Royston posted this in
change management on
March 17th, 2010
By Royston, on March 17th, 2010
The consulting process slides from my Kingston
Continue reading The Consulting Process – How to Run an Assignment
Royston posted this in
Operations on
March 13th, 2010
By Royston, on March 13th, 2010
SERVQUAL (Service Quality) is a self-administered questionnaire designed to measure how customers view/judge service quality. Parasuraman et al (1994) defined service quality as the degree of discrepancy between customers’ normative expectations for the service and their perceptions of the service performance.
Parasuraman made the assumption that customers judge service quality by making a comparison between their expectation of the service that they should receive and their perceptions of the service that they actually
Continue reading SERVQUAL – measuring service quality
admin posted this in
outsourcing on
March 5th, 2010
By admin, on March 5th, 2010
Lawmakers in more than 25 states and in the United States Congress have identified foreign outsourcing as a threat to US employment and prosperity. Legislators must ban federal or state contracts with companies that would outsource jobs to foreign
Continue reading Is foreign outsourcing of American jobs by American Companies immoral?
Royston posted this in
outsourcing on
March 5th, 2010
By Royston, on March 5th, 2010
Can risk be reduced by multishoring? – the latest buzz word in the outsource vocabulary does it mean anything or just there to
Continue reading Can risk be reduced by sourcing from multiple suppliers offshore?
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