Strategic Human Resources Research
Faced with slumping sales, low morale and shrinking staff, the management team at Riordan is seeking a new method to increase sales, revenues, keep current customers and gain new, motivate and retain good employees. A direction to move to sales teams is imminent. It is also understood that an analysis of the current compensation policy is needed. As with all endeavors, there is a right way and wrong way to accomplish these tasks. Riordan can learn lessons such as customer satisfaction, compensation and motivation practices, career development programs, ethics regarding the compensation plans, as they relate to organizational strategies, from the below company research. Each of the following research topics touches on the important issues that enable and to some extent ensure a company's success.
Customer Service and Dell ? Joseph Cash
Recently honored by the new Forum for People Performance Measurements, Dell has been recognized for "Setting the standard for customer service and satisfaction." The forum was seeking organizations that incorporate their employees in their brand and selling strategies. Dell calls its corporate philosophy "The soul of Dell" and bases its sales around types of customers who include: consumer sales, corporate computers, and storage servers. Sales channels include the internet, catalog sales, inside, outside and corporate account salespersons. The goal is to filter the customer to the appropriate sales channel, rather than "stealing" the sale. (Keenan, 2000).
The central premise is the satisfaction of the customer in all interactions. The salespeople act as the single point of accountability, and will work with the customer until the product is delivered. If there is a problem with the unit after ...