scholarly journals Organizational antecedents to designing a comprehensive complaint management system

2018 ◽  
pp. 1-26 ◽  
Author(s):  
Chanthaly S.Phabmixay ◽  
Ana I Rodríguez-Escudero ◽  
Javier Rodríguez-Pinto
Keyword(s):  
Organizational Culture ◽  
Management System ◽  
Manufacturing Firms ◽  
Internal Environment ◽  
Complaint Management ◽  
Complaint Handling ◽  
Mechanistic Approach ◽  
Proposed Model ◽  
Strategic Perspective ◽  
Correct Processing

AbstractThe literature highlights two main approaches to designing an effective complaint management system: the mechanistic and the organic. The mechanistic approach emphasizes the establishment of guidelines for the correct processing, attention and resolution of complaints received. In contrast, the organic approach relies on creating a supportive internal environment for correct customer attention, made possible through training and empowering employees responsible for complaint management and by promoting extra-role behaviour among them. The present research aims to study the antecedents of adopting these two approaches. From a strategic perspective, we analyse the influence of organizational culture variables (the extent to which the firm is customer and innovation oriented) and the nature of the objectives pursued by complaint handling (defensive vs. improvement objectives). The proposed model is tested on a sample of 140 manufacturing firms. Findings indicate these antecedents shape the complaint management system in a diverse and significant manner.

scholarly journals How Organizational Complaint Handling Drives Customer Loyalty: An Analysis of the Mechanistic and the Organic Approach

2005 ◽  
Vol 69 (3) ◽  
pp. 95-114 ◽  
Author(s):  
Christian Homburg ◽  
Andreas Fürst
Keyword(s):  
Service Firms ◽  
Data Set ◽  
Complaint Management ◽  
Beneficial Effects ◽  
Complaint Handling ◽  
Mechanistic Approach ◽  
Business To Consumer ◽  
Business To Business ◽  
The Empirical Analysis ◽  
Customer Satisfaction And Loyalty

This article addresses how an organization's complaint management affects customer justice evaluations and, in turn, customer satisfaction and loyalty. In delineating an organization's complaint management, the authors draw a distinction between two fundamental approaches, the mechanistic approach (based on establishing guidelines) and the organic approach (based on creating a favorable internal environment). The empirical analysis is based on a dyadic data set that contains managerial assessments of companies’ complaint management and complaining customers’ assessments with respect to perceived justice, satisfaction, and loyalty. Findings indicate that though both the mechanistic and the organic approach significantly influence complaining customers’ assessments, the mechanistic approach has a stronger total impact. Moreover, the study provides evidence of a primarily complementary relationship between the two approaches. Another key facet of the study is related to the moderating influences of the type of business (business-to-business versus business-to-consumer) and type of industry (service versus manufacturing). The results show that the beneficial effects of the mechanistic approach are stronger in business-to-consumer settings than in business-to-business ones and for service firms than for manufacturing firms.

TECHNO21: Design and Implementation of a New Performance Management System

2021 ◽  
pp. 097282012199495
Author(s):  
Asfia Obaid ◽  
Saman Rahman ◽  
Asia Mehmood ◽  
Neelab Kayani
Keyword(s):  
Organizational Culture ◽  
Organizational Performance ◽  
System Design ◽  
Performance Management ◽  
Management System ◽  
Performance Management System ◽  
Performance Levels ◽  
Strategic Objectives ◽  
Design And Implementation ◽  
The Face

The case highlights the key concerns and issues an organization may face if its performance management system (PMS) does not serve its intended purpose and how it can cause demotivation and dissatisfaction among employees and result in an overall decline in organizational performance. It also illustrates how employees’ organizational culture and perception can be as important as the system design and can present challenges even if an elaborate system is planned. In the face of increasing turmoil among employees towards management and the decreasing performance of the organization, TECHNO21 decided to change its current PMS, which seemed a difficult but necessary step to achieve the desired performance levels and overall strategic objectives of the organization.

