The CMMI Concept Import Service Level Appraisal Model
碩士 === 中國文化大學 === 資訊管理學系 === 101 === The purpose of this study is to check the quality of service process. For appraising the quality of service, to establish appraisal model which is different from commonly using Performance results for the rubric nowadays. To build the level concept of the CMMI in...
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ndltd-TW-101PCCU03960352016-03-23T04:14:08Z http://ndltd.ncl.edu.tw/handle/40320066347186891629 The CMMI Concept Import Service Level Appraisal Model CMMI概念導入服務階位評比模型 Chen, Yi-Cheng 陳奕誠 碩士 中國文化大學 資訊管理學系 101 The purpose of this study is to check the quality of service process. For appraising the quality of service, to establish appraisal model which is different from commonly using Performance results for the rubric nowadays. To build the level concept of the CMMI into the service level appraisal model in this study. Furthermore, to take SERVQUAL which is brought up by Parasuraman, Zeithaml and Berry as basic aspect of this study. And as question model of the service behavior. Combine both to build the service level appraisal model. The tested object of the model is the first line service staff in a well-known hotel in northern Taiwan. This is a self-assessment test mode. Question model is the description of the service behavior. To achieve the appraisal which covers the quality of the process. In the presentation of the results, the first line service staff will be given a level. Use radar chart to show the weakness of the process attributes in quality of service. And use the straight bar chart to show the advantages of the quality of service. Against the weaknesses for testers, give recommendation to maintain and enhance the quality of service. It is helpful for improving on quality of service to the service staff. The results of the test can also let the organization to decide the implementation of the OJT or Off JT on this service staff. And make a more efficient plan of education and training programs. Li, Yann-Liang 李彥良 2013 學位論文 ; thesis 64 zh-TW |
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碩士 === 中國文化大學 === 資訊管理學系 === 101 === The purpose of this study is to check the quality of service process. For appraising the quality of service, to establish appraisal model which is different from commonly using Performance results for the rubric nowadays. To build the level concept of the CMMI into the service level appraisal model in this study. Furthermore, to take SERVQUAL which is brought up by Parasuraman, Zeithaml and Berry as basic aspect of this study. And as question model of the service behavior. Combine both to build the service level appraisal model. The tested object of the model is the first line service staff in a well-known hotel in northern Taiwan. This is a self-assessment test mode. Question model is the description of the service behavior. To achieve the appraisal which covers the quality of the process. In the presentation of the results, the first line service staff will be given a level. Use radar chart to show the weakness of the process attributes in quality of service. And use the straight bar chart to show the advantages of the quality of service. Against the weaknesses for testers, give recommendation to maintain and enhance the quality of service. It is helpful for improving on quality of service to the service staff. The results of the test can also let the organization to decide the implementation of the OJT or Off JT on this service staff. And make a more efficient plan of education and training programs.
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author2 |
Li, Yann-Liang |
author_facet |
Li, Yann-Liang Chen, Yi-Cheng 陳奕誠 |
author |
Chen, Yi-Cheng 陳奕誠 |
spellingShingle |
Chen, Yi-Cheng 陳奕誠 The CMMI Concept Import Service Level Appraisal Model |
author_sort |
Chen, Yi-Cheng |
title |
The CMMI Concept Import Service Level Appraisal Model |
title_short |
The CMMI Concept Import Service Level Appraisal Model |
title_full |
The CMMI Concept Import Service Level Appraisal Model |
title_fullStr |
The CMMI Concept Import Service Level Appraisal Model |
title_full_unstemmed |
The CMMI Concept Import Service Level Appraisal Model |
title_sort |
cmmi concept import service level appraisal model |
publishDate |
2013 |
url |
http://ndltd.ncl.edu.tw/handle/40320066347186891629 |
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