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TQM Review Class Notes
TQM Review Class Notes
3. Using the case study for guidance, explain the skills required by
managers at British Gas?
A. The skills required by managers at British Gas are:
i. Effective communication skills: Managers at British Gas need
strong communication skills in order to effectively communicate
within and outside the organization.
ii. Knowledge regarding customer service: Managers must have the
expertise and knowledge regarding customer service to know their
growing needs and demands and fulfill them accordingly.
iii. Conceptual Skills (Financing etc.): The major skill required by a
manager is conceptual skill for strategic decision making, and
other tasks like budgeting, financing etc.
iv. Human (Interpersonal) skills: In order to effectively work with and
within teams (teamwork), a manager must also possess human
skills.
v. Technical Skills (IT etc.): Lastly, a manager must have technical
skills in order to deal with the growing use of information
technology.