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 ££L4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOMIZ A systemic design for mass customized service delivery in higher education institutions ZED 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. Ill A systemic design for mass customized service delivery in higher education institutions order lo accomplish this objective, this chapter is organized as follows: Section 1.1 presents the background of the research; Section 1.2 hightlightsA systemic design for mass customized service delivery in higher education institutions
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 senA SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm ££L4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOMIZ A systemic design for mass customized service delivery in higher education institutions es 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 S A systemic design for mass customized service delivery in higher education institutions ERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1.1. Research backgroundThe World Declaration on Higher Education highlights the need to develop studeA systemic design for mass customized service delivery in higher education institutions
nt sen ices worldwide. It is imperative that higher education institutions (HEIs) provide services and programs that promote the quality of student liA SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm ££L4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOMIZ A systemic design for mass customized service delivery in higher education institutions e 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 system. A systemic design for mass customized service delivery in higher education institutions Most of HEIs have identified the mission to provide the highest quality service to students due to student centricity approach. To implement this misA systemic design for mass customized service delivery in higher education institutions
sion in reality however is a challenge for universities where there is an increasing heterogeneity in student demands while the paradox of efficiency A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm ££L4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOMIZ 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 termsA systemic design for mass customized service delivery in higher education institutions
of student experience and through administrative efficiency (Dunnion and O’Donovan, 2014). Derived from viewing students as customers with continual dA SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm ££L4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOMIZ A systemic design for mass customized service delivery in higher education institutions s 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-c A systemic design for mass customized service delivery in higher education institutions ontact work standards (Jaaron and Backhouse. 2013). This standardisation of procedures, however, is perceived to increase the mechanisation of the stuA systemic design for mass customized service delivery in higher education institutions
dent-employee contact and harm students’ satisfaction with HEIs (Dunnion and O'Donovan. 2014). Therefore, the transfer from product-oriented economiesA SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm ££L4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOMIZ A systemic design for mass customized service delivery in higher education institutions ass 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 addition A systemic design for mass customized service delivery in higher education institutions , when considering4e Theses & Dissertations (2019)A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONShow to designA systemic design for mass customized service delivery in higher education institutions
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 syA SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm ££L4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOMIZ A systemic design for mass customized service delivery in higher education institutions gether 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 pri A systemic design for mass customized service delivery in higher education institutions nciples (Seddon and Brand, 2008), incorporating Deming’s intervention theory' (1982) together with Peter Checkland’s Soft Systems Methodology (1981).AA systemic design for mass customized service delivery in higher education institutions
ccording to Jaaron and Backhouse (2013). the employment of the systems-thinking approach for sendee operations design has a significant impact on the A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm ££L4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOMIZ A systemic design for mass customized service delivery in higher education institutions 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 institutions A SYSTEMIC DESIGN FOR MASS CUSTOMIZED SERVICE DELIVERY IN HIGHER EDUCATION INSTITUTIONS1 ¥ Ẳ¥ ÍÈ ¥ íẵ± sm ££L4-oXnlA SYSTEMIC DESIGN FOR MASS CUSTOMIZGọi ngay
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