Radisson Hotel Case Solution And Analysis, HBR Case Study Solution & Analysis of Harvard Case Studies

Implementation of effective Service Guarantee Program:

With the help of Service Guarantee program, a company can add value offer to employees and customers, as well. These types of programs encourage customers to give voice to their complaints so that their queries can be analyzed, solved and promote employees to ensure offering high-quality service to them. Moreover, it will help the firm to find out customers who are dissatisfied with the hotel’s performance and the reason behind their dissatisfaction. Service guarantee will assist Radisson Hotel to find out the impact of service quality on the financial and overall business performance.

In addition to this, Radisson ought to incorporate their dedication to service quality into their strategic plans and concentrate on training of employees and giving backing in terms of providing good leadership. By executing their dedication to service quality, they can additionally concentrate on their service assurance and IT related arrangements. These arrangements not only just support them in the change of both workers and customer fulfillment but reinforce their strategy for the brand. Radisson ought to additionally mull over how they will adjust objectives of the hotel team, lodging workers, managers, corporate administration and corporate team along with its new brand strategy.

It is crucial for the company to meet and manage expectations of customers. The rationale behind this is to increase the customer satisfaction. As long as customers have the information about facilities and services provided by the company, chances and probability of their dissatisfaction gets lessen.

The Radisson needs to make sure that their 100% guest satisfaction program is under the budget and will not originate any financial troubles to the company.

Within the business, they allotted remittances of one percent focused around complaint by customers and produced a spreadsheet named as "customer defection” to show and break down the potential points of interest of the service guarantee. They likewise needed to make sure that the wording of the guarantee was proper, complete and took into consideration a two-stage guarantee, "In the event that you have an issue, please let us know and we will make it right or you will not have to pay." In an exertion to measure the accomplishment of the project, Radisson tried their 100% guarantee model with thirty hotels in distinctive markets. Within the execution methodology, there was a requirement for training. Appropriate training ought to unquestionably be conveyed to each of the inns’ employees, pioneers, leaders and official staff. By executing viable training, it might guarantee Radisson and every last bit of its areas enhanced client service, increase in worker performance and far superior dependability to make a step towards arriving at their objective of making Radisson "the most trusted and regarded brand around the world." After the successful session of training, the company needs to make sure its continuous implications. After that, they could begin marketing the guarantee and additionally actualizing a without toll telephone number for extra client help.

PDCA cycle:

An author named as W. Edwards suggested that in order to analyze and measure problems in businesses, proper process should be used and implemented. He further suggested that identification of business problems through proper process should be a continuous process that will help managers to be aware of company problems on a permanent basis. Therefore; he created a PDCA model commonly. The process consists of four steps which are plan, do, check and act.

Implementation of PDCA cycle:

Problem Identification:

The company is based on repairing of vehicles of all kinds. The problem is based on repairing vehicle for the customer.

Plan:

The first step in this cycle consists of planning, which includes establishment of objectives and defining ways to achieve it. In order to repair the vehicle, the company needs to identify the root cause of the problem which can be done through examining of the vehicle. The company also needs to evaluate the estimate of the cost associated with the maintenance and repairing of the vehicle..................................

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