only three accredited tour guides even though it is now a mandatory according to Tourism Code of 2009. Maybe there are reasons behind that‚ and it could be possibly the service quality that a tour guide are giving. According to World Federation of Tourist Guide Associations (WFTGA)‚ a tour guide should provide a professional service to visitors‚ professional in care and commitment‚ and professional in providing an objective understanding of the place visited‚ free from prejudice or propaganda. But
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In a recent Information Management lecture we went through the case of iPremier (read the full case) which is a popular case study from Harvard Business School. It was a made up case but the recent high profile hacking stories (such as Gawker) show that companies are not taking security seriously. The background is that iPremier suffered a DOS attack in the middle of the night which caused chaos in the company. After an hour the attack stopped and the company went back to business as normal. Two
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business‚ both with regard to the sales (“front end”) and service (“back end”) departments. Carol wonders whether a turnaround is possible. Auto World has been financially deteriorating for the past 18 months. The business has been losing money as a result of several factors‚ including‚ on the sales side‚ a decline in new car sales caused in part by rising interest rates‚ squeezed margins due to promotional activities‚ and rising fuel prices. Service revenues are below average compared to other similarly
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presented a new remote management service offering called Express Remote Managed Infrastructure Services (ERMIS). Since this class of offerings provides an opening into the SMB market for IBM‚ it was imperative to build the differential artifacts to lower costs and enhance the global appeal and reach of RIM via automation. To that end‚ we described two areas of research: service catalog and PD. Automation of management tasks for such commonly requested services helps in lowering costs while quickly
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Introduction West Florida Regional Medical center (WFRMC) is located on the north side of Pensacola‚ Florida. It is associated with Hospital Corporation of America (HCA)‚ and “the West Florida Healthcare campus includes the all private room acute care hospital‚ the area’s only comprehensive physical rehabilitation hospital‚ and a mental health facility” (West Florida Hospital‚ 2010). When looking at the decision to invest heavily into total quality management (TQM)‚ you must look at its history
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Quality of Service for Mobile Ad Hoc Networks Diploma Thesis of Patrick Stüdi Assistant: Jianbo Xue Supervisor: Prof. Dr. Gustavo Alonso March 2003 ii Abstract The fast adaptation of IP-based communications for mobile and hand-held devices equipped with wireless interfaces is creating a new challenge for Quality of Service (QoS) provision. Due the error-prone nature of wireless links and the high mobility of mobile devices‚ traditional Internet QoS protocols like RSVP cannot be easily
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Part A: Satisfying Service Incident A1: Service Incident Description Name of Firm/Organization: DiGi Telecommunications Sdn. Bhd. Type of Service or Industry: Telecommunication Service Provider Date and Time of Incident: 11/08/2010‚ 3:28 P.M. Circumstances Leading to Incident This incident happened in Berjaya Times Square‚ Kuala Lumpur. I came across an advertisement on DiGi website regarding “What Berry Are You?” promoting the latest mobile data plan package; DiGi Smart Plan Lite. This
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Service quality is becoming an important part in hotel industry. Thus‚ it is significant to measure and find effectiveness of service quality based on customers’ satisfaction.The paper is a brief analysis of service gap in Sheraton Macao Hotel. According to the questionnaires and investigation‚ we hope to find out the customers’ satisfaction in Sheraton Macao hotel and whether Sheraton Macao Hotel can satisfy her customers. Key words: Sheraton Macao Hotel‚ customers’ satisfaction. 1. Introduction
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of implementation and costs has always been a major bottleneck for firms as far as production is concerned. So is the case for SPC GmbH. Therefore‚ for it to ensure a timely and a sufficient supply of masterbatches to its customers‚ we will be suggesting theoretically possible means to increase production capacity‚ evaluate them qualitatively‚ then try to adjust them to SPC’s case. The flowchart in figure 1 depicts a logical tree on how to increase capacity in a firm: Optimization of Machine Utilization
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viii x xiv Chapter 1 Introduction 1.1. Background 1.2. The Hubris theory of mergers and acquisitions 1.3. Rationale of the present study 1.4. Definition of mergers and acquisitions 1.5. The objectives of the research 1.5.1. General objective 1.5.2. Specific objectives 1.6. Limitation of the research 1.7. Research method 1.8. Data 1.9. Organisation of the study Part One Literature Review Chapter 2 The Rationale for Mergers and Acquisitions 2.1. Introduction 2.2.The hypotheses of mergers and acquisitions
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