customer satisfaction measurement for iso 9000 2000



David Willemsen The Measurement of Customer Satisfaction David Willemsen The Measurement of Customer Satisfaction Новинка

David Willemsen The Measurement of Customer Satisfaction

4939 руб.
Research Paper (undergraduate) from the year 2010 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,0, RWTH Aachen University (Lehrstuhl Wirtschaftswissenschaften für Ingenieure und Naturwissenschaftler ), language: English, abstract: Only those companies that fully satisfy their customers will be able to maintain a top market position in the long run. Despite the fact that this rule has been known for a very long time, it has drastically gained in importance in the last years. The reasons are multifarious, but three main aspects can be named: the upswing of customer needs, exacerbating competition, and more complex market conditions. Rising customer demands can best be explained by a growing range of products competing against each other.In times of fierce competition, companies must deliver optimal products for the purpose of maintaining their competitiveness and strengthening their market positions. To ensure maximum customer loyalty, it is essential to know the status quo regarding the so called customer satisfaction and how consumer needs developed over time.This thesis presents the current state of research in the field of customer satisfaction measurement. In its macro-structure it can be divided into a theoretical and an empirical part. In the first one, the main measurement and calculation methods are described and discussed with focus on their capability to provide valid and reliable results concerni...
Shahrukh Salman Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions. The Mediating Role of Customer Satisfaction Shahrukh Salman Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions. The Mediating Role of Customer Satisfaction Новинка

Shahrukh Salman Effects of Perceived Service Quality on Customer Loyalty and Repurchase Intentions. The Mediating Role of Customer Satisfaction

5239 руб.
The primary objective of this study is to gauge the effect of perceived service quality on customer loyalty and repurchase intentions through customer satisfaction in Lahore, Pakistan. Therefore, the significance of customer satisfaction for customer loyalty and repurchase intentions is explained. Customer satisfactions play a mediating role between perceived service qualities, customer loyalty and repurchase intentions. The population of the research is constituted of the potential customers of Lahore and the sample size amounts to 230.
Chaminda Jayasundara Customer Satisfaction & Service Quality in Libraries Chaminda Jayasundara Customer Satisfaction & Service Quality in Libraries Новинка

Chaminda Jayasundara Customer Satisfaction & Service Quality in Libraries

4419 руб.
Customer Satisfaction and Service Quality in Libraries is a text book specially written for students, teachers and practicing librarians. However, it includes a very comprehensive review of existing research in the field which will be beneficial for researchers in the discipline of Library and Information Sciences. Customer service is increasingly significant in this competitive age and the contents particularly examine customer satisfaction in relation to service quality in libraries.
Ina Silber Qualitatsmanagement in ausgewahlten Brandenburger Unternehmen Ina Silber Qualitatsmanagement in ausgewahlten Brandenburger Unternehmen Новинка

Ina Silber Qualitatsmanagement in ausgewahlten Brandenburger Unternehmen

4714 руб.
Inhaltsangabe:Einleitung: Im Zuge der Globalisierung der Märkte und des steigenden Konkurrenzdrucks hat das Thema „Qualitätsmanagement“ in den letzten zehn Jahren zunehmend an Bedeutung gewonnen. Qualitätsmanagement hat sich zu einer unternehmerischen Kernaufgabe entwickelt, an der kein Unternehmen vorbeikommt. Mit den ISO Normenreihen liegen national und international gültige Standards vor, mit deren Hilfe sich Unternehmen aus verschiedenen Ländern hinsichtlich ihres Qualitätsmanagements vergleichen können. Die Wahl des Themas dieser Diplomarbeit liegt in der Revision von DIN EN ISO 9000:1994 hin zur DIN EN ISO 9000:2000 begründet und deren momentaner Aktualität. Am 15. Dezember 2003 verlor das Zertifikat ISO 9000:1994 seine Gültigkeit. Ab diesem Zeitpunkt können sich Unternehmen weltweit nur noch entsprechend der ISO 9000:2000 zertifizieren lassen. Diese Arbeit beschäftigt sich mit ausgewählten Brandenburger Unternehmen, die sich mittels der DIN EN ISO 9000:2000 einer Erst- oder Zweitzertifizierung unterzogen haben. Ziel der vorliegenden Diplomarbeit ist es, herauszufinden, ob und wie viele Unternehmen aus dem Land Brandenburg bereits nach der „neuen“ ISO 9000:2000 zertifiziert sind, und inwieweit ihnen dieses Zertifikat Nutzen bringt. Es soll untersucht werden, ob die Forderungen des Total Quality Managements (TQM) ausreichend umgesetzt werden und welche Vor- und Nachteile eine Zertifizierung den Unternehmen bringt. Anhand eines eigens für diese Arbeit konzipierten Fragenk...
geb. Weiler Marion Maguire A Case Analysis - Exploring Customer Attitudes on BMW geb. Weiler Marion Maguire A Case Analysis - Exploring Customer Attitudes on BMW Новинка

geb. Weiler Marion Maguire A Case Analysis - Exploring Customer Attitudes on BMW

6052 руб.
Inhaltsangabe:Abstract: Giving the powerful means of branding and brand-based differentiation for creating and sustaining a competitive advantage especially in highly competitive markets such as the automobile market, this study explores brand attitudes of existing and potential customers towards the brand BMW. Moreover, this study analyzes the level and source of customer satisfaction as well as the level and source of customer loyalty of existing and potential customers. While this study considers five different factors for the degree of customer satisfaction, there is only one factor considered for the degree of brand loyalty. The factors considered for customer satisfaction are perceived customer service, perceived quality, perceived innovation, perceived technology and perceived price, while the factor considered for brand loyalty is customer satisfaction itself. The analysis of brand loyalty distinguishes between repurchase loyalty and attitudinal loyalty, former being analyzed for existing customers and latter being analyzed for potential customers. The results indicate that (1) BMW has a high level of awareness, both in recognition and recall, (2) the image of BMW is favorable, strong and relevant, and (3) BMW is mainly associated with performance and style by existing customers and status by potential customers. Despite these overall positive results, weaknesses were identified, that contain opportunities for BMW. The regression analysis indicated that there is a str...
Douglas Hubbard W. How to Measure Anything. Finding the Value of Intangibles in Business Douglas Hubbard W. How to Measure Anything. Finding the Value of Intangibles in Business Новинка

Douglas Hubbard W. How to Measure Anything. Finding the Value of Intangibles in Business

3313.15 руб.
Now updated with new measurement methods and new examples, How to Measure Anything shows managers how to inform themselves in order to make less risky, more profitable business decisions This insightful and eloquent book will show you how to measure those things in your own business, government agency or other organization that, until now, you may have considered «immeasurable,» including customer satisfaction, organizational flexibility, technology risk, and technology ROI. Adds new measurement methods, showing how they can be applied to a variety of areas such as risk management and customer satisfaction Simplifies overall content while still making the more technical applications available to those readers who want to dig deeper Continues to boldly assert that any perception of «immeasurability» is based on certain popular misconceptions about measurement and measurement methods Shows the common reasoning for calling something immeasurable, and sets out to correct those ideas Offers practical methods for measuring a variety of «intangibles» Provides an online database (www.howtomeasureanything.com) of downloadable, practical examples worked out in detailed spreadsheets Written by recognized expert Douglas Hubbard—creator of Applied Information Economics—How to Measure Anything, Third Edition illustrates how the author has used his approach across various industries and how any problem, no matter how difficult, ill defined, or uncertain can lend itself to measurement using proven methods.
Dr. David Ackah, Makafui R. Agboyi The Role of Transportation in Achieving Customer Satisfaction in a Private Distribution Company Dr. David Ackah, Makafui R. Agboyi The Role of Transportation in Achieving Customer Satisfaction in a Private Distribution Company Новинка

Dr. David Ackah, Makafui R. Agboyi The Role of Transportation in Achieving Customer Satisfaction in a Private Distribution Company

2989 руб.
Research Paper (postgraduate) from the year 2014 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: A, Atlantic International University (School of Business and Economics), course: Ph.D. Economics, language: English, abstract: In a highly competitive distribution sector, one way to gain competitive advantage is to ensure that the customers are satisfied. It is also a fact that having a good transport system is a great factor to ensure long term services and growth the company. The study is to find the role transportation play in achieving customer satisfaction in the private distribution sector a case study at Ricky Boakye Yiadom Company Limited. Eventually, the results are meant to improve the existing levels of customer satisfaction with the form of transportation. Specifically it seeks to uncover the factors accounting for the level of customer satisfaction in transportation of products. The study reviewed major theoretical area to develop a framework which suggests that customer satisfaction in Distribution Company would be a function of service quality and customer orientation of service employees. The data from the study constituted employees and customers of 35 people and was analyzed through a descriptive statistics. The study reveals that the mode of transportation does not always achieve smooth delivery and satisfaction desired but adds value to the mode of transport. It also shows that delivery times t...
Samsudin Wahab and Siti Salmiah Abdullah User Satisfaction, Customer Relationship Management and Loyalty Samsudin Wahab and Siti Salmiah Abdullah User Satisfaction, Customer Relationship Management and Loyalty Новинка

Samsudin Wahab and Siti Salmiah Abdullah User Satisfaction, Customer Relationship Management and Loyalty

