Assignment # 2

State the Human Capital and Customer Capital of at least two IT Organization.

  1. What are the similarities and difference?

Human Capital:

“People are the foundation of business. Develop people before making products.” Throughout its history, Panasonic has consistently placed priority on human resource development based on this philosophy. The core element of our human resources policy is building win-win relationships between the company and employees through a variety of initiatives, stemming from the principles of participative management, evaluations based on performance, and respect for employees. In essence, this approach means that we are simultaneously pursuing two objectives: sustaining growth in business performance and allowing employees to achieve self-fulfillment through their work. This is how we go about making Panasonic worker-friendly, resulting in a more fulfilling work environment.

Human resource development

As indicated by the phrase “The success of business depends on employee,” growth and development of business cannot be realized without the development of people. Human resource development should be carried out through daily management and it is one of the most fundamental responsibilities of managers. Managers should keep in mind that in order to bring innovation to others, the manager must take the initiative to bring innovation to oneself. It is important to carry out human resource development appropriately to enhance the quality of staff members and to stimulate their personal growth.

While SONY is aimed to creating a rewarding corporate climate that supports the efforts of a diverse range of employees while the vision of SONY is that every Sony employee is united through a common set of beliefs, ideals and aspirations.They focus on creating diversity and inclusion working environment, securing and fostering talented employees, social contribution activities with employees, creating positive working opportunities and organizing occupational health and safety system which is a big success in the development of human capital in 2014. Sony acknowledges the importance of securing and fostering talented employees with a wide range of values and personalities, irrespective of nationality, culture, race, gender, age. Guided by their culture of diversity and inclusiveness, Sony recruits individuals from various backgrounds and creates positive working environments and opportunities that enable the employees to fulfill their potential.

Customer Capital:

Panasonic has established a set of Basic Rules for Response to Customers (compliant with ISO 10002 and JIS Q 10002) for responding appropriately  to inquiries and complaints from customers. The Head Office CS Center oversees the implementation of these regulations, which apply to all work relating to customer relations in Japan by Panasonic or by affiliates that handle products bearing the Panasonic brand. In those business sites in Japan, the company has implemented a Customer Management System as a mechanism for utilizing information in management that is received from customers. These sites conduct periodic self-audits and make other efforts to improve the quality of customer relations.
Overseas, the company has implemented ISO-compliant management systems based on the Basic Rules for Response to Customers and tailored to the legal system in each country or region.

Since its foundation, Panasonic’s management philosophy has been to contribute to society through its products and services while always putting the customer first. Based on this philosophy, the company strives to improve customer satisfaction and offers products, solutions, and services that enrich the lives of people around the world.
When providing customer service, Panasonic strives for sincerity, accuracy, and speed, and acts with humility and appreciation. This finds its basis in the principle of “true service” that the company’s founder handed down through his words. The company’s fundamental stance is thus to provide customers trust, peace of mind, and satisfaction.

While in addition to continuously improving product quality, Sony is taking various steps to improve its responsiveness and its customer service capabilities, in line with its commitment – set forth in the Sony Pledge of Quality – “Sony employees will always respect our customers’ viewpoints in striving to deliver product quality and customer service that exceed their expectations.” In customer service, this includes responding to changing customer needs, and in repair services, building a structure for providing the best possible repair service quality.

2. How does each company gain advantage from every capital that they have?

Competitive Advantage of Sony Sony’s incredible rise in the field of electronics is due to their innovation and high technology products. Sony prides itself on its history of “imagination and innovation” in the industry. After World War II, Sony was the company that took transistor technology and made the ever popular transistor radio. Under Akio Morita Sony kept looking for advances in technology and ways in which they could innovatively improve lives of the people who use them. With a passion for creating new markets, Sony was an early creator and leader in the sector we now call “consumer electronics”. Some examples are:

• Sony improved solid state transistor radios until they surpassed the quality of tubes, making good quality sound available very reliably, and inexpensively

• Sony developed the solid state television, replacing tubes to make TVs more reliable, better working and use less energy. Also, Sony developed the Triniton television tube, which improved the quality of color and enticed an entire generation to switch.

• Sony was an early developer of videotape technology, pioneering the market with Betamax.

• Sony pioneered the development of independent mobile entertainment by creating the “Sony Walkman”, which allowed consumers to take their own recorded music with them, via cassette tapes

Panasonic Corporation, its subsidiaries, and related companies have the sixth-largest patent portfolio in the world. Our commitment to research & development is uniquely enhanced by our ability to leverage these patents, something that no other industry supplier can do. In addition, Panasonic Avionics has licenses to the following patents. Proprietary access to cutting-edge technologies gives us an enormous advantage and unmatched resources as we build on our legacy of being first to market with the latest inflight entertainment and communications (IFEC) innovation. For more than 35 years, Panasonic has strengthened the connection between the world’s airlines and its passengers. We are recognized globally for our experience and leadership in product innovation and customization, system reliability, and customer care.

Panasonic Corporation is the number one company in the world with touch points all along the travel thread– home, office, hotel, vehicle, and airplane. We are constantly searching for ways to improve the passenger’s experience and have led efforts with other Panasonic divisions including Panasonic Research & Development Corporation in Cupertino, and Panasonic Automotive Systems. Through close collaboration, we have combined experience in aviation with expertise in prototype and concept development, defining the user interface paradigm, consumer electronics, and advanced digital technologies. This approach enables us to deploy cutting-edge technologies as we incorporate break through ideas in cabin innovation, integration, and communications solutions to deliver in-flight entertainment (IFE) systems that take the passenger experience to new heights of interactivity and excitement, and generate value for the airline.

We leverage our collaborative relationships to provide the airlines with unique solutions that reduce weight while improving quality, functionality, and reliability, and in turn, create game-changing products for the industry.  We work closely with third-party developers and game vendors to bring the most popular products into our IFEC experience, and with content providers to bring the latest in audio and video specifications, like MPEG-4, to the industry.  Using both Panasonic’s own design company and selected passenger-space industry leaders, we ensure that our industrial designs are world class. Our collaborative approach with key seat suppliers continues to reduce complexity for the airlines and OEMs.

3. What were the lesson learned from the exercise?

Customer and Human Capital plays a major role in a organization. In my own opinion Human Capital is the foundation of an organization wherein Human Capital is the stock of knowledge, habits, social and personality attributes, including creativity, embodied in the ability to perform labor so as to produce economic value.  While Customer Capital is the relationship between an organization and the people that are believing in that organization (customer). Value of relationships that a firm builds with its customers, and which is reflected in their loyalty to the firm and/or its products. The Customer and Human Capital will surely help an organization from growing and becoming successful in the industry.


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