Quality Management System as a Tool for Intensive Development of Trade Organizations

Шарафутдинова, Наталья; Valeeva, Julya

doi:10.5901/mjss.2015.v6n1s3p498

Cited by 6 publications

(4 citation statements)

References 1 publication

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“…When building a model of customer orientation management, it is necessary to take into account the risks in the activities of the retail chain [16,17,18] as an external influence factor. Customer orientation of employees will correlate with performance indicators of the company [15].…”

Section: Methodsmentioning

confidence: 99%

Customer Orientation Management of Employees as Part of Value-Oriented Growth of Organization

Valeeva¹,

Gatina²,

Bagrova³

et al. 2019

Proceedings of the First International Volga Region Conference on Economics, Humanities and Sports (FICEHS 2019)

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This study is aimed at the scientific substantiation of theoretical and methodological approaches to the study of customer orientation exercised by retail chains and areas of respective management solutions. The scope of study covers retail chains using methods of economic indicators comparative analysis. Despite the variety of theoretical and methodological approaches to the formation of customer and employee orientation in company management, theoretical and methodological provisions are necessary, including approaches to managing labor efficiency of retail chains, a personnel management system, which makes a customer-oriented approach happen taking into account the specifics of trade services. This paper describes an analysis done on Bakhetle, a regional chain and presents the predicted values according to the employees-oriented labor efficiency model proposed by the authors. The paper defines the terms related to the concept of "customer orientation", offers aspects for how to manage the customer orientation of employees in retail chains based on the principle of authority and responsibility delegation. The methodology for assessing the labor efficiency of retail chains is presented in the format of a model of three main parameters (labor productivity, sale proceeds, and profit). The development of retail services in Russia is widely discussed in theoretical and practical literature. However, Russian undertakings do not sufficiently apply the practice of foreign retailers aimed at optimizing costs and obtaining benefits from the influence of the retail chain. The purpose and objectives of the study arise out of the need to develop theoretical approaches and practical recommendations on how to increase the efficiency of retail companies and increase their competitiveness in the uncertain environment.

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Section: Methodsmentioning

confidence: 99%

Customer Orientation Management of Employees as Part of Value-Oriented Growth of Organization

Valeeva¹,

Gatina²,

Bagrova³

et al. 2019

Proceedings of the First International Volga Region Conference on Economics, Humanities and Sports (FICEHS 2019)

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“…The consumer perceives the marketing event as rational and useful. At the same time, event marketing allows consumer to feel ownership of the brand's history and its exclusivity, which is especially evident in events that are implemented for premium brands [8].…”

Section: Return On Investmentmentioning

confidence: 99%

Event Marketing as an Effective Tool for Building Long-Term Customer Relationships

Sharafutdinova¹,

Xametova²,

Novikova³

et al. 2020

Proceedings of the “New Silk Road: Business Cooperation and Prospective of Economic Development” (NSRBCPED 2019)

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The article discusses the main trends in the development of event marketing in Russia. Based on a comprehensive analysis of event marketing effectiveness assessment approaches, the authors proposed a methodology for event marketing performance assessment that takes into account several indicators: the degree of satisfaction of participants, the level of interactions with potential customers, the number of test trips conducted, the event marketing multiplier, return on investment, psychological type of consumer, efficiency criteria of product promotion. The author's approach consists in comprehensively studying the effectiveness of event marketing. The effectiveness of event marketing evaluates the change in consumer attitudes to the brand and products; the established emotional relationship forms a stable perception of the brand values, which is expressed in a positive perception of the company, in its recognition, in relation to it [1]. Testing the proposed methodology has proven the practical application of the proposed approach for evaluating the effectiveness of event marketing [2]. The performance indicators proposed by the author made it possible to evaluate event marketing, while the key aspect-the emotional connection with the consumer remains crucial [3]. A survey of participants in the event led to the conclusion that the event le`ft positive impressions and emotions in the minds of the participants, and economic calculations confirmed its economic efficiency.

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“…Improving the efficiency of the retail chain service, manageability and efficiency of the organization can be achieved through a clear division of functions and responsibilities among officials based on process management. [11][12][13].…”

Section: Introductionmentioning

confidence: 99%

Assessment of Personnel and Consumer Orientation in the Realization of Value Development of Services

Sergeevna¹,

Ernstovna²,

Irekovich³

et al. 2020

Proceedings of the “New Silk Road: Business Cooperation and Prospective of Economic Development” (NSRBCPED 2019)

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Assessment of personnel and consumer orientation in the realization of value development of servicesIn the context of realization of value service development for network-based enterprises, which include retail chains, corporate standards are necessary. The article justifies that a clear regulation of labour processes will ensure staff and consumer orientation through the allocation of functions and responsibilities among officials based on value management.Interviews with key employees and completion of questionnaires of consultant sellers and cooks in supermarkets were used as methods of conducting the study. The proposed methodology of evaluation of efficiency of organization of labor processes of retail chains using three factors (types of works performed, complexity of works, time of works performance) compiled in accordance with UTQD (Unified tariff-qualification directory of works and professions of workers), and interviews with managers.The analysis on the developed method of labor peculiarities in terms of positions of working professions on the example of the three largest trading chains in Moscow and Kazan allowed to determine the performance of the system of motivation and loyalty.The results of the analysis are presented taking into account various factors and main groups of works performed, labor operations are identified in accordance with UTQD, clarified and agreed with the administrators of the market and questionnaires and working instructions of sales consultants are prepared. The results of the organization of labour processes formed the basis of the constituent elements of corporate service standards for the studied trade chains, which develop a strategy of client-oriented development.

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Quality Management System as a Tool for Intensive Development of Trade Organizations

Cited by 6 publications

References 1 publication

Customer Orientation Management of Employees as Part of Value-Oriented Growth of Organization

Customer Orientation Management of Employees as Part of Value-Oriented Growth of Organization

Event Marketing as an Effective Tool for Building Long-Term Customer Relationships

Assessment of Personnel and Consumer Orientation in the Realization of Value Development of Services

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