PolyTaste 2008: Service Audit Robert Hartman May‚ 2008 1 Agenda • • • • • • • What is a Service Audit? Dimensions of Service Guest Touch Points Event Environment Moments of Truth Observable Standards Audit Results 2 1 What is a Service Audit? • A Formal Study of Actual Service Performance – Based on Observable Standards – Performed by Disinterested Observers – Qualitative • Gathers Impressions • Characterizes Guest Experience – Quantitative • Gathers Data • Reports Operations
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LITERATURE REVIEW SERVICE QUALITY AND CUSTOMER SATISFACTION IN KFC CHAINSTORES The purpose of this study is investigating the service quality of KFC chain stores and how the service quality affect customer satisfaction based on the theory of “service quality” and “customer satisfaction” and the Customer satisfaction survey in website: talktokfc.com. We do the literature reviewson some important concepts to make clearer about the service quality and the level of customer satisfaction in KFC chain
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Best fit vs best practice The best fit school Hr strategy becomes more efficient when it is linked/ tailored to its surrounding context or environment of the business. There are two elements of best fit school 1) External fit- the fit is inked to the operations strategy/ marketing strategy etc.‚ ie the competitive strategy of the overall business. 2) Disadvantage- can overlook employee interests. Some firms are good all-rounders so hr practice unlikely to be based on one strategy. There is always
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is Lucinda Wilson; I am a 26 year old single mother raising three beautiful children. Their names are Kaleel Wilson (8)‚ Samiya Wilson (6)‚ and Xavier Wilson (5); they are the loves of my life. If I had to identify someone who made a significant influence in my life‚ it would be my mother‚ Ms. Vernell Scott Wilson. My mother has had twelve children and I am the eighth child. When I was young I watched my mother struggle to take care of all her kids. If that left her without‚ and she made sure that
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Why does service tend to be harder for a customer to evaluate than physical goods? Physical goods are easier to evaluate‚ because either they perform the job for which they were intended or they do not. Service is more difficult to evaluate‚ because everyone has a different service level expectiation. For example‚ if a company provides straight-forward all-business service‚ it may attract people who do not have a lot of time and just want to get in and get with as little hastle as possible. However
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Cover pg 1 Symposium on “Best HR Practices in India” April 16th & 17th 2012‚ HPCL Management Development Institute‚ Nigdi‚ Pune Organized By Training & Balanced Scorecard Department‚ HPCL Symposium Director : Mr. Ashis Sen‚ DGM-Training & Balanced Scorecard‚ HPCL inside pg 1 Business growth is no longer unidirectional. It has become multi-polar and is growing simultaneously along many paradigms. This has caused intricate complexities in the field of business which rules out
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Best Practices: Genentech Considered the founder of the biotechnology industry‚ Genentech is also leading edge in another area – being consistently recognized as a top employer by Working Mother‚ Science and Fortune Magazine. In January 2008‚ Fortune again named Genentech to its “100 Best Companies to Work For” for the tenth year in a row. Because of factors that include culture‚ perks‚ employee stock ownership and focus on the patient‚ Genetech even clinched the top spot in 2006. Genentech
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…………………………………………………………………………....………. 30. References ……………………………………………………………………..……………… 31. Appendix ………………….…………………………………………………………………… 32. I. Background to UPS United Parcel Service (UPS) is a package-distribution company which was established in Seattle‚ Washington‚ USA. UPS is a global leader in supply chain‚ logistics‚ and information services. The company operates in more than 200 countries and territories around the world‚ delivers over 15 million packages every day (Richard L. Daft‚ 2009). UPS started
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course‚ most of those firms and Web sites later died in the dot-com crash of 2000/2001. Amazon also established partnerships with several large retailers‚ including Target‚ Toys ‘R’ Us‚ Babies ‘R’ Us‚ and Circuit City. Effectively‚ Amazon became a service organization to manage the online presence of these large retailers. However‚ it also uses its distribution system to
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Meaning of Best Fit and Best Practice The terms ‘best fit’ and ‘best practice’ are used in strategic human resource management literature. The best fit approach refers to the firm using human resources management (HRM) to their particular strategies and adapting to the firm’s condition and the environment referring to workforce character and business strategy. With the use of the Best Fit Approach the SHRM can become more flexible to the response change of the organizational life cycle: start-up
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