This assignment analyzes Expedia's application of quality management principles. It highlights how Expedia leverages these strategies to improve customer experience, ultimately contributing to its continued success in the travel industry. The document references relevant research and concepts from total quality management theory.
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Table of Contents EXECUTIVE SUMMARY.............................................................................................................1 INTRODUCTION...........................................................................................................................2 TASK 1............................................................................................................................................2 Current issues experienced by Expedia.......................................................................................2 TASK 2............................................................................................................................................4 Analysing the correct ability and competency in order to better quality of Expedia..................4 TASK 3............................................................................................................................................7 Effect of various methods in delivering effective quality management.....................................7 CONCLUSION................................................................................................................................8 REFERENCES..............................................................................................................................10
EXECUTIVE SUMMARY Management quality is not easy work and it is difficult for keeping satisfy to make them customer happy and peaceful. In hospitality sector, visitors attracts towards top companies which provide best quality services at reasonable price. Expedia is an online booking website which is offering million of people from web services. They mainly booking the tickets of airlines, travel booking, provide tour packages, hotels reservation, give cars on rent for travelling. All these services provided from internet and telephone. They has been seen for earning maximum profit by enterprise. Organisation is facing quality problems or issues which has been described in this report. 1
INTRODUCTION In recent time period, quality management is important for tourism and hospitality sector. It can involved agreeable to delivery of products and services according to the expected standards of such services. This can be determined as one of the major challenges which can face by company manager and also it will be essential condition of growth and success. The report is describing the issues which are faced by Expedia regarding specific quality. It is also famous among customers for the name of online travel reservation site which provide new way to the customers to examine and book travelling (Li and et. al., 2014). This project help in explaining two different techniques which has been discussed and these were assist in delivering consistent and good management of quality. TASK 1 Current issues experienced by Expedia Expediaislargestonlinetravelbookingservicesitewhichismainlyknownas Expedia.com which offers visitors a new way to search and reserve the travelling tickets. This will assist in developing and also grow on the regular basis in proper manner. It is seen that charges of online booking is more in comparison to manual booking and it increased by 14%. Along with this, the turnover can increasing and rise with 15% in the first quarter of 2017. despite in the financial situation, the venture is acquiring negative response from their customers and increasing the rating of sites. This has been proved that Trip Advisor which provides quality services by Expedia is decreasing constantly. The reason behind poor reviews on Trip advisor which relates to their booking activity and customer services due to fail in delivery. There are various issues experienced by Expedia that are discussed are as under:Assurance-Organisation are not capable to provide sureness to their customers. At sometime, many flights are rerouted and company is not give any information and notice to their passengers (Seetharam and et. al., 2015). Apart from this, firm can not repay additional cost which are given by customers that can occurred. There is no resolution for such issues or problems which exist and negatively impact on brand image of the firm.Responsiveness-Organisation is playing role as non- respondent when clients are ask question and they are not given any answer to them related to products and services. For 2
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example, if any visitor contact to Expedia by using email and other source and firm are not given any response.Slow performance- This will occur in the case of postponed of any meeting, individual call is not done to the customers or employees and also make them aware about every thing (Slater, 2010). Along with this, they assist in increasing number of customers in waiting line. For example, sometime they are putting the customer call on hold for more time.Rude communication- In this, sometime manager or employers are behave with rude manner with their users and communication skills are believing in beyond the values or beliefs. This has been observed that manager are shouting on few clients which is not appropriate.Unacceptableservices-Tripadvisorcompanyisprovidingpoorservicestotheir travellers.If acustomer ispaytheirpaymenton given timethen itisalso the responsibility of firm is to provide them refund money to them in fast speed services in case of any cancellation. This has been analysed that clients are waiting for their refund amount for long time period. But 5 weeks has been passed but still they did not get any payment of refund.Unavailable service-At sometime, service facilities is not accessible in Expedia. This can proved such incident when a customers has advised by British Airways that his flights wascancelled and they provide information to Expedia about such things (Svensson, Host and Regnell, 2010). It is that condition of customer service of the booking site which is unexpected and poor.Reliability- Sometime organisation is losing trust among customers as they expected to them which are not met. Even they are not giving information regarding particular time such as cancellation of flying, re-routing of flights etc. on given time and by this passengers are face different type of problems. Empathy-Employees or workers of company do not demonstration any sympathy to their customers and also present that there is no solution for their complain about products and services. Various services are offered by Expedia which is totally based on difficult business operations because this will includes another businessperson for developing specific services. In 3
