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OE710 Optimalisering van de Dienstverlening (2023)

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  • Course
  • OE710: Optimalisering kwaliteit van Dienstverlening (OE710)
  • Institution
  • Hogeschool InHolland (InHolland)

Dit tentamen is behaald met een 6,7 waarbij SPSS beoordeeld is met 27 van de 30 punten. Verslag is duidelijk te volgen en is stap voor stap beschreven. Goed te gebruiken voor eigen invulling en als guideline bij het tentamen. De tentamenvragen zijn ieder jaar vergelijkbaar, dus de uitwerkingen slu...

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Document information

  • October 2, 2023
  • 22
  • 2022/2023
  • Exam (elaborations)
  • Questions & answers

Subjects

  • oe710
  • dienstverlening
  • optimale dienstverlening
  • jaar 3
  • business studies
  • logistiek
  • oe710 optimale dienstverlening

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  • Hogeschool InHolland (InHolland)
  • Business
  • OE710: Optimalisering kwaliteit van Dienstverlening (OE710)
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OE710 Optimalisering dienstverlening




Klas: HABSLOVT3S
Inleverdatum: 15-05-2023
Versienummer: 1e




Datum: 15-05-2023

, OE710 Optimalisering dienstverlening




Auteur(s):


Titel: OE710 Optimalisering dienstverlening
Begeleidende docent: Martien Schriemer
Klas: HABSLOVT3S
Versie: 1e
Opleiding: Business Studies Logistiek
Jaar: 3
Onderwijseenheid: Hogeschool Inholland Haarlem
Datum: 15-05-2023

, Inhoudsopgave
OPDRACHT 1 ................................................................................................................................................... 4
1.TEVREDENHEIDSONDERZOEK ONDER DE HUIDIGE KLANTEN ............................................................................................ 4
1.1 Informatiebehoefte en doelstelling.......................................................................................................... 4
1.2 Onderzoeksmethode ................................................................................................................................ 4
1.3 Topiclijst ................................................................................................................................................... 4
OPDRACHT 2 ................................................................................................................................................... 6
OPDRACHT 3 ................................................................................................................................................. 10
3. USABILITYONDERZOEK ........................................................................................................................................ 10
3.1 Doelstelling ............................................................................................................................................ 10
3.1.1 Methode van observatie ..................................................................................................................... 10
3.2 Observatie onderwerpen ....................................................................................................................... 10
3.3 OBSERVATIEFORMULIER .................................................................................................................................... 11
OPDRACHT 4 ................................................................................................................................................. 12
VRAAG 1 ............................................................................................................................................................. 12
Vraag 1a ...................................................................................................................................................... 12
..................................................................................................................................................................... 13
Vraag 1b ...................................................................................................................................................... 13
VRAAG 2 ............................................................................................................................................................. 14
Vraag 2a ...................................................................................................................................................... 14
Vraag 2b ...................................................................................................................................................... 15
VRAAG 3 ............................................................................................................................................................. 16
Vraag 3a ...................................................................................................................................................... 16
Vraag 3b + c ................................................................................................................................................. 16
Vraag 3d ...................................................................................................................................................... 18
..................................................................................................................................................................... 18
Vraag 3e ...................................................................................................................................................... 18
VRAAG 4 ............................................................................................................................................................. 19
..................................................................................................................................................................... 19
..................................................................................................................................................................... 19
..................................................................................................................................................................... 19
Vraag 4a ...................................................................................................................................................... 19
Vraag 4b ...................................................................................................................................................... 20
Vraag 4c ....................................................................................................................................................... 20
BIBLIOGRAFIE ............................................................................................................................................... 21
BIJLAGES ............................................................................................. FOUT! BLADWIJZER NIET GEDEFINIEERD.

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