dimensions of service quality. 2. Use the service quality gap model to diagnose quality problems for a service firm. 3. Describe how the SERVQUAL survey instrument is used to measure gaps in a service firm's quality. 4. Illustrate how Taguchi methods and poka-yoke methods are applied to quality design in services. 5. Construct a "house of quality" as part of a quality function deployment project. 6. Construct a statistical process control chart for service operation. 7. Use a fishbone chart in a cause-and-effect
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successful management .Difference between management and administration Management definitions: * The process of organizing methods ,manpower and other resources to achieve organizational goals * Is more than art and science Managing is working with and through people to accomplish the objectives of both the organization & its members. * It means art or skills of directing human activities and physical resources in the attainment of predetermined goals. * According to Henry Fayol
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Output! Marketing* Sales! Revenue! (Generates!sales!of!output)! • • Process and Operations are influences by internal and external customers considering feedback Two types of Process ! Manufacturing and Service Manufacturing Physical output Can be inventoried Low customer contact Long response time Capital intense Quality easily measured Service Intangible output Cannot High Short Labor intense Not easily measured Core Process (within the Supply Chain) ! Set of activities delivering value
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communication between an organization and its clients by creating and enhancing customer interaction through innovative technology. E-CRM software provides profiles and histories of each interaction the organization has with its customers, making it an important tool for all small and medium businesses. Internet-based companies need to remain competitive. One way of improving competitive advantage is to attract more customers and increase customer retention; for example, by developing long-term
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Cultural diversity in organizations A study on the view and management on cultural diversity Authors: Supervisor: Dhakshayene Holmgren Anneli Jonsson Maj- Britt Johansson- Lindfors Student Umeå School of Business and Economics Spring semester 2013 Master thesis, two-year, 15 hp ABSTRACT Cultural diversity is a subject that has been getting growing attention not just internationally but also in Sweden in the 21st century. The globalization of economies and the migration has dramatically
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THE APPLICATION OF CHANGE MANAGEMENT THEORY TO HR PORTAL IMPLEMENTATION IN SUBSIDIARIES OF MULTINATIONAL CORPORATIONS Cataldo Dino Ruta HR portals are complex information technology (IT) applications that can be accessed by all employees of a given organization. By placing more applications and information online, HR portals reduce the reliance employees have on HR personnel. Given this relational change, from human to computer, the HR portal implementation process must take into account the
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3 1 -2 4 6 3 ( Pri n t ) Impact of Enterprise Resource Planning (ERP) in Accounting Systems: A Case Study 1 1,2 Kgomotso Matengu, 2Dr. B.N. Swami Faculty of Business, University of Botswana, Gaborone, Botswana Abstract ERP assists with centralized data bases, quick access to information and easy management of data in terms of backing up of data and restoration of data as required by the organization. The main aim of this paper is to locate the impact of ERP and its implementation
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fax: ( 44) (0) 1865 853333; email: permissions@elsevier.com. Alternatively you can submit your request online by visiting the Elsevier web site at http://elsevier.com/locate/ permissions, and selecting Obtaining permission to use Elsevier material. Notice No responsibility is assumed by the publisher for any injury and/or damage to persons or property as a matter of products liability, negligence or otherwise, or from any use or operation of any methods, products, instructions or ideas contained in the
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of the market does not only come from the changes of customer behavior but also from the fast development of technology and innovative ideas. Successful products and services even shape the behavior of customer in using Internet. It can listed here the famous examples of Amazon in changing online purchasing behavior of customer or Facebook in changing the way people communicate and connect with each other. This research studies a new business model in online market, a multi-restaurants site which
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Integrative Paper How Does “The Heart of Change” Influence My Behavior as a Manager Integrative Paper: How Does “The Heart of Change” Influence My Behavior as a Manager? Even with clear observations of significant resistance to change, changes can be made successfully using a systematic approach. In The Heart of Change: Real-Life Stories of How People Change Their Organization, the authors present Steps 1-8, a systematic approach that will surely reap change effort benefits. The following
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