MANAGING SERVICE QUALITY (Application in Carrefour Retail Store) Individual Assignment of Operation Management by : Yessy Saputra MMR 39 – 151091013 PRASETIYA MULYA BUSINESS SCHOOL MAGISTER MANAGEMENT REGULAR PROGRAM JAKARTA 2010 Dalam industri jasa‚ salah satu faktor penting yang perlu diperhatikan oleh perusahaan adalah kualitas jasa. Karena jasa merupakan sesuatu yang tidak berwujud‚ maka evaluasi akan jasa menjadi suatu hal yang sulit dilakukan. Namun‚ kita tidak boleh mengabaikan hal ini
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1. Introduction More and more companies have implemented quality management in their operations. According to isixsigma.com‚ many international organizations have implemented total quality management (TQM) such as Toyota Motor‚ Motorola‚ Ford Motor‚ and Philip semiconductor. TQM which is a strategy aimed at embedding awareness of quality in all organizational process (wikipedia) began in the 1950’s and it has become widely known in 1980’s. Also‚ Six Sigma was originated from Motorola in 1986. Its
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CASE STUDY: “SOLUTION” EURASIA INTERNATIONAL: TOTAL QUALITY MANAGEMENT IN THE SHIPPING INDUSTRY SYNOPSIS: This Case gives an account of how a ship management company was able to set itself apart from competitors and from its clients’ own in-house technical and crew-management capabilities by embracing a culture of continuous improvement and by implementing Total Quality Management systems. The shipping industry was not alone in having regulation imposed upon it‚ but its distinctly international
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2 Quality 3 Competitiveness 3 Why Quality Influence Competitiveness 4 Cost of Poor Quality 5 How Poor Quality Affects Competitiveness 5 Causes of Poor Quality 6 Man 6 Material 6 Machine 6 Management 6 Method 6 Environment 6 Case on Quality Failure 7 Quality Guru: Joseph Juran 8 Quality Failure 8 Toyota’s Recalls 8 Toyota’s Response 9 Implementation of Juran’s Teaching in Toyota 9 Quality Improvement 9 Quality Control 10 Methods to Overcome Poor Quality: Purpose
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Before we look closer into the subject‚ first we must look at exactly what is meant by quality and cost. Quality is the totality of the attributes of a good or service that meet the requirements of the buyer or customers. The materials which make up the product‚ the design and the engineering of the product‚ product performance‚ reliability and durability are all important characteristics of the "quality package"‚ which ultimately influence customers to buy a product and repeat-purchase It. (Pass
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Question 3: One personal trait that Chet has that prevents him from managing his time successfully is his priority reign of tasks for other over tasks for himself. With so many things going wrong‚ he felt obligated to take care of those issues. Of course‚ a manager does hold responsibility for others‚ but managers also have the ability to assign tasks to inferiors. For instance‚ finding individuals to take the place of those who are ill can be a responsibility for a supervisor rather than the head
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1. Introduction Quality management has come forth as a management theory for heightening organizational efficiency and competitiveness (Dow et al.‚ 1999; Grandzol and Greshon‚ 1997; Sila‚ 2007; Sanchez-Rodriguez and Martinez-Lorente‚ 2004). Several experimental surveys and studies propose that organizations attain higher levels of productivity and organizational functioning via successful execution of quality management (Easton and Jarrell‚ 1998; Powell‚ 1995; Das et al.‚ 2000; Yeung et al.‚ 2006;
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QMT 725 Individual Assignment Two Due Date: 03 June 2014 Case Study 4-1 The popularity of Southwestern University’s football program under its new coach‚ Bo Pitterno‚ surged in each of the 5 years since his arrival at the Stephenville‚ Texas‚ college. With a football stadium close to maxing out at 54‚000 seats and a vocal coach pushing for a new stadium‚ SWU president Joel Wisner faced some difficult decisions. After a phenomenal upset victory over its archrival‚ the University of Texas
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Case Study Chapter 5 “ carter Cleaning Company “ If you were to ask jennifer and her father what the main problem was in running their firm‚ their answer would be quick and short hiring good people. Originally begun as a string of coin-operated laundromats requiring virtually no skilled help‚ the chain grew to six stores‚ each heavily dependent on skilled managers‚ cleaner-spotters and pressers. Employees generally have no more than a high school education (often less) and the market for them
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MEMORANDUM TO: JUAN C. ARAQUE FROM: GROUP #6 SUBJECT: CASE STUDY FOR COMPANY "BRINKERHOFF INTERNATIONAL INC." DATE: 11/14/00 CC: HUMAN RESOURCE DIRECTOR OBJECTIVE: After careful review and analysis of the situation and the facts surrounding the company Brinkerhoff International Incorporated (BII)‚ our team has been able to develop a viable course of action to efficiently improve productivity and relations within the organization. PROBLEMS IDENTIFIED: It is apparent through financial
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