Case Study Of The Baros Holiday Resort

Case Example 1.3 Baros, Maldives The Baros Holiday Resort is a common holiday destination for many affluent travelers. It is located in the middle of the Indian Ocean, and the only way to get there is by boat. As such there are many logistical and operational problems associated with being located in the ocean. For instance, supplies reach the airport and are then transported by boat to the island. Other problems include lack of utilities, for example, electricity and water, the hotel has to provide accommodation for the staff, and the hotel needs constant maintenance due to its five-star status. All these operations lay on the shoulders of the Hotel’s Operations Manager. In comparison to Apple, all aspects of Operation management are split

It has developed policies that ensure customer complaints and compliments are acted upon and used as guiding principles of what the Airline needs to continuing doing to succeed. Additionally, they also require their staff to comment on flights, and they also have their own magazine that highlights the staff-passenger relationships. The airlines’ relationship management system can be said to be holistic. As for Apple, its client relationships are built on their Customer Relationship Management (CRM) platform where their support team interacts with the customers to understand consumer behavior. Also, they have a reward scheme to honor customer loyalty. Nonetheless, Apples client management policy seems impersonal and is only geared towards the analysis of market trends instead of customer satisfaction; especially, for those customers not close to an Apple

However, there are operational costs associated with outsourcing call centers. They include costs like decreased customer satisfaction, linguistic barriers, reduced control over certain business functions, poor company knowledge exhibited by the call-center agents and privacy concerns (Scudamore, 2016). These operational costs eat into a company’s bottom-line (Krishnan, Whitaker, & Fornell, 2008). Many companies, including Apple, outsource due to the lower cost and elimination of staffing issues. To mitigate the various operational risks, companies like Apple could hire a team of global call-center agents who could work remotely at home in their countries or better yet just incur the extra cost of keeping the call-center in the home country. The increased customer satisfaction would offset the extra