Bus 4406: Improving Performance Of ABC Travel Services

Title of Paper: Improving Performance of ABC Travel Services

BUS 4406: Quality Management

Instructor Name: Jose K Antony

Date of Submission: 18/04/2023

BUS 4406 Written Assignment Week 2

Summarize the service failures associated with this experience. Be specific (200 words minimum).

The story narrated by H. James Harrington highlights several service failures associated with his experience of making a flight reservation. Firstly, the automated system was not efficient, and the caller was required to make multiple selections before reaching a real person. Secondly, the waiting time was extended, and the caller was put on hold for several minutes (Harrington, n.d.). Moreover, the quality of music and commercials played during the waiting

6. Customer Results: The organization should conduct customer surveys to measure customer satisfaction levels and identify areas for improvement. They should also establish a customer feedback mechanism to address customer complaints promptly and improve their overall service quality.

7. People Results: ABC Travel Services should measure employee satisfaction levels and implement measures to improve employee engagement and retention. This will help improve the organization's overall performance and service quality.

8. Society Results: The organization should consider the impact of their services on society and the environment. They should implement sustainable practices and ensure their services are accessible to all customers, regardless of their socioeconomic status.

In conclusion, ABC Travel Services can improve their performance by adopting a customer-centric approach, investing in their employees and resources, and implementing sustainable practices. These improvements will help them remain competitive in the industry and provide exceptional service to their customers. Suggest two other methods that ABC Travel Services could implement to improve their

The second method is to provide customers with an online booking system. By implementing an online booking system, customers would be able to book their trips at their own convenience without having to wait on hold or navigate through multiple menus(Harrington, n.d.). This would also reduce the workload on ABC Travel Services' customer service agents, allowing them to focus on more complex inquiries.

To implement these methods, ABC Travel Services would need to invest in new technology and software.

For the streamlined phone system, they would need to implement a system that recognizes customers based on their phone number and integrates with their customer database (Harrington, n.d.). For the online booking system, they would need to develop a user-friendly platform that integrates with their existing booking system. While there would be upfront costs associated with implementing these methods, they would ultimately improve the customer experience and reduce costs associated with customer service.

References:

EFQM (n.d.) The EFQM