Thesis (M.B.A.)--Carleton University, 2001. / Includes bibliographical references (p. 110-114). Also available in electronic format on the Internet.

I decided to write this master thesis in relation with my work experience at CSC within the service desk. Working at the service desk is a very complete mission that has to be well understood from analysts in order to reach high performance and thus satisfy users. Because it is the goal of CSC, satisfying customers, I decided to focus on this principle and with the results of my research and work experiences I would like to bring in this thesis some findings and recommendations I came up with in order to optimize the service desk quality and to improve the customer satisfaction. In the first chapter, I will mainly describe the work of an analyst at the service desk, and I will define the incident management process. It will help understanding how a service desk works. The incident management process is monitored by many metrics. Some of these metrics are documented and some of them are not and their impacts are different. We will see on what we should focus our efforts. We will see in the second chapter the impacts of these metrics on performance. Measuring the performance of the service desk is important in order to be aware of what should be improved to reach the highest standard of services provided. We will see in the end of this chapter that the most important performance indicator is the customer satisfaction. From this fact, I will bring some findings from seven months of experience within the service desk in order to improve the quality of the services and the customer satisfactions. I will focus on what can be implemented from the service desk analysts not from the management. I will also focus on the effects of the steps already taken to improve customer satisfaction.

Thesis (PhD (Business Management))--University of Stellenbosch, 2010. / Customer Relationship Management (CRM) is not a new topic, but the advent of technology based CRM solutions has enabled companies to deal better on an individual level and more efficiently with their large customer base. Seeing the benefits of this competitive advantage many companies have implemented a CRM solution but with the result that many of them have failed to be successful. The problem is that these companies often do not know why they were not successful and other companies will make the same mistakes if these failures are not recognized. There is a great deal of literature and research analysing this phenomenon but they all focus mainly on detailed CRM issues and how they could be performed better. They do not take into account that CRM is a complex topic and that many reasons for failure interact with each other. Based on the need of many companies to implement CRM, the goal of this research is to provide a CRM insight perspective and a strategy to implement CRM more successfully. In contrast to existing CRM research, this study investigates twenty-one reasons for CRM failure in three knowledge areas and explains why each one could threaten the success of a CRM implementation. The first area determines the danger of every risk based on the likelihood of appearance and its potential to fail the complete CRM solution. The second area identifies when these risks are most likely to appear for the first time during a CRM project life cycle. The third area examines all relationships between the twenty-one CRM risks and how they influence each other. It is concluded that every CRM implementation approach will fail to be successful when problems are only addressed once they become visible. It is not possible to solve every CRM problem at the moment it appears. Many issues during the implementation of CRM have to be met before they become a problem because they influence each other and lead to barriers that could result in a complete CRM failure. Based on this perception and the research findings, which included 106 of the top 500 companies worldwide, this study develops a CRM strategy framework including a systemic CRM perspective for businesses.

In order to gain more profit and be superior to others in an environment full of intense competitions, enterprises nowadays not only have to maintain the original product quality, price, and sale passageways but also need to enhance the service quality, in an attempt to increase customers¡¦ satisfaction degree and faithfulness degree. According to the newly published ISO 9001: 2000 Customer Satisfaction Management Structure, the priority in the operating system of quality management has become customers. As a result, one of a manager¡¦s responsibilities now includes emphasizing customers¡¦ relationship management and utilizing operating strategies, which customers are satisfied. The research, which consists of China Steel Chemical Corporation¡¦s new version of ISO 9001: 2000 Customer Satisfaction Management Structure, results from the collected references and information regarding customers¡¦ satisfaction degree, along with customers¡¦ opinions obtained from thorough meetings. It analyzes certain key factors affecting customers¡¦ satisfaction degree. The research-investigating subject is all the customers, who have purchased or used the products and enjoyed the service of China Steel Chemical Corporation during the time period from April 1st, 2002 to March 31st, 2003. Survey questionnaires are also examined to measure the customers¡¦ satisfaction level, so as to evaluate the entire quality of a series of coal tar products. In the meanwhile, in order to assist China Steel Chemical Corporation to meet the standards of ISO 9001: 2000 Customer Satisfaction Management Structure, procedures, which are deliberately used for estimating the customers¡¦ satisfaction degree index, are also established. The study eventually analyzes the relationship between the total quality of the coal tar products and the customers¡¦ satisfaction degree and the correlation between the customers¡¦ satisfaction degree and faithfulness degree. Following the construction of a scale measurement, the research discovers that the entire quality of the coal tar industry products is composed of the service quality and the original product quality, which includes products, sales, prices, communications, and product deliveries. Accordingly, the higher the entire quality of the products is, the higher the customers¡¦ satisfaction degree becomes. Moreover, the study also finds out that the higher customers¡¦ satisfaction degree significantly indicates the higher customers¡¦ faithfulness degree, for the customers will be more willing to purchase the products again as well as recommend others to buy the products. In addition, after developing the procedures to assess the product quality of the coal tar industry from a variety of aspects, the research reveals that by simply consulting the handy evaluation procedures, a manager will be able to come up with other suitable ways to resolve the customers¡¦ complaints as well as improve the product and service quality. The established system that combines information of the product quality and the customers¡¦ satisfaction degree, can effectively and completely reflect the customers¡¦ feedbacks. Thus, it indeed provides enterprises with valuable references in the process of improving the entire product quality efficiently. ¡iKey Words¡j: coal tar, customers¡¦ satisfaction degree, Customer Satisfaction Management Structure, service quality, customers¡¦ faithfulness degree

