Module 6

• People strategy refers to how an organization manages its workforce and human resources.
• Manpower in business refers to the collective skills, abilities, and labor of the workforce within anorganization.
• (5) Importance of Manpower

  1. Productivity
  2. Innovation
  3. Customer Satisfaction
  4. Adaptability
  5. Reputation
• Productivity: Manpower is essential for the smooth functioning of any organization. They perform tasks, operate machinery, and carry out various functions.
• Innovation: A diverse and skilled workforce can contribute to innovation within the organization.
• Customer satisfaction: The frontline manpower, such as salespersons and customer service representatives, directly interact with customers. Their knowledge, skills, and attitude can significantly impact customer satisfaction.
• Adaptability: A flexible and agile workforce can quickly adapt to evolving technologies, customer demands, and business strategies.
• Reputation: A company with competent and professional staff members is more likely to deliver excellent products or services, which enhances its reputation in the market.
• (9) Qualities of an Effective and Efficient Manpower

  1. Skills
  2. Experience
  3. Adaptability
  4. Reliability
  5. Communication
  6. Teamwork
  7. Problem-solving
  8. Leadership
  9. Professionalism
• Customer service management, also known as Customer Service Relationship, refers to the process of overseeing and implementing strategies to ensure high-quality customer service in an organization.
• 10 Types of Customers

  1. Decision-Maker
  2. Analytical Thinker
  3. Indecisive
  4. Bargain Hunter
  5. High Maintenance
  6. Loyalist
  7. Impatient
  8. Skeptic
  9. Chatty
  10. Demanding
• (10) Requirements to Build Good Customer Relationship

  1. Communication
  2. Responsiveness
  3. Personalization
  4. Transparency
  5. Proactive Problem-Solving
  6. Empathy
  7. Consistency
  8. Continuous Improvement
  9. Long-term Perspective
  10. Value Creation
• (Type of Customer)

  The Decision-Maker. Direct and assertive customers appreciate a quick response and prefer to deal with someone with decision-making authority.
• (Type of Customer)

  The Analytical Thinker. Customers who are detail-oriented and prefer data-driven explanations.
• (Type of Customer)

  The Indecisive. Customers who struggle with making decisions and often need extra guidance.
• (Type of Customer)

  The Bargain Hunter. Customers who are price-focused and always look for the best deal
• (Type of Customer)

  The High Maintenance. These customers have high expectations and demand a lot of attention
• (Type of Customer)

  The Loyalist. These customers are loyal to a brand and show strong preference.
• (Type of Customer)

  The Impatient. Customers who are time-sensitive and expect quick responses.
• (Type of Customer)

  The Skeptic. Customers who are skeptical and require extra trust-building efforts
• (Type of Customer)

  The Chatty. These customers enjoy socializing and may spend more time interacting
• (Type of Customer)

  The Demanding. These customers have high expectations and may be difficult to please
• A supplier is a person, organization, or company that provides goods or services to another company orindividual.
• (3) Roles of Suppliers in a Business

  • Reliable Supply Chain
  • Cost Management
  • Quality Assurance
• 10 Criteria of a Reliable Supplier

  1. Reliability
  2. Quality
  3. Price competitiveness
  4. Strong communication
  5. Financial stability
  6. Ethical business practices
  7. Flexibility
  8. Proven track record
  9. Strong supply chain management
  10. Innovation
• (Role of Suppliers)

  Reliable supply chain: A supplier plays a crucial role in ensuring a consistent supply of goods or services, which is vital for the smooth operation of a business
• (Role of Suppliers)

  Cost management: Businesses can optimize their procurement process and achieve cost savings by choosing the right suppliers and negotiating favorable terms.
• (Role of Suppliers)

  Quality assurance: Selecting trustworthy suppliers with a reputation for delivering high-quality products can enhance customer satisfaction and loyalty.