Tqm modue-3-customer satisfaction
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This document discusses total quality management and customer feedback. It defines internal and external customers and what makes customers satisfied, such as performance, features, service, warranty and price. It presents a customer satisfaction model showing how organizational offers should meet customer needs. The document outlines various methods to collect customer feedback, including comment cards, questionnaires, focus groups, toll-free numbers, customer visits, report cards, and social media. It emphasizes the importance of gathering feedback from both external customers and internal employees.
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Employee involvement
Employee involvement is a participative process that uses employee input to increase commitment and help the organization meet its objectives. It includes regular participation in decisions about work processes, suggestions for improvement, goal setting, and performance monitoring. Encouraging involvement requires giving employees decision-making authority, training, incentives, communicating results, and surveying for improvement ideas. Forms of involvement include participative management, representative participation through work councils and board representatives, and quality circles as voluntary groups that regularly meet to discuss and solve work problems.
Quality circle
Quality Circle is a small group of employees who work-in same work area meet at periodic intervals to discuss work-related issues and to offer suggestions & ideas for improvements in production methods and quality control .
Introduction to Total Quality Management[TQM]
Total Quality Management (TQM) is a management approach that seeks to long-term success through customer satisfaction. It requires committed leadership to transform organizational culture. TQM focuses on meeting customer needs, continuous improvement, and involving all employees. The basic TQM approach includes management commitment, focusing on customers, effective workforce involvement, continuous process improvement, treating suppliers as partners, and establishing performance measures. Many quality pioneers contributed principles to TQM, including Deming, Juran, Crosby, Ishikawa, and Taguchi. Their work established concepts like statistical process control, continuous improvement, and preventing defects.
Continous process improvement
The document discusses various quality improvement approaches and methodologies including those developed by Joseph Juran, Kaizen, reengineering, Six Sigma, and DMAIC/DMADV. It provides an overview of the key components and steps in Juran's approach of planning, control, and improvement. Additionally, it describes concepts such as Kaizen, reengineering, Six Sigma methodology and the DMAIC/DMADV processes.
Total quality management
Total quality management, or TQM, can be summarized as a management system for a customer-focused organization that involves all employees in continual improvement. It uses strategy, data, and effective communications to integrate the quality discipline into the culture and activities of the organization.
principles of total quality management
examples of total quality management
importance of total quality management
total quality management strategic approach
total quality management ppt
total quality management training
total quality management theory
total quality management implementation
business research topics for mba
mba topics for presentation
mba project topics
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dissertation topics for mba
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Total quality management
Total Quality Management (TQM) is an approach to improve effectiveness and flexibility across a whole organization. It involves organizing every department, activity, and person at every level to focus on preventing issues rather than just inspecting outputs. TQM aims to increase customer satisfaction by boosting quality through motivating employees and improving operations. While TQM requires major cultural changes, it can provide benefits like cost reduction, customer satisfaction, and defect reduction if implemented properly with leadership commitment, employee involvement, and continuous process improvement over the long term.
Total quality management and employees empowerment
Total quality management (TQM) aims to meet customer expectations by improving quality at all levels of a business. It is a dynamic process that promotes continuous improvement in efficiency and effectiveness. TQM targets customer satisfaction by meeting all requirements rather than predefined standards. It extends production quality to suppliers and requires cross-functional teams. TQM focuses on preventing problems in early stages and views employees as key to quality. It uses tools like Deming's PDCA cycle and statistical process control.
TAGUCHI- QUALITY GURU
Genichi Taguchi was a Japanese engineer who developed statistical methods for robust design and quality engineering. Some of his key contributions include developing the Taguchi loss function, promoting the philosophy of off-line quality control through designing products and processes that are robust to external factors, and innovations in the statistical design of experiments. He focused on using orthogonal arrays and analyzing signal-to-noise ratios to optimize settings and minimize a product's sensitivity to noise. While influential, his experimental design and analysis methods have some limitations and inefficiencies.
