Kundenzufriedenheit Als Herausforderung F R Management Und Controlling Unter Besonderer Ber Cksichtigung Der Balanced Scorecard
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Kundenzufriedenheit Als Herausforderung F R Management Und Controlling Unter Besonderer Ber Cksichtigung Der Balanced Scorecard
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Author : Martina Weisbeck
language : de
Publisher: diplom.de
Release Date : 2001-01-15
Kundenzufriedenheit Als Herausforderung F R Management Und Controlling Unter Besonderer Ber Cksichtigung Der Balanced Scorecard written by Martina Weisbeck and has been published by diplom.de this book supported file pdf, txt, epub, kindle and other format this book has been release on 2001-01-15 with Business & Economics categories.
Inhaltsangabe:Problemstellung: Die Schere zwischen Anspruch und Wirklichkeit klafft oft weit auseinander, besonders in bezug auf die Zufriedenheit des Kunden. Es entsteht fast der Eindruck, dass der Dienst am Kunden in weiten Teilen nicht mehr stattfindet; hier seien die Stichworte Bankautomaten, die Geld ausgeben und über Kontostände informieren und Selbsteintüten von Obst und Gemüse im Supermarkt genannt. Findet ein persönlicher Kontakt mit dem Kunden statt, so ist dieser oft eher mit Ärgernissen als mit positiven Erlebnissen belegt. Sicherlich gängige Negativbeispiele sind telefonische Annahmestellen, die ihre Kunden in lange Warteschleifen schicken, statt sich ihrer Probleme sofort anzunehmen, gleiches gilt für lange Warteschlagen an Information, Kasse, Warenausgabe oder für unfreundliches Personal. Wird der Kunde als durchlaufender Posten betrachtet, lässt sich dies nicht mit dem Gedanken der Kundenorientierung vereinbaren. Die Beispielliste von Negativ-Erlebnissen hinsichtlich des Kundenservices ließe sich an dieser Stelle beliebig fortsetzen. Im Rahmen des Deutschen Kundenbarometers erfasste das Emnid-Institut für das Jahr 1996 das niedrigste Niveau der Kundenzufriedenheit seit 1992. Wo der Kunde eigentlich König sein sollte, scheint er allenfalls toleriert zu werden. Kunde droht mit Auftrag soll in einigen Unternehmen schon zu einem geflügelten Wort geworden sein. Es scheint, dass die langfristige Problematik den Mitarbeitern im direkten Kundenkontakt oft nicht klar ist: Nur zufriedene Kunden kommen wieder und sichern so den Erfolg des Unternehmens und somit auch die Arbeitsplätze der Mitarbeiter. Voraussetzung für den langfristigen Erfolg eines Unternehmens ist die genaue Kenntnis der Wünsche und Erwartungen seiner Kunden. Damit zwingend verbunden ist eine kundenorientierte Organisation und zufriedenstellende Behandlung der Kunden. Zu berücksichtigen ist jedoch, dass eine einmal ermittelte Kundenzufriedenheit kein dauerhafter Garant sein kann. Vielmehr ist es wichtig, dass im Unternehmen permanent kundenorientiert gedacht und gehandelt wird. Die Kundenzufriedenheit als theoretisches Konstrukt wird häufig definiert als das subjektive Ergebnis eines individuellen psychischen Vergleichsprozesses zwischen den Erwartungen des Kunden und den vom Anbieter versprochenen Leistungen . Kundenzufriedenheit ist somit als positiv erlebte Diskrepanz zwischen erwarteter und erlebter Leistung zu verstehen. Da die Erwartungen des Kunden jedoch [...]
Mathematical Methods
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Author : Sadri Hassani
language : en
Publisher: Springer Science & Business Media
Release Date : 2013-11-11
Mathematical Methods written by Sadri Hassani and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2013-11-11 with Mathematics categories.
Intended to follow the usual introductory physics courses, this book contains many original, lucid and relevant examples from the physical sciences, problems at the ends of chapters, and boxes to emphasize important concepts to help guide students through the material.
