Integrating business management processes. Volume 2, Support and assurance processes / Titus De Silva.

"A Productivity Press book."

Cover -- Half Title -- Title Page -- Copyright Page -- Dedication -- Table of Contents -- List of Figures -- List of Tables -- List of Forms -- Disclaimer -- Foreword -- Review of Integrating Business Management Processes, Volumes 1, 2 and 3 -- Preface -- Acknowledgements -- Review -- Author -- Section I: Support Processes -- 1 Document and Record Management -- 1.1 History of Document and Record Management -- 1.1.1 Early Document Management -- 1.1.2 Digital Age of Document Management -- 1.1.3 Arrival of Enterprise Document Management -- 1.2 Challenges of Document Management -- 1.3 Definitions

1.4 Benefits of Good Document Management -- 1.5 Features of Documents -- 1.6 Types of Business Documents -- 1.7 Life Cycle of Documents -- 1.8 Electronic Document Management (EDM) -- 1.8.1 Basic Components of EDM -- 1.9 Challenges of Record Management -- 1.10 Benefits of Good Record-Keeping -- 1.11 Features of Records -- 1.12 Types of Business Records -- 1.13 Life Cycle of a Record -- 1.14 Basic Components of Electronic Records Management Systems (ERMS) -- 1.15 Underlying EDM Technologies -- 1.16 Document Management Technologies -- 1.17 Managing Data across Data Life Cycle

1.18 Common Document Control Mistakes -- 1.19 Document Management Best Practices -- References -- 2 Communication -- 2.1 Introduction -- 2.2 Definitions -- 2.3 The Importance of Effective Communication -- 2.4 Factors Influencing Communication -- 2.4.1 Formal Channels of Communication -- 2.4.2 Authority Structure -- 2.4.3 Job Specialisation -- 2.4.4 Information Ownership -- 2.5 Styles of Communicators -- 2.5.1 Analytical Style of Communicator -- 2.5.2 Driver Style of Communicator -- 2.5.3 Expressive Style of Communicator -- 2.5.4 Amiable Style of Communicator -- 2.6 Communication Process

2.6.1 Sender -- 2.6.2 Encoding -- 2.6.3 Message -- 2.6.3.1 Verbal Communication -- 2.6.3.2 Written Communication -- 2.6.3.3 Non-verbal Communication -- 2.6.4 Communication Channels and Media -- 2.6.5 Communication in Organisations -- 2.6.5.1 Top-Down Channels -- 2.6.5.2 Bottom-Up Channels -- 2.6.5.3 Horizontal Channels -- 2.6.5.4 Informal Channels -- 2.6.5.5 External Networking -- 2.6.6 Receiver -- 2.6.6.1 Listening and Understanding -- 2.6.6.2 Active Listening -- 2.6.6.3 Perception -- 2.6.6.4 Perceptual Preferences -- 2.6.7 Decoding the Message -- 2.7 Seven C's of Communication

2.8 Barriers to Effective Communication -- 2.8.1 Organisational Barriers -- 2.8.2 Cultural Barriers -- 2.8.3 Physical Barriers -- 2.8.4 Semantic Barriers -- 2.8.5 Socio-Psychological Barriers -- 2.9 How to Overcome Communication Barriers -- 2.10 How to Improve the Effectiveness of Conversations -- 2.11 Communication Skills -- 2.12 Manager's Role in Communication -- 2.13 Communicating Quality, Environmental and Food Safety Issues -- 2.13.1 Internal Communication -- 2.13.1.1 Quality Issues -- 2.13.1.2 Environmental Issues -- 2.13.1.3 Food Safety Issues -- 2.13.2 External Communication -- 2.13.2.1 Quality Issues.

Integrating Business Management Processes: Volume 2: Support and Assurance Processes (978-0-367-48548-1) Shelving Guide: Business & Management The backbone of any organisation is its management system. It must reflect the needs of the organisation and the requirements of its customers. Compliance with legal requirements and ethical environmental practices contributes towards the sustainability of the management system. Whatever the state of maturity of the management, this book, one of three, provides useful guidance to design, implement, maintain and improve its effectiveness. This volume provides a comprehensive coverage of the key support and assurance processes. Topics include document control, communication, marketing, information systems and technology, human resource management, training and development, customer relations management, financial management and measurement and analysis to name a few. This book, with its series of examples and procedures, shows how organisations can benefit from satisfying customer requirement and the requirements of ISO standards to gain entry into lucrative markets. Titus De Silva is a consultant in management skills development, pharmacy practice, quality management and food safety and an advisor to the newly established National Medicines Regulatory Authority (NMRA) in Sri Lanka.

OCLC-licensed vendor bibliographic record.