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Quality circle
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Introduction to Total Quality Management[TQM]
Total Quality Management (TQM) is a management approach that seeks to long-term success through customer satisfaction. It requires committed leadership to transform organizational culture. TQM focuses on meeting customer needs, continuous improvement, and involving all employees. The basic TQM approach includes management commitment, focusing on customers, effective workforce involvement, continuous process improvement, treating suppliers as partners, and establishing performance measures. Many quality pioneers contributed principles to TQM, including Deming, Juran, Crosby, Ishikawa, and Taguchi. Their work established concepts like statistical process control, continuous improvement, and preventing defects.
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principles of total quality management
examples of total quality management
importance of total quality management
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Total quality management
Total Quality Management (TQM) is an approach to improve effectiveness and flexibility across a whole organization. It involves organizing every department, activity, and person at every level to focus on preventing issues rather than just inspecting outputs. TQM aims to increase customer satisfaction by boosting quality through motivating employees and improving operations. While TQM requires major cultural changes, it can provide benefits like cost reduction, customer satisfaction, and defect reduction if implemented properly with leadership commitment, employee involvement, and continuous process improvement over the long term.
Total quality management and employees empowerment
Total quality management (TQM) aims to meet customer expectations by improving quality at all levels of a business. It is a dynamic process that promotes continuous improvement in efficiency and effectiveness. TQM targets customer satisfaction by meeting all requirements rather than predefined standards. It extends production quality to suppliers and requires cross-functional teams. TQM focuses on preventing problems in early stages and views employees as key to quality. It uses tools like Deming's PDCA cycle and statistical process control.
TAGUCHI- QUALITY GURU
Genichi Taguchi was a Japanese engineer who developed statistical methods for robust design and quality engineering. Some of his key contributions include developing the Taguchi loss function, promoting the philosophy of off-line quality control through designing products and processes that are robust to external factors, and innovations in the statistical design of experiments. He focused on using orthogonal arrays and analyzing signal-to-noise ratios to optimize settings and minimize a product's sensitivity to noise. While influential, his experimental design and analysis methods have some limitations and inefficiencies.
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This document discusses continuous process improvement strategies. It describes 5 ways to improve a process including reducing inputs, reducing errors, meeting or exceeding customer expectations, making the process safer, and making it more satisfying for employees. Improvement strategies include repairing issues, refining incremental improvements, renovating with breakthrough improvements, and reinventing with new outputs. The 7-step problem solving method is outlined as identifying opportunities, analyzing the current process, developing optimal solutions, implementing changes, studying results, standardizing solutions, and planning for the future. Kaizen is also discussed as a philosophy of continuous improvement through small increments.
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This document discusses quality management, quality assurance, and quality control in the pharmaceutical industry. It defines quality and describes the differences between quality assurance and quality control. Quality assurance ensures quality through planned systematic activities like process validation and documentation, while quality control finds and eliminates quality problems through testing. The document also outlines principles of quality management like customer focus, leadership and continual improvement. It describes aspects of quality management like quality assurance, quality control, GMP, and production control. Finally, it discusses techniques used for raw material control, in-process control, and environmental control in pharmaceutical quality management systems.
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This document discusses quality management and total quality management (TQM). It defines quality as meeting customer expectations. Key aspects of TQM include top management commitment, customer focus, continuous improvement, and empowering employees. TQM aims to produce products and services that are considered best by customers by doing everything right the first time and continuously improving. Elements of a TQM system include quality design, statistical process control, supplier partnerships, and benchmarking against world-class standards. Both products and services require quality management programs to monitor and improve performance.
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- The Juran philosophy pursues quality on organizational and departmental levels. It advocates relating quality to costs and using statistical methods to eliminate defects. Juran's "quality trilogy" includes quality planning, control and improvement.
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CX Service and Quality Mgt. Credits to the rightful owners of the information...
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Customer service principles is a necessary module for every student
At the end of this section candidates should be able to:
• Describe customer service.
