Customer Focus Research Articles

Multitasking competency development based on environmental capital at PT. PLN. Persero

PT. PLN Persero had vertically integrated business processes from upstream to downstream, and with the existence of several levels/levels of office, the appropriate competency model is the multiple competency model. Based on the choice of multiple competency models, in general, PT. PLN Persero competency needs are divided into main competencies, role competencies (soft competencies) and field competencies (hard competencies). Multitasking competence was a competency requirement for all position formations at PLN. derived from the vision, mission and corporate values. This study aimed to identify the development of environmental capital-based multitasking competence at PT. PLN Persero. This research was a descriptive study with a qualitative approach combined with a systematic literature review method. The results of the study concluded that the development of environmental capital-based multitasking competence at PT. PLN Persero identified 4 main competencies in PT. PLN Persero, namely achievement orientation, building trust, continuous learning, and customer focus. These four main competencies were identified based on the vision and mission of PT. PLN Persero and 4 corporate values. The preparation of this multitasking competence has taken into account the business scope of PT. PLN Persero based on environmental capital.

Identifying supply chain manager leadership skills and competencies gaps in Malaysia

PurposeIn recent years, technology diffusion, globalization and the Internet revolution have accelerated the growth of online transactions and altered corporate operations systems. The emergence of computer technology and the Internet have changed the way businesses work. The purpose of this study is to find and identify any common patterns in the logistics and supply chain industries for job requirements using job posting content in Malaysia.Design/methodology/approachThis study provides an exploratory assessment of the employability skill set required using online job posting advertisements. Online job posting advertising, also known as e-recruiting, is one field that has been significantly influenced by information technology. In addition, the current Covid-19 outbreak has created a new need for a long-term contactless talent acquisition process in the organization's operating systems.FindingsBased on this study's findings, the top ten skills required by employers for logistics and supply chain positions are (1) supply chain analytics, (2) technological aptitude, (3) teamwork skills, (4) customer focus, (5) leadership skills, (6) interpersonal skills, (7) people skills, (8) creativity and resilience, (9) demand and supply forecasting ability, and (10) project management skills. Overall, the findings provide a road map for practitioners and academics interested in developing supply chain managers' necessary skills and competencies to manage current and future supply networks. It also allows companies to adjust their supply chain management hiring, training and retention methods.Originality/valueAlthough the study was done in Malaysia, the supply chain skills and competencies stated in this study, as well as their categorization, can be applied in other developing countries.

Customer Focus as a Critical Success Factors for Business Process Re-engineering to Achieve Academic Performance. A Case of Higher Education Institutions in Kinshasa, Democratic Republic of Congo (DRC)

In this study, the authors are proposing an innovative business process re-engineering improvement strategy by adopting, adapting and focusing on customers (students as the primary customers of higher education) concept to improve their quality of education and achieve academic performance. The research aims to investigate the influence of customer focus (student) variables on academic performance. Customer focus is one of the components of BPR and administrative process at higher education. The study uses BPR as Business strategic management approach to be applied in educational sector to enhance performance. The findings reveal a complex interplay of factors influencing academic performance within higher education institutions in Kinshasa, DRC. While certain aspects, such as orientation processes and the Ministry of Education’s selection process, were positively regarded, there is room for improvement in other areas, particularly in considering academic performance during admission and addressing non-academic factors that can ameliorate students’ performance. The findings can inform various stakeholders to design policies that enhance academic performance by adopting a more customer focus (student oriented) approach, while also addressing socio-economic issues and other non-academic factors preventing students’ performance.

