Download or read book Gestion de la circulation et qualit de service written by and published by . This book was released on 2000 with total page 100 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Gestion de la qualit de service written by Bruno Fouquet and published by . This book was released on 2000 with total page 251 pages. Available in PDF, EPUB and Kindle. Book excerpt: Améliorer les performances du système d'information de l'entreprise. Gérer son infrastructure réseau pour en optimiser les coûts, améliorer les niveaux de service des applications stratégiques, développer la relation client/fournisseur en fixant des engagements de services, planifier l'évolution du système d'information en fonction de la stratégie globale de l'entreprise, tels sont les objectifs des solutions de mesure et de gestion de la qualité de service. Mettre en œuvre une politique de mesure et de gestion de la qualité de service. Après une présentation des notions de qualité de service et de contrat de service entre client et fournisseur, l'auteur passe en revue les métriques et les outils adaptés à la mesure de la qualité de service des réseaux locaux et étendus, des serveurs et des applications, des centres d'appel, des intranets et sites e-commerce, etc. La dernière partie de l'ouvrage, illustrée de deux études de cas, décrit les étapes de mise en place d'une solution complète de gestion de la qualité de service : modélisation, choix d'un outil de mesure, tableaux de bord et présentation des données au format Web, gestion des alertes et datamining, etc. A qui s'adresse le livre ? Aux responsables des départements réseau et informatique qui doivent planifier et justifier l'évolution de l'infrastructure dont ils ont la charge, et dont la tâche est d'élaborer un contrat de qualité de service avec leurs utilisateurs ou fournisseurs. Aux chefs de projets (réseaux et télécoms, applications Web ou intranet, helpdesks, etc.), qui doivent assurer le contrôle de la qualité de service de leurs architectures matérielles et logicielles. Aux ingénieurs réseau, système et applications, qui acquerront une expertise sur les méthodes de mesure des performances et de supervision des niveaux de service.

Download or read book Le processus de management de la qualit des services written by Pierre Filiatrault and published by Montréal : Université du Québec à Montréal, Centre de recherche en gestion. This book was released on 1994 with total page 20 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Le management de la qualit des services un processus continu written by Jean-Charles Chebat and published by Montréal : Université du Québec à Montréal, Groupe de recherche en gestion des services. This book was released on 1991 with total page 40 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book La qualit et la gouvernance des donn es au service de la performance des entreprises written by BERTI-EQUILLE Laure and published by Lavoisier. This book was released on 2012-09-14 with total page 402 pages. Available in PDF, EPUB and Kindle. Book excerpt: La bonne qualité des données est aujourd'hui la clé de voûte de toute organisation. La gestion et l'amélioration de cette qualité sont des tâches coûteuses et difficiles, mais néanmoins incontournables. Cet ouvrage propose une étude des différents outils et démarches qui assistent les spécialistes de la qualité et de la gouvernance des données. À travers les expériences de la communauté francophone animée par l'association ExQI (Excellence Qualité, Information), il présente, avec pédagogie et pragmatisme, un panorama des concepts-clés de la gestion de la qualité des données et leurs déclinaisons dans les entreprises (Business Intelligence, Data QualityManagement, Key Performance Indicator, Model Driven Engineering, Master Data Management, etc.). Des solutions théoriques et techniques performantes sont détaillées et de nombreux retours d'expérience permettent d'illustrer les bonnes pratiques à adopter. Mêlant contributions industrielles et académiques, cet ouvrage est un outil de référence en langue française sur la qualité et la gouvernance des données en entreprise.

Download or read book La gestion de la qualit dans les entreprises de service written by Benoît Paquin and published by . This book was released on 1991 with total page 740 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Education and Research for Marketing and Quality Management in Libraries La formation et la recherche sur le marketing et la gestion de la qualit en biblioth que written by Réjean Savard and published by Walter de Gruyter. This book was released on 2013-02-07 with total page 340 pages. Available in PDF, EPUB and Kindle. Book excerpt: The International Federation of Library Associations and Institutions (IFLA) is the leading international body representing the interests of library and information services and their users. It is the global voice of the information profession. The series IFLA Publications deals with many of the means through which libraries, information centres, and information professionals worldwide can formulate their goals, exert their influence as a group, protect their interests, and find solutions to global problems.

Download or read book La gestion de la qualit du service client written by Ouajih Ben Arous and published by . This book was released on 2015 with total page pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Documentation information connaissances written by Eric Sutter and published by Association des professionnels de l'information et de la documentation. This book was released on 2002 with total page 330 pages. Available in PDF, EPUB and Kindle. Book excerpt: Présente les principes de la démarche qualité appliquée aux produits et services d'information et de documentation. Montre que la carte qualité est un atout majeur pour conquérir de nouveaux clients ou usagers.