• Explain why customer service is important to the
success of every organisation.
• Identify who their customers are.
• Identify the drawbacks of poor customer service.
• Explain how to promote good service.
• Demonstrate an understanding of customer
service needs and expectations.
Indicative content
1.1 Outline knowledge of basic principles - maintaining
good customer service at all times; treating all
customers with respect; identifying and meeting
customer needs; providing the service expected by
the company.
1.2 Understanding why customer service is important to
the company and to you – it helps to make the
organisation successful, generates repeat business,
assists profit and growth.
1.3 Identifying external and internal customers and their
importance to the organisation.
1.4 Appreciate the drawbacks of not serving internal and
external customers effectively, e.g. poor reputation,
loss of business, loss of profit, loss of jobs.
Customer service principles is a necessary module for every student
Customer service is very important to an organisation regardless of the nature of the business they are in. Superior customer service will guarantee continued business through repeat purchases as well as references by satisfied customers. Many organisations offer similar products and differentiation will only be possible by varying service levels against competitors. Good customer service builds from understanding the customer, communicating effectively at different situations and be able to sell the organisation’s product effectively and efficiently. Skills for good customer service are built in this module and the role of quality assurance and employee resourcing for customer service is explored.
Aims and Objectives of this Module
This module enables students to gain understanding on how superior customer service contributes to the overall performance organisations. On successfully completing this module, the learners will be able to:
• Understand the importance of customer service to the overall marketing effort of an organisation.
• Know the service skills required to meet the requirements of the customers’ needs
• Understand the need for setting quality standards for customer service level.
• Explain the effect of employee resourcing to service provision.
• Understand how organisations vary customer service to match individual needs
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• Knowledge and Understanding
• Intellectual Skills
• Professional Skills
• General and transferable Skills
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This document outlines a presentation on client management essentials for business growth. It discusses five essential client management functions: 1) developing an effective organizational communication culture, 2) achieving excellent service standards, 3) understanding customer expectations, 4) internalizing service excellence, and 5) management quality. For each function, it provides details on why they are important and advantages they provide to businesses. It also discusses principles for total quality management and outlines eight quality management principles for businesses to follow.
Elevate Customer Support with Comprehensive Solutions for Exceptional Service
Enhance your customer support operations and deliver exceptional service with our comprehensive customer support solutions. Our innovative suite of tools and technologies empowers businesses to streamline their support processes, improve response times, and enhance customer satisfaction. From robust ticketing systems and knowledge bases to AI-powered chatbots and self-service portals, our solutions cater to the diverse needs of modern customer support. Whether you're a small business or a large enterprise, our customizable solutions can be tailored to fit your specific requirements. Gain a competitive edge and build lasting customer relationships with our customer support solutions. Contact us today to explore how we can help you optimize your support operations and provide an outstanding customer experience.
TOTAL QUALITY MANAGEMENT-Customer Satisfaction
The document discusses Total Quality Management (TQM) and its focus on customer satisfaction. TQM aims to embed quality awareness throughout all organizational processes. Its prime directive is ensuring everything is geared towards satisfying customers, as customer satisfaction drives the company's survival. The document outlines several TQM principles and methods for achieving customer satisfaction, such as obtaining customer feedback and implementing continuous improvement.
Project work customer satisfaction(1)(1)
This document outlines a study on customer satisfaction with reference to Big Bazaar in Hyderabad, India. It discusses the objectives, scope, and methodology of the study which involved distributing questionnaires to 140 customers of Big Bazaar to understand their preferences, expectations, satisfaction levels and suggestions for improvement. The study aims to help Big Bazaar better understand customer needs and enhance customer satisfaction.
Designing channel systems
Designing Channel Systems
Channel Design Factors
Channel Design Steps
Channel Design Components
Channel Design Issues
Evaluation of Major Alternatives
Selecting Channel Partners
Motivating Channel Members
Steps for Modifying Networks
Vertical Integration
Outsourcing Distribution
Channel Comparison Factors
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CX Service and Quality Mgt. Credits to the rightful owners of the information...
