Prethodno priopćenje
APPLICATION OF ELECTRE METHOD IN DETERMINING DOMINANT VERSION OF CRM SYSTEM IN OCCUPATIONAL SAFETY SECTOR
Ivan Mance
orcid.org/0000-0001-8663-9742
; HP-Hrvatska pošta d.d., Zagreb, Hrvatska
Robert Fabac
; Fakultet organizacije i informatike u Varaždinu, Varaždin, Hrvatska
Sažetak
Companies providing occupational safety services in Croatia contribute to general safety in society. These companies are commonly small in size but serve a large number of clients. Contemporary business trends favour focus on the client. This concept is implemented in the companies providing occupational safety services as well.
Client relations management involves creating a CRM system comprised of appropriate components. A study of the Croatian safety management sector identified the characteristics of the extant CRM systems. Based on the gathered data, a set of CRM practices was determined, identifying the most commonly found practices, offering as well a set of hypothetical but highly implementable practices. These hypothetical practices can without great cost be adopted by smaller companies, including those with business in occupational safety provision. They fall into two categories: one favours the traditional approach, while the other promotes the modern IT approach to CRM.
The first goal was to evaluate alternative practices and the predominantly selected, usual and possible CRM practices. The second goal was to ascertain whether there is a CRM system and how it is formulated, using a subset of established practices. Furthermore, the placement of the standard CRM practices within the entire set of practices in occupational safety companies was also examined.
Expert analysis relying on the AHP method helped to establish a list of criteria for the evaluation of the CRM systems, with weighted values attached to these criteria. Hypothetical alternative CRM practices were ranked using methods Electre I, Electre III and MAPPAC. Thus a predominant CRM practice was determined along with effective practices. Best evaluated were mostly the practices relying on IT. The listed solutions were analysed to see how easy they are to implement, and analysis was conducted concerning possible improvements in the actual CRM systems as found in Croatian occupational safety companies.
Ključne riječi
occupational safety; CRM system; predominant practice; AHP method; Electre method
Hrčak ID:
112838
URI
Datum izdavanja:
23.12.2013.
Posjeta: 2.451 *