Building employee capacity to improve service quality and performance in Chateau restaurant

HO CHI MINH CITY OPEN UNIVERSITY UNIVERSITÉ LIBRE DE BRUXELLES

SOLVAY BRUSSELS SCHOOL OF

ECONOMICS & MANAGEMENT

MBQPM 6

TRAN ANH THANG

BUILDING EMPLOYEE CAPACITY TO IMPROVE

SERVICE QUALITY AND PERFORMANCE

IN CHATEAU RESTAURANT

MASTER FINAL PROJECT

MASTER IN BUSINESS QUALITY AND PERFORMANCE MANAGEMENT

Ho Chi Minh City

(2018)

HO CHI MINH CITY OPEN UNIVERSITY UNIVERSITÉ LIBRE DE BRUXELLES

SOLVAY BRUSSELS SCHOOL OF

ECONOMICS & MANAGEMENT

MBQPM 6

TRAN ANH THANG

BUILDING EMPLOYEE CAPACITY TO IMPROVE

SERVICE QUALITY AND PERFORMANCE

IN CHATEAU RESTAURANT

MASTER FINAL PROJECT

MASTER IN BUSINESS QUALITY AND PERFORMANCE MANAGEMENT

Tutor: Jacques Martin

Ho Chi Minh City

(2018)

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DECLARATION OF AUTHENTICITY

I, the undersigned, _________________________________________, declare that

this final project is my original work, gathered and utilized especially to fulfil the

purposes and objectives of this study, and has not been previously submitted to any

other university for a higher degree and that all the assistance received in preparing

this thesis and sources have been acknowledged

.

_________________________________

Signature

__________________________ _________________________________

Date Name in Block

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ACKNOWLEDGEMENTS

This work would not have been possible without education and knowledge that have been

transferred by Solvay Brussels School of Economics and Management professors who have

spent their time and effort coming to Vietnam to teach. Especially, I would like to take this

opportunity to express special gratitude to Professor Jacques Martin, who is the professor,

mentor and tutor guiding and helping this work done.

I am grateful to all of my classmates with whom I have had the pleasure to spend time with

them in the past 15 months. I have learned so much from their skills, knowledge and

professional experience.

Lastly, I also would like to show my appreciation to my colleagues, friends and family

members who gave me much support during my study and this final project.