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Showing posts with the label strategy implementation

Measuring Service Quality Beyond Metrics

Service management within the hotel industry is vitally important for raising perceived customer value. The more value an organization develops the more likely customers will experience a positive impression of the business. This impression has dollar and cents value. Despite this knowledge many hotels have a difficult time implementing new customer service programs that further their strategic interests. Part of the problem may lay in the culture of the organization, improper metrics, and a misaligned perception of total service quality.  Let us assume for a minute that a new program to reduce checkout speed failed after implementation. The decision-makers trained the front desk representatives and measured the amount of customers they have attended to within the metric time-frames. Even though the speed increased the level of service declined as employees attempted to meet the service metric and ignored fundamental service expectations.  Even though management has pushed

Organizational Configuration and Operational Efficiency

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Organizations seek to create market advantages and higher levels performance. While executives try and make a market impact it is the investors who desire to obtain stock value increases. Spending fewer resources while creating efficiencies raises the value of both the organization and its stock price. Improvements in organizational efficiency can be found through the proper implementation of strategy and the alignment of all the parts. Synergy is created through both management and employee participation.   Configuration theory posits that each company has certain characteristics based upon their strategic objectives and that through configuration of these characteristic elements a higher yield of performance can be found (Van de Ven and Drazin, 1985). Efficiency is found through aligning various departments, specialties and resources in order to create less transactional waste and additional focus on objectives. Unfortunately, organizations often fail to create this synerg