Professional Documents
Culture Documents
GT, KS
8.
Service quality (3 Sessions) Defining service quality Measuring service quality Gaps in service quality Service quality design Foolproof Service Using Poka-Yoke Measures of Customer Satisfaction Achieving Service Quality
9. Six Sigma for Service Process Improvement (1 Session) Variation Six sigma: Process Capability, the cost of poor quality, metrics and Strategic Consistency DMAIC cycle 10.Yield Management (2 Sessions) Capacity Strategies Yield management Overbooking Pricing Implementation Issues
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