Q1. How CRM is Important for an Organization and what is E-CRM .

CRM.

Customer relationship management (CRM) is a technology for managing all your company’s

relationships and interactions with customers and potential customers. The goal is simple: Improve

business relationships. A CRM system helps companies stay connected to customers, streamline

processes, and improve profitability.

When people talk about CRM, they are usually referring to a CRM system, a tool that helps with

contact management, sales management, productivity, and more.

A CRM solution helps you focus on your organisation’s relationships with individual people —

including customers, service users, colleagues, or suppliers — throughout your lifecycle with

them, including finding new customers, winning their business, and providing support and

additional services throughout the relationship.

What does a CRM system do?

A customer relationship management (CRM) solution helps you find new customers, win their
business, and keep them happy by organising customer and prospect information in a way that

helps you build stronger relationships with them and grow your business faster. CRM systems start

by collecting a customer's website, email, telephone, social media data, and more, across multiple

sources and channels. It may also automatically pull in other information, such as recent news

about the company's activity, and it can store personal details, such as a client's personal

preferences on communications. The CRM tool organises this information to give you a complete

record of individuals and companies overall, so you can better understand your relationship over
time.
A CRM platform can also connect to other business apps that help you to develop customer

relationships. CRM solutions today are more open and can integrate with your favourite business

tools, such as document signing, accounting and billing, and surveys, so that information flows

both ways to give you a true 360-degree view of your customer.

Q2. What is TQM what are different dimensions of TQM .

Total Quality Management (TQM) is a management approach focusing on the improvement of
quality and performance in all functions, departments, and processes across the company to
provide quality services which exceed customer expectations. TQM expands the scope of quality
of every department from top management to lower level employees. It enables management to
adopt a strategic approach to quality and put more effort on prevention rather than on inspection.
Through TQM, all employees are trained in a professional manner and encouraged to make
decisions on their own to improve the overall quality and attain higher standards. This is key to
achieving the TQM results desired, because without your employees on board and feeling
empowered, you might as well be swimming upstream.
Through TQM, companies increase customer satisfaction, reduce costs, and foster team work.
Companies can also gain higher returns on sales and investment. The ability to provide quality
services allow for higher prices to be charged. Total quality means better access to global markets,
greater customer loyalty, wider recognition as a quality brand, etc.
TQM is broadly based on the following principles:

1. Customer Centric Approach

Consumers are the ultimate judge to determine whether products or services are of superior
quality or not. No matter how many resources are pooled in training employees, upgrading
machines and computers, incorporating quality design process and standards, bringing new
 technology, etc.; at the end of the day, it is the customers who have the final say in judging
your company. Companies must remember to implement TQM across all fronts keeping in
mind the customers.

2. Employee Involvement

Ensuring total employee involvement in achieving goals and business objectives will lead
to employee empowerment and active participation from the employees in decision making
and addressing quality related problems. Employee empowerment and involvement can be
increased by making the workspace more open and devoid of fear.

3. Continual Improvement

A major component of TQM is continual improvement. Continual improvement will lead

to improved and higher quality processes. Continual improvement will ensure companies
will find new ways and techniques in producing better quality products, production, be
more competitive, as well as exceed customer expectations.

4. Strategic Approach to Improvement

Businesses must adopt a strategic approach towards quality improvement to achieve their
goals, vision, and mission. A strategic plan is very necessary to ensure quality becomes the
core aspect of all business processes.

5. Integrated System

Businesses comprise of various departments with different functionality purposes. These

functionalities are interconnected with various horizontal processes TQM focuses on.
Everyone in the company should have a thorough understanding of the quality policies,
standards, objectives, and important processes. It is very important to promote a quality
work culture as it helps to achieve excellence and surpass customer expectations. An
integrated system ensures continual improvement and helps companies achieve a
competitive edge.

6. Decision Making

Data from the performance measurement of processes indicates the current health of the
company. For efficient TQM, companies must collect and analyze data to improve quality,
decision making accuracy, and forecasts. The decision making must be statistically and
situational based in order to avoid any room for emotional based decisions.