Improving Quality and Operational Performance of Service Organizations: An Empirical Analysis Using Repeated Cross-Sectional Data of U.S. Firms

Research in quality management has provided new insights and directions on how to incorporate quality principles into organizational, operational, and policy decisions. However, most research into quality management has focused on manufacturing firms, which differ from service organizations in their structural and organizational characteristics, thus limiting the value of the findings for service organizations and highlighting the need for further research to assess quality practices in service organizations. In addition, whether quality management practices can provide sustainable quality results for service organizations is overlooked in the literature, primarily due to the lack of availability of reliable and valid data. This had led to inconsistent research findings, which limits theory development and managerial relevance of quality management for service organizations. Building upon the contingency theory of quality management, we examine the determinants of quality results in service organizations and determine the magnitude of the impacts of quality excellence programs on customer satisfaction and operational results in service organizations on a more detailed level. We use repeated cross-sectional data of 16 years from the Baldrige Quality Award program. The results show that information, analysis, and knowledge management is a significant predictor of quality and operational results, and management of process quality and human resource (HR) management significantly influence customer focus and satisfaction, controlling for the firms’ year. We also find that HR management has the strongest impact on customer focus and satisfaction in service organizations, followed by the management of process quality. In addition, the quality and operational improvements resulting from quality management implementation diminish over time in service enterprises. This article provides insights for service organizations and policymakers to enhance service quality and operational performance in service organizations.

ОБЗОР МАРКЕТИНГОВЫХ СТРАТЕГИЙ: АНАЛИЗ, ПОДХОДЫ И МЕТОДЫ КОМПАНИЙ В ДОСТИЖЕНИИ МАРКЕТИНГОВЫХ ЦЕЛЕЙ И УДОВЛЕТВОРЕНИИ КЛИЕНТСКИХ ПОТРЕБНОСТЕЙ

The article examines the influence of marketing strategies on business performance and scalability. Approaches in marketing are considered: market research, segmentation, marketing mixes and a customer-oriented approach. The role of marketing is revealed as an integral element of the business environment in conditions of growing competition and changing market requirements. Methods for achieving marketing goals and customer satisfaction are described, such as market research, segmentation, product positioning and the use of modern technologies. It is substantiated that the effectiveness of companies’ application of optimal marketing strategies and methods helps to increase the level of satisfaction with products or services, quality of service, business capitalization and competitiveness in the market. Strategies including market segmentation, pricing, promotion, service improvement and the influence of factors on customer focus and business performance are summarized. The focus of approaches and methods for developing and implementing marketing strategies, achieving specific company goals and meeting customer needs through the use of digital technologies, data analytics and innovative updating of strategies in accordance with market trends has been identified.

Customer Focus as a Tool for Improving Business Efficiency in the Architecture and Construction Industry

Customer Focus as a Tool for Improving Business Efficiency in the Architecture and Construction Industry

Delivering Agile Marketing Projects: A View from Practice

Successful marketing projects are vital to most organisations to ensure their survival. The paper advocates an 'agile approach' in creating effective marketing initiatives. It underscores the necessity of clearly defined objectives and internal efficiency, addressing power issues for optimal resource allocation. Brand definition, understanding the customer base through profiling, and implementing a differentiated, segmented approach are crucial aspects. The paper recommends data gathering for analysis and leveraging technology to support these projects, all encapsulated within the 'agile approach.' The research methodology involved a survey of literature, complemented by a semi-structured group interview with experienced UK-based marketing professionals. Inductive analysis was applied to the gathered data, extracting principal themes. The outcome of this research proposes a framework for delivering 'Agile marketing projects' based on a project management 'learning' model. This structured approach contributes valuable insights for organizations seeking success in their marketing endeavors. Keywords: Marketing project, Agile approach, SMART objectives, Brand definition, Customer focus, Market segmentation, Leveraging technology

A Comparative Assessment of Quality Management Practices in Manufacturing Firms and Service Firms: A Repeated Cross-Sectional Analysis

There are significant structural differences between the manufacturing and service sectors at the firm level, but quality management research has not yet identified similarities or differences in the quality management practices of these two sectors. This study examined 15 years of repeated cross-sectional data for manufacturing firms and service firms that applied to the Malcolm Baldrige National Quality Award between 1991 and 2006. Based on contingency theory, we looked for differences between manufacturing firms and service firms in their implementation of quality management. More specifically, we looked for differences between the two sectors in scores on the Baldrige criteria, using 351 observations from both industry sectors. We found significant differences between manufacturing firms and service firms in two quality management practices: <italic xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">human resource development and management</i> , and <italic xmlns:mml="http://www.w3.org/1998/Math/MathML" xmlns:xlink="http://www.w3.org/1999/xlink">customer focus and satisfaction</i> . We also found significant differences between manufacturing firms and service firms in the relationship between the Baldrige criteria and organizational quality outcomes.

