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Qualitätsmodelle und -management für dienstleistungserbringende Unternehmen by Weber, Reinhard

Qualitätsmodelle und -management für dienstleistungserbringende Unternehmen

by Reinhard Weber
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Book cover type: Paperback
  • ISBN13: 9783668188143
  • Binding: Paperback
  • Subject: N/A
  • Publisher: Grin Verlag
  • Publisher Imprint: Grin Verlag
  • Publication Date:
  • Pages: 32
  • Original Price: USD 18.5
  • Language: German
  • Edition: 1. Auflage
  • Item Weight: 55 grams
  • BISAC Subject(s): Languages / General

Akademische Arbeit aus dem Jahr 2010 im Fachbereich Informatik - Wirtschaftsinformatik, Note: 1, Fachhochschule Wiener Neustadt, Sprache: Deutsch, Abstract: Ziel der vorliegenden Ausarbeitung ist die Einführung in verschiedene Methoden und Verfahren zur Messung und Sicherung von Servicequalität in der Dienstleistungsbranche sowie in ein ganzheitliches Qualitätsmanagement. Seit den 80er Jahren vollzieht sich ein Wandel zu einer stark serviceorientierten Gesellschaft. Wie der Vergleich von produzierenden Bereichen und Dienstleistungen in der Leistungs- und Strukturstatistik der Statistik Austria zeigt, überwiegt der prozentuale Anteil der Dienstleistungen in allen Bereichen gegenüber den produzierenden Sparten. Dennoch ist das Qualitätsmanagement (QM) in der klassischen Produktion wesentlich etablierter als im Bereich der Dienstleistungen. Während QM bei der Produktion in der Kontrolle der Fertigungsprozesse ansetzt und bis zur Übergabe des fertigen Produkts an den Kunden nachvollziehbare Daten und Messwerte liefert, findet eine Dienstleistung beim beziehungsweise am Kunden oder dessen Verfügungsobjekten statt und ist immateriell. Kontrollsysteme wie in der Produktion sind hier nicht einsetzbar. Qualität lässt sich nur im Nachhinein und meist auch nur subjektiv durch den Kunden selbst beurteilen.

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