Travel Service Case Study

Summary of the service failures associated with this experience.

This experience is about a businessman named James Harrington, who intended to have 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 answered 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, within the United States, international, schedule training or related to a conference, etc. After he answered

A motivated employee would be eager to attend to James Harrington because he/she enjoys using the skill and knowledge to enhance the organization; however, the reverse was the case.

Partnerships & Resources: The ABC Travel Services does not effectively manage it external partnerships and internal resources. If these two groups were properly managed, the strategy and policies of its process towards implementing service operation would have been different.

Processes, products & services: This is an aspect where the ABC Travel Services have performed wrongly. The organization has not designed the process of its service neither is there a mechanism to manage it. Therefore, does not generate the necessary value for stakeholders and customers.

Customer results: The experience of the poor quality of service rendered to James Harrington indicates how wrong the ABC Travel Services measure and achieve a weak result when it comes to their customers’

I recommend that the people should be appropriately recognized as the organization’s foremost responsibility. Therefore, it is imperative to achieve outstanding results with them. Society results: This is an external stakeholder and what leads to external stakeholder result is the manner of the positive treatment received by internal stakeholders; therefore if insiders are fairly treated, they will publish such positive treatment to the society. This publicity can lead the organization to achieve outstanding results with respect to the society. So, my recommendation is to achieve outstanding result with respect to society by respecting, treating, and encouraging the internal stakeholders who have the capabilities to influence external stakeholders (society).

Key results: If the organization intends to achieve outstanding results with respect to key results, then there should be a proper policy and strategy implementation that brings every stakeholder together. All these recommendations are essential ingredients that could catapult the ABC Travel Services to the pinnacle of the business