Business Excellence and Management

5-18

Authors: Lorena DUDUIALA POPESCU

The modern society is in a constant process of change and development. Changes in the world achieve superior improvements so a new financial asset, larger better. Throughout this paper we presented the defining features of management and future managers and the main problems they face in the new organization. Today, more than ever, the science is science that defeats management, management. The change management role and success of a manager depends on his ability to keep pace with these changes and be a role model for employees, companies are moving toward a more flexible structure, more agile, less hierarchical, so the managers will have to change their role to develop anticipation, adaptability, to think and act globally. All these features are essential for the future manager. Future developments of management can be characterized by the fact that they will cover all areas of economic, social and political, allowing a better understanding and approach to market issues and customer needs. The motivation for choosing this work is in the interest to discover the most effective ways of management in the future, and to identify the main qualities required future manager.

28-40

Authors: Romaniţa Valentina IONESCU, Lucreţia Mariana CONSTANTINESCU

On the saturated market area by the banking service offers, the interest rate isn’t certainly the only factor which determines the customers’ freedom choice between formal and informal because certainly it keeps in touch with the other factors such as the flexibility of loan terms is at stake understanding of the customers’ habits and their expectations that are essential to understand their perception of the banking products quality. This paper aims the banks’ contribution to develop a process of financial inclusion of the target-groups of population based on the social responsibility of banks because, we consider that a sustained financial inclusion can be achieved only when the banks give high quality services focused to the customers’ or clients’ needs. The financial habits complexity of the target-customers and the deep connection between financial practices and codes of society, may promote to a vision about the financial services quality very unconventionally. The evaluation of financial services quality is very complex and the consumers/clients don’t always the same standard of the evaluation criteria, reason for which the banks must find a vector which proves to be the link between the prevention non-quality services and the customers’ satisfaction that determines their loyalty to the bank. Thus the performance on the market become the result of the Quality management implementation-vector that orientates the stakeholders towards client and environment and the mission of the bank as a responsible company will be full attend.

57-64

Authors: Vlad BALANESCU, Paul SOARE

Business Process Management is deemed as a breakthrough solution for the problems affecting organizations in the current taught economic times. Although BPM is approached extensively in the area of research, one can notice a low level of alignment with regards to how it is being viewed, what it represents. With this article we are stressing on the importance of BPM, placing emphasis on its development while also underlying its impact on organizations and best practices with this regard.

71-84

Authors: Georgeta ŞOAVĂ, Mircea RĂDUŢEANU

Customer relationship management is a marketing imperative, derived not only from the need to improve the company‘s financial situation, but of the undeniable advantages of loyalty and a customer base stabilization. Constituting itself as an innovative tool is still subject to varying interpretations as diverse ways of implementation, in the context of new guidelines of sales activity: optic change from the product to potential beneficiaries. Implementation of a system suitable CRM represents a vital problem for a company, who follows to establish longterm consumer relationships with customers. In view of these issues, we made this work, in which I first raised some general aspects on the concept of Customer Relationship Management, main benefits and objectives and then to present the main factors of success in CRM. Putting into practice of the concepts require the use of various instruments and complex most often computerized, so we have reviewed common mistakes in CRM implementations and main IT tools for CRM ,implications of CRM in decision making and products dedicated to CRM. In the end of the work we presented a set of conclusions considering that the customer relationship becomes, in the context of traditional means of promotion depreciation, the main way to strengthen the position of firms on the market, generating the benefits of message transmission efficiency, proximity to target consumers and create a relationship of trust with them.