Internal Clients Research Articles

INFORMS Journal on Applied Analytics Editor’s Statement: A Farewell

<i>INFORMS Journal on Applied Analytics</i> Editor’s Statement: A Farewell

Total Unduplicated Reach and Frequency Optimization at Procter &amp; Gamble

The Procter &amp; Gamble Company (P&amp;G) is a consumer goods corporation that employs over 90,000 people and has operations in roughly 80 countries worldwide. Products in P&amp;G’s 10-category portfolio of products are sold in over 180 countries. The Consumer Research Analytics group at P&amp;G empowers internal clients by using analytics to ensure that the products in P&amp;G’s portfolio of products are not just well received by consumers but become the products of choice for the maximum number of consumers, thereby maximizing P&amp;G’s market share. One of the most frequently used analytical approaches for managing a product line is Total Unduplicated Reach and Frequency analysis. We replaced the previous enumerative approach with integer programming coupled with cuts to the unit hypercube to dramatically speed up the analysis. As a result, P&amp;G achieved higher utilization of its system, improvements to existing products, and more thorough analyses for product line planning and other applications.

Exploring purchasing managers’ influence tactics towards their internal clients: the case of non-production related items

ABSTRACT By focusing on the interface between purchasing managers and internal customers, this research aims at understanding what types of influence tactics purchasing managers use to gain internal client commitment. Using a multiple case study methodology and data from 14 companies, the results show how purchasing managers work within the constraints of their organisational settings, but still manage to make their own choices and create their own spaces in which to do their jobs. The authors identified a set of influence tactics for how to deal with complexity and found soft tactics moderate daily practices and interactions between purchasing managers and internal clients. As opposed to other works, the authors explicitly adopted the perspective of purchasing managers.

Relevância do ensino de finanças no curso de Secretariado Executivo e seu uso no mercado de trabalho

A construção de uma carreira inicia-se no ambiente acadêmico simultaneamente à experiência profissional do discente. O secretário reinventa-se constantemente, é um profissional que está em busca de inovação, é multifuncional, fonte de informações, o primeiro contato entre clientes internos e externos. As finanças estão presentes na rotina secretarial nos mais diversos processos, da simples conferência de um relatório de despesas à organização de um evento com alto budget. Em muitos casos, é o secretário o responsável pela administração de recursos financeiros para pagamento de contas e demais gastos do gestor, ou seja, direta ou indiretamente, o profissional de Secretariado lida com processos financeiros. Entretanto, a área de Finanças ainda não é um tema tão pesquisado no contexto da profissão de Secretariado e, mesmo no âmbito universitário, os alunos possuem pouco contato com disciplinas voltadas a essa área do conhecimento. Portanto, este artigo busca responder qual a percepção dos alunos quanto ao conhecimento adquirido na universidade e o quanto ele pode auxiliar nas oportunidades de trabalho, bem como ser um diferencial curricular. Será que a grade curricular possui disciplinas de Finanças suficientes para as práticas profissionais? Esse questionamento norteou a idealização deste artigo, que pretende contribuir com as pesquisas na área de Secretariado com foco em Finanças. Trata-se de uma pesquisa de natureza descritiva, exploratória e de método quantitativo. Como resultado, tem-se que o profissional de Secretariado percebe a importância do conhecimento em Finanças como forma de agregar e otimizar suas atividades no dia a dia e reconhece que é um diferencial no mercado de trabalho e pode contribuir para seu desenvolvimento pessoal. Contudo, a formação acadêmica possui certas limitações, pois não há um aprofundamento na área de Finanças; seu ensino ainda é introdutório.

