Mt Whitney

In: Science

Submitted By Roxana1971
Words 6360
Pages 26
Unit 5: Managing service levels

CONTENTS
A.

PAGE

B.

C.

D.

E. F.

G.

INTRODUCTION TO UNIT 3  Aims 3  Your learning outcomes 3  Essential and suggested reading 4 SERVICE EXPECTATIONS 5  Customer expectations 5  Service encounter experience 5  Organisational change of focus 7  Ensure that segments are compatible (managing the segment portfolio) 7  Segment management 8 SERVICE LEVELS AND STANDARDS 9  Introduction to expected service levels 9  Problems in defining and agreeing service levels 9  Expected service levels versus service standards 10  Developing a set of service standards 11  How many service standards are necessary? 11  Planning service standards 12  Implementation of service standards 12  How can service standards be used? 13  Review of service standards 13 SERVICE RECOVERY 17  What happens when things go wrong? 17  Conflict management 19  Service recovery processes 19  Effective service recovery 20  Building trust 21 SUMMARY 22 NOTES AND GUIDANCE ON THE SELF-ASSESSED ASSIGNMENTS 23  Self assessed assignment 1 23  Self assessed assignment 2 24 REFERENCES 25

1

Unit 5: Managing service levels

Blank page

2

Unit 5: Managing service levels

A. INTRODUCTION TO UNIT
This unit looks at the expectations of the customer and how they relate to managing service levels. It also covers managing service levels with service standards, service guarantees and service level agreements (SLA). It investigates what goes wrong when service levels are not achieved and how to recover the situation and build trust again. The structure of this unit is as follows:     the expectation of the service from the customer viewpoint, the service encounter experience and the impact on the organisation (section B) the creation of service levels and standards and some of the issues involved in their implementation of service…...

Similar Documents

Coral Sea Hotels- Highlander Mt Hagen

...CORAL SEA HOTELS- Highlander Hotel & Apartments- Mt Hagen Introduction Highlander Hotel is located in Western Highlands Province in Papua New Guinea, and is a brand member of the Coral Sea Hotels under Steamship’s Group of Companies The vital motive of the organisation is to provide hospitality service. The Coral Sea Group of Hotels has been established since 1973. However there has been a massive refurbishment plan which is in evident today and their facilities cater to a varied market including local patronage and International Tourist. The change recently made offers first class facilities to the discerning consumers, and include a new wing room, a new Restaurant, Kitchen facilities, Conference facilities as well as a dedicated Gymnasium. They also provides services for Business houses as well as Government entities, with the provision of conference facilities available for Private functions, Party, Hire as required function at Pool Side. Other special places catered too especially for Birthday barbequing and Wedding ceremonies. This paper will present on the following aspects 1. The human Resource Structure, 2. The importance of having effective Personnel Management, 3. How it manages its Personnel. a) Recruitment b) Working Conditions c) Staff Training d) Workplace Communication e) Staff Discipline f) Problem solving (Grievances and Complaints) 1 .The Human Resource Structure The Hotel has a large group of......

Words: 2564 - Pages: 11

Whitney Houston in French

...Elle s'est eteinte comme elle a vecu,ans l'exces. Samedi 11 fevrier, Whitney Houston a succombe, dans son bain, une crise cardiaque provoquee par un melange d'alcoolet de medicaments. Un cocktail dangereux dont elle etait tres malheureusement coutumiere... Dans son entourage, certains n'ont pas ete surpris par cette fin tragique. Certes, ces dernieres annees, <The Voice> s'etait calmee, notamment sur la drogue, mais elle continuait de bruler sa vie, comme le confirme le recit des deux journees qui ont precede sa mort. Jeudi 9 fevrier, on a vu la star dans un etat second a la fete organisee par la chanteuse Kelly Price. Apres avoir frce sur la tequila, elle se dispute violemment avec un jeune artiste qui a eu le tort de discuter avec son toyboy, Ray J. Whitney repartira du Tru Hollywood avec une jambe en sang et des egratinures au poignet. Le lendermain, vendredi fevrier, elle passe la soiree au bar du Beverly Hilton Hotel avec des amis. Une fois encore, la star enchaine les verres, et c c'est l'oeil vitreux qu'elle rejoint sa chambre pour aller dormir un peu avant la grande soiree precedant les Grammy Awards, organisee le lendermain par son mentor, Clive Davis. Pour trouver le sommeil, comme a son habitude, elle se gave de somnifiers et d'anxiolytiques. Le samedi, en fin de matinee, elle a sa cousine Dionne Warwick au telephone, qui souhaite s'assurer qu'elles seront ssises a la meme table le soir. Puis, elle commande un hamburger-frites au room service et se fait......

