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Customer Satisfaction and Service Quality - Operation Strategy
Although you have seen examples of the dimensions along which companies compete and approaches to operations strategy formulation illustrated by the approaches of Hill , Platts and Gregory and Slack, it is important to consider the dimensions of service quality. The following well known analysis by Parasuraman, Zeithaml and Berry (1985, 1994) is based on a 'gap' or disconfirmation model.
Essentially we are attempting to define customer requirements or service quality. Parasuraman et al describe ten determinants of service quality.
Reflecting back on our readings about entrepreneurship in, would you consider someone who buys a franchise to be an entrepreneur?
Create a scenario that depicts how the first line leader should act to fulfil the purpose and function of operational leadership in his or her area
How can performance cycle variance be controlled?
Suppose that a small publisher selling to book distributors has fixed operating costs of $600,000 each year and variable costs of $3.00 per book. How many books must the firm sell
According to Macintosh (2007), the greatest challenge facing modern managers is to raise the quality and productivity of service work. Or Many prominent managerial authors argue th
Process Planning In the design of processes there is a certain similarity to the design of products, in that there is a hierarchy of design stages. At the top level, process
Stakeholders of a company are shareholders, the community, customers, employees, and all of the other parties that have an interest in seeing that the company succeeds. True False
What happens to inventory as the number of kanban cards increases? Inventory decreases Inventory increases Inventory remains the same The number of kanban cards has no
Choose any company web site (it can be your own company) and evaluate its effectiveness. Write an essay of between 750-1000 words, double-spaced, focusing on such topics as the web
What is operations strategy? Answer: Operations strategy is the plan and actions taken at operational level to support and implement the business strategy. An operations strate
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