Service ops mgt GT_WtA-1

Service ops mgt GT_WtA-1 - Steps • Select service firm...

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Click to edit Master subtitle style Group Project 2 Walk-through-Audit
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Walk-through-Audit (WtA) The Walk-through-Audit (WtA) Project involves the selection of a service in which you prepare an audit questionnaire used by management to evaluate the service from the perspective of a customer. Pages 118-122 in the text. The Helsinki Museum of Art and Design WtA found in the text may be used as an example.
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Groundwork Please start looking at potential companies and businesses Deadlines for draft of survey October 10, 2009 to October 25, 2009
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Walk-Through-Audit Process
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Unformatted text preview: Steps • Select service firm and get permission of management • Prepare a first draft of the audit questionnaire • Conduct audit (survey customers and managers) • Analysis of perception gaps between customers and managers • Prepare recommendations and present to management Project Entails • Groundwork – Company Selection – Survey Draft • Field Work – Survey Administration • Home Work – Results and Analysis Write-Up • Finished Product – Presentation (in the last two weeks of the course) – Report...
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This note was uploaded on 01/25/2011 for the course MGT 4803 taught by Professor Staff during the Spring '08 term at Georgia Tech.

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Service ops mgt GT_WtA-1 - Steps • Select service firm...

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