for each individual which should
relate to the achievement of overall mission
Formulating feedback process and review procedures
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Principles of Change Management
Arranging proper training based on hands on experience
Providing latest information about the current technology to
be used in libraries and train them to handle it with ease and
Providing training for developing effective communication
and professional skills
Setting up an effective communication process
Effective counseling for developing cooperation among the
Introducing incentives for achievements and putting forth
innovative ideas for improving the services
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Methodology o f creation and maintaining well
organised, clean, high effective and high quality
It is Housekeeping Methodology
Five S refers to:
Five Rules in 5S
When a problem first occurs, go to physical location
Check uncomfortable product and services
Take a temporary measure on the spot
Find the main cause
Standardise to prevent reoccurrence
- (Titu, Operan and Grecu, 2010)
Time management refers to a range of skills, tools, and techniques
used to manage time when accomplishing specific tasks, projects
This set encompasses a wide scope of activities, and these include
planning, allocating, setting goals, delegation, analysis of time
spent, monitoring, organizing, scheduling, and prioritizing.
Initially time management referred to just business or work activities,
but eventually the term broadened to include personal activities as
A time management system is a designed combination of
processes, tools and techniques.
Time management literature paraphrased:
"Get Organized" - paperwork and task triage
"Protect Your Time" - insulate, isolate, delegate
"Set gravitational goals" - that attract actions automatically
"Achieve through Goal management Goal Focus" - motivational
"Work in Priority Order" - set goals and prioritize
"Use Magical Tools to Get More Out of Your Time" - depends
on when written
"Master the Skills of Time Management"
"Go with the Flow" - natural rhythms, Eastern philosophy
"Recover from Bad Time Habits" - recovery from underlying
Employers should provide a stress-free work environment,
recognise where stress is becoming a problem for staff, and
take action to reduce stress.
Stress in the workplace reduces productivity, increases
management pressures, and makes people ill in many ways,
evidence of which is still increasing.
Workplace stress affects the performance of the brain,
including functions of work performance; memory,
concentration, and learning.
Stress at work also provides a serious risk of litigation for all
employers and organisations, carrying significant liabilities for
damages, bad publicity and loss of reputation.
stress reduction techniques
Humour is one of the greatest and quickest devices for
Brisk walk and self-talk
Rehydrate- Go get a big cup or a bottle of water.
Take a quick nap. It is nature's way of recharging and re-energising.
Any tea will do, but a flavoured cup of tea is even better.
MANAGEMENT IN THE FUTURE
Modern management approaches respect the
classical, human resource, and quantitative
approaches to management.
However, successful managers recognize that
although each theoretical school has limitations in
its applications, each approach also offers valuable
insights that can broaden a manager's options in
solving problems and achieving organizational
Successful managers work to extend these
approaches to meet the demands of a dynamic
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Modern management approaches recognize that
people are complex and variable.
Employee needs change over time; people
possess a range of talents and capabilities that
can be developed.
Organizations and managers, therefore, should
respond to individuals with a wide variety of
managerial strategies and job opportunities.
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Key themes to be considered
The commitment to meet customer needs 100 percent of the time
guides organizations toward quality management and continuous
improvement of operations.
Today's global economy is a dramatic influence on organizations,
and opportunities abound to learn new ways of managing from
practices in other countries.
Organizations must reinvest in their most important asset, their
If organizations cannot make the commitment to lifelong
employment, they must commit to using attrition to reduce head
They will not receive cooperation unless they make it clear that
their people will not be working themselves out of a job.
Managers must excel in their leadership responsibilities to perform
numerous different roles.
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Strategies of Management To be adopted
Formulate alliances and partnerships with related
Concerted intellectual commitment on the part of
Should adopt different roles at different times.
Technological changes have contributed a change in
A change in management becomes part of daily work.
These activities must be integrated with evolving socio-
technical and environment needs and processes.
New communities of practice must be nurtured,
including people and organizations experienced and
knowledgeable in changing management and
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