A FRAMEWORK FOR ACHIEVING THE FOUR STUDENT WELLNESS OUTCOMES USING COLLECTIVE SYSTEM DESIGN
In response to the evolving demands of todays competition, there is a growing expectation for enhanced services to industry and academic enterprises. This thesis explores the application of System Engineering methodologies as a strategic approach to securing success with both industrial and academic enterprises. Industry faces issues with the absence of a positive tone, inefficiencies and delays in delivery, and customer satisfaction. Meanwhile, academia faces several challenges including lack of communication between departments, how to allocate institutional resources to simplify student experience, reduce complexity in students college experience, and lack of students motivation. These issues for students lead to poor academic performance, financial struggles, and possibly mental health problems. There is a recognized need for a systematic approach to ensure student success at universities. A fundamental approach emerges in the form of Collective System Design (CSD) to find ways to address the above- mentioned challenges. Collective System Design is explored for ad- dressing the challenges faced by academic organizations and industrial processes. Collective System Design aims to improve the long-term viability of an enterprise by fostering sustainability and success. This thesis further investigates the Collective System Design Language, offering a communication tool for design and an approach to assess effectiveness before implementation. This thesis highlights two case studies: Shuttleworth (manufacturing industry) and the Purdue University Fort Wayne Student Success Standard Process Lifecycle. The impact of solving these problems can be measured through several key indicators: Shuttleworth (Manufacturing Industry). • Reduction in Lead Time • In on-time Delivery • Enhanced Customer Satisfaction and improvement in product quality. Purdue University Fort Wayne. • Improvement in Student Experience and Quality of Life. • Achievement of Student Wellness Functional Requirements and improvements in student retention and four and five year graduation rates. Achievement of Student Success Functional Requirements and improvements in student retention and four and five year graduation rates. There are three main objectives of this thesis: (1) Apply and contrast the application of Collective System Design principles across a manufacturing industrial client and a service enterprise, namely higher education (2) Offer a systematic approach for manufacturing to improve on-time delivery, enhance customer satisfaction, create positive tone by using the principles of Collective System Design, and (3) For academia, develop a System Design Decomposition to define the functions of the university to foster student wellness according to four viewpoints: academic, financial, career, and living wellness. The objective is to incorporate the development of a System Design Decomposition that provides methodology to ensure that student wellness outcomes consider the four viewpoints of wellness (Academic, Financial, Career, and Living). The Student Success Standard Process Lifecycle defines standard processes in all process steps that will facilitate the desired student experience and four wellness outcomes. The lifecycle consists of Student Success States where the lifecycle begins from S0 (learning about university) to S7 (Supportive alumni) and defines standard process steps in each state. Each standard process step seeks to achieve the Functional Requirements from the four wellness viewpoints (academic, financial, career, and living) in Student Success Standard Process Lifecycle. The Collective System Design Decomposition methodology will serve as a structured approach to defining desired student wellness outcomes within a Rapid Design Process, which takes place in the first session focusing on defining outcomes. By leveraging this framework of four wellness viewpoints, the thesis aims to address issues with defining the outcomes for academic, financial, career, and living wellness viewpoints. Each wellness viewpoint has specific Functional Requirements (outcomes) that need to be defined and achieved by Student Success Standard Process Lifecycle and Rapid Design Process, to ultimately enhance student success and well-being at Purdue Fort Wayne University.
Degree Type
- Master of Science
- Electrical and Computer Engineering
Campus location
Advisor/supervisor/committee chair, additional committee member 2, additional committee member 3, usage metrics.
- Systems engineering
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The figure 8 mentioned above depicts the relationship between customer loyalty and customer satisfaction. The customers are divided into three different groups and three different zones. Extremely dissatisfied customers are the terrorist group customers; these customers give a negative word of mouth (WOM).
The Relationship Between Service Quality, Customer Satisfaction and Brand Loyalty BACHELOR THESIS WITHIN: Business Administration NUMBER OF CREDITS: 15HP PROGRAMME OF STUDY: Marketing Management AUTHOR: Samuel Bengtsson, Jennifer Hertzberg & Louise Rask JÖNKÖPING MAY 2020-A Study Comparing Generation X and Y in Sweden
ABSTRACT. Service quality and customer satisfac tion have been widely recognized as funda mental drivers in. the formation of pu rchase intentions. The concepts ar e important for companies to ...
the impact of service quality on customer satisfaction the case of commercial bank of ethiopia by betelhem tesfaye ... betelhem tesfaye id no.sgs/0009/2006 advisor: - temesgen belayneh (phd) a thesis submitted to st. mary's university, school of graduate studies in partial fulfillment of the requirements for the degree of master of business ...
