to provide nle recommendations on increasing nps by 10% until june 2018

1、THESISPROPOSALToprovideNLErecommendationsonincreasingNPSby10%untilJune2018客戶認為：這個公司的員工方面沒有太多問題，是這個公司的客服缺少培訓，導致對客戶的回答不一致，有時候導致客戶對NLE的服務有點疑惑JULY292017HOGESCHOOLROTTERDAM0859086STUDENT:JIAWENYECOMPANYSUPERVIS:MRMINGLIANSUPE

2、RVIS:TAHIRANIGHATSECONDREADER:DENNISW.RIGHTERSVERSION7.0ContentsAbstract......................................................................................................................................01.Introductio

3、n.............................................................................................................................11.1backgroundoftheganization.................................................................

4、.......................11.2Problemdefinition............................................................................................................11.2.1Managementissues..............................................

5、......................................................21.2.2ResearchquestionsResearchobjectives:............................................................21.2.3Ishikawadiagram...........................................

6、............................................................32.Theeticalfoundation...........................................................................................................32.1Valuestreammapping.........

7、.............................................................................................32.2WarehouseManagementSystems(WMS).......................................................................32.3Economicbenefitso

8、fwarehousingwarehousehling...........................................42.4SERVQUALmodel..........................................................................................................42.5PromoterSce.............

9、.............................................................................................52.6TheyXtheyY.....................................................................................................53.Methodolo

10、gy..........................................................................................................................63.1Researchapproach............................................................................

11、................................63.1.1Qualitativeresearchquantitativeresearch..........................................................63.1.2Primarysecondarydata...........................................................

12、............................63.2Datacollection..................................................................................................................73.2.1Survey................................................

13、........................................................................73.2.2Deskresearch.............................................................................................................83.3Dataanalysis.....

14、................................................................................................................83.4Validityreliability.....................................................................................