PENGELOLAAN SDM DALAM BERBISNIS

Summary

This presentation provides an overview of Human Resource Management (HRM) and Customer Relationship Management (CRM). HRM is defined as the strategic process of managing an organization's workforce to achieve both individual and organizational goals, covering aspects like recruitment, compensation, and employee integration. CRM focuses on optimizing relationships with customers, aiming to enhance sales, satisfaction, and operational efficiency. The presentation emphasizes key practices for both HRM and CRM, such as improving communication, soliciting feedback, and addressing issues proactively to strengthen organizational and customer outcomes.

Takeaways

• 😀 Human Resource Management (HRM) focuses on efficiently managing the roles and resources of individuals in an organization to achieve common goals for the company, employees, and society.
• 😀 According to Edwin B. Fould, HRM is a process of planning, organizing, directing, and controlling various HR functions such as recruitment, development, compensation, and termination of employment.
• 😀 The primary objective of HRM is to ensure the alignment of individual, organizational, and societal goals to maximize overall efficiency and effectiveness.
• 😀 Recruitment involves monitoring organizational changes and external factors that create the need for new human resources, followed by attracting suitable applicants to fill open positions.
• 😀 The recruitment process consists of two main phases: identifying job openings and informing potential candidates, and screening applicants to identify the most qualified individuals.
• 😀 The selection process involves at least eight key steps: receiving job applications, conducting tests, interviews, background checks, health evaluations, manager interviews, job introductions, and final decision-making.
• 😀 Customer Management is a strategic approach focused on maintaining and improving relationships with both current and potential customers, impacting all aspects of customer interaction.
• 😀 The main functions of customer management include increasing sales, generating new opportunities, reducing costs, improving customer satisfaction, offering flexibility, achieving economies of scale, and enhancing back-office operations.
• 😀 To improve customer management, businesses should prioritize customer relationships by enhancing communication, regularly soliciting feedback, and addressing complaints or negative feedback promptly.
• 😀 Effective customer management strategies help businesses build strong, long-lasting relationships with customers, ultimately leading to greater success in the marketplace.

Q & A

What is the definition of Human Resource Management (HRM) according to the transcript?

Human Resource Management (HRM) is the process of managing human resources efficiently and effectively to achieve the goals of the company, employees, and society, ensuring that resources are maximally utilized while maintaining organizational objectives.

How did Edwin B. Fould define Human Resource Management in 1945?

Edwin B. Fould defined HRM as a process that involves planning, organizing, directing, and controlling activities related to the acquisition, development, compensation, integration, maintenance, and termination of employment relationships to achieve individual, organizational, and societal goals.

What are the main phases involved in the recruitment process described in the script?

The recruitment process involves two main phases: 1) monitoring changes in the environment and organization to identify new HR needs, and 2) communicating job vacancies to attract potential candidates, while filtering out unqualified applicants.

Can you list the eight steps in the selection process according to the transcript?

The eight steps in the selection process are: 1) receiving application letters, 2) conducting exams, 3) interviewing candidates, 4) conducting background checks and verifying references, 5) evaluating health, 6) holding managerial interviews, 7) introducing the job, and 8) making the final decision on the applicant's suitability.

What is the main purpose of customer relationship management (CRM)?

The main purpose of CRM is to manage relationships with existing and potential customers effectively, aiming to improve business outcomes by enhancing customer loyalty, satisfaction, and engagement.

What are some of the key functions of CRM as described in the script?

The key functions of CRM include increasing sales, identifying more opportunities, reducing costs, improving customer satisfaction, enhancing flexibility, achieving economies of scale, and improving back-office functions.

What are the recommended strategies for building stronger customer relationships in the CRM process?

The strategies for building stronger customer relationships include prioritizing communication with customers, regularly seeking customer feedback, and promptly addressing complaints and negative reviews.

How can a business enhance its customer satisfaction through CRM?

A business can enhance customer satisfaction by maintaining clear and open communication with customers, actively seeking their feedback, and quickly resolving issues or complaints to improve their experience.

Why is it important to filter out unqualified applicants in the recruitment process?

It is important to filter out unqualified applicants to ensure that only candidates who meet the job's qualifications and requirements are considered, thus improving the chances of selecting the right individual for the role and maintaining organizational efficiency.

What is the significance of the recruitment and selection process in HRM?

The recruitment and selection process is critical in HRM as it ensures that the organization attracts and hires the right talent to meet its needs, thereby contributing to overall organizational success and employee satisfaction.