...Introduction Service recovery is now recognized as a significant determinant of customer satisfaction and loyalty. As a result, stabilizing the endangered relationship with dissatisfied customers by using the effective service recovery strategies and procedures became the main focus of much customer retention to improve the competitive advantage of the hospitality organizations. In this research paper, we firstly indicate the unambiguous interpretation and crucial role of service recovery in hospitality industry. Therewith the paper point out the predict variables of service recovery which means the possible factors having great impact on the effectiveness of employee’s service recovery performance. Furthermore, the paper indicates the road to the effective service recovery which shows the viewpoints such as the customer-oriented commitment, empower the front-line employee and how to make brilliant recoveries. All of these statements are based on the numerous authority investigations with the real cases existing in today’s hospitality industry. The paper also discuss the failure prevention and service guarantees which are closely related to service recovery and introduce the dominant point “prevention is better than cure” . The goal of this article is able to help the hospitality firms develop better complaint handling policies, improve recovery procedures and recovery training, increase customer loyalty and ultimately improve their competitive advantage. ...
Words: 4124 - Pages: 17
...the third one is related to human character and integrity. The critical issues are as follows: a) the company had lack of quality control system, b) the company had lack of inventory control and management system, and c) Paul showed unethical behavior and influenced George to follow the same. Detailed analyses of each of the critical issues are discussed below with appropriate references. Quality Control The company did not seem to have an effective quality control system in place. The night shift employees were asked to complete the job without putting any emphasis on the quality of the product. The management was happy as long as the assigned job was completed within the period of night shift. The company provided no training to the employees (as evidenced by the instant hiring and putting George at work immediately with no training) on how to establish, monitor, and assure the quality of the product that they produced. The night-shift employees had no idea about the harmful effects of the polluted product on the consumers and the possible consequences the company would have to face for it. Not to mention that if the consumers get sick due to their poor milk product, the company could be sued and might even go bankrupt. The night shift employees could not see the big picture and were worried to lose only 500 gallons of milk. If the quality control system were in place Paul would not be thinking about removing the filters that could have resulted in producing a...
Words: 5147 - Pages: 21
...management-research question hierarchy for Ramada. The management dilemma in this case is the difference in number of employees hired at each Ramada franchise that could potentially affect customer service ratings. The management question is how can customer satisfaction be influenced throughout each property and Ramada franchise? Some research questions that can be considered are: what about hiring the best people to help continue the brand of Ramada’s quality of service? What about providing a training program to help portray the kind of quality service employees should be demonstrating to customers? Also how can management help motivate the employees to serve customers better? The investigative question to evaluate is if new employees as well as old employees and management will be committed to change during this process? The measurement questions would consist of what customer service models can we imitate or refer to? What program can we develop similar to what we have observed among other customer service models? The management decision is Ramada now hires employees by screening for characteristics revealed by Predictive Index. Ramada now trains employees through CD-based multi-media training where employees can self learn at their own pace due to the training programs flexibility. Lastly, the motivation program focuses more on rewarding employees for various reasons other than exceptional performance. 2. Apply the research process model to the Ramada research initiative. A. Explain...
Words: 690 - Pages: 3
...numerous activities and processes such as packaging, inventory, warehousing, supply chain and logistics. Effective distribution channel management can improve sales and customer satisfaction. Related Articles * Channel Management Techniques * What Is a Marketing Channel or Channel of Distribution? * How to Write a Marketing Distribution Channel Strategy * Distribution Channel Selection Factors * How to Analyze the Code of Ethics of an Organization * How to Build a Text Distribution List on Your iPhone Channel management is a technique for selecting the most efficient channels or routes to market for your products and services, and deriving the best results from those channels by applying appropriate financial, marketing or training resources. Channels to market include such distribution methods as direct sales from a website, sales force or call center and indirect sales through distributors or retailers. You analyze the effects of channel management by measuring factors such as changes in your share of the market or the volume of sales via certain channels, the changing costs of going to market through certain channels, and varying levels of customer satisfaction achieved by certain channels. Ads by Google Internet Degree programs Earn your Degree via the Internet no class attendance. www.aiu.edu Market Share By selecting the most effective channel to market and focusing resources on that channel, you can increase market share. If you market your...
