Page 198 - DCOM102_DMGT101_PRINCIPLES_AND_PRACTICES_OF_MANAGEMENT

Principles and Practices of Management

Notes Metrics must not therefore be developed to assist internal organisation meet external
expectations.
The following process is important to develop a customer focused metrics:
1. Identify your customers and the outputs they require and the processes through
which we create the outputs. (Process Block Diagrams or Flowcharts may help at
this point.)
2. Determine your customer needs/requirements in terms of quality and service
standards, determine the existing gaps in your delivery system.
3. Determine the direct metrics that will help ensure that we meet customer
expectations.

4. Cascade these metrics horizontally and vertically through other processes that may
impact their performance to develop a full suite of measures that would ensure we
achieve customer satisfaction.
5. Establish current performance level, short-term objective, long-term objective, and
competitive benchmark that must be attained.
11.6 Concept and Elements of Career

As the literal definition of career focuses on an individually perceived sequence, to be more
accurate, career may be either individual-centered or organisation-centered. Therefore, career is
often defined separately as external career and internal career. External career refers to the
objective categories used by society and organisations to describe the progression of steps
through a given occupation, while internal career refers to the set of steps or stages which make
up the individual’s own concept of career progression within an occupation. For such two
different approaches, in organisational context, career can be identified as an integrated pace of
vertical and lateral movement in an occupation of an individual over his employment span.
Such integrated approach is intended to minimize diversity of hopes and expectations of
employees matching individually perceived career with organisation-centered career.

Analyzing the definitional context, it is therefore clear that career has the following important
elements:
1. It is a proper sequence of job related activities. Such job related activities vis-à-vis experience
include role experiences at different hierarchical levels of an individual, which lead to an
increasing level of responsibilities, status, power, achievements and rewards.
2. It may be individual-centered or organisation-centered. Individual-centered (internal)
career is an individually perceived sequence of career progression within an occupation.

Example: In medical profession, we have clearly defined stages of education, internship,
residency, hospital affiliation, or private practice. Similarly, in college teaching, we have stages
like lecturer-ship, readership and professorship. In industrial occupation those who get entry in
Indian Administrative and Allied Services also have such clearly defined stages of career.

Example: In Indian Ordnance Factories, Class-I officers start at Assistant Works Manager
level and gradually rise to the level of Works Manager, Deputy General Manager, Additional
General Manger, General Manager and so on. These being clearly defined stages of career, an
individual before joining such services can very well perceive his sequence of career progression.
But such clearly defined stages of career progression are not made available for all occupations

190 LOVELY PROFESSIONAL UNIVERSITY