LV thạc sỹ_Recommendations to improve management of employees performance and customer relationship in leasing business of Intracom

I NATIONAL ECONOMICS UNIVESITY ENGLISH FOR BUSINESS DEPARTMENT FACULTY OF FOREIGN LANGUAGES  Hanoi- 5/ I NATIONAL ECONOMICS UNIVESITY ENGLISH FOR BUSINESS DEPARTMENT FACULTY OF FOREIGN LANGUAGES  ¬ RECOMMENDATIONS TO IMPROVE MANAGEMENT OF EMPLOYEES’ PERFORMANCE AND CUSTOMER RELATIONSHIP IN LEASING BUSINESS OF INTRACOM Field code: 701 Supervisor: Hanoi- 5/2011 i ACKNOWLEDGEMENTS This study is completed not as the result of my personal effort but the outcome of enthusiastic support and contribution from many people involved in my internship process Therefore, I would like to thank Ms … Once again, I deeply appreciate all the great support that I received during my internship ii EXECUTIVE SUMMARY This report provides an analysis on the failure of Leasing Department-Intracom in term of employees’ performance and customer relationship management Data collected through methods of observation, horizontal and vertical analysis of revenue, growth and proportion shows that revenue and activities of Leasing Department has been running smoothly over the time However, the number of employees leaving for another place and company outnumbers against other companies, moreover the relationship management in Leasing Department of Intracom is managed manually lacking the support of modern machines This situation is the result of inefficient employees’ performance management and inefficient customer relationship management Its management failures are shown the most clearly in two sources: employee turnover and communication facilities Therefore, a management reform is the key solution to help Leasing Department overcome its drawbacks and attain greater competitive strength among other lease buildings in Hanoi Recommendations discussed in this report include:  Improve employees’ performance management  Improve customer relationship management iii TABLE OF CONTENTS ACKNOWLEDGEMENTS i EXECUTIVE SUMMARY ii TABLE OF CONTENTS .iii INTRODUCTION CHAPTER 1: INRODUCTION OF LEASING BUSINESS OF INTRACOM .3 1.1 Introduction of Intracom .3 1.1.1 History of establishment and outstanding achievements 1.1.2 Business activities 1.2 Leasing activity in Intracom: Role and Difficulties .4 1.2.1 Role .4 1.2.2 Difficulties As Philip Kotler says the difficulties of a business contain external and internal burdens The followings are external difficulties which come from the outside environment Intracom has face to biggest challenges: CHAPTER THEORETICAL FRAMEWORK .9 2.1 Framework 2.1.1 Management 2.1.2 Lease management 10 2.1.3 Lease management concerns 11 2.2 Important role of employee and customer relationship managements in leasing field 13 2.3 Improving customer and employee relationship managements 16 2.3.1 Employee management .16 2.3.2 Customer relationship management 20 CHAPTER 25 ANALYSIS AND FINDINGS .25 3.1 Employee performance management 25 3.1.1 Employee performance .25 3.1.2 Employee satisfactions 26 3.2 Customer relationship management 28 3.2.1 Intracom’s knowledge about its customers .28 3.2.2 Intracom leasing devices 32 Intracom has equipped the buildings with plenty of devices which can be divided into two groups: .32 CHAPTER 34 RECOMMENDATIONS .34 4.1 Employee management suggestions .34 4.1.1 Improving employees’ performance through opening training courses, drawing up employees in rank and waging properly 34 4.1.2 Improving employee satisfaction level .35 iv 4.2 Customer relationship management suggestions .36 4.2.1 To understand customers better .36 4.2.2 To facilitate customer data storage 37 CONCLUSION 38 APPENDIX 40 REFERENCES 41 INTRODUCTION Background Since 2009 of starting operation, Intracom has run business in leasing office smoothly with high percentage of filling up in room space However, the competitiveness becomes harsher and market is enlarging continuously, which presses Intracom has to consider remaining and improving operation proficiency to survive To achieve those objectives, Intracom has to overcome its failures in employee and customer relationship management Rationale The growth of Vietnam economy and free-trade create the convenient condition for firms to develop In plenty types of economic entities, small and medium firms are developing more outstandingly ever Each year sees the appearance of hundreds or thousands firms Their appearance also pushes a high demand on offices Based on that demand, offices for lease are more and more built to respond to that demand Leasing offices is more and more developed The market of lease is filling up rapidly, which put requirements to companies in leasing business to try more in fierce competition round Intracom is a long-time player in this business Since its establishment in 1998, Intracom has provided leasing services and construction in numerous projects In some extent, it can be seen as well-known in the C-classed office for lease However, as a specialized department with its own management Leas Department has failed to prove its efficiency in keeping employees loyal to company and keeping in touch with customers This results from its inefficient management Therefore, in this study, I analyzed some drawbacks of Lease Department in terms of employees’ performance and customer relationship managements from which I could draw some recommendations to solve the situation Research questions My report gives answers to the following questions: - What are issues of employees’ performance management? - What are Lease Department’s failures in customer relationship management? - How can Lease Department and Intracom improve its management? Scope of research The study focus on analyzing failures of Intracom in managements of employee and customer relationship in order to withdraw the lessons and to give some