Advantages and Disadvantages of Kaizen

The assignment analyzes the pros and cons of implementing Kaizen in Thomas Cook, highlighting its benefits such as reducing errors and increasing competitiveness, but also mentioning drawbacks like requiring changes in mindsets and working styles. It concludes that managing quality is essential for delivering value to customers and remaining competitive in the market.

Managing Quality in
Hospitality, Tourism
and Events
EXECUTIVE SUMMARY
Travel and tourism is one of most important part of hospitality industry that provides
various kinds of services under one roof that are accommodation, travel and tourism and many

more. For every kind of industry managing quality is very much significant but for travel and
tourism industry for which consumers majorly build their experience on basis of services.

Contents
EXECUTIVE SUMMARY.............................................................................................................3
INTRODUCTION...........................................................................................................................5
MAIN BODY..................................................................................................................................5
Outline the problems being currently experienced by Thomas cook...........................................5
Examine to what extent Thomas cook has the right capabilities and competences to improve
the quality.....................................................................................................................................6
Assess the impact that one of the following Techniques could have on Thomas cook in terms
of delivering consistent and effective quality management.........................................................8
Recommendations/ conclusion....................................................................................................9
Layout and referencing..............................................................................................................11

INTRODUCTION
Managing quality is one of most important activity or act to oversee the works and duties
with the motive of maintain one of best quality of products and services. for an organization it is
very much obligatory to give one of best quality products and services to their ultimate consumer
base for that they have to understand the requirement of their consumers and accordingly build
products. This report is based on the Thomas cook which is one of most well known travel and
tourism organization established in 1841 with the motive of provide various services related to
travel and tourism under one roof. This report is based on the Case study of Thomas cook which
faces the problem of bad consumer experience from the last few years. So reasons behind the
major concerns and ways to overcome from these issues or problems to remain always
competitive in marketplace. With their capabilities and areas of strength to overcome from
various kinds of issues face by them.
MAIN BODY
Outline the problems being currently experienced by Thomas cook.
The major problems that faced by Thomas cook which is one of most well known brand
name in field of travel and tourism and provide various services under one roof. They face the
problems of consumer experience that are their recent clients faces the sickness issues that spread
from the one person to another that hinders the self interest of clients (Nickson, 2013).. In order
to they not follow or provide the hygiene food to their consumers that creates lot of health issues
in them. They face the issue of not properly availability of food at hotel and their premises that
hinders the self interest of consumers. In that regards they have to plan and coordinate each and
every aspect in proper manner by giving proper knowledge and information to their employees
about their rights and duties to remain always competitive in market place. They not be able to
maintained the level of hygiene in their hotel premises as that are very much important for a
consumer to get optimum consumer base. The some other issues that are face by Thomas cook
that are their employees not available to the consumers while booking or avail the services of
them in that situation it not only proved hazardous for customers but also to firm in giving

services to their clientele. In order to for Thomas cook they have to pay attention on the
consumer experience to deliver right kind of value to right consumer base. For that they have to
build various kinds of tools and techniques that helps to eliminate the consumers gaps to deliver
right kind of value to the ultimate consumer base in positive manner (Mok, Sparks and
Kadampully, 2013).. from the last few years they faces the lots of consumers complaints that not
only proved hazardous for consumers but also for organization to deliver right kind of value to
ultimate consumer base. The another major problem that is dynamic nature of business for that
they have to rapidly plan and coordinate with their employees to bring changes in their current
working style. In that regards sometimes they fail to adopt changes that creates fierce problem in
front of them to remain always competitive in marketplace. So they have to provide training and
development to their employees to remain always competitive in marketplace so that best results
should be achieved and employees also feel motivated while giving their services in Thomas
cook.
For an organization in respect of all these problems or concerns they have to focus on the
major areas in which potential reforms should be incurred to remain always competitive in
marketplace.
Examine to what extent Thomas cook has the right capabilities and competences to
improve the quality.
For an organization while faces some concerns or problems that hinders their self interest
they have to focus on their major spheres in which potential improvements are very much
important to remain always competitive in marketplace (Moutinho and Vargas-Sanchez, A. eds.,
2018). In context of Thomas cook they faces kinds of issues or concerns such as lack of great
consumer experience, not well trained employees so that they not able to serve their employees
to remain always competitive in marketplace. In that regards they have to pay attention on their
competencies and capabilities so that they pay their best in major spheres to get optimum
outputs. The major capabilities of Thomas cook can be evaluated from these aspects that are as
follows:
Reliability:

Reliability is one of most important aspect to give one of best aspect to build trust in front
of consumers to remain always competitive in marketplace. In context of Thomas cook they
have the capability to give best of services to their consumers on behalf of that they one of
leading organization in sector of travel and tourism by giving one of best services to consumers.
In that respect it can be said that they able to create and maintain the level of trust in front of
consumers by managing best quality of products to remain competitiveness in market.
Responsiveness:
Good consumer services is one of most important part of responsiveness to
remain always competitiveness in market (Morrison, 2013).
. There are various ways to respond in positive manner to consumers that are give one of best
technology products and services to the consumers and best response of employees to
consumers. In context of Thomas cook they match and evaluate the needs and wants of
consumers and accordingly planned to give one of best services to their ultimate consumer base.
With the help of that capability they able to give one of best attributes to their clients in positive
manner.
Assurance:
Assurance to consumers is one of most important attribute that delivered by an
organization to give assurance about quality of products and services (Evans, 2015). it is very
much significant for an consumer that they have great faith about quality of services while they
avail it. That kind of confidence level of consumers proved beneficial for organization in their
sustainability. In context of Thomas cook they by giving one of best quality services for very
long time give the assurance to their employees. They are well known for their great services in
the whole market in which they are presently dealing. In order to they plan and coordinate every
little thing to give delighted experience to consumers.
Empathy:
Empathy in general sense is to understand the problems of others and try to solve it. That
term is very much important for an organization to deliver right kind of value to the ultimate
consumer base. In context of Thomas cook they have the capability to understand the needs and

