Service quality: a tutorial

Article Abstract:

Customer perceptions and the gap between perception and reality, which are affected by expectations, plays a vital role in the success of a service company. Marketing and operations should also be established as coordinated departments, with clear communication playing an important role. Moreover, services operations and service design necessitate standards, discipline and attention in order to attain effective and efficient operation. Ensuring technical quality and managing customer's quality perceptions are also needed to attain success.

Quality Control Management, Services industry, Service industries, Customer relations

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Applying survival analysis to operations management: analyzing the differences in donor classes in the blood donation process

Article Abstract:

The statistical process of survival analysis is suggested as a way of studying events. Survival analysis uses non-parametric, semi-parametric and parametric statistical techniques to calculate quantitatively the effect of independent variables on a dependent variable which represents the time duration between events. The benefits from using survival analysis are demonstrated by using it to analyze a blood donation procedure.

Operations research, Management science, Usage, Reports, Failure time data analysis

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The impact of design management and process management on quality: An empirical investigation

Article Abstract:

The effects of design management and process management on quality are examined.

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