Human Resource Management Problems of Samsung Card Customer Service and its solutions

소개

경영학 인적자원관리론의 케이스 스터디 레포트로,
삼성카드의 (1) High turnover (2) Low external fit 에 대한 문제를 다루고 있습니다.

Causes of Problems는 아래와 같이 나누었으며
2.1.Low working stability (High Uncertainty Avoidance, Low procedual, interactionall Justice)
2.2.Pay and Benefit
(1)Outcome Unfairness
(2)Short term oriented benefits오

아래와 같이 Solution을 제시합니다.
3.1.Achieve procedural Justice by sharing information
3.1.1Preventing additional outflow by Job Rotation
3.2.Increase Equity by Market survey appraoach
3.3.Increase customer satisfaction by Behavioral approach

목차

1.Introduction
1.1. Introduction of company
1.2. Rationale for topic decision
(1) High turnover
(2) Low external fit

2. Causes of Problems
2.1. Low working stability (High Uncertainty Avoidance, Low procedual, interactionall Justice)2.2. Pay and Benefit
(1) Outcome Unfairness
(2) Short term oriented benefits

3. Solution
3.1. Achieve procedural Justice by sharing information
3.1.1 Preventing additional outflow by Job Rotation
3.2. Increase Equity by Market survey appraoach
3.3. Increase customer satisfaction by Behavioral approach

4. Conclusion

본문내용

1.2. Rationale for topic decision
Samsung Card Customer service is the company divided from Samsung card. Samsung card divided the company in order to maximize external fit of their customer satisfaction strategy with their human resource management system.
By offering outsourced service employees a permanent position in SCCS under condition of working 1 year, company expected more employee satisfaction , increased service quality and ultimately more customer satisfaction. SCCS expected to be number one in satisfying customer in this industry. However, they were not. Rather, they confronted with the very opposite situations of high turnover and low external fit. We wanted to find out why.

1.2.1. High turnover
Unlike the rosy expectation, SCCS is having high turnover issue after its division from Samsung card. It is so serious that they even have rumor about it which is ‘In SCCS selects 250 employees and 265 employees quit company per year’.

According to internal employee, even employees who have been working for 10 years left the company after its division.

참고자료

· 삼성카드 홈페이지 상담원 채용 공고