| Popis: |
Diplomsko delo se nanaša na področje procesa razvoja storitev. QFD metodo, katere osnovno načelo je osredotočenje na kupca, smo implementirali na področje gostinske dejavnosti, ki obsega pripravo in strežbo jedi in pijač ter nastanitev gostov (1. člen ZgoS-UPB2). Kot testno podjetje smo uporabili lokal Café Metropol. Predpostavili smo, da se lahko z uporabo QFD metode poveča zadovoljstvo strank. Zadovoljne stranke so tiste, ki zagotavljajo stalen promet in širijo dobro ime podjetja. S pomočjo anketnega vprašalnika smo raziskali trenutno zadovoljstvo strank lokala Café Metropol s trenutno ponudbo ter storitvijo. Nato smo s QFD metodo oblikovali spremembe v ponudbi. This thesis refers to the process of the service development. We implemented the QFD method, whose basic principle is to focus on the customer, into the catering industry, which includes the preparation and serving food and drinks and accomodation of guests (Article 1 of the Zgo-UPB2). As an example we used the company Café Metropol. We have assumed that the use of QFD method will increase customer satisfaction. Satisfied customers are those that ensure permanent turnover and spread good publicity. Using a questionnaire, we have explored how satisfied the Café Metropol customers are with current offer and service. Using the QFD method we created changes in supply. |
