Write two paper and one power point slide in the following request

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All the upload filed is for the first paper ! please take you time and watch careful on the request, I don't want to come back to you and let you write again~~~ thanks

Mini-Project by definition is a project made up of 3 smaller activities. All 3 of these activities collectively are made up for a combined score of 40 points. The student may submit these in one single file or 3 separate, but all three are required for full points. If at any point anyone has issues uploading the assignments, or photos that may accompany, please submit via Canvas Inbox (on left hand side navigation bar), and communicate that to the instructor.

ACTIVITIES:

1) Pick 2 case studies from Chapter 10 to review and present. These should be different from the 2 you selected for Mini-Project #1. Do a brief summation, include your thoughts and opinions of the preferred outcome(s), and complete the review questions at the end of these case. These must be presented in complete sentence formation without rewriting the questions itself. [800 word minimum]

2) Choose a company that is known for exemplary service. Several companies are highlighted in your textbook and you can find books in the business section of any book store that will publish their management strategies. In a power point format, present the mission, vision, and core values of the company; their secrets to success, and if one is in your area, do a site visit. Discuss what makes them stand out from the crowd, find what others are saying about them and check to see if they have a social media following, if so, discuss the numbers of followers and engagement/activity produced by the company. Use at least 2 additional resources other than your text book, cite these correctly in APA format & list them in alphabetical order on the reference page. Use pictures that are relevant to the subject being discussed. [15 slide minimum of content; title & references should be in addition to the 15 minimum slide required].

Presentation Guidelines:

  • Presentation should consist of at least 15 slides.
    • Mandatory slides:
      • Introduction of company, mission/vision/values, success secrets, examples of excellent service, site visit (if possible), reviews from patrons, social media presence & analytics, summation, & reference page.
    • Make sure that slides are readable and formatting is consistent.

3) Service Culture

Define culture in the service industry workplace and discuss how it is the core of the service delivery process. What are some components that build a strong culture? Describe some experiences you have had in a workplace culture, good or bad. How does the organizational culture relate to employee motivation? [1,200 minimum word count].

