Theme Parks Case Study

Processes: Felica Schön

Going over to the processes of the park, it is important to point out, that there are front office and back office positions, which includes logistics, which is a fundamental part in the development of processes in theme parks. As well as four core processes, which are sales and marketing, quality and service delivery, human resource and finance, and product development.

As stated on Kioskea.net “ The terms front office and back office are generally used to describe the parts of the company that are dedicated, respectively, to the direct relationship with the client and proper management of the company”. (Kioskea.net, 2015) The front office processes are the ones, where employees come in contact with the clients and

The fun experience of the attractions in a theme park is based safety, integrity, control and quality. Safety is the highest priority, since the visitors have to have confidence to trust everything inside the park. Integrity is related to the challenges of how to bring the best products and services, which also includes the best possible experiences to the customers every and each day. Linking the different departments of the park and make them work together is part of control. The last process, quality, is not only the characteristics of the facility, but also how high the standards of the operational procedures are that affect the park. The productions is also a essential part in the logistics, since a theme park first need to perform all activities necessary to provide each department with the factors and information they need to fulfill their tasks. It is important to bring down all operations in the production process to the minimum, so leaving out those, which don’t add value to the product. A thee park’s maintenance is based upon the safety for visitors as well as employees. As stated in the book The Global Theme Park Industry “The use of the attractions, transport systems and the facilities in general of the park, customer satisfaction during their visit, the legal aspects deriving from existing regulations in each country governing leisure facilities,

It is very likely that customers will not return to our theme park, when the quality and service delivery is not as they expected, so he first experience will determine if the customer will come back or not. As stated by the Innovative Management Group, “Consistent Service is Key to Customer Loyalty”. They say that the key to repeated business is consistency in both what you offer and how you deliver it. A way to deliver the expected quality and service is to determine what the customers actually want. Knowing what the true need, wants, expectations, and requirements of the customers are will help any business. A development of a product description is essential for this process. (Innovative Management Group