Topic: Total Quality Service Summary: Total quality service and total quality management as a business strategy designed to add value to customers. It begins by discussing the roots of quality assurance and total quality management‚ and TQM. Also‚ it is to explore the relationship between total quality management (TQM) practices and service quality as well as the relationship between TQM practices and market orientation. However‚ most of what has been written on TQM is usually related to manufacturing
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Airways Limited (MAL) on 12 October 1937. It was a joint initiative of the Ocean Steamship Company of Liverpool‚ the Straits Steamship of Singapore and Imperial Airways which led to a proposal to the Colonial Straits Settlement government to run an air service between Penang and Singapore. On 2 April 1947‚ MAL took to the skies with its first commercial flight as the national airline. Fuelled by a young and dynamic team of visionaries‚ the domestic carrier turned into an international airline in less
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AirAsia – from obscurity to international prominence WRITTEN BY RACHNA KUMARI‚ ERN LI KOH‚ ONAISEE SYED‚ & EDITED BY SEOW KIAN TAN Background In December 2001‚ 5 years after its founder DRB-Hicom failed to establish profitability as a full-service regional airline‚ AirAsia was acquired by an eager maverick Tony Fernandes who had just left his executive position in Warner Music. This proved to be the turning point for the Malaysian airline industry. With the help of Conor McCarthy‚ the
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Review Most of the companies must have a strategy for competing in the markets in which they offer products or services. The strategy will either be implicit or explicit‚ and the extent to which a company is successful compared with its competitors relies on the creation of competitive advantage through the activities that it performs to design‚ market‚ deliver and support its product or service. They develop strategy at an overall company level‚ within customer sectors and for regions‚ functions and
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determine strengths and weaknesses of the industry. Those five forces are now used to determined Air Asia’s strengths and weaknesses which are shown as below: Threat of Entry There is a high barrier entering airlines industry since it requires high capital to set up everything such as purchase or lease air craft‚ set up office‚ hire staffs‚ and etc. Thus‚ this has reduced the treat to Air Asia. Moreover‚ brand awareness is quite important in this industry. Thus‚ to enter this industry not
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{text:bookmark-start} {text:bookmark-start} Background {text:bookmark-end} {text:bookmark-end} A successful example of a Malaysian no frills airline is Air Asia. Revolutionized and Reinvented by Tony Fernandez in 2001. It is based on the low-cost‚ no-frills model of the US carrier Southwest. The concept of Air Asia is based on the belief that demands for short-haul air transport is price flexible. That means‚ if prices for flights are being reduced‚ more people will fly. Traditionally‚ airline concepts are based
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A Measure of Service Quality for Retail Stores: Scale Development and Validation Pratibha A. Dabholkar Dayle I. Thorpe Joseph 0. Rentz University of Tennessee‚ Knoxville Current measures of service quality do not adequately capture customers ’perceptions of service quality for retail stores (i.e.‚ stores that offer a mix of goods and services). A hierarchical factor structure is proposed to capture dimensions important to retail customers based on the retail and service quality literatures
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Air Asia: Strategic management report Intoduction Air Asia was founded in 1993 and has since grown to be one of the biggest airlines in the world. It initially operated in Malaysia and currently operates in over 25 countries (Ricart and Wang 2005). It began operations in October 1996‚ operating out of Kuala Lumpur as its central location (Ricart and Wang 2005). The airline was bought by Tune Air in 2001 for one ringgit‚ the equivalent of 0.26 US cents‚ at a time when the company had $10.5 million
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Measuring the services quality of Celcom Broadband in Politeknik Kota Kinabalu Azrin Bin Jalasi Jabatan Perdagangan Politeknik Kota Kinabalu azrin@polikk.edu.my Noorain Imbug Jabatan Perdagangan Politeknik Kota Kinabalu Noorain@polikk.edu.my Ramdan Ali Jabatan Perdagangan Politeknik Kota Kinabalu Ramdan@polikk.edu.my Abstract The main focus of this study is to investigate the customers’ satisfaction towards the Celcom Broadband services quality in Politeknik Kota Kinabalu
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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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