A Comprehensive Study on Life Insurance at ICICI Prudential Life Insurance: Insights into Customer Perceptions and Industry Dynamics

This research endeavors to conduct an in-depth examination of life insurance offerings at ICICI Prudential Life Insurance, a prominent player in the insurance industry. With life insurance being a critical component of financial planning, this study aims to explore customer perceptions, satisfaction levels, and industry dynamics to provide a comprehensive understanding of ICICI Prudential's position in the market. Utilizing a mixed-methods approach, this research combines qualitative insights gathered through customer interviews and focus group discussions with quantitative surveys to analyze and compare various aspects of life insurance offerings at ICICI Prudential. The qualitative aspect seeks to uncover nuanced perspectives on customer experiences, while quantitative analysis aims to identify trends, correlations, and statistical significance. The study will explore the range of life insurance products offered by ICICI Prudential, including term insurance, endowment plans, and unit-linked insurance plans (ULIPs). It will assess customer satisfaction levels regarding policy features, premium affordability, claim settlement processes, and overall service quality. Furthermore, the research will investigate industry dynamics, including market trends, regulatory influences, and competitive positioning, to provide a holistic view of ICICI Prudential Life Insurance within the broader insurance landscape. The findings from this research are expected to offer valuable insights for insurance professionals, policymakers, and customers alike. By understanding customer perceptions and industry dynamics, ICICI Prudential can refine its strategies, enhance customer satisfaction, and contribute to the ongoing development of the life insurance sector. This study serves as a foundation for informed decision-making and future research within the realm of life insurance at ICICI Prudential Life Insurance.

How customer relationship management and social media business profiles drive customer retention of MSMEs

This study examines the impact of customer relationship management (CRM) practices and social media marketing (SMM) activities on customer retention among MSMEs in Aceh. It considers the dual role of social media in relationship management (CRM) and business engagement (SMM). Recognizing the widespread use of social media, the study explores different stages of its adoption and utilization in business. A formalized social media business profile is used as the moderating variable, defined by a firm's formal allocation of responsibility, outsourcing, funding, governance of social media, and broader changes to structure, processes, leadership, training, and culture. Data was collected from 565 MSMEs using questionnaires and analyzed with partial least squares structural equation modeling (PLS-SEM) and multi-group analysis. The results demonstrated a high predictive power of the model on customer retention. Within CRM, the findings indicated a significant difference in the effect of key customer focus on customer retention, with higher effects observed in MSMEs that do not formalize their social media business profiles. Additionally, technology-based CRM showed significantly higher effects on customer retention for those who formalize their social media profiles. Within SMM, the study revealed significant differences in the effects of customization and trendiness on customer retention, both of which were more pronounced in MSMEs without formalized social media profiles. Furthermore, word-of-mouth had a significantly higher impact on customer retention for MSMEs with formalized social media profiles. This research contributes theoretically by developing an integrated framework that identifies how key customer focus, CRM organization, knowledge management, technology-based CRM, customization, entertainment, interaction, trendiness, and word-of-mouth influence customer retention. It also explores the moderating effects of formalized social media business profiles on CRM practices and SMM activities within MSMEs.

