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You searched Library Catalogue - Title: Dear me and other tales from my native Sweden
Call Number (WOU) SP CEMBA 2017 49
Author Ong, Gui Sen
Title Towards introduction of a standard operating procedure by a quality improvement program in an equipment distributor – a case study of AlphaBetaGamma Sdn Bhd / Ong Gui Sen
Abstract AlphaBetaGamma Sdn Bhd, an industry equipment distributor based in Klang Valley, would like to implement quality improvement program in the firm, which started with introduction of Standard Operating Procedure in soley equipment sales department first. ServQual five dimension, Tangibles, Responsiveness, Reliability, Assurance and Empathy had been used as fundamental to assess existing service quality level provided. After first round of personal interview flaw had been identified and SOP had been tailored and implement. After second round of interview the comparison of perception on service quality before and after SOP is implemented is suprisingly good, which mean SOP had been succesfully to improve service quality provided by AlphaBetaGamma Sdn Bhd, further more increase on customer satisfaction index and shall further lead to customer loyalty towards case-firm.
Notes Final project report submitted in partial fulfilment of the requirements for the Degree of Master of Business Administration (CeMBA)
Publisher/Year Penang : School of Business and Administration, Wawasan Open University, 2017
Subject Operating standard.

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