Blue Mountain Resort Analysis

For different types of companies, quality might refer to quality of products or quality of service. Compares with quality of products, service quality is much more difficult to measure because service is intangible and acts and processes only existing in time. In addition, service has unique characteristic which cannot be found in products, such as customer influence, inseparability of production and consumption, heterogeneity, perishability and labor intensity (Nie & Kellogg, 1999). Even though, there are still many practitioners and academics are keen on measuring service quality because it has already emerged as a key strategic issue. Companies want to better understand service quality, and to establish methods for improving quality to achieve competitive advantage and build customer loyalty (Abdullah, 2006). Based on the importance of service quality, an increasing number of literatures and companies pay attention to measuring

Ralph Waldo Emerson emphasizes that if human beings keep relying on tradition to shape their individual character, then they will never make the leap of imagination to fully recognize the self and its consciousness. On the other hand, Alice Walker views tradition and the past as something that is essential to one’s present self because it shapes who one is. Alberto Rios feels that past memories can connect with the living present and aid in cultivating the self.

The early success of the novel business concept around highly valuable spa and health services at Canyon Ranch meant that it wouldn’t take long for other companies to copy their successful model. Canyon Ranch were looked at as the outstanding leader in this specialty, hospitality field. Others had tried to copy this business design and model but did not gain the success and status of Canyon Ranch. These competitors did not have the breadth of services that Canyon Ranch could offer due to their longevity. The wide availability of specialized services further increased the success of this business model and put competitors further out of reach, in part because they did not maintain the customer loyalty that was represented at Canyon Ranch. By the mid- 1990’s Canyon Ranch began to look to leverage technology in support of

Customer satisfaction and service quality are the two important components that direct anyone’s attention in every concept related to marketing, services, etc. (Spreng and Mackoy, 2006). In today’s competitive era, the success lies in

“Dave Sinclair vice-president of human resources at Blue Mountain Resorts, on December 2, 1999, was looking at his service quality program by introducing three new proposals to the company executive team on Monday December 5th” (Analysis of the Case, Campbell). “Blue Mountain had been using the service quality program for the past nine years, and has improved their service rated by the customers every year. The three proposals that Dave is reviewing are ways to enhance the customers experience at Blue Mountain Resorts by making it easier to navigate and reduce stress” (the BMR official cites). As Dave analyzed the three proposals he saw that they were a very logical continuation of the service quality program that he

Overcoming skepticism and bureaucratic inertia as a manager is instrumental to the success of this customer management agenda. The success of the company 's efforts to improve customer care and service are dependent on your commitment to the push for improvements with the belief that they are not only critical but also within our reach. It is my hope that as we devise and implement the plan, you will be able to foster a top-down commitment best customer management practices (Johnston, Clark, and Shaver).

Blue Mountain Resorts were first built in 1941, and it is the largest family-operated ski resort in Canada. The major problem in this case is that the CEO of the Blue Mountain Resorts has to decide whether to install facilitates or not for the night skiing in 1979-1980 winter skiing season. Maintaining comfortable capacity at ski resort is very important in this field of market. The capacity depends on the hill size, hill development, and lift facilities. Therefore, to provide the night skiing service, investing in hills and lifts are important factors. So, if the CEO decides to install the night skiing facilities, he needs to decide the price of the single-night lift ticket

Today's managers have access to an amazing array of resources which they can use to improve their skills. Some use the classical management approach especially traditional organizations while others use scientific management approach to solving organization problems and enhancing efficiency and productivity. Any of these approaches can be used in either a product or service base organization. These resources either tangible or intangible used to improve the product or skill of an organization determines its quality. Furthermore, in a predominantly service sector like the banks, interest rate or cost of transaction may be a considerable factor for patronage but quality of service is another critical factor used to woo customers. Infact, it is the major factor because poor quality service can even erode the goodwill of the organization. Quality is a relative concept and that’s why what one person regards as high standard or fit to the purpose

The hotel industry has transformed into a global industry that is characterized by competition (Kotler, et al., 2016). As a result, McQuarrie Hotel has used modern systems to improve its staff efficiency, customer experience and increase profitability and embraced current technologies to improve service delivery, staff efficiency, and profitability to gain a competitive advantage. McQuarrie Hotel requires constant review and change to respond to the ever-changing customer requirements and demands efficiently (Kotler, et al., 2016). Technology helped McQuarrie Hotel owners to achieve and maintain customer loyalty, increase profitability, and enhance the quality of services offered.

In the delivery of service in the industry the business will endeavor to improve in service provisions through technological innovations, training to their personnel and integrating the community for value added services ADDIN EN.CITE Behn2003247(Behn, 2003)24724717Behn, D., R. 'Why Measure Performance? Different Purposes Require Different Measures', Public Administration Review, European Journal of MarketingEuropean Journal of Marketing586-60663 (5)52003( HYPERLINK l "_ENREF_1" o "Behn, 2003 #247" Behn, 2003).

There are few issues like customer complaint, food quality and suppliers were not on time, most important .I can follow quality management principles to resolve these issues for company continuity growth and bringing old and new customers.

This report illustrates all about the service quality of an organization and this report helps to improve the quality of organization. In this report shows the service quality, dimension, advantage of lean process, kanban process and ten principle of good business process management of this organization.

What is the difference between the restaurant which has a high level of quality and one that does not? What is the difference between the business which has a real commitment to customer service and the one that does not? The answer is that the one seeks to motivate the workers to share the purpose of the company. It is no challenge to find a store where things are mediocre. But in stores where excellence is the goal the management motivates the staff to do and be more.

The guests of The Ritz Carlton as stated are not directly purchasing a tangible product, rather a service experience. Through this experience The Ritz Carlton may add to the company’s future worth. This consumers experience may obviously be “more valuable” than any other tangible asset. The Ritz Carlton realized how important this was, therefore, a team was assembled to research many of their day to day processes (Heizer & Render, 2014). Through their appraisal of methods, any issues were distinguished and addressed with achievable pathways to pursue in order to positively change these actions. The process is necessary in order to improve the customers experience. Again, benchmarks are necessary in order to track the progression towards a positive end result.

Identification of the key aspects of the business literature (e.g. service quality) to be underpins the study. This review should briefly cover the main ideas and business practice that will be considered. It should locate a sample of the some of the main sources and identify key critical issues that might arise. – Word Guide 750 – 1000.