International Journal of Quality & Reliability Management Emerald Article: Creating‚ Maintaining and Reinforcing a Customer Service Culture Richard A. Martin Article information: To cite this document: Richard A. Martin‚ (1992)‚"Creating‚ Maintaining and Reinforcing a Customer Service Culture"‚ International Journal of Quality & Reliability Management‚ Vol. 9 Iss: 1 Permanent link to this document: http://dx.doi.org/10.1108/02656719210007545 Downloaded on: 07-02-2013 Citations: This document
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Quality Function Deployment: ■ To provide customer input at the product design stage ■ The process results in a matrix‚ referred to as a “house of quality” for a particular product that relates customer attributes to engineering characteristics. ■ The central idea of QFD is the belief that products should be designed to reflect the customers’ desires and tastes ■ The house of quality provides a framework for translating customer satisfaction into identifiable and measurable
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Research Vol. 49 No. 3 June 2011 Printed in U.S.A. Earnings Quality Based on Corporate Investment Decisions FENG LI∗ Received 25 July 2007; accepted 20 September 2010 ABSTRACT In this paper‚ I examine a new approach for measuring earnings quality‚ defined as the closeness of reported earnings to “permanent earnings‚” based on firm decisions with regard to capital and labor investments. Specifically‚ I measure earnings quality as the contemporaneous association between changes in the levels
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Comparison of service quality of TNT express and DHL express with RATER dimensions The quality level of service provided by TNT Express and DHL Express in China could be described within the RATER dimensions of service quality. Samples and numbers are provided below to evaluate the quality of their service. Reliability Based on TNT Express annual report 2011‚ the service quality in that year has achieved an all time high with a 96% on-time delivery performance for the one million daily deliveries
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References: Services are taking on an increasing importance both domestically and internationally (Dean et al.‚ 1999) international markets (Duran & Eccles‚ 1997). Maxwell et al. (2004) concurs that service has increasingly played a critical role in a hotel ’s operations However‚ despite the vast amount of research done in the area of service quality‚ quality related issues have received little research attention within the hospitality
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full C.V. (A one page letter should be sufficient. K:\2011\NAG 6 - STUDENTS\2012 LEADERS\Student Leadership Positions.docx JOB DESCRIPTION HEAD GIRL The position of Head Girl at Sacred Heart Girls’ College entails the following:A. Personal Qualities: The Head Girl should be a committed Catholic so as to lead the student body by example. She should be active in her parish. A supporting letter from the Parish Priest is required. She should be able to relate well with a wide variety of people and
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Running head: FAILURE IN THE ABILITY TO MANAGE TIME AND THE Failure in the Ability to Manage Time and the Contributing Factors that Might Cause it Jeremy Sutton University of Phoenix Failure in the Ability to Manage Time and the Contributing Factors that Might Cause it In my day-to-day routine‚ the most difficult task to manage in the amount of time that I have in the day to not only complete all the tasks needed in the workplace‚ but also those at home. Much of the time‚ I believe the failure
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I 1.Why is quality is a difficult term to define? How can we improve our understanding of quality? Quality itself has been defined as fundamentally relational: ’Quality is the ongoing process of building and sustaining relationships by assessing‚ anticipating‚ and fulfilling stated and implied needs. Even those quality definitions which are not expressly relational have an implicit relational character. Zero defects and conformance to requirements or their modern counterpart‚ six
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essay or cause/ effect essay among other‚ we will help you get started. We help students with essay writing problems pick out the best topic for their essay‚ make an outline for essay writing‚ and give them guidelines to the content requirement of the essay among other services. It might be that your problem in essay writing is unavailability of adequate time that you can dedicate to essay writing. We also have the right solution for you as we also offer custom essay writing services. Through
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Quality Assurance The purpose of Quality Assurance is to ensure quality in all aspects of assessment. This is done through the processes of internal and external verification. Internal Verification As part of the process of checks to ensure that national standards are maintained‚ all assessors’ assessment decisions are subject to a process of verification. An internal verifier monitors assessment decisions made by the assessor to ensure they are consistent‚ fair‚ valid and reliable.
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