Ivey Publishing
Blue Mountain Resorts: The Service Quality Journey
Product Number:
9B00D016
Publication Date:
10/20/2000
Revised Date:
10/18/2002
Length:
20 pages (15 pages of text)
Product Type:
Case (Field)
Source:
Ivey
Blue Mountain Resorts had been driving its business with a service quality program for several years, which the vice-president of human resources was responsible for coordinating. With a new ski season underway, and the critical Christmas season approaching, he wanted to continue progress of the program by introducing a new set of initiatives. He had recently gathered together a team of Blue Mountain Resort managers, from a variety of different areas in the company, to identify opportunities to improve service quality. The group provided three proposals that he felt warranted consideration. At the upcoming executive team meeting, he would be expected to set the priorities for the coming year and recommend what action, if any, should be taken for each. He had to decide which programs made the most sense for immediate action and which ones required additional study and analysis. Each of the proposals affected different parts of the organization, so he also needed to be concerned about who else in the company should be involved in further evaluation and implementation.
Issues:
Disciplines:
Operations Management
Industries:
Arts, Entertainment, Sports and Recreation
Setting:
Canada, Medium, 1999
Intended Audience:
Undergraduate/MBA
Price:
$5.30 CAD / $5.00 USD Printed Copy
$4.50 CAD / $4.25 USD Permissions
$4.50 CAD / $4.25 USD Digital Download
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