4983 руб.
No matter how serious the competition on industrial marketing becomes, only consumer loyalty ensures steady and long-lasting revenue growth for any kind of businesses. The purpose of this study was to determine the relationship between Customer Relationship Management (CRM) strategy implementation and customer loyalty in telecommunication companies: user satisfaction as a mediating effect. This study discovered the elements of CRM that should be applied by telecomunication companies selected in its operation that leads to user satisfaction and customer loyalty. The study adapted and combined the three elements from previous studies namely customer focus, knowledge management, and electronic CRM (eCRM) as a CRM strategy implementation.
Mohsin Akm Impact of employee performance recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh Mohsin Akm Impact of employee performance recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh Новинка

Mohsin Akm Impact of employee performance recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh

2214 руб.
Research Paper (undergraduate) from the year 2015 in the subject Business economics - Personnel and Organisation, , language: English, abstract: The telecommunications industry in Bangladesh is a very competitive market. As customer loyalty is always shifting to the service provider whose service is comparatively better, customer satisfaction is a crucial issue to survive in this market. Companies like Grameenphone, Robi, and Airtel have been trying to achieve their goal of increasing customer satisfaction by using performance recognition techniques on their employees. This is due to the fact that only the employees of a company are in a position to improve the customer satisfaction level, since they are in direct or indirect contact with customers. This report will therefore focus on the impact of employee recognition techniques on customer satisfaction in the telecommunication sector of Bangladesh. The report has been divided into two parts. The first part will contain the literature review and the conceptual frame of the study. In the second part, the very crucial part of methodology will be examined. The survey finally will include 30 respondents from whom primary data will be collected. The researcher has also decided to use the convenience sampling method for fulfilling the purpose of this research.
Rakesh Pathak Job satisfaction among workers of garment manufacturing units in India Rakesh Pathak Job satisfaction among workers of garment manufacturing units in India Новинка

Rakesh Pathak Job satisfaction among workers of garment manufacturing units in India

3212 руб.
This research shows that satisfied, motivated employees will create higher customer satisfaction and in turn positively influence organizational performance. Convenient work location, working with young people, opportunities for promotion and career prospects, fair salary, good policies, job security and dynamic working environment are few attributes which are critically important from the view point of most of the employees. Job satisfaction among employees is very important for the growth. Job satisfaction refers to a person’s feeling of satisfaction on the job, which act as a motivator to work. Job satisfaction of the employees is of paramount significance for the efficient and successful functioning of the organization. The job satisfaction is linked with motivation, absenteeism and general life satisfaction. All these factors are important for the growth and prosperity of any organization. Study reveals that comprehensive employee satisfaction process can be a key to a more motivated and loyal workforce leading to increased customer satisfaction and overall profitability for the organization.
Rouven Wohlbrück Customer Care Systems of Low Cost Airlines. An Analysis of Ryanair Rouven Wohlbrück Customer Care Systems of Low Cost Airlines. An Analysis of Ryanair Новинка

Rouven Wohlbrück Customer Care Systems of Low Cost Airlines. An Analysis of Ryanair

2102 руб.
Seminar paper from the year 2016 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,0, Plekhanov Russian University of Economics, course: International Marketing, language: English, abstract: The purpose of this paper is to show how a low cost airline can implement a customer care system into its organizational structure to increase its customer satisfaction. The current paper observes the customer service of the chosen company, which operates in the aviation business sector. As an example I have chosen Ryanair as a low cost airline. In this paper I will at first address the chosen sector and give a brief overview over its specifications. For this I will also differentiate the low cost airlines from the full service airlines to point out the primary strategic thoughts on how to achieve customer satisfaction. Secondly I will briefly describe the low class airline of choice. In this part I will concentrate on a short overview over the airlines organizational structure and financial standing to later determine whether and if where to import a customer care system or new parts of the system, which are currently missing. Thirdly I will make a step by step analyses of the company's current customer care system in regards to its impact on the customer satisfaction. For this I will concentrate on the customer care principles as bespoken in the lectures as well as the customer satisfaction model. I will at last make...
Larry Freed Innovating Analytics. How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results Larry Freed Innovating Analytics. How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results Новинка

Larry Freed Innovating Analytics. How the Next Generation of Net Promoter Can Increase Sales and Drive Business Results

1722.84 руб.
How does a CEO, manager, or entrepreneur begin to sort out what defines and drives a good customer experience and how it can be measured and made actionable? If you know how well the customer experience is satisfying your customers and you know how to increase their satisfaction, you can then increase sales, return visits, recommendations, loyalty, and brand engagement across all channels. More reliable and more useful data leads to better decisions and better results. Innovating Analytics is also about the need for a comprehensive measurement ecosystem to accurately assess and improve the other elements of customer experience. This is a time of great change and great opportunity. The companies that use the right tools and make the right assessments of how to satisfy their customers will have the competitive advantage. Innovating Analytics introduces an index that measures a customer’s likelihood to recommend and the likelihood to detract. The current concept of the Net Promoter Score (NPS) that has been adopted by many companies during the last decade—is no longer accurate, precise or actionable. This new metric called the Word of Mouth Index (WoMI) has been tested on hundreds of companies and with over 1.5 million consumers over the last two years. Author Larry Freed details the improvement that WoMI provides within what he calls the Measurement Ecosystem. He then goes on to look at three other drivers of customer satisfaction along with word of mouth: customer acquisition, customer loyalty, and customer conversion.
Arend Grünewälder Measuring Customer Satisfaction to Identify Areas of Sales Arend Grünewälder Measuring Customer Satisfaction to Identify Areas of Sales Новинка

Arend Grünewälder Measuring Customer Satisfaction to Identify Areas of Sales

1777 руб.
Seminar paper from the year 2008 in the subject Business economics - Business Management, Corporate Governance, grade: 2,0, University of applied sciences, Düsseldorf, course: Sales and Key Account Management, 16 entries in the bibliography, language: English, abstract: This work is about measuring customer satisfaction with the focus on B-2-B markets. In the first chapters the determinants are explained along with the problem of a not well designed measuring program. The intention of this work is to analyze and describe a thoroughly conducted research on satisfaction of industrial customers. The main chapter is organised according the chronological steps for a common research in that field. Each chapter or research element illustrates a correlation to the specific situation of suppliers in B-2-B markets. Basically, this work suggests planning a survey on customer satisfaction in two major steps: firstly, to explore the expectations and attitudes in a qualitative research, and then, based on the first step, to interview customers on their perceptions concerning how well the firm is meeting those expectations. Before drawing the conclusion of this work, the importance of customer satisfaction for companies competing in saturated markets is investigated.
Sundeep Jhowry Customer Satisfaction in the Banking Sector Sundeep Jhowry Customer Satisfaction in the Banking Sector Новинка

Sundeep Jhowry Customer Satisfaction in the Banking Sector

8239 руб.
Among the various fields of management, marketing is perhaps the most ambitious and interesting one. Since long time marketing have evolved from being production oriented to customer oriented. The purpose of this study was to assess one of the components of customer relationship management in the banking sector with relation to the banking services provided, which is customer satisfaction. The data collected for this study was by the means of a survey questionnaire. The aim was to have a better idea of the areas in the banking services, which banks must exploit so that to enhance long term relationship with customers and to attract new customers from competitors. The services in which some amendments must be made are revealed in the discussions and analysis chapter.
Dr. David Ackah, Makafui R. Agboyi The Impact of Service Quality on Consumer Loyalty Dr. David Ackah, Makafui R. Agboyi The Impact of Service Quality on Consumer Loyalty Новинка

Dr. David Ackah, Makafui R. Agboyi The Impact of Service Quality on Consumer Loyalty

1902 руб.
Research Paper (postgraduate) from the year 2013 in the subject Economics - International Economic Relations, grade: A, Atlantic International University (School of Business and Economics), language: English, abstract: The study explores the relationship between service quality and customer satisfaction on customer loyalty with regards to services provided by All Needs Supermarket, located in Takoradi. To achieve the objective of the study, quantitative method was used for the statistical analysis and convenience sampling for selecting customers. The researcher used the self-administered questionnaire as a method for collecting data from the sample consists of 101customers randomly selected from the population frame.The results show that both service quality and customer satisfaction significantly affect the levelof customer loyalty of the customers of All needs supermarket, Takoradi. It was therefore, recommended that staff of All needs supermarket should pay special attention to their service quality and the factors that drive customer satisfaction.
Gyani Malla Shah Customer Account Profitability Gyani Malla Shah Customer Account Profitability Новинка

Gyani Malla Shah Customer Account Profitability

4419 руб.
Get Success through taking right strategic decision about your customer.This is the customer oriented age. No organization can get its objectives without customers’ satisfaction. Customers are the king and queen of the market. Customers’ attraction, satisfaction and retention have been made highly considerable by all organizations for surviving and growing in this competitive global market. Customers are the source of revenue for all organizations. Organizations need to invest over them to attract, to satisfy and to retain. It means, customers generate revenue and cost for organization. All customers groups are not equally profitable for the organization. So, organizations needs to analyze the cost and revenue of each customer group to know the most profitable customer group, less profitable customer group and unprofitable customer group. Organization needs to convert unprofitable customers into profitable customer; less profitable customers group into more profitable through taking right strategic decisions. Various research studies have revealed that the cost of new customers’ attraction is higher than the cost of customers’ retention.
Jörg Krause, Thomas Karras Bewertung von ARIS 5.0/ Web. Publisher als Consultingtool fur den mittelstandischen Einsatz und Zertifikationsmoglichkeiten nach ISO 9000 Jörg Krause, Thomas Karras Bewertung von ARIS 5.0/ Web. Publisher als Consultingtool fur den mittelstandischen Einsatz und Zertifikationsmoglichkeiten nach ISO 9000 Новинка

