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مقاله انگلیسی Human Resource Management and Customer Relationship Management HRM
نویسنده : سلام دشتی - ساعت ٢:٤۱ ‎ق.ظ روز ۱۳۸۸/۱/۱۳
 

 


There is a close relationship between. Human Resource Management and Customer Relation ship Management. (HRM & CRM) in every organization or in enterprise.


The CRM and increasing it depends on employee's morals and efficiency.

If we have a good HRM system, we can strongly improve our CRM.

In CRM or in any enterprise the main part is customer, we should satisfy them, so we should develop our HRM and Human Resource strategies.

we know the necessity of these, we know all the time we should emphasize on the humanistic materials such as, motivation, recruitment, payment, promotion and, etc.

or the steps in CRM process that we should apply for having fixed and loyal customers or having a strong relation with our customers that they trust us, but how can we do this Well?

We can provide some indicators that help you in managing your position, we are going to mention you one of them which called COPS checklist.


 


INTRODUCTION: 

 

COPS: is abbreviation which is stand as the first letters of: 

Culture, Organization, People, System

This is kind of checklist that helps us when there are some warning indicators in our work place.

with this checklist we are going to manage our position to solve the problems that we are in, and move to grate position. then control reciprocal relationship between Customer Relationship Management (CRM)and Human Resource Management.(HRM).





 

Human Resource Management

 and

Customer Relationship Management 


HRM & CRM

 

Mohammad Reza Noruzi

 

mr.noruzi@yahoo.com 




ABSTRACT: 


There is a close relationship between. Human Resource Management and Customer Relation ship Management. (HRM & CRM) in every organization or in enterprise.


The CRM and increasing it depends on employee's morals and efficiency.

If we have a good HRM system, we can strongly improve our CRM.

In CRM or in any enterprise the main part is customer, we should satisfy them, so we should develop our HRM and Human Resource strategies.

we know the necessity of these, we know all the time we should emphasize on the humanistic materials such as, motivation, recruitment, payment, promotion and, etc.

or the steps in CRM process that we should apply for having fixed and loyal customers or having a strong relation with our customers that they trust us, but how can we do this Well?

We can provide some indicators that help you in managing your position, we are going to mention you one of them which called COPS checklist.



 


INTRODUCTION: 

 

COPS: is abbreviation which is stand as the first letters of: 

Culture, Organization, People, System

This is kind of checklist that helps us when there are some warning indicators in our work place.

with this checklist we are going to manage our position to solve the problems that we are in, and move to grate position. then control reciprocal relationship between Customer Relationship Management (CRM)and Human Resource Management.(HRM).




DESCRIPTION: 

 

HRM systems diagnostic checklists.

The following check-lists present some questions which may prove helpful for you to think about when planning your development programs for human resources (your people) in your organization for developing CRM.

Use them to provoke thought and to stimulate discussion. Consult with others in your organization. They will help you to identify the critical human resource issues facing your organization.

The aim is to begin to explore how a considered and planned approach to people management can improve business performance in CRM process, to the benefit of all.

It will, via your team members responses identify critical issues they perceive as important. These issues may be at odds with your own perceptions and analysis and therefore any such discrepancy will need to be addressed.

Here, there are some indicators and factors that will show you think deeply a bout your enterprise or organization.

When these factors are true about your organization, enterprise, or any work place.

You should do your best. Here are some indicators:

 

Warning Indicators:

 

Your organization is more than likely in trouble if any of the following holds true:

  • chronic industrial relations problems

  • no means of resolving employee grievances

  • increasing / erratic employee turnover

  • increasing number of customer complaints

  • no pride in the organization

  • inter-group conflicts

  • no career paths for ambitious talented employees

  • dissatisfaction with pay and conditions

  • unclear job roles

  • no clear performance measures

  • quality is unimportant

  • bad product service / delivery records

  • poor recruitment standards / practices

  • no management development programs

  • no induction training for new employees

  • critical skill shortages

  • inter-departmental conflict

  • you do not know if any of the above are applicable

  • you ignore any of the above

Please be careful in this time, you should consult with CRM consulters and specialists and invite them to help you on the recent problems.

After you understand that you changed from your first goals, you need to pay more attention on Human Resource Management quickly and timely; you should obey from strategies that help quickly and timely to change your work place to appropriate situation. One is C.O.PS checklist.

Culture, Organization, People, Systems (COPS), checklist

Culture

  • Do your staff identify with the organization and 'the success of the organization' as being of direct benefit to themselves?

  • Do your staff see themselves as having common interests with their work colleagues and group? Is there a strong team spirit?

  • Is work allocated on the basis of individual expertise rather than position in the organization?

  • Are there sufficient skills / power bases in the organization?

  • Are there appropriate leadership skills within the organization?

  • Are your staff encouraged to say what they think about the organization?

  • Does your organization encourage innovation and creativity among staff?

  • Do your staff feel a sense of personal responsibility for their work?

  • Is quality emphasized in all aspects of the organization?

Organization

  • Does the structure of your organization encourage effective performance?

  • Is the organization structure flexible in the face of changing demands?

  • Is the structure too complex? If so in what areas?

  • Do your staff have clear roles and responsibilities?

  • Does your organization structure tend to push problems up rather than resolve them at the point where they occur?

  • Do your procedures and management practices facilitate the accomplishment of tasks?

  • Do you constantly seek to challenge your organization structure?

People

  • Do your staff have the necessary skills and knowledge to perform their jobs in the most effective manner?
  • Do your staff understand their jobs and how they contribute to overall business performance i.e. have clear goals and objectives?
  • Do your staff have a customer service orientation?
  • Are people with potential spotted and developed for the future?
  • Are your staff encouraged to perform well through the giving of recognition, feedback, etc.?
  • Do your people know what their expected performance standards are?

Systems

  • Do your organization's systems (e.g. employee selection and recruitment, promotion, planning, management, information and control) encourage effective performance among your staff?
  • Are these systems consistent across the organization?
  • Are there clear rewards for effective performance within your work group?
  • Does the organization review its systems frequently and ensure they mutually support each other?

RESULTS AND CONCLUTIONS:

 

In this paper we mentioned you the importance of Human Resource factors with customer Relationship. we should apply these and pay more attention ,because if we want to be powerful in every business ,we should satisfy our customers. To satisfy customers we should satisfy our employees. Because they are dependent on each others.

 

 

 

REFRENCES:

 

1. Management Global Prespective, Harold Koontz and Heinz.Weihrich.tenth edition.MC .G. Hill 2005

2. Richard L.Daft.Organizational Theories.2004 

3. Human Resource Management Dr.E.Saadat.2005.

4. An introduction to CRM. Daniel & Martin. Mar 2004.

5. International Management, Arvind.Phatak, Babis.Bahaghat, Roger J Kashlak.MC.G.HillSecond edition.2005

6. Human Resource Management.Rey mond A.Noe, John.R.Hollenbeck.Bary.Hant MC.G.Hill.Second edition.2005. 

7. Accel team, Human Resource Management (HRM), employee motivation 2005.

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