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Examples of matched pairs of items in the SERVQUAL questionnaire [9] Dimension Sample expectations item Sample perceptions item Reliability: When excellent telephone companies promise to do something by a certain time, they do so XYZ company provides its services at the promised time Assurance
Understanding current and future needs of customers and other interested parties contributes to sustained success of an organization [15] As customers become more discerning, they seek companies that fulfil their needs and exceed their expectations. Consequently, Quality Management (QM) plays a significant role in shaping company performance ...
Quality planning is implemented as a means of "developing the products, systems, and processes needed to meet or exceed customer expectations." [1] This includes defining who the customers are, determining their needs, and developing the tools (systems, processes, etc.) needed to meet those needs.
I've been an independent consultant for the past few years and my work is all confidential for clients. I was asked to show some samples of my work in a recent interview for a full-time job and I ...
For example, if a machine is planned to run 100 hours a week, but in reality runs only 50, then the availability is 50%. [3] Performance – compares the ideal output and the actual output. For example, if a certain process is planned to take 10 minutes, but actually takes 20, then the productivity is 50%. [3]
The Pygmalion effect is a psychological phenomenon in which high expectations lead to improved performance in a given area and low expectations lead to worse performance. [1] It is named after the Greek myth of Pygmalion , the sculptor who fell so much in love with the perfectly beautiful statue he created that the statue came to life.
Since the pandemic, “everyone has gotten used to blending work and life in a new way,” Linda Jingfang Cai, VP of talent development at LinkedIn, told Fortune. “We ask each other how they ...
Features are the "bells and whistles" of products and services, those characteristics that supplement their basic functioning. Examples include free drinks on a plane, permanent-press cycles on a washing machine, and automatic tuners on a color television set.