Night Club Operation Management Journal

Kostas E. Sillignakis – www.sillignakis.com

“Late Entertainment Venues industry: How Nightclubs may measure Customer Satisfaction and how the industry may add business value and create competitive advantage by using Six Sigma model – The “Breeze” Nightclub case study.”
By Kostas E. Sillignakis

CONTENTS PAGE
INTRODUCTION 1.0 THE “BREEZE” NIGHTCLUB CASE STUDY 2.0 MANAGEMENT SYSTEM DESIGN 2.1 ROLES AND RESPONSIBILITIES 3.0 THE TRANSFORMATION PROCESS MODEL 3.1 OPERATIONS MANAGEMENT CYCLE 3.2 FUNCTIONS AND PROCESSES 4.0 CUSTOMER SATISFACTION IN NIGHTCLUB INDUSTRY 5.0 PRODUCT & SERVICE ATTRIBUTES IN A NIGHTCLUB EXPERIENCE 6.0 MEASUREMENT OF CUSTOMER SATISFACTION 7.0 QUALITY MANAGEMENT – SIX SIGMA 8.0 APPLICATIONS OF SIX SIGMA TO “BREEZE” CASE – ACTION PLAN 9.0 LIMITATIONS AND DRAWBACKS CONCLUSION Figure 1.1: Organisational Chart of “Breeze Nightclub” Figure 1.2: Transformation Processes Figure 1.3: The Nightclub Cycle Figure 1.4: A Framework for Nightclubs Operations Management Table 1.0: Functions and Processes in “Breeze” Nightclub Table 2.0: Product/Services attributes in a Nightclub Experience p.1 p.1 p.1 p.2 p.4 p.5 p.5 p.6 p.7 p.7 p.9 p.11 p.13 p.13 p.14 p.15 p.15 p.16 p.17 p.18

REFERENCES

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Kostas E. Sillignakis – www.sillignakis.com

INTRODUCTION For the purpose of this researched report we will use the “Breeze Nightclub” case study as a vehicle to demonstrate current operational issues and challenges within the late entertainment industry, and we will conclude with recommendations and an action plan, giving guidelines of how those type of operations may add business value to their organizations and how to gain competitive advantage. We will start by describing and analyzing the type of operations carried and the operation processes within “nightclubs”. We will then focus on customer satisfaction and how it would be measured. Identifying critical success factors, and how a competent operations strategy may assist to achieve the

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