M.Phil. (Engineering Management) / For over a decade, customer satisfaction has received increasing attention in marketing. Customer satisfaction is related to loyalty, which in tum is linked to increased profitability, market share, growth, and decreased costs.8 During the 1980s, Japanese firms won major market shares with their product quality and speed. As most leading western companies caught up with their Japanese competitors on quality, most Japanese firms were focusing on a new strategy to meet and exceed changing customer expectations in the 1990s.1 To produce loyalty to an organization became one of the most popular marketing trends of the last decade.1·32 However, customers remain loyal only as long as they are completely satisfied with the quality of the service or product provided? Research results show that it costs five to seven times more to recruit a new customer than it does to retain one." Numerous research studies have shown that the average customer who is happy with a product and a service tells at least three people of his satisfaction, while a dissatisfied customer tells 9 or 10 people about his dissatisfactionf Knowledge of customers' perceptions and attitudes about an organization's business will greatly enhance its opportunity to make better business decisions." More than 80 percent of innovations in high-performing companies come from customers' ideas.'

Aims, research questions and hypotheses: The subject of the research is to evaluate the possibilities of influencing job satisfaction of shift nurses by head nurses. Three aims were set based on the subject of this research. Aim 1 To assess the level of job satisfaction of nurses with working conditions. Aim 2 To evaluate the requirements of nurses to increase their job satisfaction. Aim 3 To identify the possibilities of influencing job satisfaction of nurses from the view of head nurses. Methodology and research sample: In this diploma thesis the qualitative and quantitative data collection methods were used. The quantitative research was carried out by using standardized HCI questionnaires. The questionnaires were given to nurses in selected organizations (Tábor Hospital, Jindřichův Hradec Hospital, Kutná Hora Hospital, Chýnov Retirement Home). The size of the research sample is 164 respondents. The qualitative method of the research was carried out by in-depth interviews with ward and head nurses of the selected organizations (Tábor Hospital, Jindřichův Hradec Hospital, Kutná Hora Hospital, Chýnov Retirement Home). We interviewed 10 head nurses. Conclusion and the results: The results suggest that the shift nurses are not satisfied with their job, 39% of nurses feel to be "not very satisfied" in their job. The overall job satisfaction of nurses increases with the good working team. Job satisfaction of nurses is also influenced by the length of practice. Job satisfaction gradually decreases with the length of practice. However, in the category "10 and more years of practice" job satisfaction increases again. Education also affects job satisfaction of nurses. The university nurses are the most satisfied, on the other hand the college nurses are the least satisfied. Job satisfaction of nurses decreases depending on physical demands of their jobs. The preferences of motivation factors of shift nurses differ in the category "Others" (meal vouchers, supplementary pension insurance). The preferences of benefits increase depending on age and the length of practice. The nurses' requirements do not change with the other benefits. The good financial evaluation would help to influence job satisfaction of nurses. Head nurses influence job satisfaction of nurses by non-financial benefits, pleasant leadership style, positive assessment and the opportunity of changing shifts. The output of this diploma thesis is the proposal of motivation program to increase job satisfaction of nurses.