Words: 602 - Pages: 3
...all, the present paper reviews the relevant literature about IM. In the next step, the elements of IM are introduced. Then, the main objectives of IM are clarified. Further, the relevant literature of HRM and the link between IM and HRM are described. Thereafter, by proposing a model, this paper illustrates the linkage between IM and HRM which leads to firm’s superior performance. This paper states that Marketing and Human Resource management departments should be aligned and integrated with each other. In other words, it is necessary, to have a market-oriented HR managers in order to make an impact on the success of an organization. HR managers should apply the same strategies that marketing managers use to promote products and services outside the organization. Therefore, the tools that are widely used in the external environment (e.g., market research, segmentation and targeting) could be employed internally to motivate the employees. KEYWORDS: Internal Marketing, Human Resource Management. ______________________________________________________________________________ INTRODUCTION In today’s uncertain and competitive environment,...
Words: 4781 - Pages: 20
...Effectiveness Of Quality Management System focusing on the Peoples Involvement by the selected employees of Minerva Marine Agency Incorporated”. In compliance with the requirement, we would like ask support in answering the following questions. Your survey response will be strictly confidential. If you have questions at any time about the survey or procedures you can contact the following numbers: Lhovely: 09334948320 Cheska: 09227916597 Arvy: 09153151025 Louie: 09163511691 Thank you for your cooperation and may God Bless you! Respectfully yours, Lhovely Keinth L. Lagarteja Cheska Marie C. Salazar Arvy Keith C. Matematico Louie R. Novio SURVEY QUESTIONNAIRES Respondent’s Profile Name (optional):_____________________________________________________________ Please specify your department_________________________________________________ 1. To what extent are the 8 principles of Quality Management system (QMS) implementation guides the employees on Minerva Marine Agency Incorporated. Please put a check on your answer: | Highly implemented | Implemented | Slightly implemented | Not implemented | Customer focused * Establishes and maintains good working relationships with customers by understanding and responding promptly and courteously to customer needs and expectations. * When a customer is dissatisfied, the company usually corrects the problem to their satisfaction. * Ensuring that the objectives of the organization are linked to customer needs and expectations...
Words: 1074 - Pages: 5
...Chain and Total Quality Management Summary The benefits of using planned supply chain and total quality management and how to make them work for your company. Introduction Many companies work with no formal systems in their operational planning. This report looks at what these companies need to do to adopt planned supply chain and total quality management. It first defines the term supply chain management and total quality management and gives detailed descriptions of what they both are. It then goes on to highlight the benefits of using planned supply chain and total quality management. Cost areas are addressed and additional costs that the company will incur are discussed, the section also gives details of savings that will be made by implementing these systems. The following section looks at how to plan and then integrate these systems in to the business. Various ways of motivating employees to make these systems work are discussed. And finally a number of obstacles the company may face are shown and ways to overcome them are given. Research methods Information was gathered form a variety of books. Each book was analysed to find information relevant to the report. Topic areas were then identified and these formed the sub-titles in the research analysis. Information from the books was then categorised and placed under a appropriate sub-title. Research analysis What is supply chain management and total quality management? ...
Words: 2656 - Pages: 11
...------------------------------------------------- RE: Analysis of Comprehensive Balance Scorecard for Otago Museum It is a great pleasure to have the opportunity to work with you. According to your request, I have completed the design of the comprehensive Balance Scorecard (BSC) for our museum. The newly designed comprehensive Balance Scorecard (BSC) is divided into four sectors: Financial, Learning and Growth, Internal Process and Community Perspective. Financial is concerned with supporting further programs and operations under learning and growth. A better internal process will be developed in a well developed learning and growth environment. We are working toward our prime mission “To be an inspirational museum of which the people of Otago and New Zealand are proud.” Community innovation and engagement in the community perspective are our final goals with this Balance Scorecard (BSC) (See Appendix 3 and 4). Financial Objective Understanding that the financial situation is the foundation to support the ongoing program and contracture operation, and our first priority is to strengthen our financial circumstances. According to the 2009 statement of financial performance report, the revenue generated from museum tickets and the café and gift shop operations have exceeded our expectations. The café and gift shop operations can be our focus next year. Besides, the majority of funding is from local sponsorships. We did not obtain any national funding from the government during 2009. National...
