|
|
Searching for the Competitive Advantages of the company X and the key factors
Cao Bao, Trang ; Zamazalová, Marcela (advisor) ; Procházková, Markéta (referee)
This thesis deals with finding competitive advantages of the company X and the key factors for improvement. The aim of this work is to find through the research the competitive advantages of the chain company X, which provides fast food on the Czech market, it's deficiencies and key factors, that can help the Company to improve in the future time. The theoretical part consists of five chapters, beginning with a chapter on marketing services, the following chapters deal with the purchase decision-making process in the service market and market category and competitive advantage. Methodology chapter closes then all the theoretical part. The practical part includes chapters examining the importance of a fast food restaurant in the world and the current market trend in the Czech Republic. Other parts deal with the characteristic of market and market category, analysis of competition, characteristic of the company X. The most important chapters in this section are the practical results of the survey, suggestions and recommendations to the company.
|
|
|
Customer satisfaction in the selected company
LAMROVÁ, Zdeňka
This diploma thesis was prepared for the customer satisfaction in the selected company. The ambition of this thesis has been uncovering the information about the customer´s satisfaction in the selected company. The author proposed the changes based on the data from the survey,which are the final result of the work.
|
|
| |
|
| |
|
|
Optimizing Incident Management : Case of CSC
Boucharlat, Romain ; Štěrbová, Ludmila (advisor) ; Collin, Paul Marc (referee)
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.
|
|
|
Customer satisfaction strategy in automotive industry - example of Škoda Auto
Jůzl, František ; Machková, Hana (advisor) ; Malý, Josef (referee)
The first objective of this thesis is to define the most significant benefits of a customer satisfaction strategy for a company. Especially, the effects on customer base, retention, loyalty, and last but not least on financials are discussed. Furthermore, three techniques of customer satisfaction measurement are critically assessed. Those are complaint management, customer satisfaction surveys, and mystery shopping. Secondly, a comprehensive customer satisfaction strategy for ŠKODA AUTO is defined based on theoretical knowledge regarding customer satisfaction and the specifics of automotive industry. The strategy comprises of four particular parts: generic approach, sales, after sales, and product.
|
|
| |
|
|
Concepts of Quality Management and their application in Tourism
Sysel, Jiří ; Indrová, Jarmila (advisor) ; Jakubíková, Dagmar (referee) ; Pražská, Lenka (referee) ; Konečná, Marie (referee)
This thesis deals with quality management concepts and their applications in the field of tourism services. The first part defines the basic concepts of quality issues and deals with the approach to its management development. It includes specifics of quality management in the Czech Republic and relationship of quality and competitiveness at the national and corporate levels. The next part is devoted to presentation of the main methods and concepts of quality management, from the simplest historic instruments over the methodologies of planning, optimization, evaluation, analysis and prevention of risks to the indication of the main international standards and models for complex their achievement and control. It is always commented on their suitability and possible links to tourism services, which are listed and defined in the thesis in the context of the main theoretical approaches to quality and its management in the field of services. The analytical part is devoted to analysis of approaches to quality in tourism and specifics of the national service quality systems in developed European countries (Spain, Switzerland and Germany). Their evaluation and comparison with the state of quality management in tourism in the Czech Republic is executed. Subsequently the merits of implementing a quality management system according to ISO 9001 in the hotel business is analyzed and evaluated. Data from the project TLT Benchmark of consulting company KPMG Czech Republic for the period 2009-2011 and data of selected tourism organizations are used. The final part of the paper presents a model solution to the National quality system of tourism services in the Czech Republic. This is based on comparisons and analyzes and presents its main components, namely the national quality standard, brand quality, and institutional security systems. The proposed model is the author's own solution based on theoretical knowledge and long experience in the field of tourism and quality management.
|
|
| |
|
|
Quality of services in a select fitness center
Dymák, Jiří ; Kořánová, Helena (advisor) ; Hůlová, Marie (referee)
The Bachelor thesis focuses on the issues of quality services in a select fitness center. In the theoretical section defines terms related to these issues as quality of service, process improvement, customer orientation. The main goal of this thesis was to evaluate the quality of services in selected fitness center, through the evaluation of customer satisfaction, and then propose possible options for improving the identified conditions. On this goal is focused the practical part. The methods of research were chosen observation, interview and questionnaire. Data obtained from this research were evaluated and suggested improvements.
|
guest ::
