Venelin Terziev

Developing Customer Service Standards

Abstract Ensuring effective customer service requires targeted efforts in a number of areas, one of which is to develop service standards for each market segment. Differentiating customer service is achieved by adopting different standards according to the following criteria: availability of assortment varieties and quantities in percentage of orders placed; actually delivered quantities and assortment varieties in percent of the ordered ones; time (cycle) to execute orders in hours or days, and more. The development of service standards uses the results of its analyzes and assessments. Standards relating to customer service should be developed in the following areas: responsibilities of management; quality control system; suppliers obligations; design management; document management; purchase quality; product identification; management of the processes of providing services; customer service quality assessment; management of control, measuring and implementation equipment; corrective actions applied in the case of established discrepancies in the provided services; loading, unloading, storing, packaging, delivery and storage of the product; customer interaction; control over data related to service quality; internal audits related to service quality; personnel training; statistical methods. This paper explores the need and capability to develop customer service standards and provides an algorithm for developing standards for employee behaviour toward customers

SOCIAL ENTREPRENEURSHIP DEVELOPMENT IN BULGARIA

Bulgarian Abstract: �?а�?ърчаването на иновативни идеи в обще�?твената политика е от решаващо значение за подкрепа на ценно�?тите на активната �?оциална �?и�?тема, ориентиранa към проблемите, които решава. Тези възгледи �?а в о�?новата на продължаващите �?оциални реформи в различните �?трани и �?а на�?очени към развитието на �?оциалното предприемаче�?тво и рол�?та на �?оциалните предприемачи. Приема �?е разбирането, че �?оциалните предприемачи имат �?по�?обно�?тта чрез локализиране на използваеми ре�?ур�?и – човешки капитал, �?гради и оборудване, да намер�?т гъвкави подходи за задовол�?ване на незадоволени �?оциални нужди. Пред�?тавеното в �?тати�?та из�?ледване дава важни заключени�? за �?ъ�?то�?нието на �?оциалното предприемаче�?тво в Българи�? и начините за неговото на�?ърчаване, като по�?тав�? �?пециален акцент върху необходимата подкрепа и изграждане на капацитет. English Abstract: The promotion of innovative ideas in public policy is crucial to support the values of the active and problem-oriented solving social system. These views underlie the ongoing social reforms in various countries and focus on the development of social entrepreneurship and the role of social entrepreneurs. An understanding is underlined that namely social entrepreneurs have the capability through localization of usable resources human capital, buildings and equipment, to find flexible approaches to satisfy unmet social needs. The study presented in the article provides important implications on the state of the social entrepreneurship in Bulgaria and ways of its encouragement putting a special accent on the needed support and building capacity.

Investigation on The Profile of Social Worker Occupation in Bulgaria

Abstract This paper presents the research interest to the occupation of the social worker in international scope and analyzes the essence of the social work in Bulgaria. The profile of the social worker rendering social services in Bulgaria is discussed and conclusions are made considering the need of building professional competences. The study poses important questions and puts the basics of further research in identification and monitoring of the needs of training of social activities experts.

RESEARCH, IDENTIFICATION AND MONITORING OF THE NEEDS OF OCCUPATIONAL TRAINING OF SOCIAL ACTIVITIES EXPERTS

This paper reviews and analyzes the stages of development of social worker’s occupation as describes in details all stages of development of this process in Bulgaria. Described and analyzed are the main connections of this process as well as the cooperation of all participants in this stage as well as the end user. Presented is profile of the social worker as made is critical attempt for identification of main needs of occupational training of social activity experts. Based on this critical analysis drawn are several complexes of recommendations and proposals.

HIGHLIGHTS ON THE EVOLUTION OF THE BALANCED SCORECARD AS A MODEL FOR MANAGING STRATEGY DEVELOPMENT AND CONTROL

This article explores the development of the concept of the balanced scorecard in various conditions. Observing the process of perfecting the idea provides information about the way this concept adapts both to specific organizational needs and industrial specificities. Exactly for this reason, as a focal point of the article could be identified the functional development of the balanced scorecard and its transformation from a model of analysis and assessment to one which could be applied to expressed organization and corporate strategies.