Complaint management model of manufacturing products using text mining and potential failure identification

2021 ◽  
Vol ahead-of-print (ahead-of-print) ◽  
Author(s):  
Ririn Diar Astanti ◽  
Ivana Carissa Sutanto ◽  
The Jin Ai
Keyword(s):  
Quality Management ◽  
Text Mining ◽  
Failure Mode ◽  
Management System ◽  
Main Part ◽  
Mining Method ◽  
Content Type ◽  
Complaint Management ◽  
Potential Failure ◽  
Failure Identification

PurposeThis paper aims to propose a framework on complaint management system for quality management by applying the text mining method and potential failure identification that can support organization learning (OL). Customer complaints in the form of email text is the input of the framework, while the most frequent complaints are visualized using a Pareto diagram. The company can learn from this Pareto diagram and take action to improve their process.Design/methodology/approachThe first main part of the framework is creating a defect database from potential failure identification, which is the initial part of the failure mode and effect analysis technique. The second main part is the text mining of customer email complaints. The last part of the framework is matching the result of text mining with the defect database and presenting in the form of a Pareto diagram. After the framework is proposed, a case study is conducted to illustrate the applicability of the proposed method.FindingsBy using the defect database, the framework can interpret the customer email complaints into the list of most defect complained by customer using a Pareto diagram. The results of the Pareto diagram, based on the results of text mining of consumer complaints via email, can be used by a company to learn from complaint and to analyze the potential failure mode. This analysis helps company to take anticipatory action for avoiding potential failure mode happening in the future.Originality/valueThe framework on complaint management system for quality management by applying the text mining method and potential failure identification is proposed for the first time in this paper.

The Theoretical Origins of Management of Innovation Entrepreneurship Development

2021 ◽  
pp. 247-257
Author(s):  
Mariia Buhaieva ◽  
◽  
Sofia Demchenko ◽  
Keyword(s):  
Management System ◽  
Innovation Policy ◽  
The State ◽  
Innovative Activity ◽  
Innovative Development ◽  
Internal Environment ◽  
Entrepreneurship Development ◽  
Management Actions ◽  
Management Of Innovation ◽  
Comprehensive Study

The development of any economic system involves the transformation of the basic characteristics of its participants. In this case, the development itself can be both traditional and innovative. Currently, it is important to consider the innovative type of development at the enterprise level, which means a purposeful process of finding ideas, preparing innovations and their implementation, to increase their efficiency, and for society - to increase needs, the state - to increase the competitiveness of national products in the international market. It is obvious that the development of innovative activity of the enterprise is one of the decisive factors of its successful development. The purpose of this study is a comprehensive study of the theoretical origins of management of innovative entrepreneurship, the formation of a systematic view of the features of innovation management of the enterprise in modern business conditions. A comprehensive study of the theoretical origins of management of innovative entrepreneurship development was carried out, in particular, the emergence of views on the essence of such concepts as “innovation”, “innovative enterprise”, “innovative entrepreneurship”, “development of innovative entrepreneurship” were analyzed in the article. The authors suggest their own interpretation of such categories taking into account the analysis of domestic and foreign approaches and theoretical provisions for this problems in the modern understanding. Also, a systematic presentation of the features of management of the innovative activity of an enterprise in modern economic conditions was formed. The authors believe that for successful management of innovative development of the enterprise there should be a "smart" management system of innovative development of the enterprise. The purpose of the IDE management is to increase the competitiveness of the enterprise - the stable market position for continuous development in a constantly changing external and internal environment. Features of managing the development of innovative entrepreneurship at the present stage are the following: the ability and readiness of the economic entity to positive change, progress; the sequence of management actions that realize the innovation potential; quantitative changes in the relevant "growth points"; qualitative changes based on cooperation and rivalry between market participants for better conditions of production, purchase and sale of goods. It should be noted that management of innovation entrepreneurship development should have the support of the state in the context of Ukraine's innovation policy. The prospects for further research are related to the improvement of the innovation entrepreneurship management system as a key element for increasing the competitiveness of modern enterprises in a constantly changing external and internal environment.

scholarly journals FORMATION OF СREATIVE ORGANIZATION IN THE GLOBAL INFORMATION ENVIRONMENT

2017 ◽  
Vol 16 (2 (2017)) ◽  
pp. 184-196
Author(s):  
Vitalina Kurylyak ◽  
Bogdan Litovchenko
Keyword(s):  
Organizational Culture ◽  
Business Models ◽  
Virtual Organizations ◽  
Creative Economy ◽  
Risk Modeling ◽  
Business Units ◽  
Creativity Support ◽  
High Level ◽  
Strategic Perspective ◽  
Risk Managers

