国际商务管理 社会学心理学 信息和知识管理管理类作业 经济学作业 法律作业 市场学作业 语言学作业 金融作业格式 会计作业格式 物流管理作业
返回首页

英国优秀管理学作业鉴赏-Defining quality in terms of perception and expe

论文题目:Defining quality in terms of perception and expectation can sometimes reveal some surprising results
论文语言:英语论文 English
论文专业:管理学作业
字数:2000
学校国家:英国
是否有数据处理要求:否
您的学校:keele university
论文用于:BA essay 本科课程作业
补充要求和说明:
 

Assignment

The following two case studies represent two very different approaches to quality.  Discuss, with reference to ONE or BOTH of the following:

Case study 1
Quality at the Four Seasons Canary Wharf
The first Four Seasons Hotel opened over 40 years ago.  Since then the company has grown to a chain of over 60 properties in 25 countries.  Famed for its quality of service the hotel group has http://ukthesiss.com/thesis_sample/guanlileizuoye/  won countless awards including the prestigious Zagat survey ranking as ‘top hotel chain’ internationally.  From its inception the group has had the same guiding principle, ‘to make the quality of our service our competitive advantage’.  The company has what it calls its Golden Rule: ‘Do to others (guests and staff) as you would wish others to do to you.’

‘It may be a simple rule, but it guides the whole organization’s approach to quality,’ says Karen Earp, General Manager of the Four Seasons London Canary Wharf Hotel, who was recently voted Hotelier of the Year by one of the most popular trade journals.  ‘Quality of service is our distinguishing edge.  The golden rule means treating your guests with courtesy and intelligence.’
 Slack, Chambers and Johnston Operations Management (2007) p537

 Useful source
 


Case study 2
Tea and Sympathy
Defining quality in terms of perception and expectation can sometimes reveal some surprising results.  For example, Tea and Sympathy is a British restaurant and cafe in the heart of New York’s West Village.  Over the last ten years it has become a fashionable landmark in a city with one of the broadest range of restaurants in the world.  Yet it is tiny, around a dozen tables packed into an area little bigger than the average British sitting room.  Not only expatriate Brits but also native New Yorkers and celebrities queue to get in.  As the only British restaurant in New York, it has a novelty factor, but also it has become famous for the unusual nature of its service.  ‘Everyone is treated in the same way,’ says Nicky Perry, one of the two ex-Londoners who run it.  ‘We have a firm policy that we don’t take any shit.’  This robust attitude to the treatment of customers is reinforced by ‘Nicky’s rules’, which are printed on the menu.



------分隔线----------------------------
UK Thesis Base Contacts

24小时在线客服

QQ:77276002

Email:77276002@qq.com

推荐内容