Former President Suharto of Indonesian once famously dismissed the concern over his country’s corruption by saying: Well you come out here from Washington with these high ideas to tell us….
Problem The company’s growth rate was declining.
Problem The company’s growth rate was declining. The customer satisfaction rating was only average, even when the employees of that hotel were paid highest in the industry. Protagonist The company is facing the problem. Parameters Low customer satisfaction, no trigger to work better. Assumption The customers were given the best packages for trips and the best room rates for hotels compared to everyone else in the market. The customers of this hotel enjoyed the best facilities available. The customers will not be excited by new packages and facilities for a long time. The reason for decline in company’s growth is low customer satisfaction. The customers are not satisfied due to the behavior and working efficiency of the staff. Various Solutions · Training employees for better customer service · As suggested by Ms Shoma, start employee recognition program. Three level of performers. Salary and stars of the shoulder to be given according to the rank · The highest ranked staff also gets the authority to teach other employees. He also is empowered to take few decisions · Empower employees to act and take decision as per their convenience to provide better customer service to different customers · Each good tip fetches them extra rewards and accordingly bad tip has a negative effect on the rewards · Employee of the month should be given every month, so that staff is always motivated to deliver their best · Hotel should also maintain a database of all customers with their birthday…When a NASA representative was asked: “How do you motivate astronauts?” He replied: “We do not motivate them, but rather we are keen on whom we choose.” Discuss the implications of this statement from