CONTENTS Abstract Acknowledgement Chapter 1: An Introduction to ISO 3 1.1 What is ISO? 3 1.2 The need for standards 3 1.3 The ISO Brand 5 Chapter 2: Quality Management System 7 2.1 Introduction 7 2.1.1General 7 2.1.2 Process approach 7 2.2 Requirements of a quality management system 10 2.2.1 Scope 10 2.2.2Normative Reference 11 2.2.3 Terms and definitions 11 2.2.4General Requirements 11 2.2.5 Documentation requirements 11 2
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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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Topic Review Question Topic 6: Designing Quality Service 1. Explain the reason why quality techniques in the service industry are less mature than quality techniques for manufactured products. Give your opinion‚ what can be done to bring quality techniques for the services industry up to a higher level? As discussed in Question 3‚ product quality has been in existence far longer than service quality. Tools such as SERVUAL and gap analysis are being pressed into use. Concepts like the interrelationships
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ABSTRACT Payroll System and Reservation Delivery Scheduling System with Billing System for MichaelJona Trucking Services Corporation Nowadays‚ a large number of companies have immersed their business. Due to the rapid technological progress and demand‚ the researchers have come up with an Reservation and Delivery Scheduling System with Payroll System for MichaelJona Trucking Services Corporation‚ as the topic of their project. MichaelJona Trucking Services Corporation still uses the traditional
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MANAGING SERVICE QUALITY IN HOSPITALITY INDUSTRY THROUGH MANAGING THE ‘MOMENT OF TRUTH’: A THEORETICAL APPROACH Deborah Christine Widjaja Lecturer‚ Hotel Management Program‚ Faculty of Economics‚ Petra Christian University Email: dwidjaja@peter.petra.ac.id Abstract: Hospitality industry is one of the service businesses that pays so much attention to service quality as it is the main intangible product that it produces. This short article examines how to manage service quality in hospitality industry
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Privacy Don’t snoop. Not only does going through your roommates’ belongings violate their privacy‚ but it can also destroy the trust between the two of you if they find out. Have a place to put your own mail‚ personal photos and other items that you don’t want your roommate going through to avoid conflict over privacy issues. Personal Items According to Huffington Post‚ borrowing personal items is a main cause for tension between roommates. Refrain from borrowing anything without your roommates’
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Chapter 2‚ 6th ed. Be the Manager: How to Manage a Hotel You have been called in to advise the owners of an exclusive new luxury hotel. For the venture to succeed‚ hotel employees must focus on providing customers with the highest quality customer service possible. The challenge is to devise a way of organizing and controlling employees that will promote high-quality service that will encourage employees to be committed to the hotel‚ and that will reduce the level of employee turnover and absenteeism—which
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dimension of Service Quality and explain how you will use those dimensions to gain competitive advantage over your competitors. In today’s competitive environment‚ organizations must earn the customer’s trust by consistently meeting or exceeding expectations. The disparity between expectation and perception is the major determining factor in a customer’s assessment of quality of service. Service quality and customer service is very important. One of the most important customer service skills you
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LINTON UNIVERSITY COLLEGE SCHOOL OF COMPUTER SCIENCE AND INFORMATION TECHNOLOGY B.Sc. (Hons) Software Engineering B.Sc. (Hons) Business Information Systems UEL IDs: U1153158 U1153163 U1061861 Module: Advanced Information Systems Development Assignment Title: Analysis‚ Design and Quality Management of an Information System Lecturer: Mr. Umapathy Date Submitted: 17th November 2013 TABLE OF CONTENTS Table of Figures ................................................................
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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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