Employer branding. Reflexiones en tiempos de pandemia

Analizar cómo el employer branding (EB) puede apoyar a las organizaciones en circunstancias de alta complejidad como una herramienta para promover la reputación de marca desde las acciones centradas en los clientes internos, mientras estos se enfrentan a retos de gran calado garantizando la continuidad de las operaciones, constituye el propósito del estudio. El mismo se justifica por la relevancia de la variable dirigida al recurso intangible más importante de las organizaciones, aún más en tiempos complejos. Metodológicamente presenta un diseño cualitativo e interpretativo, de tipo documental, empleando la técnica del análisis e interpretación de contenidos asumiendo como fuente de información artículos indexados en la base de datos SCOPUS [377 documentos]; a nivel de procedimientos, utiliza técnicas de revisión documental soportado en teóricos entre los que destacan Alcaide &amp; Diez (2019); Viloria, et al. (2019); Slack, Orife &amp; Anderson (2010); Kimpakorn &amp; Tocquer (2009); Dolan, Schuler, Jackson &amp; Valle (2007); Backhaus &amp; Tikoo (2004), entre otros. Las reflexiones finales, evidencian la necesidad de gestionar los momentos de interacción con los clientes internos logrando experiencias positivas en los colaboradores de manera intencionada, aumentar el conocimiento de la plantilla de colaboradores, la reformulación de las estructuras organizacionales apuntando hacia la horizontalización, la transversalización de la gestión del EB. Además, resalta la necesidad de, en tiempos complejos como los devenidos por la declaración de pandemia por COVID-19, apuntalar las mejores estrategias disponibles en la ciencia relacionados con la gestión del talento desde la disciplina del mercadeo.

MODELOS DE GESTIÓN DE LA CALIDAD PARA ORGANIZACIONES EDUCATIVAS

La calidad es una exigencia vigente a nivel mundial en el área de la educación, constituye un indicador fundamental puesto que las instituciones educativas están sujetas a proporcionar un servicio de excelencia, por tanto, necesitan establecer modelos de gestión que le permitan alcanzar dichos niveles. El objetivo del presente artículo es de analizar diferentes modelos de gestión de la calidad que se pueden implementar a la gerencia de organizaciones educativas para la mejora continua y satisfacción de sus partes interesadas. La metodología utilizada en este estudio corresponde al método descriptivo que permitió analizar cinco modelos de gestión de la calidad que orientan y direccionan a los establecimientos educativos sobre procesos de satisfacción y expectativas de los usuarios. Los resultados del presente estudio permitieron establecer que el modelo ISO 21001:2018 posee un enfoque que busca satisfacer al cliente y posibilita la obtención de niveles de eficacia y eficiencia en todas las dimensiones educativas. El análisis de los diferentes modelos de gestión de la calidad, dan pautas para modificar los paradigmas y entender la dinámica de interacción entre sus elementos; reflexionar en la necesidad de realizar una evaluación institucional a los procesos de forma heterogénea desde las prácticas recurrentes de apreciación, hasta las formas de gestión directiva a fin de alcanzar la satisfacción de los clientes internos y externos. Palabras clave: Calidad, modelos de gestión, calidad educativa, instituciones educativas, satisfacción.

Aplicação de indicadores de gestão de tempo para aumento de performance de consultorias

O objetivo do estudo de caso visa descrever a implementação de melhorias na área de back-office, assim viabilizando o aumento da performance na execução de demandas e entregas aos clientes internos e externos de uma empresa de consultoria de pequeno porte localizada em São Paulo, capital. Por meio da aplicação de um plano de ação 5w2h e conceitos da gestão do tempo, juntamente de outras metodologias como mind map para identificação de gargalos e BPA (Business Process Analysis) para modelar fluxos de trabalho existentes e viabilizar melhorias sistêmicas, estabelecendo metas e indicadores para mensurar os ganhos finais da implementação na organização, trabalho implantado e acompanhado durante dois meses. os resultados obtidos durante o trabalho, tais como o aumento em 14% da capacidade de entrega, diminuição em 18% a taxa de retrabalho e 16% de entregas fora do prazo, esclarecem a importância e a viabilidade de aplicações de tais conceitos em áreas que tratem de entregas, assim ressaltando a relevância das melhorias contínuas para a evolução organizacional, estratégica e competitiva no mercado. Os impactos positivos deste trabalho permeiam a organização, o grupo de pesquisa e a instituição onde esse se insere.

