Nurturing Customer Care
A case study of productivity improvement within the hospitality industry Introduction A recent report indicated that in Ireland we need to improve national productivity in order to boost our economy, attract more tourists and continue to attract inward investment. This is particularly true in the hospitality sector where European tourism is set to grow over …
In many businesses the Standard Operating Procedures Manual sits on the top shelf of the office – like a trophy – proudly displayed, but rarely disturbed. The conventional joke is “the bigger the Manual, the more difficult it is to take it down from the top shelf”. These Manuals are normally written by the most …
Every process in your organization has a customer, and without a customer a process has no purpose. In their book, Managing Quality in Tourism, by Tony Lenehan and Denis Harrington, the authors talk about how the change and uncertainty of recent years has intensified the difficulties inherent in managing customer expectations. Across all industries customers …