Annual measurement of satisfaction with the quality of services provided to the human capital of Mobarakeh Steel Company

According to May Metals, Mohammad Hosseini, emphasizing that "customers" are the key to the survival and durability of organizations, and "internal customers" play a more significant role in this field by directly affecting the quality and quantity of products and services, and said: the employees of the organization Also, they are a source of organizational knowledge and experiences, and these experiences need to be transformed from tacit knowledge into explicit knowledge and used to improve the provision of exemplary products and services.

Pointing out that planning the provision of services with the aim of increasing employee satisfaction is the responsibility of the human capital units, he said: In order to increase the quality of services provided in the field of human capital, it is necessary to measure the views and opinions of employees on the current services provided.

According to the head of strategic human capital research and studies of Mobarakeh Steel, numerous studies show that employees who have a higher level of satisfaction will also have more job enthusiasm and therefore have a better morale in the work environment and, as a result, more efficiency and effectiveness.

 And in addition, they will have a greater commitment to continuous development and continuous improvement of quality in the organization.For this reason, it is very important and necessary for every organization to identify the satisfaction factors of its employees and continuously review and monitor its level in order to be able to set correct and accurate criteria for the level of satisfaction of its employees.

He pointed out: In the field of services of human capital units, considering the diverse subsystems of this sector, including human capital planning, job design, recruitment and selection, employee performance management, compensation for services and benefits, safety, training and development, etc. The quality dimensions of the related services are different. Research shows that in order to propose a set of dimensions of service quality in human capital units, it is necessary to customize the mentioned dimensions according to the desired processes.

Participation of 5000 employees in the survey

In this context, the human capital research and strategic studies expert stated: In order to receive employees' opinions, the human capital research and strategic studies section annually measures the satisfaction of the service quality of the human capital units at two levels of employee satisfaction with the quality of services provided to They (QHS1) and the satisfaction of unit managers (QHS2) based on the Serv.Qual model.

According to Sajjad Sadeghi, the Serv.Qual model is an effective tool for surveying customer satisfaction and is based on the service quality gap model. This method, which was invented by Parasuraman et al. (1996), is used to measure service quality in terms of various dimensions such as reliability, responsiveness, assurance, empathy and tangibles.

Sadeghi added: In the last survey held in November 1403, according to the information provided, about 5,000 employees participated using the company's comprehensive survey system, which has been launched on the Internet.

Average employee satisfaction has had a stable trend compared to previous years

He pointed out: Based on this, the level of employee satisfaction with the quality of services provided in various components such as administrative services, training and development, HSE, sports, commuting, nutrition and restaurants, trips and welfare facilities, mission and ceremonies, urban services And the changing rooms were measured, and the average satisfaction has been stable compared to previous years.

The human capital strategic research and studies expert of Mobarakeh Steel emphasized: According to the survey process, after conducting the survey and analyzing it in the human capital research and studies section, the analysis report of the results will be presented to the human capital officials, and in cases where employee satisfaction is less than optimal. is,The areas of improvement are compiled by the relevant departments and the necessary follow-ups are also carried out, and finally, the changes resulting from the feedback of the employees are notified in the employee portal.