Understanding and improving of operational processes

Content type

User Generated

Type

Study Guide

Uploaded By

Nffvtazragrkcreg96

Pages

Rating

ABSTRACT

The concept of service quality which represents the services provided to the actual customers or

consumers of the organization.

Service quality is a measure of how well a delivered service matches the customers’

expectations. Generally the customer is requesting a service at the service interface where the

service encounter is being realized, and then the service is being provided by the provider and in

the same time delivered to or consumed by the customer.

The study is based on the services provided by an organization. The study is about what kind of

services an organization provides to its internal and external customer for customer satisfaction.

So, that they may retain long term relationship with their customers.

The main reason to focus on quality is to meet customer needs while remaining economically

competitive in the same time. This means satisfying customer needs is very important for the

enterprises to survive. The outcome of using quality practices is:

 Understanding and improving of operational processes

 Identifying problems quickly and systematically

 Establishing valid and reliable service performance measures

 Measuring customer satisfaction and other performance outcomes

In this study we are using both the primary and the secondary data. Here primary data is

used to collect information from the respondents and secondary data to get basic information like

company profile, industry profile and review of literature.

TABLE OF CONTENTS

CHAPTER

CHAPTERS PAGE NO

ACKNOWLEDGEMENT

ABSTRACT

I 1.1 INTRODUCTION

1.1.1 INDUSTRY PROFILE

1.1.2 COMPANY PROFILE

1.1.3 NEED FOR THE STUDY

1.1.4 OBJECTIVES

1.1.5 SCOPE OF THE STUDY

II 2.1 LITERATURE SURVEY

2.1.1 REVIEW OF LITERATURE

III 3.1 METHODOLOGY

3.1.1 RESEARCH DESIGN

3.1.2 DATA SOURCES

3.1.3 RESEARCH INSTRUMENTS

3.1.4 ANALYTICAL TOOLS

3.1.5 LIMITATIONS

IV 4.1 DATA ANALYSIS AND INTERPRETATION

4.1 TABLES

4.2 CHARTS

4.3 STATISTICAL TOOLS

V CONCLUSION

5.1 FINDINGS

5.2 SUGGESTIONS

5.3 CONCLUSION

APPENDIX

QUESTIONNAIRE

BIBLIOGRAPHY

End of Preview - Want to read all 39 pages?

Access Now

Unformatted Attachment Preview

ABSTRACT The concept of service quality which represents the services provided to the actual customers or consumers of the organization. Service quality is a measure of how well a delivered service matches the customers' expectations. Generally the customer is requesting a service at the service interface where the service encounter is being realized, and then the service is being provided by the provider and in the same time delivered to or consumed by the customer. The study is based on the services provided by an organization. The study is about what kind of services an organization provides to its internal and external customer for customer satisfaction. So, that they may retain long term relationship with their customers. The main reason to focus on quality is to meet customer needs while remaining economically competitive in the same time.?This means satisfying customer needs is very important for the enterprises to survive. The outcome of using quality practices is: Understanding and improving of operational processes Identifying problems quickly and systematically Establishing valid and reliable service performance measures Measuring customer satisfaction and other performance outcomes In this study we are using both the primary and the secondary data. Here primary data is used to collect information from the respondents and secondary data to get basic information like company profile, industry profile and review of literature. TABLE OF CONTENTS CHAPTER NO CHA ...
Purchase document to see full attachment