The concept of organization as an organistical system facing the challenges of the creative economy is considered. It is grounded that the ideal creative organization with a high level of information will represent a certain symbiosis between organic and anarchic culture in the future. It is identified that with the emergence of virtual organizations, traditional elements of the organizational culture lose their value, while the informational technologies create opportunities for communication and collaboration, regardless of distance and borders. Thus, the basis for the virtual organizations creates their adaptability and transferability. Key requirements regarding the creative industry management organization are singled out as following: proactivity, strategic perspective, innovation, initiation of risk, modeling, experimentation and creativity, support of the independent business units’ coordination. The model of organizations’ types, which should reflect their organistical nature, strategic perspective and attitude to risk is presented. The main barriers that limit the ability of organizations to creativity – the lack of the innovative organizational culture as well as the lack of professional risk managers and analysts are outlined. However, these features have not yet organically become peculiar by creative organizations, requiring the development of the appropriate business models culture.

Appropriate Leadership Style in Knowledge Management System (KMS) Building

2017 ◽  
pp. 91-112
Author(s):  
Andrea Bencsik
Keyword(s):  
Organizational Culture ◽  
Knowledge Management ◽  
Leadership Style ◽  
Management System ◽  
Knowledge Management System ◽  
Close Connection ◽  
The Right

Building up a knowledge management system is a commonly arising challenge in managing organizations. Leaders need to change their leadership style in order for their organization to be successful, in accordance with the requirements of building and operating a knowledge management system. The aim of this chapter is to sketch the necessity of the change and the right leaders' behavior. The author shows the relationships residing in the background of the elements that are in close connection with the suitable leadership style: EQ, competence, organizational culture, trust, communication, and employees' commitment and satisfaction. During this chapter readers will be led logically across the connections of the above-mentioned elements and, at the end, a figure summarizing the connections closes the chapter.

scholarly journals Optimal Scheduling of Distributed Energy Resources in Residential Building under the Demand Response Commitment Contract

Energies ◽  
2019 ◽  
Vol 12 (14) ◽  
pp. 2810 ◽  
Author(s):  
Keon Baek ◽  
Woong Ko ◽  
Jinho Kim
Keyword(s):  
Demand Response ◽  
Management System ◽  
Reference Model ◽  
Storage System ◽  
Operating Cost ◽  
Energy Resource ◽  
Residential Building ◽  
Mixed Integer ◽  
Distributed Energy ◽  
Proposed Model

This study proposes optimal day-ahead demand response (DR) participation strategies and distributed energy resource (DER) management in a residential building under an individual DR contract with a grid-system operator. First, this study introduces a DER management system in the residential building for participation to the day-ahead DR market. The distributed photovoltaic generation system (PV) and energy-storage system (ESS) are applied to reduce the electricity demand in the building and sell surplus energy on the grid. Among loads in the building, lighting (LTG) and heating, ventilation, and air conditioning (HVAC) loads are included in the DR program. In addition, it is assumed that a power management system of an electric vehicle (EV) charging station is integrated the DER management system. In order to describe stochastic behavior of EV owners, the uncertainty of EV is formulated based on their arrival and departure scenarios. For measuring the economic efficiency of the proposed model, we compare it with the DER self-consuming operation model without DR participation. The problem is solved using mixed integer linear programming to minimize the operating cost. The results in summer and winter are analyzed to evaluate the proposed algorithm’s validity. From these results, the proposed model can be confirmed as reducing operation cost compared to the reference model through optimal day-ahead DR capacity bidding and implementation.

scholarly journals Firm Selection Based on Logistics Risk Factors

2019 ◽  
Vol 10 (3) ◽  
pp. 31-43
Author(s):  
Iskender Peker ◽  
Selcuk Korucuk ◽  
Birdogan Baki
Keyword(s):  
Risk Factors ◽  
Manufacturing Firms ◽  
Vikor Method ◽  
Minimum Risk ◽  
Proposed Model ◽  
Study Results ◽  
Network Process ◽  
Potential Risks ◽  
Firm Selection ◽  
Process Method

Logistics firms are exposed several domestic and global risks such as variability in demand, shipment damages, earthquakes, and terrorist attacks. The purpose of this study is to provide an approach for selecting a logistics firm based on logistics risk factors according to the manufacturing firms' perspectives. An analytical network process method is utilized to determine risk factors' importance levels and VIKOR method is used to select the logistics firm. The study results show that the most important logistics risk factors are customer and supplier, and the least risky logistic firm is B. It can be concluded that the proposed model enables managers to examine potential risks influencing their logistics activities and select the logistics firm having minimum risk.

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