Jörg Krause, Thomas Karras Bewertung von ARIS 5.0/ Web. Publisher als Consultingtool fur den mittelstandischen Einsatz und Zertifikationsmoglichkeiten nach ISO 9000

1839 руб.
Studienarbeit aus dem Jahr 2001 im Fachbereich BWL - Unternehmensführung, Management, Organisation, Note: 1,0, Humboldt-Universität zu Berlin (Wirtschaftsinformatik), Sprache: Deutsch, Abstract: Der mittlerweile nicht mehr existierende Teilbereich "ICN" (Information and Comunications Networks) der Siemens AG Berlin befasste sich damit, auf dem Gebiet der ISO 9000-Zertifizierung eine umfassende Dienstleistung für mittelständische Unternehmen anzubieten. Unter Zuhilfenahme von ARIS 5.0 / Web-Publisher sollen die betreffenden Unternehmen sowohl auf das Thema QM allgemein als auch speziell auf die Zertifizierung nach ISO 9000 vorbereitet werden.Hierzu gab es die folgenden Schwerpunktthemen:•Vorbereitung einer ISO 9000 Zertifizierung durch ARIS 5.0 / Web-Publisher•Anforderungen an die Prozesserhebung•Möglichkeiten des flexiblen Einsatzes durch Web-Publisher für die Dokumentation der Prozesse (Anhang von Dokumenten) •Allgemeine Kostenbetrachtung zur Einführung eines Qualitätsmanagementsystems (QMS)•Auseinandersetzung mit Alternativprodukten zu ARIS 5.0 •Betrachtung von BeratungsalternativenIm folgenden Werk werden zunächst ein Einblick in die ISO 9000ff Normenfamilie, Anforderungen an das Qualitätsmanagement gegeben. Später erfolgt dann die Evaluierung von ARIS 5.0 und Webpublisher für deren Zertifizierungseinsatz. Darüber hinaus werden andere Business Process Modelling tools, wie z.B. MS-Visio 2000, iGrafx Flowchart, iGrafx Process 2000, SYCAT 4.1 auf deren Fähigkeiten zur...
Vemula Harileela Service Quality Perception and Satisfaction in Indian Retail Banking Vemula Harileela Service Quality Perception and Satisfaction in Indian Retail Banking Новинка

Vemula Harileela Service Quality Perception and Satisfaction in Indian Retail Banking

7075 руб.
Banks play an important role in the development of a country, as reservoirs of resources necessary for the economic development. Since three decades the banking services have become competitive especially when the countries have opened the doors to foreign banks. Hence an efficient customer service and real understanding of the client’s business is becoming absolutely vital. Thus it becomes necessary for the banks to focus on service quality as a core competitive strategy. With this background service quality and customer satisfaction are forcing the attention of the banking institutions across the world and India is not an exception. In this context, in this study,an attempt has been made to understand how the Indian customers perceive service quality and their satisfaction levels in retail banking.
Mudassar Ali Role of Information Technology in retaining customers Mudassar Ali Role of Information Technology in retaining customers Новинка

Mudassar Ali Role of Information Technology in retaining customers

3212 руб.
Customer relationship management has a great impact and playing its important role in the success of achieving organizational objectives. The main purpose of every business organization is to earn more profit by offering excellent and quality of services or goods and generating revenue by maximizing sales. The profit margin has direct relationship with the sales and sales depend on the number of customers and their satisfaction. Although the role of marketing department, management, accounts department and their strategies have also great influence on the sales. But the customer relationship management role has also great impact on client’s satisfaction, client’s retention and capturing new clients from target market. Client’s repetition and their satisfaction level always play important role in increasing the volume of sales. Customer relation management is responsible for the client’s satisfaction and capturing new clients and handling their complaints. The staff of customer relationship management has direct interface with the clients and in such a way they can also play important role in retention and capturing new client.
Anna Balashova What to do with Unprofitable Customers. Customer Lifetime Value, Customer Metrics of Adverse Behavior, and Feasible Strategies for Managing Unprofitable Customers Anna Balashova What to do with Unprofitable Customers. Customer Lifetime Value, Customer Metrics of Adverse Behavior, and Feasible Strategies for Managing Unprofitable Customers Новинка

Anna Balashova What to do with Unprofitable Customers. Customer Lifetime Value, Customer Metrics of Adverse Behavior, and Feasible Strategies for Managing Unprofitable Customers

2214 руб.
Bachelor Thesis from the year 2016 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1,3, University of Münster, language: English, abstract: In this paper, I analyze how customer metrics like Customer lifetime value (CLV) are linked to strategies for managing unprofitable customers. Valuing customers or their behavior, respectively, has become an indispensable issue for any commercial activity. When determining causes and reasons of the customers' contribution to firm value or performance, the customer base usually is analyzed and evaluated, whereas profitable and unprofitable customers are identified. Especially the subject of unprofitable customers, the methods to single them out and their input on the firm's financial performance have been thoroughly discussed in the literature. Because regular financial metrics have restricted diagnostic potential, relying on customer metrics appears more suitable for determining customer's profitability. There are diverse methods for evaluating customers, such as previous period customer revenue, past customer value, customer lifetime duration and customer lifetime value (CLV). CLV examines customer profitability from a prospective perspective, foreseeing future customer behavior and discounting future cash flows. CLV and its measurement models, depending on the kind of customers and products obtained by the company, provide a basis for strategic and tactical d...
Richa Kumari Impact of Quality Attributes on Customer Satisfaction in Apparel Retailing Richa Kumari Impact of Quality Attributes on Customer Satisfaction in Apparel Retailing Новинка

Richa Kumari Impact of Quality Attributes on Customer Satisfaction in Apparel Retailing

1752 руб.
Project Report from the year 2012 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: A, , course: Business economics - Marketing, Corporate Communication, CRM, Market Research, language: English, abstract: Before the globalization most of the retaining used to be done in retail stores. In recent years non-store retailing has been growing much faster than the store retailing includes selling of the final consumer through the internet, direct mail, catalogs, the telephone and other direct selling approach. Customer became more luxurious so according to them satisfaction and quality are main focal point for the retail outlet store because one satisfied customers brings more than twenty customers and one unsatisfied customers take two hundreds customers back. Changes in customers' expectation and perceived quality and perceived value all works in concert to drive the customer satisfaction. This research is intended to understand the impact of quality attributes on customer satisfaction in Indian apparel retailing.
Oliver Bärwald European Quality Award oder Malcom Baldrige Award. Die besseren Alternativen zu einer Zertifizierung nach DIN EN ISO 9000 ff.. Oliver Bärwald European Quality Award oder Malcom Baldrige Award. Die besseren Alternativen zu einer Zertifizierung nach DIN EN ISO 9000 ff.. Новинка

Oliver Bärwald European Quality Award oder Malcom Baldrige Award. Die besseren Alternativen zu einer Zertifizierung nach DIN EN ISO 9000 ff..

4652 руб.
Inhaltsangabe:Einleitung: Ist die DIN EN ISO 9000 ff. State of the Art im Bereich des Qualitätsmanagements? Viele Unternehmensführer in Deutschland würden diese Frage sicherlich mit "Ja" beantworten. Nach Jahren der kontinuierlichen Progression im Fehlerkostenbereich, scheint für sie eine Umstrukturierung ihrer Unternehmen im Hinblick auf eine Zertifizierung nach der DIN EN ISO 9000 ff. das Allheilmittel zur Qualitätssteigerung und Reorganisation zu sein. Doch ist dies wirklich so zu sehen? Ein Praxisprojekt, in dem ich den Zweigbetrieb eines größeren VW-Audi-Autohauses auf die Zertifizierung nach DIN EN ISO 9002 vorbereitete, ließ mich umfassenden Einblick in das Regelwerk der Normenreihe DIN EN ISO 9000 ff. nehmen. Ohne den weiteren Ausführungen vorgreifen zu wollen; in mir drängte sich damals das Gefühl auf, daß die DIN EN ISO 9000 ff. einige gravierende Mängel für eine Reorganisation im Sinne eines Total Quality Managements aufweist. Hieraus resultierte die Entscheidung im Rahmen dieser Diplomarbeit einen Ausblick auf vielleicht existierende Alternativen zur DIN EN ISO 9000 ff. zu nehmen. Gamg der Untersuchung: Zu Beginn möchte ich diese möglichen Alternativen sowie die DIN EN ISO 9000 ff. darstellen, um sie dann mit der Norm und untereinander zu vergleichen. Ein sehr wichtiger Punkt ist mit Sicherheit auch die Akzeptanz der einzelnen Alternativen in der nationalen und internationalen Wirtschaft, ich werde diesen im Anschluß an die Gegenüberstellungen darstellen. ...
Osuji Peter N., Lawrence Japhet Eke The Impact of Customer Service Management on It Function Osuji Peter N., Lawrence Japhet Eke The Impact of Customer Service Management on It Function Новинка

Osuji Peter N., Lawrence Japhet Eke The Impact of Customer Service Management on It Function

8789 руб.
Today's business landscape is changing rapidly and Information Technology (IT) solutions that support these businesses are aligning service strategy and targets towards satisfying ever changing business needs. Most companies are now compelled to rely almost on IT for all their business process transactions; especially multinationals. This calls for huge investment in IT and related resources. This is where it becomes imperative for the IT departments to deploy convincing customer satisfaction strategy that will guarantee their continued existence and relevance in these organizations. The book has explored options that will aid IT departments to survive competitions by deploying effective and efficient customer satisfaction strategies that will expose the impact of IT services in business organizations and subsequently convince decision makers to start seeing IT departments as business partners as opposed to cost centers. It makes available great information on how businesses that make customer satisfaction a key operating principle will surpass competition. The book is a must read for any service oriented professional.
Martin Römer Die Normenreihe DIN EN ISO 9000 ff. Qualitatsmanagementsysteme in der Pflege Martin Römer Die Normenreihe DIN EN ISO 9000 ff. Qualitatsmanagementsysteme in der Pflege Новинка

Martin Römer Die Normenreihe DIN EN ISO 9000 ff. Qualitatsmanagementsysteme in der Pflege

2164 руб.
Akademische Arbeit aus dem Jahr 2007 im Fachbereich Pflegemanagement / Sozialmanagement, Note: 1,7, Hochschule Ludwigshafen am Rhein, Sprache: Deutsch, Abstract: Die DIN EN ISO 9001:2000 ist eine internationale Norm, die von der ISO - Internationale Organisation für Normung - einer weltweiten Vereinigung nationaler Normungsinstitute erarbeitet und vom Europäischen Komitee für Normung (CEN) am 15. Dezember 2000 in einer aktualisierten Version angenommen wurde. In dieser neuen Norm werden Anforderungen an ein Qualitätsmanagementsystem beschrieben. Es handelt sich um einen internationalen und branchenübergreifenden Rahmen für ein QMS, der einen prozessorientierten Ansatz verfolgt. Aus dem Inhalt:Normen für Qualitätsmanagementsysteme,Inhaltlicher Aufbau der DIN 9001:2000,Dokumentation, Leitung, Mittel, Produktrealisierung, Messung, Analyse und Verbesserung,Zertifizierung nach DIN 9001:2000
Astrid Rotarius Identification of Internal Customer Requirements and Meeting Those Requirements Through Business Process Improvement Within a Quality Management System at an Australian Electrical Manufacturer Astrid Rotarius Identification of Internal Customer Requirements and Meeting Those Requirements Through Business Process Improvement Within a Quality Management System at an Australian Electrical Manufacturer Новинка

Astrid Rotarius Identification of Internal Customer Requirements and Meeting Those Requirements Through Business Process Improvement Within a Quality Management System at an Australian Electrical Manufacturer

4689 руб.
Inhaltsangabe:Abstract: Increasing competition, deregulation, globalisation, and technological advancement continuously create new business realities for organisations in the marketplace. In order to cope with these structural changes, many organisations aim at improving and innovating their business processes within the implementation of a quality management System. In today's competitive environment however, it is not sufficient to implement internally oriented business process improvements. Instead, companies have to concentrate an externally focused process improvements which add value to customers and thus enhance customer relationships. Such customer value driven process improvements help to integrate marketing and operations strategies and thereby provide a significant competitive advantage. A quality management system enables organisations to achieve a competitive edge through customer satisfaction in today's highly competitive domestic and global markets. Customer satisfaction forms an integral part of a quality management system which focuses organisations an meeting or exceeding customer expectations through outstanding product and service performance. The integrative approach of a quality management system motivates everyone in an organisation to serve the customer. Customers include the end user (external customers) as well as all employees within an organisation (internal customers). As a result, external and internal customer expectations and requiremen...
Abdullah Afzal Factors affecting customer satisfaction in fast food sector Abdullah Afzal Factors affecting customer satisfaction in fast food sector Новинка

Abdullah Afzal Factors affecting customer satisfaction in fast food sector

5052 руб.
Masterarbeit aus dem Jahr 2013 im Fachbereich BWL - Marketing, Unternehmenskommunikation, CRM, Marktforschung, Social Media, Lovely Professional University, Punjab, Sprache: Deutsch, Abstract: Prior research has shown that customer satisfaction is the most important means for fast food restaurant. The main objectives of the study were to enhance the fast food service quality impact on overall customer satisfaction, to study purchaser behavior towards fast food places, to identify various key factors used by clients in the selection of fast food restaurants; and to analyze the particular differences/similarities in critical factors deemed by consumers for the selection of fast food restaurants. Our objective should be to look into the particular crucial elements that really help to determine the expectations which buyers have regarding the fast food market and his or her perceptions of good quality through experience. The organizations under study were Pizza Hut, Hardees, KFC, McDonald's and Subway located in Lahore, Pakistan.An extensive review of the literature was carried out by reviewing research studies, books, site pages and journals etc. On the basis of that literature review and its inferences, a questionnaire was developed which was needed for this quantitative type of research. The data was collected from the customer of these restaurants. A sample of 407 customers was selected randomly. Data was compiled and statistically analyzed using SPSS and Microsoft Excel....
Mohammed Bharmal and Bhoomi Parmar An Study on Post Service Satisfaction amongst the Toyota Customers Mohammed Bharmal and Bhoomi Parmar An Study on Post Service Satisfaction amongst the Toyota Customers Новинка

Mohammed Bharmal and Bhoomi Parmar An Study on Post Service Satisfaction amongst the Toyota Customers

4419 руб.
What is the most important consideration on the part of the customers when they purchase a vehicle? After Sales Services. This report considers one the best Automobile company - Toyota Motors known for its quality, to study the customer satisfaction on the services provided at the service centers. The study is based on five parameters i.e., service quality, Service initiation, Service Facility, Service adviser, and Vehicle Pickup.The study reveals the customer preference whether to service their vehicle at the authorized service center during and/or after the warranty period, feedback of the customer on the service provided by the Toyota authorized service center.
Jie Wu IMPROVE CUSTOMER SATISFACTION IN A STRUCTURAL WAY Jie Wu IMPROVE CUSTOMER SATISFACTION IN A STRUCTURAL WAY Новинка

Jie Wu IMPROVE CUSTOMER SATISFACTION IN A STRUCTURAL WAY

9477 руб.
Business excellence is all about enabling the organization to give the customer what he wants when he wants it, everywhere, every time, but profitably. Customer service intelligence is supporting this business to transform the company into more efficient and effective regarding all areas of operational and process intelligence on the way to "Most Highly Regarded Service Company". These challenges are ahead of the service company. Based on extensive research and rich with vivid example of T-Mobile Netherlands, this book helps company identify the true customer needs and what the customer really values, putting the right measures behind it, and executing against these measures in excellence. It also makes management aware of the complexity of measuring customer satisfaction and tremendous impact due to the key performance indicators. This leads to an introduction of a brand new performance planning tool that is very likely to benefit mobile phone companies in after-sales activities, or any corporation that may be considering engaging the customer experience in a continuous-improvement process for marketing efforts.
Joel Scott Microsoft CRM For Dummies Joel Scott Microsoft CRM For Dummies Новинка

Joel Scott Microsoft CRM For Dummies

2543.84 руб.
The ideal introductory guide to Microsoft's much anticipated entry into the Customer Relationship Management (CRM) software marketplace Discusses the key features of Microsoft's CRM software, including tools to help businesses sell more effectively, manage all customer communications in one place, track and convert leads, make informed decisions faster, and provide consistent service Provides expert tips and tricks to make the software work more effectively Explains how to achieve increased customer satisfaction, customer loyalty, and more profitable customer relationships Author is considered one of a handful of global experts on CRM for small- and medium-sized businesses
Wolfgang Katsch International E-Business Wolfgang Katsch International E-Business Новинка

Wolfgang Katsch International E-Business

7327 руб.
Inhaltsangabe:Abstract: The thesis offers solutions concerning the following questions: - Why is customer loyalty important for long term success of a company? - What are value adding characteristics of E-Business? - How is customer relationship management defined? - How does relationship management help a company in the changing marketplace of E-Business? - How can a company build customer loyalty? - How to follow a step-by-step process in order to build lasting relatinships with customers? - What do best-practice companies manage relationships (including over 10 short case studies and practical experiences) - How to use online communities for customer loyalty? - What does datamining mean in the context of CRM? - How to integrate customers for customization and product innovations? - Why does a database give you the necessary information for knowing your customers? - What is the link between customer satisfaction, differentiation, and long term economic success - What are tools to implement the new approach of customer relationship management? - How to install an complaint management system in E-Business in order to build loyalty? The main objectives of the thesis are show how companies can build loyalty with customer relationship management to combine the concept of customer loyalty with the characteristics of E-BusinessCompanies in E-Business already realize that focusing only on customer acquisition is not enough for lasting success and are therefore intensifying efforts ...
Blakolmer René Performance Measurement Blakolmer René Performance Measurement Новинка

Blakolmer René Performance Measurement

6727 руб.
Nowadays, companies are facing tremendous challenges, due to highly competitive pressure and increasing customer requirements. In order to gain higher customer retention and loyalty, B2B companies are using the strategic marketing or distribution instrument "Key Account Management". Key accounts receive a special treatment by companies. Of course, additional costs occur. Now the question is, how a company can prove that the implementation of Key Account Management is profitable. The English term for this process is "Performance Measurement". Thus, a suitable concept for the usage in Key Account Management is essential. First of all, this book contains a general description of Key Account Management in order to spot the need for the use of Performance Measurement. Of course, also Performance Measurement is specified and a special focus is put on various concepts fitting to Key Account Management. Furthermore, emphasis was placed on the difference of Performance Measurement in Global Account Management. Finally, the proposed performance measurement instrument and the most appropriate key performance indicators for the application in Key Account Management are pointed out.
AMASSOMA DITIMI, Nduka Kelechi Sylvia THE EFFECT OF CORPORATE IMAGE ON CUSTOMER.S SATISFACTION AMASSOMA DITIMI, Nduka Kelechi Sylvia THE EFFECT OF CORPORATE IMAGE ON CUSTOMER.S SATISFACTION Новинка

AMASSOMA DITIMI, Nduka Kelechi Sylvia THE EFFECT OF CORPORATE IMAGE ON CUSTOMER.S SATISFACTION

9064 руб.
This book project is aimed at explaining the effects of corporate image on corporate image on customers' satisfaction . However, this book project depicts that corporate image is consequently assumed to have an impact on cutomers choice of company when service attributes are difficult to evaluate. And further emphasied that customer satisfaction hasbecome a key component of virtually every corporate vision and mission statement.
Klaus Bäcker Implementierung okonomischer Ansatze in der Sozialen Arbeit. Praxisbeispiele Klaus Bäcker Implementierung okonomischer Ansatze in der Sozialen Arbeit. Praxisbeispiele Новинка

Klaus Bäcker Implementierung okonomischer Ansatze in der Sozialen Arbeit. Praxisbeispiele

3002 руб.
Akademische Arbeit aus dem Jahr 2006 im Fachbereich Pflegemanagement / Sozialmanagement, Note: 1,0, Universität Duisburg-Essen, Sprache: Deutsch, Abstract: In dieser Arbeit werden Implementierungsversuche ökonomischer Ansätze in der Praxis an ausgewählten Beispielen aufgezeigt. Für den Bereich der freien Träger wird die praktische Umsetzung der Balanced Scorecard, als Konzept des strategischen Managements, exemplarisch am Beispiel einer WfbM dargestellt. Als in der Praxis gängige Qualitätsmanagementansätze werden das EFQM-Modell für Excellence und die DIN ISO 9000:2000 ff. eingehender betrachtet. Für den Bereich der kommunalen Träger wird das Neue Steuerungsmodell in seinen Dimensionen und Ökonomisierungselementen detailliert dargestellt.Aus dem Inhalt:Die Trägerstruktur der Sozialen Arbeit;Freie Träger der Wohlfahrtspflege;Strategisches Management auf der Grundlage des Balanced Scorecard Ansatzes;Das EFQM-Modell für Excellence - ein TQM-Ansatz für die Soziale Arbeit;Qualitätsmanagement nach DIN ISO 9000:2000 ff.;Kommunale Träger: Neues Steuerungsmodell; ...
Hadi Ganjalikhan Hakemi and Sajad Ebrahimi Meimand Measuring Service Quality and It's Impact on Tourists' Satisfaction Hadi Ganjalikhan Hakemi and Sajad Ebrahimi Meimand Measuring Service Quality and It's Impact on Tourists' Satisfaction Новинка

Hadi Ganjalikhan Hakemi and Sajad Ebrahimi Meimand Measuring Service Quality and It's Impact on Tourists' Satisfaction

4017 руб.
The global spa industry is still in its infancy even though it is the fastest growing leisure industry. Besides hospitality industry the spa industry is also integrated with other branches and fields, such as architecture, property development, landscape design, fashion, food and beverage, fitness and leisure personal development as well as traditional medicine. To stand out in the hot spring industry, good service quality has become the most important issue for competitiveness. Therefore, the purpose of this book is to discover what services must be offered and moreover, recognizing the key criteria which influence to raise customer satisfaction and to encourage repeat customers for perpetual business in hot spring. This book is also suggested to hotel proprietors as a guide in order to improve customer expectations of service quality and actual performance perceive.
Singh Gurvir Job Gratification Of Physical Educationists Of Punjab Singh Gurvir Job Gratification Of Physical Educationists Of Punjab Новинка

Singh Gurvir Job Gratification Of Physical Educationists Of Punjab

5902 руб.
'Teachers are the Architects of the Future.' Job satisfaction describes how content an individual will do his or her job. Teacher's satisfaction and retention have always been important issues. After all, high levels of staff turnover can affect teacher's bottom line, as temporary recruitment and retaining take their toll. Job design aims to enhance job satisfaction and performance, methods, include job rotation, job enlargement and job enrichment. Other influences on satisfaction include the management style and culture, employee involvement, empowerment and autonomous work groups. Job satisfaction is a very important attribute which is frequently measured by organisation. The most common way of measurement is the uses of rating scales where teachers report their reactions to their jobs.
Шинкаренко Олег Николаевич Управление персоналом организации при внедрении стандартов серии ISO 9000 Шинкаренко Олег Николаевич Управление персоналом организации при внедрении стандартов серии ISO 9000 Новинка

Шинкаренко Олег Николаевич Управление персоналом организации при внедрении стандартов серии ISO 9000

851 руб.
В новом издании книги, подготовленной одним из лучших специалистов в области управления персоналом, автором ряда публикаций в ведущем российском журнале для кадровых служб - журнале "Кадры предприятия", рассмотрены вопросы управления персоналом организации при внедрении системы менеджмента качества (СМК), основанной на стандартах серии ISO 9000. На практических примерах показаны основные трудности и ошибки в управлении персоналом при внедрении СМК и пути их преодоления. В издании представлены примеры документов системы управления персоналом, подготовленные для предприятий, проходящих сертификацию СМК, по стандартам серии ISO 9000, российский стандарт ГОСТ Р ИСО 9001-2008, текст которого аутентичен международному стандарту ISO 9001:2008, выдержки из текста нового международного стандарта ISO 9004:2009. Книга будет полезна студентам, аспирантам и преподавателям по специальности "Управление персоналом", работникам кадровых служб и подразделений, отвечающих за внедрение СМК, руководителям всех уровней. 2-е издание, переработанное и дополненное.
Philip Kotler Managing Customer Experience and Relationships. A Strategic Framework Philip Kotler Managing Customer Experience and Relationships. A Strategic Framework Новинка

Philip Kotler Managing Customer Experience and Relationships. A Strategic Framework

7359.44 руб.
Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.
Stefanie Gattermann The Influence of Culinary Satisfaction on Customer Loyalty Stefanie Gattermann The Influence of Culinary Satisfaction on Customer Loyalty Новинка

Stefanie Gattermann The Influence of Culinary Satisfaction on Customer Loyalty

9202 руб.
The constant growth of the cruise industry requires shifting the focus from customer acquisition to customer retention. Therefore, it is necessary to define factors that are crucial for customer retention. As food consumption is a precondition and a principal component of our daily life, the study intends to examine whether catering aboard of cruise ships is a factor that determines the level of satisfaction and as a result influences the loyalty behavior of cruise passengers. For this purpose, the role of catering during holidays is defined and online consumer reviews as a form of electronic word-of-mouth are analyzed regarding onboard catering assessment and the recommendation intention of German cruise passengers. As a result, the study reveals that catering is a critical success factor for a cruise as being a necessary precondition for activities that form the holiday experience. Thus the absence of appropriate catering leads to a general dissatisfied attitude of the cruise passenger while excellent catering has only little influence on the positive evaluation of the journey.
Karpuzcu Tugce Impact of e-Services on Customer Satisfaction Karpuzcu Tugce Impact of e-Services on Customer Satisfaction Новинка

Karpuzcu Tugce Impact of e-Services on Customer Satisfaction

8902 руб.
E-commerce has provided companies almost in every industry to introduce new ways of serving their customers. As with any other markets, physical distribution service (PDS) industry experienced an upswing in the adoption of e-services. This study has attempted to find the limitations and enhancing factors of e-commerce usage, the determinants of e-service and PDS quality, and their underlying relationships in business-to-business physical distribution services, particularly in a pharmaceutical wholesale context. This study provides valuable insights for the multi-channel non-retail PDS industries in terms of the reasons underlying customers' channel preferences and the aspects vital for achieving total quality in their services and respective customer satisfaction. Given the increasing role played by technology in shaping business relationships and transactions in this industry, managers need to pay attention to the level of quality associated to their e-services, because just as overall satisfaction with services, e-satisfaction from e-services is also a strong determinant of customers' future relationships with the distributor.
Gabriela Strauß Marketing Events as a Supportive Tool for Customer Loyalty Gabriela Strauß Marketing Events as a Supportive Tool for Customer Loyalty Новинка

Gabriela Strauß Marketing Events as a Supportive Tool for Customer Loyalty

6164 руб.
Inhaltsangabe:Abstract:Part one briefly introduces the reader to the topic and the research objectives. Moreover, the methodical approach to meet the research objectives will be presented. Part two provides the theoretical framework of customer loyalty. Terms, advantages and strategies related to customer loyalty are introduced. Furthermore, the report illustrates factors that support the development of customer loyalty and evaluates the requirements to develop new loyalty tools. Part three presents a definition and classification of marketing events as well as the inevitability of creating new ways of communication. Furthermore, it portrays international dimensions of marketing events, as well as a future outlook. Virtual events will be described as new approaches within the tool event marketing. Part four provides the findings of this project and analyses the connection between marketing events and customer loyalty. The report is finalised by a conclusion in part five.Inhaltsverzeichnis:Table of Contents:LIST OF FIGURES4LIST OF APPENDICES5ABSTRACT6PART I: PREFACE91.1RESEARCH OBJECTIVES91.2REPORT STRUCTURE91.3METHODOLOGY101.3.1PART CUSTOMER LOYALTY121.3.2PART MARKETING EVENTS131.3.3PART CONCLUSIONS AND FINDINGS131.3.4LIMITATIONS OF RESEARCH15PART II: CUSTOMER LOYALTY172.1CUSTOMER SATISFACTION AND CUSTOMER LOYALTY182.2REASONS TO CREATE CUSTOMER LOYALTY AND SYNERGY EFFECTS212.3LOYALTY-CREATING FACTORS242.4APPRAISAL OF THE LOYALTY TOOLS27PART III: MARKETING EVENTS303.1DEFINITIO...
В. В. Ильин Страсти по ISO 9000. Грустно-комическая повесть о получении сертификата на систему качества В. В. Ильин Страсти по ISO 9000. Грустно-комическая повесть о получении сертификата на систему качества Новинка

