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He create a new job scope to improve their customer service. He want to differentiatehis business with others. Since he is the agent of Celcom Malaysia Berhad, he need to followthe rules of Celcom company. He said sometimes the instructions can distract his company. Forexample he need to renovate his store. He stated that the cost is RM 100,000.00 and it is a bigamount for him. If he denied, Celcom Company will take his license. Management is theimportant tools in business. If fail in management, it will be the end of a business. Whenearnings a high revenue, keep the money by buying an asset. It can be a financial backup if heis facing financial problem.11
3.1.3LeadingLeading is a process of directing and influencing the task related activities of groupmembers or the process of directing human resource efforts towards organizational objectives.There are three approaches to leadership such as trait theory, behavioral theory, andcontingency theory. But, in Celcom Axiata Berhad for Perlis branches, they used behavioraltheory. They used behavior theory based on Michigan Studies. Michigan Studies wasintroduced by Rensis Likert who was a researcher at University of Michigan. Two basic forms ofleader behavior in Michigan Studies are job-centered leader behavior and employee-centeredleader behavior.Job-centered leader behavior focus on job only where the leader only pays closeattention to subordinates’ work, explain work procedures and interested in performance. Forexample, according to Muhammad Ilias Bin Mad Zain, he always pays close attention to hissubordinates’ work through CCTV (closed-circuit television) or also known as videosurveillance. According to him also, he always strict in giving orders to his subordinates. He alsoare very interested in performance of every branch that he manages and performance of hissubordinates. Employee-centered leader behavior focuses on employee only where the leadersdevelop cohesive or organized work groups and ensure employee satisfaction. For instance,Muhammad Ilias Bin Mad Zain said that he always ensure his employee satisfaction. For him, ifmangaers takes care of their subordinates well, then it will be the subordinates’ motivation tokeep working as they were appreciated by their leader. Muhammad Ilias Bin Mad Zain also saidthat as a manager, he needs to put trust on his employees. However, according to him, eventhough we trust that person, we must still have a feeling of insecure towards him or her.12
3.1.4ControlControlling is a process to ensure that actual activities confirm to planned activities or aprocess of monitoring performance and taking action to ensure the desired results areachieved. This process is simply steps of manager to determine whether the organizationalgoals have been met. Therefore, controlling has the following steps which is; establish ofstandard performance, measurement of actual performance, comparison of actual performancewith standards and finding out deviation if any, and tke corrective action.