Thesis information "Improving the quality of scientific experimental services at the Technical Center for Standards, Metrology and Quality 3 through building a customer-oriented culture" by HVCH Luong Thanh Uyen, majoring in Science and Technology Management.1. Full name of student: Luong Thanh Uyen 2. Gender: Female 3. Date of birth: April 19, 1970 4. Place of birth: Saigon 5. Decision to recognize student No. 2528/2007/QD-XHNV-KH&SĐH, dated December 14, 2007 by the President of the University of Social Sciences and Humanities, Vietnam National University, Hanoi. 6. Changes in the training process: none. 7. Thesis topic: Improving the quality of scientific experimental services at the Center for Technical Standards, Metrology and Quality 3 through building a customer-oriented culture. 8. Major: Science and Technology Management 9. Code: 60.34.72 10. Scientific supervisor: Associate Professor. Dr. Pham Ngoc Thanh - Head of the Department of Theory and Methodology, Deputy Head of the Faculty of Management Science, 11. Summary of the results of the thesis: From the process of researching the topic, the author has proposed the following contents to contribute to improving the quality of scientific experimental services at Technical Center 3: * Proving the necessity of building a customer-oriented operational strategy through the Customer Relationship Management model, in which it is necessary to build and maintain a customer-oriented culture to support and ensure the success of the strategy implementation. * Identifying the paradigm of customer-oriented culture and supporting factors. * Propose a process for implementing the construction of 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 applicability: The possibility of applying the results of the topic in practice is very large because this is a completely new research content originating from the very urgent practical needs of the unit, which can be proposed for application to gradually solve the current problems in practice, contributing to improving the quality of scientific experimental services at Technical Center 3. 13. Further research directions: The author wishes to continue researching on contents such as quality culture, continuous improvement culture, leadership and responsibility culture, through models such as customer experience management (CEM - Customer Experience Management), employee relationship management (ERM - Employee Relationship Management), employee performance management (PPM - People Performance Management), efficiency management Strategic Performance Management (SPM), Lean Six Sigma, Best-in-Class... to contribute to further improving the quality management system of the experimental service of Technical Center 3 through modern management models today. 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.
