Year: 2011

CRM – Customer Relationship Management is an innovative approach undertaken by the marketers in the process of developing lifetime customers and maximizing lifetime value of the customers. CRM approach is still new for the corporate managers, as in India the customers are still at the receiving end only. The concept of CRM and its implementation…

The term “quality of work life” (QWL) was first introduced in 1972 during an international labour relations conference. Quality of Work Life (QWL) received more attention after United Auto Workers and General Motors initiated a Quality of Work Life (QWL) program for work reforms. Robbins (1989) defined Quality of Work Life (QWL) as “a process…

Training is a learning process that involves the acquisition of knowledge, sharpening of skills, concepts, rules, or changing of attitudes and behaviours to enhance the performance of employees. Training is activity leading to skilled behavior It’s not what you want in life, but it’s knowing how to reach it It’s not where you want to…

Distribution Channel comprises a set of institutions, which perform all of the activities utilized to move a product and its title from production to consumption. In other words Distribution channel is the mechanism through which goods and/or services are moved from the manufacturer/ service provider to the user or consumer. This is the best questionnaire…

It is rather difficult to define a grievance. Personnel experts, however, have attempted to distinguish between dissatisfaction, complaint, and grievance. Generally speaking, dissatisfaction is any state or feeling of dissatisfaction which is orally made known by one employee to another and is known as a complaint. A complaint becomes a grievance when this dissatisfaction, which…