Mechanical Shock
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Author : Christi Lalanne
language : en
Publisher: CRC Press
Release Date : 2020-01-16
Mechanical Shock written by Christi Lalanne and has been published by CRC Press this book supported file pdf, txt, epub, kindle and other format this book has been release on 2020-01-16 with Technology & Engineering categories.
The concepts in this book will provide a comprehensive overview of the current state for a broad range of nitride semiconductor devices, as well as a detailed introduction to selected materials and processing issues of general relevance for these applications. This compilation is very timely given the level of interest and the current stage of research in nitride semiconductor materials and device applications. This volume consists of chapters written by a number of leading researchers in nitride materials and device technology addressing Ohmic and Schottky contacts, AIGalnN multiple quantum well laser diodes, nitride vertical cavity emitting lasers, and ultraviolet photodetectors. This unique volume provides a comprehensive review and introduction to application and devices based on GaN and related compounds for newcomers to the field and stimulus to further advances for experienced researchers.
Process And Plant Safety
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Author : Ulrich Hauptmanns
language : en
Publisher: Springer
Release Date : 2014-08-13
Process And Plant Safety written by Ulrich Hauptmanns and has been published by Springer this book supported file pdf, txt, epub, kindle and other format this book has been release on 2014-08-13 with Technology & Engineering categories.
Accidents in technical installations are random events. Hence they cannot be totally avoided. Only the probability of their occurrence may be reduced and their consequences be mitigated. The book proceeds from hazards caused by materials and process conditions to indicating technical and organizational measures for achieving the objectives of reduction and mitigation. Qualitative methods for identifying weaknesses of design and increasing safety as well as models for assessing accident consequences are presented. The quantitative assessment of the effectiveness of safety measures is explained. The treatment of uncertainties plays a role there. They stem from the random character of the accident and from lacks of knowledge on some of the phenomena to be addressed. The reader is acquainted with the simulation of accidents, safety and risk analyses and learns how to judge the potential and limitations of mathematical modelling. Risk analysis is applied amongst others to “functional safety” and the determination of “appropriate distances” between industry and residential areas (land-use planning). This shows how it can be used as a basis for safety-relevant decisions. Numerous worked-out examples and case studies addressing real plants and situations deepen the understanding of the subjects treated and support self-study. Target groups Chemical and petrochemical industry, licensing authorities, testing and certification bodies, safety engineers, engineering , students of process, chemical and mechanical engineering as well as of industrial and engineering chemistry.
Recycling And Recovery Of Plastics
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Author : J. Brandrup
language : en
Publisher: Hanser Verlag
Release Date : 1996
Recycling And Recovery Of Plastics written by J. Brandrup and has been published by Hanser Verlag this book supported file pdf, txt, epub, kindle and other format this book has been release on 1996 with Technology & Engineering categories.
Sponsored by the European Commission-Institute of Prospective Technology Studies, the Association of Plastics Manufacturers in Europe, and the American Plastics Council, this handbook covers issues such as recycling-oriented design, ecobalances, collection and sorting of waste, various pre-treatment processes, and the logistics adapted to geographical circumstances.
Innovation Management For Technical Products
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Author : Walter Eversheim
language : en
Publisher: Springer Science & Business Media
Release Date : 2008-09-11
Innovation Management For Technical Products written by Walter Eversheim and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-09-11 with Technology & Engineering categories.
New ideas for new products are not enough for creating successful markets: Product Innovation means to manage the whole chain from invention to new and best selling products in market. This innovation roadmap has to be carefully and systematically planned and procured. There are a lot of methods for creativity, market analysis, evaluation, technology forecast, and decision gates available within this book. These methods and tools are brought together and their scopes of application as well as their limitations are shown. The whole tool kit of methods and decision models like market studies, value engineering, TRIZ or portfolio analysis and others are linked together to the overall Aachen Innovation Model (AIM). This handbook is to be used as an innovation management guide as well as an information source for nearly all methods and tools in the field of innovation for technical products. The complete Innovation Road Map is supported by an interactive, multiple user software tool "EDEN" on an ontology basis. Thus the user has not only access to the collected know how of the past, but can also contribute to growth of expertise within his or her enterprise.