В. В. Ильин Страсти по ISO 9000. Грустно-комическая повесть о получении сертификата на систему качества

249 руб.
Явление массового увлечения стандартами ISO 9000 по всему миру иногда называют ISO-манией. Очень правильный диагноз! Сертификация систем качества и консалтинг в этой области стали сегодня уже большим и самостоятельным видом бизнеса. Органы по сертификации систем качества заинтересованы в привлечении все большего и большего числа клиентов для получения все большей и большей прибыли! А с увеличением конкуренции увеличивается и рекламное давление, и пропаганда стандартов ISO 9000. Возрастающий поток рекламы дает нам понять, что сертификация системы качества является гарантией успеха и позволяет решить большинство проблем. Прочитав рассказанную в книге вымышленную историю, которая в реальности вполне могла произойти с любой компанией, вы увидите, что это совсем не так. Для руководителей всех уровней, а также студентов, аспирантов и преподавателей экономико-управленческих специальностей вузов.
Roberto Della Schiava Qualitatsmanagement in der Personalentwicklung Roberto Della Schiava Qualitatsmanagement in der Personalentwicklung Новинка

Roberto Della Schiava Qualitatsmanagement in der Personalentwicklung

4914 руб.
Inhaltsangabe:Inhaltsverzeichnis:Inhaltsverzeichnis:InhaltsverzeichnisABKÜRZUNGSVERZEICHNISABBILDUNGSVERZEICHNIS1.Einführung1.1Problemstellung1.2Gang der Arbeit2.Theoretische Einordnung der Personalentwicklung2.1Personalentwicklung: Begriffe und Definitionen2.2Das theoretische Optimum menschlicher Arbeitsleistungen2.3Instrumentelle Theorie der Personalentwicklung3.Personalentwicklung in der Praxis: Ein Qualitäts Problem?3.1Problemdruck der Praxis3.2Qualität: Von der Normenreihe ISO 9000 ff. zum Total Quality Management3.2.1Der Qualitätsbegriff3.2.2ISO 9000 ff. und Personalentwicklung3.2.3Inhalt der Normenreihe ISO 9000 ff. und Zertifizierung3.2.4Zur Kritik an der Normenreihe ISO 9000 ff.3.2.5Total Quality Management3.3Die Beiträge bestehender Instrumente und organisatorischer Ansätze zur Lösung des Qualitätsproblems3.3.1Personal-Controlling3.3.2Funktionale Gliederung oder Personalreferentenmodell3.3.3Personalentwicklung: Zentral, dezentral, virtuell3.3.4Profit- bzw. Wertschöpfungs-Center3.3.5Outsourcing4.Ein Modell für Qualitätsmanagement in der Personalentwicklung4.1Personalentwicklung als Dienstleistung: Bestimmung der wesentlichen Charakteristika4.1.1Eindimensionale Systematisierung4.1.2Immaterialität bzw. Intangibilität von Dienstleistungen4.1.3„uno-actu“-Prinzip und Integration des externen Faktors4.1.4Interaktionsorientierte Sicht von Dienstleistungen4.1.5Drei-Phasen-Betrachtung von Dienstleistungen4.1.6Langfristigkeit und Komplexität als Besonderheiten4.2Qualitätsmanag...
Verena Schirra Von der Implementierung zur Zertifizierung des Qualitatsmanagementsystems ISO 9000. 2000 Verena Schirra Von der Implementierung zur Zertifizierung des Qualitatsmanagementsystems ISO 9000. 2000 Новинка

Verena Schirra Von der Implementierung zur Zertifizierung des Qualitatsmanagementsystems ISO 9000. 2000

5914 руб.
Inhaltsangabe:Einleitung: Die vorliegende Arbeit hat sich zum Ziel gesetzt, den Prozess der Einführung und Zertifizierung eines Qualitätsmanagementsystems in einem mittelständischen Familienunternehmen zu schildern. Basis der Ausführungen ist ein prozessorientierter Ansatz, der mit der Revision der ISO 9000 ff. im Jahr 2000 zum Zertifizierungsstandard wurde. Zu Beginn soll dem Leser ein fundiertes theoretisches Wissen vermittelt werden, damit die Inhalte und Forderungen der Norm besser nachvollzogen und leichter umgesetzt werden können. Im Anschluss ist es notwendig, die Besonderheiten des betrachteten mittelständischen Familienunternehmens der Kfz-Branche zu erläutern, bevor auf die Implementierungsphase eingegangen werden kann. Ziel ist hier im Speziellen, unter Beachtung firmenspezifischer Gegebenheiten, das QMS erfolgreich einzuführen, d.h. jeden Mitarbeiter zu involvieren (motivieren) und die Voraussetzung dafür zu schaffen, dass das System gelebt werden kann. Angestrebt wird dabei, im Zuge einer erfolgreichen Implementierung, das QMS zu zertifizieren, um die erreichte Qualitätsstufe auch nach außen (z.B. mittels einer Urkunde) kommunizieren zu können. Probleme und schwierige Sachverhalte, die besonders KMU bei dem Versuch der Umsetzung der Normforderungen begegnen, sollen genannt und Lösungsmöglichkeiten geboten werden. Anhand von Pro- und Kontra-Argumenten können die bis dahin gewonnen Erkenntnisse über die ISO 9000 ff. gefestigt werden. Die Einführung eines QMS bietet...
Michael W. Lowenstein Employee Ambassadorship. Optimizing Customer-Centric Behavior from the Inside-Out and Outside-In Michael W. Lowenstein Employee Ambassadorship. Optimizing Customer-Centric Behavior from the Inside-Out and Outside-In Новинка

Michael W. Lowenstein Employee Ambassadorship. Optimizing Customer-Centric Behavior from the Inside-Out and Outside-In

4427 руб.
There have been a number of professional and academic studies, in multiple industries, linking employee attitudes and behaviors with the value customers perceive in their experiences. Through targeted research, and resultant training, communication, process, and reward and recognition programs, what we define as ambassadorship formalizes the direction in which employee engagement has been trending toward for years. Simply, the trend is optimizing employee commitment to the organization and its goals, to the company's unique value proposition, and to the customer. This is employee ambassadorship, a state beyond satisfaction and engagement where all employees are focused on, and tasked with, delivering customer value as part of their job description, irrespective of location, function or level. There is growing general agreement that both developing employee ambassadors and customer advocates should receive high priority and emphasis if an enterprise is going to be successful. What building ambassadorship does mandate, however, is that having employees focus on the customer will definitely drive more positive experiences and stronger loyalty behavior (for both stakeholder groups). Because antecedent approaches to employee engagement (through research and application) are principally about productivity and alignment, and offer an organization only modest insight about level or degree of customer-centricity, more connection between employee behavior and customer behavior buil...
Панасюк Василий Петрович Школа и качество. Выбор будущего Панасюк Василий Петрович Школа и качество. Выбор будущего Новинка

Панасюк Василий Петрович Школа и качество. Выбор будущего

120 руб.
Книга предназначена для руководителей и педагогов общеобразовательных школ, специалистов органов управления образованием. В ней изложены современные подходы к управлению качеством образования в школе, построению внутришкольных систем качества с использованием рекомендаций международных стандартов качества ISO серии 9000 : 2000, опыта инновационных работ в области качества образования. В книге также приведен ряд методик и процедур, предлагаемых для использования в ходе управления качеством образования.
Jeffrey Gitomer It's the Customer, Stupid!. 34 Wake-up Calls to Help You Stay Client-Focused Jeffrey Gitomer It's the Customer, Stupid!. 34 Wake-up Calls to Help You Stay Client-Focused Новинка

Jeffrey Gitomer It's the Customer, Stupid!. 34 Wake-up Calls to Help You Stay Client-Focused

1653.26 руб.
Ruthlessly focus on what's convenient for customers, not what's convenient for you Ninety percent of dissatisfied clients will take their business elsewhere and never tell you why. However, ninety-five percent will become loyal customers again if their needs and problems are addressed and remedied. Speaker and salesperson Michael Aun shares these secrets and many more in It's the Customer, Stupid!, a guide to growing any business by gaining new customers, and, more importantly, by keeping the ones you have happy and coming back for more. This fun-to-read book explains common myths about sales and customer satisfaction, starting with the fact that most businesses think they're customer-centric, but they just aren't. Get proven steps to REALLY put your customer at the center of what you do Distinguish your business from the competition by understanding the principle that good sales ARE good service Author received the Toastmasters «World Championship of Public Speaking» award and is also a full-time businessman practicing what he preaches daily It's the Customer, Stupid! reveals key actions that will shake up your business approach. Your customers will love you for them, and you'll love the effect on sales!
Dmitry Kudryashov Erstellung eines prozessorientierten Qualitatsmanagementhandbuches nach DIN EN ISO 9001. 2000 Dmitry Kudryashov Erstellung eines prozessorientierten Qualitatsmanagementhandbuches nach DIN EN ISO 9001. 2000 Новинка

Dmitry Kudryashov Erstellung eines prozessorientierten Qualitatsmanagementhandbuches nach DIN EN ISO 9001. 2000

