StudentShare solutions
Triangle menu

Service Organisation - Case Study Example

Nobody downloaded yet

Extract of sample
Service Organisation

Accessibility is a key issue and an importance operations management issue for hotels and this essay will use Holiday Inn Nottingham as a case study to analyse the operational functions of a service organisation.
The operational functions of an organisation are those that enable it to undertake its role (Flaherty 1996, Slack et al 1998). In the case of a service organisation, the operational functions would be those that implement the organisation's core service. In the case of Holiday Inn Nottingham, its operational functions will involve those functions that enable customers to book their services, and the people involved in making sure this is carried out appropriately. The operational functions of an organisation are also determined by the three roles as implementers of business strategy, supporters to the business strategy and as the drivers of business strategy (Flaherty 1996, Slack et al 1998). This has several meanings for Holiday Inn Nottingham, because as an implementer of business strategy it will have to ensure that it puts the general Holiday Inn strategy into place. This would include attracting customers to the hotel by managing and promoting the Holiday Inn brand in Nottingham, through marketing and advertising the organisation. As a support of business strategy, Holiday Inn Nottingham has to develop resources to provide the capabilities which are needed to allow the hotel to achieve its strategic goals (Flaherty 1996, Slack et al 1998). Holiday Inn Nottingham has completed a major refurbishment of its hotel, and part of these refurbishments include modernising accommodation and business facilities, so that the hotel can fulfil its role in implementing the Holiday Inn business strategy. In terms of driving the business strategy, Holiday Inn Nottingham has to ensure that it retains its competitive edge (Flaherty 1996, Slack et al 1998) over other hotels in the city and the recent refurbishment demonstrates how Holiday Inn Nottingham is committed to driving business strategy. The modernisation of the rooms ensures that its customers and potential customers are accommodated in rooms that meet global standards in terms of quality and comfort. For its business customers, Holiday Inn Nottingham also offers free on-site car parking, which immediately puts it at a competitive advantage as a business venue as it represents the best value for its cost.

The operational functions of Holiday Inn are also better demonstrated by looking its performance objectives which include the quality advantage, the speed advantage, the dependability advantage, the flexibility advantage and the cost advantage (Harris 1989). In order to understand these advantages and the operational functions of Holiday Inn Nottingham better, a detailed examination will now follow of the organisation.

Service Package
The service package is the bundle of goods and services that is provided by Holiday Inn Nottingham (Lecture Notes). The most visible part of the service package is the hotel's supporting facility which consists of its guest rooms, facilities for guests and business facilities. The hotel offers three different types of guest rooms to cater for the different guest types; from single and double rooms to executive rooms and suites. Guests will also have access to a health fitness centre and internet connections in their rooms. Business customers also have a variety of room ...Show more


Holiday Inn Nottingham is part of the Holiday Inn franchise and is located very close to the Nottingham city centre. Its proximity to the city centre ensures that it benefits from a variety of clientele, and it also means that it can cater for both business clients and leisure clients…
Author : katherinereilly
Service Organisation essay example
Read Text Preview
Save Your Time for More Important Things
Let us write or edit the case study on your topic
"Service Organisation"
with a personal 20% discount.
Grab the best paper

Check these samples - they also fit your topic

QUANTAS Case Study Customer Service
It leaves a lasting impression and it guarantees that the customer will be back for more service that is if the interaction was handled pretty well. Working with numbers and actual QANTAS traffic as of July 2011 the company in total has carried 4,069,000 passengers.
6 pages (1500 words) Case Study
Customer Service
These two customer groups could be either leader customers of loyal customers. The latter drive 70% sales while the former define how the business environment will be like in near future. Following the categorization of customers, customer needs are determined i.e.
4 pages (1000 words) Case Study
Use Cases for ATM Service
Withdrawing money from an ATM involves the interaction and coordination of many heterogeneous system spatially and logically separated. It involves the interfacing of dissimilar components into one integrated super-system which functions as a money transferring unit.
4 pages (1000 words) Case Study
Organisation leadership
There has been considerable research on the effective, successful, or constructive leadership while very little work has been done to explore the facets and fundamentals of destructive leadership behavior (Trepper, 2000). Destructive leadership behavior can be defined as “the systematic and repeated behaviour by a leader, supervisor or manager that violates the legitimate interest of the organisation by undermining and/or sabotaging the organisation's goals, tasks, resources, and effectiveness and/or the motivation, well-being or job satisfaction of his/her subordinates” (Einarsen, Aasland, and Skogstad, 2007, p.
8 pages (2000 words) Case Study
Ritz carlton hotel company case study
for instance, a local and a small retail shop would not require long time to train employees compared to an international hotel serving people from different diversities. Advantages of extending the seven days training for the Ritz Carlton hotel company In the 1990, Patrick Mene, the then chief quality office was mandated to integrate and prioritize on the values and concepts that ensure total quality of the hotel.
3 pages (750 words) Case Study
Managing organisation and people
The Lloyds TSB Bank was founded in 1735 and has since taken over a large share of the retail banking sector in UK. (Lloyds TSB Official Website). In recent times, it attrition levels have risen in the first year of an employee's tenure.
12 pages (3000 words) Case Study
Change management (organisation)
Change has a considerable psychological impact on the human mind. To the fearful it is threatening because it means that things may get worse. To the hopeful it is encouraging because things may get better. To the confident It is inspiring because the challenge exists to make things better.
12 pages (3000 words) Case Study
Service Operations Management
Also, operations management seems to be concerned primarily with the process of delivering a service, despite the fact that developing the service outcome is largely influenced by a service marketing orientation (Mayer, Bowen, and Moulton, 2003). Lovelock and Wirtz (2004) described the service concept as the outcome received by the customer consisting of an assortment of primary and supporting elements which can be both tangible and intangible.
8 pages (2000 words) Case Study
Marketing a New Service
The service conceived, is aimed at servicing the Private Life Insurers' requirement for accurate medical reports of life insurance prospects, with medical check ups being offered in a customer service oriented environment. The strategy for marketing this service adopts a two sided marketing approach, whereby the service not only meets the needs of the private life insurer but also meets the need for higher volumes among small and mid sized diagnostic centres.
55 pages (13750 words) Case Study
Customer Service at Nordstrom: A Way to Mitigate Potential Conflict
They have developed their brand value with the help of their accommodation conflict management approach that allows them to maintain a peaceful relationship with their consumers.
4 pages (1000 words) Case Study
Hire a pro to write
a paper under your requirements!
Win a special DISCOUNT!
Put in your e-mail and click the button with your lucky finger
Your email
Comments (0)
Click to create a comment
Let us find you another Case Study on topic Service Organisation for FREE!
Contact us:
Contact Us Now
  • About StudentShare

  • Testimonials

  • FAQ

  • Blog

  • Free Essays
  • New Essays
  • Essays

  • The Newest Essay Topics
Join us:
Contact Us