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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.
Elements of Operations Management 1. Planning This is the setting of appropriate courses of action to achieve the systems objectives. 2. Organising This is the
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What is operations strategy? Operations strategy: According to Slack and Lewis the definition operations strategy: The total pattern of decisions that shape the long
Major operations management processes Processes Outputs Operations strategy
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