For earning profits in an organization and making your business successful, the most important factor is customer satisfaction. When the companies make their customers delighted by giving them more than their expectations then they become loyal and loyalty leads towards customer retention. The term Customer Satisfaction is widely used to measure how far the customers have been able to satisfy from company’s product and services. This action is very useful for organizations to supervise, monitor, manage and control their business activities. It is a key indicator and it helps to formulate business strategies. For customer satisfaction the main focus of employees is to fulfill customer’s expectations.
Customer relationship management (CRM) is a commonly used to manage a company’s interactions with customers, clients, and sales prospects. It involves using technology to organize, mechanize, and synchronize business processes principally sales activities but also those for marketing, customer services and technical support. The main objective is to find, attract and win new customers. The main objective of customer relationship management is to improve the quality and efficiency, decrease the cost, increase profitability and improve planning. Customer Relationship Management is basically the industry jargon which is used in information technology and is mostly popular in methodologies, software and internet to help in maintaining the whole database of customers. This database provides information regarding to salesperson, management and above all the relevant information of customers.
This paper has studied the element of workforce diversity and which strategies are to be adopted to minimize this element. For these software industries to succeed (more than they already have), the workforce must be content with the organization policies. The information examined has brought into light ways in which Human Resource policies and practices may be used to influence the workforce. This study has led to the idea that there is one best approach in which Human Resource management should be applied. Moreover, this approach has a positive effect on organizational performance. Review investigating how Human Resource strategies can be aligned with wider organizational goals has also been examined. It has been proven that core success is determined by the software professionals themselves. Human Resource has an important role in supporting organizational strategy by first supporting the software professionals’ interests.
Researcher found that almost 78% of the workers interviewed in these companies were unsatisfied with the Human Resource strategies put in action. The remaining population is either content with their position or their expectations have been met in the company. Moreover, Researcher cited complaints like harassment, favorism, low wages, workforce diversity, unfair management where the employees were to tick on the ones faced the most.
Person-culture (P-C) fit and person-job (P-J) fit are the two significant variables that are closely related to employee turnover (Kelleher et al., 2011). Person-culture is the fit between personal beliefs and values of an individual whereas Person-job is the fit between the occupation challenges and achievement orientation of a person (Kelleher et al., 2011). Absence of these fits results in decreased job satisfaction leading to employee turnover. Both of these variables are extremely significant to the software industry in India, which is a people and skill concentrated industry. Achieving great levels of fit starts right from the recruitment stage therefore, Human Resource managers need to develop the selection process appropriately.
Once Human Resource managers have delegated duties to employees, it is important to let them work on the tasks (Huselid, 2005). This is by giving them room to do so. Show authority but do not micromanage your employees. Micromanaging is a vice that can lead to employee turnover. This happens that employees’ expectations are being met in the organization but managers are applying excessive authority on them. Micromanagement causes damage to the employees and eventually to the manager (Dyer et al., 2003). It creates a stressful environment and discontent among employees. Micromanagement prevents employee development. The micromanager delegates duties but there is no effort to challenge employees with learning situations. Micromanagers end up delegating nothing of consequence to the employee, thus depriving employees the opportunity to grow within the organization (Dyer et al., 2003).
The micromanager often reprimands mistakes causing employees to hide their mistakes and avoid taking risks.
Many organizations overlook the need to tap into the unrestricted efforts of employees. This is a key factor and is of great essence to the organization’s success. Engagement with staff is necessary as it is an effective tool towards production, because it provides information to Human Resource managers (MacDuffie, 2005). This information is useful coming from employees as they are the ones with first hand access to company products. To raise engagement levels, companies must make greater use of rewards of non-monetary nature such as career growth opportunities, meaningful job designs and employee recognition programs.
Software industry recognized as a significant engine of economic development for many developing countries. The development of this industry purely based on the effective management of human resources and diversity. For any organization to work, the Human Resource department must be in play (Edward et al., 2002). The Human Resource department is the one that deals directly with the employees of an organization. Without employees an organization cannot operate. In Indian software companies, there is workforce diversity. This is because the Human Resource department does not operate “properly” when dealing with respective employees. Top software companies in India embrace a policy known as Employee Manual Builder. This policy saves the company a lot of money in terms of employee recruitment and training. The employees simply read a manual and follow all the rules and regulations within it. They almost never engage with their superiors. Communication is regarded as one of the most effective tools in Human Resource management and this is lacking in software industries in India.
Resolution of Certain Political and Social Issues
Certain political and social factors were identified as constituting draw-backs to the attraction of FDI into Uganda. These include the fragile polity and corruption. These need to be resolved if foreign investments are to increasingly flow into the country.
Democracy needs to be further entrenched in the country through continuous tolerance for the opposition and the conduct of free and fair elections. The tell-tales of corruption in the country must be equally matched with stories of government’s successful efforts to combat the scourge; otherwise, wrong signals will continually be sent to intending foreign investors who are considering Uganda as their possible investment destination, as increasing emphasis is being placed on transparency and ethics in business transactions in the developed world which are also the major sources of FDI.
Investment Opportunities in Uganda
A number of opportunities exist in the entire economy. However, the government targets some as priority sectors. These include Agriculture, Energy, Health, Education, Mining and Services such as tourism, finance and ICT. It also targets countries, such as UK, USA, Kenya (EAC), South Africa, India, China, UAE and Singapore as good sources of foreign direct investment into Uganda (Interview with a source at UIA, October 2011).
Kibikyo (2008) and Ajaegbu (2011) identified the contradiction in the fact that despite agriculture contributing 40% to GDP in 2003, the Investment Code Act, 1991, which governs investments in Uganda, discouraged FDI investing in the sector. Foreign investors were refused engagement in agricultural production except for provision of materials or other assistance to the local farmers; leasing a piece of land for manufacturing and for ensuring a regular supply of raw materials with permission from the Finance Minister upon the recommendation from the Uganda Investment Authority (UIA) through a statutory instrument.