W4As Premier Kayak - Essay Example

Premier Kayak al Affiliation Premier Kayak What “gaps” do you see that the resulting system addressed? The resulting system addressed the gaps in the communication process between customers booking either online or through traditional paper reservations. The previous systems (either online or paper reservations) were flawed in terms of tendencies for overbooking and necessitate re-scheduling or refund; in conjunction with addressing concerns of irate customers (White & Bruton, 2011). Likewise, under the paper reservations, there were clear problems ensuing from the inability to access the record (containing the booking, reservations, and confirmed schedules), which are usually not accessible to all stakeholders.

As such, the inefficiencies in previous booking and reservations system required designing a new model which would address the disclosed gaps. The model was noted to provide access to an accurate schedule of booked customers who already paid and the information is provided to crucial personnel at Premier Kayak to enable staff members, especially tour guides, to provide the needed service. The model thereby prevents overbooking and ensures accuracy in making reservations for scheduled tours only in defined number of kayaks at a particular available date and time.2. What were the key innovations that Premier Kayak’s reservation system implemented to avoid making the reservation system a painful process to customers?

The key innovations that Premier Kayak’s reservation system which avoided making the reservation system a painful process to customers included defining the available slots for the kayaks in any particular day, time, and location to prevent overbooking. Likewise, only customers who confirmed reservations through payments made online would be confirmed for the kayak tours. In addition, these schedules have defined tour guides who could access the information and abide by the reservations made.

As such, the reservation system, which is available and accessible to customers and employees, would avoid overbooking or the need for rescheduling. This prevented having to refund customers due to unavailable tour guides or lack of kayaks at preferred booking dates. The new method also prevented having to contend with irate customers or the need to make refunds. Overall, the system improved Premier Kayak’s image as a reliable and dependable organization in their field of endeavor.3. What evaluation and control methods would you recommend to make certain the innovations perform as expected?

The evaluation method that is recommended to make certain that the innovations perform as expected is through customer feedback surveys (Foot, 2013). The survey would gather information pertinent to the customers’ satisfaction on services rendered by Premier Kayak. Likewise, the 360 degree assessment is another evaluation tool that solicits information from various stakeholders: employees, customers, managers, and other individuals or groups conducting business with Premier Kayak (U.S. Office of Personnel Management, n.d.).

In terms of the control methods, managers should design standards of performance and measure the ability of employees to reach identified goals within stipulated time frames. The control methods would include sanctions for violations of policies and procedures; as well as incentives for exemplary performance. Overall, these evaluation and control methods would assist in ensuring that innovations perform as expected and improvements to the system could be made, when creative inputs and suggestions are recommended.

ReferencesFoot, C. (2013, November 20). Using Customer Surveys to Evaluate Service Delivery Performance. Retrieved from rdx.com: http://www.rdx.com/Blog/dba_tips/2013/11/using-customer-surveys-to-evaluate-service-delivery-performance/U.S. Office of Personnel Management. (n.d.). 360-Degree Assessment: An Overview. Retrieved from opm.gov: https://www.opm.gov/./performance./performance./360assessment.pd.White, M., & Bruton, G. (2011). The Management of Technology and Innovation: A Strategic Approach.

South Western Cengage Learning.