ارائه مدل مدیریت دانش سازمانی در جهت رضایتمندی مشتریان و افزایش سهم بازار با رویکرد فرآیند گرا در بانک صادرات استان گلستان
محورهای موضوعی : کالبدی
عباس کوهی
1
(گروه کارآفرینی، واحد علی آباد کتول، دانشگاه آزاد اسلامی، علی آباد کتول، ایران)
محمد صادق صبوری
2
(گروه ترویج و آموزش کشاورزی، واحد گرمسار، دانشگاه آزاد اسلامی، گرمسار، ایران)
روح الله سمیعی
3
(گروه مدیریت، واحد علی آباد کتول، دانشگاه آزاد اسلامی، علی آباد کتول، ایران)
کلید واژه:
چکیده مقاله :
چکیده استفاده از مدیریت دانش سازمانی با رویکرد فرآیند گرا و نه غایت گرا برای بهبود مدیریت ارتباط با مشتری برای سازمان‌ها فرصت هایی ایجاد می کند که پیامد آن افزایش سهم در بازار و افزایش مزیت رقابتی است. با استفاده از مدیریت دانش سازمانی با رویکرد فرآیند گرا بانک‌های مختلف بهتر می توانند به نقاط ضعف خود پی برده و در نتیجه نیازهای مشتریان را به نحو بهتری درک کنند و برای رفع آن بکوشند. با توجه به این مهم سؤال اصلی مقاله حاضر این است که مدل فرایند گرا نسبت به مدیریت دانش سازمانی چگونه می تواند باعث ارتقای رضایتمندی مشتریان و افزایش سهم بانک صادرات استان گلستان در بازار شود؟ فرضیه ای را که برای پاسخ گویی به این سؤال اصلی در صدد پاسخ گویی به آن هستیم این است که برای مدیریت دانش سازمانی با رویکرد فرآیند گرا و نه غایت گرا رضایت مشتری مهم است چرا که در آن مجموعه وظایف در نظر گرفته می شود و این که طراحی سازمان فرایند محور منجر به ارتقا کیفیت محصول، ورود سریع به بازار، سرعت در تحویل، بهبود عملکرد مالی و... می گردد که برآیند این ها چیزی نیست جز رضایت مشتری. نتایج این مقاله نیز نشان می دهد که بانک صادرات استان گلستان نیازمند فرهنگ‌سازی، آموزش کارکنان، کار گروهی کارکنان، برنامه‌ریزی شفاف برای مدیران شعب، تعریف درست تمام فرآیندها، هماهنگی بین کارکنان برای حرکت به سمت مدیریت دانش سازمانی با رویکرد فرآیند گرا است. با توجه به این مقدمه در این مقاله تلاش می‌شود با استفاده از منابع کتابخانه‌ای و نیز مقالات علمی و پژوهشی به تحلیل و تبیین تأثیر به کارگیری مدل فرایند گرا نسبت به مدیریت دانش سازمانی بر ارتقای رضایتمندی مشتریان و افزایش سهم بانک صادرات استان گلستان در بازار پرداخته می شود. Abstract Good governance is a new concept in political management and management towards the development of traditional-oriented management. Its characteristic feature and its special work is also due to its privileged role in all the conflicting dimensions of political, economic and ... life, including in providing security, liberty and social, economic and welfare services of citizens in the 21st century. In the political arena of Iran, in the eleventh and two-day presidential elections, the slogan of good governance in the form of a moderate government with the victory of the elections was held in the country's governing body. The issue of the present paper is that the moderator model, with a realistic view, in the domestic and international arena, is consistent with or at least consistent with the model of good governance? The hypothesis to answer the main question of the article we are trying to analyze it, it seems the features of the moderate model, namely, the belief and commitment to Islam Rahmani, the constitution, the Iranian- Islamic identity, attention to national interests and interests, specialization, meritocracy, wisdom, Sustainable development with moderation and phylogeny with a good governance model, it has relatively high adaptability. The results of this article also show that the state of thought and hope, considering the important variables of the international system and accepting common principles and the basic of realism, which is the assumption of a state government, is the assumption of rationality and the assumption of power, first, sought to balance the forces in the international arena in favor of Iran and this is important at the same time by strengthening the economic and social indicators of good governance inside (because power has different dimensions) and negotiating with world powers in the foreign arena. Given this introduction this paper will attempt to use library resources and scientific and research papers and the use of various maps and diagrams to describe and analyze the topic of research.
References
---- (2003), Knowledge Management History, Translated by Hassan yarigarroushan, Management Development Quarterly, No. 49(in Persian).
Adalatian, Jamshid(2003), Process of Business Process Management, Proceedings of the Fourth Conference of Quality Managers (in Persian).
