Service Quality Management: Group Consultancy Report - Essay Example

..9 Processes, Measurement, and Analysis…………………………………………………………9 Innovation, Change, and learning……………………………………………………………..10 Expected results……………………………………………………………………………….10 Regional issues likely to influence/impact the business………………………………………11 Conclusion………………………………………………………………………………………12 Bibliography…………………………………………………………………………………….

13 Appendix………………………………………………………………………………………..14 Executive Summary Magnetic Island is one of the most beautiful places in Australia which is located near northern Queensland’s capital called Townsville. Both domestic as well as international tourists love to spend their vacations in this beautiful natural place. The Island has many bays such as Nelly bay, picnic bay, Arcade bay, Horseshoe bay and Florence bay. However among these bays, Florence Bay is the most beautiful bay.

This is the reason that hotels, restaurants, and family resorts businesses have flourished in the area of Florence Bay significantly. However it is believed that service delivery culture in Townsville is not very strong. Therefore, in order to conduct family resort business successfully, quality management techniques must be applied in business. Performance excellence approach is the system which should be used by resort in order to synchronize and organize the distinct elements in a unified form.

The role of a leader is very crucial in the success of the business because the leader leads and directs the whole organization. Therefore, it is the responsibility of a leader to develop achievable vision, mission, objectives and value statement of the resort. The family resort should focus on its people in order to achieve the higher performance level of employees than those of competitors. For this purpose, multilingual, trained, and well educated professionals need to be hired by resort that must be presentable as this is a service oriented business and they have to face customers on a regular basis.

Moreover, investment in training and development of employees must be ensured by resort from time to time. Training to the right employees enhances employees’ performance and motivation. Along with that, resort should also ensure both intrinsic and extrinsic rewards of employees. Furthermore, effective communication technique must be presented in family resort. For this purpose, vertical decentralization system must be followed by the management of resort. This technique would be helpful in communicating the issues effectively from upper level management to lower level management and vice versa.

Moreover, different discount packages should be offered to customers such as “stay ten days and pay half” etc. Events organizations such as music, food and beach festivals are also important aspects which need to be focused by the manageme