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Care of Drug Users - Quality of Services
HOLEMÁŘ, Marek
Care of drug users {--} quality of services This work deals with the quality of care of drug users in the establishments of prevention and cure of drug addictions in the Czech Republic. The theoretical part defines the problem of drugs in society, the importance of services for drug users, the principle of evaluation of the quality of these services and its trend in the Czech Republic and the role of services users in quality evaluation of these services. The practical part describes the process of creating of an instrument for evaluation of services quality from the users view and its practical testing in a model establishment. Centrum U Větrníku v Jihlavě {--} contact and consulting centre for drug users was used as the model establishment, and the standardized interview with service users was used as an instrument of the quality evaluation. The Standards for establishment and the programmes providing expert services to problematic drug users were used as the evaluation criteria of quality. This way of recognition of users satisfaction proved competent and can be recommended to other services providers.
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The quality of the offered services, human resources management and corporate culture in tourism
DUSPIVOVÁ, Marie
This thesis is about human resources management and corporate culture in the restaurant {\clq}qZlatý jelen`` in Horažďovice. The main aim of this thesis was to deal with some aspects of human resources management and corporate culture that influence the quality of the offered services in specific conditions of a small firm. For closer investigation of these issues I used two structured questionnaires and the test of colourfully semantic differential (TBSD). I suggested some provisions for the future in the closing part of this thesis. I hope my suggestions will help increase the quality of the services, the standard of human resources management and corporate culture in this restaurant.
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The quality of the offered services and human resource management
DUSPIVOVÁ, Marie
Human resources play a decisive part in the development of the firm`s successful activity. The basic function of human resource management is to issue such a structure of human resource that ensures this successful development. The main aim of this thesis was to deal with some aspects of human resource management that influence the quality of the offered services, in specific conditions of a small firm. This work is about quality of services and human resource management in restaurant {\clqq}Zlatý jelen`` in Horažďovice. The analysis of issues was preceded by the opening interview. I interviewed a manager of the restaurant. He was acquainted with the theme of my work and he gave me a permission to be engaged in these issues in his firm. The manager gave me some problems connected with the quality of services and personal work. I used two structured questionnairs for closer investigation of these issues. The first one was adressed to the guests of the restaurant. Through the questionnairs I should have found out the reasons of above mentioned problems. The other questionnairs were given to all employees of this restaurant and I could use all of them to their next elaboration. The results of inquiries were listed to the tables. Then I gave the same questions to the manager and at the same time I led with him the controlled interview. The aim of this conversation was to find out the reasons for contradictions among the manager and his employees. I defined the possible reasons for the origin of the problems. Then I suggested some provisions for the future. I hope my suggestions will help to increase the quality of the offered services and the standard of human resource management in this restaurant.
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Possibilities of improving the quality of services in fitness centres
Marečková, Edita ; Hůlová, Marie (advisor) ; Chvojková, Helena (referee)
The main goal of this thesis is to propose possible solutions for improving the quality of services in a chosen fitness centre. The thesis contains theoretical principles from the area of quality of services management, enumeration of demands for quality of services from customers'view, characteristic of fitness centres including the history of fitness and the description of services provided in a fitness centre. The practical part is focused on a concrete fitness centre where a survey on satisfaction of customers was made. Proposals for improving the quality of services and satisfaction of customers in this fitness centre results from the survey.
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Korelace mezi zapojením zaměstnanců a kvalitou služeb, Case Study,Order Management,Zákaznická Logistika
El, Dolores ; Kašparová, Eva (advisor) ; Lloyd, Tony Ulvede (referee)
The purpose of the presented research is to identify these of the areas that significantly matter for the strong positive correlation between the Employee Enagement and the Service Quality in a particular business case concerning business process improvement of an order management team in a multinational company. The significant areas are identified through a correlation analysis of the answers to an online survey. The results are used for further Measurement, Analysis, Improvement and Control of the key areas identified. The main findings are aimed to serve as a scientifically validated plan of action for the group in charge for the business process improvement in the order management team which is studied. Particularly, recommendations are provided how to increase the First Time Right performance metrics of the order management team through focus on the Define part of the DMAIC model in the Six Sigma methodology for business process improvement. Main findins: there is evidence for strong significant positive correlation between the employee engagement and the service quality factors in the answers of the respondents to the online survey questions; the team members' perception of the leadership style is positively correlated with their perception of the service quality.
