scholarly journals Development of competences of personnel of service and sales network of the Russian automobile companies in the context of requirements of the standard GOST P ISO 9001-2015

2017 ◽  
pp. 0-0
Author(s):  
Людмила Федоськина ◽  
Lyudmila Fedoskina
Keyword(s):  
Customer Service ◽  
Direct Interaction ◽  
Iso 9001 ◽  
Personnel Development ◽  
Job Responsibilities ◽  
Training Systems ◽  
Automotive Company ◽  
Functional Distribution ◽  
Definition Of

The personnel of the entities of corporate dealer network of automobile company have direct interaction with final consumers of products of the company, quality of the provided service and sales services and quality of process of customer service depends on the level of his competence. The new version of the standard GOST R ISO 9001-2015 contains a number of requirements for continuous competence development of personnel. Satisfaction of this requirement is possible on the basis of competence approach, within which came the development of a competency concept that reflects the most progressive scientific views on the development of staff competencies. Analysis of scientific literature allowed to reveal the feasibility of using the definition of the competence of employees of the dealer centers of the automotive company techniques based on the qualimetric assessment of personnel. Its application in combination with ranging of workers on the reached competence-based levels in relation to various categories of personnel will allow to increase justification of functional distribution of job responsibilities. It is revealed that forming and development of system of corporate training acts as the main form of personnel development of the modern entity of automotive industry. On the example of the Russian automobile companies it is shown that all of them have the operating training systems of personnel of service and sales network in the form of the organization of multi-profile training centers. However, only in recent years, these centres began to turn attention to the development of competences not only technical, but also the service personnel of the dealer centers. It is offered to expand an arsenal of the applied methods of personnel development of the entities of service and sales network of automobile company by means of more active application of the approaches used in foreign practice – Secondment and Shadowing. In article the short characteristic of these technologies is provided and the directions of their applied application in case of development of specific competences of personnel of the automobile dealer centers are proved.

scholarly journals Features of promotion services of entertainment enterprises

2020 ◽  
pp. 83-87
Author(s):  
O. V. Shpyrnya ◽  
E. A. Eremina ◽  
M. V. Koreneva
Keyword(s):  
Social Networks ◽  
Customer Service ◽  
Entertainment Industry ◽  
Tourism And Hospitality Industry ◽  
Tourism And Hospitality ◽  
Definition Of ◽  
High Level ◽  
The Relationship ◽  
Potential Customers

The article describes the main features of promoting the services of entertainment industry enterprises. The definition of entertainment services is given, a list of enterprises providing such services is indicated. The relationship between entertainment services and the development of the tourism and hospitality industry is revealed. Various options for promoting the services of entertainment industry enterprises are presented. Attention is paid to the importance of the process of branding the business of entertainment industry enterprises and maintaining a high level of quality of customer service. Particular attention was paid to additional elements of the marketing mix in promoting the services of entertainment industry enterprises. The basic methods of promoting services are examined, with particular emphasis on social networks VKontakte, Odnoklassniki, Instagram, Facebook. The prospects of organizing focus groups in social networks while promoting certain services in the entertainment industry are noted. It is concluded that technologies for promoting services in the entertainment industry contribute to expanding the number of potential customers, forming a group of regular customers, increasing interest from consumers, partners, and more.There is no conflict of interests.

Service and ergonomics of a hotel or how to survive in a competitive market

10.12737/8250 ◽  
2014 ◽  
Vol 8 (8) ◽  
pp. 70-81
Author(s):  
Светлана Казакова ◽  
Svetlana Kazakova
Keyword(s):  
Customer Service ◽  
Interior Design ◽  
Price Competition ◽  
Quality Service ◽  
Design Environment ◽  
Adequate Funding ◽  
Service Staff ◽  
To Come ◽  
Definition Of

This article describes service and ergonomics as a competitive advantages of the hotel. Currently, price competition goes by the wayside, while hotel guests pay more attention to the quality of service and design of the hotel. The materials of the article describe the conditions for the creation of high-quality service at the hotel: the participation of management, adequate funding, improving the quality of customer service, staff training, participation of all employees in the program of improving service, and also the article lists the qualities which, in the opinion of customers, should have the hotel staff. Physical characteristics (design) of the hotel also play an important role in getting the customer experience of staying at the hotel. Tourism is developing rapidly, people are traveling more and more, and requirements for their service become stricter. And now the hotel owners are starting to come up with "flavors", using different design tools that can make them stand out among other hotels to meet the needs and interests of clients, which is fundamental to the definition of "service". The complexity of the interior design of hotels is that there is the need to create a beautiful and comfortable design for guests, but at the same time it should be functionally efficiency. To solve such problems the science of ergonomics is suggested, which deals with fundamental aspects required in planning the design of a space, and therefore, is an integral part of quality service. The article describes the ergonomic requirements for the design environment of the hotel through anthropometric and color aspects, and also the author gives the definitions of "ergonomics", "service", "design", "anthropometry".

