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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.
In terms of developing a project plan, specifically recommend how this resource could expedite that process.
Ask question #Mi.. Explain how the consideration of environmental assesments AND ORGANISATION position provide a modeling framework for strategic planning of operations.
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Operations applications are least prominent for distributors, wholesales, manufacturers or retailers?
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Hard Change Initiatives - Linking Strategic 1. Total quality management (TQM)/ISO 9000 2. Enterprise resource planning (ERP)/material requirements planning; manufacturing
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