Use of mobile technologies for care of internal medicine clients in Nigeria’s premier teaching hospital

Purpose The purpose of this study was to examine how cost, network and technology factors affect the use of mobile technologies for clients’ care in internal medicine department in Nigeria’s premier teaching hospital, the University College Hospital, Ibadan. Design/methodology/approach The study adopted a survey design covering a cross-section of medical doctors, pharmacists, nurses and medical laboratory technologists in the Department of Internal Medicine. A questionnaire guided data collection. Findings There is a high level of consciousness and use of mobile technologies for meeting healthcare needs of internal medicine clients in the University College Hospital, Ibadan and medical practitioners are deploying the technology most. However, there is no similar evidence of consciousness and use of wearable health-care technologies and solutions. The hospital makes some provision for mobile technology support for relevant medical staff and purposes. However, about three in 10 of the respondents reported that they use their own funds to recharge hospital-provided mobile phones means. Research limitations/implications The study focusses only on one institution but the result reflects the situation in other hospitals, University College Hospital, Ibadan, Nigeria being the major supplier of health and medical human resources in the country. Practical implications The hospital requires undertaking institutional assessment of mobile service need and consumption for clients’ care and thereafter make adequate provision to match the need. Furthermore, the institution could work out various forms of collaboration with mobile technology operators in the country to subsidise the cost of the use of telephones for clients’ care as part of their corporate social responsibility. Social implications The institution could work out collaboration with mobile technology operators in the country to subsidise cost of mobile client care as part of the philanthropic and corporate social responsibility of telecom companies. Originality/value This study focusses mainly on internal medicine and has implication for a more proper understanding of adult deployment of mobile phones for client care.

Revision of guidelines in the implementation of inclusive service strategies based on the internal and external customer

The National Development Plan 2017-2021, in addition to the Constitution of Ecuador, raises among some of its objectives, the development of an inclusive, equitable and supportive society. Higher Education Institutions (IES), are immersed in this reality, so they must observe what is established in the legal norms, as well as the great global trends in the provision of services. Therefore, the purpose of this article is to unveil the implementation of inclusive service strategies based on internal and external clients, framed within a documentary and descriptive investigation, within the qualitative paradigm. It is concluded that HEIs must focus on complying with multiple parameters, in order to meet the inclusion objetives set, all this without losing sight of the fact that they are service providers, from human beings to human beings, and for this it is convenient reinforce inclusive service strategies that allow compliance with legal norms, while satisfying the needs of clients, both internal and external, forming a University Community that is tolerant and inclusive.

Mode selection in transportation system: implications of quality function deployment

This article, proposing Quality Function Deployment (QFD) as a product and service design technique, can be used to make decisions. Implementation of the process is done by conceptualizing problems, collecting data, and analyzing and reporting results. In this process, the required product innovation as well as the needs of the employees, as internal organizational clients, are determined. These results are then used to design KPIs that relate to consumer perspectives as well as internal perspectives. This framework is manifested in a diagram called the House of Quality (HOQ). Nevertheless, as a tool developed from practical level, little theoretical and empirical reviews attempt to provide sufficient information to assure the benefits of QFD in the transport context. Therefore, we review the theoretical foundations that can be used to support QFD and present a number of empirical findings from the literature that can be used to evaluate the feasibility of QFD in the selection of modes of transport. Because it is a practical tool, QFD is rarely discussed through theoretical approach. QFD has no theoretical basis at all. However, it is important to support QFD from the relevant theoretical aspects to explain how this system can work in promoting the improvement of product and service quality.

Uloga i značaj marketing menadžera u poslovanju kompanije - primer AD Planinka iz Kuršumlije

Marketing management has undergone numerous changes in its development. The changing environment and internal conflicts have led to an increase in the importance of marketing and the complication of the roles of marketing managers. The original view of marketing as a function that deals with product promotion has grown into a business philosophy that permeates all departments and deals with building long-term relationships with customers. The aim of this paper is to consider the role and importance of marketing managers in companies with reference to AD Planinka from Kuršumlija. The paper will present the evolution of marketing from the founding of the company to the present day with an emphasis on the activities of marketing managers and their connection with internal and external clients. The change in the way of a company's management thinking has resulted in the positioning of marketing as an umbrella function that unites all others and determines the future direction of the company.

