Calitatea in domeniul serviciilor

Incarcat la data: 29 Martie 2010

Autor: lucrari licenta

Pret: 50 credite

Numar pagini: 11

Tip fisier: zip

Marime fisier: 28 kb

The quality means different things for different persons depending on their experience and their position in an organization, thus, even though the preoccupations for quality appeared from the very beginning of  humankind, only in the 20th century a spectacular evolution of the actions and the concepts regarding quality was brought forth.

The modern concept of  quality is based on four fundamental rules : the defining of quality, the prevention, zero defects and the measurement.

The definitions given to this concept take into consideration the two distinct aspects : the objective aspect of quality that represents the conformity degree of a process or of its results with a predetermined set of criteria considered essential for the final value that this one furnishes; the subjective aspect of quality represents the level of the perceived value reported to the person that benefits of the process or its result.

The ISO 8402 standard defines quality as representing “the set of characteristics of an entity, that confers itself the aptitude to satisfy the expressed and implicit needs”.
According to this definition :
the quality is not expressed through a single characteristic, but through a set of characteristics;
the quality is not standing-alone, it exists only in relation with the clients’ needs;
the quality is a continuous and not discrete variable;
through quality not only the expressed needs, but also the implicit ones must be satisfied.
The quality of a product/service is judged according to the promises and the results.
The quality in services is a problem of equilibrium, being composed of three components :
the level of the service offered, corresponding to the strategies offered by the firm;
the expectations of the client;
the real service offered, as it is picked up by the beneficiary.

Textul de mai sus reprezinta un extras din "Calitatea in domeniul serviciilor". Pentru versiunea completa a documentului apasa butonul Download si descarca fisierul pe calculatorul tau. Prin descarcarea prezentei lucrari stiintifice, orice utilizator al site-ului www.studentie.ro declara si garanteaza ca este de acord cu utilizarile permise ale acesteia, in conformitate cu prevederile legale ablicabile in domeniul proprietatii intelectuale si in domeniul educatiei din legislatia in vigoare.

In cazul in care intampini probleme la descarcarea fisierului sau documentul nu este nici pe departe ceea ce se doreste a fi te rugam sa ne anunti. Raporteaza o eroare

Important!

Referatele si lucrarile oferite de Studentie.ro au scop educativ si orientativ pentru cercetare academica.

Iti recomandam ca referatele pe care le downloadezi de pe site sa le utilizezi doar ca sursa de inspiratie sau ca resurse educationale pentru conceperea unui referat nou, propriu si original.

Alti utilizatori au mai cautat: CURSENGLEZACALITATEAdomeniul serviciilorLimbi straine
Jacheta usoara verde oliv inchis Jacheta usoara verde oliv inchis Descriere produs:Tip: jachetaCuloare: verde oliv inchisMaterial: usorDetalii: margini...
Jacheta usoara violet inchis Jacheta usoara violet inchis Descriere produs:Tip: jachetaCuloare: violet inchisMaterial: usorDetalii: margini...
Camasa alba in dungi Camasa alba in dungi Descriere produs:- camasa alba cu dungi albastre- imprimeu text pe partea din spate- guler...