Relationship Management Quarter

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Relationship Management Quarter (hereinafter, the Quarter) is a lecture introducing the learners to social management primarily through key topics related to stakeholder arrangements. The Quarter is the last of four lectures of Social Quadrivium, which is the fifth of seven modules of Septem Artes Administrativi (hereinafter, the Course). The Course is designed to introduce the learners to general concepts in business administration, management, and organizational behavior.


Outline

User Experience Quarter is the predecessor lecture. In the enterprise planning series, the previous lecture is Talent Management Quarter.

Concepts

  1. Stakeholder relationship management.
  2. Enterprise justice. An overall perception of what is fair in the workplace, composed of distributive, procedural, informational, and interpersonal justice.
  3. Information distribution. Making needed information available to those stakeholders who are selected to obtain information in a timely manner.
    • Stakeholder resource. Informational and/or other assets that can be drawn on by a stakeholder in order to stay informed about and/or be benefited by an enterprise.
    • FYI message. The abbreviation FYI stays for "For your information" and is commonly used in email, instant messaging or memo and messages, typically in the message subject, to flag the message as an informational message, with the intent to communicate to the receiver that he/she may be interested in the topic, but is not required to perform any action. FYSA (or "For your situation awareness") is another abbreviation that serves a similar purpose.
  4. Public relations. The professional maintenance of a favorable public image by an enterprise or a famous person.
  5. Media planning. The process of creating a media plan. Media planning is usually outsourced to a media agency and entails sourcing and selecting optimal media platforms for a client's brand or product to use. The job of media planning is to determine the best combination of media to achieve the marketing campaign objectives.
  6. Organizational climate. The shared perceptions organizational members have about their organization and work environment.
    • Mission. The purpose of an organization.
    • Organizational process. One of the ways that organizational work is done.
    • Ritual. A repetitive sequence of activities that express and reinforce the key values of the organization, which goals are most important, which people are important, and which are expendable.
    • Small business. An organization that is independently owned, operated, and financed; has fewer than 100 employees; doesn't necessarily engage in any new or innovative practices; and has relatively little impact on its industry.
    • Workspace. Space in which to work.
    • Workplace. A place where people work, such as an office or factory.
    • Organizational demography. The degree to which members of a work unit share a common demographic attribute, such as age, sex, race, educational level, or length of service in an organization, and the impact of this attribute on turnover.
    • Open-book management. A motivational approach in which an organization's financial statements (the "books") are shared with all employees.
  7. Value-based management. The organization's values guide employees in the way they do their jobs.
    • Organizational value. The primary or dominant value that is accepted throughout the organization.
    • Rule. An explicit statement that tells managers what can or cannot be done.
  8. Social responsibility. A business' intention, beyond its legal and economic obligations, to do the right things and act in ways that are good for society.
    • Corporate social responsibility. An organization's self-regulated actions to benefit society or the environment beyond what is required by law.
    • Affirmative action. Organizational programs that enhance the status of members of protected groups.
    • Glass ceiling. The invisible barrier that separates women and minorities from top management positions.
  9. Ethical work climate. The shared concept of right and wrong behavior in the workplace that reflects the true values of the organization and shapes the ethical decision making of its members.
    • Code of ethics. A formal statement of an organization's primary values and the ethical rules it expects its employees to follow.
  10. Stakeholder engagement. An individual's involvement with, satisfaction with, and enthusiasm for the enterprise he or she works for or is involved with.
    • Perceived organizational support. The degree to which employees believe an organization values their contribution and cares about their well-being.
    • Organizational commitment. The degree to which an employee identifies with a particular organization and its goals and wishes to maintain membership in that organization.
    • Psychological empowerment. Employee's belief in the degree to which they affect their work environment, their competence, the meaningfulness of their job, and their perceived autonomy in their work.
    • Workplace spirituality. The recognition that people have an inner life that nourishes and is nourished by meaningful work that takes place in the context of community.
    • Sexual harassment. Any unwanted action or activity of a sexual nature that explicitly or implicitly affects an individual's employment, performance, or work environment.
  11. Stakeholder participation. A participative process that uses the input of stakeholders to increase their commitment to enterprise success.

Roles

  1. Stakeholder. Anyone in the enterprise environment that is, can be, or perceives him-, her-, or itself to be affected by an enterprise's decisions and actions. In Agile methodology, a stakeholder is anyone outside the team who has an interest in the product that the team is producing.
  2. Work council. A group of nominated or elected employees who must be consulted when management makes decisions involving personnel.
    • Board representative. An employee who sits on a company's board of directors and represents the interests of the firm's employees.
  3. Whistle-blower. An individual who raises ethical concerns or issues to others or reports unethical practices by their employer to outsiders.
  4. Labor union. An organization that represents workers and seeks to protect their interests through collective bargaining.

Methods

  1. Survey feedback. The use of questionnaires to identify discrepancies among stakeholder perceptions; discussion follows, and remedies are suggested.

Instruments

  1. Equity comparison.
  2. Performance report. A report that contains enterprise performance information and is distributed to selected stakeholders. Usually, this report includes key status updates, progress measurements, and estimates.
  3. Exception report. A document that includes major variations from plan (not all variations) and is distributed to selected stakeholders.
  4. Relationship map. A business model that shows the organizational context in terms of the relationships that exist among the organization, external customers, and providers.
    • Relationship. A defined association between concepts, classes or entities. Relationships are usually named and include the cardinality of the association.
  5. Entity-relationship diagram. An entity-relationship diagram is a graphical representation of the entities relevant to a chosen problem domain, the relationships between them, and their attributes.
  6. Media mix. A combination of communication and media channels use that is utilized to meet marketing objectives, such as social media platforms and magazines.
  7. Search engine marketing (SEM, keyword marketing in search engines)
  8. Social media.
  9. Television.
  10. Radio.
  11. Customer relationship management software (CRM software).

Results

  1. Media plan. Document describing objectives, strategy, tactics, resource allocation, and media schedule and media mix to be used in reaching a targeted audience.

Practices

Market Engagements Quarter is the successor lecture. In the enterprise planning series, the next lecture is Leadership Quarter.

Materials

Recorded audio

Recorded video

Live sessions

Texts and graphics

See also