FISH BONE ANALYSIS OF HOTEL INDUSTRY
Customer: Failure in delivering service may occur b’coz of the careless of the customer. Like, to board the flight at 3:00 pm he checks out of his room at 1:30 and then expects billing procedures to be completed within few minutes, which is not possible. Because of this the customer misses his flight
Equipments: Like if the tea making machine at hotel or softy machine at McDonalds does not work and these machines denote have any back up; then such hotels & McDonalds will fail to deliver such food when ordered by customer.
Front stage personnel: Because of high employee turnover, the receptionist at counter fails to recognize regular customer, his needs, at fail to give him discounts for his loyalty towards the hotel. In such case, such customer will no more be loyal to hotel.
Procedure: Say, when the procedure for preparing the bill are quite length wherein the customer have to wait for more than half an hour for their bill to arrive because of the long billing procedure of billing were the hotelier first finds the utilities used by the customer only after he checks out of the room, then find the unit cost of each of them, and then finally arrive at the final cost. This especially disappoints business class people who desire quick service.
Material Supplied: Say, if the customer in the restaurant orders for kiwi juice & kiwi is out of stock.
Backstage Personnel:
Information: if the receptionist doesn’t have any information on the number of rooms vacant on a particular day and makes registration of all who calls up and when these customers arrive they see that no room is vacant. This is service failure on the part of receptionist b’coz of lack of information, which dissatisfies the customer.
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