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Browsing Graduate School for Business Leadership by Author "Ramphal, Roy"

Browsing Graduate School for Business Leadership by Author "Ramphal, Roy"

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  • A Complaints Handling System for the Hospitality Industry 
    Ramphal, Roy (African Journal of Hospitality, Tourism and Leisure, 2016)
    The hospitality and tourism industry is growing rapidly globally and will be faced with a huge influx of customers. Since this industry is also dependent on word-of-mouth and customer reviews to attract customers, it is ...
  • The impact of laboratory quality assurance standards on laboratory operational performance 
    Ratseou, E; Ramphal, R.R. (African Journal of Hospitality, Tourism and Leisure, 2014)
    It has become a trend for companies to implement and be certified to various quality management systems so as to improve consistency, reliability, and quality of product delivery to customers. The most common quality ...
  • The need for a quality standard for assurance in medical research laboratories 
    Cohen, S; Ramphal, R.R. (African Journal of Hospitality, Tourism and Leisure, 2014)
    The objective of this article is to show the results of a research study conducted to evaluate the need for a quality standard specific for medical research laboratories based on the shortfalls of ISO 15189 when used for ...
  • Overview of the new ISO 9001:2015 standard and challenges ahead 
    Ramphal, Roy (2015)
    Many South African organizations including those in tourism and hospitality sectors are aware about the launching of the revised ISO 9001:2015 and are concerned as to how the changes will affect them. Some of the reasons ...
  • The performance of South African shared services 
    Ramphal, Roy (2011)
    Many South African companies are adopting the shared services methodology because this structure has led to lower operating costs, greater business efficiency, and improved internal service quality in international ...
  • Proposed use of a Shared Services Structure for improving academic quality at public universities 
    Ramphal, Roy (2015)
    University academic performance is normally measured against criteria for teaching and learning, research output, academic citizenship and more recently community engagement. Academics spend a considerable portion of their ...
  • A quality framework for service in shared services environments 
    Ramphal, Roy (2011)
    Dissatisfaction with the quality of shared services remains a problem for the customers who use them. One of the reasons for this is the absence of quality frameworks and models appropriate for shared service environments. ...
  • A Quality Tool box for the Hospitality Industry 
    Ramphal, Roy (African Journal of Hospitality, Tourism and Leisure, 2016)
    The objective of this article is to provide a description of quality in services, methods of evaluation and the use of Ishikawa’s basic quality tools for diagnosing quality related problems specifically for the hospitality ...
  • Service and quality and quality service: satisfying customers in the hospitality industry 
    Ramphal, R.R.; Nicolaides, Angelo (African Journal of Hospitality, Tourism and Leisure, 2014)
    The purpose of this paper is to identify related literature and cases regarding the management of quality in the hospitality industry. It appears that Parasuraman‟s gap model between expectations and delivery still appears ...

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