Formation of principles of a customer-oriented approach by transport enterprises in conditions of sustainable development

The article examines the content and process of forming the principles of a customer-oriented approach to the management of transport enterprises in the context of sustainable development. The author’s definition of the concept of “principles of a customer-oriented approach to the management of transport enterprises” is given on the basis of its understanding as strategic and tactical areas of activity aimed at maximizing the satisfaction of customers’ needs and expectations through the use of digital technologies and innovative approaches. The key principles of a customer-oriented approach to managing transport enterprises in the context of sustainable development are developed, among which the following are highlighted: understanding customer needs; personalization of service; interaction at all stages; digital transformation of processes; data analysis and forecasting; creation of a digital environment; training and development of personnel; culture of service and open communication; continuous analysis and improvement; focus on the sustainability of relations, etc. The author’s own model of digital transformation of transport enterprises using the principles of a customer-oriented approach is proposed. A generalized characterization and impact on the processes of customer focus of individual digital technologies for managing customer relations of transport enterprises is presented.

ЕДИНАЯ КАДРОВАЯ СЛУЖБА И ЦЕНТРАЛИЗАЦИЯ КАДРОВЫХ ФУНКЦИЙ В ОРГАНАХ ГОСУДАРСТВЕННОЙ ВЛАСТИ СУБЪЕКТОВ РОССИЙСКОЙ ФЕДЕРАЦИИ

The professional community has actively discussed the feasibility of centralizing personnel functions and creating a unified personnel service for executive authorities of the Russian Federation's constituent entities for more than 5 years. More than 20 constituent entities of the Russian Federation have already taken real steps in this direction and have received a positive effect from centralization. The subject of the study is the practice of centralizing personnel functions and the experience of forming unified personnel services in the constituent entities of the Russian Federation using the example of the Tula and Voronezh regions. The purpose of the study is to analyze the results and assess the feasibility of introducing centralization of personnel work/personnel functions in public authorities of the constituent entities of the Russian Federation. The relevance of the study is due to the need to find an effective organizational model of personnel management in the state civil service in the constituent entities of the Russian Federation, ensuring the efficiency and customer focus of personnel processes, as well as taking into account regional characteristics. The scientific novelty of the research lies in the identification and substantiation of organizational mechanisms for the centralization of personnel work, and the conditions for their implementation: the possibility of using a unified information system, introducing uniform standards of the personnel cycle, etc. The need for centralization of personnel functions is argued as a strategic direction for the development of the state civil service of the constituent entities of the Russian Federation. The research used survey methods, questionnaires, comparative analysis, content analysis, modeling, and studying best HR practices. Based on the results of the paper, goals, requirements for the centralization of personnel functions, and expected efficiency were determined. The materials of the article will be useful to personnel services of regional executive authorities for understanding the importance and necessity of centralization for solving a significant set of problems: from increasing the level of methodological support for personnel work, reducing unproductive losses, increasing the professional level of personnel and solving priority problems in the field of effective personnel management.

ENHANCING THE PROFESSIONALISM OF CIVIL SERVANTS: THE EXPERIENCE OF THE OECD COUNTRIES

Professionalization of official activities is an important link in the process of strengthening the public service and increasing customer focus in relations between the public and private sectors. Time dictates higher demands on the professional and personal qualities of managers and ordinary employees of gov-ernment agencies. Communication skills, flexibility in decision making, and analytical skills come to the fore. The aim of this article is to study the experience of OECD countries in this area, the main trends in the training and retraining of officials, with the development of recommendations for improving ap-proaches to the professionalization of the state apparatus in Kazakhstan. The study examines and sum-marizes cases from countries such as the UK, USA, Canada, Japan, France, Lithuania, and Australia. In addition to the educational component, the policy of civil servants professionalization within the OECD countries is based on the meritocracy principles, gender equality, and continuous improvement of skills. Overall, the core principles for improving public service in OECD countries are professional, strategic and innovative. The paper concludes with recommendations aimed at advancing the professionalization of Kazakhstan’s state apparatus, drawing on current practices and lessons learned from international best practices.

