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1. Employees doing something within a specified period of time as promised (e.g., fulfilling a promise to issue a licence within two days) 2. Employees showing a sincere interest in solving customers' problem 3. Employees performing the service right the first time 1. Employees doing something within a specified period of time as promised (e.g., fulfilling a promise to issue a licence within two days) 2. Employees showing a sincere interest in solving customers' problem 3. Employees performing the service right the first time APPENDIX 1 A Sample of Customer Survey Questionaire The minimum service level I can tolerate, out of 9 points, is: Low High 123456789 123456789 123456789 The service level 1 actually desire or hope for, out of 9 points, is: Low High 123456789 123456789 123456789 APPENDIX 2 A Sample of Provider Survey Questionnaire I think, the minimum service level my customers can tolerate, or which they consider adequate, out of 9 points, is: Low High 123456789 123456789 123456789 110 But, my Perception of the Actual Service I received from RTD is Low High 123456789 123456789 123456789 I think, the service level my customers actually desire or hope for, out of 9 points, is: Low High 123456789 123456789 123456789
REFERENCES Adam, E.E. Jr., J.C. Hershauer and W.A. Ruch, 1986. Productivity and Quality: Measurement as a means for improvement, 2d ed. Columbia, MO: College of Business & Public Administration, University of Missouri- Columbia. Babakus, Emin and W. Glynn Mangold, 1992. "Adapting the SERVQUAL Scale to Hospital Services: An Empirical Investigation." Health Services Research, vol. 26, no.6, pp. 767-786. Bitner, M.J. and A.R. Hubbert, 1994. "Encounter Satisfaction Versus Overall Satisfaction Versus Quality." In R.T. Rust and R.L. Oliver, eds., Service Quality: New Directions in Theory and Practice. Thousand Oaks: Sage Publications, pp. 72-94. Boulding, W., A. Kalra, R. Staelin and V Zeithaml, 1990. "A Dynamic Process Model of Service Quality: From Expectations to Behavioral Intentions." Journal of Marketing Research, vol. 30 (February), pp. 7-27 Carr, O.K. and I.D. Littman, 1993. Excellence in Government Arlington, VA: Coopers and Lybrand. Chase, R.B. and D.E. Bowen, 1991. "Service Quality and the Service Delivery System: A Diagnostic Framework." In S.W. Brown, E. Gummasson, B. Edvardasaon, eds., Service Quality: Multidisciplinary and Multinational Perspectives. Lexington, MA: Lexington Books. Crompton, J.L. and K.J. Mackay, 1989. "Users' Perceptions of the Relative Importance of Service Quality Dimensions in Selected Public Recreation Programs." Leisure Sciences, vol. 11, pp. 367-375. Crosby, Philip B., 1979. Quality is Free. New York: McGraw-Hill. —————, 1984. Quality With Tears: The Art of Hassle-Free Management. New York: McGraw-Hill. Czepiel, J.A., L.J. Rosenber and A. Akerele, 1974. "Perspective on consumer satisfaction." In R.C. Curhan, ed., 1974 Combined Proceedings. Serial Number 36. Chicago: American Marketing Association. 11
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PRODUKTIVm SUPPLIER DEVELOPMENT IN
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pRODUKnvm PENASIHAT Tuan Haji Ismai
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BIODATA OF RALIMOHD NOR Rali Mohd N
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The supplier development concept ha
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4. SCOPE AND LIMITATIONS OF THE STU
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Annual Master Plan (AMP) Long Range
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6.2 SELECTION OF SUPPLIERS The supp
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Cases/ Company Company A Company B
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Proton inherited the automobile tec
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such as of technical know-how, supp
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A point worth noting in the Malaysi
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finished products. In short, the JI
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Car Assembly Production © Reverse
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Appendix 1: Cost Breakdown of Proto
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Departments Procurement & Vendor De
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Average ration of share parts Produ
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Sako, M, (1992), "Prices, Quality a
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JUST-IN-TIME (JIT) PRINCIPLES AND S
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UJ UJ Figure 1.1: Existing Layout o
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At the University of Bradford (UOB)
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Presently, tools for all the machin
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2.3 Proposed Layout Improvement No.
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MC NO. Al A2 A4 A5 A6 47 A8 A9 A10
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Controller who plans the production
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Figure A4r i > \ 2 \l C c / ) 1.8 P
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Raw Mat. Store Tool Storage Area To
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above, the forklift is not required
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The remaining of the production los
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4.10 Set-up Time Reduction Saving T
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TABLE 2.2 Standard Price List for P
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5.3 Project Achievements The propos
Page 63 and 64: REFERENCES 1. Alaya, S.E.B.H., Elim
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Page 67 and 68: BIODATA OF ALIAS RADAM Alias Radam
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Page 71 and 72: country's dependence on chemical im
Page 73 and 74: distance ratio: OB/OF in order to m
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Page 79 and 80: Productivity Growth Measurement Two
Page 81 and 82: CONCLUSION Chemical related industr
Page 83 and 84: Chambers, R. (1988) Applied Product
Page 85 and 86: Maisom, A. (1995) "Total Factor Pro
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Page 91 and 92: Year 1983 1984 1985 1986 1987 1988
Page 93 and 94: TABLE 8 Malmquist Index, Technical
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Page 97 and 98: BIODATA OF DR. SHARIFUDDIN ZAINUDDI
Page 99 and 100: However, the extremely few existing
Page 101 and 102: SERVICE QUALITY MODEL According to
Page 103 and 104: Word of Mouth Communications CONSUM
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Page 107 and 108: who pay a nominal fee and received
Page 109 and 110: RESEARCH FINDINGS Hypothesis la: Ac
Page 111 and 112: TABLE 2 Manova and Paired Sample T-
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Page 117 and 118: McKinney, Jerome B., 1995. Understa
Page 119 and 120: SYMBOLISM AND BUSINESS EDGAR J. RID
Page 121 and 122: Once it is understood that we live
Page 123 and 124: must be eliminated because racism n
Page 125 and 126: which are people of color, out of t
Page 127 and 128: The productivity problems of Americ
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