Ulusal düzeyde yükseköğretim programlarında, Bologna Süreci ile başlayıp, eğitimde kalite, ölçme ... more Ulusal düzeyde yükseköğretim programlarında, Bologna Süreci ile başlayıp, eğitimde kalite, ölçme ve değerlendirme süreci olarak devam eden bir dizi çalışmalar, Dokuz Eylül Üniversitesi’nin gündeminde önemli bir yer tutmaktadır. Bu çalışmaları uzun yıllardır yürüten Dokuz Eylül Üniversitesi, süreçte kayda değer aşamalar kat etmiş ve eğitimde kalite iyileştirmeye yönelik pek çok yenilikçi alt sistemler geliştirmiştir. Örnek olay niteliği taşıyan bu çalışmada, geliştirilen alt sistemlerden biri olan Öğrenci Ders Geri Bildirim Sistemi’nin nasıl tasarlandığı, süreçleri, kullanılan teknolojileri, karşılaşılan problemleri, kısıtları ve diğer üniversitelerin kullanılabilmesi için izlenebilecek yollar, edinilen deneyimler ışığında açıklanmaktadır. Dokuz Eylül Üniversitesi, süreç içinde yeniden yapılandırdığı derslere ait öğrenme kazanımlarını da içeren ders değerlendirme formlarından alınan geribildirimlerle, öğretim üyelerini, derslerin ve ilgili koşulların iyileştirilmesine yönelterek, değerlendirme sürecini bir kurum kültürü halinde içselleştirmiştir. Kurum bünyesinde var olan diğer sistemlerle bütünleşik bir yapıda kurgulanan Öğrenci Ders Geri Bildirim Sistemi ile öğrenci, öğretim üyesi, ders üçlemesi içerisinde sağlıklı bir değerlendirme sisteminin hayata geçirilmesine olanak sağlanmıştır. Gerçeklere dayalı karar verme ve sürekli iyileştirme prensiplerini destekleyen böylesi sürdürülebilir bir sürecin varlığı ve buradan elde edilen bilgilerin karar vericiler tarafından kullanılması, yaşayan bir kalite güvence sistemine götürecek yol haritasında önemli bir kilometre taşıdır. Anahtar Sözcükler: Öğrenci geribildirimi, Ders değerlendirme, Öğrenme kazanımları, Kalite güvencesi, Bologna süreci
... Aysun Kapucugil Dokuz Eylül University Faculty of Business Department of Business Administrat... more ... Aysun Kapucugil Dokuz Eylül University Faculty of Business Department of Business Administration Division of Quantitative Methods Kaynaklar Campus 35160 Buca-Izmir, Turkey Tel: +90 232 4128251 Fax: +90 232 4535062 aysun.kapucugil@deu.edu.tr Inst. Sabri Erdem ...
The EFQM Excellence Model is a framework that helps organizations to achieve competitive advantag... more The EFQM Excellence Model is a framework that helps organizations to achieve competitive advantage by measuring where they are on their path to excellence. However, it does not tell the organization what to do or how it should manage any of these areas. In this study, we suggest a structure to overcome this gap. We present a method, matrix reflections, to find a tool set that can be used for designing improvement approaches in order to reach desired results.
... Dosya Biçimi: PDF. Dil: Türkçe. Yazar(lar): Kapucugil İkiz, Aysun (Yazar),. ... Belirsiz bir ... more ... Dosya Biçimi: PDF. Dil: Türkçe. Yazar(lar): Kapucugil İkiz, Aysun (Yazar),. ... Belirsiz bir ortamda gerçekleştirilen bu projeler, firmanın pek çok biriminden kaynak tüketmekte ve çoğu zaman öngörülen maliyet, zaman ve fayda değerlerini karşılayamamaktadırlar. ...
Özet Current challenges facing the hotel service providers, such as high customerdemands on qual... more Özet Current challenges facing the hotel service providers, such as high customerdemands on quality, increasing competition for high customer satisfactionand the demand for full services, are directly related to better understandthe attributes of hotel services and ...
Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 2009
Many sources such as the immaturity, complexity and unpredictable evolution of the technologies t... more Many sources such as the immaturity, complexity and unpredictable evolution of the technologies themselves, and the difficulty of predicting the market demand generally cause uncertainty in the Information Technology (IT) projects. Managerial flexibility has value in the context of uncertain IT projects, as management can continuously gather information about uncertain project and market characteristics and, based on this information, change its course of action. As traditional capital budgeting (or project appraisal) approaches fail to consider embedded managerial flexibility in projects, the new investment evaluation approach called "real options" has come on the scene recently. "Options thinking," an emerging investment management philosophy based on the theory of financial options can provide a promising foundation for hedging the risks under uncertainty. This paper aims at analyzing a real IT investment having growth opportunities by using real options appro...
