第十五屆決策分析研討會 The Malcolm Baldrige National Quality Award Case Study: Ritz-Carlton Hotel Company, L.L.C. Chakrit Chansukko William Firman Ha Tuan Anh Abstract The Malcolm Baldrige National Quality Award framework is probably the best-known excellence award model, and the world’s most widely used excellence framework for self-assessment. The criteria are designed to help organizations improve their competitiveness by focusing on two goals: continually delivering improved value to customers,
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assessment has been written by me and represents my own work. This work has not been previously submitted. All sources information has been appropriately acknowledged and referenced. I have maintained and will continue to maintain the confidentiality of any persons/organisations referred to in this assessment. I permit this assessment to be copied for academic processes (such as moderation). I have retained a copy of this assessment electronically.
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Session 1. What makes Google Googley? The case highlights how the strategy and business model of Google have been supported by various aspects of organizational behavior, such as structure, talent, culture, and leadership. In this way, it fits very well with the guiding framework of OB that we have adopted for the course. The major aspects of the case concern the company’s unique combination of organizational elements and how this configuration has given the firm a strong and vibrant culture
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Introduction Service recovery is now recognized as a significant determinant of customer satisfaction and loyalty. As a result, stabilizing the endangered relationship with dissatisfied customers by using the effective service recovery strategies and procedures became the main focus of much customer retention to improve the competitive advantage of the hospitality organizations. In this research paper, we firstly indicate the unambiguous interpretation and crucial role of service recovery in
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into the croups portfolio with the Boston Consulting Group (BCG). According to Johnson et all described in their book Exploring Corporate Strategy, ”A business model describes the structure of product, service and information flows and the roles of the participating parties” For example a it is how the description of raw material is being converted to a final product and transferred to the final consumer. SWOT Analysis SWOT analysis is a tool that helps us develop strategic development by creating
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IMPLEMENTATION OF A COMPUTERIZED HOTEL BUSINESS BILLING SYSTEM. (A CASE STUDY OF MODOTEL HOTEL LIMITED ENUGU) ABSTRACT This work is carried out to identify and discuss the need for a computer system in hotel business billing system. A hotel business is a hospitality industry which caters for both leisure and well being of its guest. The duties of hotels are to offer accommodation to their guest and to render services to them. These services are usually personal.
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How does purchasing activities influence the profitability of the foodservice establishment? In an organization such as the food service industry its major objective impacting the maximization of profit, one of the most vital role in an establishment striving towards success is being knowledgeable in the purchasing activities of on establishment. Conversely, the failure to properly control food costs can have a more devastating effect than overspending in most other cost categories. It is not
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1919 by its founder Conrad Hilton. Since then the company has expanded geographically, produced original hotel and travel concepts, and developed innovative technologies to enhance the guest experience. Their 93-year history as pioneers in the industry makes them the number one venue for travelers, developers, partners, and team members alike. The company was until recently known as Hilton Hotels Corporation. The new Hilton Worldwide is now owned by the private equity firm "The Blackstone Group".
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Task 1: 1.1 Discuss accommodation and front office services for different organizations. Different hotel offers different type of accommodation and services. Some hotel may offer a complimentary breakfast when guest checked in but some might not have this type of services available in their hotel. These hotels are categorized under a system called the hotel rating systems. Hotel ratings are used to classify hotels according to their quality. Its main purpose is to inform travelers on basic facilities
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Davis group Planning a Budget * Davis Service Group PLC employ around 17,000 people. * Its shares are quoted on the London Stock Exchange. * It mainly cleans and maintains things like industrial textiles, such as protective clothing. * They do this for four sectors work wear, healthcare, hotels and restaurants and general facilities. * They are a national company but only in Europe. * Careful budgeting has helped Davis to continue to be a profitable company even through the
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