M.Tech. / This study deals with the measurement of customer service quality in an industrial environment. The concept was to measure service quality and then develop a competitive strategy based on this. The mechanism used is the SERVQUAL model. Subsequently reengineering aspects of customer service based on the findings is proposed as a competitive advantage. The study is diagnostic in nature offering insights on the application of a well researched service quality model in an industrial environment. The study was undertaken due to the necessity and position that the research organisation found itself in. Critical factors, that shaped the business environment contributed to the choice of the research. These being : Change Customers Competitors Michael E. Porter shows, in his book Competitive Advantag, creating and sustaining superior performance, that two competitive advantages can be accessed by most organisations, these being cost leadership and differentiation. Adding to this three generic strategies enable competitive advantage(s) through : Cost leadership (low cost production) Differentiation Focus. Based on the above the first and the last strategy, cost leadership and focus respectively, was not feasible for the organisation. The first strategy failed the sustainability hurdle while the last strategy was not entirely applicable. The answer emanated in differentiating from competitors. It was decided to differentiate on customer service. Research was conducted through questionnaires derived from the SERVQUAL model. The original customer questionnaire was modified to suit the research context, an industrial environment. Primary data was gathered via face to face interviews from a sample of 70 customers and 30 employees inclusive of management. Subsequently data was analysed by the SPSS statistical package. Findings are discussed, supported by tables and figures. The conclusions of this study shows that : o The SERVQUAL model is valid and reliable in an industrial environment. o The customer service as it exists is deficient substantiated by negative SERVQUAL gaps. A reengineering intervention can be applied to specific areas based on the findings. The competitive advantage aspect of reengineering customer service in future using the present gaps asbenchmarks

published_or_final_version / Business Administration / Master / Master of Business Administration

No description available.

Abstract not available. / Thesis (MBA)-University of Natal, Durban, 2003.

This dissertation is based on the assumption that the Port Elizabeth Municipality should deliver essential services effectively, efficiently and economically so as to attain excellence in service delivery. The essential services dealt with in this study are electricity; refuse collection; sewerage; and water services. Attaining excellence in service delivery will lead the Port Elizabeth Municipality to improve and sustain the quality of life of the local inhabitants. The primary objectives of this dissertation include, inter alia: An historical analysis of delivery systems of the former government prior to 1994, which provides the primary reasons and purposes of delivery systems, and the effects on the Port Elizabeth Municipality. Reformation and transformation of South African local government since 1994, with particular reference to the Port Elizabeth Municipality. A normative model for service delivery, which is designed to accelerate service delivery in the local spheres of government, with special reference to the Port Elizabeth Municipality as the locus of this study. The nature, extent and evaluation of the existing service delivery by the Port Elizabeth Municipality from 1994 to 1999. An empirical survey is conducted in the form of questionnaires to the directors, heads of departments, senior managers, as well as councillors. Approaches and strategies for attaining excellence in service delivery, which include, inter alia: a government-business paradigm and an equilibrium approach. Lastly, a number of recommendations are made and conclusions are drawn based on the findings of the empirical survey in order to deliver essential services equitably, efficiently, effectively and economically to attain excellence in service delivery in the Port Elizabeth Municipality.

Thesis (Ph. D.)--West Virginia University, 2009. / Title from document title page. Document formatted into pages; contains viii, 116 p. : ill. (some col.). Includes abstract. Includes bibliographical references (p. 75-87).