Current challenges facing the hotel service providers, such as “high customer demands on quality”... more Current challenges facing the hotel service providers, such as “high customer demands on quality”, “increasing competition for high customer satisfaction” and “the demand for full services”, are directly related to better understand the attributes of hotel services and improve the service design characteristics accordingly. In service quality literature, SERVQUAL is the most widely used structure to measure customer expectations and perceptions. Quality Function Deployment (QFD) method is also a suitable means and works well to support the development of a wide range of services although it is originally stemming from product development. This study describes the development of a conceptual framework to measure the hotel service quality using the SERVQUAL model as a starting point, and then identifies service design and hotel guests’ requirements using a QFD approach. This integration of SERVQUAL and QFD approaches in the conceptual Hotel of Quality model has been illustrated throug...
The EFQM Excellence Model is a framework that helps organizations to achieve competitive advantag... more The EFQM Excellence Model is a framework that helps organizations to achieve competitive advantage by measuring where they are on their path to excellence. However, it does not tell the organization what to do or how it should manage any of these areas. In this study, we suggest a structure to overcome this gap. We present a method, matrix reflections, to find a tool set that can be used for designing improvement approaches in order to reach desired results.
... Aysun Kapucugil Dokuz Eylül University Faculty of Business Department of Business Administrat... more ... Aysun Kapucugil Dokuz Eylül University Faculty of Business Department of Business Administration Division of Quantitative Methods Kaynaklar Campus 35160 Buca-Izmir, Turkey Tel: +90 232 4128251 Fax: +90 232 4535062 aysun.kapucugil@deu.edu.tr Inst. Sabri Erdem ...
In product development, the foremost issue is to identify "what" the customers’ expecta... more In product development, the foremost issue is to identify "what" the customers’ expectations would be from the product. As a promising approach to the product development, Quality Function Deployment also gives crucial importance to the collection and analysis of Voice of the Customer (VoC) to deduce true customer needs. Data sources of VoC include surveys, interviews, focus groups, gemba visits as well as customer reviews which can be collected through call centers, internet homepages, blogs, and microblogs in social networks. Customers’ verbatim or reviews obtained from these resources require more detailed extraction to define them as the positive restatement of problems, opportunities or image issues independent of the product or the solution. Basically, this clarification process is a content analysis in which the developers usually seek to extract and classify the spoken-unspoken customer needs from VoC. This labor-intensive manual approach brings subjectivity to the...
Ulusal düzeyde yükseköğretim programlarında, Bologna Süreci ile başlayıp, eğitimde kalite, ölçme ... more Ulusal düzeyde yükseköğretim programlarında, Bologna Süreci ile başlayıp, eğitimde kalite, ölçme ve değerlendirme süreci olarak devam eden bir dizi çalışmalar, Dokuz Eylül Üniversitesi’nin gündeminde önemli bir yer tutmaktadır. Bu çalışmaları uzun yıllardır yürüten Dokuz Eylül Üniversitesi, süreçte kayda değer aşamalar kat etmiş ve eğitimde kalite iyileştirmeye yönelik pek çok yenilikçi alt sistemler geliştirmiştir. Örnek olay niteliği taşıyan bu çalışmada, geliştirilen alt sistemlerden biri olan Öğrenci Ders Geri Bildirim Sistemi’nin nasıl tasarlandığı, süreçleri, kullanılan teknolojileri, karşılaşılan problemleri, kısıtları ve diğer üniversitelerin kullanılabilmesi için izlenebilecek yollar, edinilen deneyimler ışığında açıklanmaktadır. Dokuz Eylül Üniversitesi, süreç içinde yeniden yapılandırdığı derslere ait öğrenme kazanımlarını da içeren ders değerlendirme formlarından alınan geribildirimlerle, öğretim üyelerini, derslerin ve ilgili koşulların iyileştirilmesine yönelterek, değerlendirme sürecini bir kurum kültürü halinde içselleştirmiştir. Kurum bünyesinde var olan diğer sistemlerle bütünleşik bir yapıda kurgulanan Öğrenci Ders Geri Bildirim Sistemi ile öğrenci, öğretim üyesi, ders üçlemesi içerisinde sağlıklı bir değerlendirme sisteminin hayata geçirilmesine olanak sağlanmıştır. Gerçeklere dayalı karar verme ve sürekli iyileştirme prensiplerini destekleyen böylesi sürdürülebilir bir sürecin varlığı ve buradan elde edilen bilgilerin karar vericiler tarafından kullanılması, yaşayan bir kalite güvence sistemine götürecek yol haritasında önemli bir kilometre taşıdır. Anahtar Sözcükler: Öğrenci geribildirimi, Ders değerlendirme, Öğrenme kazanımları, Kalite güvencesi, Bologna süreci
... Aysun Kapucugil Dokuz Eylül University Faculty of Business Department of Business Administrat... more ... Aysun Kapucugil Dokuz Eylül University Faculty of Business Department of Business Administration Division of Quantitative Methods Kaynaklar Campus 35160 Buca-Izmir, Turkey Tel: +90 232 4128251 Fax: +90 232 4535062 aysun.kapucugil@deu.edu.tr Inst. Sabri Erdem ...