7. Communications

Communication plays a crucial role in TQM as it helps to motivate employees and improve
their morale during routine daily operations. Employees need to be involved as much as
possible in the day to day operations and decision making process to really give them a
sense of empowerment. This creates the environment of success and unity and helps drive
the results the TQM process can achieve.
Q3. Explain managing Cultural diversity inside an Organization .

Managing Cultural Diversity in the Workplace

Developing cultural competence results in an ability to understand, communicate with, and
effectively interact with people across cultures, and work with varying cultural beliefs and
schedules. While there are myriad cultural variations, here are some essential to the workplace:
1. Communication: Providing information accurately and promptly is critical to effective work
and team performance. This is particularly important when a project is troubled and needs
immediate corrective actions. However, people from different cultures vary in how, for example,
they relate to bad news. People from some Asian cultures are reluctant to give supervisors bad
news – while those from other cultures may exaggerate it.
2. Team-Building: Some cultures – like the United States – are individualistic, and people want
to go it alone. Other cultures value cooperation within or among other teams. Team-building issues
can become more problematic as teams are comprised of people from a mix of these cultural types.
Effective cross-cultural team-building is essential to benefiting from the potential advantages of
cultural diversity in the workplace, and is one of the top benefits of diversity training in the
workplace.
3. Time: Cultures differ in how they view time. For example, they differ in the balance between
work and family life, and the workplace mix between work and social behavior. Other differences
include the perception of overtime, or even the exact meaning of a deadline. Different perceptions
of time can cause a great misunderstanding and mishap in the workplace, especially with
scheduling and deadlines. Perceptions of time underscore the importance of cultural diversity in
the workplace, and how it can impact everyday work.
4. Schedules: Work can be impact by cultural and and religious events. The business world
generally runs on the western secular year, beginning with January 1 and ending with December
31. But some cultures use wildly different calendars to determine New Years or specific holy days.
For example, Eastern Orthodox Christians celebrate Christmas on a different day from western
Christians. For Muslims, Friday is a day for prayer. Jews observe holidays ranging from Rosh
Hashanah to Yom Kippur.
These variations affect the workplace as people require time off to observe their holidays. For that
an organization may fix Religious Holidays 2022 Calendar.
Q4. What are Big 5 Traits of Personality Or Explain OCEAN .

Many contemporary personality psychologists believe that there are five basic dimensions of
personality, often referred to as the "Big 5" personality traits. These five primary personality traits
are extraversion (also often spelled extroversion), agreeableness, openness, conscientiousness,
and neuroticism.
Extraversion is sociability, agreeableness is kindness, openness is creativity and intrigue,
conscientiousness is thoughtfulness, and neuroticism often involves sadness or emotional
instability.

Understanding what each personality trait is and what it means to score high or low in that trait
can give you insight into your own personality—without taking a personality traits test. It can also
help you better understand others, based on where they fall on the continuum for each of the
personality traits listed.

An Easy Way to Remember the Big 5

Some use the acronym OCEAN (openness, conscientiousness, extraversion, agreeableness, and
neuroticism) to remember the Big 5 personality traits. CANOE (for conscientiousness,
agreeableness, neuroticism, openness, and extraversion) is another option.
Openness

Openness (also referred to as openness to experience) emphasizes imagination and insight the
most out of all five personality traits.1 People who are high in openness tend to have a broad
range of interests. They are curious about the world and other people and are eager to learn new
things and enjoy new experiences.

People who are high in this personality trait also tend to be more adventurous and creative.
Conversely, people low in this personality trait are often much more traditional and may struggle
with abstract thinking.

High
• Very creative
• Open to trying new things
• Focused on tackling new challenges
• Happy to think about abstract concepts

Low
• Dislikes change
• Does not enjoy new things
• Resists new ideas
• Not very imaginative
• Dislikes abstract or theoretical concepts
Conscientiousness

Among each of the personality traits, conscientiousness is one defined by high levels of
thoughtfulness, good impulse control, and goal-directed behaviors.1 Highly conscientious people
tend to be organized and mindful of details. They plan ahead, think about how their behavior
affects others, and are mindful of deadlines.

