many service quality issues faced by a local mass transport company‚ SMRT. The company has to still remain functional amidst mass criticism amongst the public due to inefficient communication networks‚ inefficient maintenance and various problems in the senior management. As a newly appointed senior manager‚ it is imperative that we work towards delivering a high quality service to our customers. There are many tools and quality improvement frameworks that we can use to improve existing service quality
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dimension of Service Quality and explain how you will use those dimensions to gain competitive advantage over your competitors. In today’s competitive environment‚ organizations must earn the customer’s trust by consistently meeting or exceeding expectations. The disparity between expectation and perception is the major determining factor in a customer’s assessment of quality of service. Service quality and customer service is very important. One of the most important customer service skills you
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Topic Review Question Topic 6: Designing Quality Service 1. Explain the reason why quality techniques in the service industry are less mature than quality techniques for manufactured products. Give your opinion‚ what can be done to bring quality techniques for the services industry up to a higher level? As discussed in Question 3‚ product quality has been in existence far longer than service quality. Tools such as SERVUAL and gap analysis are being pressed into use. Concepts like the interrelationships
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Why service quality is important in airlines An airline is a company that offers air transport for passengers and freight. Airlines vary widely in size‚ from small companies with only one or two planes to huge multinational companies. While the industry initially grew slowly‚ these companies began to take off in a major way after World War II‚ thanks in part to large numbers of returning aviators. By the 1990s‚ air travel had become ubiquitous. For passengers the advantages could be; 1
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Using the cardinal rules of medical ethics as a base‚ design a policy that you would implement as an administrator of a health care organization(s) for both public health and health services. Discuss any differences in your policy and rationale. As an administrator‚ I would seek to enact policy that focused on equal treatment‚ equal distribution‚ and respect. Regardless of financial ability all patients would have the same access to care and level of treatment. The current physician shortage underscores
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MANHAS SUBMITTED OF SYNOPSIS BY:- MISS. SUMITIKA GUPTA(ROLLNO 22) TOPIC OF PROJECT REPORT:- TO STUDY SERVICE QUALITY OF HDFC BANKS.(UNDER MARKETING FIELD). COMPANY:- HDFC BANK. DATE OF SUBMISSION:-15OF SEP;2012. Introducation of sevice quality:- In the days of intense competition‚ the banks are no different from any other consumer marketing company. It has become essential for the service firms in general and banks in particular to identify what the customer’s requirements are and how those
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The Role of the Security Manager Steven L. Barker Jr SEC 310 December 08‚ 2014 David Bagnoni The Role of the Security Manager The security manager of any business is one of the most important positions within the organization. They are usually a member of the executive management team with the primary duty of overseeing the security operations for their organization. The actual responsibilities will differ based on the type of business or organization they are in‚ and whether or not it is a private
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Sales manager is an important position in a company. He does not only focus in sales alone‚ yet he needs to set sales objectives‚ forecasting‚ budgeting‚ organizing and salesforce’s recruitment. In order salesforce to achieve it objective‚ sales manager needs to create a positive environment for his salesforce. According to Barker (2001)‚ salesperson’s behavior is influenced by three groups of antecedents - activities of sales manager‚ characteristics of salesperson and an appropriate sales organization’s
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State and explain 10 roles played by a manager in any given org A manager is a representative of subordinates‚ intermediary between work groups and top management. They serve to integrate an organization and the effectiveness depends on how well they co-ordinate. All the major ten managerial roles can be classified into three categories; interpersonal‚ informational and decisional. The figure-head role is the first of their interpersonal roles. They represent the organization in all matters of
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9001:2008 Quality Management System QMS Manual LND‚ INC. PROPRIETARY INFORMATION The information contained in this document is LND‚ Inc. proprietary information and is disclosed in confidence. It is the property of LND‚ Inc. and shall not be used‚ disclosed to others or reproduced without the express written consent of LND‚ Inc. If consent is given for reproduction in whole or in part‚ this notice shall appear in any such reproduction. LND # 1-911-0043-04 30 November 2011 Quality System
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