The first company that recieved MBNQA in the service part
MBNQA, Malcolm Baldridge National Quality Award
- To improve the international competitiveness of U.S. companies product or service quality performance with excellent company to be awarded to the national phase.
customers would value a time-definite express delivery
internal capability
Very successful however Has some problems
Core Competency
Various Menu
Affordable Taste of foods
Well-known Refill System
(rice and side dishes)
Enough Capacity to
accommodate many people
Very kind Employees
Weakness
But! There are so many Korean Restaurant inside the KU front gate street.
To measure service quality
Reliability:
The ability to
고객과 종업원 사이의 상호작용은 시장이 성공하느냐 실패하느냐에 중대한 영향을 미치는 요소이다. 특히, 서비스 질은 중추적인 역할을 한다. 종업원에게 평균 이상의 관심을 기울이는 회사는 대부분 가장 성공하는 회사가 된다. 성공한 회사들은 종업원들을 잘 훈련 시켜서 처음부터 적절한 서비스
3. Internal Analysis
Mobile industry is evolving from 3G to LTE
Need services for LTE users which is differentiated from 3G services
“롱텀에볼루션(LTE)시대를 맞아 데이터가 동영상 위주로 바뀌는 등 2016년 모바일 비디오가 트래픽 70% 이상 차지할 것을 대비해 더욱 빠르고 강력한 네트워크를 구축할 것이다.
- 표현명, KT사장
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2-a Service purchase decision
To analyze the external factors of Kokekko, we had to think about the service purchase decision such as service qualifier, service winner and service loser of restaurants located in front of the Korea University’s main entrance.
There were many kinds of factors that could be service winner. ‘Taste’ was the most significant service winner. If served foods wer