EXTERNAL CUSTOMER ORIENTED HUMAN RESOURCE MANAGEMENT: COMPETENCIES AND ROLES OF HUMAN RESOURCE PROFESSIONALS

Abstract

Customer oriented human resource management is a strategic approach human resource management directly contributes organizational effectiveness. In this approach human resource department develops relationship with both internal and external customers. In this context human resource management aims to create values for the organization making customers participate in organizational activities. To have customer oriented human resource management human resource professionals should adapt customer oriented roles and develop customer oriented competencies. In this study approach of customer oriented human resource management and roles and competencies for this approach are evaluated by using related literature

Keywords

• Human Resource Management,External Customer Orientation,Internal

DIŞ MÜŞTERİ ODAKLI İNSAN KAYNAKLARI YÖNETİMİ: İNSAN KAYNAKLARI PROFESYONELLERİNİN ROLLERİ VE YETKİNLİKLERİ

Öz

Müşteri odaklı insan kaynakları yönetimi insan kaynakları yönetiminin örgütsel etkinliğe doğrudan katkı yapacağı stratejik bir yaklaşımı ifade etmektedir. Bu yaklaşımda insan kaynakları hem çalışanlar hem de müşteriyle doğrudan ilgilenmektedir. Bu çerçevede insan kaynakları yönetimi müşterinin kurumsal faaliyetlere katılımını sağlayarak müşterinin organizasyon için değer üretmesini amaçlamaktadır. İnsan kaynakları yönetiminin müşteri odaklı olabilmesi için insan kaynakları profesyonellerinin müşteri odaklı roller benimsemesi ve müşteri odaklı yetkinlikler geliştirmesi gerekmektedir. Çalışmada müşteri odaklı insan kaynakları anlayışı ve bu anlayışın gerektirdiği roller ve yetkinlikler ilgili yazından faydalanılarak değerlendirilmektedir.

Anahtar Kelimeler

• İnsan Kaynakları Yönetimi,Dış Müşteri Odaklılık,İç Müşteri Odaklılık,Yetkinlikler

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