The correlation between Employee Engagement and Service Quality. Case study in Order Management, Customer Logistics

Autor práce: El, Dolores
Typ práce: Diplomová práce
Vedoucí práce: Kašparová, Eva
Osoba oponující práci: Lloyd, Tony Ulvede

Informace o vysokoškolské kvalifikační práci

Název práce: The correlation between Employee Engagement and Service Quality. Case study in Order Management, Customer Logistics
Typ práce: Master thesis
Jazyk práce: English
Abstrakt: The purpose of the presented research is to identify these of the areas that significantly matter for the strong positive correlation between the Employee Enagement and the Service Quality in a particular business case concerning business process improvement of an order management team in a multinational company. The significant areas are identified through a correlation analysis of the answers to an online survey. The results are used for further Measurement, Analysis, Improvement and Control of the key areas identified. The main findings are aimed to serve as a scientifically validated plan of action for the group in charge for the business process improvement in the order management team which is studied. Particularly, recommendations are provided how to increase the First Time Right performance metrics of the order management team through focus on the Define part of the DMAIC model in the Six Sigma methodology for business process improvement. Main findins: there is evidence for strong significant positive correlation between the employee engagement and the service quality factors in the answers of the respondents to the online survey questions; the team members' perception of the leadership style is positively correlated with their perception of the service quality.
Klíčová slova: order management; service quality; employee engagement; business process improvement; correlation

Informace o studiu

Studijní program a Studijní obor: Ekonomika a management/Podniková ekonomika a management
Typ studijního programu: Magisterský navazující studijní program
Jméno přidělované hodnosti: Ing.
Instituce přidělující hodnost: University of Economics, Prague
Název fakulty: Faculty of Business Administration
Název katedry: Department of Managerial Psychology and Sociology
Instituce archivující a zpřístupňující VŠKP: University of Economics, Prague

Informace o odevzdání a obhajobě

Datum zadání práce: 29. 3. 2011
Datum podání práce: 15. 5. 2011
Datum obhajoby: 24.05.2011
Výsledek obhajoby: Závěrečná práce byla úspěšně obhájena

Soubory ke stažení

Hlavní práce31511_xkumd01.pdf [1,05 MB]
Oponentura20889_Lloyd.pdf [59,52 kB]
Hodnocení vedoucího31511_kasparov.pdf [51,50 kB]

Údaje ze systému InSIS

Identifikátor https://insis.vse.cz/zp/31511/podrobnosti