6839 руб.
Das vorliegende Buch befasst sich mit der Erstellung eines prozessorientierten QM-Handbuches am Beispiel eines mittelständischen Dienstleistungsunternehmens. Die Studie entstand in Zusammenarbeit mit einem mittelständischen Zulieferer der Automobilindustrie.Zu Beginn werden die theoretischen Grundlagen der Qualitätslehre und des Qualitätsmanagements sowie der neuen ISO 9000 ff. - Normenfamilie vorgestellt. Dabei werden die Begriffe wie „Qualität", „QM-System" sowie „prozessorientierter Ansatz" erläutert.Das zweite Kapitel beschreibt die Ist-Situation in der SS-RW GmbH . Hier wird der Aufbau des alten nach DIN EN ISO 9001:1994 und des neuen nach DIN EN ISO 9001:2000 erstellten QM-Handbuches dargestellt. Auf den Aufbau und Inhalt des QM-Handbuches nach DIN EN ISO 9001:2000 wird detaillierter eingegangen, da die Erstellung des QM-Handbuches nach dieser Norm das Hauptthema dieses Buches ist.Das dritte Kapitel stellt die Handlungsempfehlungen zur Verbesserung des QM-Systems in der SS-RW GmbH vor.Eine kurze Zusammenfassung schließt das Buch ab.
V. Kumar Statistical Methods in Customer Relationship Management V. Kumar Statistical Methods in Customer Relationship Management Новинка

V. Kumar Statistical Methods in Customer Relationship Management

7976.1 руб.
Statistical Methods in Customer Relationship Management focuses on the quantitative and modeling aspects of customer management strategies that lead to future firm profitability, with emphasis on developing an understanding of Customer Relationship Management (CRM) models as the guiding concept for profitable customer management. To understand and explore the functioning of CRM models, this book traces the management strategies throughout a customer’s tenure with a firm. Furthermore, the book explores in detail CRM models for customer acquisition, customer retention, customer acquisition and retention, customer churn, and customer win back. Statistical Methods in Customer Relationship Management: Provides an overview of a CRM system, introducing key concepts and metrics needed to understand and implement these models. Focuses on five CRM models: customer acquisition, customer retention, customer churn, and customer win back with supporting case studies. Explores each model in detail, from investigating the need for CRM models to looking at the future of the models. Presents models and concepts that span across the introductory, advanced, and specialist levels. Academics and practitioners involved in the area of CRM as well as instructors of applied statistics and quantitative marketing courses will benefit from this book.
Emiru Dirbaba The impact of integrated budget and expenditure system software implementation on costumer and end user satisfaction Emiru Dirbaba The impact of integrated budget and expenditure system software implementation on costumer and end user satisfaction Новинка

Emiru Dirbaba The impact of integrated budget and expenditure system software implementation on costumer and end user satisfaction

2927 руб.
Master's Thesis from the year 2014 in the subject Business economics - Business Management, Corporate Governance, grade: A, Wollega University (East Wollega Zone Finace and Economic Development Office), language: English, abstract: The aim of this thesis is to assess the impact of Integrated Budget and Expenditure system software implementation on customer and end user satisfaction. The study was conducted to evaluate the improvement made by implementing IBEX system and challenges that face the functionality of the IBEX system. In addition, the study tests the relationship between independent variables such as waiting time, cost saving, data accuracy and budget transparency and the dependent variables, customer and end user satisfaction.To achieve the objectives of the study, descriptive and explanatory type of research design was used through the sampling technique, purposive and stratified random sampling. Data was collected through questionnaires from 228 employees of East Wollega zone sectors and 37 end user of the IBEX system. In addition, focus group discussion was used among 37 end users of the IBEX system to gather related data. The data collected from the respondents were analyzed using statistical tools via reliability method, descriptive statistics and Spearman's correlation. The finding shows that the independent variables data accuracy, budget transparency and cost saving are positively related with customer and end user satisfaction, while waiting time i...
Jeff Sauro Customer Analytics For Dummies Jeff Sauro Customer Analytics For Dummies Новинка

Jeff Sauro Customer Analytics For Dummies

1987.23 руб.
The easy way to grasp customer analytics Ensuring your customers are having positive experiences with your company at all levels, including initial brand awareness and loyalty, is crucial to the success of your business. Customer Analytics For Dummies shows you how to measure each stage of the customer journey and use the right analytics to understand customer behavior and make key business decisions. Customer Analytics For Dummies gets you up to speed on what you should be testing. You'll also find current information on how to leverage A/B testing, social media's role in the post-purchasing analytics, usability metrics, prediction and statistics, and much more to effectively manage the customer experience. Written by a highly visible expert in the area of customer analytics, this guide will have you up and running on putting customer analytics into practice at your own business in no time. Shows you what to measure, how to measure, and ways to interpret the data Provides real-world customer analytics examples from companies such as Wikipedia, PayPal, and Walmart Explains how to use customer analytics to make smarter business decisions that generate more loyal customers Offers easy-to-digest information on understanding each stage of the customer journey Whether you're part of a Customer Engagement team or a product, marketing, or design professional looking to get a leg up, Customer Analytics For Dummies has you covered.
Karen Fredricks S. SugarCRM For Dummies Karen Fredricks S. SugarCRM For Dummies Новинка

Karen Fredricks S. SugarCRM For Dummies

2782.38 руб.
SugarCRM is an innovative customer relationship management software solution that enhances your company’s marketing effectiveness, drives sales performance, improves customer satisfaction, and provides executive insight into business performance. SugarCRM For Dummies will show you to take advantage of this free, open source CRM application to boost your sales and please your customers. This guide helps you choose the flavor of Sugar you need, acquire and deploy it, set up accounts and contacts, and organize your day. You’ll first learn how to install SugarCRM, customize user preferences, create databases, and import contacts from other software. Next, you’ll discover how to extend SugarCRM’s capabilities to meet needs unique to your business. You’ll also find out how to: Schedule appointments, link them to records and notes, and organize your sales opportunities Build campaigns, track their success, and grow your contact list with Web-to-lead forms Manage customer issues and forums to exterminate software bugs Send e-newsletters and automate customer e-mail communication with templates Take advantage of a complete recipe book for SugarCRM administrators Improve sales performance with SugarCRM Provide great service to your customers Develop searchable libraries and FAQs Create and share documents SugarCRM For Dummies will get you quickly up to speed on this customer relationship management software so you can enhance your business. Note: CD-ROM/DVD and other supplementary materials are not included as part of eBook file.
Klaus Schöfer Customer Evaluations of Service Failure and Recovery Encounters Klaus Schöfer Customer Evaluations of Service Failure and Recovery Encounters Новинка

Klaus Schöfer Customer Evaluations of Service Failure and Recovery Encounters

4264 руб.
Doctoral Thesis / Dissertation from the year 2002 in the subject Business economics - Marketing, Corporate Communication, CRM, Market Research, Social Media, grade: 1.3, University of Nottingham, language: English, abstract: Although there is a substantial literature on customer (dis)satisfaction and complaining behaviour, relatively little progress has been made in developing a theoretical understanding of how consumer evaluate a company’s response to service failure and ... Die Arbeit erhielt den ITB Wissenschaftspreis 2004
Harald Steffen Einfuhrung und Validierung einer datenbankgestutzten Qualitatsmanagement-Dokumentation in einem mittelstandischen Unternehmen der Medizintechnik Harald Steffen Einfuhrung und Validierung einer datenbankgestutzten Qualitatsmanagement-Dokumentation in einem mittelstandischen Unternehmen der Medizintechnik Новинка

Harald Steffen Einfuhrung und Validierung einer datenbankgestutzten Qualitatsmanagement-Dokumentation in einem mittelstandischen Unternehmen der Medizintechnik

5952 руб.
Inhaltsangabe:Einleitung: Im Zuge der Globalisierung der Märkte hat das Qualitätsmanagement (QM) in den letzten Jahren zunehmend an Bedeutung gewonnen. Global operierende Unternehmen sind ohne Zertifizierung nach den gültigen ISO Normenreihen DIN EN ISO 9001:2000 heute kaum mehr wettbewerbsfähig, da die Zertifizierung von Kunden und Lieferanten immer häufiger als Qualitätslabel nachgefragt wird. Ab einer bestimmten Größe des Unternehmens wird dies geradezu vorausgesetzt; sogar in kleineren und mittleren Unternehmen (KMU) wird immer häufiger an eine Zertifizierung gedacht. Qualitätsmanagement (QM) ist eigentlich etwas Selbstverständliches. Die meisten erfolgreichen Unternehmen haben ein QM, oft, ohne es zu wissen oder es zu kennen. Im Rahmen einer Diplomarbeit wurde im Auftrag des Normenausschusses Qualitätsmanagement (NQSC) in Berlin eine Erhebung von Anwendungserfahrungen durchgeführt. Auf die Frage: „Ist eine Zertifizierung nach DIN EN ISO 9001:2000 ein Maßstab für die Auswahl Ihrer Lieferanten?“ antworteten 61% mit „Ja“. Zertifizieren bedeutet „Jemandem etwas versichern“ (lat.: alicui certum facere). Dies setzt eine genaue und vollständige Dokumentation aller relevanten Fertigungsprozesse, die sich im Idealfall möglichst nah an der optimalen Wertschöpfungskette bewegen, voraus. Der Dokumentationsnutzen wird in der DIN EN ISO 9000:2000 deutlich definiert: „Die Dokumentation ermöglicht die Vermittlung der Absichten und die Konsistenz von Maßnahmen, das Erstellen der Dokument...
Susann Giuffredi Din En ISO 9001. 2000 Verstehen. Qualitatsmanagement Im Dienstleistungsunternehmen Und Die Umsetzung Der Norm Din En ISO 9001:2000 Mitt Susann Giuffredi Din En ISO 9001. 2000 Verstehen. Qualitatsmanagement Im Dienstleistungsunternehmen Und Die Umsetzung Der Norm Din En ISO 9001:2000 Mitt Новинка