Akhavan, Peyman and Elnoush Oliyayi and Nasrin Dastranz Mamaghani and Fatemeh Taghafi (2010), Development of Knowledge Management Cycle Processes Based on Effective Factors on Knowledge Management Success, Quarterly Journal of Science and Technology Policy, No. 10
Alizadeh, Jila (2008), Customer Orientation or Counteraction? Bank Quarterly and Economy, No. 92(in Persian).
Allah Panah, Shabnam (2008), Knowledge Management, Quarterly Journal of Reform, No. 82(in Persian).
Anna Moradnezhad, Rahim Berdi(2005), Spatial Distribution Model of Golestan Province Cities, Journal of Growth of Geography Education, No. 73(in Persian).
Anonymous (2007), Changes in Divisions in Golestan Province, No. 249(in Persian).
Anonymous (2010), Semantic Knowledge Management, Quarterly Book of the Month of General, No. 158. (in Persian).
Ashourzadeh, Amir Ahmad and Reza Hashemian (2011), Customer Orientation Requirements for Bankruptcy, Quarterly Report, No. 230(in Persian).
Azam Vaziri, Sarvand Hossein Mansouri and Nahid Amrollahi (2010), Promotion of Organizational Knowledge Management: The Study of the Influence of Social Capital, Journal of Informatics, No. 28(in Persian).
Batter, Bob (2003), Knowledge Management: Proposed Model, Translated by Mehdi Alipour Hafezi, Quarterly Journal of National Library Studies and Information Organization, No. 56(in Persian).
Chashmberah, Mohsen and Mohammad Ghasemi and Mehdi Karbassian, Ali Reza Yavari and Bijan Khaymbashi (2014), Knowledge management strategy in crisis management, Journal of Police and Security Police, No. 28(in Persian).
Danaee, Mohammad Hosein (2000), Editorial: Governmental Democracy, and Customer-Oriented Banks, Quarterly Banking and Economics, No. 14(in Persian).
Dyvandri Ali (2004), Investigating the Organizational Cultural Status among Commercial Banks of the Country in Consistent with Customer-Oriented Strategy, Journal of Management of Organizational Culture, No. 6(in Persian).
Ebrahimiyan Jaldar, Seyyed Yaser and Seyedorohallah Ebrahimiyan Jalodar and Seyyed Mohammad Ebrahimian Jelodar (2012), The Effectiveness of Knowledge Management (Reviewing the Capabilities and Process of Knowledge Management), Human Resource Development Quarterly, No. 41(in Persian).
Edrisi, Nematollah and Mohammad Reza Otardi (2004), From Task to Processism, Management Development Quarterly, No. 60
Fadaie, Gholamreza and Mohammad Hasanzadeh and Masha Allah Zarati (2011), Reviewing the Concept of Knowledge Management System, Journal of Information Research and Public Libraries, No. 67(in Persian).
Fazeli, Mohammad and Gholamreza Khoshfar (2010), Political Participation in Golestan Province, Iranian Journal of Social Studies, No. 11(in Persian).
Gamgar, Bijan (2007), the Role of KM in Sustainable Development, Management Quarterly, No. 119, 120(in Persian).
Ghazani, Ali (2007), Organizational Knowledge Management Strategies: Knowledge Generation or Individual Exchange of Knowledge, Quarterly Journal of National Studies on Library and Information Organization, No. 69(in Persian).
Hashemi, Sedigheh Sadat and Yousef Mohammadi Moghadam and Elham Mohammadi Moghadam(2011), Knowledge Management, Requirements and Challenges, Quarterly Journal of Human Resources Development and Support, Issue 19(in Persian).
Hashemi, Sedigheh Sadat and Yousef Mohammadi Moghadam and Elham Mohammadi Moghadam(2011), Knowledge Management, Requirements and Challenges, Quarterly Journal of Human Resources Development and Support, Issue 19(in Persian).
Hassanzadeh, Mohammad(2008), Knowledge Management in Organization, Quarterly Journal of the Monthly General, No. 130(in Persian).
Hosseini, Mirza Hassan and Mehdi Akbari(2014), Designing an Excellence Pattern for Organizational Knowledge Management with Interpretative-Structural Modeling Approach, Information Technology Management Quarterly, No. 20(in Persian).
Hovian, Andranik(1999), Golestan Province, Quarterly Journal of the Chamber of Commerce, No. 380(in Persian).
Kadir Masoom, Mojtaba and Kiumars Habibi(2004), Measurement and Analysis of Developmental Levels in Cities and Towns of Golestan Province, Journal of Sociological Studies, No. 23
Khaki, Gholam Reza(1998), New Approaches to Management, Tehran: The Publishing of Thousands(in Persian).
