AN ASSESSMENT OF LEAN AND AGILE CUSTOMER SATISFACTION IN HUMAN RESOURCES MANAGEMENT

Abstract

Abstract. Financial sector organizations with Human Resources division face with change. Competition, globalization, constantly evolves consumer preferences, these factors are challenges for most of financial organizations in Human Resources Management. Combination with traditional business risks and economy lifecycles are the main reason why financial sector institutions are forced to use Lean and Agile Methods. Customer satisfaction and efficiency play an important role in this tough competition in modern business sector. Lean, Agile or Lean Agile strategy aims to achieve long-term objectives such as Human Resources process efficiency and customer satisfaction. The process of worker selection, continuous skill development, improvement, mistake proofing, reconfiguration for new products are discussed from a human-centric factor perspective. Human factor starts to play the main role. It is important to state that correct form of chosen strategy with customer satisfaction achievement have a significant positive influence on Human Resources division in financial sector profitability. Also, it can be considered as an indicator for future profitability and satisfaction index in financial performance. These outcomes are important for both Human Resources managers and decision makers in financial organization. It can be strongly pointed that Human Resources managers and decision makers can take financial institutions e.g. banks level and trend in customer satisfaction to make assumptions on its future efficiency, productivity and marker performance. Companies that adopt Lean and Agile into Human Resources Management give many thoughts to how employees experience the workplace. In some cases, employees are treated as customers. No innovation provides limitation of growth opportunities in financial institutions sector. It is also stated that there is a relationship between customer satisfaction and efficiency in Human Resources in financial organizational with the help of Lean and Agile Methodology.