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Mystery shopping
Vašíčková, Denisa ; Hesková, Marie (advisor) ; Žilková, Alena (referee)
The aim of the paper is to render the usage possibilities overview of the marketing survey method called Mystery shopping in testing the service quality provided to customers. The outputs of the survey should provide the information about organizational process' weaknesses and qualities used in contact with the customer. Based on these findings, the entity is enabled to accept such steps as to improve the quality of the services provided.
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The Centre for Demyelinating Illnesses in Prague II. versus the Out patient of Demyelinating Illnesses in České Budějovice ( Multiple sclerosis - the part of my life)
LINHARTOVÁ, Kateřina
My bachelor thesis is devoted to the issue of multiple sclerosis. It is a case of demyelinating disease affecting the central nerve system by inflammatory focuses. It causes nerve channel disorders and nerve fibre destruction, which may result in damage of function followed by disability. Genesis of a multiple sclerosis has not been known yet. It may be generated by a number of factors. The disease affects an individual of younger and medium age, more often women than men. At present the multiple sclerosis is an illness that can be diagnosed as early as at its clinical beginning and the adequate therapy can be started as soon as possible. Although there is no causal treatment yet, modern medical methods represent significant step forward and an increase of the per cent of patients whose central nerve system may not be damaged and permanent disability may not occur. Complex care for the patient with multiple sclerosis is secured by so called MS Centres (Multiple Sclerosis Centres) established and working all over the Czech Republic. The scope of their activity is rather wide: from the diagnostics of the illness, over pharmacological treatment, treatment by a psychologist, socially-legal consultancy and rehabilitation up to the scientifically-research and educational activity.I focused my work on particularly two such establishments {--} The Centre for Demyelinating Diseases in Prague 2 and Outpatient Department of Demyelinating Diseases in České Budějovice. I set up following objectives: the first objective was to map out the provision of services by the two above mentioned establishments. The second objective of my work was to find out the quality of such services involving examinations of patients taking medicines of the first selection and the IVIG (intravenous immunoglobulin), the clinical examination of the patients being monitored, the examination of new patients, the administration of intravenous drip therapy, the services of a psychologist and of a social worker, rehabilitation. I selected a qualitative research for fulfilment of the above mentioned two objectives. The selective pattern involved five clients of the Outpatient Department of Demyelinating Diseases in České Budějovice and seven clients from the Centre for Demyelinating Diseases in Prague 2. The clients were selected by the random systematic selection. The necessary data were collected by method of interview, semi standardized interview technique. The interview was performed with staff of both establishments and with the clients.I would like to contribute by my thesis to increase of the public awareness of the issue of multiple sclerosis, of the services being provided and treatment possibilities. This paper may also be a guide for improvement of services provided to patients suffering from multiple sclerosis. The achieved conclusions and created hypotheses can be used as a basis for further quantitative research of this issue.
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Support employment for handicapped groups of persons at the work market in the Jindřichův Hradec
MRÁZOVÁ, Ivana
The theme of the thesis is support employment for people in disadvantaged groups. The objectives set in the paper were to assess the quality of services in support employment provided by public corporation MESADA in Jindřichův Hradec, Czech Republic and provide a list of suggested socio-technical recommendations in order to improve the above-mentioned services. The theoretical part includes the history of support employment, definitions of disadvantaged groups of people, symbols, standards, and the whole process of support employment. The final part gives a review of MESADA projects. The practical part deals with a survey. Conclusions of the thesis are based on the quantitative survey {--} the data were collected from questionnaires filled in by users of the support employment services provided by public corporation MESADA Jindřichův Hradec between November 2007 and late February 2008. Next, the author used the document analysis method. Statitistical data were gathered from Czech Statistical Office and statistical data collected by the Ministry of Labour and Social Affairs. The hypotheses that were put forward in order to find out whether the service users find this worthful and quality and whether this service meets their needs were proven correct. The outcome of the survey and the list of suggested measures to be taken in order to improve the service might be found useful in optimizing the support employment service provided not only by p.c. MESADA Jindřichův Hradec, but also in its other branches in the region of South Bohemia.
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Quality of the catering services
Tatár, Dávid ; Hůlová, Marie (advisor) ; Kořánová, Helena (referee)
This study compares the quality of services in two specific restaurants at the hotel's facilities in the Czech Republic and the United Kingdom and according to quality characters suggests possible improvements. By using Ishikawa diagram study analyses gaps in tangible and intangible components of the services and provides a possibility for efficient improvement. Used check list was same in both countries, it evaluates customer satisfaction with services and suggests methods to eliminate deficienties and possible improvements in quality.
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