Sch chuyn kho: Qun tr cht lng

dch v ti cc doanh nghip dch v Vit

Nam
Chng 10: nh gi cht lng dch v phc v n ung
1. Mc tiu:
- Tng hp bi ca cc nhm thnh 1 case study v fast food (KFC vs Lotte) ti Vit Nam.
- T 30 -40 trang.
2. Ni dung bi ca 6 nhm:
- Nhm 1: S thay i sn phm
- Nhm 2: Tnh cch thng hiu
- Nhm 3: Qu trnh phc v khch hng (process, layout).
- Nhm 4,5: Mi quan h ca cht lng dch v (SQ) vi Customer satisfaction (CS) and
Customer loyalty (CL).
- Nhm 6: Cht lng thc phm.
3. B cc cn lm v Phn cng

STT Mc Detail Miu t Ph trch
1 Bi cnh
Fastfood trn th gii v VN Vn
Lotte Lotu
KFC HA
Thm nhp th trng VN Ly
2
Service
Characteristics
Mi quan h ca SQ v CS vs
CL ca c KFC vs Lotte
L thuyt v n Lin
Tnh cch thng hiu Lotu
S thay i sn phm Ly
Process + layout Vn
Cht lng thc phm HA
3
SQ trong
fastfood
Definition + M hnh ca
mnh
Lotu
Literature: Tm 10 15
studies vs keyword SQ, CS,
CL, fastfood ..
Tm trn scholar, nu c studies
no ko ti k th tp hp link li
a ch Hu Minh
Lin lead
chnh, mi
ngi tm
T NHT 3
studies
support
Literature: So snh cc nghin
cu ch ra im tng ng
v khc bit
Lin
4 Kt qu
Mi quan h ca SQ v CS vs
CL ca c KFC vs Lotte
Cho ra kt qu kho st, kt lun Lin
Tnh cch thng hiu Lotu
S thay i sn phm Ly
Process + layout Vn
Cht lng thc phm HA
5 xut & Ci
tin


4. Deadlines: 24h ngy 4/8 (TH 2 tun ti)
Bao gm: cc bi c phn cng + t nht 3 studies c tm.
5. NOTES:
- Tng cng mnh cn lm khaorng 30 -40 trang.
- Ch cn c s liu v chy thc, chnh sa j cng k min l phi c bng s liu thc
- Gp nht da trn ca cc bi nghin cu ca cc nhm, c vn g th c tm c chng n
ra chnh sa cng ==