Operation management and service analysis

1. Activity 1

1. a Introduction

The Waterlander hotel is a part of major international hotel chain world-wide. The hotel was working but was without reasonable results. Customers didn't seem to be satisfied with their services. It had been the day when one corporate customer seriously experienced a problem and was noticed by the mature management. Everyone was blaming each other's problem. It had been Plastix International Plc, who requested the service at Waterlander hotel but cannot express precisely what they wanted plus they were dissatisfied by the service of the hotel. It actually wasn't the satisfaction level that Plastix International expected but regrettably that they did not meet. The lines managers who weren't internally content with the hotel system couldn't give the highest degree of satisfaction. Hence total quality management was the only medium for customers to get satisfied and then only they might meet their satisfaction level. Total quality management identifies all businesses related from lower level personnel till professionals like procedure management, gap research, time management.

Total Quality Research would be extremely useful for this situation for an company like Waterlander hotel. Here in the research study of the Waterlander hotel shows different time difference, information distance and deficit in operation management. Mainly we see few internal heroes of hotel as general manager, line managers, conference managers, mind chefs and headwaiters and external were electrician, vice president of global marketing, Plastix International Plc and the shooter.

There was no proper information circulation in one person to some other, which was the key cause of the whole disaster. Everyone seemed to be upset credited to problems in move of information. The vice president of Global marketing, Plastix International Plc was generally upset because of the poor quality service and advised that he would not pay unnecessary charger for this banquet and wanted a written apology for the upset caused by the service they received. The administrator of Aalsmeer consumer electronics was upset since they were asked to set up by 7 PM and they also began to do their careers at 4. 30 PM however they were forced to hold back for the hotel staffs to clear them for this.

Hotel service professionals got upset given that they were not up to date about the colours of blooms that client ordered that have been red and yellow. The red would not look good contrary to the dining area dcor.

Suddenly electricians migrated all the arrangements. When they received the needed plants, electricians completely the rearranged themselves.

The conference director was upset since he had not been told that your client wanted to use the video recording equipment, that was delivered for maintenance. He did not have checklist for the discussion hall by the client. He could have chosen one if he previously known about the video equipment. Brain chiefs got annoyed because he does all based on the detailed program he received from headwaiter. He made every thing on time but was not offered when it was ready. Waiters were also terribly behaved by the clients.

The headwaiter the upset since they weren't up to date about the set-up that needed to be done by electricians for loudspeaker and amplifiers. Those electricians told them to clear all the dining tables that were now ready to be utilized and which they possessed put everything right within one half on hour.

The professional photographer was upset since he was planned to come at 10 PM and they needed only for around 30 minutes during the speeches. When he come to inside the seminar hall, anything was late and acquired to rush for another concert hall at 11 PM. He'd have established another guy to consider photos if he were informed to start the program late.

So here we see everyone is blaming one another. This might have been better if the flow of information was appropriately done.

1. b Operation management in Hotel Waterlander:

The operation management identifies the framework for understanding businesses management and its organisation and manager context. the nature of procedures may be goods or services. Relating to Samuel K M Ho 'Businesses and Quality management', Operation Management can be explained as "the deployment of effective and reliable options for the effect and delivery of goods and or services to fulfill the needs of the customers". Without a powerful and efficient procedure functions, no company can desire to stay in business. Because it will fail on the main element measurements of competition quality, speed or price. Here in the case of Hotel Wanderlander, all over the place there is operations management. In your kitchen chefs convert raw foods into foods, hanging around staffs provide dishes to customers. Process in procedure management - "Center" The transformation process.

The customer gets the ultimate output and they are the only way to evaluate the grade of service. There are present different operations in a organisation for a service to be supplied. So for the correct management operation, the proper flow of information is needed, According to the above figure A, customers are captivated using different business competitive strategies. Customer has the to choose an efficient and cheap service available for sale.

There must be considered a proper planning and control of resources inside the organisation. Even as see inside the Waterlander Hotel, every where are disturbances in the stream of information among service providers.

The general Supervisor of the hotel was likely to transfer the info to the right person in the right time, but he seems to be not doing his job properly. He was really the only person to meet with customers to know what they really wished in their services.

The transformation process is greatly effected by the transforming resources either they are simply staffs or material. It they aren't unsatisfied using their management, the product quality services can be poor which echo to the bad operation management. When those altered sources of staffs and materials are in sufficient enough, then the only circulation of information and planning and control makes useful service. The correct concept of advancements and design also result the quality of service which can be aimed by the operational strategy of the organisation how they are refined to be offered for the customers.

1. c Problems in Waterlander Hotel:

There will vary information spaces between every specific. Customer expects the best degree of expectation and is also they don't have it, the amount of satisfaction is decreased. This example is the most detrimental for just about any business organizations to loose valuable customers and also have to bear deficits. An author sees lots of spaces in the case study of hotel Waterlander. It is mainly with the customer and the management, the way the service performance is and exactly how much skill was used to maintain the benchmarks of quality. As a whole, gap sometimes appears atlanta divorce attorneys factor.

A big distance can be seen between consumer Expectation and service performance when the client don't meet up with the desired expectation. , Service performance is completely interrelated with service expectations. Every service is categorised with some expectations and is they don't has good expectations then there exists a gap with service performance. In the event the manpower don't use their skill properly, they cannot maintain their benchmarks, which then generate a space between skill and specifications. If the proper skills were used but there is not good management, there also prevails a space.

The difference is also seen between standard of service and customer expectation as the consumer doesn't meet up with the level of satisfaction. The huge space can be seen between customer expectation and the management.


Plastix Internal Targets:

They had a minimum expectation like others. They just expected red flowers on the table, dinner promptly, no food on dresses, simple things, video recording equipment, photographer, finally simple performance.


There was no exclusive standard to be assessed. It had been informally agreed standards, which didn't work while working in a team. Finally the expectation weren't relevant to customers satisfaction.


The organisation appeared to under skill. There were too many problems with interior staffs and huge difference was seen with kitchen staffs and holding out staffs.


A huge was seen in between person's skill and management since a supervisor was not in a position to manage them properly. He was the sole one who was in charge to flow the info to its juniors who work under him.

1. d Alternatives:

The problem with the Waterlander Hotel can be defeat by useful training to its staffs and quality of service offered, to its customers usually it falls under its criteria. The solution are available with the four main key issues as

* management and supervision

* employee perception of standards and rules

* customer needs and expectation

* lack of technological support

Management appeared to be irresponsible to the organisation and not supportive in quality behavior and absence in quality specification. The problem in skills is the key issue and the frame of mind of the individual who cannot fine-tune.

Recommendations for Improvement:

* Sort out the internal problem happening inside the management. Till it will not be sorted tout then your same situation will definitely repeat again.

* Consider the employee Reward System. Maybe it's the stimulating point for a staffs to involve some reward of they actually best, that may let them to do better in every moments.

* Arrange training to internal staffs of Hotel that aware the impact of performance

* Improvement of the recruitment process so that highly skilled can be available who can perform better even without certain training.

* The execution of the quality system standards of organization, to boost by training and inner marketing.

1. e Bottom line:

Total Quality Management identifies an excellent emphasis encompasses the whole organisation from the supplier to the customer (Heizer, Jay, Operations Management 1999). The sole problem with the hotel was mis-communication. The hotel should stop with respect to the inspections to find out the problems, and should think to improve quality and service. It's the fact that each company has different views on quality. It is also known undeniable fact that customers have their own attitude on quality alternatively than on organisation. However inner staffs may have different facets and definition, that could harm on organisation a lot, which could lead to unsatisfactory service by a worker. That could lead with customer dissatisfaction like what took place with Plastix International.

2. The Enigma Shop

2. a Launch:

The author will try to select the fast-food service in the united kingdom like Starbucks, McDonalds, Burger Ruler, Pret A Manger. Whenever there are choices one of the before stated titles ten definitely students would choose Starbucks because the rule customers are students itself. They may have caf modern culture where they can use the majority of their time in reading. Additionally it is need to displace alcoholic pubs to non-alcoholic Starbucks population. Starbucks likewise have wifi zone, which attracts school students' and businesspersons for research goal and business reaching locations.


Starbucks is the most significant company in the world having more than 13, 100 stores world-wide spreading over forty countries. The stores offers drip espresso, espresso drink, tea, combined drinks, coffee mugs and other espresso accessories. Starbucks has entertainment department selling books, music and film. Starbucks was founded in Seattle, Washington in 1971, since then Starbucks Company spent a minimal bill on advertising to promote the brand strategy.

2. b Service Analysis of Starbucks of Ealing Broadway

An creator was at the Starbucks Coffee Shop at Ealing Broadway on December 6th, 2009. He came into there at about 3 PM. There were three employees who have been providing customers. An publisher now prepares questionnaires regarding the services and level of satisfaction to be received by their service.

Did they give an writer a value when he moved into the shop?

What was the first reaction while an author was entering Starbucks?

How much does indeed he need to hold back in the queue to receive the service?

How many selections of items were there in the shop?

How many staffs were there for the service?

Were they smiling while offering?

How was the preference?

How long is the swiftness of Internet provided widely inside the shop?

How long can we stay inside the shop?

How was the toilet facility?

Did they understand creators language?

What performed an author ordered?

Did he find the product he ordered adequate?