reservation of flights, airline house are actual supplier of flights and Expedia play role as a third person and as became agent. Further, it has not control on their activity which are taken by airways (Westgard, 2010). The decision which are taken related to cancellation or rerouteing of flights is totally belongs to supplier of airline and this outcome is generating the disturbance in the procedure of delivery services and by this prospect of customers are not fully completed. Even this disruption has not affected the expensive time but user make new position for fulfil new payments. Therefore, Expedia has not receive growth and success in protecting the arising issues or conditions which have been produced for unsatisfying delivery of services in proper manner. Apart from this, they does not prepared fast emergency outcome when some changes or modifications will happened. Addition to this, improvement process was not created at the accurate modular which reduces the corporal and business condition for their customers. The best services which has to be fulfilled expectation and requirements of customers. It is fully based on positive behaviour of employees towards their specific jobs. TASK 2 Analysing the correct ability and competency in order to better quality of Expedia Expedia is giving very poor consumer services, it is important to find out different ways for rising the service of delivery. For offering more professional services, cited organisation need to appraise ability and competencies in proper manner. There are three factors which has directly impact on betterment of different services that are discussed as follows:Human resource-It refers to the employee workforce of corporation which require special attention because they are interfacing with customers in various ways in different condition. Expedia has been improve their process of selection and recruitment so that they are hire skilled and potential of employees for specific job roles. This require to maintain quality of such sector (Yoder-Wise, 2014). Along with this, they can present assessment method in order to motivate their personnel department for delivering best qualityofservicestotheircustomers.Butemployeesneedsmoretrainingand development programmes for achieving these objectives and targets. This has been observed that communication skills is not effective or good which require to improved, firm should provide necessary training to them where they try to provide accurate 4
solution for issue of customers in appropriate manner. The work force require to declare the vision and mission idea and perform best for reaching desired goals and objectives.Physical resource- Corporation require to focus on the physical resources so this will ought to offer more in correct and appropriate information and guidelines of their customers by reduces the human errors (Abdullah and Islam, 2011). The information should be given for better explaining the demand of users when they became part of Expedia. For this result, it can be proved that the organisation require to arrange essential resources so the quality of services should be improved. At sometime, disruption is the operationalprocesswhichmayreducethroughbettermentincommunication transmission with the help of provider by assembly information at actual time period. Financial resource-Expedia require to gather important assets so that they become strong in financially and they are able to resolve major problems and issues for delivering services. It has been observed that till now enterprise is financially good and effective as booking the tickets of rate which increasing by 14% and their income has been enhanced by 15%. Alongwithsuchfactors,Expediarequiretoconcentrateonqualitymanagement approach. There are majorly four elements of management quality which are explained as follows:Quality planning- In first time, venture need to identify those areas where they alter the quality in proper manner. After this, they has been plan some strategies and policies for doing same.Quality assurance- It is that way of protecting human barriers or errors and imperfection while producing products and services in appropriate manner (Bell and et. al., 2012). This includes confront the problems at the time of delivering services to customers or clients. By this process, employees quality team can check their work that are satisfy customers or not.Quality control-It is that method which focus on evaluating fault. With the assistance of this, corporation can assure different tools, techniques, process, approaches and methods which are designed in this report that are correct in effective manner. Such activities represents the observation and verifies the projects deliver in defined standard of quality. 5
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Quality improvement-It is one of the most essential approach which analyse the performance and systematic work of employees so by this quality should be maintained. There are different concepts for improving quality which includes TQM (Total Quality Management),CQI(ContinuousQualityManagement),etc.Continuousquality management refers to that procedure which assist in maintaining quality on regular basis so there are no issue will occurred (Boniface, 2013). Different cycle such as reporting and metrics, analysing and understanding, modelling and planning and take active decisions. Another is TQM which defines management concept for developing long term growth by satisfying customers (Total quality management phases. 2017). There are four phases which are discussed as under: ◦Plan- In first stage, planning is done where different strategies and policies which are designed so that quality can be improved properly. ◦Do- Second is allotment of work will be done in order to maintain management quality. ◦Action- Action is taken if any imperfection are recovered in other process or finished goods and services. ◦Check- It is the last stage where investigation is done on the basis of quality. Employees supervise each method and process which determine the standard of quality which can be achieved or not and according to this activities should be performed (Chaffey and White, 2010). 6