Linking Customer Focus and Competitive Advantage: The Mediation of Transformational Leadership

Purpose: The empirical studies that have been conducted to determine the nature of the relationship between customer focus and competitive advantage have revealed that customer focus fosters competitive advantage; however, none of the studies attempted to include a contingency variable to gain more insight into the nature of this relationship. To fill this gap, this study was carried out in order to further investigate this link by introducing 'transformational leadership' as a contingency variable. &#x0D; Study design/methodology/approach: The study adopted a quantitative research approach with sample data collected from management employees from TAZARA. Validity, reliability and model fit were tested using factor analysis, principal component analysis and regression analysis in Jamovi software.&#x0D; Findings: The results show that there is a positive and significant relationship between customer focus and competitive advantage, and between transformational leadership and competitive advantage. Transformational leadership was found to partially mediate the relationship between customer focus and competitive advantage.&#x0D; Originality/value: This was the first study to empirically test the mediating effect of transformational leadership on customer focus and competitive advantage. As organisations relentlessly seek to gain and maintain competitive advantage through customer focus, their leaders require a transformational leadership style to ensure success. Replication of this study in other sectors is strongly recommended, with future studies also recommended to include other moderating and/or mediating variables.

STRATEGIC MANAGEMENT OF PUBLIC SERVICE PERSONNEL IN THE CONTEXT OF EUROPEAN INTEGRATION

The article is devoted to the study of strategic aspects of human resources management in the context of European integration. The study focuses on innovative approaches to human resources management that will help to increase its efficiency and compliance with European standards. In particular, the need for staff development and the introduction of digital technologies in HR is discussed. The key aspects of HRM standards in the public service in the European Union that can be revealed through the career model, gender approach and their integration into policies and programs are considered. The paper notes that Ukraine, as a candidate for EU accession, should implement European standards of public administration. In particular, this means that Ukrainian civil servants must understand the approaches and procedures of the EU supranational bodies, have in-depth knowledge of EU law in their field, and manage the full cycle of its implementation - analyze inconsistencies, develop changes with an impact assessment, consult with key stakeholders, develop the necessary legislation, apply project management for its implementation after adoption, and assess its impact during implementation. Among the hard skills for Ukrainian civil servants, knowledge of English and other EU languages is important, and among the soft skills, it is important to have a "customer focus" in their professional activities. The article notes that the public service HR management strategy should be developed on the basis of the public service strategy, taking into account the analysis of the current situation, when formulating the objectives of HR policy and specific measures and recommendations of experts. This process is cyclical and dynamic, since the HRM strategy should be in line with changes in policy, legislation and social requirements. The article determines that European standards of HR management in the public service may differ from Ukrainian standards in terms of the level of professional training and development of personnel, their ethical behavior, transparency and openness of procedures, as well as the system of evaluation and incentives.

Customer Relationship Management. Websites Analysis of the Top Ten Consumer Goods Companies

Abstract Customer relationship management (CRM) became one of the marketing practices that is assumed to bring success to companies in recent years. Therefore, the present research aims to identify the level of development of CRM in the top ten consumer goods companies as ranked at world level in 2021. Different models describe components of the CRM and the present research uses the theoretical framework proposed by Sin et al. (2005) that comprises four CRM dimensions: key customer focus, CRM organization, knowledge management and technology-based CRM. The methodology employed includes documentary research based on the public information available on the websites of the selected companies. Two types of analyses are conducted, descriptive analysis and comparative analysis. On overall, the dimension that is the most visible is the key customer focus, while the dimension that is the least visible is CRM organization. The results reveal that CRM is present in all top ten companies, but at different levels of development. US companies are more oriented towards CRM than companies originating from other countries. Companies that have a more developed CRM act in the direction of all four CRM dimensions.

