Quality Management Quality management is multifaceted and goes beyond the concept of customer service to include additional factors such as employee satisfaction and involvement A single random interaction with a hotel employee can make the difference between satisfied customer, an impressed customer or a customer who goes online and writes a bad review about his hotel experience. By concentrating on employee satisfaction as well as customer service, a hotel can increase the likelihood that all its employees will provide excellent customer service as well. Flexibility Flexibility is a key factor in quality management as well as being a critical success factor for the hotel industry. Customers can have completely different expectations of a hotel, so managers need to be given the authority to make decisions to accommodate them when possible. A manager hampered by an inflexible set of policies may be unable to fix a customer problem and earn that customer's loyalty and good word outh in the future. A manager with the authority to make exceptions when appropriate is in a much better position to turn a situation around and earn a good reputation for customer service and high quality. Internal & External Factors That Affect an Organization Every organization has its own culture. Almost everything that affects an organization's ability to compete and respond successfully to changes in the external environment - ultimately, the organization's success or failure is an aspect of that culture. The internal factors determine how the organization moves forward, both as a self-contained organizational entity and in response to its external environment. Internal Factors: Mission Why does an organization exist? What is its purpose? Answering these fundamental questions describes an organization's mission. A successful organization has a clear sense of its ultimate purpose and knows how it intends to fulfill that purpose. Steve Jobs' original mission statement for Apple is a great example th describes in a few words both the company's ultimate goal, "To make a contribution o the world," and how it intends to reach that goal, "by making tools for the mind hat advance humankind."
Quality Management Quality management is multifaceted and goes beyond the concept of customer service to include additional factors such as employee satisfaction and involvement A single random interaction with a hotel employee can make the difference between satisfied customer, an impressed customer or a customer who goes online and writes a bad review about his hotel experience. By concentrating on employee satisfaction as well as customer service, a hotel can increase the likelihood that all its employees will provide excellent customer service as well. Flexibility Flexibility is a key factor in quality management as well as being a critical success factor for the hotel industry. Customers can have completely different expectations of a hotel, so managers need to be given the authority to make decisions to accommodate them when possible. A manager hampered by an inflexible set of policies may be unable to fix a customer problem and earn that customer's loyalty and good word outh in the future. A manager with the authority to make exceptions when appropriate is in a much better position to turn a situation around and earn a good reputation for customer service and high quality. Internal & External Factors That Affect an Organization Every organization has its own culture. Almost everything that affects an organization's ability to compete and respond successfully to changes in the external environment - ultimately, the organization's success or failure is an aspect of that culture. The internal factors determine how the organization moves forward, both as a self-contained organizational entity and in response to its external environment. Internal Factors: Mission Why does an organization exist? What is its purpose? Answering these fundamental questions describes an organization's mission. A successful organization has a clear sense of its ultimate purpose and knows how it intends to fulfill that purpose. Steve Jobs' original mission statement for Apple is a great example th describes in a few words both the company's ultimate goal, "To make a contribution o the world," and how it intends to reach that goal, "by making tools for the mind hat advance humankind."
Chapter1: An Overview Of Strategic Marketing
Section1.2: Dollar Shave Club: The Company For Men
Problem 2C
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Please explain the photo attached and cite some examples thank you
Transcribed Image Text:while a nearby competitor also emphasizes creating a quality experience for the
customer, then visitors will go to the latter. Hotel owners need to be aware of what
hotels all over the world are doing to attract new customers and earn their
loyalty.
Quality Management
Quality management is multifaceted and goes beyond the concept of customer
service to include additional factors such as employee satisfaction and involvement
A single random interaction with a hotel employee can make the difference between a
satisfied customer, an impressed customer or a customer who goes online and writes
a bad review about his hotel experience. By concentrating on employee satisfaction as
well as customer service, a hotel can increase the likelihood that all its employees will
provide excellent customer service as well.
Flexibility
Flexibility is a key factor in quality management as well as being a critical
success factor for the hotel industry. Customers can have completely different
expectations of a hotel, so managers need to be given the authority to make decisions
to accommodate them when possible. A manager hampered by an inflexible set of
policies may be unable to fix a customer problem and earn that customer's loyalty and
good word of mouth in the future. A manager with the authority to make exceptions
when appropriate is in a much better position to turn a situation around and earn a
good reputation for customer service and high quality.
Internal & External Factors That Affect an Organization
Every organization has its own culture. Almost everything that affects an
organization's ability to compete and respond successfully to changes in the external
environment - ultimately, the organization's success or failure - is an aspect of that
culture. The internal factors determine how the organization moves forward, both as a
self-contained organizational entity and in response to its external environment.
Internal Factors: Mission
Why does an organization exist? What is its purpose? Answering these
fundamental questions describes an organization's mission. A successful organization
has a clear sense of its ultimate purpose and knows how it intends to fulfill that
purpose. Steve Jobs' original mission statement for Apple is a great example that
describes in a few words both the company's ultimate goal, "To make a contribution
to the world," and how it intends to reach that goal, "by making tools for the mind
that advance humankind."
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