Unformatted Attachment Preview

© Lightspring/Shutterstock.com At the end of each case are some questions. We hope that you will read these cases through a service management lens, one which is able to learn further the applications of service management concepts and theories practiced effectively in the industry. What we ask you to do is to pause as you read, reflect on the prior nine chapters and relate back to the con- cepts and theories examined to what is being practiced in the industry. That is where, we believe, the true learning will take place in this chapter-connecting theory to practice. As students, these examples will help you to understand the application of service management in everyday life and in business. What you learn in this book will change forever the way you assess firms and it will impact the way you relate to your place of work and to the peo- ple around you. Case studies from Australasia 1. Long Beach Hotel, Mauritius By Associate Professor Thanika Devi Juwaheer Introduction to the business With 30 years' experience in the tourism and hospitality industry, The Sun Resorts Limited owns and manages beach resorts on the islands of Mauritius and the Maldives. The newest of their properties is the Long Beach Hotel, a resort which balances an urban feel with a relaxed, natural vibe that complements the beach setting. The company's philosophy is based on excellence in all fields of service, offering luxurious accommodation, impeccable cuisine, and a wide choice of sporting, recreational and entertainment facilities. The Long Beach Hotel is a prime example of a great service organization as it has received numerous awards for excellence, demonstrates a strong commitment to both customers and employ- ees, and promotes a strict adherence to standards in order to enhance the service experience. 286 Chapter 10 Bringing Service Management to Life! Case Studies of Best Practice Its story of service excellence Frequent recipients of awards for excellence The close collaboration among the hotel's directors, architects, builders, landscape garden- ers and interior designers ensured that the Long Beach Hotel has been a hit with guests and tourism professionals alike. Its accolades since its grand opening in 2011 include being listed among the Sunday Times Travel Magazine's 100 Best Hotels in the World, receiving Best Resort 2011 from the prestigious French magazine Hotel & Lodge, being awarded a *Certificate of Excellence' by TripAdvisor in 2012, and being commended as Country Win- ner in the Luxury Family Hotel category at the 2013 World Luxury Hotel Awards held in Phuket, Thailand. The World Luxury Hotel Awards recognize the world's most sought after hotels, lodges and resorts and are positioned as the pinnacle of achievement for luxury hotels worldwide, with voting being conducted by international tour operators, travel agents and hotel guests and winners being judged primarily on service delivery and effective man- agement. Vladimir Scanu, General Manager of the Long Beach Hotel, acknowledges the valuable contribution of his team of hotel employees in winning the award: “We take pride in having been selected Best Luxury Family Hotel in Mauritius, a prime destination with numerous competitive high end properties and recognized luxury hotels brands. I am glad to associate the passionate and committed team of professionals of Long Beach to this award”. Nicolas de Chalain, Chief Sales Officer of Sun Resorts, and himself a former General Manager of the Long Beach Hotel, welcomes this award as an opportunity to showcase the hotel on the world stage: “Today's travelers look for excellent value, impeccable service and the highest standards of quality in making their travel choice. Winning a World Luxury Hotel Award will help Long Beach to position itself as a resort celebrating exclusivity and uniqueness; indicators that truly define a luxury hotel”. Customer and employee obsession All members of the Long Beach Hotel team share a passion for outstanding service delivery and a determination to exceed guests' expectations by offering a one-of-a-kind experience. The hotel has successfully developed these passionate, committed employees by creating a work environment where all team members feel fully integrated, respected and recognized as individuals working towards the same goals. The organization's goals and core values are centered on the motto “blow away the cus- tomer", and include: offering products and services that exceed guests' expectations, creating the element of surprise (the 'wow factor'); and delivering a unique, personalized experience to every guest during his or her stay to encourage return visits. Chapter 10 Bringing Service Management to Life! Case Studies of Best Practice 287 Web sites such as Hotel managers remain focused on their customers by regularly updating the guest satisfac- tion questionnaire, conducting focus group interviews and tracking customer opinions on TripAdvisor.com. These methods provide valuable feedback on the hotel's performance and to improve the service experience. By demonstrating a commit- ment to continuous learning and knowledge sharing, the hotel managers also remain focused on their employees and foster a strong sense of collaboration and team spirit. Standards and compliance The Long Beach Hotel has successfully achieved and implemented a range of certifications and international quality standards, such as the ISO 9001 Quality Management System and the ISO 22000 Food Safety Management System. Among the measures of control, testing of food samples is done on a regular basis and the choice of suppliers is based on a strict set criteria. Employee training in proper hygiene, food handling and safety control, coupled with ongoing communication regarding current regulations, equips the employees of the Long Beach Hotel with the knowledge required to assess each and every stage of the food flow system. The certification therefore ensures both the quality and safety of the food served and can be seen as another way in which the Long Beach Hotel affirms its commit- ment to service excellence. Conclusion The Long Beach Hotel demonstrates a commitment to excellence that is an evolving jour- ney, having already achieved international recognition for their service delivery, yet still aiming to improve the service experience for both employees and customers. Managers of the hotel proudly recognize the notable achievements to date and continuously strive for excellence by maintaining quality standards at all times, fostering a strong team environ- ment and encouraging employees to offer all guests one of the most extraordinary experi- ences of their lifetimes. Review Questions 1. If you were an employee at the Long Beach Hotel in the housekeeping department, how could you enact the organization's motto and “blow away the customer”? 