TOTAL QUALITY MANAGEMENT (MGT 4050)
ASSIGNMENT 1
“The Reservation Nightmare”
BY:
NJENGA ROSEMARY WAMBUI
ID NO. 639835
UNITED STATES INTERNATIONAL UNIVERSITY-AFRICA
LECTURER: MR. MAINA MACHARA The Reservation Nightmare
1. Summarize the service failures associated with this experience
I agree fully with Mr. Harrington that his experience was a nightmare. As a potential customer I would take my money elsewhere to avoid what he went through. The failures associated with this service are;
a) It took too long for the answering machine to pick up Mr. Harrington’s call. If a machine is going to pick up your call, it should do so on the first ring, that is the reason it was installed.
b) Mr. Harrington is not a first-time customer …show more content…
Staff at ABC Travel Services need to be sensitized on this to ensure customers are treated with courtesy and service provided as the customer requires it and when he requires it.
• Involve customers on service delivery by requesting them to rate service received and how you can be of better use to them. Continuously make improvements as per customer’s suggestions.
b) Process orientation
• Have in place a process of “how things are done” in this case handling incoming calls.
• A process should clearly show the flow of activities, what comes after what action, then what follows, what if there is a deviation? Brainstorm with those in charge of doing the job on what it takes to complete the job from start to finish. Implement the process, evaluate if it works well, and then make adjustments as necessary until it works right.
• If there are deviations from the process, then put measures in place so that a manager/supervisor who is in charge to handle those difficult cases or be consulted on the next course of action.
c) Employee engagement and …show more content…
They ought to know their niche in the market and ensure services provided produce repeat customers.
g) Management by fact
• ABC Travel services already have a tool in place that works well in that once a customer provides their 19-digit number, their data is retrieved immediately and a sales person can immediately see the name of the customer.
This tool should be enhanced to provide other details related to travel patterns of the customers, payment mode etc. A customer may be travels to a holiday destination every December, the travel service can call the customer in February to make travel arrangements for December – it would be cheaper for the customer and will ensure the customer is loyal to the service provider as he saves him money.
h) Visionary leadership
• It is my hope that senior staff at ABC Travel Services are a role model to junior staff. It is unfortunate that sometimes we blame junior staff but they are only mimicking the senior staff.
• Have a leadership that knows what is to be achieved and how to get
ASSIGNMENT 1
“The Reservation Nightmare”
BY:
NJENGA ROSEMARY WAMBUI
ID NO. 639835
UNITED STATES INTERNATIONAL UNIVERSITY-AFRICA
LECTURER: MR. MAINA MACHARA The Reservation Nightmare
1. Summarize the service failures associated with this experience
I agree fully with Mr. Harrington that his experience was a nightmare. As a potential customer I would take my money elsewhere to avoid what he went through. The failures associated with this service are;
a) It took too long for the answering machine to pick up Mr. Harrington’s call. If a machine is going to pick up your call, it should do so on the first ring, that is the reason it was installed.
b) Mr. Harrington is not a first-time customer …show more content…
Staff at ABC Travel Services need to be sensitized on this to ensure customers are treated with courtesy and service provided as the customer requires it and when he requires it.
• Involve customers on service delivery by requesting them to rate service received and how you can be of better use to them. Continuously make improvements as per customer’s suggestions.
b) Process orientation
• Have in place a process of “how things are done” in this case handling incoming calls.
• A process should clearly show the flow of activities, what comes after what action, then what follows, what if there is a deviation? Brainstorm with those in charge of doing the job on what it takes to complete the job from start to finish. Implement the process, evaluate if it works well, and then make adjustments as necessary until it works right.
• If there are deviations from the process, then put measures in place so that a manager/supervisor who is in charge to handle those difficult cases or be consulted on the next course of action.
c) Employee engagement and …show more content…
They ought to know their niche in the market and ensure services provided produce repeat customers.
g) Management by fact
• ABC Travel services already have a tool in place that works well in that once a customer provides their 19-digit number, their data is retrieved immediately and a sales person can immediately see the name of the customer.
This tool should be enhanced to provide other details related to travel patterns of the customers, payment mode etc. A customer may be travels to a holiday destination every December, the travel service can call the customer in February to make travel arrangements for December – it would be cheaper for the customer and will ensure the customer is loyal to the service provider as he saves him money.
h) Visionary leadership
• It is my hope that senior staff at ABC Travel Services are a role model to junior staff. It is unfortunate that sometimes we blame junior staff but they are only mimicking the senior staff.
• Have a leadership that knows what is to be achieved and how to get