Was the content of espresso, steamed dairy and a dollop of foam quite sufficient to drink?

What about the positioning of the shop?

What about the purchase price? Was it competitive of expensive?

What were the advert strategies?

Were they proficient at customer management?

Were the staffs skilful in order that they served quickly?

What was the amount of drink in the glass?

How was the surroundings?

How do an author noticed the life span in Starbucks?

How does an author rate the standard of quality?

Did an creator find any scrap items around him?

Where the tables and floor regularly cleaned?

Did anybody ask how was the service?

How did they behave while getting out, did they greet?

The author will try to learn the answers of above detailed questions.

It was a Weekend at 3 PM so there ware 4 customers in front of an author while he was in the queue. It required around 5 minutes to get his turn to order for a cup of Cappuccino. There is a guy who was simply taking my order. He didn't even noticed me well expressing what do I'd like. Then an author replied with bid glass cappuccino. He seemed to be rude while communicating and asked to hold back for 30 secs but he had to wait for around two minutes to have the drink. A lovely female was shouting "Cappuccino". So an creator hurriedly answered "yeah it is mine". An creator didn't find it very easy with how they treated with him. All of the desks were almost loaded and finally an author went to tall chair located beside access door facing to the road.

The cappuccino was scorching to drink but the contents of espresso and dairy foam was very delicious but much little in amount. There have been one man taking order but other was organizing drinks and serving and the other one was roaming around cleaning some desks and picking right up some scraps around. Because the environment was quite good however the disruption was allergic. The place was congested. It seem to be like they emphasis usually in eliminate somewhat than come and eat strategy. An author could see some guys with their laptop computers doing their work. The Wireless service of Starbucks could get youths, that could be observed by an author. An author could see only youths ranging from 20-40 of ages but could not attract people more than that. This could be regarded as a downside of Starbucks. He could also see hardly any business school people and almost all of them seem to be to be college or university students. While an publisher was there for about around 30 minutes, he could see the life in Starbucks challenging as there were only three people working outside to serve customers. An creator sees there was a need of 1 more staff that would be enough to provide customers easily without hassle. An writer also saw some scrap parts below his table. It proved that staffs were not accountable to work. An publisher trips a restroom and detects to be sufficient but without handicapped availability also there is no baby changing place. An creator then gets from the Starbucks but there is nobody to ask how was the drink neither greets expressing, "have a good day". The drink was slightly expensive in comparison with the marketplace price but the flavour was superb.

2. c Backgrounds and problems

The main goal of Starbucks is to provide customers within 3 minutes has some how added customers a devotion. Starbucks attracted largely students who only desire to study.

The problems, an publisher faced during the service.

* No greetings while getting into to Starbucks.

* Had to hold back for more than 5 minutes to order the drink, the timelines were beyond the expectation.

* The man at the reception searched rude enough to talk.

* Service was not satisfactory but the drink was the best.

* Staffs didn't look experienced since they received a bit very long time in their service.

* No-one asked for any thing or after sales effect, saying how was the drink.

* Some scraps around proved that the staffs did not paid attention in the cleanliness.

* Cannot attract people of older ages.

* No accessibility for handicapped no baby changing station.

GAP Research:

During the puzzle shop examination, an author detects few gaps, which could be chock-full.

GAP 1 is in between the customer expectation and the service performance which was seen while an creator had to hold back more time in the queue to obtain a glass of drink. If staffs were experienced enough, they might have offered it very fast.

GAP 2 sometimes appears among service performance and criteria. Although some scraps were found near an author, the amount of standards didn't meet the customer satisfaction.

GAP 3 is seen in between criteria and skill when Starbucks' staffs served an creator with very hot drink that was not drinkable, exhibited to the skills of staffs.

GAP 4 sometimes appears between manpower of skill and management. The administrator could manage the staffs especially when the movement of customers were high, he have to think of extra one extra staff needed which could easily provide customers. If customers got to stay much longer in queue then customers could find another coffee shops.

GAP 5 sometimes appears between customer expectation and expectations when an author could not get the standard service needlessly to say.

GAP 6 sometimes appears between customer expectation when the management could not serve its customer as they expect. An writer hadn't expected expensive drink and got to hold back for miss a service.

2. d Solution:

The solution for the situation in Starbucks services evaluation could be achieved using Marketing Mix of 7 P's.


Cappuccino was very hot to drink although it was served to the author. Very hot to drink while dished up to an author. Espresso content was satisfactory but the quantity of foam of milk was little bit less.

They likewise have other different types of coffees express cappuccino, drinks, and music.


Since Starbucks is near at Ealing Broadway stop, it is centre for customers to go to. It is nice place and the surround is also nice. Though it's very near the station, they have focused in take away restaurant by congesting the place to sit and eat. It really is seen that small and congested space inside Starbucks.


