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Service Quality
Nováková, Andrea ; Kala, Štěpán (advisor) ; Dana, Dana (referee)
This thesis deals with the evaluation of the quality of service in a selected subject, which is travel agency Čedok, Inc.
In the first part of the thesis the theoretical starting-points and characterized terms related to the issue of service quality are defined. To obtain information regarding the literature search was used literature and other resources freely available in electronic and printed character.
The second part includes a description of the company and analysis of the current state of the services provided by travel agencies using the methods of observation and survey. The method of Mystery Shopping uncovers weaknesses and is used as a feedback for further development. In the end of the thesis, there are some recommendations suggested for the company to improve service quality and increase customer satisfaction.
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Marketing strategy
Rosenbaumová, Klára ; Kala, Štěpán (advisor) ; Pavel, Pavel (referee)
This thesis describes a suggestion of a marketing strategy for a specific joinery company when it implements a new product on the market. This product is a wooden crate. The aim of the work is to identify individual marketing strategies as well as to set a new marketing mix. The whole work is compiled in a comprehensive process that provides instructions for suggestion of strategies in a way that the company has a precondition for survival on today's market.
There has been used marketing research in the practical part to find out satisfaction of customers with purchased crates, their requirements and opinions about he new product. By comparing the individual factors with competitors, there has been evaluated the company's position on the market thanks to which there have resulted possible points for improvement of company operations. Value chain analysis and 7S analysis have shown the strong and weak points which the company needs to focus on. Among other things, these analyzes have shown that the company uses an intermediary to sell the product and so loses a part of possible profits. It has further been found that the company still uses no promotion and therefore there have been proposed several low-cost forms of the product promotion. Marketing mix includes several action plans which can improve the company success on the market.
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Motivation as a leadership
Kavina, Daniel ; Fiedler, Jiří (advisor) ; Kala, Štěpán (referee)
This Bachelor Thesis focuses on motivation as a way of leading people. It deals with a research of motivation in relation to leading underlings from the point of view of a headworker, and searches for important motivation factors which could have an influence on employees´ work. The object of the study is to find out how important motivation is when leading people, and to focus on significance of motivation stimuli from the point of view of head workers. The theoretical part of the study deals with high-quality background literary researchwhich can provide adequate resource for the analytical - research part of this work. The theoretical resource includes information which enables us to understand better the general system of motivation from the point of view of head workers. The theoretical part emphasizes the choice of suitable literature allowing summary and comparison of important theoretical pieces of knowledge. The practical part of this Bachelor Thesis concentrates on thorough analyses of data collected through the qualitative research. The research was carried out by means of a controlled-interview method, with the interview outcomes recorded in structured questionnaires prepared in advance. The research sample group was formed by 8 respondents willing to have their interviews recorded. The interviews were followed by drawing concrete conclusions which summarize findings obtained from the research executed. The conclusion part of the study presents objective recommendations resulting from the research findings.
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Service Quality Management
Novotná, Nela ; Kala, Štěpán (advisor) ; Pavel, Pavel (referee)
The bachelor thesis deals with the quality assessment of a provided service. It is focused closely on providing a service of public transport in a particular city. The thesis uses methodological approach in marketing research of quality of services. It is based on the study of secondary data from sources of the service submitter and also from the publicly available information. Based on the analysis of acquired information, the way of acquiring primary data from consumers is determined. A questionnaire and a guided interview had been chosen as the way of inquiring the representative of transporting company. The questions in both processes of primary information acquisition were built on the transporting company quality standards. The assessment of provided service was carried out from the acquired information and the corrective actions were recommended. The corrective actions will lead to an improvement of the quality of the provided service.
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Service Quality
Mouleová, Michaela ; Kala, Štěpán (advisor) ; Pavel, Pavel (referee)
This bachelor thesis Quality Management Service is focused on the quality of the offering services of the insurance company Generali a.s., to its agency offices, regional offices, where there is provision of services retailer versus a customer. It looks at the region as a unit this insurance company.
The aim of the thesis is to analyze the current status respectively offering quality services at these locations both from a customer perspective and from the perspective of the seller and on the basis of this analysis in the form of completed survey investigation and data processing in the form of a survey to evaluate the collected data and information of which will be set up their own proposal and recommendation for improving the quality of offering services of the insurance company.
In the theoretical part are listed and partially itemized substantively individual concepts that are closely related to the topic Quality Management Services on the basis of which the procedural progress and quality of services according to the professional literature.
The practical part is focused on familiarization with the results and evaluate their own work in the form of implementation of a questionnaire survey among randomly selected respondents / customers and dealers Generali insurance a.s., zooming way how to create a questionnaire, the reason for this questions asked , evaluation of individual responses in the form of text and tables. On the basis of this method is done its own comparison of the results of the collected data in the written and graphical form, leading to the creation of its own proposal and recommendation for improving the provision of services of the insurance company.
