Implications of Human Resource Management †Free Sample

Question - The influence that customers have on business activity has increased in recent years. What HRM implications does this have for workers and managers? Answer - Customers are source of income for most of the many firms. In order to succeed in the complex market, the organization majorly focuses on the customers so that they can survive in the global market. Therefore, in order to develop sustainable success, companies try to satisfy them through their products or services and builds long term benefits in order to maintain their profit level (Victorino and Bolinger, 2012). On the other hand, many companies employ customer relationship management, collects information regarding consumers by data driven marketing process so that better marketing strategy can be build and more effort can be extracted from the sales force (Hyeong Yu Jang, 2012). The business activity of an organization can be largely impacted if the customers are not satisfied with their service or product. As a result, company may suffer loss or they might lose their market shares. Apart from that, many firms therefore, try to build continuous rapport for the customers so that t he customers can be loyal to their product or brand. The growing competition and entries of many small firms can make difficult for the company to hold the customer for longer period of time and serve them (Poddar and Madupalli, 2012). On the other hand, the customer has great influence on the business activity of the firms. Therefore, it makes the company to have a better organizational system so that they can provide better and quality service to consumers. The firms strategize all their activities by making the customers center point. The company can provide training to their employees so that the knowledge and servicing skills can be enhanced (Lynch, 2012). The workers are provided on and off the field training so that consumers behavior can be understood and their requirement can be made accordingly. Apart from that, the managers of the company can have huge pressure to recruit the people that can be capable to deliver superior service to consumers and also increasing the quality of production and product (Finn, 2011). Therefore, it is big task for the companies to design their business activity according to the customer desire and requirements. For instance, the growing concern of the customers towards health y food in recent years has made ALDI to remove the goods that are heavily saturated in terms of fat and containing high percentage of sugar. Therefore, ALDI has ordered their workers to decrease the amount of fat from the production and allowed managers to guide the workers and design the strategies in order to attract the customers (Centre, 2015). In other example relating to Yorkshire Electricity shows in order to provide quality and timely service to their customers adopted different strategy. The company provided training to their workers and build new working practices for educating and training the workers so that Total Quality Performance environment can be formed. On the other hand, the manager of the company formed a research team in order to know the customers perception towards the company so that better customer service can be provided (Summitskills.org.uk, 2015). Therefore, it can be said that today companies gives first preference to the customers in order to survive i n the competitive market. Reference List Centre, I. (2015). Aldi: The German Wal-Mart?| Strategy Case Study - Competitive Strategy Case Study. Ibscdc.org. Finn, A. (2011). Customer Delight: Distinct Construct or Zone of Nonlinear Response to Customer Satisfaction?. Journal Of Service Research, 15(1), 99-110. doi:10.1177/1094670511425698 Hyeong Yu Jang,. (2012). The Effects of Service Qualities on Customer Satisfaction and the Moderating Effects of Customer Involvement and Customer Delight in Sports Center. Jounalofkoreaservicemanagementsociety, 13(1), 107-132. doi:10.15706/jksms.2012.13.1.005 Lynch, W. (2012). Enhance Customer Service With Technology and Collaboration. OPF, 38(11), 20-21. doi:10.5991/opf.2012.38.0070 Poddar, A., and Madupalli, R. (2012). Problematic customers and turnover intentions of customer service employees. Journal Of Services Marketing, 26(7), 551-559. doi:10.1108/08876041211266512 Summitskills.org.uk,. (2015). North East Yorkshire Humber Case Studies. Victorino, L., and Bolinger, A. (2012). Scripting Employees: An Exploratory Analysis of Customer Perceptions. Cornell Hospitality Quarterly, 53(3), 196-206. doi:10.1177/1938965512443347