Download or read book Management de la qualit et de la performance written by Jacques Ségot and published by BoD - Books on Demand France. This book was released on 2011 with total page 166 pages. Available in PDF, EPUB and Kindle. Book excerpt: Quels référentiels choisir ? Quelles méthodes adopter ? Quels outils mettre en place ? Ce livre décrit et analyse les principaux référentiels (ISO 9001, ISO 14001, ISO 31000, ISO 26000, EFQM, Investors in People, normes de service.), méthodes et outils (diagramme des affinités, Pareto, 5S, tableau de bord, Lean, Six Sigma.) du management de la qualité et de la performance. 25 référentiels, outils et méthodes décryptés par 14 experts au regard pragmatique, issu du terrain et loin des analyses « hors sol » proposées habituellement. Une petite histoire de la qualité et une description de ses acteurs en France (normalisateurs et certificateurs) viennent introduire et compléter cet ouvrage. Un livre simple et facile d'accès, indispensable pour tous ceux qui, dans le cadre de leurs études ou dans leur fonction en entreprise, sont amenés à croiser le chemin de la qualité et de la performance. Un ouvrage pédagogique, simple et didactique !

Download or read book Total Quality Service written by D.H. Stamatis and published by Routledge. This book was released on 2018-12-12 with total page 342 pages. Available in PDF, EPUB and Kindle. Book excerpt: Total Quality Service rises to the business challenge of the 90s. It explains in the most concise terms possible the principles of TQS. The research stands-most unhappy customers do not complain. Instead, they never again buy from businesses that just once left them unsatisfied. What then is TQS? In the simplest terms, it is the true commitment to operationalizing the concept of customer focus, establishing service performance standards, measuring performance against benchmarks, recognizing and rewarding exemplary behavior, and maintaining enthusiasm for the customer at all times. Companies that do not provide quality service not only won't compete-they won't exist. Let Total Quality Service put you and your employees on the cutting edge of customer satisfaction.

Download or read book Proceedings of the 11th Toulon Verona International Conference on Quality in Services written by Rocco Moliterni and published by Firenze University Press. This book was released on 2008 with total page 889 pages. Available in PDF, EPUB and Kindle. Book excerpt: The Toulon-Verona Conference was founded in 1998 by prof. Claudio Baccarani of the University of Verona, Italy, and prof. Michel Weill of the University of Toulon, France. It has been organized each year in a different place in Europe in cooperation with a host university (Toulon 1998, Verona 1999, Derby 2000, Mons 2001, Lisbon 2002, Oviedo 2003, Toulon 2004, Palermo 2005, Paisley 2006, Thessaloniki 2007, Florence, 2008). Originally focusing on higher education institutions, the research themes have over the years been extended to the health sector, local government, tourism, logistics, banking services. Around a hundred delegates from about twenty different countries participate each year and nearly one thousand research papers have been published over the last ten years, making of the conference one of the major events in the field of quality in services.

Download or read book Quality Management for Services written by Manfred Bruhn and published by Springer Nature. This book was released on 2023 with total page 645 pages. Available in PDF, EPUB and Kindle. Book excerpt: This book provides assistance for ensuring and increasing service quality. Manfred Bruhn presents a holistic, scientifically based approach to quality management for services, which is consistently oriented to the management process with the phases of analysis, planning, control, implementation and controlling of quality management. Core parts of the book are procedures for measuring service quality, instruments for controlling quality and expectation management, the implementation of quality management based on ISO 9000 ff. standards as well as the EFQM model, and comprehensive quality controlling to ensure effectiveness and efficiency. In the previous editions to date, the work has evolved into a handbook and can be used as a reference work for the various topics of quality management for services. Individual topics of quality management or the respective chapters can be worked through independently of each other. The contents Principles of quality management for services Analysis of service quality Planning and control of quality management for services Implementation of quality management for services Quality controlling for services The author Prof. Dr. Dr. h.c. mult. Manfred Bruhn is Professor of Business Administration, in particular Marketing and Corporate Management, at the Faculty of Business and Economics of the University of Basel (Switzerland) and Honorary Professor at the Technical University of Munich (Germany). The translation was done with the help of artificial intelligence. A subsequent human revision was done primarily in terms of content.

Download or read book D marche d am lioration continue de la qualit written by CHUM. Service de gestion de la qualité and published by [Montréal] : CHUM, Service de gestion de la qualité. This book was released on 2003 with total page 24 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book LE MANAGEMENT DE LA QUALITE ET LA SATISFACTION DE LA CLIENTELE written by Patrick Eugene KAMDEM and published by . This book was released on 2010-12 with total page 132 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Les pratiques de management de la qualit des services perceptions des dirigeants written by Pierre Filiatrault and published by Montréal : Université du Québec à Montréal, Centre de recherche en gestion. This book was released on 1996 with total page 28 pages. Available in PDF, EPUB and Kindle. Book excerpt:

Download or read book Quality Management Customer Satisfaction and Service and Government Commercialization Sessions written by and published by . This book was released on 1995 with total page 384 pages. Available in PDF, EPUB and Kindle. Book excerpt: