Operational System Analysis– A Holiday Inn Case Study

Jun 21st, 2015
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Washburn University
Course: general
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Positioned as an upper-scale hotel chain, Holiday Inn precisely targets its customers – business and leisure travellers and develops unique product/service mix to meet market requirements.

Word Count: 4379
Showing Page: 1/18
Operational System Analysis A Holiday Inn Case StudyTable of ContentsExecutive Summary21. Introduction32. Operations and Positioning32.1. Holiday Inn and its Market32.2. Service Strategy Triad42.3. Market Positioning and Service Concept42.4. Product/Service Mix52.5. 4Vs63. Customer Satisfaction and Measurement73.1. Performance Objectives73.2. Measuring Customer Satisfaction84. Appreciation of Operations Performance94.1. Operations Strategy Reconciliation (Figure 4)94.2. Service Delivery System94.3. Potential Problems105. Positive Changes and Justifications116. Conclusion11Reflection12Appendices13List of References16Table of FiguresFigure 1 Service Strategy Triad13Figure 2 Total Service Concept: Elements and Examples13Figure 3 External Effects of the Five Performance Objectives14Figure 4 Operations Strategy Reconciliation14Figure 5 The four stages of operations contributions15Figure 6 Balanced Scorecard Principles16Executive SummaryPositioned as an upper-scale hotel chain, Holiday Inn precisely targets its customers business and leisure travellers and develops unique product/service mix to meet market requirements. This report identified key areas for considering when planning the operational strategy. Operational analysis, including customer satisfaction and measurement, operations performance, service delivery system and justified positive changes were carried out around Holiday Inn. In terms of

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