Chapter 3: Personnel Policy HR

Question 1

Give 5 responsibilities of HR in the Marketing mix

Answer 1

Recruitment and Selection
Training and Development
Performance Management
Motivation and Retention
Employee well-being

Question 2

Give 5 implications

Answer 2

Qualifications of the employees
Creation of Employee Customer Relationship
Connection between employee and customer satisfaction
Employees as an indicator of quality
Personalised corporate image

Question 3

Define Customer Orientation and Employee Orientation

Answer 3

Customer orientation: satisfying customer needs, high quality service
Employee orientation: employees motivated, trained to deliver service efficiently

Question 4

What is the connection and relevance between Customer orientation and Employee orientation

Answer 4

Connection: satisfied employees = satisfied customers through good service
Relevance: employees are the face of the company, the company should provide them with proper training, clear goals => motivated workforce

Question 5

What are 5 requirements for personnel in front line area

Answer 5

Strong Communication skills
Customer-Centric attitude
Problem-solving ability
Technological proficiency
Emotional intelligence