wants of consumers and accordingly build products so that they can be able to give one of best
products to them. It can be only possible by conducting through research and development that
helps to draw important insights about the preferences of consumers. With the help of it they
build one of best packages for youngsters, honeymooners and other class people so that they
never feel deficiency regarding the services and ready to pay one of best prices for them.
There are some other competency and capabilities possessed by respective organization to
remain always competitive in marketplace that they are very much financial sound and they can
easily beat their competitors with help of advance tools and techniques that are not easily adopt
by local agencies to get optimum level of output (Crouch and Ritchie, 2012). While changes
occurs in their organization they provide training and development to their employees to get
optimum level of outputs out of it. So they have revenue in year 2018that are 7394 million
dollar with gross margin of 13.5% that are high to remain always sustainability in market for
long period of time by planning and coordinating their major works and activities to remain
always competitive in marketplace.
So it can be said that Thomas cook should be enough capable to expand and enlarge business
opportunities by giving one of best experience to their consumers by remain always competent in
marketplace.
Assess the impact that one of the following Techniques could have on Thomas cook in
terms of delivering consistent and effective quality management.
Quality management is one of most important aspect for an organization to deliver one of
best services to the consumers to remain always competitive in marketplace. To deliver one of
best quality firm have to plan and accord each and every aspect to deliver right kind of value to
the ultimate consumer base. To manage quality supply chain, distribution system with
information technology each and every attribute should be in their systematic form so that they
can deliver one of best attributes to get optimum outputs. To manage and deliver one of best
quality products and services Thomas cook design and develop one of best tool that are:
Kaizen:
Kaizen is an kind of management style continuous improvement tool that one of well
known and mostly used by various organizations to remain always competitive in marketplace. It

is a philosophy that highlights the importance of improvement of quality in a business that
majorly focus on cooperation and commitment to remain always competitive in marketplace.
The level of improvement affects on every level of organization to get desirable outcomes. In
order to Thomas cook they by use that tool and technique can be able to deliver one of best
quality products and services that help to distinctive from their fierce competitors (Swarbrooke
and Page, 2012) . It helps to eliminate the level of defects that are available in the production and
delivery process of goods and services. so by using that tool and technique thomas cook should
eliminate level of defect at maximum level.
There are some advantages and disadvantages of that tool that Thomas cook have to encounter
them while using it that are as follows:
Advantages of Kaizen:
The one of most important thing with Kaizen that it helps to eliminate the defects from
where it exactly wrong. In that wasteful things and processes should be eliminated at maximum
level so that it helps in reducing cost of operations to get optimum utilization of resources (Van
Niekerk, 2017).
It reduces the chances of errors so not require to inspection rapidly that increase the faith towards
the services and helps to remain always competitive in marketplace. In context of Thomas cook
they by using that tool and technique they amend in best manner by evaluating the major gaps in
giving one of best service to remain always competitive in marketplace.
Disadvantages of Kaizen:
One of the major disadvantage of Kaizen that organization have to bring changes in their
mind set and their working style that requires too much cost and time to bring plan into
implementation. Sometimes it creates hazardous effects in front of people to adopt some
essential level of changes and for that firm have to provide training and development to their
employees to get right kind of outputs from their employees. In order to they have to implement
open kind of communication style in which each and every individual can share their views and
opinions to get right kind of outputs. In context of Thomas cook sometimes it is very much

difficult for them to deliver right kind of value to the ultimate consumers to remain always
competitive in marketplace.
So by applying that tool and technique organization can be able to improve in their serving style
of consumers that helps to enhance great experience level and build them loyal towards
organization. So it can be said that quality and its management is very much important for a firm
to deliver right kind of value to the ultimate consumer base.
Recommendations/ conclusion
From the above report it has been concluded that managing quality is one of most
important aspect for an organization as well as individual to remain always competitive in
marketplace. For that firm have to find out major areas in which improvements are potential so
that rapidly results should be incurred. To improve the quality organization have to use various
kinds of tools and techniques that helps to eliminate the gaps in managing quality. It helps to get
sustainability in market by putting one of best error free products and services to get optimum
outputs.

Layout and referencing
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Mok, C., Sparks, B. and Kadampully, J., 2013. Service quality management in hospitality,
tourism, and leisure. Routledge.
Moutinho, L. and Vargas-Sanchez, A. eds., 2018. Strategic Management in Tourism, CABI
Tourism Texts. Cabi.
Morrison, A.M., 2013. Marketing and managing tourism destinations. Routledge.
Evans, N., 2015. Strategic management for tourism, hospitality and events. Routledge.
Crouch, G.I. and Ritchie, J.R., 2012. Competitiveness and tourism. Edward Elgar Publishing.
Swarbrooke, J. and Page, S.J., 2012. Development and management of visitor attractions.
Routledge.
Van Niekerk, M., 2017. Contemporary issues in events, festivals and destination
management. International Journal of Contemporary Hospitality
Management. 29(3). pp.842-847.
Dredge, D. and et.al., 2013. Drivers of change in tourism, hospitality, and event management
education: An Australian perspective. Journal of Hospitality & Tourism
Education. 25(2). pp.89-102.
Dredge, D., Airey, D. and Gross, M.J. eds., 2014. The Routledge handbook of tourism and
hospitality education. Routledge.
Yeoman, I. and et.al ., 2012. Festival and events management. Routledge.
Bowdin, G. and et.al., 2012. Events management. Routledge.