Words: 1235 - Pages: 5
...Ahmed Reg #: BBA-13-11 Class: BBA (5th Semester) Session: 2013-2017 Subject: Total Quality Management Submitted To: Sir Naqi Haider Acknowledgement: First and Foremost, I would like to thank Almighty Allah for his blessings. I would like to thank my Module Instructor “Sir Naqi Shah” for his valuable guidance and advice throughout this project. Without his superior knowledge and experience, the Project would not pursue in a quality of outcomes. Table of Contents: * Introduction * General Introduction * Company Introduction & Products (Nestle) * Mission & Vision Statement and Core Values * Mission Statement * Vision Statement * Core Values * Tasks * Task # 1 * Task # 2 * Task # 3 * Task # 4 * Conclusion * Recommendations * References and Bibliography Introduction: Today’s business world is highly dynamic uncertain and challenging the globalization and rapid peace of technology results in the integration of social culture economic and unsituational markets. Today the customers are very much aware about the market trends they know what is good for them and they want quality products and services at reasonable prices. The organization must effort to attract and retain customers long term and this can only made if the organization can design and develop strategic planning to establish goals and...
Words: 3249 - Pages: 13
...THE FACTORS INFLUENCING CUSTOMER SATISFACTION IN ORGANIZATIONS WITHIN THE BANKING SECTOR IN KENYA ONE: INTRODUCTION 1.1 Background to the study Customer satisfaction within the banking institution is measured by many factors, which may or may not be quality related and is the key determinant as to whether a customer will be loyal to the baking service provider (Taylor and Baker, 1994). Satisfied customer will refer other to the same services by word of mouth. In the contrary, unsatisfied customers will seek better service elsewhere, give negative reference to the poor service provider, and blame their former service providers. Therefore, banks must aim at fostering long-term relations with their customers (File and Prince, 1992). Banks need to proposition their services from the operational to marketing aspects such as retail, business and corporate banking, insurance and investment. In order to satisfy each type of customer segments, the banks prefer to subdivide the tasks in different divisions. The Commercial bank of Africa and Barclays banks are examples of diversified banking institution which have been successful in satisfying customer needs even during current global market adjustments (Qin & Prybutok, 2009). In Kenya, customer satisfaction is a bank’s strategy for increasing revenues, since it signifies the retention of customers which is much economical than drawing new customers. There are varied views about what satisfies a customer, given the operational...
Words: 11605 - Pages: 47
...their focus is custom homes, they have expanded their services into building out residential subdivisions in rapidly growing communities. Currently, Benchmark is a company with less than ten employees, but the growth in their building services mandates an expansion of their workforce. In order to align the company’s employee development needs with their organizational goals, an assessment of current training practices was completed, and the results reviewed and discussed as follows. Company Goals Benchmark’s goals are to provide customer satisfaction and to increase their production each year. Their current year-end projection for homes completed is seventeen. This number includes five custom homes, which are completed per contract with the homeowner, and twelve homes in which Benchmark builds a spec home on a lot they own and then sells it through their listing company. Benchmark’s goal for the next fiscal year it to build twenty-five spec homes and complete the three customs they currently have under contract as well as any others they may be asked to build within the year. This increase in production will require additional field managers and administrative assistants as well as an in-house engineer to develop additional house plans. Developing a training program that aligns with the company’s strategic goals is important for Benchmark’s success. According to Noe (2010), “Corporate strategic goals influence the company’s human resource strategic plans, which in...
Words: 791 - Pages: 4
...Chapter 1: What is Management? 1. Describe what management is. Management is getting work done through others with the use of effectiveness as well as efficiency. Managers have to be concerned with the efficiency and effectiveness in the work process. Effectiveness is accomplishing tasks that help fulfill organizational objectives such as customer service and satisfaction. Efficiency is getting work done with a minimum of effort, expense or waste. 2. Explain the four functions of management. Managers will serve their company well when they plan, lead, organize and control. Managements who perform these four managerial functions are well more successful. Planning is determining the organizational goals and a desire to achieve them. It is a good way to improve a company’s performance because it encourages people to work hard for extended periods, engage in behaviours directly related to goal accomplishment, and think of better ways to do their jobs. Organizing is deciding where decisions are made, who will do what jobs and tasks, and who will work for whom in the company. Leading involves in inspiring and motivating workers to work hard and try their best to achieve organizational goals. Controlling is monitoring progress toward goal achievement and taking corrective action when needed. The basic control involves in setting standards to achieve goals, comparing actual performance to those standards, and then making changes to performance to those standards...