2. Research other properties that have been recognized through the World Luxury Hotel Awards and list some key attributes that they all have in common. 3. Using your knowledge of service management, identify the tools the property employs to ensure employee and customer obsession. 4. Explain how international certifications such as the ISO 22000 for Food Safety Management system can enhance the satisfaction of hotel guests during their hotel stay. 288 Chapter 10 Bringing Service Management to Life! Case Studies of Best Practice 2. Cactus Jack's Restaurants, Australia By Associate Professor David Solnet, in consultation with Jon Van Grinsven and Trent Van Grinsven, owners of the Pierre Restaurant Group and the Cactus Jack's Restaurant Group Introduction to the business Cactus Jack's is a small chain of casual theme restaurants based in Townsville, North Queensland, Australia. The restaurant company is based on the “Tex Mex” (Texas- Mexican) concept popular in the USA. The firm consists of eight full-service restaurants in Queensland and has been in business for over twenty years. The growth of the company has been driven by demand; when one restaurant in a market is unable to meet the demand from diners, they open up another one not too far away to ease the demand. The company's expansion across Queensland is testament to how busy and successful Cactus Jack's is. The driving principle behind the restaurant chain is that eating out should be a complete experience and that the customer must have fun! Everything from the menu to the décor has been designed to enhance the sights, sounds, smells and tastes that customers experience when they visit. Jon van Grinsven, Founder of Cactus Jack's, stated that his main aim was “to create a place where as soon as you step in, you feel like you are transported to another world and where the daily pressures and stresses could be left outside the door for a while.” This has been achieved, in part, by instilling the right attitude in their staff, which enhances the feel- ing of escaping to 'Margaritaville'. Further reasons behind Cactus Jack's success will be outlined in the following sections. Its story of service excellence Customer obsession Although there are many factors that have led to the success of the company, it is probably the singular and unbreakable focus on creating a particular customer experience that has kept the company so successful for so long. The mission statement at Cactus Jack's is, "To serve inexpensive, high quality food in a uniquely designed atmosphere”. However, it is the clear company philosophies, fully based on "THE CUSTOMER IS KING” principle, that have driven nearly all of the com- pany decisions. Every employee in the company has the following values impressed upon them from day one: 3. 4. 1. Providing great value for money is vital to customer loyalty. 2. We must always treat guests as if they are always right even when they We care for all our clients (Ourselves. Our Team. & Our Customers). We believe that if we look after our guests they will come back for more. 5. We will always try to seek a better way of doing things. are wrong. Chapter 10 Bringing Service Management to Life! Case Studies of Best Practice 289 6. Work should be fun and challenging. 7. Standard systems will be the basis of our success ... There is only one best way to operate and we want everyone operating that way (until we identify another best way). Effective use of non-financial metrics to evaluate success As the company began to grow from one to eight restaurants, keeping that steadfast cus- tomer focus became more challenging. With a strong vision for Cactus Jack's, combined with the challenges of growing and opening more restaurants further away from Townsville, the owner learned about balanced Scorecards as applied to hospitality businesses via a 2006 magazine article written by one of the authors of this textbook. The benefits of implementing a balanced Scorecard type of system were highlighted in the article and seemed to align with his own (and his father's) basic business principles. In order to 'systemize these ideals, the company embarked on the following mission: 1. Identify the important drivers of success (customers, employees); 2. Clarify and document detailed standards of customer experiences; 3. Determine a way to measure the non-financial performance of the business; and 4. Create staff and management bonus systems based on these non-financial metrics. Over the course of the first 12 months, work was undertaken in consultation with manage- ment and staff to create a diagnostic system which would effectively measure the key stra- tegic drivers listed above. This was designed to help the owner identify and gauge the long-term performance of the business. The summary below provides further information about the way in which the balanced Scorecard was set up for Cactus Jack's and highlights some of the key issues related to each area. 2. 1. Financial performance. A matrix was created which was modeled on the company budgets for sales and profits. Weightings were then allocated to each criterion based on the importance given to that area by the owner and the company leadership team. Customer perceptions. A detailed and complex customized Customer Experience Evaluation Program (similar to what is often called a mystery shopper program) was created. The first step in this process was a detailed mapping of the customer experience standards for the business (one of the benefits of this type of program is that it forces the business to clarify these standards in great detail). Once the stan- dards were created, and some pilot tests run on the questionnaire, a regular series of visits were undertaken during every six-month period by highly trained evalua- tors. The results of each key service criterion were then tabulated and scored, with detailed reports which outline opportunities and provide scores for each aspect of each visit. Each report and the corresponding scores were e-mailed to the corporate
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Institution:

