SHu QSO690 case 6 assignment
Customer Driven Learning at Radisson Hotels Worldwide
· This case is in the PDF located on the Learning Module Page. Read the case carefully, at least twice.
· This is the cover page of your case report. Word-process your case report within this template. Do not change the header or footer. They contain course number, term, name of case and page number, which are all required.
· Use 12-point regular Times Roman font and 1.5-line spacing.
· Use Equation Editor (Insert/ Object/ Microsoft Equation) to word-process formulas, if required for the case.
· Use Excel for graphs and Drawing tool in Word for diagrams, if required for the case.
· Do minimal rounding at intermediate steps (use at least four significant digits). Round off the final answers appropriately.
· Create a single Word document by pasting all your Excel work into this Word document.
· Answer the questions given below in preparing your report for the case. Do not use the questions given at the end of the case.
· Your comments must relate directly to the case. General comments are not expected.
Analysis of the Case
§ How should Radisson define and implement their service guarantee? (100200 words)
§ What role should information technology play in accelerating the drive to improve service quality? (100200 words)
§ How should Radisson measure and improve customer satisfaction and employee satisfaction? (100200 words)
§ How should Radisson drive commitment to service quality through their franchise organization? (100200 words)
§ How should Radisson align the goals of the hotel management team, hotel workers, owners, corporate management, and corporate staff with the new brand strategy? (100200 words)
§ Include any additional supporting documentation here. If you did any analysis in Excel, copy and paste your output as one of the Appendices.
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