recommendation to innovate its leasing performance Methodology In this report I based on three main research methods to present my ideas and arguments, which are observational method, quantitative method and descriptive method Sources and method of data collection Analysis in my report primarily based on secondary data such as statistics of employee turnover, records of human resources and current facilities The data was collected through observation, Intracom’s performance reports and minutes of meetings CHAPTER 1: INRODUCTION OF LEASING BUSINESS OF INTRACOM 1.1 Introduction of Intracom 1.1.1 History of establishment and outstanding achievements Precursor of Intracom is a State-owned Company and it was transferred into Joint Stock Company model in 2006 That milestone marked the expanding of Intracom from a single business into a multiple business In other word, Intracom has diversified its business activity Intracom with 300 employees include engineers, experts, workers, etc They work and build a plenty of projects of offices, apartments, social houses and new urban zones The chef filed of Intracom business is building containing hydro powers, high-rise and low-rise buildings etc However, the company is spreading its business into leasing, financial investment, building materials, etc Intracom created and built its brand as a leading builder in construction with identical logo and slogan of “shining with country” and “integration for two-side development” It promises to bring winning and profit to its partners Intracom has been awarded a number of achievements and merits Some are merit by building ministry, gold cup for successful integration 2000 1.1.2 Business activities Intracom is building company widening its activities to other fields of investment, leasing and material production Nevertheless, its main power is in building and sub-fields are investment, leasing and material production Construction The main strength of Intracom is building and construction, which makes it Intracom values this as a start point and long development schedule Currently, Intracom is building major projects: Intracom Intracom 2, Intracom 3, Intracom 8, hydro power projects, Oriental medical project, Ta Loi 3, Ta loi and other small ones Investment Investment can be understood as spending spare money, labor, capitals, etc on the any field to make and create more money and benefits in the future Intracom currently is investing in finance, construction and hydro power In these, Intracom can contribute its capitals and other powers to the projects, following the principles of integration and sharing Beyond basic investments, Intracom stands on its incredibility to build up the close relationship with banks such as Agribank, Techcombank, Viettinbank and VRBank, etc Leasing Intracom depends on building to improve leasing activity In other word, a number of finished and planned projects and buildings will become the foundation and sources to develop leasing activities Leasing is a kind of new filed in Vietnam theoretically, but in practice, it can be seen as traditional one Because many enterprises are powerful in building, which makes potentiality to enhance leasing based on the spare rooms in their buildings Also, leasing keeps many advantages to develop in a transitional economy in Vietnam Leasing not only solve the problems of offices in hot-time of estate but also helps company, especially medium companies saves money of wasting on building one of their own Seeing that need, Intracom determines to keep up with the modern trend, focuses on growing leasing business 1.2 Leasing activity in Intracom: Role and Difficulties 1.2.1 Role Traditional business, new concept It is hard to trace back the origin of leasing business No clear evidence of leasing is found However, leasing business has a quite simple development like a natural improvement For the beginning, it started from the using up of available rooms and spaces of buildings where its owner couldn’t spend all The owner would like to exploit the available resources which can bring them more money than leave them empty For developed countries like America, Japan, etc, leasing is concerned both as practical business and development of a new management For developing nations as Vietnam, leasing is a practical business which has been running for a long time but there is no theoretical term is developed So is truth for Intracom’s case In Intracom, leasing is an old business as construction Two activities are stuck closely together More and more developed construction is, more and more potential of 26 the training courses being taken truly If some courses have ever organized, employees just saw them as thing called “wasting time” and “no effect” or “without influence”, etc because of that fact, employees working Intracom see themselves losing their competitive advantage in labour market, they assume that a long time working for Intracom blunts their ability and burn their enthusiasm For employees, especially young employees, Intracom is just a pause-point where they can stop in a moment of their life and waiting for something more challenging, more active and more promising b Conclusions after surveying employee turnover In working years, Intracom has complemented recruitment in times with large scale from significant positions of managers and directors to manual positions Many reasons of recruitment more employees can be exposed, such as spreading business activity, lack of professionals, etc However, the main reason of Intracom case is employee turnover, the number and frequency of employees in and out Intracom are large Normally, young employees came into Intracom but they stay here for months, sometimes months, then they leave for better jobs Their in and out definitely is not their personal problems, actually, it is the headache cause of Intracom