Plan van aanpak (Scriptie) Verbeteren van de klanttevredenheid - Goedgekeurd
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Course
Afstuderen (MCCEAFSTTRAJ17)
Institution
Hogeschool Utrecht (HU)
Dit is een Plan van Aanpak goedgekeurd door de Hogeschool Utrecht voor mijn opleiding Commerciële economie - Afstudeeropdracht - Cijfer = 8! - Verbeteren van de klanttevredenheid voor 1 van de grootste vastgoedbeheerder van Nederland! Bevat alle onderdelen voor een Plan van aanpak volgens de richt...
, Inhoud
1. Inleiding..............................................................................................................................................2
2. Situatieschets.....................................................................................................................................3
2.1 Historie.....................................................................................................................................4
2.2 Organisatie structuur................................................................................................................4
3.Strategische vertrekpunten.................................................................................................................4
3.1 Organisatie strategie.....................................................................................................................4
3.2 Waardestrategie van Treacy & Wiersema....................................................................................5
4. Aanleiding...........................................................................................................................................6
4. 1 Huidige situatie............................................................................................................................6
3. Gewenste situatie...............................................................................................................................7
4. Onderzoek & aanpak..........................................................................................................................8
4.1 Afbakening op basis van vooronderzoek......................................................................................8
4.2 Doelstelling...................................................................................................................................8
4.3 Centrale onderzoeksvraag............................................................................................................8
4.4 Deelvragen....................................................................................................................................9
4.5 Onderzoeksontwerp.....................................................................................................................9
4.6 Conceptueel model.....................................................................................................................10
4.7 Onderzoeksopzet........................................................................................................................11
4.7.1 Veldwerk..............................................................................................................................12
4.7.2 Betrouwbaarheid, validiteit en representativiteit................................................................12
4.8 Afkortingen en definities........................................................................................................13
5. Voorlopig structuur van het onderzoek............................................................................................13
6. Planning............................................................................................................................................13
6. 1 Randvoorwaarden.....................................................................................................................14
6.2 Communicatie.............................................................................................................................14
Bibliografie...........................................................................................................................................14
Bijlagen.................................................................................................................................................15
1. Inleiding
Gedurende 20 weken loop ik als student Commerciële Economie aan de Hogeschool van Utrecht mijn
afstudeerstage bij MVGM Wonen. MVGM Wonen is de grootste vastgoedbeheerder van Nederland.
2
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