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Disseminating quality controlled scientific knowledge


Author(s): L. Garmider

Journal: Economics of Development
ISSN 1683-1942

Volume: 66;
Issue: 2;
Start page: 109;
Date: 2013;
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Keywords: staff potential | quality | commercial services | management | development

The necessity of qualitative changes in the field of providing commercial services is discussed. The essence of the problem is that at the modern stage of the economic development "quality of commercial services" is the most complex and scantily researched element of business enterprises. Staff potential of the enterprise is a key component of the process of providing customers with qualitative services in the process of the sale of goods. The purpose of the article is a model creation for management of staff potential development of the enterprise based on cooperation among concerned parties of its development for ensuring high-quality commercial services.The retrospective analysis of the definition "quality" is submitted and the analysis of the concept of "commercial services" is shown, in the course of which it was revealed that the majority of scientists and economists define the same range of phenomena as different concepts. The understanding of "qualitative commercial customer services" is given by the author, in particular the conformity of service to external or internal standards of service in a commercial enterprise.The argument that the quality of services is integral to the quality of service provider and depends on quality of services provided is presented. A management diagram of developing staff potential for ensuring the high-quality commercial service is offered.In conclusion, it is mentioned that the proposed management scheme of developing staff potential is directed to the development of customer-focused staff potential. The essence of the foregoing is the following: management of customer-focused staff potential development needs to be evaluated by the criteria of development processes, resource supplying to ensure implementation of processes, their monitoring, systematic analysis, fulfillment of planned activities to ensure the effectiveness of the processes and their improvement. A result of implementation of the proposed scheme of developing staff potential is creation of balanced mutual benefits of concerned parties in the process. In the future for further studies of the research a task is set to create methodological foundation for implementation of staff potential development standard at the commercial enterprise on the basis of applying the management system of high-quality services.

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