RANKING THE SKILL PRIORITIES OF BANKING MANAGERS FOR SERVICE DEVELOPMENT WITH FUZZY QUALIFLEX

Yıl 2021, Cilt: 2 Sayı: 1, 109 - 128, 23.04.2021

Hasan Dinçer , Serhat Yuksel

Öz

This study aims to evaluates the skills required by bank managers to be successful in developing new products and services. In this process, 3 different types of skills were identified: technical, conceptual and human skills. Fuzzy QUALIFLEX method is considered to rank these different skills. The findings state that conceptual skills are the most significant for the bank managers in order for the success of new service development process. Thus, it is recommended that banks should employ managers to the new product and service development department who have more effective conceptual skills. Because the managers, who have conceptual thinking skills, question why an event is necessary. Therefore, they can solve their complexity more successfully. Since this situation is crucial for new service development process, banks should firstly make a survey analysis with the candidates to understand their skills more effectively and give priorities for the people who have conceptual skills.

Anahtar Kelimeler

Skill Priorities, Banking Industry, New Service Development, Fuzzy QUALIFLEX

BANKA YÖNETİCİLERİNİN HİZMET GELİŞTİRME ÖNCELİKLERİNİN BULANIK QUALIFLEX İLE ANALİZ EDİLMESİ

Öz

Bu çalışma, banka yöneticilerinin yeni ürün ve hizmetler geliştirmede başarılı olabilmeleri için ihtiyaç duydukları becerileri değerlendirmeyi amaçlamaktadır. Bu süreçte, teknik, kavramsal ve insan becerileri olmak üzere 3 farklı beceri türü belirlenmiştir. Bulanık QUALIFLEX yöntemi bu farklı becerileri sıralayabilmek için dikkate alınmıştır. Bulgular, yeni hizmet geliştirme sürecinin başarısına yönelik olarak, banka yöneticileri için kavramsal becerilerin en önemli faktör olduğunu ortaya koymaktadır. Bu nedenle, bankaların yeni ürün ve hizmet geliştirme departmanına daha etkin kavramsal becerilere sahip yöneticiler istihdam etmesi önerilmektedir. Çünkü kavramsal düşünme becerisine sahip yöneticiler, bir olayın neden gerekli olduğunu sorgulamaktadır. Bu nedenle, bahsi geçen yöneticiler meydana gelen karmaşıklıkları daha başarılı bir şekilde çözebilmektedirler. Bu durum yeni hizmet geliştirme süreci için hayati önem taşıdığından, bankaların öncelikle becerilerini daha etkili anlayabilmeleri ve kavramsal becerilere sahip kişilere öncelik verebilmeleri için adaylarla anket analizi yapmaları yerinde olacaktır.

Anahtar Kelimeler

Bankacılık Sektörü, Yeni Hizmet Geliştirme, Bulanık QUALIFLEX

Kaynakça

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