system standards address specific organisational goals, like product quality, environment or health and safety, they apply to different processes within an organisation. Management system standards are not product standards; there are no requirements that govern the characteristics of particular products or services in management system standards. These standards apply to organisations as a whole rather than to the products and services they supply. More on this in the member pages How have management
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competitive marketplace, customer satisfaction is tied directly to long- term profitability. Customers whose needs and requirements are not met will take their business elsewhere. If a customer is happy they tend to be loyal, and if loyalty is measured they not only buy more, they will recommend it to others. The best way to find out if your customer is satisfied is to ask them. With there being many measurement tools available, what’s the best way to track and measure customer satisfaction and how
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Quality Management Systems – An Overview TQM ISO 9000 QS 9000 Lecture Objectives Total Quality Management defined Cost of Quality ISO 9000 and QS 9000 Tools of TQM Evolution of Quality Management Six Sigma Quality Mgmt Systems Taguchi DOE SPC Inspection 1930 1950 1975 1985 1990 1995 2000 What does the term Quality really mean? Quality is the ability of a product or service to consistently meet or exceed customer expectations Historical Summary Artisanship • Closeness of
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This research investigates impacts of outsourcing HRIS on corporate culture. In this paper, we hypothesize that Outsourcing corporate HRIS is less desirable (1) if the quality of product and customer service matters for a firm, (2) if an organization is concerned with a loss of intellectual property, and (3) if an organization requires maintenance of a distinctive, human resource utility activity that is capable of meeting the challenges of fast changing customer demands in a dynamic business
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productivity • Reducing costs • Improving quality - This achieves a strategic competitive advantage through lower costs and/or differentiated goods. - Role of the operations manager will require skills such as communication, decision-making, delegating and complex problem solving. Strategic role of operations management - A strategic decision affects the business in the long-term - Strategic goals improve productivity, efficiency and quality of outputs - Long-term decisions will cover
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NIMS UNIVERSITY RAJASTHAN, JAIPUR JANUARY 2015 (TERM 1) Master of Business Administration (Marketing Management) 2nd Year Services Marketing Maximum Marks: 70 Duration: 03 Hours Instructions: 1. This paper is divided into 3 sections – A, B and C. 2. Section A consists of 10 questions of 1 mark each. All questions in Section A are compulsory. 3. Section B consists of 7 questions of 3 marks each. You must attempt ANY FIVE questions. 4. Section C consists of 5 questions of 15 marks
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as a whole: The vision of Louis plc is to continue to offer the highest possible quality of services to its clients and partners, to maintain its leading position in the Eastern Mediterranean and to become one of the major forces in quality international markets of special interest. The Company is aiming to strengthen and enhance its strategic agreements with international tour operators by offering [hotel] services. (Louis, n.d) The LH vision as quoted above makes up their overall strategic objectives
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working time regulations, transfer of undertakings Buildings: uses; allocation of space; capacity; essential services and supplies (mechanical, electrical, electronic); maintenance and repair (planned, preventative, emergency/reactive); refurbishment and development; security Customers: identifying and assessing needs; expectations and reactions; providing information and advice; providing customer care and control; accessibility; safety and security; legal obligations and liabilities; processing and
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Available online at www.sciencedirect.com Omega 32 (2004) 77 – 83 www.elsevier.com/locate/dsw Impact of process change on customer perception of waiting time: a ÿeld study Wenhong Luo∗ , Matthew J. Liberatore, Robert L. Nydick, Q B. Chung, Elliot Sloane Department of Decision and Information Technologies, College of Commerce and Finance, Villanova University, Villanova, PA 19085, USA Received 7 February 2002; accepted 26 September 2003 Abstract Studies in process change have focused on
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that have a direct impact on its business operations and success. Before deciding corporate strategy businesses should carry out a full analysis of their micro environment. The following are the micro factors affecting business- Customers As all businesses need customers, they should be Centred (Orientated) around customers. The firm's marketing plan should aim to attract and retain customers through products that meets their "wants and needs" and excellent customer service. Employees Employing
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