A systemic design for mass customized service delivery in higher education institutions
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A systemic design for mass customized service delivery in higher education institutions
A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm £=£L=4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOM A systemic design for mass customized service delivery in higher education institutionsMIZED SERVICEDELIVERY IN HIGHER EDUCATION INSTITUTIONS5ff ÍÉ ■ Pham Thuy Duong1e-Theses& Dissertations (2019)A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITl HONSCHAPTER IINTRODUCTIONrhe objective of this chapter is to present an overview of the present research. Il A systemic design for mass customized service delivery in higher education institutionsl order lo accomplish this objective, this chapter is organized as follows: Section 1.1 presents the background of the research; Section 1.2 hightlighA systemic design for mass customized service delivery in higher education institutions
ts the significance of the study and definitions of key terms; Section 1.3 presents the major contributions of the present research to the fields of sA SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm £=£L=4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOM A systemic design for mass customized service delivery in higher education institutionsives of the study and motivation; Section 1.6 proposes the theoretical framework; Section 1.7 provides a brief description of the research approach to the dissertation: Finally, Section 1.8. presents the delimitations of the study.2e-Theses & Dissertations (2019)A SYSTEMIC DESIGN FOR MASS CUSTOMIZED A systemic design for mass customized service delivery in higher education institutions SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1.1. Research backgroundThe World Declaration on Higher Education highlights the need to develop stuA systemic design for mass customized service delivery in higher education institutions
dent sen ices worldwide. It is imperative that higher education institutions (HEIs) provide services and programs that promote the quality of student A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm £=£L=4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOM A systemic design for mass customized service delivery in higher education institutionsice operationalization. The major functions of student services and administrations in any universities include admission, academic registry, fees and finance affairs, international affairs, central examinations, graduations, timetabling, customer services for students, and student information syste A systemic design for mass customized service delivery in higher education institutionsm. Most of HEIs have identified the mission to provide the highest quality service to students due to student centricity approach. To implement this mA systemic design for mass customized service delivery in higher education institutions
ission in reality however is a challenge for universities where there is an increasing heterogeneity in student demands while the paradox of efficiencA SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm £=£L=4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOM A systemic design for mass customized service delivery in higher education institutions, there is a continual growth and diversification (Audin et al.. 2003) in students' demand especially in the context of strong competitions among universities.Several universities are looking for innovative ways to gain competitive advantage over their rivals, as well as to create value for3e-Theses A systemic design for mass customized service delivery in higher education institutions& Dissertations (2019)https://khothuvien.cori!A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS students in termA systemic design for mass customized service delivery in higher education institutions
s of student experience and through administrative efficiency (Dunnion and O’Donovan, 2014). Derived from viewing students as customers with continualA SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm £=£L=4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOM A systemic design for mass customized service delivery in higher education institutions is a departure from a mass-production approach (Pine. 1993).The mass-production approach is based on standardising work procedures in which university stair members need to handle students' demands in a repetitive maimer, with detailed descriptions of sen ice procedures, dialogue scripts, and after A systemic design for mass customized service delivery in higher education institutions-contact work standards (Jaaron and Backhouse. 2013). This standardisation of procedures, however, is perceived to increase the mechanisation of the sA systemic design for mass customized service delivery in higher education institutions
tudent-employee contact and harm students’ satisfaction with HEIs (Dunnion and O'Donovan. 2014). Therefore, the transfer from product-oriented economiA SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm £=£L=4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOM A systemic design for mass customized service delivery in higher education institutions Mass Customisation (MC) ones (Tien, 2011).When moving to an MC approach, one of the major challenges to confront 11 His is their ability to develop an MC service strategy, which is dependent on the choice of a proper service operations design (Da Silveira et al., 2001; Moon et al., 2011). In additi A systemic design for mass customized service delivery in higher education institutionson, when considering4e Theses & Dissertations (2019)A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONShow to desiA systemic design for mass customized service delivery in higher education institutions
gn services from which customers can ‘pull value’- i.e. get what they want - Seddon (2008) believes that it is critical to shift from thinking of the A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm £=£L=4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOM A systemic design for mass customized service delivery in higher education institutionstogether in response to the variety of customer demands, called ‘systems-thinking’. Developed since 2003 by Seddon, the terminology of ‘systems-thinking’ used throughout this paper to describe the sen ice deliver}' system has emerged from the translation to the service sector of lean manufacturing p A systemic design for mass customized service delivery in higher education institutionsrinciples (Seddon and Brand, 2008), incorporating Deming’s intervention theory' (1982) together with Peter Checkland’s Soft Systems Methodology (1981)A systemic design for mass customized service delivery in higher education institutions
.According to Jaaron and Backhouse (2013). the employment of the systems-thinking approach for sendee operations design has a significant impact on thA SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm £=£L=4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOM A systemic design for mass customized service delivery in higher education institutionsl to universities as a sharp weapon in the competition, as analysed above, little attention has been paid by previous empirical studies to models and tools that can operationalise MC in universities. A systemic design for mass customized service delivery in higher education institutionsA SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm £=£L=4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOMGọi ngay
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