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

Abstract

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.