ON SOME OF THE BLANK POINTS IN THE APPLICATION OF ADMINISTRATIVE CONTROL IN BULGARIA

This article discusses processes in the state related to regulation, organization and control, which essentially form the subject of administrative control. The purpose of the exposition is to define the sources which cause deviations and create problems for the subjects authorized by the state to exert control, based on an analysis of the interaction of the factors: authority, competence and success. As the executive, the local self-government, the prosecutors office and the justice system stand out among them, the tasks related to the pledged have a specific character. Each source which is identified and reviewed acquires features of the state, interpreted as sovereign and simultaneously subject to a specific area, in properly initiated state control systems. The idea of the exposition is to present the authors point of view, revealing certain characteristics of the subjects in question, so that the system of general and administrative control in particular can seek solutions for the elimination of the identified weaknesses in the functioning of the particular systems and more generally in its work by extending the scope of powers delegated or exercised by it.

IMPROVEMENT OF NATIONAL STRATEGIC FRAMEWORK IN ORGANIC PRODUCTION AND MANAGEMENT IN THE REPUBLIC OF BULGARIA

The study examines organic sector development in the Republic of Bulgaria, as a sector showing significant growth in last ten years, in the context of its potential and contribution for sustainable rural development. Identification and analyses of the main factors in organic farming development reveal its positive characteristics but also underline the main problems in its development in the country as: lack of information, communication and coordination between stakeholders in the country; spontaneous and unsubstantiated management decisions in organic holdings; lack of strategic planning on all the levels (national, local and organizational). Lead by the implication that sector development should be first encouraged and shaped by appropriate state policies and strategies, the paper makes proposals for new instruments and approaches in the strategic planning on the national level accenting business environment, institutional support and administrative activities, production peculiarities, marketing realities, knowledge and advisory services’ needs, information provision and motivation.

SOME ASPECTS ON FORMING PREPAREDNESS OF LOGISTICS MILITARY OFFICERS FOR MANAGEMENT ACTIVITIES

The profession of military service officer is regarded by the society as a part of professional fulfilment in life imposed the execution of the profession by making rational management decisions and possessing a high degree of competence and skills in modern management of military teams. The officer is a leader with undivided personal authority, who takes full responsibility for the training and combat readiness of the personnel from the military unit entrusted to him. The training and education of cadets at the Vasil Levski National Military University is directed towards professional, intellectual, physical and moral development, and creation of leadership and management skills. They are focus on forming knowledge, skills, and moral and volitional qualities. It can be noticed a trend of increasing graduates from the Vasil Levski National Military University with inadequate training in modern military management. Therefore, a priority task of the management and academic staff of the Vasil Levski National Military University and at the same time - one of the main directions for scientific research must be to increase the preparedness of the future logistics officers for management activities.

THE EFFECT OF THE CONTROL SYSTEM CREATION PROCESS

The expose details the specifics of the act of creating a control system in the modern organization as an essential moment for organizational development and success. For this reason, the whole technology is presented in stages in which emphasis is placed on the leading principles justifying the stage content. The final stage is properly considered, as at that point the newly created control system becomes the object of control or territory for manifestation of self-control. The aim of the study is to provide evidence that a well-designed control system is a key factor for organizational success. The tasks resulting from the decomposition of the goal are involved in revealing the principle beginning in the content of each stage, the tracking of the conceptual continuity between the elements of the presented technology and the definition of concrete solutions accompanying the process development and problems.

MAIN FEATURES OF THE OFFSETS IN DEFENSE TRADE

The collaboration in the sphere of production and deliveries of defense products undergo changes under the influence of the development of the international economic relations, thus exercising influence not only on the acquisition of defense products, but also on the functioning of the participating economic operators. By means of a better collaboration and coordination of the planning in the sphere of defense the states will be able to develop their military abilities using a more effective way, regarding the expenses, and without negative consequences for their sovereignty. The paper presents the main features and the opportunities of the offset transactions, their advantages and disadvantages in the global market for defense products. The study outlines the place of the offset transactions for the acquisition of weapon and equipment.