مقاله انگلیسی Human Resource Management and Customer Relationship Management HRM

 


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
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