Illustration1: Total Quality Management, 2017 (Source: Total Quality Management, 2017) TASK 3 Effect of various methods in delivering effective quality management There are two types of techniques which can be used by Expedia for delivering consistent and effective management quality which are discussed as under: Kaizen: This is Japanese word whose actual meaning is continuous improvement. Such type of tools and techniques can be used by enterprise. Expedia will also use Kaizen for getting success and growth. In this procedure, small step is taken on continuous basis which can provides great changes in future time period (Evans and Lindsay, 2013). This process is low and steady in feature and improvement is done in appropriate manner. Implementation of Kaizen It is important to be familiar with these techniques so this is the way of thinking but method of achieving all tasks. Training required by employees of Expedia so this process consist of some guidelines which need to be followed by this important changes will be brought. For example, firm can change practice of paper work without discussed with teams or group members. The new changes will directly impact on employees teams who resist to change. 7
Company manager require to motivate them regarding modifications before taking any decisions. Training and development programmes required by workers so that they can develop effective changes. This method bring high recommendation and modifications in proper manner (Ford, Sturman and Heaton, 2012). It can be proved that Expedia that can make important changes in their services for long time period. Benefits after implementing Kaizen There are advantages of Kaizen which are described as under:Employee engagement-It will play an essential role in engaging and involving all the employees in creating changing and finding solutions towards quality based issues or problems. By doing this method, all the person skills and mind work in similar direction and effective result can bring out this. Customers are first precedence- It is that method which gives first priority to customers and make proper changes in the present process as per their demand and needs. ISO: ISO stands for international Standard Organisation. This is international standard setting body which is combination of representatives from various national standard organisation. It is another method for maintaining management quality. Expedia should implement such methods at the time of booking sites. In every firm need to follow some guidance rendered by this techniques. There are certain guidelines and significant international standard that are as follows: ISO 9001:2008 Quality management system ISO 14001 Environment Management system ISO 50001 Energy Management Standard Such standard help organisation for doing work according to the criteria. Firm has to earn high amount of profit for selling increasing rate and satisfy level of customers (Hassan and et. al., 2012). For this process, entire quality of delivering services are improved and users get satisfied. CONCLUSION As per the above mentioned report it can be concluded that quality management is important for tourism and hospitality sector. It can involved agreeable to delivery of products and services according to the expected standards of such services. Expedia is largest online travel booking service site which is mainly known as Expedia.com which offers visitors a new way to 8
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search and reserve the travelling tickets. This will assist in developing and also grow on the regular basis in proper manner. 9
REFERENCES Books and journals Li, Z., and et. al., 2014.Method and apparatus for managing quality of service for multimedia applications. U.S. Patent 8,824,453. Seetharam, A., and et. al., 2015. On managing quality of experience of multiple video streams in wireless networks.IEEE Transactions on Mobile Computing.14(3). pp.619-631. Slater, R. C., 2010. Managing quality of life in the older person with a stoma.British journal of community nursing.15(10). Svensson, R. B., Host, M. and Regnell, B., 2010, September. Managing quality requirements: A systematic review. InSoftware Engineering and Advanced Applications (SEAA), 2010 36th EUROMICRO Conference on(pp. 261-268). IEEE. Westgard, J. O., 2010. Managing quality vs. measuring uncertainty in the medical laboratory. Clinical chemistry and laboratory medicine.48(1). pp.31-40. Yoder-Wise, P. S., 2014.Leading and Managing in Nursing-E-Book. Elsevier Health Sciences. Abdullah, M. M. and Islam, R., 2011. Nominal group technique and its applications in managing quality in higher education.Pakistan Journal of Commerce and Social Science.5(1). pp.81-99. Bell, D., and et. al., 2012.Managing quality. Routledge. Boniface, P., 2013.Managing quality cultural tourism. Routledge. Chaffey, D. and White, G., 2010.Business information management: Improving performance using information systems. Pearson Education. Evans, J. R. and Lindsay, W. M., 2013.Managing for quality and performance excellence. Cengage Learning. Ford, R. C., Sturman, M. C. and Heaton, C. P., 2012. Managing quality service in hospitality. Demar cengage learing. Hassan, J. A., and et. al., 2012. Managing quality of experience for wireless VOIP using noncooperative games.IEEE Journal on Selected Areas in Communications.30(7). pp.1193-1204. Online Totalqualitymanagementphases.2017.[Online].Availablethrough: <https://bizfluent.com/about-5110630-continuous-quality-improvement-model.html>. 10