scholarly journals Quality of medical services: problems, evaluation and regulation

2015 ◽  
Vol 16 (3) ◽  
pp. 243-251
Author(s):  
Farida Yerdavletova ◽  
Temirkhan Mukhambetov
Keyword(s):  
Quality Management ◽  
Customer Service ◽  
Process Model ◽  
Process Approach ◽  
Medical Services ◽  
Medical Organization ◽  
Factors Affecting ◽  
Development Approach ◽  
Definition Of

One of the most acute problems in the healthcare industry – the problem of the quality of medical services. In this area, there is no established definition of medical services or approaches to quality management. The aim of the article is to analyze the existing definitions of “quality of medical services,” as well as development approach to managing medical organization. At the same time the management of the medical organization should be focused on ensuring the quality as the most important criterion for the organization. Methodology of the study is based on analysis and grouping of existing definitions of medical services, the factorial approach to evaluating the quality and organization of the process approach to management of the medical organization. Noting the versatility and diversity concepts of quality of care the authors suggest grouping of direct and indirect factors affecting the quality of medical services. However, it is important, according to the authors, to move from functional management to management based on the process approach, which provides better control over the processes of customer service. Is given process model of quality management of health services and highlights the main groups of processes in the medical organization.

Immunoferritin localization of intracellular antigens in positively stained frozen sections

1978 ◽  
Vol 36 (2) ◽  
pp. 168-169
Author(s):  
K. T. Tokuyasu
Keyword(s):  
Surface Tension ◽  
Water Surface ◽  
Thin Layers ◽  
The Other ◽  
Positive Staining ◽  
Frozen Sections ◽  
The Past ◽  
Ultrathin Frozen Sections ◽  
Definition Of

During the past investigations of immunoferritin localization of intracellular antigens in ultrathin frozen sections, we found that the degree of negative staining required to delineate u1trastructural details was often too dense for the recognition of ferritin particles. The quality of positive staining of ultrathin frozen sections, on the other hand, has generally been far inferior to that attainable in conventional plastic embedded sections, particularly in the definition of membranes. As we discussed before, a main cause of this difficulty seemed to be the vulnerability of frozen sections to the damaging effects of air-water surface tension at the time of drying of the sections.Indeed, we found that the quality of positive staining is greatly improved when positively stained frozen sections are protected against the effects of surface tension by embedding them in thin layers of mechanically stable materials at the time of drying (unpublished).

THE IMPLEMENTATION OF ISO 9001:2015 TO IMPROVE QUALITY OF SERVICE AT PUSAT KESIHATAN UNIVERSITI (PKU), UNIVERSITI UTARA MALAYSIA(UUM)

2018 ◽  
Vol 13 (Number 2) ◽  
pp. 67-77
Author(s):  
Anis Syamimi Abd Rahim ◽  
Mohd Norhasni Mohd Asaad
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Descriptive Statistics ◽  
Iso 9001 ◽  
Quality Of Services ◽  
Research Questions ◽  
Spss Software ◽  
The Relationship ◽  
Universiti Utara Malaysia

The purpose of this study is to review the implementation of ISO 9001:2015 in order to improve the quality of services at Pusat Kesihatan Universiti (PKU), Universiti Utara Malaysia. The respondents of this study were customers at the PKU, UUM. The questionnaire was distributed to 50 respondents. The data were analyzed using SPSS software version 24. The data were tested using descriptive statistics, and correlation analysis to answer the research questions and to achieve the objectives. The findings show that customers agree that implementation of ISO 9001:2015 give service at PKU, UUM is good and satisfied. Through the correlation test, the results showed that the relationship between the implementation of ISO 9001:2015 has a positive and significant impact on customer satisfaction and the effect of implementing ISO 9001:2015 has a positive and significant impact in improving quality of service at PKU, UUM.Through mean and standard deviation tests, results show that tangible dimensions are the main dimensions of customer satisfaction while dimensions with low values are dimensions of responsiveness.Therefore, all aspects of service in PKU, UUM will be strengthened and all aspects of the weaknesses could be addressed to improve the service in order to maintain good quality services.

Tingkat Kepuasan Nasabah Pada Bank Syariah Mandiri Cabang Bogor

2019 ◽  
Vol 4 (2) ◽  
pp. 34
Author(s):  
Priyo Wismantoro ◽  
Fika Dwiyanti
Keyword(s):  
Quality Of Service ◽  
Customer Satisfaction ◽  
Service Quality ◽  
Competitive Advantage ◽  
Customer Service ◽  
General Level ◽  
Customer Focus ◽  
Quality Improvements ◽  
Level Of Satisfaction

