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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.
Supply Process Improvements examine the steps of the supply process in Chapter 4 of the text and identify a project where improvements could be made in one or more of the steps.
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Strategy and Standards Please respond to the following: •Discuss the factors that should be considered when developing a consistent IM / IT strategy. Explain your rationale. •Analy
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