46 PM | 0.1KB/s LiE -1 79 Case Study. werecuve TUWEIS. A IvueIII Quality I dit It is a dark and stormy night. Your car lurches unpredictably over the...
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Subject - mechanical engineering

Course - Total quality management (TQM)


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1:46 PM | 0.1KB/s LiE -1 79 Case Study.pdf ... werecuve TUWEIS. A IvueIII Quality I dit It is a dark and stormy night. Your car lurches unpredictably over the twisting mountain road. "You missed the turn," your spouse snarls. "I'm hungry." the children screech in stereo. Suddenly, out of the mist, appears the object of your search- Wilderness Towers. It is "The dream vacation resort for the modern family: breathtaking scenery spine-tingling amusement rides, the latest high-tech electronic games for both children and adults, educational seminars , and what not. You can pay less, but you cannot get more." The warm lights beckon you through the gloom. You drive under the vast, mmaculate entrance shelter. Cheerful attendants greet you, take your luggage, park your car, and usher you to the registration desk. The very gracious clerk asks for your name and immediately produces your keys and personal "Vacation Visa," which admits you to the many activities available. The clerk then takes your order for complimentary in-room refreshments. "Nice ouch," you muse. In less than one minute, an affable "Wilderness Host" is conducting you and your luggage to your room. But there must be some mistake. You had requested a Family Suite two bedrooms with a connecting sitting room. The room now opening before you is very spacious, luxuriously appointed, and equipped with a multi-media kit. And the bed--the one and only bed-- is enormous. Your normally cool spouse taunts," And just where did you think we are all going to sleep?" "I am most sorry for this mistake," your host responds with apparently honest concern. He quickly leads your tired little band to a nearby lounge and asks you to relax while he straightens out the room assignment. Pleasant music plays while the rain beats rhythmically on the windows, and your four-year-old beats less rhythmically on the table, you, and his sister. Eventually-was it really only 10 minutes? Your host returns. He is very apologetic and quickly ushers you to one of the Royal Family Suites. It has a master bedroom and two other bedrooms up a spiral staircase from the spacious, lavishly furnished sitting room, which is fully equipped with entertainment electronics of several varieties. "We apologise for the mix up and hope your stay will be enhanced with these deluxe accommodations. Naturally, you will be charged at the lower rate of the basic Family Suite." A few weeks later your credit card bill arrives. You carefully check off the charges: The airline tickets The rental car The resort a little rocky start and a few annoyances now and again, but it was nice to have the more elegant room at the lower price The resort What? A second charge ? Five telephone calls and one hour later, it is all cleared up. The second charge was an "inadvertent" bill for the original, smaller room. "We are sincerely distressed that this happened, but when we assigned you to the new room, the system still carried your charges for the original room as well. There will be a credit to your charge account for the erroneous bill". How would you feel about the quality of Wilderness Towers at each of these three points in the story? Why? A. As you leave the registration desk on the way to your room. When you open the door of the first room While paying your credit card bill. 2. What might your do as the result of your experience at Wilderness Towers? 3, List some examples of quality (both good and bad) at Wilderness Towers. 4. What differences do you see among the items you listed in question 3? What are the similarities? 5. How would you define quality? List at least 10 relevant of quality in a service sector such as this. 6. Who are the customers in this quality tale? 7. Can you think of the registration clerk and "wilderness host" that showed you to the room as customers? Why might it be helpful to think of them as customers? . How about the credit card company? . Whose customers are these people? 8. Suppose for a moment that you were the chief operating officer (CEO) of Wilderness Towers(WT) and that you have heard several stories like this from guests. Bi What would be some of your concerns? What would you do about them? 9.What action plan do you suggest for the CEO of WT ?

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