CUSTOMER SATISFACTION MEASUREMENT IN HOTEL INDUSTRY: CONTENT ANALYSIS STUDY Ivanka Avelini Holjevac University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija‚ Croatia e-mail: Ivanka.Avelini.Holjevac@fthm.hr Suzana Marković University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija‚ Croatia e-mail: Suzana.Markovic@fthm.hr and Sanja Raspor University of Rijeka Faculty of Tourism and Hospitality Management Opatija Opatija‚ Croatia e-mail: sraspor@veleri
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process‚ 63 out-of-limits parts in every 1 million produced by a 4-sigma process‚ and so on. 1.2 History of SPC SPC(Statistical Process Control) originated as far back in 1931‚ when Dr Walter Shewhart wrote a book‚ The Economic Control of Quality of Manufactured Product. He is a statistician from Bell Laboratories which was the first to realise that data could be retrieved by industrial processes themselves. By using statistical methods‚ these data could then signal that the process is in
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THE IMPACT OF TEAM WORK ON CUSTOMER SERVICE QUALITY A CASE STUDY OF NATIONAL CURRICULUM DEVELOPMENT CENTRE‚ UGANDA DRONYI SILVER WANI 08/U/6906/PLE/PE A RESEARCH PROPOSAL SUBMITTED TO THE SCHOOL OF MANAGEMENT AND ENTREPRENEURSHIP IN PARTIAL FULFILLMENT OF THE REQUIREMENTS FOR THE AWARD OF BACHELOR OF PROCUREMENT AND LOGISTICS OF KYAMBOGO UNIVERSITY APRIL 2012 CHAPTER ONE 1.0 INTRODUCTION This chapter includes the background of the study‚ statement of the problem‚ purpose
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Continuous Improvement program & Organizational Culture A-1 Introduction The continuous improvement program or continuous improvement process is an effort to facilitate coordination of district planning and to streamline communication between state and local education agencies. This process provides an avenue for districts to engage in an inclusive and comprehensive planning as opposed to multiple disconnected processes. Continuous improvement is the prime competitive strategy for
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Continuous improvement in a management context means a never-ending effort to expose and eliminate root causes of problems. Usually‚ it involves many incremental or small-step improvements rather than one overwhelming innovation. From a Japanese perspective continuous improvement is the basis for their business culture. Continuous improvement is a philosophy‚ permeating the Japanese culture‚ which seeks to improve all factors related to the transformation process (converting inputs into outputs)
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business practices and become more customer-focused. All recent business approaches and techniques have generally aimed at improving performance‚ increasing profits‚ gaining market share‚ and most importantly satisfying the customer who has become more educated and more demanding than ever. In the last two decades two organizational development models have dominated the business world for a considerable period of time namely Total Quality Management (TQM) and Core Process Reengineering (CPR). TQM
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received: 03.03.2008 Paper accepted: 00.00.200x Basic Quality Tools in Continuous Improvement Process Mirko Soković1‚* - Jelena Jovanović2 - Zdravko Krivokapić2 - Aleksandar Vujović2 1 University of Ljubljana‚ Faculty of Mechanical Engineering‚ Slovenia 2 University of Montenegro‚ Faculty of Mechanical Engineering‚ Podgorica‚ Montenegro If organizations wish to achieve continuous quality improvement they need to use appropriate selection of quality tools and techniques. In this paper a review of possibilities
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1.0 Executive Summary The major topic for this paper is to apply knowledge concept and idea of Berger (1997) “Continuous improvement and kaizen” to Master Cooling Sdn. Bhd. There is no improvement on work process and getting more complaints by customer on long process method support from this company. Berger (1997) implemented 3 principles on continuous improvement by process-oriented‚ improving and maintaining standards and people oriented. The major components for Master Cooling Sdn. Bhd. apply
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www.thetimes100.co.uk Continuous improvement as a business strategy Introduction The steel manufacturing company Corus focuses on meeting the needs of its worldwide customers and providing innovative solutions. It manufactures‚ processes and distributes steel and aluminium products worldwide. Corus is a subsidiary of Tata Steel‚ part of the giant Indian conglomerate. Tata Group includes businesses in many industries - for example‚ chemicals‚ automotive‚ telecommunications‚ leisure and consumer
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Introduction The steel manufacturing company Corus focuses on meeting the needs of its worldwide customers and providing innovative solutions. It manufactures‚ processes and distributes steel and aluminium products worldwide. Corus is a subsidiary of Tata Steel‚ part of the giant Indian conglomerate. Corus is a subsidiary of Tata Steel‚ part of the giant Indian conglomerate. Tata Group includes businesses in many industries - for example‚ chemicals‚ automotive‚ telecommunications‚ leisure and
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