Naslov
Customer Relationship Management System in Occupational Safety & Health Companies- Research on Practice and Preliminary Design Solution

Autori
Fabac, Robert ; Mance, Ivan

Izvornik
Interdisciplinary description of complex systems (1334-4684) 9 (2011), 2; 101-118

Vrsta, podvrsta i kategorija rada
Radovi u časopisima, članak, znanstveni

Ključne riječi
CRM; occupational safety and health; design; processes; structure

Sažetak
One of the most prominent contemporary trends in formation of companies is the approach to development of a customer-oriented company. In this matter, various versions related to the intensity of this orientation are differentiated. Customer relationship management (CRM) system is a well-known concept, and its practice is being studied and improved in connection to various sectors. Companies providing services of occupational safety and health (OHS) mainly cooperate with a large number of customers and the quality of this cooperation largely affects the occupational safety and health of employees. Therefore, it is of both scientific and wider social interest to study and improve the relationship of these companies with their customers. This paper investigates the practice of applying CRM in Croatian Occupational Safety & Health (OHS) companies. It identifies the existing conditions and suggests possible improvements in the practice of CRM, based on experts’ assessments using AHP evaluation. Universal preliminary design was created as a framework concept for the formation of a typical customer-oriented OHS services company. Preliminary design includes a structural view, which provides more details through system diagrams, and an illustration of main cooperation processes of a company with its customer.

Izvorni jezik
Engleski

Znanstvena područja
Ekonomija, Informacijske i komunikacijske znanosti, Sigurnosne i obrambene znanosti

POVEZANOST RADA