This work focuses on the management of university stakeholder satisfaction with the service quality of these institutions. It examines the links between satisfaction, stakeholders, and service quality. This work deals with different approaches and methods of service quality satisfaction measurement and the emphasis is placed especially on tertiary education. The following goals and hypotheses were formulated on the basis of theoretical knowledge obtained from scientific publications. The main aim of this work is to suggest a new model for management of stakeholder satisfaction with the service quality of tertiary institutions. The second main aim is to suggest a new method of analysis of student satisfaction with the service quality of tertiary institutions. There is a close connection between both main targets and students are considered as clients in this dissertation. Hypotheses and sub-goals are also closely related to the main aim. They are formulated in such a way as to help reach the main targets and verify the suggested method in practice. For instance, the identification of stakeholders of tertiary institutions is one of the sub-goals of this work and its accomplishment significantly helped to fulfil the main targets. The sub-goals are also focused on the area of marketing communications. Marketing communication is the integral part of the suggested model for management of stakeholder satisfaction with the service quality of tertiary institutions. Therefore, one sub-goal is to formulate a set of recommendations which will improve marketing communication of tertiary institutions with their stakeholder. The author produced this dissertation on the basis of theoretical knowledge from scientific literature written by Czech and foreign authors and also conducted research. The primary research was done using the following techniques: individual interviews, focus groups and a (questionnaire) survey. The results of the primary research were analysed using the applications Microsoft Office Excel, Statistics and QC. Expert.Microsoft. The data analysed from the primary research was used to define the importance of individual stakeholders within the suggested model of satisfaction management. On the basis of the results provided, the criteria was identified and then used to evaluate their importance for measurement of student satisfaction with service quality. Moreover, the results obtained by primary research enabled the statistical verification or refutation of the hypotheses of the dissertation.

The aim of this diplom work is to analyse preparedness of a specific company for Quality management systhems according to norm CSN EN ISO 9001:2001. Analyse include only selected chaps of the european standard ISO 9001 and author of the diplom work makes suggestions to top managers of the company, how to proceed and steep in requirements of the standatds ISO 9001.

Выпускная квалификационная работа (магистерская диссертация) посвящена изучению управления удовлетворенностью трудом персонала гостиничного бизнеса. Предметом исследования является управление удовлетворенностью трудом персонала. Основной целью исследования выступает изучение управления удовлетворенностью трудом персонала предприятий гостиничного бизнеса и разработка рекомендаций по его совершенствованию. В работе представлены понятие, признаки, факторы удовлетворенности трудом персонала, методы и методики изучения управления удовлетворенностью трудом персонала организации, а так же практика управления удовлетворенностью трудом персонала гостиничного бизнеса в России и за рубежом. Описывается общая характеристика исследуемых предприятий, качественный и количественный анализ персонала гостиничных предприятий, анализ и исследование удовлетворенности трудом в сфере гостиничного бизнеса. В заключении подведены итоги в соответствии с поставленными целями и задачами, а на основе полученных данных разработаны рекомендации по совершенствованию управления удовлетворенностью трудом персонала. / The final qualifying work (master's thesis) is devoted to the study of labor satisfaction management of hotel business personnel. The subject of the study is the management of staff job satisfaction. The main purpose of the study is to study the management of job satisfaction of the staff of the hotel business and develop recommendations for its improvement. The paper presents the concept, signs, factors of staff satisfaction with work, methods and techniques for studying the management of employee satisfaction with the work of the organization's personnel, as well as the practice of managing the satisfaction with the work of hotel business personnel in Russia and abroad. It describes the general characteristics of the enterprises under study, a qualitative and quantitative analysis of the personnel of hotel enterprises, analysis and research of job satisfaction in the hotel business. In conclusion, the results are summarized in accordance with the goals and objectives set, and on the basis of the data obtained, recommendations are developed to improve the management of staff satisfaction with work.

The procedures of the study are mainly through the review on the relevant reference documents related to the subject of those have been published domestically and internationally, meanwhile to get a better understanding on the most recent development on Information Technology and its associated models which are being applied to the customer relationship management by the organizations and/or business units in the world. Then, through the investigation and review on steel industries to understand the real situations domestically and internationally, specifically to focus on the Sheng Yu Steel Co., Ltd. As an example, for which to plan the implementation of Extranet System for the improvement of Customer Relationship Management (CRM) by using Information Technology, what problems it will be faced and how is the best strategyfor this implementation. Then after the completion of the study, to make a constructive recommendation to the Sheng Yu Steel Co., Ltd as an useful reference when the Extranet system to be planned and implementedfor. In Chapter-1 ¡©Introduction¡ª¡Ato descibe the backgroud, purposes, procedures and the limitation related to the study¡Fin Chapter-2, the major is concentrate on the review and understand on the relevant documents of the subject related¡Fin Chapter-3, specifically to focus on the existing situations of the steel industries and the Sheng Yu Steel Co., Ltd. how it is the current situation to the subject issue¡Fin Chapter-4, to have further investigation on recent situations for the use of Information Technology in Sheng Yu Steel Co., Ltd. to make a recommendation for their reference whn they plan for the implementation of Extranet System for the improvement of Customer Relationship Management¡Fand finally, in Chapter-5, to describe the findings and issues for whicht to be expected to have further study in the future to come up a generalized model for which can be applied to all companies not only for steel industies but also to all conventional enpterprises as an important and valuable reference guideline.