Case Study I
The Reservation Nightmare (Page 42)
The Reservation Nightmare
Summary of the Facts of the Case
The Reservation Nightmare is about a noted quality consultant named James Harrington that was trying to make a flight reservation to Canada with the ABC Travel Services. He called to ABC and the waiting began, first the telephone rang five times, so they started to ask questions, if his trip was related to company business, personal business or group travel, if his trip was within the United States, international, schedule training or related to a conference. After he answered these questions they said some instructions and made he wait until an international operator be free to attend him, so he remained in the line listening bad music, and they said again that all the operators were occupied, after more bad music, they asked him customer service number and last four digits of social security number. So after wait a few minutes more, finally he was attended, and the operator asked his information again, even though these numbers had already be informed, and when the operator discovered that James wanted to go to Canada, he said that is just a domestic operator and transferred the call to the correct place making the quality consultant wait and waste more time. Answer the Questions
1 – The ABC Travel Services provided a so slow and inefficient work, they asked some question and visibly did not used these information. They made the customer wait so long time, to put him with an operator that could not help him, despite of the fact that ABC had the necessary information to make the right transfer. The customer gave some information before be attended by the operator, to be asked again the same information. So this company did an inefficient job with the customer making him wait and waste so much time, moreover he probably was unsatisfied with the company and hardly will he use their services again. 2 – The travel agency could be more efficient wasting...
References: Evans, James R. (2011). Quality & Performance Excellence – Management, Organization, and Strategy, 22 – 42.
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