Exam (elaborations)
OE710: Optimalisering dienstverlening
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Optimalisering dienstverleningOE710
Dominique Sengers
644125
Hogeschool Inholland te Diemen
Business Studies
HRM
Leerjaar 3
14 januari 2022
, Titelpagina
Namen van de student en studentennummer:
Dominique Sengers: 644125@student.inholland.nl
Opleiding: Business Studies
Afstudeerrichting: HRM
Leerjaar: 3
Klas: DIBSVTHR3A
Inleverdatum: 14 januari 2022
Colofon:
Onderzoek in het kader van Dienstverlening Optimalisering, Business Studies.
Hogeschool Inholland te Diemen
Begeleiding: Cor Mandemaker
, Voorwoord
Voor u ligt het rapport over optimalisering dienstverlening. Het rapport is gemaakt in het kader van de
tentamenopdracht voor het vak optimalisering dienstverlening, dat ik moest maken voor de opleiding
Business Studies HRM aan de Hogeschool Inholland. Dit rapport heb ik als zeer leerzaam en interessant
ervaren.
Daarnaast wil ik Cor Mandemaker en Mark Elsinga bedanken voor de nuttige lessen die ik van hen heb
gehad. Door deze lessen wist ik gemakkelijk hoe ik moest beginnen en wat allemaal verwerkt moest
worden in dit project.
, Inhoudsopgave
Opdracht 1...................................................................................................................................................4
1.1 Doelstelling en informatiebehoefte...................................................................................................4
1.2 Onderzoeksmethode.........................................................................................................................5
1.3 Methodologie....................................................................................................................................6
1.4 Literatuur en topiclijst........................................................................................................................7
Opdracht 2...................................................................................................................................................7
2.1 Vragenlijst..........................................................................................................................................7
Opdracht 3.................................................................................................................................................14
3.1 Doelstelling, doelgroep en informatiebehoefte...............................................................................14
3.2 Observatieonderwerpen/topics.......................................................................................................14
3.3 Observatieschema...........................................................................................................................15
Opdracht 4.................................................................................................................................................16
Vraag 4a.................................................................................................................................................16
Vraag 4b.................................................................................................................................................30
Vraag 4c.................................................................................................................................................34
Bibliografie.................................................................................................................................................34
Opdracht 1
1.1 Doelstelling en informatiebehoefte
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