The CMMI Concept Import Service Level Appraisal Model

• Main Authors: Chen, Yi-Cheng, 陳奕誠
• Other Authors: Li, Yann-Liang
• Format: Others
• Language: zh-TW
• Published: 2013
• Online Access: http://ndltd.ncl.edu.tw/handle/40320066347186891629

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.