Mehka SERVQUAL analiza letalskih storitev

This study is aimed at measuring and summarizing the perceived and expected service quality of passengers of an international airline and to provide the passengers\u27 opinions to the decision makers employing fuzzy logic. The appropriate fuzzification procedure was determined to be the trapezoidal membership function. Using SERVQUAL methodology, the optimal fuzzy interval of the gap scores was determined for each item. The interpretations of these fuzzy intervals were categorized into three areas - optimistic, neutral and pessimistic passenger views - to assist the decision makers in identifying which items of services are satisfactory and which are in need of improvement.Cilj te študije je merjenje in analiziranje dosežene in pričakovane kakovosti potniških storitev mednarodne letalske družbe in posredovanje mnenj potnikov s pomočjo mehke logike tistim, ki sprejemajo odločitve. Za mehko proceduro je bila kot primerna sprejeta trapezoidna članska funkcija. Z uporabo servqual metodologije je bil za vsako postavko določen optimalen mehki interval razpona zadetkov. Interpretacije teh mehkih intervalov so bile razporejene v tri področja – optimistična, nevtralna in pesimistična mnenja potnikov – s čimer naj bi pomagali tistim, ki sprejemajo odločitve, pri določanju tega, katere storitve so zadovoljive in katere potrebujejo izboljšave

Performance improvement in services business and model proposal for hospitals

Günümüz ekonomik yapısı içinde hizmet işletmelerinin önemi ve aldıkları pay her geçen gün artmaktadır. Hizmet işletmeleri içinde de hastanelerin, sundukları hizmetin insan hayatı ile ilgili olması nedeniyle önem dereceleri bir kat daha artmaktadır. Hastaneler ve diğer hizmet işletmeleri, rekabette ayakta kalabilmek için rakiplerle arasında fark yaratacak şekilde kurumsal performanslarını iyileştirme yönünde çaba sarf etmelidirler. Bu amaçla kullanılabilecek araçlardan biri de stratejik performans yönetimi olmalıdır. Bu çalışmada stratejik performans yönetiminin bir hizmet işletmesi olan hastanelerde nasıl uygulanacağı üzerinde durulmakta ve hastane yönetiminde lider ülkelerden olan Amerika Birleşik Devletleri 'nde faaliyet gösteren bir hastanedeki uygulamaya yer verilmektedir. Stratejik performans yönetimi hastanelerin vizyona odaklı bir yönetime sahip olmalarını, stratejik amaçlar ve performans göstergeleri ile vizyonu ölçülebilir hale getirmelerini, hastanelerin ve diğer hizmet işletmelerinin sistem dinamiklerine uygun performans göstergeleri belirlemelerini savunmaktadır. Performans göstergelerinin belirlenmesinde geleneksel sistemlerde olduğu gibi, fınansal göstergelere odaklanmaktan kaçınılmalı, kurumsal performans fınansal konular yanında, müşteri ve çalışan memnuniyeti, süreçler, tedarikçiler, tıbbi çıktılar ile öğrenme ve yaratıcılık gibi diğer ana performans alanlarına da odaklanmalıdır. Ayrıca performans göstergelerinin belirlenmesinde bilimsel yöntemler uygulanmalı, alt fonksiyonlar kendi içlerinde değerlendirilmeli, sadece içsel analizlere odaklanmaktan kaçınılmalı ve kurumun bulunduğu pazarın dinamikleri de dikkate alınmalıdır. Tüm bunların yanında, gerek stratejik performans yönetiminin bütününde gerekse performans göstergelerinin belirlenmesinde hizmet işletmelerini üretimden ayıran özellikler ve hizmet işletmelerinin kendi sistem dinamikleri de göz önünde tutulmalıdır. Bu sayede oluşturulacak yönetim sistemi ile hastanelerin ve diğer hizmet işletmelerinin kurumsal performanslarını iyileştirme, dolayısıyla pazarda ayakta kalmaları ve rekabet avantajı elde etmeleri için gerekli ortam hazırlanmış olacaktır.The importance of services businesses and their share in the current economic structure increase day by day. Also, the importance of hospitals in services businesses increases more and more because hospitals' services are related to human being life. Hospitals and the other service businesses should strive to improve their corporate performance for creating the difference between them and their competitors in order to stand up to competitive environment. One of the tools that can be used for this purpose should be the strategic performance management. In this Ph.D. thesis, it is searched how to use strategic performance management in the hospitals, which are a service business, and it is applied in an American hospital, which delivers health care service in one of the leader countries in the hospital management. Strategic performance management defends that hospitals should have a vision-focused management, should make vision measurable with their strategic goals and performance indicators, should determine performance indicators that are appropriate for hospitals and the other service businesses' system dynamics. In determining of performance indicators, it should be avoided focusing on just financial indicators. Corporate performance should focus on the other main performance areas, like customer and employee satisfaction, processes, suppliers, medical outcomes, learning and innovation, beside financial subjects. Also, scientific methods should be used in determining of performance indicators, sub-functions should be evaluated in their own structure, it should be avoided just focusing on internal or inner analysis, and market dynamics should be taken into consideration. Besides of all, in both the entire process of strategic performance management system and determining of performance indicators, characteristics that seperate service businesses from manufacturing and service businesses' system dynamics should be considered, too. Thanks to this management system, hospitals' and the other service businesses' corporate performance will be improved, consequently, the required features for taking competitive advantage and remaining standing in market will be ready for them