Understanding Polymer Processing
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Author : Tim A. Osswald
language : en
Publisher: Carl Hanser Verlag GmbH Co KG
Release Date : 2018-01-16
Understanding Polymer Processing written by Tim A. Osswald and has been published by Carl Hanser Verlag GmbH Co KG this book supported file pdf, txt, epub, kindle and other format this book has been release on 2018-01-16 with Technology & Engineering categories.
This book provides the background needed to understand not only the wide field of polymer processing, but also the emerging technologies associated with the plastics industry in the 21st Century. It combines practical engineering concepts with modeling of realistic polymer processes. Divided into three sections, it provides the reader with a solid knowledge base in polymer materials, polymer processing, and modeling. "Understanding Polymer Processing" is intended for the person who is entering the plastics manufacturing industry and as a textbook for students taking an introductory course in polymer processing. It also serves as a guide to the practicing engineer when choosing a process, determining important parameters and factors during the early stages of process design, and when optimizing such a process. Practical examples illustrating basic concepts are presented throughout the book. New in the second edition is a chapter on additive manufacturing, together with associated examples, as well as improvements and corrections throughout the book. Contents: o Part I - Polymeric Materials This section gives a general introduction to polymers, including mechanical behavior of polymers and melt rheology o Part II Polymer Processing The major polymer processes are introduced in this section, including extrusion, mixing, injection molding, thermoforming, blow molding, film blowing, and many others. o Part III Modeling This last section delivers the tools to allow the engineer to solve back-of-the-envelope polymer processing models. It includes dimensional analysis and scaling, transport phenomena in polymer processing, and modeling polymer processes
Nonlinear Finite Element Methods
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Author : Peter Wriggers
language : en
Publisher: Springer Science & Business Media
Release Date : 2008-11-04
Nonlinear Finite Element Methods written by Peter Wriggers and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-11-04 with Technology & Engineering categories.
Finite element methods have become ever more important to engineers as tools for design and optimization, now even for solving non-linear technological problems. However, several aspects must be considered for finite-element simulations which are specific for non-linear problems: These problems require the knowledge and the understanding of theoretical foundations and their finite-element discretization as well as algorithms for solving the non-linear equations. This book provides the reader with the required knowledge covering the complete field of finite element analyses in solid mechanics. It is written for advanced students in engineering fields but serves also as an introduction into non-linear simulation for the practising engineer.
Ferrous Materials
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Author : Hans Berns
language : en
Publisher: Springer Science & Business Media
Release Date : 2008-08-26
Ferrous Materials written by Hans Berns and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2008-08-26 with Technology & Engineering categories.
Ferrous materials have made a major contribution to the development of modern technology. They span a tremendous range of properties and applications. Part A of this book is dedicated to the fundamental relationships between the structure and the properties of ferrous materials. The considerably larger Part B deals with standardised materials, recent developments and industrial applications, which also affect processing aspects. Details are given for general engineering materials, tool and functional materials, as well as high-strength, creep-resistant and wear-resistant grades. This book closes the gap in the treatment of steel and cast iron. Each chapter takes into account the gradual transitions between the two types of ferrous materials. The authors demonstrate that steel and cast iron are versatile and customisable materials which will continue to play a key role in the future.
Heat And Mass Transfer
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Author : Hans Dieter Baehr
language : en
Publisher: Springer Science & Business Media
Release Date : 2006-08-02
Heat And Mass Transfer written by Hans Dieter Baehr and has been published by Springer Science & Business Media this book supported file pdf, txt, epub, kindle and other format this book has been release on 2006-08-02 with Science categories.
This book provides a solid foundation in the principles of heat and mass transfer and shows how to solve problems by applying modern methods. The basic theory is developed systematically, exploring in detail the solution methods to all important problems. The revised second edition incorporates state-of-the-art findings on heat and mass transfer correlations. The book will be useful not only to upper- and graduate-level students, but also to practicing scientists and engineers. Many worked-out examples and numerous exercises with their solutions will facilitate learning and understanding, and an appendix includes data on key properties of important substances.