Cactus Jack’s Restaurants

Cactus Jack’s Restaurants
 Location: It’s a small chain of restaurants in Townsville, North

Queensland, Australia.
 Size: It consists of eight full-service restaurants in Queensland
 Townsville - Palmer Street, Cactus Saloon & Cannon Park
 Brisbane - Redcliffe

 Mackay - Mackay (64 Wood Street)






Founder: Jon Van Grinsven
Its been in existence for 23 years since 1989
It basis its restaurants on the Texas-Mexican(Tex-Mex) concept
Driving principles
 Eating out should be a complete experience
 Customers must have fun
 The Customer is king

Mission, Vision & Core Values
Mission
 To serve inexpensive, high quality food in a uniquely designed
atmosphere
Vision
 To create a comforting atmosphere that transports a guest to
another world, free of the daily pressures and stresses of life
Core Values







To provide great value for money to gain customer loyalty
The guests are always right
To take care for the client to ensure they return
To seek better ways of doing things
To be fun and challenging
To use standard systems as the basis for success

Menu
 Starters and light meals
 Nachos, Southern fried chicken crispers, Mexican
matchsticks, Jalapeno poppers, cactus bread roll, Nachos el
Grande, Buffalo wings, Louisiana wings, potato skins, skins el
Grande
 Tostaditas
 Beer-braised beef Tostadita, tender pork, Achiote chicken,
prawn & avocado
 Quesadillas:
 Frisco, grilled steak, veggie cactus, chorizo & cheese,
jalapenos & cheese
 Dips & Salsa
 Chilli dip, Flag dip, naked guacamole, loaded guacs, cheese &
bacon, pineapple & cucumber, pork crackling

Delicacies

Success Secrets
 The success of the organization is credited to their





obsession with customers
The company focuses on creating a particular customer
experience
It has clear philosophies which base on the principle that
the customer is king
The company implemented the balance scorecard system
The system led to success through:





Identifying success drivers(employees, consumers)
Clarifying standards of customer experiences
Determining non financial performance measures
Creating management and staff bonus systems on the basis of
the measures

Balanced Scorecard System
contribution to success
 The diagnostic system measures the financial

performance, customer perceptions and employee
perceptions
 The company weighs all the items for their importance
and decides which to focus on to improve productivity.
 Specific goals are given to the management and staff
and bonuses awarded for achievements

Examples of Excellent Service
 The company’s restaurant in Redcliffe has excellent

traveller reviews of 31% ( 57 of 206 reviews)
 The ratings are 3.5 stars in food, service and value and

four stars for atmosphere.

 The Bar & Grill in Townsville has excellent and very

good reviews of 117(30%) and 165(44%) out of 401
respectively.
 The ratings are four stars in food, service , value and

atmosphere

Continuation…
 Cactus Jacks Cannon Park in Townsville has excellent

reviews of 31%( 32 of 101). It’s a four star rating
 Cactus Jack’s Southwest Grill in Virginia beach has
excellent reviews of 48% which is 205 reviews in a total
of 468. TripAdvisor agency gave the company a
certificate of excellence.
 The ratings are four stars in food, service, and value and

four and half stars in atmosphere

Reviews from Patrons
 The company has had both positive and negative

reviews from its customers
 The restaurants in Redcliffe has had comments such
as; quaint and casual with good food and service, great
food and cocktails, and never going back and don’t
recommend for anyone with kids.
 In Townsville, a sample of the reviews were: amazing
place, fantastic Mexican food, usually good but not
today and great cocktails and food
 In MacKay, they were; good restaurant, not good for
Coeliac and excellent service

Reviews continuation
 Customers have various comments based on their

experience at the restaurants
 However, all the restaurants have an excellent rating of
above three stars
 Some have four stars indicating that they offer quality
services.

Social Media Presence & Analytics
 The company has a Facebook page @CactusJacksBarGrill






and a website cactusjacks.com where it communicates with
its customers
Its online community comprises of 7,770 followers and
7,876 likes
Their likes are more than followers by 106 indicating that
people like the posts
The Restaurants post events and notifications and gets
feedback from the fo...


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