diplomsko delo visokošolskega strokovnega študija Organizacija in management poslovnih in delovnih sistemov
Urška Smolič (Author), Matjaž Roblek (Mentor)

Abstract

Diplomsko delo se nanaša na področje procesa razvoja storitev. QFD metodo, katere osnovno načelo je osredotočenje na kupca, smo implementirali na področje gostinske dejavnosti, ki obsega pripravo in strežbo jedi in pijač ter nastanitev gostov (1. člen ZgoS-UPB2). Kot testno podjetje smo uporabili lokal Café Metropol. Predpostavili smo, da se lahko z uporabo QFD metode poveča zadovoljstvo strank. Zadovoljne stranke so tiste, ki zagotavljajo stalen promet in širijo dobro ime podjetja. S pomočjo anketnega vprašalnika smo raziskali trenutno zadovoljstvo strank lokala Café Metropol s trenutno ponudbo ter storitvijo. Nato smo s QFD metodo oblikovali spremembe v ponudbi.

Keywords

QFD metoda;hiša kakovosti;gostinska dejavnost;

Data

Language: Slovenian
Year of publishing:
Typology: 2.11 - Undergraduate Thesis
Organization: UM FOV - Faculty of Organizational Sciences
Publisher: [U. Smolič]
UDC: 658.5
COBISS: 7384339 Link will open in a new window
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Other data

Secondary language: English
Secondary title: CATERING INDUSTRY ANALYSIS BY USING QFD METHOD IN THE CASE OF CAFE METROPOL
Secondary abstract: This thesis refers to the process of the service development. We implemented the QFD method, whose basic principle is to focus on the customer, into the catering industry, which includes the preparation and serving food and drinks and accomodation of guests (Article 1 of the Zgo-UPB2). As an example we used the company Café Metropol. We have assumed that the use of QFD method will increase customer satisfaction. Satisfied customers are those that ensure permanent turnover and spread good publicity. Using a questionnaire, we have explored how satisfied the Café Metropol customers are with current offer and service. Using the QFD method we created changes in supply.
Secondary keywords: - QFD method - the House of Quality - catering industry - new service development;
URN: URN:SI:UM:
Type (COBISS): Bachelor thesis/paper
Thesis comment: Univ. v Mariboru, Fak. za organizacijske vede
Pages: 69 f.
ID: 8680612
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