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Operations Management - Coursework Example

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The client is an organization engaged in providing hotel services and accommodations in each of their twelve holiday centres spread over the Mediterranean and the Caribbean. Each holiday centres also provide water sports facilities including restaurants, bars, entertainments and…
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Operations Management
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Download file to see previous pages The client is an organization engaged in providing hotel services and accommodations in each of their twelve holiday centres spread over the Mediterranean and the Caribbean. Each holiday centres also provide water sports facilities including restaurants, bars, entertainments and retail establishments. The engagement is to automate the production of quarterly reports for submission to Headquarter and to provide real time daily reports to local management and weekly reports to senior management stationed at the Headquarter. The proceeding pages will indicate the integration definition of the organization (Podeswa, 2008).
Part of the engagement is to overcome the following challenges that need to be resolved quickly. Improve if not overhaul the image of the organization to negate the impact of disgruntled customers that obliterates their ability to have repeat customers. The primary focus is to determine what part of the business is having difficulties if not the part of the business where customer experience is at its worst. Gathering data related to customer satisfaction is an essential foundation for the solution that will be recommended since its success or efficacy can only be determined if a baseline performance has been measured.
A primary solution that can be implemented to resolve the reporting requirement is to automate the frontline portion of the process to get an accurate data capture process that can provide reliable data. The same mechanism or process can also be employed to measure key performance indicators (Bissessur, 2010) that are primarily designed to measure customer satisfaction. Customer complaints and feedback methodology will also be used to determine if not validate the data reflected by the metrics that measures the key performance indicators for customer satisfaction.
Customer Satisfaction rate = Customer Complaints received/Total ...Download file to see next pagesRead More
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