OE710 Optimalisering dienstverlening
Klas: HABSLOVT3S
Inleverdatum: 15-05-2023
Versienummer: 1e
Datum: 15-05-2023
, OE710 Optimalisering dienstverlening
Auteur(s):
Titel: OE710 Optimalisering dienstverlening
Begeleidende docent: Martien Schriemer
Klas: HABSLOVT3S
Versie: 1e
Opleiding: Business Studies Logistiek
Jaar: 3
Onderwijseenheid: Hogeschool Inholland Haarlem
Datum: 15-05-2023
, Inhoudsopgave
OPDRACHT 1 ................................................................................................................................................... 4
1.TEVREDENHEIDSONDERZOEK ONDER DE HUIDIGE KLANTEN ............................................................................................ 4
1.1 Informatiebehoefte en doelstelling.......................................................................................................... 4
1.2 Onderzoeksmethode ................................................................................................................................ 4
1.3 Topiclijst ................................................................................................................................................... 4
OPDRACHT 2 ................................................................................................................................................... 6
OPDRACHT 3 ................................................................................................................................................. 10
3. USABILITYONDERZOEK ........................................................................................................................................ 10
3.1 Doelstelling ............................................................................................................................................ 10
3.1.1 Methode van observatie ..................................................................................................................... 10
3.2 Observatie onderwerpen ....................................................................................................................... 10
3.3 OBSERVATIEFORMULIER .................................................................................................................................... 11
OPDRACHT 4 ................................................................................................................................................. 12
VRAAG 1 ............................................................................................................................................................. 12
Vraag 1a ...................................................................................................................................................... 12
..................................................................................................................................................................... 13
Vraag 1b ...................................................................................................................................................... 13
VRAAG 2 ............................................................................................................................................................. 14
Vraag 2a ...................................................................................................................................................... 14
Vraag 2b ...................................................................................................................................................... 15
VRAAG 3 ............................................................................................................................................................. 16
Vraag 3a ...................................................................................................................................................... 16
Vraag 3b + c ................................................................................................................................................. 16
Vraag 3d ...................................................................................................................................................... 18
..................................................................................................................................................................... 18
Vraag 3e ...................................................................................................................................................... 18
VRAAG 4 ............................................................................................................................................................. 19
..................................................................................................................................................................... 19
..................................................................................................................................................................... 19
..................................................................................................................................................................... 19
Vraag 4a ...................................................................................................................................................... 19
Vraag 4b ...................................................................................................................................................... 20
Vraag 4c ....................................................................................................................................................... 20
BIBLIOGRAFIE ............................................................................................................................................... 21
BIJLAGES ............................................................................................. FOUT! BLADWIJZER NIET GEDEFINIEERD.
Klas: HABSLOVT3S
Inleverdatum: 15-05-2023
Versienummer: 1e
Datum: 15-05-2023
, OE710 Optimalisering dienstverlening
Auteur(s):
Titel: OE710 Optimalisering dienstverlening
Begeleidende docent: Martien Schriemer
Klas: HABSLOVT3S
Versie: 1e
Opleiding: Business Studies Logistiek
Jaar: 3
Onderwijseenheid: Hogeschool Inholland Haarlem
Datum: 15-05-2023
, Inhoudsopgave
OPDRACHT 1 ................................................................................................................................................... 4
1.TEVREDENHEIDSONDERZOEK ONDER DE HUIDIGE KLANTEN ............................................................................................ 4
1.1 Informatiebehoefte en doelstelling.......................................................................................................... 4
1.2 Onderzoeksmethode ................................................................................................................................ 4
1.3 Topiclijst ................................................................................................................................................... 4
OPDRACHT 2 ................................................................................................................................................... 6
OPDRACHT 3 ................................................................................................................................................. 10
3. USABILITYONDERZOEK ........................................................................................................................................ 10
3.1 Doelstelling ............................................................................................................................................ 10
3.1.1 Methode van observatie ..................................................................................................................... 10
3.2 Observatie onderwerpen ....................................................................................................................... 10
3.3 OBSERVATIEFORMULIER .................................................................................................................................... 11
OPDRACHT 4 ................................................................................................................................................. 12
VRAAG 1 ............................................................................................................................................................. 12
Vraag 1a ...................................................................................................................................................... 12
..................................................................................................................................................................... 13
Vraag 1b ...................................................................................................................................................... 13
VRAAG 2 ............................................................................................................................................................. 14
Vraag 2a ...................................................................................................................................................... 14
Vraag 2b ...................................................................................................................................................... 15
VRAAG 3 ............................................................................................................................................................. 16
Vraag 3a ...................................................................................................................................................... 16
Vraag 3b + c ................................................................................................................................................. 16
Vraag 3d ...................................................................................................................................................... 18
..................................................................................................................................................................... 18
Vraag 3e ...................................................................................................................................................... 18
VRAAG 4 ............................................................................................................................................................. 19
..................................................................................................................................................................... 19
..................................................................................................................................................................... 19
..................................................................................................................................................................... 19
Vraag 4a ...................................................................................................................................................... 19
Vraag 4b ...................................................................................................................................................... 20
Vraag 4c ....................................................................................................................................................... 20
BIBLIOGRAFIE ............................................................................................................................................... 21
BIJLAGES ............................................................................................. FOUT! BLADWIJZER NIET GEDEFINIEERD.
