Summary
Samenvatting ITLB - Mondeling examen - Organisatie beheer en kwaliteitszorg
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ITLB - Mondeling examen - Organisatie beheer en kwaliteitszorg - Vakbekwaamheid van goederenvervoer over de weg.
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Organisatie, beheer en kwaliteitszorg1 Managementproces – sociale vaardigheden ...................................................................... 2
2 Marketing ........................................................................................................................ 3
3 Ondernemingsplanning .................................................................................................... 3
4 Kwaliteitszorg................................................................................................................... 5
5 Samenvatting ................................................................................................................... 5
5.1 Organisatie en beheer van een transportonderneming ...................................................... 5
5.2 Wat is management? ........................................................................................................ 5
5.3 Waarom plannen? ............................................................................................................ 5
5.4 Wat is een ondernemingsplan en wat moet het mijne bevatten? ....................................... 6
5.5 Welke basisstrategie zal ik in mijn transportbedrijf voeren? .............................................. 8
5.6 Hoe maak ik een marketingplan? ...................................................................................... 8
5.7 Hoe geraak ik aan de juiste informatie? ............................................................................ 9
5.8 Mijn marketing actieplan .................................................................................................. 9
5.9 Hoe verkoop ik mijn diensten? ........................................................................................ 10
5.10 Wat moet mijn financieel plan inhouden? ....................................................................... 10
1
, 1 Managementproces – sociale vaardigheden
Belangrijke sociale vaardigheden:
Managementproces.
Management is het behalen van resultaten met mensen.
Cyclus waarin men 5 deelfuncties onderscheidt.
Plannen
Organiseren
Leiding geven
Controleren
Innoveren (nieuwe manieren vinden)
Operationele sturing (sturen = plannen + bijsturen).
Communicatie (telefonische communicatie).
Actief luisteren.
Assertiviteit (je gepast gedragen, respect tonen).
Een beter gesprek voeren (formele gesprekken).
Omgaan met conflicten.
Onderhandelen.
Motiveren (personeel motiveren).
Coachende vaardigheden voor leidinggevenden.
Vergadertechniek (een goed verloop van de vergadering is belangrijk).
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