Managing Employees for Delivering Superior Customer Value: A Study on Bengal Group of Industries

Abstract

The core focal point of this report is based on a fact that a well-trained, motivated, and happy employee can possibly make a customer happy by ensuring superior customer value to them. In this report, efforts have been made to evaluate how systematic management of the people element of the organization may ultimately lead to the delivery of superior value to the ultimate customers in the context of Bengal Group of Industries. One of the core objectives of this study has been to evaluate how Bengal Group of Industries is managing the people element of the organization, in terms of recruiting, training, and motivating employees to provide the superior value to the customers. The recruitment team of HR Department is mostly responsible for recruiting the right candidates with right set of skills which will be enable the employees to perform their respective job responsibilities to help the organization operate its business smoothly and flawlessly. It was also observed that employees of the aforesaid organization were competent and skilled made through appropriately designed training and development programs. Their training program includes special sessions in understanding customers’ value requirements and ways to provide superior customer value. The Bengal Group of Industries is also very keen to keep their employees motivated and happy. Happy employees are more committed and have strong motivation to do their job responsibly with utmost sincerity and dedication to grow themselves along with the organization which results in high business performance and higher profits. When the employees become motivated and satisfied with the organization then they tend to stay in the organization for a long time which help the organization to cut off extra cost of hiring new employees and further processes like providing training to them and others. Happy and motivated employees tend to ensure greater customer satisfaction. In future, Bengal Group of Industries should try to apply the process suggested by the name of Service-Profit-Chain more systematically. They should also try to develop necessary and appropriate matrices to measure to what extent the company can ensure the delivery of superior customer value by the management of the people element in the organization.