Building Santri Loyalty Through Total Quality Service in Pesantren

The measurement of a good educational service is currently measured by the satisfaction and loyalty of its students. Therefore, Total Quality Service (TQS) is an appropriate quality management concept that can be applied in educational institutions, especially Islamic boarding school educational institutions, so as to build student loyalty. The writing of this scientific paper has a significant goal in building student loyalty so that they continue to be regular customers in using the services of educational institutions from year to year through Total Quality Service at Nurul Qadim Islamic boarding school. Thus, this research focuses on TQS in the context of improving human resources (HR) educators. The approach taken in this research is a qualitative approach with the type of case study. In collecting data, researchers use observation and interview techniques. The results of this study show that building student loyalty through the application of TQS in the context of improving the human resources of educators is carried out using 5 TQS focus areas, namely; customer focus, total engagement, measurement, systematic support, and continuous improvement using the PDCA cycle model, also includes new programs as a form of support from the institution in building students' love for the books of Salaf. And the findings in the field show that student satisfaction is created when they feel happy and comfortable with the services they get, so that students become more loyal in using the services of educational institutions in Islamic boarding schools continuously.

О стратегической компетентности специалистов в контексте успешности профессиональной деятельности

One of the types of professional competence that ensures the success and quality of professional activity of specialists today is strategic competence. Strategic competence is considered in two interrelated main aspects. In the first aspect, strategic professional competence implies intellectual activity aimed at identifying and select-ing new, effective strategic actions that ensure the success and effectiveness of activities, achieving competi-tive advantages of the organization. In the second aspect, strategic competence is considered as a key compo-nent in the framework of communication in the performance of professional activities and communication, and here such professional and personal competencies as communicative potential, readiness for professional interpersonal interaction, focus on creating relationships for the formation of a friendly community on a profes-sional basis, personal influence, positive self-image and self-esteem are important, high level of social (emo-tional) intelligence, customer focus in the state and in business (client-centricity). In modern conditions of socie-ty’s development, strategic competence is a professional new formation, thanks to which the selection of the necessary communicative strategies is carried out, in accordance with the goals and objectives of professional activity.

Implementation Malcom Baldrige for Business MSME Sandals in Wedoro Village

The purpose of this study is to determine the application of Malcom Baldrige to sandals MSME business in Wedoro village. The method used in this research is a qualitative method based on a phenomenal approach, and is research based on subjective experiences experienced by individuals and logical phenomena. Malcolm Baldrige is a way to comprehensively improve an organization's performance by providing feedback on the organization's overall performance in delivering quality products and services. Malcom Baldrige has criteria (Leadership, Strategic Planning, Customer Focus, Measurement, Analytics, Knowledge Management, Employee Focus, Operations and Performance Focus). In this case, leadership is critical to achieving these seven criteria, as demonstrated by Malcolm Baldrige is top score in his performance evaluation. However, it is not yet clear how Malcolm Baldrige's other six criteria influence leadership. This study is based on the results of interviews and surveys conducted in one of his Sandal MSME is in Wedoro village.

The Interplay Between Supplier Management Practices and Customer Satisfaction: An Empirical Investigation of the Banking Industry in a Developing Country

The study aims to investigate the interplay among supplier quality management (SQM), supplier relationship practices (SRP), process management (PRM), and customer focus (CF) within the value chain of the banking industry in a developing country perspective and to identify how these factors influence customer satisfaction (CS). Empirical data have been collected through a structured questionnaire from 463 bank employees of a developing country using a nonprobability convenience sampling strategy. The study employs a structural equation modeling approach to analyze the relationship between endogenous and exogenous variables. The study finds that SRP, PRM, and CF have a significant positive influence over CS. It also highlights that SQM has a significant positive relationship with the SRP and PRM. The study reveals that PRM mediates the relationship partially between SQM & CF and SQM & CS. Further, CF mediates the relationship partially between PRM and CS, while SRP mediates the relationship partially between SQM and CS. The findings of this research provide valuable insight into the stakeholders associated with the banking sector and policymakers regarding the importance of supplier management practices, particularly enabling the banks of emerging economies to understand the influence of SQM and SRP on guiding PRM, CF, and CS. The study only focuses on one developing country perspective and one specific industry, which may limit the generalizability of the findings to other contexts. Future research could expand the scope to include multiple developing countries and industries to validate the findings and investigate the moderating effect of contextual factors on the relationships between SQM, SRP, PRM, CF, and CS.