Case Study Essay Example | Topics and Well Written Essays - 750 words - 22

Case Study - Essay Example be 250days with the total cost for the project being only $1,265,556.20 and an estimation of an increase in the total revenue for the company of between 10-12%. In this memo find attached Gantt chart with a time-line for the completion of the project and the critical path. From the attachment, you will also find our estimated activities with the greatest slack while at the same time a description of the sensitivity network with the points with the milestones and a comparison and contrast of Gantt chart versus a network diagram and a comparison with a schedule table. From the critical path analysis of our diagram, it is evident that the activities falling on the critical path include the Market analysis, Product design, Product design selection and Detailed Product design. Additionally, the other activities will include Test prototypes, the Finalized Product design, the Order production equipment and lastly celebrate. Sensitivity has been defined as the likelihood of the critical path remaining stable during the project completion. Network sensitivity is determined by both the amount of slack non-critical activities and the number of different critical paths. From our analysis, it is evident that the network is not very sensitive since there is only one critical path with the free slack ranging from 20 days to 159 days. The different milestones of the project include product design selection and the finalized product design. The fact that product design selection has multiple predecessors and multiple successors makes it a milestone (MilosÃŒÅ'evicÃŒ , 2003). The project design selection facilitates the narrowing down of the various options to pursue the project to work on. One of the major advantages attributed to the schedule table is its ability to clearly show the total time for the completion of the project and the fact that it clearly indicates the times for late start, late finish, and free slash of each (Timmreck, 2003). The main disadvantage attributed to

Study of Service Quality Management at Hotel Casino Dissertation

Study of Service Quality Management at Hotel Casino - Dissertation Example Various models of service quality are observed for the criteria of quality assessment that identify the ways of improving the service such as through customer segmentation and targeting for customization of service and promotions, frontline employee and management training and motivation schemes, focusing on the servicescape or implementation of customer relationship management databases and systems that further help to adopt loyalty appreciation schemes. Service quality is of immense importance because high service quality leads to greater customer satisfaction, which in turn increases customer retention that helps to develop a sustainable competitive advantage in the fast growing competitive hotel casinos business. ACKNOWLEDGEMENTS I express my heartfelt gratitude to all those who contributed to the successful completion of this dissertation. Specially, I would like to thank Macau's Landmark Hotel's Casino's Manager, Ms. Choy Man Yee, Casino's Supervisor, and Ms. Choy Siu Wah for t heir cooperation, support and time to provide me with the relevant details needed to accomplish the task effectively. Also, I extend sincere thanks to my course instructor whose guidance helped me to make this dissertation meaningful. I apologize, in advance, for any errors or omissions on my part in the composition of this dissertation. ... Servicescape 34 9. Customer Information 36 10. Conclusions 38 11. Recommendations 39 12. Bibliography 40 13. Appendix 44 List of Figures Figure 1: Service Quality Components†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦....8 Figure 2: The SERVQUAL Model in the Hospitality Industry†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦...12 Figure 3: Quality inconsistencies drawn from various literatures†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..15 Figure 4: Service Gap Model†¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦Ã¢â‚¬ ¦..16 1. INTRODUCTION 1.1. BACKGROUND AND CONTEXT In the recent years gambling tourism has been the greatest revenue generator for Macau contributing up to more than 50% of its revenue. With the boom in the gaming industry and advent of internationa l casinos in Macau particularly from Las Vegas and Australia, Macau has beaten Las Vegas in terms of revenue generation from the gaming business since 2007. Providing quality service to these customers to beat one’s competitors, in order to achieve customer loyalty has now become the major concern and a topic of hot debate for every casino’s management. The major customers for Macau’s casino businesses are from China and Hong Kong along with other international tourists. With the high rising competition among the casinos, keeping up sustainable profits and revenue, along with a reasonable market share has become a major challenge for the casino management. The only way this seems possible is by shifting from a customer attraction strategy to a more viable, profitable and easier, customer retention strategy. Customer retention i.e. holding on to loyal customers to maintain an influx of a sustainable revenue stream, is possible only by providing quality service th at beats the service offered by the competitors