Master

Permanent URI for this communityhttps://dspace.esm-tlemcen.dz/handle/123456789/1

Les thèses de Master

Browse

Filters

2019 - 20202

Settings

Subject: search.filters.subject.Quality

Search Results

Now showing 1 - 2 of 2
  • No Thumbnail Available
    Item
    La mise en place d’un système de management de la qualité et son influence sur les pratiques des ressources humaines : cas de Naftal
    (école superieure de managment tlemcen, 2019-06) ZAHALI Tahar Mounir
    An increasingly demanding customer, a market share that is difficult to reach because of strong competition, many stakeholders waiting to be reward, represent huge challenges for the company that they must pay attention. Quality, this term who has evolved over time, has helped the company to take care of these challenges will increasing its performance. This work will treat the implementation a quality management system, according to the ISO 9001 v 2015 standard at the company Naftal which is leader in its field. How to implement this QMS and how it can bring more for the company especially for the human resources activity in its competence aspect, how can it detect these non-conformities and malfunctions while following its strategic thinking. To prepare this work we visited the CDQM and the CDHR and we found out that Natfal suffer from competence assessment
  • No Thumbnail Available
    Item
    دور جودة الخدمات في تحقيق رضا الزبائن - وكالة البيض –دراسة حالة مؤسسة موبيليس
    (المدرسة العليا للإدارة الاعمال تلمسان, 2020-06-24) خولة بردان
    This study represents to highlight each dimension of the quality of services provided and to determine which dimensions have an impact on achieving customer satisfaction. We divided our study into two parts, a theoretical part consisting of two chapters, containing all concepts related to the quality of services and customer satisfaction and the relationship between them. And a practical part related to the field study, our selection of Mobilis as the place for our study as the first distributor of the mobile network in Algeria, so that we distributed a questionnaire to a sample of Mobilis customers at El Bayadh Agency in order to collect and analyze data and know the results. Finally, we concluded that the customers of Mobilis Mobile Network Agent are satisfied with the services provided to them, rate their quality highly, and attach great importance to security and trust.