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

DOI

10.2991/aebmr.k.200324.160How to use a DOI?

Keywords

client orientation of consumers, value-based development, retail chains

Abstract

Assessment of personnel and consumer orientation in the realization of value development of services In 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.

Copyright

© 2020, the Authors. Published by Atlantis Press.

Open Access

This is an open access article distributed under the CC BY-NC license (http://creativecommons.org/licenses/by-nc/4.0/).

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TY  - CONF
AU  - Valeeva Julya Sergeevna
AU  - Ilikova Liliya Ernstovna
AU  - Nurtdinov Ilgiz Irekovich
AU  - Ignatev Vladimir Georgievich
AU  - Shargu Lilia Stepanovna
AU  - Chkalova Olga Vladimirovna
PY  - 2020
DA  - 2020/03/30
TI  - Assessment of Personnel and Consumer Orientation in the Realization of Value Development of Services
BT  - Proceedings of the “New Silk Road: Business Cooperation and Prospective of Economic Development” (NSRBCPED 2019)
PB  - Atlantis Press
SP  - 871
EP  - 876
SN  - 2352-5428
UR  - https://doi.org/10.2991/aebmr.k.200324.160
DO  - 10.2991/aebmr.k.200324.160
ID  - Sergeevna2020
ER  -