CX Service and Quality Mgt. Credits to the rightful owners of the information...
Customer service principles is a necessary module for every student
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Customer service principles is a necessary module for every student
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Total Customer Focus: Changing customer relationships where it matters most
Total Customer Focus: Changing customer relationships where it matters most
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Integrity in leadership builds trust by ensuring consistency between words and actions, making leaders reliable and credible. It also ensures ethical decision-making, which fosters a positive organizational culture and promotes long-term success. #RamVChary
12 steps to transform your organization into the agile org you deserve
During an organizational transformation, the shift is from the previous state to an improved one. In the realm of agility, I emphasize the significance of identifying polarities. This approach helps establish a clear understanding of your objectives. I have outlined 12 incremental actions to delineate your organizational strategy.
Sethurathnam Ravi: A Legacy in Finance and Leadership
Sethurathnam Ravi, also known as S Ravi, is a distinguished Chartered Accountant and former Chairman of the Bombay Stock Exchange (BSE). As the Founder and Managing Partner of Ravi Rajan & Co. LLP, he has made significant contributions to the fields of finance, banking, and corporate governance. His extensive career includes directorships in over 45 major organizations, including LIC, BHEL, and ONGC. With a passion for financial consulting and social issues, S Ravi continues to influence the industry and inspire future leaders.
Comparing Stability and Sustainability in Agile Systems
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20240608 QFM019 Engineering Leadership Reading List May 2024
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在线办理(Murdoch毕业证书)莫道克大学毕业证电子版成绩单一模一样
学校原件一模一样【微信：741003700 】《(Murdoch毕业证书)莫道克大学毕业证电子版成绩单》【微信：741003700 】学位证，留信认证（真实可查，永久存档）原件一模一样纸张工艺/offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备。十五年致力于帮助留学生解决难题，包您满意。
本公司拥有海外各大学样板无数，能完美还原。
1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微741003700
【主营项目】
一.毕业证【q微741003700】成绩单、使馆认证、教育部认证、雅思托福成绩单、学生卡等！
二.真实使馆公证(即留学回国人员证明,不成功不收费)
三.真实教育部学历学位认证（教育部存档！教育部留服网站永久可查）
四.办理各国各大学文凭(一对一专业服务,可全程监控跟踪进度)
如果您处于以下几种情况：
◇在校期间，因各种原因未能顺利毕业……拿不到官方毕业证【q/微741003700】
◇面对父母的压力，希望尽快拿到；
◇不清楚认证流程以及材料该如何准备；
◇回国时间很长，忘记办理；
◇回国马上就要找工作，办给用人单位看；
◇企事业单位必须要求办理的
◇需要报考公务员、购买免税车、落转户口
◇申请留学生创业基金
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
原版制作(澳洲WSU毕业证书)西悉尼大学毕业证文凭证书一模一样
学校原件一模一样【微信：741003700 】《(澳洲WSU毕业证书)西悉尼大学毕业证、文凭证书》【微信：741003700 】学位证，留信认证（真实可查，永久存档）原件一模一样纸张工艺/offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备。十五年致力于帮助留学生解决难题，包您满意。
本公司拥有海外各大学样板无数，能完美还原。
1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微741003700
【主营项目】
一.毕业证【q微741003700】成绩单、使馆认证、教育部认证、雅思托福成绩单、学生卡等！
二.真实使馆公证(即留学回国人员证明,不成功不收费)
三.真实教育部学历学位认证（教育部存档！教育部留服网站永久可查）
四.办理各国各大学文凭(一对一专业服务,可全程监控跟踪进度)
如果您处于以下几种情况：
◇在校期间，因各种原因未能顺利毕业……拿不到官方毕业证【q/微741003700】
◇面对父母的压力，希望尽快拿到；
◇不清楚认证流程以及材料该如何准备；
◇回国时间很长，忘记办理；
◇回国马上就要找工作，办给用人单位看；
◇企事业单位必须要求办理的
◇需要报考公务员、购买免税车、落转户口
◇申请留学生创业基金
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
Senior Project and Engineering Leader Jim Smith.pdf
I am a Project and Engineering Leader with extensive experience as a Business Operations Leader, Technical Project Manager, Engineering Manager and Operations Experience for Domestic and International companies such as Electrolux, Carrier, and Deutz. I have developed new products using Stage Gate development/MS Project/JIRA, for the pro-duction of Medical Equipment, Large Commercial Refrigeration Systems, Appliances, HVAC, and Diesel engines.