It wastes the company’s fund for each time of recruitment and training; it wastes capitals for running recruitment programs and for paper work The cost annually takes a category of 2% income The biggest category of leaving employees is the young who have left their university Even though they are talent and creative which will be the gold factors for the development of a company in fierce competitive market Intracom can keep them means it cannot maintain its competitiveness in market, then sooner or later it will be knocked down by stronger ones with educated and active employees The loyal employees to Intracom are mainly manual workers who don’t have many options of jobs, they are middle age with a family and don’t dare to challenge themselves, they are who need “safety” or “security” than other else They are afraid of losing their current jobs, and then they stay and live on Intracom Let’s imagine Intracom machine with outnumber of “old devices” It should be asked that could Intracom maintain its survival with obsolete engines like that? As an old motorbike runs in wasting oil slowly, Intracom will find itself out of the playground 3.2 Customer relationship management 27 3.2.1 Intracom’s knowledge about its customers Based on the theory in chapter about relationship with customer main questions involving in Intracom leasing activity should be mentioned Table 1: Intracom’s customers Number renters ‘name Price (USD/m2) Area of office ( m2) Hai Au company 18 100 ELDORADO 13 140 MERRO 15 295 Pentalog Vietnam 10 508 Vietnam HDC media JSC 10 121 OPEC Plastics 13 109 Woodsland 13 136 Vietcare telecommunication group 13 138 Colombia sportswear 12 350 10 Vietvang JSC 12 104 11 Viet Phat Hung JSC 15,5 52 12 DELPHI Limited company 18 506 13 International group DKT in Vietnam 18 105 14 Scanwell Logistics Vietnam 17 105 15 International services JSC and 13 67 16 Infrastructure and transportation company 13 609 devices 28 Currently, Intracom’s customers include foreign and domestic companies They have the common feature of small scale, even its office is representative office International organization lease office for contact address only Other Vietnamese companies are media companies or small-scale firms who demand small or middle rooms and good impression and beautiful design Based on above information and collected one from my study, we can step by step answer following questions and assess the understanding of Intracom leasing department of its customers Question 1: Why customers choose Intracom building? Intracom is building office classed in C type because the main customers of this office kind are small and medium firms which lack of capitals They are new and young, then for them, leasing office is the best option to save their capitals For these firms, leasing office is also suitable for their business situation if they want to change office Such customers need their office clean, beautiful, professional which will impress their partners and customers at first sight Because of that demand, the leasers as Intracom must stress on the design and services It should get beautiful and creative outlay and design, these renters should care sub-services providing to their customers, make sure that their offices always clean and fresh Intracom building is a 9-storey building with each storey is estimated about 600 square meters large enough for offices of small-scale companies It is located at Pham Hung Street next to My Dinh bus station, near main roads, which makes good conditions for transportation and trading The surrounding includes high-rise buildings for lease and big banks and companies such as Tien Phong Bank, IJC Company, Audi showroom, etc which put Intracom at the centre post and attract plenty of leasers These conditions promote Intracom as an outstanding in leasing offices, however, the disadvantage side or the weakness of Intracom is marketing It can market its identification and recognition in the customers’ view, the amount of people know about the brand of Intracom is small People may know well about buildings such as Vincom, BIDV but a few know Intracom Obviously, these buildings and Intracom are not in the same share of 29 market, Intracom is C-class building while they are buildings in A and B classes It has to be admitted that big buildings will get more fund and capitals for marketing and ads; they can appear on big presses and newspapers like Vietnamnews, Ecomics Times, etc Nevertheless, with less cash, C-buildings as Intracom will take its way to market and ads In the forest of marketing ways, it even can exploit the advantage of Internet and its own customers, their customers will be the main marketers if Intracom can persuade them by its offices and perfect services Question 2: How much of the customer's total business does Intracom have compared with its competitors? In Hanoi location now, there are around 260 C-class buildings as the estimation by Savills, a leading real estate services provider The predication of A and B classes are cooling while C market becomes hotter Intracom has competed to other 259 buildings to attract customers Although the manager of Intracom sees the fact of hard rivalry but they not know the exact index calculating or counting how strong their competitors are It is hard to complement a study involved because it wastes a lot of money and time It is still necessary to make a brief survey to find out the fact of competition Since the first day of working, Intracom hasn’t taken any surveys to understand the environment market Understanding of Intracom about its competitors is fade and lack of proofs, which is the reflection of unprofessional working style Questions 3: How does Intracom’s customer see it? Intracom truly sees its customers as its partners who will cooperate with it and both come to success The guideline of Intracom is “cooperation for bilateral development” Even that is the guideline of Intracom for running business, it is still necessary to ask questions to probe their customers, to understand them carefully and more precisely Some things and hidden things will not be known without asking or surveying The one who knows how to exploit and to understand their customers will be the winner in the fast changing market Therefore, Intracom should be closer to its customers via numerous means from interviewing to making survey, from simple issue to complex one 30 Question 4: How difficult is for the customer to shift to Intracom’s competitor? For crowded leasing market of Hanoi, it is not hard or difficult for a customer changing from one renter to another if that leaser cannot satisfy their requirements and wishes According to Savills and Knighfrank, the main reasons persuade and keep customers loyal to a company are service quality and relationship of that company with customer Better and better its service and relationship with customers are, more and more difficulties their rivals are to get its customers Intracom needs to self asset its quality of services and relationship with customers Is it good? Is it the best they can get and try, are its competitors’ services better? Is there something they can improve in relation with customers? If Intracom can find the right answers for these questions, and keep considering about its weakness, finding way to improve, it can make sure about its business Question 5: What does the customer expect after signing leasing contract with Intracom? Leasing is kind of special business, a particular service, in which renters need to meet expectations of customers all the time It is not a kind of selling something then the firm can let it out of mind For sale business, after sale service is one of the important parts to keep customers loyal to them and change them to be the gold customers So is it true for leasing business The task in this business even more difficult because customers are in use the firm’s business, they can quit the contact immediately if they don’t satisfy with service provides even they have to compromise the contact The harder part even come later, when the brand and reputation is influenced badly because impression and comment of one customer becomes spreading and lure others’ view For leasing business, after a customer comes to sign up a contract, they will demand their offices always clean and receptionists and securities must be polite and have good manner of communication, they also desire more parking place and promotions and more privilege because they are gold customers Intracom needs care about its services lots, which will be determined mainly by employees and balancing between its profit and customers’ benefit, brainstorming which way is best for both sides That is a headache math for business persons 31 3.2.2 Intracom leasing devices Intracom has equipped the buildings with plenty of devices which can be divided into two groups:  Public devices: lights, shoe cleaner, automatic door, electrical loudspeaker, time speaker, ventalization system, lobby camera  Office devices: lights, air-conditioning  Electrical and technological devices are set up time to run in administrative time but public lights are turned on at 5pm and 6pm to 6am of the next day However, computerized devices are seen as shortage and communicationsupported devices haven’t equipped yet Especially, camera system has not been exploited in its usual capacity Intracom should consider using camera system at maximum volume and equip computerized devices, office management software to make its business more professional After analyzing the situations of Intracom, there are two biggest problems The first thing involving in employee management, Intracom’s employee management is assessed of classifications and special treatment among employees, which can identify and encourage excellent labor Moreover, the salary scheme of Intracom is not positive It means Intracom’s salary is not useful in keeping employees loyal, not only because the salary is quite low but also is the same for the best and the worst labor The second problem of Intracom involves in customer relationship management It lacks of modern device supporting connection to customers and storage of customer information After findings the problems of Intracom, some recommendations will be displayed in Chapter These recommendations are mainly about employee management and customer relationship in leasing business 32 CHAPTER RECOMMENDATIONS Basing on analysis and findings which are some weaknesses in management of Intracom’s management in employees’ performance and customer relationship presented in Chapter 3, Chapter will provide some recommendations to overcome those drawbacks The basis from which recommendations were drawn is the theoretical framework from Chapter of my report The key solution to Lease Department of Intracom’s problems is a management reform concerning two aspects: employees’ performance management and customer relationship management 4.1 Employee management suggestions 4.1.1 Improving employees’ performance through opening training courses, drawing up employees in rank and waging properly a Opening training course Training courses keep important role in the development and improvement of a company in private and whole industry in general If employees cannot learn new knowledge and technology, they are left and failed by themselves Training courses keep one company’s technology updated and following modern technology Intracom should open training courses regularly to hand over the technology and enhance profession to staff Training courses should include simple and complex contents That means not only engineers or architectures or directors need training but labor workers and manual labor need