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Service Quality
Kubelová, Zuzana ; Kala, Štěpán (advisor) ; Pavel, Pavel (referee)
The topic of Bachelor thesis is Service Quality. The thesis is focused on detection of the quality of services of chosen domestic operators O2, Vodafone and T-Mobile.
The goal of the thesis is to determine customer satisfaction with services provided by these mobile operators. From research to analyse data and to propose the recommendations for improving the quality of these services and increase customer satisfaction.
The first part defines the most important terms related to the issue of quality
of service and also defines the basic methods and techniques, which measure the quality
of service.
The second part briefly describes each subsequently analysis of the collected information gathered through questionnaires and also from the Mystery shopping at stores of each mobile operator. At the conclusion of the thesis are listed deficiencies identified individual mobile operators and subsequently submitted recommendations of O2, which would improve the services provided.
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Audit in system of firm quality
Benk, Petr ; Kala, Štěpán (advisor) ; Jaromír, Jaromír (referee)
The thesis titled Audit in system of firm quality is focused on acquiring basic knowledge and skills associated with the term audit, its definition, defining the principle and necessity in the context of integration into the company's organizational structure. It presents requirements on the auditor itself, the working methods used in the audit activities and claims on the processing of the audit report. Important is also familiarization with the actual quality management system, which is clearly becoming an important tool to obtain a competitive advantage on the market. Due to disagreement with the publication of the monitored entity's trade name, in terms of this thesis the author described the organization as the company D. By analysis of outcomes related to the implementation of internal audit quality management system were identified possible bottlenecks of the auditees. During the reporting period was found that approx. 30% of nonconformities is still repeating from previous audits, it clearly testifies to inefficient solution of measures for eliminating identified nonconformities. Based on these findings was performed an analysis of the causes and effects associated with the occurrence of recurrent nonconformities, where the most important causes are team identified. These causes in terms of importance were identified by Pareto analysis regarding to the process itself (the missing steps, identifying the beginning and the end, the distribution of nonconformities according to the importance, etc.). Subsequently was performed drafting of more efficient process model suitable for effective implementation of audits in system of firm quality. In a use of change management in the organization was the new process model put into practice, including performance of assessment, approval, implementation, verification and validation tasks. The benefit of this thesis is mainly the possible application of the modified process model of audit in system of firm quality, which allows rapid optimization of business processes and procedures.
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Marketing comunication in firm
Brožová, Veronika ; Kala, Štěpán (advisor) ; Pavel, Pavel (referee)
The main goal of the diploma thesis is to propose suitable recommendations in the
area of marketing communication of the company Costa Coffee on the basis of a questionnaire survey and data analysis. To accomplish the main goal of the thesis, logically
sequenced partial goals precede it. The theoretical part contains basic terms related to
marketing, marketing mix and marketing communication, especially communication mix
and targeted marketing. The practical part describes characteristics of the chosen café chain
and its marketing mix, which is inspected also in the closest competition companies. Also
analyzed is the external marketing environment of the coffee chain. The questionnaire
survey, which is aimed to identify suitable segments for setting most effective marketing
communication possible, follows. The suggestion for the optimization of marketing tools is
based on a research into consumption and medial behaviour and lifestyle of MML TGI
population. On the basis of the data gained in this research, the perception of promotions on
the level of individual segments is analysed. The conclusion, considering all the information
acquired in the research, contains a proposal for improving marketing activities, and green
coffee is suggested to be added to the café portfolio.
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The Importance of a Delegation for an Effective Management
Křížová, Denisa ; Horáková, Jana (advisor) ; Kala, Štěpán (referee)
In the first part, this thesis explains the important basics of (the topic) delegation. In the very beginning the thesis describes the terms management, manager and his responsibilities. Then the thesis goes trough a variety of management styles to the main topic of delegation, which is discussed in full details. At first it is important to clarify what delegation is and then it is going to describe the goals and obstacles of delegation. And the last topic explained is about communication.
The practical part follows, where each manager´s organization is described and it shows the position in the company´s infrastructure of each manager mentioned in the survey. Then there is an edited transcription of each interview that is about their daily processes and the significance of delegation. The transcribed interviews involve comments and evaluations. The last part is a recommendation of the best delegation practices according to the interviews.
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Service Quality
Konrádová, Michaela ; Kala, Štěpán (advisor) ; Marek, Marek (referee)
The aim of this thesis is based on conducted analyses and exploration to evaluate the quality of service of selected company ŠKODA AUTO followed by a drafting solution that will improve the quality of services.
In the theoretical part are defined basic terms of marketing, marketing services, quality of services and marketing research.
The practical part is started by a short description of the company, its history and current activities. Analysis and exploration are performed in Prague`s sales network of ŠKODA AUTO by using methods of Mystery Activity.
At the conclusion of the evaluation of research are identified weaknesses of ŠKODA AUTO and proposed measures to eliminate these deficiencies and thereby increase the quality of provided services.
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