טכניון מכון טכנולוגי לישראל
הטכניון מכון טכנולוגי לישראל - בית הספר ללימודי מוסמכים  
M.Sc Thesis
M.Sc StudentLevy Merav
SubjectIdentifying Way of Measuring the Quality of Service Given
by an Organization's Human Resource Advisor in
Relation to the Exceptions of the
Stakeholders
DepartmentDepartment of Quality Assurance and Reliability
Supervisor Dr. Gilat Cohen
Full Thesis text - in Hebrew Full thesis text - Hebrew Version


Abstract

When they try to define Quality of Service, most researchers claim that it is the gap between the actual service provided and the expectations on the part of those receiving the service (Parauraman, Zeithaml and Berry 1985).

Quality of Service is a subject that is of increasing interest to the industry and manufacturing world, due to its impact on sales and marketing metrics. Customer satisfaction has become a subject in itself, a growing part of the discussion on quality of service, and an element of significant importance in the organization (Grapentine, 2002).

When the interaction between service provider and receiver is positive, it will almost always influence service delivery in the organization. Therefore, interaction and reciprocity between provider and receiver have become an important component in organizational performance, and are measured on a regular basis, for the purpose of continuous efficiency (Irgy, 2002).

The human capital theory serves as an important basic component in HR consultancy. The relations between them are a result of their focus on the use of the human resource as part of the process for economical productivity. The human capital theory is an economical theory according to which human abilities - knowledge, skills, health and efforts are an integral part of the State's capital, in addition to its natural financial resources. This theory assumes that the investment in the training and education of the work force will lead to an increase in turnout (Mith, W. J, 2000).

The purpose of this paper is to identify service specifications provided by the internal consultant and the expectations from him. These expectations will be examined on four levels: the employee, the manager, the organization and the project. This research would also expand the knowledge base in this area, and suggest new perspectives for improving the quality of service.

The importance of this research will be in that as opposed to most of the research in the area, done using mailed questionnaires, this research will use semi-open interviews which will be conducted face to face.

It is therefore reasonable to assume that large discrepancies between what is desired and what is achieved will be related to a low level of satisfaction.

By examining the quality of service metrics in Intel, we will be able to define critical metrics for the internal consultant that would positively affect the company and improve it.