ارائه مدل مدیریت دانش سازمانی در جهت رضایتمندی مشتریان و افزایش سهم بازار با رویکرد فرآیند گرا در بانک صادرات استان گلستان

فصلنامه علمی و پژوهشی نگرش های نو در جغرافیای انسانی

مقاله 8، دوره 11، شماره 2 - شماره پیاپی 42، اردیبهشت 1398، صفحه 117-148   

نوع مقاله: مقاله پژوهشی استخراج ازرساله و پایان نامه

نویسندگان

عباس کوهی¹؛ محمد صادق صبوری^{* 2}؛ روح الله سمیعی³

¹گروه کارآفرینی، واحد علی آباد کتول، دانشگاه آزاد اسلامی، علی آباد کتول‌، ایران

²گروه ترویج و آموزش کشاورزی، واحد گرمسار، دانشگاه آزاد اسلامی، گرمسار، ایران

³گروه مدیریت، واحد علی آباد کتول، دانشگاه آزاد اسلامی، علی آباد کتول، ایران

چکیده

چکیده
استفاده از مدیریت دانش سازمانی با رویکرد فرآیند گرا و نه غایت­گرا برای بهبود مدیریت ارتباط با مشتری برای سازمان‌ها فرصت­هایی ایجاد می­کند 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 می­توانند 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 می­تواند باعث ارتقای رضایتمندی مشتریان و افزایش سهم بانک صادرات استان گلستان در بازار شود؟ فرضیه­ای را که برای پاسخ­گویی به این سؤال اصلی در صدد پاسخ­گویی به آن هستیم این است که برای مدیریت دانش سازمانی با رویکرد فرآیند گرا و نه غایت­گرا رضایت مشتری مهم است چرا که در آن مجموعه وظایف در نظر گرفته می­شود و این که طراحی سازمان فرایند محور منجر به ارتقا کیفیت محصول، ورود سریع به بازار، سرعت در تحویل، بهبود عملکرد مالی و... می­گردد که برآیند این­ها چیزی نیست جز رضایت مشتری. نتایج این مقاله نیز نشان می­دهد 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 می­شود.

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.
 

کلیدواژه‌ها

واژگان کلیدی: مدیریت دانش سازمانی؛ رضایتمندی مشتریان؛ رویکرد فرآیند گرا؛ بانک صادرات استان گلستان

مراجع

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