Business banking is a service business based on principles of trust and t5he customer is a major asset. Under conditions of business competition among banks strict bank that has resulted in only a competitive advantage (compatative advantage as well as a competitive advantage) who can reach the highest position in the eyes of cusmers or the public. Competitive advantage can be obtained from the quality of customer servicr, so the focus on customers (customer focus), responsive to the development of customer desires and continuously innovate is an acitivity that can be done to anticipate the cimpetitive conditions. In this case, the bank should always evaluate the quality of service given to customers and is reflected in the level of customer satisfaction obtained. Rate the quality of service branch of bank syariah mandiri bogor whole is still under service, because it still was below expectations, this is evident also that the general level of service is still not meeting customer expectations, because the level of hope (expectation0 the customer is generally higher than the level of performance (perfromance) or perception(perception)customer.        Empathy dimension of service quality dimensions are most critical or have any impact on the most powerful influence on the level of satisfaction. In this case, the willingness og bank syariah mandiri branch bogor provide individual attention in serving its clients is crucial. Empathy dimension attributes inclide individual attention, operational time , personal attention, giving interests, and understand the needs. These attributes is the main priority of service quality improvements are intensive and comprehensive.           Customer service strategy to be implemented by the management of bank syariah mandiri in perspective five dimensioris of service quality(tangibles, realiability,responsiveness, assurance and empathy) looks not optimal. In an effort to provide the best service (service excellence) and focus to the customer(customer focus), then the customer satisfaction can be obatained with significantly improved and the improvement of quality of serivice aspects and impticalions of the strategy need to be consldered

The Influence Of The Led Luminaires Electrical Parameters On Their Correlated Colour Temperature During Operation Mode

2020 ◽  
pp. 89-96
Author(s):  
Sergei S. Kapitonov ◽  
Alexei S. Vinokurov ◽  
Sergei V. Prytkov ◽  
Sergei Yu. Grigorovich ◽  
Anastasia V. Kapitonova ◽  
...  
Keyword(s):  
Operation Mode ◽  
Light Sources ◽  
Electrical Parameters ◽  
Colour Temperature ◽  
Radiation Spectra ◽  
Service Period ◽  
Close Proximity ◽  
Definition Of ◽  
Comprehensive Study

The article describes the results of comprehensive study aiming at increase of quality of LED luminaires and definition of the nature of changes in their correlated colour temperature (CCT) in the course of operation. Dependences of CCT of LED luminaires with remote and close location of phosphor for 10 thousand hours of operation in different electric modes were obtained; the results of comparison between the initial and final radiation spectra of the luminaires are presented; using mathematical statistics methods, variation of luminaire CCT over the service period claimed by the manufacturer is forecast; the least favourable electric operation modes with the highest CCT variation observed are defined. The obtained results have confirmed availability of the problem of variation of CCT of LED luminaires during their operation. Possible way of its resolution is application of more qualitative and therefore expensive LEDs with close proximity of phosphor or LEDs with remote phosphor. The article may be interesting both for manufacturers and consumers of LED light sources and lighting devices using them.

KUALITAS PELAYANAN IZIN MENDIRIKAN BANGUNAN (IMB) RUMAH TINGGAL DI KECAMATAN KRAMAT JATI JAKARTA TIMUR

2015 ◽  
Vol 1 (2) ◽  
pp. 101
Author(s):  
Della Arumnitas Sudrajat ◽  
R. Akhmad Munjin ◽  
Irma Purnamasari
Keyword(s):  
Descriptive Analysis ◽  
Direct Interaction ◽  
Sampling Technique ◽  
Service Process ◽  
Improve Quality ◽  
Quality Service ◽  
Building Permit ◽  
Service Building ◽  
Theory Framework

This study aims to determine how service quality of Building Permit in District Kramat JatiResidential, East Jakarta. The population in this research is 48 people in the district who filed a Keramat Jati Residential petition. The method used in this research is descriptive analysis. The sampling technique used in this study is Incidental Sampling, which sampling technique by coincidence, that anyone who by chance met with the researchers can be used as a sample, which is deemed suitable by research. Then the amount used as many as 48 people. Theory framework used in this study is Ratminto and Winarsih 2006. Service is an activity or a description of the activities that take place in the direct interaction between a person with another person or machine physically and provide customer satisfaction. The result is that the services provided by the Kramat Jati’s subdistrict officer for the community applicant Building Permit Residential, located in the Good criteria with interpretation number is 3.52. The conclusion of this study is still a lack of discipline of officers in the service process that makes the event of delay that hinder the implementation of the applicant service Building Permit Residential, the researchers recommend the discipline of officers need to be improved so that every service process can run well and can improve quality of care provided to the public.Keywords : Quality Service, Building Permit, the Applicant Building Permit

Assessment of multimorbidity of diseases in geriatric practice

2020 ◽  
pp. 17-21
Author(s):  
Mark Oprenko
Keyword(s):  
Quality Of Life ◽  
The Core ◽  
Definition Of

The definition of the multimorbidity concept reveals insufficient specificity of the comorbidity and multimorbidity definitions and, as a result, confusion in the use of these terms. Most authors are unanimous that the “core” of multimorbidity is presence of more than one disease in a patient. These coexisting diseases can be pathogenetically interconnected and non-interconnected. Regardless, the degree of multimorbidity always affects prognosis and quality of life.

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