Blue Mountain Resorts

ISSUES Blue Mountain Resort (BMR) has achieved revenue growth and speediness expansion over the years. However, management has noticed that the company has an urgent need to improve its service quality to differentiate itself and hold up out the leader of the industry. Dave Sinclair, the coordinator of the service quality program, must submit rough newly actions to work the problems for the coming peak moderate. The canonical trouble is that the poor service quality has become a major obstacle for BMRs long margin destruction which is to become the 5-start resorts for recreational sports. The immediate problems include: 1) clients eternally notice it difficult to obtain the purify breeding or way (e.g. parking and direction chaos); 2) inefficient randomness fall to regain data (e.g. inventory - out of stocks); 3) uncertainty close to customer flow to optimize deed capacity and resources; 4) boring pelt along of service and long line-ups during peak durat ion; 5) no central database or internal intranet for effective information sharing among departments. The idea causes of the problems are the poor information consolidation and inadequate operation system. ANALYSIS As the busy Christmas season is coming, management must solve the immediate issues which are exceedingly urgent and important.

The first running(a) issue is customer flow, which includes improving readiness and effectiveness in guiding the customers to obtain what they fate with the correct information. Consumers are always sent to different places for simple problems. The new customers are everlastingly frustrated with misdirection, which will impact their r! eturns and information of BMR as low quality resorts. The problem could be attributed to seasonal employees overleap of knowledge about the companys functions and poor information sharing within the company. Additionally, the process of respondent customers questions (e.g. rentals) is very time-consuming. The lack of information sharing has created difficulties in satisfying...If you want to get a full essay, order it on our website: BestEssayCheap.com

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