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Library Skills

In: Business and Management

Submitted By Chrismal93
Words 2629
Pages 11
1.0 Introduction
1.1 Purpose
The purpose of this assignment is to provide consultation to Ramada to improve the diminishing customer satisfaction for their services. Ramada aims to increase customer satisfaction by 25% by December 2014.

1.2 Company Information
Ramada is a hotel chain that started in 1953 in Chicago and since then made its mark globally with operations in Australia, United Kingdom, Dubai and Sri Lanka. Its services range from Budget Inns to high end Plazas and Resorts. Worldwide it is recognized as a leading hotel chain. Ramada’s mission is its deep desire to serve customers the best they have to offer and to innovate according to the changing needs of its clients.

1.3 Background of Issues
Quality management means to ensure that a firm’s product or service is consistent and competitive through planning, control, assurance and improvement that are of the highest standards.
(Groth & Dye, 1999) recognize that customers do not buy a service because it is “nice”, rather because the service and related quality of service offer the best perceived value-to-resources choice available, thus it is important to have an all-round standard high quality within the service provided, especially for Ramada who’s issues of lacking standards and upkeep of services and the participation and concern of employees in relation to customers are fundamentals in ensuring “customer delight” and obviously success for the company in relation to profit or competitors.

1.4 Management Functions
The two management functions that will be analyzed in relation to Ramada’s goal is the Planning and Leading function. (Lamond, 1997) defines Planning as assessing the future and devising a plan of action. Leading is the process of influencing a group to achieve goals and plans (Robbins, Bergman, Stagg & Coulter, 2012). The leading function is broken down into leadership and…...

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