1.1.2.Customer Satisfaction Service companies have since recently focused on customers in order to improve competitiveness. Customer satisfaction is one of the important outcomes of marketing activity (M ick and Fournier; 1999). In the competitive banking industry, customer satisfaction is considered as the fundamental of success.
(Lee et al., 2016) argue that training is an extension of a desired goal, such as customer satisfaction, and that it can help employees improve their skills and abilities while providing excellent ...
Name of thesis CUSTOMER SATISFACTION AND CUSTOMER LOYALTY Instructor Eija Torkinlampi Pages 58+6 Supervisor Sara Åhman The report emphasized the role and the importance of customer satisfaction and loyalty. Customers are the link to a business success. A business organization should focus on a huge number of customer, for this
Research Objectives. This study attempted to identify the grey market's service quality perception at their favorite. department stores and to examine the relationships between grey market consumers' perceived. service quality, their satisfaction and customer retention of those stores. The specific research.
Thesis 2013 . 2 Abstract Asya Archakova Service Quality and Customer Satisfaction. Case study :Company X, 39 pages, 1 appendix Saimaa University of Applied Sciences ... customer satisfaction research, based on the customer's point of view, was a logical conclusion for the final thesis.
Otim, Samuel, "The Determinants and implications of customer satisfaction and loyalty in web-based commerce: An Empirical analysis" (2004). Thesis. Rochester Institute of Technology. Accessed from This Thesis is brought to you for free and open access by the RIT Libraries. For more information, please contact
Moreover, customer perceived performance is significantly lower than customer perceived importance for all six service quality dimensions. Ordered by need of improvement the dimensions (based on gap analysis) are: 1) network quality, 2) reliability, 3) responsiveness, 4) assurance, 5) empathy, 6) tangibles.
customer satisfaction. That is, service quality dimensions are crucial for customer satisfaction in banking sector in Jimma Town. Based on the findings of the study, the customers of private banks in Jimma Town were found less satisfied in terms of the empathy dimensions. One way of addressing this could be by
customer satisfaction is fundamental to achieving a positive social change. The following sections of this chapter include the problem statement, the research questions, the null hypotheses and alternative hypotheses for the dependent and
The thesis research does not only discuss the concepts of customer satisfaction and loyalty, but also analyzes how customer satisfaction influences customer loyalty from the point of view of the research. As Hill et al. (2007, 7) also point out, "measuring customer satisfaction is to make decisions on how to improve it."
This thesis is marketing research about the customer satisfaction of UPM Timber. The company commissioned a customer satisfaction survey in order to give the company's management a clear view of the company's customer satisfaction level and help them with decision making and allocation of development funds. The objective of this thesis is
A full understanding of the customer satisfaction assessment thus requires a. look beyond technical (analytical methods and models) into substantive and methodological. issues. Both ...
Food Quality. Some studies have found that customer satisfaction with a restaurant' s food quality is a powerful predictor of customer intent to return to a given restaurant (Oh, 2000; Qu, 1997; Pettijohn, Pettijohn, & Luke, 1997). In studies of both fast food restaurants (Pettijohn, Pettijohn, & Luke, 1997) and Chinese restaurants (Qu, 1997 ...
structure of this thesis is given to help guide the reader. 7 . 1.1 Background for the research . Despite the importance of the contact center industry, there is a lack of extensive and ... customer satisfaction in contact centers is still relatively young and would benefit from further development. For example, researching which variables can ...
Google form. Thesis was conducted on the basis of theoretical framework about customer satis-faction, service quality and tools for measuring customer satisfaction. In conclusion, the research revealed that level of customer satisfaction was high. Nev-ertheless, a compilation of customers' recommendations and author's analysis resulted
The instrument used to collect information regarding Customer and Client Satisfaction is. the Quality Assurance (QA) survey developed by Professional Services Group. According to the. agency's Supervisor's Manual, QA surveys are internal measures of customer and client.
PDF | There are several factors that affect customer satisfaction. In the main, these factors include service quality and product differentiation. ... Thesis for: Master Of Business Administration ...
1. Introduction. Customer satisfaction, loyalty, product knowledge and competitive ability are variables which have been researched extensively across the globe. The relationships which tend to be researched the most are customer satisfaction and loyalty (e.g., Fornell, Johnson, Anderson, Cha, & Bryant, 1996; Türkyilmaz & Özkan, 2007 ).
There are three main objectives of this thesis: (1) Apply and contrast the application of Collective System Design principles across a manufacturing industrial client and a service enterprise, namely higher education (2) Offer a systematic approach for manufacturing to improve on-time delivery, enhance customer satisfaction, create positive ...
This thesis is using Prisma KPO as a case study in terms of customer satisfaction. The thesis will set out the efficient areas of the case study company in terms of customer satisfaction, so that it could serve as a good example for other companies. It will also look at the loop holes in the customer satisfaction processes by carrying out ...