training as well “Trainer” needn’t to be a teacher or lecturer but can be a craft employee who can share their experience and knowledge Training courses should be organized gradually, intermix with working That measure ensures both working and training To improve efficiency of training courses, managers and directors should consider putting it in the employee assessment Employees show their trying and activeness in training should be highly valued 33 b Drawing up employees To motivate employees, keep them going on work, a hierarchy of work and responsibility should be set up Even for employees taking care of the same responsibility, some labels of title should be named to identify professional staff and inexperienced staff The way will be given a high opinion by professionals and be an encouragement to people at the lower positions, which will force them to try more c Facilitating modern devices to support employees’ work Nowadays the professional of an employee will depend partially on their ability to operate facilities and modern devices Obsolete devices cannot help bring high efficiency while modern devices can benefit both proficiency and energy saving To improve employees’ performance, Intracom should equip and install office management programs which will help leasing staff keep track of the current state of building, for example, using state, fire protection, air-conditioning systems, etc The labor workers should be trained to use computers because area of building will be computerized in management, if they cannot know how computers work and what they are telling, computers are running in shortage of capacity 4.1.2 Improving employee satisfaction level a Adjusting salary to match the market price One of the main reasons of employees leaving Intracom frequently is payment or salary 80% employees are not satisfied with their payment; they feel it is too low in comparison to their work Even salary Intracom pays to its employees is not lower than the average salary in the labor market The faulty of the salary system is “property”, employees need feeling of special and different senses, which ensures their need of “self-esteem” Like it is mentioned before different title job for different people in the same job, it should have different payment for different title jobs That ensures the labor cost of Intracom is not much higher than the labor, which can save for company and get the efficiency of encouragement to employees If they want to get higher payment they should try more to be professional but not leaving to find another company b Giving other welfares Besides salary, a lot of measures can show the efficiency of keeping customers and give them the feelings of satisfaction For example, commending excellent persons, 34 giving worthy awards, providing unemployment insurance, etc for the young workers, giving chances to be “in” in the organizations, hand them opportunities to prove themselves and show their abilities to contribute into the success of the company Therefore, Intracom should concentrate more in psychological satisfaction which can cost low but bring high benefit Employees will feel “in” and satisfied themselves, which will keep them stay longer with company 4.2 Customer relationship management suggestions 4.2.1 To understand customers better In leasing offices industry, understanding customers is not less important than other industries; in fact, it seems to be even more serious Understanding customers will determine one firm’s business; it will come to an end or will flourish There are many measures for a firm to keep its relationship with customers via exploiting and understanding them Firms try their best to closely keep in touch with customers, fast respond to customers’ complains, moreover, they have to know how to balance between the benefits of company and customers because customers’ desires sometimes affect to profit or income of company Running business each company has its own strategy but the most urgent recommendation involves customer survey, Intracom should implement a survey on its customers’ features and needs exactly to know scientifically and specifically but not predict without figures Consequences of surveying without specific study can drive one business to its collapse To develop communication channels and customer data storage In the process of communicating, customers and renters may not understand together because of “noise” in the environment, quality of communication is harmed badly, which decreases ability of understanding customers of renters To reduce “noise” in the environment, ensuring a calm environment is important, then setting up other channels of communication except telephoning, for example, emailing, using hand-set, face-to-face conversation, texting, etc There are 35 numerous ways for Intracom to implement to improve its communication quality with customers 4.2.2 To facilitate customer data storage Many complaints of customers sometimes repeated, however, it cannot be recognized because there is no data storage for those complaints Some faults are repeated in some special time like over-wet floor for humid, air-conditioning machines are broken down Customers will feel angry if they have to repeat complaints many times, therefore, Intracom should have the data storage system to save and keep complaints in organization, which will help staff who doesn’t receive complains directly to know, understand and handle matters There are computer-based programs and software on the market now can support these functions, Intracom should reference the famous programs such as leasing management, or data leasing, etc CONCLUSION Leasing is a new and developing business in Vietnam It emerged from rising market need for offices of emerging firms Although Leasing Department of Intracom had an increase in revenue gradually, it still