Quality Improvement of Services in Unversiti Teknologi Mara Pahang from a Management Perspective
Quality Improvement of Services in Unversiti Teknologi Mara Pahang from a Management Perspective
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从管理角度提高彭亨玛拉工艺大学的服务质量
DOI：
10.3968/j.mse.1913035x20110501.008
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发表时间：
2011
期刊：
影响因子：
--
通讯作者：
K. Jusoff
中科院分区：
文献类型：
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作者：
R. Razali;K. A. Halim;K. Jusoff
顾客的意见是鉴定大学提供的服务和设施质量的有效方法。回应客户反馈的有效性也取决于有效的工作流程。通过有效的方法和工作流程，管理层可以立即有效地采取行动，提高服务和设施的质量。本文的目的是描述新的投诉管理系统的开发。监察客户与大学之间以人手处理投诉的程序，以发展新的投诉管理系统。开发了新的投诉管理系统e-Aduan。客户及管理层均已使用新系统进行投诉及检索资料。通过这项研究，研究人员还确定了管理层在处理客户投诉和意见时应遵循的工作流程。这一新方案对客户和管理层都产生了良好的影响;客户现在有一个平台来表达他们的不满，管理层将能够在客户反馈时立即采取行动。研究人员认为，e-Aduan和有效的工作流程可以应用于国内和国际的其他部门。本研究的优势在于有效的方法（e-Aduan）和有效的工作流程的结合。该系统的实施表明，在服务和设施质量方面还有很多需要改进的地方。进一步的研究可以从投诉中自动识别出真实的问题，以提高系统的有效性和性能。关键词：投诉管理;投诉处理;管理;高校;投诉;制度
Feedback from customers is an effective method to identify the quality of services and facilities provided by a university. The effectiveness to respond to customers’ feedback also depends on an effective workflow. By having an effective method and workflow, the action from the management to improve the quality of services and facilities can be done immediately and effectively. The aim of this paper was to describe the development of new complaint management system. Manual process of complaint handling between customers and the university was monitored to develop the new complaint management system. New complaint management system known as e-Aduan was developed. Both customers and management had accessed to the new system to complaint and retrieve information. Through this study the researchers had also identified workflow procedures to be followed by the management to address customers’ complaints and comments. This new scenario produced good impact to both customers and management; customers now had a platform to communicate their dissatisfaction and the management would be able to act immediately upon any customer feedback. Researchers believed e-Aduan and the effective workflow could be applied to other sectors nationally and internationally. The strength of this research was on the combinations of the effective method (e-Aduan) and effective workflow. The implementation of the system indicated there were a lot improvement need to be done on the quality of services and facilities. Further study could be done on identified the real problem automatically from the complaint to improve the effectiveness and performance of the system. Key words: Complaint management; Complaint handling; Management; University; Complaint; System