Endomarketing as a service quality strategy of Public Health Institutions: A study of user behavior

Procurement for the provision of health services in Ecuador is growing and of vital importance for society. The research objective is to investigate how inadequate endomarkeitng strategies affect the provision of health services in users of public hospitals. The study had theoretical and empirical methods, the approach was quantitative. The research design was correlational. The study population was 96 internal clients. The technique for data collection was the survey whose instrument (questionnaire) is made up of 18 items. The results when performing the seven editions in the mutltivariable linear regression model, with adjusted R squared of each model, were: commitment (50.1 %); remuneration (87 %); work environment (68.8 %); compliance (58.7 %); initiatives (63.9 %); resources (71 %) and service (77.2 %); which indicate the influence on the service provision variable (dependent variable). In other words, by influencing the variation factors, the quality of the service will be superior.

Rol del líder del área de recursos humanos y su influencia en la competitividad de las MIPYMES

Las MIPYMES representan un motor de generación de empleo y desarrollo para el Ecuador, por tal razón siempre se busca implementar nuevas estrategias y lineamientos que mejoren sus niveles de competitividad, y el área de talento humano es una de las claves para el core business y el crecimiento a mediano y largo plazo por el aporte del personal a las actividades de la organización. El presente trabajo de investigación se centra en identificar cuál es el rol del líder de talento humano, sus características personales y profesionales, los conocimientos que debe poseer, los desafíos a los cuales se enfrenta organizacional y personalmente con su equipo de trabajo. A medida que una persona se va desarrollando, define un estilo de liderazgo particular en función de los objetivos organizacionales, y tendrá que adoptar posturas que le permitan motivar al personal que tiene a su cargo, satisfacer las demandas de los clientes internos para mejorar la satisfacción, alinearse con los propietarios y por último auto-motivarse y desafiarse a conquistar nuevos retos. Finalmente, para poder tener un liderazgo pleno y transformador, es importante que los objetivos, procedimientos y las estrategias de toda la compañía sean comunicados de una manera clara, medible y alcanzable.

Total Quality Management Practices and Performance of Commercial Banks in Kilifi Town, Kenya

Any business entity aims at attaining high level of customer satisfaction. The entity always does this by providing quality goods and services. It is crucial that within a firm, all of its internal clients are fulfilled in ensuring that effective satisfaction of external clients is attained. TQM has been presently presented as the means of management that focus in improving an organization’s financial performance by attaining customer needs and quality of product provision. The research primary focused on examining the key impacts of TQM on management and financial performance of Kenya’s banks in Kilifi Town. The study’s objectives were based on establishing the impact of staff involvement, the management commitment, regular improvements and customer focus of the bank’s performance. The entire research was based on Deming’s theory of TQM and Porter’s theory of competitive advantage. In attaining the research objectives, the research utilized descriptive research technique and a population of 195 participants from 13 commercial banks in operation within the Town of Kilifi. A 30 percent sample was considered reflections of 59 participants. In getting information from the respondents the study utilized both structures and unstructured questionnaires that consisted of both open and closed ended questions. However, respondents had varying questions and had the opportunity to answer appropriately. SPSS (Version 22) stands out as one of the key analysis tool to be used in examine the quantitative data collected, and then the information was presented by the use of means, frequencies, percentages, standard deviations an means. The research utilized multiple regressions analysis in estimating the study model. The study’s gathered and analyzed data was presented by the use of tables, charts, graphs and frequencies meant to enhance the process of interoperations, provision of conclusions and recommendations. Theoretically, the research is expected to be of importance both to firms expected to use the information in enhancing quality products provisions and academicians expected to do researches on a similar or related topic.It was established that the selected TQM practices which included customer focus, top management commitment, continuous improvement and employee involvement significantly and positively influence the performance of commercial banks in Kilifi Town. The study concluded that the banks to a great extent embrace the four TQM practices in a bid to improve service provision, client attraction and retention and also improve organizational performance. It was further concluded that the banks embrace continuous process, procedures and system improvement to enhance operational efficiency and customer satisfaction. The study also concluded that the banks valued customers in a bid to enhance market share and customer base and also stay competitive in the market. The study further concluded that the top management was committed to enhancing service quality, employee participation and involvement in quality integration, stakeholder involvement, communication and collective decision making. The study recommends that the banks need to involve employees and stakeholder more in decision making and policy formulation to promote collective responsibility and performance. The study recommends that there is need for improved customer care to cater for all categories of clients and also embrace value addition to the clients. The study was conducted on only four TQM practices, there is need for further studies on other TQM practices.