Someone scoring lower in this primary personality trait is less structured and less organized.
They may procrastinate to get things done, sometimes missing deadlines completely.

High
• Spends time preparing
• Finishes important tasks right away
• Pays attention to detail
• Enjoys having a set schedule
Low
• Dislikes structure and schedules
• Makes messes and doesn't take care of things
• Fails to return things or put them back where they belong
• Procrastinates important tasks
• Fails to complete necessary or assigned tasks
Extraversion

Extraversion (or extroversion) is a personality trait characterized by excitability, sociability,

talkativeness, assertiveness, and high amounts of emotional expressiveness.1 People high in
extraversion are outgoing and tend to gain energy in social situations. Being around others helps
them feel energized and excited.

People who are low in this personality trait or introverted tend to be more reserved. They have
less energy to expend in social settings and social events can feel draining. Introverts often
require a period of solitude and quiet in order to "recharge."

High
• Enjoys being the center of attention
• Likes to start conversations
• Enjoys meeting new people
• Has a wide social circle of friends and acquaintances
• Finds it easy to make new friends
• Feels energized when around other people
• Say things before thinking about them
Low
• Prefers solitude
• Feels exhausted when having to socialize a lot
• Finds it difficult to start conversations
• Dislikes making small talk
• Carefully thinks things through before speaking
• Dislikes being the center of attention
Agreeableness

This personality trait includes attributes such as trust, altruism, kindness, affection, and
other prosocial behaviors.1 People who are high in agreeableness tend to be more cooperative
while those low in this personality trait tend to be more competitive and sometimes even
manipulative.

High
• Has a great deal of interest in other people
• Cares about others
• Feels empathy and concern for other people
• Enjoys helping and contributing to the happiness of other people
• Assists others who are in need of help
Low
• Takes little interest in others
• Doesn't care about how other people feel
• Has little interest in other people's problems
• Insults and belittles others
 • Manipulates others to get what they want
Neuroticism

Neuroticism is a personality trait characterized by sadness, moodiness, and emotional

instability.1 Individuals who are high in neuroticism tend to experience mood swings, anxiety,
irritability, and sadness. Those low in this personality trait tend to be more stable and
emotionally resilient.

High
• Experiences a lot of stress
• Worries about many different things
• Gets upset easily
• Experiences dramatic shifts in mood
• Feels anxious
• Struggles to bounce back after stressful events
Low
• Emotionally stable
• Deals well with stress
• Rarely feels sad or depressed
• Doesn't worry much
• Is very relaxed

Q5. Explain Myers & Briggs' 16 Personality Types with MBT Test theory .
The most popular and well-known system of personality typing was developed by Isabel Briggs
Myers and her mother, Katharine Briggs, in the 1960's. Myers and Briggs built on the personality
theories of Swiss psychiatrist Dr. Carl Jung as outlined in his book, Psychological Types, and
developed one of the world's most popular personality assessments, the Myers Briggs Type
Indicator®, or MBTI®.

The Basics of Myers & Briggs' Personality Theory

The Myers-Briggs system describes a person’s personality through four opposing personality
functions, variously known as dichotomies, preferences or scales. The first three preferences are
based on the writings of Jung; Katherine Cook Briggs added the final preference, Judging versus
Perceiving, based on her own observations.

• Extraversion vs. Introversion: How do you gain energy? Extraverts like to be with
others and gain energy from people and the environment. Introverts gain energy from
alone-time and need periods of quiet reflection throughout the day.
 • Sensing vs. Intuition: How do you collect information? Sensors gather facts from their
immediate environment and rely on the things they can see, feel and hear. Intuitives look
more at the overall context and think about patterns, meaning, and connections.
• Thinking vs. Feeling: How do you make decisions? Thinkers look for the logically
correct solution, whereas Feelers make decisions based on their emotions, values, and the
needs of others.
• Judging vs. Perceiving: How do you organize your environment? Judgers prefer
structure and like things to be clearly regulated, whereas Perceivers like things to be open
and flexible and are reluctant to commit themselves.

The choice of preference is either/or—in Myers and Briggs' system, you’re either an Introvert or
an Extravert, a Judger or a Perceiver.