Words: 2641 - Pages: 11
...The Impact of HR Focused TQM Practices on Employee Satisfaction & Loyalty in the Financial Sector of Pakistan Burhan Nawaz Butt, Aamir Daraz, Nauman Imtiaz, Junaid Jameel, Ali Raza, Zunair Akram, Tauqeer Ahmad, Farhat Abbas, Israr Khan Niazi, Javeria Mehmood, Irum Naz Department of Management Sciences, Mohammad Ali Jinnah University, Islamabad, Pakistan Abstract: Introduction: * Research Objectives: * Financial Sector of Pakistan: Literature Review: * TQM and its Importance: It has been argued that the use of TQM practices has a synergistic impact on organizational performance (Schonberger, 1986; Cobb, 1993). Some studies have found that the use of TQM practices reduces manufacturing process variance, eliminates reworks and scraps, and improves quality performance (see Daniel and Reitsperger (1991), Flynn et al. (1995) and Schmenner and Cook (1985). In addition, there is considerable anecdotal evidence (Crosby, 1984; Hayes and Wheelwright, 1984; Gerwin, 1987; Harmon and Peterson, 1990) on the extent to which TQM initiatives enhance the potential for firms to improve their performance. More recently, empirical evidence suggests that there are direct and indirect relationships between the adoption of TQM practices and firms’ performance levels (Hendricks and Singhal, 2001; Kaynak, 2003). Fortune 1000 companies surveyed indicated that firms achieved greatest success when they pursued both TQM and employment involvement simultaneously. Kevin...
Words: 10408 - Pages: 42
...Introduction Businesses enterprise has been realized that there is a need to restructure their business practices and become more customer-focused. All recent business approaches and techniques have generally aimed at improving performance, increasing profits, gaining market share, and most importantly satisfying the customer who has become more educated and more demanding than ever. In the last two decades two organizational development models have dominated the business world for a considerable period of time namely Total Quality Management (TQM) and Core Process Re-engineering (CPR). TQM and CPR share a cross-functional relationship. Quality specialists tend to focus on incremental change and gradual improvement of processes, while proponents of re-engineering often seek radical redesign and drastic improvement of processes. Quality management often referred to as TQM or continuous improvement, means programs and initiatives, which emphasize incremental improvement in work processes, and outputs over an open-ended period of time. In contrast, reengineering, also known as business process redesign or process innovation, refers to prudent initiatives intended to achieve radically redesigned and improved work processes in a specific time frame. In contrast to continuous improvement, CPR relies on a different school of thought. The extreme difference between continuous process improvement and core process reengineering lies in where the start from and also the magnitude and...
Words: 9463 - Pages: 38
...InterClean Job Training and Mentoring Program Rozenia Cummings HRM/531 August 2, 2010 Julie Gedro CONFIDENTIAL MEMORANDUM TO: InterClean Executives FROM: Sales Manager DATE: August 2, 2010 RE: InterClean Job Training and Mentoring Program Currently, the sales force excels at demonstrating and selling products, but under the newly proposed solutions/service model, reps will be grouped into multi-functional teams prepared to support InterClean’s high-quality products with high-quality service. The sales teams will be instructed in development of full-range service packages tailored to individual accounts. The sales teams will be trained to engage directly with facilities managers, health care professionals and operational executives in their customers’ organizations, (InterClean, 2005). All initial training will happen within the next 90 to 180 days, with certain courses being continually updated upon the release of new rules and regulations. The job analysis of the sales team has determined that in order to implement this new solution/service model the sales personnel will need to more knowledgeable about emerging issues in sanitation, environmental regulation of cleaning and cleaning systems, and OSHA standards, ( InterClean, 2005). Therefore the sales training was developed to focus on specific skills related to behavior and performance that will ultimately have an impact on customer satisfaction. In developing training to address these...
Words: 1575 - Pages: 7