The price of the merchandise in Starbucks is found to be expensive then that of other coffee retailers. Though it is expensive nevertheless they have got types of coffee like exhibit, cappuccino etc. The merchandise bought by customers can achieve the worthiness of price.


Starbucks is available to be the company with least advertisements in compare with its rivals like McDonalds, Pret A supervisor, Burger Ruler.


Starbucks staffs weren't found to be much skilled according to on author. Things were very gradual in serving because of this, customers had to wait for very long time to get service. Starbucks staffs weren't very proficient at customer management as an publisher was venturing out from the coffee shop, there weren't any response from the staffs.


The process at Starbucks was found to be simple. The staffs did not avoid customers.

Physical Information:

With the movement of customers inside Starbucks we will get that Starbucks lovers and in many. People still is convinced in Starbucks knowing it includes wide selection of coffees. The major customers were pupil rather then elderly people. Workers were also very young and fresh encounters. Since Starbucks has been a best place for student to get started on up their job, every individual appears to be students. Due to free Wireless, people think it is luxurious to travel and stay.

2. e The important of quality Standards:

Quality Standards opportinity for planning, designing, producing, implementing, maintaining and enhancing customers service quality and client satisfaction issues are essential as companion try to distinguish their services and complete effectively in the market place (Paracisuraman, Zenthaml and berry 1988, Brown and Schwartz 1980)

According to these statement it is clear that every companies should make a goal to provide quality service by satisfying their customers. Total quality management is the only way to keep service expectations to the customers.

Here total amount management is combined just how of managing for future years and is also for wider in its application then just assuring product or service quality. It is a way of controlling people and business.

Processes to ensure complete client satisfaction at every level, internally and externally. Total quality management is coupled with effective command results an organisation doing the right things right, first-time.

Customer Supplier Interface:

The center of total quality might is this customer provides interface where in fact the internal and exterior lies with many process. Their foundations of Total Quality management encircle the center of customer company, which are commitment to provide quality. Communication of the emails within and beyond your foundation and last but not least the culture of the organisations in creating total quality and these foundations are again recognized by key roles of individuals, process and systems in any organisation.

Quality as a whole bundle comprising performance, appearance, delivery, reliability, availability, maintainability, price and affordable.

As we compare this is of quality with quality attained by an writer in Unknown Shop research, performance had not been adequate so do price, appearance was also not so very fine but others were found to be somewhat satisfactory.

Bad procedures:

Bad routines could be recognized in the majority of organisations and also was observed in the unknown shop evaluation.

* Professionals not offering clear direction

* Each section working only for itself

* Perplexing quality with grade

When customers get bad impression they are least more likely to choose the same service in the foreseeable future given that they have Varity of selections. So if workers of providers did not react in good behaviour they'll definitely loose their valuable customers.

2. f Tips for Improvement:

* Consider the staff Reward System

Large number of the personnel are close to the time of twenty to thirty so if they are rewarded then company will profit using its service outcomes including benefits offer which give attention to medical, oral, and vision treatment, as well as the worker stock options.

* Site does not have handicapped accessibility

Condition of restroom was reasonable but got no baby changing area

* Prompt staff meeting

* Training to the staffs

* Changing method of selection

Action ARRANGE FOR Improvement:

* Concentrate on hiring more mature employees appropriate with the high interest to work.

* Develop and maintain an incentive system for staffs

* Develop a system of regular personnel meetings

* Improve site ease of access and cleanliness

* Upgrade entry way and restrooms for handicapped accessibility

* Put in a baby changing station

* Enhance Starbucks vast or big atmosphere

2. g Conclusion:

Customers are always right appears to be the final bottom line of the mystery shop research. Customers are free to choose services everywhere so they would like to be cared by the service provider. This may be possible only if the services specialist follows customer care quality standards remember that customers are always behaved properly from the time they type in to the shop. While answering, greeting providing services within time scales, welcome any complains or recommendation. The analysis of unknown shop arises with the final outcome of unsatisfied the amount of satisfaction. There should be good coronation of mangers and workers.

3. References

Heizer R, Barry; H, Jay H, 1999, "Procedures Management", Fifth Release, Prentice Hall Inc, USA.

Business Link, 2009, "Quality management requirements " [online]. Available from http://www. businesslink. gov. uk/bdotg/action/layer?r. s=sl&r. lc=en&topicId=1074431977 [24 November, 2009]

De La Salle University or college, 2009, "Total Quality Management" [online]. Available from http://www. dlsu. edu. ph/library/pathfinder/business/tqm. asp [25 November, 2009]

Starbucks UK Corporate site, 2009, "Homepage" [online]. Available from www. starbucks. co. uk/en-GB/ [25 November, 2009]

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