The EFQM Excellence Model is a framework that helps organizations to achieve competitive advantag... more The EFQM Excellence Model is a framework that helps organizations to achieve competitive advantage by measuring where they are on their path to excellence. However, it does not tell the organization what to do or how it should manage any of these areas. In this study, we suggest a structure to overcome this gap. We present a method, matrix reflections, to find a tool set that can be used for designing improvement approaches in order to reach desired results.
... Dosya Biçimi: PDF. Dil: Türkçe. Yazar(lar): Kapucugil İkiz, Aysun (Yazar),. ... Belirsiz bir ... more ... Dosya Biçimi: PDF. Dil: Türkçe. Yazar(lar): Kapucugil İkiz, Aysun (Yazar),. ... Belirsiz bir ortamda gerçekleştirilen bu projeler, firmanın pek çok biriminden kaynak tüketmekte ve çoğu zaman öngörülen maliyet, zaman ve fayda değerlerini karşılayamamaktadırlar. ...
Özet Current challenges facing the hotel service providers, such as high customerdemands on qual... more Özet Current challenges facing the hotel service providers, such as high customerdemands on quality, increasing competition for high customer satisfactionand the demand for full services, are directly related to better understandthe attributes of hotel services and ...
Dokuz Eylül Üniversitesi Sosyal Bilimler Enstitüsü Dergisi, 2009
Many sources such as the immaturity, complexity and unpredictable evolution of the technologies t... more Many sources such as the immaturity, complexity and unpredictable evolution of the technologies themselves, and the difficulty of predicting the market demand generally cause uncertainty in the Information Technology (IT) projects. Managerial flexibility has value in the context of uncertain IT projects, as management can continuously gather information about uncertain project and market characteristics and, based on this information, change its course of action. As traditional capital budgeting (or project appraisal) approaches fail to consider embedded managerial flexibility in projects, the new investment evaluation approach called "real options" has come on the scene recently. "Options thinking," an emerging investment management philosophy based on the theory of financial options can provide a promising foundation for hedging the risks under uncertainty. This paper aims at analyzing a real IT investment having growth opportunities by using real options appro...
Current challenges facing the hotel service providers, such as “high customer demands on quality”... more Current challenges facing the hotel service providers, such as “high customer demands on quality”, “increasing competition for high customer satisfaction” and “the demand for full services”, are directly related to better understand the attributes of hotel services and improve the service design characteristics accordingly. In service quality literature, SERVQUAL is the most widely used structure to measure customer expectations and perceptions. Quality Function Deployment (QFD) method is also a suitable means and works well to support the development of a wide range of services although it is originally stemming from product development. This study describes the development of a conceptual framework to measure the hotel service quality using the SERVQUAL model as a starting point, and then identifies service design and hotel guests’ requirements using a QFD approach. This integration of SERVQUAL and QFD approaches in the conceptual Hotel of Quality model has been illustrated throug...
The EFQM Excellence Model is a framework that helps organizations to achieve competitive advantag... more The EFQM Excellence Model is a framework that helps organizations to achieve competitive advantage by measuring where they are on their path to excellence. However, it does not tell the organization what to do or how it should manage any of these areas. In this study, we suggest a structure to overcome this gap. We present a method, matrix reflections, to find a tool set that can be used for designing improvement approaches in order to reach desired results.
... Aysun Kapucugil Dokuz Eylül University Faculty of Business Department of Business Administrat... more ... Aysun Kapucugil Dokuz Eylül University Faculty of Business Department of Business Administration Division of Quantitative Methods Kaynaklar Campus 35160 Buca-Izmir, Turkey Tel: +90 232 4128251 Fax: +90 232 4535062 aysun.kapucugil@deu.edu.tr Inst. Sabri Erdem ...
In product development, the foremost issue is to identify "what" the customers’ expecta... more In product development, the foremost issue is to identify "what" the customers’ expectations would be from the product. As a promising approach to the product development, Quality Function Deployment also gives crucial importance to the collection and analysis of Voice of the Customer (VoC) to deduce true customer needs. Data sources of VoC include surveys, interviews, focus groups, gemba visits as well as customer reviews which can be collected through call centers, internet homepages, blogs, and microblogs in social networks. Customers’ verbatim or reviews obtained from these resources require more detailed extraction to define them as the positive restatement of problems, opportunities or image issues independent of the product or the solution. Basically, this clarification process is a content analysis in which the developers usually seek to extract and classify the spoken-unspoken customer needs from VoC. This labor-intensive manual approach brings subjectivity to the...
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