CUSTOMER SATISFACTION IN HOTELS IN CAPE TOWN MBUNGWANA CHRISTINE LUNGISWA 2009 CUSTOMER SATISFACTION IN HOTELS IN CAPE TOWN by MBUNGWANA CHRISTINE LUNGISWA Dissertation submitted in fulfilment of the requirements for the degree Master of Technology: Quality in the Faculty of Engineering at the Cape Peninsula University of Technology Supervisor: A Bester Co-supervisor: Prof. Dr. J A Watkins D. Phil.‚ D. Com.‚ Ph. D. Bellville November 2009 ii DECLARATION I‚ Christine Mbungwana‚ hereby
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Research Proposal Customer Satisfaction in the Restaurant Industry Part I: Research Proposal I-1. Research Background In today’s competitive dynamic environment it is crucial to maintain existing customers and gain new ones. This goes for the restaurant industry as well‚ where not only the quality of the food plays a major role‚ but also the quality of the service itself. This has been recognized by the restaurant X which offers traditional Greek food. Due
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Case Study Inventory Management System Manufacturing CompanyChallenge A global manufacturing company was experiencing inefficiencies in in its inventory management processes. With suppliers across the world delivering parts for the company’s products‚ multiple buyers within the company are responsible for tracking the parts required for each product from the manufacturing phase through delivery. The company needed a way to keep a master list of all inventory with easy access to parts’ delivery
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quality has been recognized as a key factor in differentiating service products. Customer satisfaction can be secured through high quality products and services (Getty & Getty‚ 2003; Gupta & Chen‚ 1995; Tsang & Qu‚ 2000). Edvardsson (1996) reflected that the concept of service should be approached from the customer ’s point of view‚ since it was his/her perception of the outcome that constituted the service. Customers may have different values and different grounds for assessment and most of the time
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Production Management Assignment Bus 821 Question: What are the objectives of maintenance and inspection in production? B. Make a review on the maintenance strategies and techniques that are open to any production firm and select those that are implementable in Nigeria. Okoh Eziafa Ifeanyi 099029079 MBA class Stream 1 What are the objectives of maintance and inspection in production? Here are the definitions of key terms that will be used in the course of answering this question. Production
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Old Navy and Piperlime. Every day‚ Gap Inc. looks for new ways to connect with customers around the world‚ providing value to their shareholders and to make a positive contribution in the communities where Gap Inc. does business. Gap Inc brands have a simple‚ common purpose: "to make it easy for people to express their personal style" (Gapinc.com 2007). Gap Inc. constantly evolves each brand to better meet their customers ’ needs through innovative and inspiring design; through convenient and engaging
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One aspect of facilities layout for McDonald’s is that when customers come into the building‚ they line up in one of several lines and wait to be served. In contrast‚ customers at Wendy’s are asked to stand in one line that snakes around the front of the counter and to wait for a server to become available. a) What is the rationale for each approach? b) Which approach do you favour from (1) a customer’s perspective and (2) management’s perspective? Explain. A Rationale for McDonald approach
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Case Study Related to Advising Action Steps for Better Inventory Management A leading consumer products company dealing in cosmetics and other personal care products was seeking ways to: _ Reduce inventory levels across their forward supply chain _ Improve Inventory Record Accuracy at their storage points _ Accurately track damaged goods at various points in the supply chain The above problems together were a significant burden to the company. Implementation of best practices after a detailed
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CORPORATE RISK MANAGEMENT ASSIGNMENT OPERATIONAL RISK MANAGEMENT (ORM) IN BANKS Risk is inherent in any walk of life in general and in financial sectors in particular. Till recently‚ due to regulated environment‚ banks could not afford to take risks. But of late‚ banks are exposed to same competition and hence are compelled to encounter various types of financial and non-financial risks. Risks and uncertainties form an integral part of banking which by nature entails taking risks. There
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Operational Risk Management Operational Risk Management‚ otherwise known as ORM‚ is defined as a continual recurring process which includes risk assessment‚ risk decision making‚ and execution of risk controls‚ which results in acceptance‚ mitigation‚ or avoidance of risk. It is the oversight of operation risk‚ which is a risk arising from execution of a company’s business functions. It is a very wide concept which focuses on the risks arising from the people‚ systems and processes through which
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