My experience includes:
Managed customized engineered refrigeration system projects with high voltage power panels from quote to ship, coordinating actions between electrical engineering, mechanical design and application engineering, purchasing, production, test, quality assurance and field installation. Managed projects $25k to $1M per project; 4-8 per month. (Hussmann refrigeration)
Successfully developed the $15-20M yearly corporate capital strategy for manufacturing, with the Executive Team and key stakeholders. Created project scope and specifications, business case, ROI, managed project plans with key personnel for nine consumer product manufacturing and distribution sites; to support the company’s strategic sales plan.
Over 15 years of experience managing and developing cost improvement projects with key Stakeholders, site Manufacturing Engineers, Mechanical Engineers, Maintenance, and facility support personnel to optimize pro-duction operations, safety, EHS, and new product development. (BioLab, Deutz, Caire)
Experience working as a Technical Manager developing new products with chemical engineers and packaging engineers to enhance and reduce the cost of retail products. I have led the activities of multiple engineering groups with diverse backgrounds.
Great experience managing the product development of products which utilize complex electrical controls, high voltage power panels, product testing, and commissioning.
Created project scope, business case, ROI for multiple capital projects to support electrotechnical assembly and CPG goods. Identified project cost, risk, success criteria, and performed equipment qualifications. (Carrier, Electrolux, Biolab, Price, Hussmann)
Created detailed projects plans using MS Project, Gant charts in excel, and updated new product development in Jira for stakeholders and project team members including critical path.
Great knowledge of ISO9001, NFPA, OSHA regulations.
User level knowledge of MRP/SAP, MS Project, Powerpoint, Visio, Mastercontrol, JIRA, Power BI and Tableau.
I appreciate your consideration, and look forward to discussing this role with you, and how I can lead your company’s growth and profitability. I can be contacted via LinkedIn via phone or E Mail.
Jim Smith
678-993-7195
jimsmith30024@gmail.com
Strategic Org Design with Org Topologies™
Org Design is a core skill to be mastered by management for any successful org change.
Org Topologies™ in its essence is a two-dimensional space with 16 distinctive boxes - atomic organizational archetypes. That space helps you to plot your current operating model by positioning individuals, departments, and teams on the map. This will give a profound understanding of the performance of your value-creating organizational ecosystem.
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在线办理(UVic毕业证书)维多利亚大学毕业证录取通知书一模一样
学校原件一模一样【微信：741003700 】《(UVic毕业证书)维多利亚大学毕业证》【微信：741003700 】学位证，留信认证（真实可查，永久存档）原件一模一样纸张工艺/offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备。十五年致力于帮助留学生解决难题，包您满意。
本公司拥有海外各大学样板无数，能完美还原。
1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微741003700
【主营项目】
一.毕业证【q微741003700】成绩单、使馆认证、教育部认证、雅思托福成绩单、学生卡等！
二.真实使馆公证(即留学回国人员证明,不成功不收费)
三.真实教育部学历学位认证（教育部存档！教育部留服网站永久可查）
四.办理各国各大学文凭(一对一专业服务,可全程监控跟踪进度)
如果您处于以下几种情况：
◇在校期间，因各种原因未能顺利毕业……拿不到官方毕业证【q/微741003700】
◇面对父母的压力，希望尽快拿到；
◇不清楚认证流程以及材料该如何准备；
◇回国时间很长，忘记办理；
◇回国马上就要找工作，办给用人单位看；
◇企事业单位必须要求办理的
◇需要报考公务员、购买免税车、落转户口
◇申请留学生创业基金
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
Employment Practices Regulation and Multinational Corporations
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Strategic decision making within MNCs constrained or determined by the implementation of laws and codes of practice and by pressure from political actors. Managers in MNCs have to make choices that are shaped by gvmt. intervention and the local economy.
