He create a new job scope to improve their customer service He want to

He create a new job scope to improve their customer

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He create a new job scope to improve their customer service. He want to differentiate his business with others. Since he is the agent of Celcom Malaysia Berhad, he need to follow the rules of Celcom company. He said sometimes the instructions can distract his company. For example he need to renovate his store. He stated that the cost is RM 100,000.00 and it is a big amount for him. If he denied, Celcom Company will take his license. Management is the important tools in business. If fail in management, it will be the end of a business. When earnings a high revenue, keep the money by buying an asset. It can be a financial backup if he is facing financial problem. 11
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3.1.3 Leading Leading is a process of directing and influencing the task related activities of group members or the process of directing human resource efforts towards organizational objectives. There are three approaches to leadership such as trait theory, behavioral theory, and contingency theory. But, in Celcom Axiata Berhad for Perlis branches, they used behavioral theory. They used behavior theory based on Michigan Studies. Michigan Studies was introduced by Rensis Likert who was a researcher at University of Michigan. Two basic forms of leader behavior in Michigan Studies are job-centered leader behavior and employee-centered leader behavior. Job-centered leader behavior focus on job only where the leader only pays close attention to subordinates’ work, explain work procedures and interested in performance. For example, according to Muhammad Ilias Bin Mad Zain, he always pays close attention to his subordinates’ work through CCTV (closed-circuit television) or also known as video surveillance. According to him also, he always strict in giving orders to his subordinates. He also are very interested in performance of every branch that he manages and performance of his subordinates. Employee-centered leader behavior focuses on employee only where the leaders develop 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, if mangaers takes care of their subordinates well, then it will be the subordinates’ motivation to keep working as they were appreciated by their leader. Muhammad Ilias Bin Mad Zain also said that as a manager, he needs to put trust on his employees. However, according to him, even though we trust that person, we must still have a feeling of insecure towards him or her. 12
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3.1.4 Control Controlling is a process to ensure that actual activities confirm to planned activities or a process of monitoring performance and taking action to ensure the desired results are achieved. This process is simply steps of manager to determine whether the organizational goals have been met. Therefore, controlling has the following steps which is; establish of standard performance, measurement of actual performance, comparison of actual performance with standards and finding out deviation if any, and tke corrective action.
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