Integrative Propositional Analysis for developing capacity in an academic research institution by improving strategic planning

AbstractAlthough current systems‐based methods of organization development provide some benefit to improving the ability of organizations to reach their goals, consultants are continually seeking to improve the way they may be used to support internal and external clients. This paper reports on an emerging systems‐based analytical method, “Integrative Propositional Analysis,” and its use for improving strategic plans leading to improvements in the capacity of an academic research institution. This preliminary report suggests a new structural perspective that may be useful for consultants and leaders interested in improving the usefulness of strategic plans for improving organizational effectiveness so that organizations may better fulfil their missions.

Перспективные решения в сфере мотивации персонала в цифровой экономике

The development of information technology (IT) has led to the development of a new generation of people who live in the virtual world. Such people live by different laws, have their own value systems, and have specific needs and demands. They are little loyal to traditional organizations, which creates problems in securing and motivating staff. The subject of the article is the positioning of technical solutions in the field of material motivation of personnel in the era of digital business transformation. The purpose of the article is to present the requirements for IT systems imposed by the Y, Z generations, the characteristics of existing technical solutions in the light of digital business transformation at the current stage and possible software options for implementation, the choice of which for implementation is determined by the scale of the business and the company’s strategy. These problems are significantly enhanced in the banking sector, where employees are both external and internal clients of the bank, and have the opportunity in real time to compare the quality and usability of IT solutions from the perspective of such clients. Prospective directions for the development of technical solutions based on the future preferences of external and internal customers (employees) due to scientific and technical progress are given. Recommendations for the introduction of new data storage and processing tools, as well as software for visualization of productivity — sales — employee bonuses, the implementation of which will lead to increased labor motivation and involvement of line staff, and through it to improve external customer experience, are offered. Conclusion: the introduction of IT solutions that meet the specific needs of generations of workers Y, Z, will help the organization to achieve the goals stated in the development strategy.

CONCEPTS OF RECRUITING IN LABOR LAW OF UKRAINE

The article explores the nature and characteristics of the processes of recruitment and staff development as a factor of safety of personnel. Proved that the recruitment and staff development should take into account the need to ensure the safety of personnel of the enterprise, and the formation of human resources in the enterprise security is closely linked to the processes of recruiting and staff development.&#x0D; The lexico-semantic analysis shows that the word "recruiting" comes from the French "recruit", "to recruit", ie to recruit anyone, to recruit, to recruit anyone, to hire for money. Recruiting is based on elements such as search, selection, selection of employee incentives to work.&#x0D; In general, there are various HR-branding channels through which employees are recruited, from which the following main channels can be distinguished: social media (social networks, forums, corporate blogs) - a universal tool for building an HR-brand; a career site is an extremely effective tool in the hands of a skilled employer; Job search sites are very popular due to the ability to reach a large target audience; brand advocates are a strategic channel for building an HR brand within the company through interaction with internal and external clients, which can serve as employees of the company as well as external candidates, clients, partners, contractors, etc .; referral programs are designed to accelerate the closing of vacancies and find candidates with the help of company employees. Everyone who invites or recommends a candidate; HR-branding as a tool for promoting the employer brand in the labor market - media, conferences, seminars, competitions.