原版制作(CDU毕业证书)查尔斯达尔文大学毕业证PDF成绩单一模一样
学校原件一模一样【微信：741003700 】《(CDU毕业证书)查尔斯达尔文大学毕业证PDF成绩单》【微信：741003700 】学位证，留信认证（真实可查，永久存档）原件一模一样纸张工艺/offer、雅思、外壳等材料/诚信可靠,可直接看成品样本，帮您解决无法毕业带来的各种难题！外壳，原版制作，诚信可靠，可直接看成品样本。行业标杆！精益求精，诚心合作，真诚制作！多年品质 ,按需精细制作，24小时接单,全套进口原装设备。十五年致力于帮助留学生解决难题，包您满意。
本公司拥有海外各大学样板无数，能完美还原。
1:1完美还原海外各大学毕业材料上的工艺：水印，阴影底纹，钢印LOGO烫金烫银，LOGO烫金烫银复合重叠。文字图案浮雕、激光镭射、紫外荧光、温感、复印防伪等防伪工艺。材料咨询办理、认证咨询办理请加学历顾问Q/微741003700
【主营项目】
一.毕业证【q微741003700】成绩单、使馆认证、教育部认证、雅思托福成绩单、学生卡等！
二.真实使馆公证(即留学回国人员证明,不成功不收费)
三.真实教育部学历学位认证（教育部存档！教育部留服网站永久可查）
四.办理各国各大学文凭(一对一专业服务,可全程监控跟踪进度)
如果您处于以下几种情况：
◇在校期间，因各种原因未能顺利毕业……拿不到官方毕业证【q/微741003700】
◇面对父母的压力，希望尽快拿到；
◇不清楚认证流程以及材料该如何准备；
◇回国时间很长，忘记办理；
◇回国马上就要找工作，办给用人单位看；
◇企事业单位必须要求办理的
◇需要报考公务员、购买免税车、落转户口
◇申请留学生创业基金
留信网认证的作用:
1:该专业认证可证明留学生真实身份
2:同时对留学生所学专业登记给予评定
3:国家专业人才认证中心颁发入库证书
4:这个认证书并且可以归档倒地方
5:凡事获得留信网入网的信息将会逐步更新到个人身份内，将在公安局网内查询个人身份证信息后，同步读取人才网入库信息
6:个人职称评审加20分
7:个人信誉贷款加10分
8:在国家人才网主办的国家网络招聘大会中纳入资料，供国家高端企业选择人才
Enriching engagement with ethical review processes
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Public Speaking Tips to Help You Be A Strong Leader.pdf
In the realm of effective leadership, a multitude of skills come into play, but one stands out as both crucial and challenging: public speaking.
Public speaking transcends mere eloquence; it serves as the medium through which leaders articulate their vision, inspire action, and foster engagement. For leaders, refining public speaking skills is essential, elevating their ability to influence, persuade, and lead with resolute conviction. Here are some key tips to consider: https://joellandau.com/the-public-speaking-tips-to-help-you-be-a-stronger-leader/
W.H.Bender Quote 66 - ServPoints Sequence of Service™ should be Identified fo...
W.H.Bender Quote 66 - ServPoints Sequence of Service™ should be Identified fo...William (Bill) H. Bender, FCSI
Specific ServPoints should be tailored for restaurants in all food service segments. Your ServPoints should be the centerpiece of brand delivery training (guest service) and align with your brand position and marketing initiatives, especially in high-labor-cost conditions.
