Information on the thesis "Improving the quality of scientific laboratory services at the Center for Technical Standards, Metrology and Quality 3 through building a customer-oriented culture" by graduate student Luong Thanh Uyen, majoring in Science and Technology Management.1. Student's Full Name: Luong Thanh Uyen 2. Gender: Female 3. Date of Birth: April 19, 1970 4. Place of Birth: Saigon 5. Decision No. 2528/2007/QD-XHNV-KH&SDH, dated December 14, 2007, of the Rector of the University of Social Sciences and Humanities, Vietnam National University, Hanoi, recognizing the student. 6. Changes during the training process: None. 7. Thesis Title: Improving the Quality of Scientific Experiment Services at the Center for Technical Standards, Measurement and Quality 3 through Building a Customer-Oriented Culture. 8. Major: Science and Technology Management 9. Code: 60.34.72 10. Scientific Advisor: Assoc. Prof. Dr. Pham Ngoc Thanh - Head of the Department of Theory and Methodology, Deputy Head of the Faculty of Management Science, 11. Summary of thesis results: From the research process, the author has proposed the following contents to contribute to improving the quality of scientific experiment services at Technical Center 3: * Demonstrated the necessity of building a customer-oriented operational strategy through the Customer Relationship Management (CRM) model, in which it is necessary to build and maintain a customer-oriented culture to support and ensure the success of strategy implementation. * Identifyed paradigms of customer-oriented culture and supporting factors. * Propose a process for building a customer-oriented culture at Technical Center 3. * Propose a method for evaluating the implementation and maturity of a customer-oriented culture at Technical Center 3. 12. Practical application potential: The potential for applying the research results in practice is very high because this is a completely new research topic stemming from the unit's urgent practical needs. It can be proposed for application to gradually address existing problems in practice, contributing to improving the quality of scientific experiment services at Technical Center 3. 13. Future research directions: The author wishes to conduct further research on topics such as quality culture, continuous improvement culture, leadership and accountability culture, through models such as Customer Experience Management (CEM), Employee Relationship Management (ERM), People Performance Management (PPM), and performance management. Strategic Performance Management (SPM), Lean Six Sigma, Best-in-Class... work aims to further improve the quality management system of laboratory services at Technical Center 3 through modern management models. 14. Published works related to the thesis: None.
INFORMATION ON MASTER'S THESIS
1. Full name: LUONG THANH UYEN 2. Sex: Female 3. Date of birth: April 19, 1970 4. Place of birth: Saigon 5. Admission decision number: 2528/2007/QD-XHNV-KH&SĐH, dated 14th December 2007 by Rector of University of Social Sciences and Humanities, Hanoi National University. 6. Changes in academic process: No 7. Official thesis title: Improving the quality of science testing services at Quality Assurance & Testing Center 3 (QUATEST 3) by establishing customer focused culture. 8. Major: Science & Technology Management 9. Code: 60.34.72 10. Supervisors: Assoc.Prof.Dr Pham Ngoc Thanh 11. Summary of the findings of the thesis: Through the results of this thesis, the author suggests the following contents in order to improve the quality of science testing services at QUATEST 3: * To prove the need to establish customer focused strategy through Customer Relationship Management model, in which customer focused culture should be built and maintained to support and ensure the success of strategy. * To define the paradigm of customer focused culture and supporting factors. * To suggest the process of establishing customer focused culture at QUATEST 3. * To suggest the methodology of implementing assessment and maturity degree of customer focused culture at QUATEST 3. 12. Practical applicability: Practical applicability of this thesis is very positive because this is a new research originated in actual pressing demands of QUATEST 3. These suggestions shall be applied to solve the problems step by step in order to improve the quality of science testing services at QUATEST 3. 13. Further research directions: The author hopes to have opportunity to research further into management culture such as quality culture, continuous improvement culture, leadership and responsibility culture, etc. through modern management models, for example: Customer Experience Management (CEM), Employee Relationship Management (ERM), People Performance Management (PPM), Strategic Performance Management (SPM), Lean Six Sigma, Best-in-Class... to improve the quality of science testing services at QUATEST 3. 14. Thesis-related publications: Not yet.