Mehka SERVQUAL analiza letalskih storitev

This study is aimed at measuring and summarizing the perceived and expected service quality of passengers of an international airline and to provide the passengers’ opinions to the decision makers employing fuzzy logic. The appropriate fuzzification procedure was determined to be the trapezoidal membership function. Using SERVQUAL methodology, the optimal fuzzy interval of the gap scores was determined for each item. The interpretations of these fuzzy intervals were categorized into three areas - optimistic, neutral and pessimistic passenger views - to assist the decision makers in identifying which items of services are satisfactory and which are in need of improvement.Cilj te študije je merjenje in analiziranje dosežene in pričakovane kakovosti potniških storitev mednarodne letalske družbe in posredovanje mnenj potnikov s pomočjo mehke logike tistim, ki sprejemajo odločitve. Za mehko proceduro je bila kot primerna sprejeta trapezoidna članska funkcija. Z uporabo servqual metodologije je bil za vsako postavko določen optimalen mehki interval razpona zadetkov. Interpretacije teh mehkih intervalov so bile razporejene v tri področja – optimistična, nevtralna in pesimistična mnenja potnikov – s čimer naj bi pomagali tistim, ki sprejemajo odločitve, pri določanju tega, katere storitve so zadovoljive in katere potrebujejo izboljšave

Improving service quality in highway passenger transportation: a case study using quality function deployment

The highly competitive market conditions in the passenger transportation industry pressure service provider firms to adopt an attitude of customer-oriented service quality. Even though the service quality of passenger transportation has been a concern in the literature, how the service quality of highway passenger transportation systems could be improved using a systematic approach has not been investigated. Using Quality Function Deployment (QFD), this is the first attempt to improve the quality of highway passenger transportation services. The analysis reveals that the passengers' most important expectations are employees' empathetic approach toward customers, technical specifications of buses, error-free services, and competent employees. Additionally, the most important technical requirements are employee-oriented technical requirements, technical specifications of buses, and error-free services in highway passenger transportation

Performance Leadership

A fearsome aspect of management is the performance appraisal. It has become a byword for unfairness and irritation among employees. Some management writers are even proposing in doing away with it. We agree that the current method of appraisal is unsustainable and counterproductive. In this book, we discuss Performance LeadershipTM – the idea of leading employee performance, which should be the focus of management. Just doing appraisal or evaluation is not enough. Managers must incorporate the entire model of performance management and use it to lead within their workgroup, department, or organization. We walk managers through the steps of Performance Leadership, discussing the benefits and pitfalls of each step. The idea of making performance management work as a leadership style is new and simple, but it takes dedication to complete the task. This book is valuable for supervisors, managers, human resource staff, and others – anyone who needs to manage performance