Abc Travel Services Case Study Summary

The case in discussion is about a businessman named James Harrington who was trying to book a flight reservation to Canada with the ABC Travel Services. He called ABC services and expected to be attended to but he was disappointed because of the delay he encountered. During the first call, the telephone rang five times but there was no employee to pick the call rather an answering machine to the call and started asking series of questions. Some of the questions the business man was asked were if his trip was related to company business, personal business or group travel, if his trip was within the United States, international, schedule training or related to a conference. After he answered these questions they gave him some instructions and

a. For each criterion of the model, explain what ABC Travel Services is doing wrong (450 words minimum).
Leadership: The ABC Travel Services, from this terrible experience seem to lack a coherent and efficient leadership to shape and provide direction for the organization. Obviously, because there is lack of leadership, employees do not have a role model who could inculcate the organization’s values and ethics on them. Unfortunately, the mentality exhibited during the transaction process with James Harrington is what is regarded as ‘Product-Out’; that is, selling out a product at the organization instance without considering the customer’s expectation (Knowles, 2011).
Strategy: The ABC Travel Services have a mission and vision but unfortunately, the strategy does not focus on customers’ satisfaction. There are no proper plans and policies in place to ensure that customers are treated with utmost care. The organization has not developed an appropriate stakeholder focus strategy that encapsulates its

It is apparent that the number of employees presently catering for customers is not sufficient and except the organization outsources its customer’s service department to a reputable company, there will not be a meaningful improvement in the near future. The outsourcing procedure is simple; every telephone call that has to do with flight booking should be handled by another organization who will in turn direct all completed transactions to the ABC Travel Services. This method will drastically reduce the workload that obviously seems incapacitates the organization’s employees. Besides outsourcing the customer service department, the organization should as a matter of urgency provide effective training for employees to increase their efficiency on their present assignment. This is a key factor to improving the quality of service delivery to