In Search of Excellence - Past‚ Present and Future Su Mi Dahlgaard-Park Institute of Service Management Lund University & Jens J. Dahlgaard Division of Quality Technology and Management Linköping University Sweden ABSTRACT Some of the leading models and frameworks about Excellence from the last 25 years are presented and discussed: Peters and Waterman’s eight excellence attributes (1982)‚ Peters and Austin’s simplified excellence model (1985)‚ Lists of Best Practices‚ Xerox Excellence
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Customer Satisfaction IMPROVING QUALITY AND ACCESS TO SERVICES AND SUPPORTS IN VULNERABLE NEIGHBORHOODS Customer Satisfaction Customer Satisfaction IMPROVING QUALITY AND ACCESS TO SERVICES AND SUPPORTS IN VULNERABLE NEIGHBORHOODS February 2007 TABLE OF CONTENTS I. Introduction ................................................................................................................... 7 II. What will a Customer Satisfaction Framework Offer ........................... 9
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and delivered by a highly decentralised distribution network. The firm ’s air cargo fleet is now the world ’s largest. Federal Express revenues totalled $7 billion in fiscal year 1990. In 1990‚ Federal Express became the first winner of the Malcolm Baldrige National Quality Award in the service company category. Let us go behind the scene to find out more about the company ’s way of operations and the possible reasons behind the success. The company ’s mission is ’to provide our customers with totally
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METAMORPHOSIS OF TATA STEEL -THE CHALLENGES OF CHANGE MANAGEMENT "There is nothing more difficult to take in hand‚ more perilous to conduct‚ or more uncertain in its success‚ than to take the lead in the introduction of a new order of things." — Niccolo Machiavelli The Prince (1532) "In times of rapid change‚ experience could be your worst enemy." — J. Paul Getty INTRODUCTION 1. Tata Steel is the largest steel company of the country and at present stands as the 10th largest steel
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NESTLE’ ORGANIZATIONAL BEHAVIOUR BBA-6 DEPARTMENT OF MANAGEMENT SCIENCES ORGANIZATIONAL BEHAVIOUR SUBMITTED TO: MS. MOBINA SUBMITTED BY: AQSA ASMAT (313) HIRA TAHIR (327) SARA NAEEM (345) ACKNOWLEDGEMENTS Praise is to Allah Almighty‚ the one testing us all at all times and making decisions about what we don’t know and can’t know. Writing this report appeared to be a great experience to us. It added a lot to our knowledge while we were working on this report. If we say
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Gold Paper 10 April 1994 Quality Customer Satisfaction Public Relations New Directions for Organisational Communication This publication has been funded by a grant from Deutsche Bundespost Postdienst © 1994 International Public Relations Association and the authors. All rights reserved. No part of this publication may be reproduced‚ stored in a retrieval system or transmitted in any form or by any means‚ electronic‚ mechanical‚ photocopied‚ recorded or otherwise‚ without written permission of
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SWOT usage SWOT has been used by countless practitioners‚ marketing researchers‚ and is a frequent and popular tool for business marketing and strategy students. Its simplicity and catchy acronym perpetuates its usage in business and beyond as the tool is used to assess alternatives and complex decision situations. In the business arena the grouping of internal and external issues is a frequent starting point for strategic planning. It can be constructed quickly and can benefit from multiple viewpoints
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Table of Contents Executive Summary……………………………………………………………………….3 Introduction ………………………………………………………………………………….4 Biographies …………………………………………………………………………………4 History of Total Quality Management…………………………………………...6 Contribution to Industry.………………………………………………………………8 Experiments & Methodologies …………………………………………………….12 Contribution to Safety Field ……………………………………………….………15 Conclusion.…………………………………………………………………………………..16 References …………………………………………………………………………………..18 Executive Summary
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Baldrige Questioner P.1 Organizational Description: What are your key organizational characteristics? (Begins just below) a. Organizational Environment History JetBlue began operations in 2000 as a well-funded start-up‚ which afforded us the ability to make significant investments in our product offerings‚ including all new aircraft equipped with leather seats and Live TV. This product investment combined with superior customer service at low fares led to widespread brand recognition and early
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About Us - The Amul Model The Birth of Amul It all began when milk became a symbol of protest Founded in 1946 to stop the exploitation by middlemen Inspired by the freedom movement The seeds of this unusual saga were sown more than 65 years back in Anand‚ a small town in the state of Gujarat in western India. The exploitative trade practices followed by the local trade cartel triggered off the cooperative movement. Angered by unfair and manipulative practices followed by the trade‚ the farmers
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