Managing Quality, Customers and Performance

Pages 8 (2008 words)
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In the world we live today, it must be amply clear that quality has no substitute and a company must consider improvement in quality as a means of bringing in product differentiation. This becomes of prime importance in case of hospitality business, where the company is supposed to understand the needs of a customer well and prepare his services accordingly.


This statement sums up the kind of efforts required to deliver value to the customer and for producing a quality product. An individual's beliefs or conceptions about what is desirable, good or bad - forms the value system (Kotler, 1974). For Hotel Hilton, Optimus Ireland's Best award in December 2006 will go a long way towards encouraging it to perform still better. Innovation, excellence and value addition go hand in hand in today's competitive environment. Customers and the target segments are crucial stakeholders for hotel Hilton. Different types of value addition strategies are adopted by businesses to grow. These could involve trying out different types of market-product combinations, carrying out the business according to certain sets of principles, segmenting the market in their own way, or relying on the feedback of customers for shaping the final service. All this is possible only with the coordination and management of employees of the hotel, service processes, technology and other resources in order to produce better services for the customer.
Hilton Hotels Corporation is recognized all over the world as a well known hospitality company1, offering guests and customers the finest accommodations, services, amenities and value for business or leisure. ...
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