Susann Giuffredi Din En ISO 9001. 2000 Verstehen. Qualitatsmanagement Im Dienstleistungsunternehmen Und Die Umsetzung Der Norm Din En ISO 9001:2000 Mitt

3989 руб.
Wenn Sie sich Fragen, 'Was ist eigentlich die DIN EN ISO 9001:2000? Was genau bedeutet Qualitätsmanagement?', gibt Ihnen dieses Buch Antworten. Es erklärt nicht nur Begriffe um die Norm und die Geschichte, es zeigt Ihnen auch einen Weg wie die Umsetzung von der Theorie in die Praxis erfolgen kann.Anhand eines Dienstleistungsunternehmens wird die Einführung der ISO geplant und durchgeführt. Welche Konsequenzen das haben wird auf die Kundenzufriedenheit, den Wettbewerb oder was dadurch verbessert werden kann... lesen sie selbst!
Phillip Käser Total Quality Management for Micro-businesses in the Manufacturing Industry Phillip Käser Total Quality Management for Micro-businesses in the Manufacturing Industry Новинка

Phillip Käser Total Quality Management for Micro-businesses in the Manufacturing Industry

4727 руб.
Diploma Thesis from the year 2008 in the subject Engineering - Industrial Engineering and Management, grade: 1,7, Technical University of Berlin (Wirtschaft und Management), course: Technologie- und Innovationsmanagement, language: English, abstract: Purpose Quality management models such as ISO 9001:2000 or excellence awards serve as quality guides for large and medium-sized organizations. There is nothing similar in the field for micro-businesses, i.e. businesses up to 20 employees. This thesis aims to lay down the foundation for a large-scale field study. The study shall unveil which areas of a company are essential to be addressed by a basic Quality Management System in order to optimize competitiveness, customer satisfaction and business results. The desired result of the study is to be able to make recommendations for an ideal total Quality Management System for micro-businesses in the manu-facturing industry.Design/Methodology/Approach Based on an extensive literature review on quality management in small businesses and micro-businesses, criteria of quality awards and TQM practices in general, a framework was developed, called "Micro TQM for Micro-businesses Framework" - similar to those of famous quality awards, such as the MBNQA or the EFQM Award . Supported by experts from Stevens Institute of Tech-nology (Hoboken, NJ), industry associations, and the Brooklyn Chamber of Commerce, a questionnaire was developed for a subsequent field study. Findings First of a...
Stefan Schad ISO 9000 im Gesundheitswesen Stefan Schad ISO 9000 im Gesundheitswesen Новинка

Stefan Schad ISO 9000 im Gesundheitswesen

5264 руб.
Magisterarbeit aus dem Jahr 2010 im Fachbereich Soziologie - Wirtschaft und Industrie, Note: 1,7, Johannes Gutenberg-Universität Mainz (Soziologie), Sprache: Deutsch, Abstract: „Sollte es zutreffen, dass das 21. Jahrhundert zum Jahrhundert der Qualitätwird - im Gegensatz zum 20. Jahrhundert, als dem der Produktivität - , dann giltes vor allem die existenzsichernden Möglichkeiten eines (modernen)Qualitätsmanagements für den internationalen Wettbewerb auszubauen"(Pfundtner 2001 nach Zollondz 2002, S. 189).Kein Zweifel: Qualität und Qualitätsmanagementsysteme sind aus den Gesellschaftendieses Jahrhunderts und den dort anzutreffenden Organisationslandschaften nicht mehrwegzudenken. Von den mehr als 18.000 Standards, welche die InternationalOrganization for Standardization (ISO) für nahezu alle Wirtschafts- undTechnologiebereiche definiert hat, haben sich die Normen der ISO 9000er Reihe amweitesten verbreitet und den höchsten Bekanntheitsgrad erreicht. Mit Stand von EndeDezember 2008 sind mit einem Absatzplus von drei Prozentpunkten - der Krise zumTrotz - nahezu 983.000 ISO 9000 Zertifikate in 176 Nationen vergeben, welche einerOrganisation die erfolgreiche Implementierung eines Qualitätsmanagementsystems nachdem Vorbild der ISO 9000 beurkunden (vgl. www.dqs.de 2009).Von einer Verwendung der Norm versprechen sich die Akteure diverse positive Effekte.Mithin stehen ökonomische Zielgrößen wie Effizienzerhöhungen, Prozessverbesserungen,Kostenreduktion, Fehlervermeidung sowie die E...
Manuel Seybold Qualitatsmanagement Im Fitnessstudio. Einfuhrung Der ISO 9001:2000 Norm Manuel Seybold Qualitatsmanagement Im Fitnessstudio. Einfuhrung Der ISO 9001:2000 Norm Новинка

Manuel Seybold Qualitatsmanagement Im Fitnessstudio. Einfuhrung Der ISO 9001:2000 Norm

3964 руб.
Vor ungefähr 12 Jahren entwickelten die ersten Unternehmen ein Qualitätsmanagement - es etablierte sich ein regelrechter Modetrend.Das erste Qualitätsmanagementsystem, mit dem sich die großen Unternehmen zertifizieren ließen, war die Norm ISO 9001. Daraufhin folgten auch Klein- und Mittelbetriebe dieser Entwicklung.Aus den gewonnen Erkenntnissen des Qualitätsmanagements, unterzog man im Jahre 2000 die Norm ISO 9001 einer Revision durch die International Organization of Standardization (ISO). Durch diese Verbesserungs- und Anpassungsmaßnahmen wurde der Zugang zu einem Qualitätsmanagement vor allem im Dienstleitungsbereich erleichtert.Die einschlägige Literatur beschäftigt sich hauptsächlich mit der Einführung und Umsetzung eines Qualitätsmanagement. Der Autor zeigt die Erkenntnisse nach einem Jahrzehnt "Qualitätsnorm ISO 9001" auf und beleuchtet die praktischen Erfahrungen bei der Einführung eines Qualitätsmanagement in einem Fitnessstudio. Primäres Ziel dieses Buches ist es zudem, darzustellen, ob es sich betriebswirtschaftlich lohnt, ein Qualitätsmanagement in der Fitnessbranche einzuführen.
Kelly Clarkson Problems and Usage of PFP for informal Workers in China Kelly Clarkson Problems and Usage of PFP for informal Workers in China Новинка

Kelly Clarkson Problems and Usage of PFP for informal Workers in China

2614 руб.
Bachelor Thesis from the year 2011 in the subject Business economics - Business Management, Corporate Governance, grade: B, University of Cambridge, language: English, abstract: Pay for performance, is a motivational aspect in human resource management in that the hired workers receive increased benefits for their work output if the team they belong to, department or group reaches certain set targets by the organization they are affiliated with. According to Conyon and Murphy, (2000) and Bebchuk and Fried, (2006), pay depends on performance of an employee in relation to the threshold set as measurement. Pay for performance has different categories and they include the following : Competence based payment rewards and training links directly with competency platforms, measured upon on the employee demonstrating specified qualifications like: identifying, analyzing and solving problems, taking responsibility and making critical decisions concerning job description, leadership qualities traits that are relevant to the job, customer satisfaction i.e. good interpersonal skills , dealing with conflicting views and means of resolving them or having certain qualifications. Profits resulting to payments of bonuses or being given shares according to organization performance in their set financial years; this is common and well embraced in the private sector, in which share options as a means of reward are offered to senior managers or top performers based upon organization criteria. Pro...

кешбака
Страницы:


Boost profits, margins, and customer loyalty with more effective CRM strategy Managing Customer Experience and Relationships, Third Edition positions the customer as central to long-term strategy, and provides essential guidance toward optimizing that relationship for the long haul. By gaining a deep understanding of this critical dynamic, you'll become better able to build and manage the customer base that drives revenue and generates higher margins. A practical framework for implementing the IDIC model merges theory, case studies, and strategic analysis to provide a ready blueprint for execution, and in-depth discussion of communication, metrics, analytics, and more allows you to optimize the relationship on both sides of the table. This new third edition includes updated examples, case studies, and references, alongside insightful contributions from global industry leaders to give you a well-rounded, broadly-applicable knowledge base and a more effective CRM strategy. Ancillary materials include a sample syllabus, PowerPoints, chapter questions, and a test bank, facilitating use in any classroom or training session. The increased reliance on customer relationship management has revealed a strong need for knowledgeable practitioners who can deploy effective initiatives. This book provides a robust foundation in CRM principles and practices, to help any business achieve higher customer satisfaction. Understand the fundamental principles of the customer relationship Implement the IDIC model to improve CRM ROI Identify essential metrics for CRM evaluation and optimization Increase customer loyalty to drive profits and boost margins Sustainable success comes from the customer. If your company is to meet performance and profitability goals, effective customer relationship management is the biggest weapon in your arsenal—but it must be used appropriately. Managing Customer Experience and Relationships, Third Edition provides the information, practical framework, and expert insight you need to implement winning CRM strategy.
Продажа customer satisfaction measurement for iso 9000 2000 лучших цены всего мира
Посредством этого сайта магазина - каталога товаров мы очень легко осуществляем продажу customer satisfaction measurement for iso 9000 2000 у одного из интернет-магазинов проверенных фирм. Определитесь с вашими предпочтениями один интернет-магазин, с лучшей ценой продукта. Прочитав рекомендации по продаже customer satisfaction measurement for iso 9000 2000 легко охарактеризовать производителя как превосходную и доступную фирму.