A sustentabilidade das facilidades construídas é premissa para o desenvolvimento sustentável global. Sendo assim, esta tese pretende reconhecer quais seriam os novos aspectos do gerenciamento de facilidades a serem desenvolvidos para garantir a perenidade e a evolução do desempenho dos edifícios em uso. O modelo de gerenciamento da sustentabilidade de facilidades construídas proposto nesta tese é elaborado a partir da caracterização das atividades normalmente realizadas pelos gerentes de facilidades dos edifícios, agente relativamente novo no contexto imobiliário, mas que já tem demonstrado sua importância em termos de redução de custos operacionais e valorização imobiliária. Os modelos de avaliação e certificação de edifícios e os sistemas de gestão ambiental também auxiliam na elaboração deste modelo de gerenciamento, uma vez que apresentam requisitos e ferramentas relevantes para as questões de desempenho ambiental e gerencial dos edifícios. Assim, fundamentado no conceito de gestão para o desempenho, o modelo proposto por esta tese indica diretrizes de gerenciamento e sugere requisitos para a avaliação do desempenho dos edifícios em uso nas suas diversas tipologias. A intenção é apresentar uma forma concreta de inserir objetivos de sustentabilidade na rotina diária dos gerentes de facilidades, por meio de uma sistemática de gestão e da identificação dos parâmetros essenciais a serem controlados. / The facilities sustainability is a premise for a global sustainable development. Therefore, this thesis aims to recognize what are the new aspects of facilities management to be developed to ensure existing buildings performance and its evolution along time. The model presented in this thesis for the management of facilities sustainability is drawn from the characterization of the activities usually performed by the facilities managers, which is a quite new staff member in the real estate market, but that already has demonstrated its importance in terms of reducing operating costs and value appreciation. The buildings evaluation and certification models and the environmental management systems also help in preparing this management model, as they present requirements and relevant tools to the issues of environmental performance and buildings management. Thus, based on the concept of management performance, the model proposed by this thesis suggests management guidelines and some requirements for assessing the performance of existing buildings in all kinds of typologies. The goal is to provide a concrete way to insert sustainability issues in the daily routine of facilities managers through a systematic management and a key parameters control.

Thesis (Ph. D.)--University of Missouri-Columbia, 2008. / The entire dissertation/thesis text is included in the research.pdf file; the official abstract appears in the short.pdf file (which also appears in the research.pdf); a non-technical general description, or public abstract, appears in the public.pdf file. Vita. "August 2008" Includes bibliographical references.

Thesis (Ph.D.)--University of Calgary (Canada), 2008. / Includes bibliographical references.

A sustentabilidade das facilidades construídas é premissa para o desenvolvimento sustentável global. Sendo assim, esta tese pretende reconhecer quais seriam os novos aspectos do gerenciamento de facilidades a serem desenvolvidos para garantir a perenidade e a evolução do desempenho dos edifícios em uso. O modelo de gerenciamento da sustentabilidade de facilidades construídas proposto nesta tese é elaborado a partir da caracterização das atividades normalmente realizadas pelos gerentes de facilidades dos edifícios, agente relativamente novo no contexto imobiliário, mas que já tem demonstrado sua importância em termos de redução de custos operacionais e valorização imobiliária. Os modelos de avaliação e certificação de edifícios e os sistemas de gestão ambiental também auxiliam na elaboração deste modelo de gerenciamento, uma vez que apresentam requisitos e ferramentas relevantes para as questões de desempenho ambiental e gerencial dos edifícios. Assim, fundamentado no conceito de gestão para o desempenho, o modelo proposto por esta tese indica diretrizes de gerenciamento e sugere requisitos para a avaliação do desempenho dos edifícios em uso nas suas diversas tipologias. A intenção é apresentar uma forma concreta de inserir objetivos de sustentabilidade na rotina diária dos gerentes de facilidades, por meio de uma sistemática de gestão e da identificação dos parâmetros essenciais a serem controlados. / The facilities sustainability is a premise for a global sustainable development. Therefore, this thesis aims to recognize what are the new aspects of facilities management to be developed to ensure existing buildings performance and its evolution along time. The model presented in this thesis for the management of facilities sustainability is drawn from the characterization of the activities usually performed by the facilities managers, which is a quite new staff member in the real estate market, but that already has demonstrated its importance in terms of reducing operating costs and value appreciation. The buildings evaluation and certification models and the environmental management systems also help in preparing this management model, as they present requirements and relevant tools to the issues of environmental performance and buildings management. Thus, based on the concept of management performance, the model proposed by this thesis suggests management guidelines and some requirements for assessing the performance of existing buildings in all kinds of typologies. The goal is to provide a concrete way to insert sustainability issues in the daily routine of facilities managers through a systematic management and a key parameters control.