PhD, EngD, MPhil and MSc by research theses (SIMS)

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Browsing PhD, EngD, MPhil and MSc by research theses (SIMS) by Course name "MSc"

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    Harnessing Service Quality Guidelines to achieving Service Excellence
    (2005-09) Davoudi, M.; Soltan, Hossein
    Organisations everyday, are faced with the pressure of business forces and their health lies in correctly harnessing them and in order to effectively neutralise the effect of these forces to their advantage they use management guru’s frameworks such as Porter and Downes (see chapter 2). In this era one of the most important business forces affecting organisations is the customers’ expectation of a better service and in today’s competitive market dealing with service simply means success or failure. However very few organisations are currently meeting customers’ expectations of service, especially those within the SME market, who: • Have loose customer service policies • Do not view service as a major force • Have not developed a culture for service By highlighting the importance of service as a force and using other organisations as benchmark for developing a service guideline, the author has developed a number of steps to help organisations build a foundation to an effective service culture that is part of the organisational DNA. These guidelines are to be meshed with current strategies and culture that an organisation may have in order to be fully effective. The author indicates that the guideline (see chapter 5) must be used as the basis of this cultural development and further studies into each section of the guideline must be conducted in order to fully utilise the benefits of each area.
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    Lead-time reduction and improving the operating efficiency
    (1999-09) Lestos, Simeon; Baines, Tim
    For a successful manufacturing company to consistently realise success invariably requires the organisation to find new methods of achieving competitive advantages. Today time is on the cutting edge and represents one of the most determinants of leading companies. This project is a part of an ongoing effort to sustain a competitive position and thus maintain company prosperity especially with new competitors entering the European Community (EU). Additionally reduced lead-time at Hephaestus S.A., will lead to reduced operating costs, which will enhance the profitability of this company. The aim of this project is to develop a generic tool based on the knowledge gained from a literature research into formal methodologies for reducing leadtime. This generic tool was tested by its application to the activities of Hephaestus S.A., and investigated how problems areas can be addressed. Finally recommendations have been made to Heaphaestus S.A. for reducing its lead-time and improving its operating efficiency