Influence of Quality Practices on Cultural Satisfaction at Work in Africa: Case of Ivorian Agro industrial Firms

Influence of Quality Practices on Cultural Satisfaction at Work in Africa: Case of Ivorian Agro industrial Firms Nourougo BAMBA Abstract The International Organization for Standardization (ISO) standards, whose major challenge is customer satisfaction in markets that have become global, have the lowest certification rate in Africa. The purpose of this article is to highlight the mixed capacity of their practices to improve the cultural satisfaction of African workers (internal clients). A mixed empirical study (qualitative and quantitative) was carried out on a sample of 103 employees of ISO-certified Ivorian agro-industrial companies and basically involves multiple regressions. The results of the main components analysis confirm the dimensions, control, infrastructure and human resources of ISO quality practices and then reveal the family and collectivist dimensions of cultural satisfaction that are valuable for workers; the hypothesis tests highlight very different effects from the three dimensions mentioned. They are respectively mixed, insignificant and significant for the control, infrastructural and human dimensions of these practices of Western origin imposed in Africa and elsewhere. Family cultural values remain at the heart of the challenge and hope is born of procedural collectivism. Full Text: PDF DOI: 10.15640/jmpp.v6n1a2

The use of traditional and non-traditional career theories to understand the young’s relationship with new technologies

PurposeThe purpose of this paper is to, which involved 123 students in their last year of an administration course at a private university in the city of São Paulo, Brazil, evaluate the importance of analyzing the pressure from new technologies on the careers of young university students from a career theory perspective.Design/methodology/approachFrom the perspective of traditional theories, the authors used “career anchors,” and from the perspective of non-traditional theories, “intelligent careers,” in which people develop three competency groups that are transferable between organizations: knowing why; knowing how; and knowing whom. The hypotheses the authors raised were analyzed using statistical techniques and the following results were obtained: young people do not see new technologies as a threat to their current job; people who see the “Knowing How” competence as being more developed feel less pressure from new technologies; non-traditional theories show a greater potential to analyze technological pressure than traditional theories; and, finally, the nature of people’s jobs produces different impacts on the pressure of new technologies on their careers, since people who occupy positions involving more human interaction with internal or external clients feel less threatened.FindingsIt was found that the lowest mean among the constructs analyzed was the pressure from technology on career. The correlations between the competencies of intelligent careers and the perception of the pressure from technology on career were weak, but significant, whereas the “Knowing How” competency was negatively correlated with the pressure caused by technology. There was no significant influence of the anchors on the pressure from technology on career. However, incorporating the competencies of intelligent careers improved the statistical model’s fit. In associating job positions with the pressure from technology on career, administrative and operational positions showed higher averages than sales associate and management positions.Originality/valueBroadly speaking, it can be noted that traditional career theories, especially the vocational counseling approach, are not sufficient to explain the impact of new technologies on careers. At the same time, one way of coping with the pressure brought about by technological advances may be in using technology itself to develop “useful professional skills,” in a manner consistent with “intelligent careers.”

Students as co-producers in a multidisciplinary software engineering project: addressing cultural distance and cross-cohort handover

ABSTRACT This article reports an undergraduate software engineering project in which, over a period of 2 years, four student teams from different cohorts developed a note-taking app for four academic clients at the students’ own university. We investigated how projects involving internal clients can give students the benefits of engaging in real software development while also giving them experience of a student-staff collaboration that has its own benefits for students, academics, and the university more broadly. As the university involved is a Sino-Foreign university located in China, where most students are Chinese and most teaching staff are not, this ‘student as co-producer’ approach interacts with another feature of the project: cultural distance. Based on analysis of notes, reports, interviews, and focus groups, we recommend that students should be provided with communicative strategies for dealing with academics as clients; universities should develop policies on ownership of student-staff collaborations; and projects should include a formalised handover process. This article can serve as guidance for educators considering a ‘students as co-producers’ approach for software development projects.