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Master Thesis

La mesure de la qualité doit-elle être complexe pour respecter le principe de « Vision Clients » ? Pistes d'amélioration en Rhône-Alpes

Abstract : For many years, the Rhône-Alpes TER Activity has been committing in a tough quality approach especially in earning service certifications. During the last inspections about NF Service certified ways, leading in Rhône-Alpes by AFNOR inspectors, important remarks have been noticed about customer view principle. This principle consists in taking account of customers waitings and needs, as with our liabilities as with our way of measuring quality level and the results given afterwards. Thus, this thesis tries to suggest some developments for the DTER measurement system in order to attach the greatest importance to the customer view.
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https://dumas.ccsd.cnrs.fr/dumas-00408691
Contributor : Centre de Documentation Laet <>
Submitted on : Friday, July 31, 2009 - 2:52:05 PM
Last modification on : Tuesday, November 19, 2019 - 12:23:56 PM
Long-term archiving on: : Tuesday, June 15, 2010 - 7:21:08 PM

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  • HAL Id : dumas-00408691, version 1

Citation

Renaud Mermilliod. La mesure de la qualité doit-elle être complexe pour respecter le principe de « Vision Clients » ? Pistes d'amélioration en Rhône-Alpes. Gestion et management. 2004. ⟨dumas-00408691⟩

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