24/07/13 Lecture Five: Internal Relationship Management 1 MNG00441 HOSPITALITY SERVICES MANAGEMENT Where are we at? 2 Last lecture: o Quality of service: definitions and importance o Service quality vs. customer satisfaction o Managing‚ measuring and improving SQ o Assessable activities so far 2.1 to 2.4. Today: 2.5 Study week next week HSM Lecture 5: Internal Relationship Management Today’s session HSM Lecture 5: Internal Relationship Management Readings
Premium Marketing Customer service Sales process engineering
the fact that they help solve a real problem thus making people’s lives easier. One of them Is GrabTaxi‚ a taxi booking app that has shot to fame in the last couple of years. We chose this company as it is one of the hottest start-ups in South East Asia. 1.1 Background of the organization GrabTaxi is a company that makes a smartphone app that allows users to book a taxi using their smartphones. It was founded in Malaysia in 2012‚ by Anthony Tan. Anthony was a student at Harvard and realised the
Premium Competitor analysis Supply and demand Names of large numbers
Practices of Internally Assuring the Quality of Assessment 1.1 The internal verifier is at the heartof quality assurance in N/SVQ’s‚ both within the national framework and within the quality and management systems of each approved centre. The role‚ in terms of managing assessment so that it consistently meets national standards‚ is central to maintaining public confidence in each and every N/SVQ issued. Therefore internal verification is a key factor in managing ‘risk’ and ensuring that when
Premium Management Quality assurance Assessment
Southwest Airlines: Control Mechanisms Southwest Airlines is a dynamic organization that is researched and studied by many. One reason for this attention is the positive corporate culture. This culture attracts dynamic people to the organization who are encouraged to be innovative and grow as leaders while supporting and promoting the mission of the airline. This culture was established through effective planning‚ organizing and leadership. To maintain this culture and the success of the airline
Premium Southwest Airlines Airline ATA Airlines
STRATEGIC CONTROL- ERIK TREFFTZ Strategic Control refers to the activity of analysis and surveillance of the Strategic Planning. Its main objective is to monitor and implement corrective measures when facing any kind of deviation in the original Strategy‚ after comparing it with the Strategic Standards‚ and thus granting the good-riddance of the company´s targets. It works through the establishment of reference points‚ rules‚ methods and devices that allow to measure the development efficiency
Premium Strategic management Organization Strategy
Management and control Issue to be highlighted | Relevant references | Recommendations | DIRECTOR’S DUTIES * Directors‚ Encik Zayed and Puan Hashimah do not understand about the Companies Act 1965 and his responsibilities | * Section 132 of Companies Act 1965 : director of a company shall at all times exercise his powers for a proper purpose and act bona fide (in good faith in the best interest of the company) * Shall exercise reasonable care‚ skill and diligence with the knowledge and
Premium Corporation Management Types of business entity
Assignment 6.2 Employees as Internal Customers In recent years‚ m any employers and employees have been faced with a horrid economic downturn. Many employees have been laid-off‚ demoted and a slew of other horrible issues. Many employers let go of average employees and retained the high-performers. What seems to be the norm nowadays is to pinch every penny and never give more than what is necessary. This leads to employers devaluing their employees and making high performers feel inadequate and
Premium Employment
Internal Analysis Tangible resources Apple’s tangible resources are extensive and widely documented despite the company’s high level of security in matters of design. The value of analysing the tangible assets of the organisation lies in the determination of the potential for the creation of competitive advantage (Grant 2007). In terms of financial resources‚ the case quotes Apple’s market capitalisation is approximately US $550 billion‚ with sales annually over $100 billion. This makes Apple the
Premium Steve Jobs Apple Inc. Apple Store
CHAPTER 1 1. INTRODUCTION 1.1 Background To The Study Control" and "organization" are terms indispensable in the framing of any understanding of modern business: as such they are terms which almost go before comprehension‚ as the givens of discourse. At the same time‚ they represent critical forms of modern knowledge-power. First‚ they are central to the structuring and running of the modern world in general (and not just the economic world): but also‚ as is increasingly recognized‚ they
Premium Internal control
Assignment 2: External and Internal Environments Monique Allen Brodnax BUS 499 Business Administration Capstone Dr. Lucinda Blue Strayer University July 28‚ 2012 Segments of the General Environment Introduction This research paper will describe Capital One’s general environment‚ technology and political and legal segments‚ forces of competition‚ Predicting and addressing
Premium Strategic management Financial services