Quality Service Management Case Study Example | Topics and Well Written Essays - 1250 words

Quality Service Management - Case Study Example Spencer was in maintaining quality service by the hotel staff as a result of which he and his family had to wait for a long time before they could finally check in into their room. There were also unavailability of staff to escort them to their room as they had luggages and also a kid. They had to struggle to reach their room this indicates a clear service quality gap as the hotel was not being able to meet the basic requirements of their guests. The guests waited for a long time in queue due to inefficiency of the front desk operators. The hotel even did not possess an effective knowledge management which resulted into same room being allocated to two guests. There was even lack of communication between the hotel staff and guests and this caused the guests to wait for a long time for services such as availability of even room keys. The staff of the hotel also did not take to deliver appropriate services to the guest and there were no staff available to attend the guests if they came after 11pm. Remington Hotel was not able to handle queries of the customers and neither had efficient staffs who could deliver the guests standard services and even could contribute towards making the experience of their guests at their hotel a memorable one. The most important service quality dimension that needs to be considered by Madeline for further service improvement was assurance. The hotel staff and even design of the facilities that were offered to the guests was very low in assuring that they were able to meet quality standards in comparison to other hotels. Madeline needs to improve assurance factor so as to deliver high quality services to all its guests. The main factors that build this assurance aspect are well trained staff, technologically advanced system and quick services as per the requirements of their guests (Lockyer, 2013, pp. 75-76). These factors need to be handled very effectively so that the guests do not come up with such

How Each Corporate Culture Differs From the Other Assignment - 9

How Each Corporate Culture Differs From the Other - Assignment Example For several decades, the Coca-Cola and PepsiCo have been in operating in the beverage industry asserting each other to capture a high amount of market share, improvement and promotion imprint amidst its consumers. Though friendly activities have been adopted by both the companies to maintain their leading position in the global level, however, it can be said that the main reason behind the continuous adaption of new techniques to attract new customers is their own strategy to change customer preferences and consumption. As a result, it has been viewed that the actions of both the company are often compared. Amid all the factors that have been in debate amid many critics relating to the two companies, the corporate culture prevailing in these two companies is considered to be one of the major factors that have to differentiate these two companies from each other (Grinton, 2010; Barney, 2003). The aspect of culture is considered to be the first priority in Coca-Cola as the company beli eves in developing an environment which would help in developing true dedication that would help in adapting the values of the company as one own. The first cultural aspect that is being followed in all its plans since its establishment is considering all the local business located in various part of the globe as a single entity. The Coca-Cola brand is determined for its representation of various qualities such as caring, connecting, integrity and excellence. The company also believes in a co-operative form of culture where all employees are provided the opportunity of sharing their ideas whether they work as a lower level staff or are a member of the higher authority. Additionally, emphases are also made to develop a close relation amid all the members working in a group within the organization as it is believed that establishing a close relation would help in developing skills that would directly facilitate in accomplishing the organization goal efficiently. Additionally, it has b een viewed that the company recruits people from around the world as it helps in determining the best policy and practice that would help to maintain a balanced working environment (The Coca-Cola Company, 2013; The Coca-Cola Company, 2009). Considering the aspect of culture it is observed that PepsiCo maintains a rigid and managerial form of culture within the organization. The company believes in blazing new traits and is viewed to implement guidelines and rules that help the individuals to develop commitment towards their job but as a team to strengthen the company performance as a whole. The company also strongly believes in recruiting people from a diversified background as it is believed that recruiting people from diversified background helps in understanding the preferences and the demands of different people belonging to different geographical regions. Additionally, an innovative form of culture also prevails in the company which motivates all employees in the company to adh ere innovative ways to meet the discriminating taste and preferences of its global customers (PepsiCo, n.d.).