408-784-7371
Foodservice Consulting + Design
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Tqm modue-3-customer satisfaction
- 1. TOTAL QUALITY MANAGEMENT DR. VEERANNA D.K DEPT. OF MECHANICAL ENGINEERING S.G.BALEKUNDRI INSTITUTE OF TECHNOLOGY, BELAGAVI,INDIA
- 2. WHO ARE THE CUSTOMERS INTERNAL CUSTOMERS: YOUR EMPLOYEES, STAKE HOLDERS, EXTERNAL CUSTOMERS • Internal customers: Your employees, stake holders, • External customers : buyers, suppliers(in some products)
- 3. WHAT MAKES THE CUSTOMERS HAPPY/ CUSTOMER PERCEPTION OF QUALITY • Performance – fitness for use • Features – add on • Service – easy of repair/replace • Warranty – promise to perform • Price - affordable • Brand/Reputation – people taste, status
- 4. CUSTOMER CHAIN External Customers Internal customer
- 5. CUSTOMER SATISFACTION MODEL/ TEBOUL MODEL The rectangle indicates the offers by organization and circle indicates the customer needs- the final conclusion is the needs should be satisfied by organizational offers.
- 6. CUSTOMER FEEDBACK…..WHY? To know the customer needs To know satisfaction/dissatisfaction of customers To know the taste of the customers To know the customer priorities To compare with competitor position in the market Scope for improvement Data may help to launch new product / service To be in touch with customer
- 7. METHODS TO COLLECT CUSTOMER FEEDBACK • 1.Comment card • 2.Questionnaire • 3.Focus groups • 4.Toll free numbers • 5. Visit to customer place • 6.Report card • 7.Internet/social media • 8.Internal customer(employee) feedback
- 8. 1.COMMENT CARD • Is used to collect the feed back immediately after sales/service of goods and services. They may use the papers or even the electronic machines with push buttons
- 9. 2.QUESTIONNAIRE • Customer feedback is the reaction or response in the form of information that is obtained from the customers after they have used a product or service. It comes directly from the customer or consumer and is related to the level of satisfaction obtained from using the product or service. The set of close/open ended questionnaires are prepared and collected by some means. • It may be Product/service Feedback, Training Feedback , Presentation Feedback etc.
- 10. 3.FOCUS GROUPS • Focus groups are used to gather target audience opinions and attitudes about certain products, services or concepts. A company may use a focus group to gather customer feedback from the people who really uses the product or service. Focus groups require an experienced moderator to start and guide the discussions and to encourage participants to get involved without any bias at any point of time.
- 12. 5. VISIT TO CUSTOMER PLACE site visit to see the actual usage of the product/service Provide the guidance to correct it on location to predict the future problems To understand the problems and future modifications required if any To make organisation customer friendly Develops goodwill and boosts the morale of customers
- 13. 6.REPORT CARD • The companies should be proactive about customer support. That’s why the companies launched Customer Satisfaction Ratings reports which enables companies to collect feedback from their customers, analyze that feedback, and fix any issues immediately. In some cases, that will help companies revamp entire business processes in order to meet the needs of their customers. • The cards may be collected by using any ways and means either in hard or soft form.
- 14. 7.INTERNET/SOCIAL MEDIA • Internet/Social media has become an inexpensive/less expensive and efficient way to communicate with customers. Customers are already actively participating in communities on Facebook, Twitter , WhatsApp Instagram etc, Responding to the comments, sending direct messages, and responding to see how people really feel about the product/service.
- 15. 8.INTERNAL CUSTOMER(EMPLOYEE) FEEDBACK Give equal importance to your internal customer(employees) to give feedback Collect feed back for constructive purpose They are the people who uses/operates the product/ service first It improves the morale of internal customers The ideas and suggestions can be incorporated in future modifications
- 16. Thank You