Khalifeh Soltani, Heshmat and Seyyed Mojtaba Hosseini and Naser Asgari(2010), Knowledge Management Empowerment Leadership Styles, Quarterly Journal of Human Resources Management Researches, Nos. 7 & 8(in Persian).
khosh Sima, Gholamreza and Mehdi Ebrahimi Nejad and Hamid Reza Fallah Lajimi(2005), The Relationship between Knowledge Management Processes and the Effectiveness of Knowledge Management, Journal of Industrial Management Studies, Number 10(in Persian).
kohan, Farahnaz(2005), Managing the Knowledge of Human Resource Organizations Why and How, Informatics Quarterly, Nos 9 and 10(in Persian).
Maki, Manouchehr(2006), Traps of Organizational Knowledge Management, Management Quarterly, Nos. 107 and 108(in Persian).
Mehedushi, Mehrdad and Isa Niyazi(2010), Exploring and Explaining the Development of Tourism Industry in Golestan Province, Quarterly Journal of Monetary Economics, Fiscal Year, Seventh - No. 30(in Persian).
Mohammad Esmaeili, Neda(2018), Identification of Development Mechanisms for Customer-Oriented Culture Development in Organizations (Case study: Three Companies from the Mapna Group), Public Relations Research Quarterly, No. 39(in Persian).
Mohammadi Pooya, Faramarz and Saeed Zarghami along with Seyyed Mehdi Sajjadi and Yahya Ghaedi and Alireza Mahmudnia (2016), explaining the position of critical thinking in the epistemic task of ethics of belief, Quarterly Journal of Ethics, No. 24(in Persian).
Mousavi, Seyyed Abbas (2005), Knowledge Management, Quarterly Journal of Reform, No 46(in Persian).
Nemati, Mohammad Ali(2004), Knowledge Management, Challenges and Opportunities, Islamic Revolution Islamic thought Quarterly, No. 9(in Persian).
qourbani, Saber(2009), What is Knowledge Management, Quarterly Journal of Work and Society, Nos. 116 and 117(in Persian).
Rahmani Norouzabad, Saman and Mojtaba Rostami, Norouzabad(2014), The Study of the Relationship between Total Quality Management and Customer Satisfaction in Sanandaj City Companies, Journal of Management of Organizational Culture, 12th Period - Vol. 3(in Persian).
Rajabi, Shirin(2013), Customer Orientation Knowledge and Key to Success in Organizations, Bank Quarterly and Economics, No. 123(in Persian).
Ranjbarian, Bahram and Asghar Hastashai, Zahra Yavari and Majid Rashid Kaboli(2002), Customer Satisfaction Survey of After Sales Services Quality, Case Study, Xerox Co., Isfahan Province, Quarterly Journal of Business Research, No. 25(in Persian).
Rezaei Sharif Abadi, Saeed and Fatemeh Pazouki(2016), Exploring the Concept, Functionality, and Position of Information Organization in Organizational Knowledge Management Models, Journal of Information Communication and Communication, No. 10(in Persian).
Rostami Gomeh, Alireza(2013), Organizational Knowledge Management Strategies Knowledge-Driven Organizational Processes and Structures, Quarterly Journal of General Matter, No. 190(in Persian).
Rostampour, Fariba(1999), A Look at McDonald's Experience in Customer Satisfaction: Comprehensive Quality Management for Customer Satisfaction in Service Industries, Bank Quarterly and Economics, No. 5(in Persian).
Shahidi Bonitaraf, Tofigh and Leila Androebagh and Ibrahim Al-Banemimi(2017), Investigating customer satisfaction measurement methods (models), Quarterly Journal of New Research in Management and Accounting, No. 18(in Persian).
Taqizadeh, Hooshang and Mohammad Sadegh Zeynli Kermani(2011), Application of Artificial Neural Networks in Investigating the Relationship between Social Capital and Customer Satisfaction, Journal of Productivity Management, Issue 19(in Persian).
Yamini, Azam(2006), Customer Orientation and Customer Satisfaction Strategies, Bank Quarterly and Economics, No. 76.
Zahiri, Javid(2009), Customer Orientation and Marketing, Bank Quarterly and Economics, No. 105(in Persian).
Zanjirchi, Seyyed Mahmood and Negar Jalilian(2013), Presentation of Congo Combined Framework and Design to Improve Customer Satisfaction in Service Organizations, New Journal of Marketing Research, Third Year - Issue 4(in Persian).
Zavaraqi, Rasool(2009), A Perspective on Strategies, Tools and Skills for Personal Knowledge Management(PC), National Library Information and Information Organization, National Journal of Information Science, No. 78(in Persian).