incurred many problems of a young enterprise expressed through low report of employee turnover and shortage of devices supporting communication with customers Its major problems lie in it management, especially in two aspects employees’ performance and customer relationship Therefore, this study suggested a solution to Lease Departmant of Intracom problems The recommendation was that Lease Department should reform its management focusing on two sections employees’ performance management and customer relationship management to improve the situation and achieve better result 36 From the case of Intracom, many useful lessons can be drawn for lease management in particular and business management in general The first lesson is manager should constantly pay attention to the implementation of analyzing and evaluating the organization business’s performance The evaluation must be carried out on every aspects of its business to find out what activities bring about high revenue, what have low result Basing on these findings manager can design strategies to develop well performing sections and improve bad ones Constant evaluation will help an organization determine where it is and which direction it should follow Secondly, it is always necessary for businesses especially young enterprises to keep researching and learning from experiences of earlier participants in the business The experiences then should be selectively applied to the organizations regarding particular situation of each one Experiences from predecessors will save successors time and money to find the optimal solutions for their businesses Moreover, these lessons will lower risks when implementing business strategies and losses resulting from bad decisions Finally, manager should be alerted and ready to modify organization’s business strategies Because market demand is changing, business strategies should be ready to change to satisfy customers’ needs and wants However, any changes of strategies should be put under careful consideration since there will be a trade- off between stability of business and customer’s satisfaction If a change is beneficial in many ways, manager then should take action and attract greater market Limitation Although this study tried to give the most fundamental and specific strategies for lease management it still had a limitation The lease management strategies must take into account many variables such as market size, market characteristics, business size, financial resource and technological level of the company The fluctuation of these variables will lead to different design of management strategies However, due to the size of scope of this study, it had to simplify the formulas by crossing out these variables when building recommended strategies for lease management of Intracom Suggested further research 37 Science and technology in the world is developing rapidly, which brings about many benefits for human life, including business activities Thank to science and technology achievements, business operations become easier, faster and more effective Lease management also benefits from science and technology development with modern applications and software to assist the control of logistics operations For example, in warehouse management, modern equipment can save human labour and assure more efficient operations, information packages can support warehouse manager in planning, organizing and controlling goods stocking and goods circulation In lease management, scheduling and routing activities can be modernized by high-tech information systems in order to increase work effectiveness and lighten work load of manager According to these benefits, it is necessary for businesses to know how to make best use of science and technology achievements This inspires a closer research into the application of modern technology in lease management In this further study, the application of technologies should be addressed on three aspects: benefits of modern technologies to logistics management, choice of technologies to apply and education of technologies use for lease operator APPENDIX List of Tables Table 1: Intracom’s customers 33 List of Figures Figure1: Maslow’ hierarchy needs……………………………………………20 REFERENCES Vietnamese Nguyễn Quốc Tuấn, Nguyễn Thị Loan (2002) Quản trị nhân lực Nhà xuất ĐH Kinh tế TP.HCM Đoàn Thị Hồng Vân (2005) Quản trị khách hàng Nhà xuất thống kê Phòng kế hoạch (2010).Báo cáo thị trường văn phòng cho thuê đầu năm 2010 Việt Nam English Harmondworth Viking (1973) “The Farther Reaches of Human Nature” Deborah Stephens and Gary Heil, (1998) “Maslow on Management” Harper (1954) “Motivation and Personality” Deborah Stephens and Gary Heil ( 1998) “A Reconnaissance” Philip Kotler, Gary Armstrong (1996) “Principle of Marketing” Website http://www.ehow.com/about_5044541_definition-employee-performancemanagement.html http://www.mariosalexandrou.com/definition/crm.asp http://www.ehow.com/about_4811014_definition-of-leasing.html http://www.ehow.com/about_5044541_definition-employee-performancemanagement.html http://www.en.wikipedia.org/wiki/Management www.ucs.mun.ca/~rsexty/business1000/glossary/M.htm http://www.opentext.com/2/global/sol-industry/sol-ind-realestate/sol-indrealestate-leasemgmt.htm ... observation, Intracom? ??s performance reports and minutes of meetings 3 CHAPTER 1: INRODUCTION OF LEASING BUSINESS OF INTRACOM 1.1 Introduction of Intracom 1.1.1 History of establishment and outstanding... understanding of Intracom leasing department of its customers Question 1: Why customers choose Intracom building? Intracom is building office classed in C type because the main customers of this office... fields including leasing office In the extent of my study, I just want to concentrate to leasing business Leasing department of Intracom has task of filling the empty offices in its buildings and