Words: 650 - Pages: 3

Eli Whitney: the Interchangeable Man

...The Interchangeable Man: Eli Whitney One major goal in life is to have a purpose, to achieve a sense of accomplishment. Many people fulfill this by striving to be an inventor, someone who creates. An inventor must have a brilliant mind, a passion to create, and must be in the right place at the right time in order to be successful. Eli Whitney’s youth, education, early inventions, and mass production achievements contributed to his place as a great inventor. The early life of a person can of predict their future, and Eli Whitney’s youth certainly does. He grew up on his family’s farm in Massachusetts, where inspiration for innovation surrounded him. Whitney spent time working for a blacksmith. During this time he designed and developed a nail forge based on the demand caused by British Embargoes. “Young Eli quickly learned how the marketplace worked, and diversified into hatpins and canes. It was his genius to observe what people needed, and to provide it” (PBS), even from an early age Whitney was able to innovate to make peoples lives easier. As a young man he found himself intertwined with a small niche such as ladies hatpins. This learned ability to create and innovate would prove to help Eli Whitney become a successful inventor. Despite being a blacksmith in his early years, Whitney sought out education at Yale College. His parents objected to his decision since he was not interested in studying law and theology. Whitney left home at the age of twenty-three and......

Words: 1056 - Pages: 5

Whitney Young

...Takila Moore Foster Park Room102 November 23, 2013 Whitney M. Young Magnet High School Dear, Mother and Father I would like to attend Whitney Young high school. It is located on 211s.Laflin street Chicago Illinois united states. The only reason I think that I should go to Whitney young is because I think that I would be great for that school. Also there is no preference for applicants of siblings who already enrolled. The Selective Enrollment High Schools selection process is based on a point system, with a maximum of 900 points. Criteria for selection is based on an application score that balances entrance exam results with standardized test scores and final classroom grades. The application score consists of: The entrance exam (33 1/3% or 300 points) 7th grade reading and math test results (33 1/3% or 300 points) 7th grade reading, math, science and social studies grades (33 1/3% or 300 points) The admission of Whitney M. Young Magnet High School is that it has a long tradition of offering a rigorous college prep curriculum to Chicago's most academically advanced students. We currently offer 94 Honors courses as well as 29 Advanced Placement courses. We take great pride in preparing our students for admission to the most prestigious universities and colleges in the nation. Oh and Whitney Young has 52 athletic teams of 12 different sports. The boys' basketball team won IHSA state championships in 1998 and 2009.The girls' basketball team won the state......

Words: 449 - Pages: 2

Whitney Houston

...My Biography On “Whitney Elizabeth Houston” (Nippy) By: Ashanna D. Lee Date: 2/10/14 (rough drafts) 2/17/14 (final drafts) Subject: Library Class Instructor: Ms. Bee Whitney Elizabeth Houston, known to many as Nippy, was born on Aug. 9, 1963 in Newark, New Jersey. Houston began singing at a young age in her church choir within her hometown and released her debut album at the age of (22). During this time, she scored three #1 singles, delivered four more #1 titles, and earned her first Grammy. When Whitney married singer Bobby Brown in 1992, her career got off track. She made a major comeback, which probably would have been one of many if not for her early departure, with one of her #1 titles: “I Look to You”. Houston died on Feb. 11, 2012. Early Life/ Influences Whitney Houston, born on Aug. 9, 1963 in Newark, New Jersey, almost seemed destined from birth to become a singer. Her mother Cissy Houston, her cousin Dionne Warwick, and her godmother Aretha Franklin are all legendary figures in American Gospel and Soul Music. Whitney’s mother Cissy was the choir’s Minister at New Hope Baptist Church, and it was there that young Whitney got her start. By the time she turned fifteen, Whitney was often performing with her mother and trying to get a record deal of her own. Around the same time, she was discovered by a photographer who was amazed by her natural beauty. She soon became a well-known teenage model and one of the first women to appear on the cover of......

Words: 960 - Pages: 4

Mt. Rundle

...Mt. Rundle Mt. Rundle is a hotel found in a popular tourist city in Canada. This particular hotel is rather small with a little over sixty rooms. Price was it is on the higher side of hotels and is listed as a boutique hotel. All of the rooms in Mt. Rundle are different as far as accommodations and design which could be considered as adding to the hotel’s character. Because there are numerous sources of accommodation and places to stay in this tourist city, Mt. Rundle does not have a monopoly on living spaces. This also means that there will always be other places for tourists to stay if the hotel receives poor reviews. Steve Mckenzie is a disgruntled tourist who stayed at Mt. Rundle. He had been planning a three week vacation in Canada with his wife who is very busy as well so the vacation meant a lot to him, so one can only expect that he wanted everything to be well done with such planning. They were staying at a number of hotels with Mt. Rundle being one of them. Their stay was less than perfect but it was more of the handling of the money that pushed him over the edge. His room was above the kitchen, which led to a variety of cooking aromas seeping into their room. He also complained that the cleaning staff would stock the room improperly if at all. The customer service as a whole seemed inept because calling the front desk for soap did not work so he had to go down to the storage room himself to get it for him. The real issue began over four months after...

Words: 487 - Pages: 2

Mt Everest Simulation

...Mt. Everest Simulation- Personal Reflection Table of Contents 1.0 Introduction to Mount Everest team and Leadership simulation 2 2.0 Our Team Process Efficacy 3 2.1 The role of the leader 3 2.2 Psychological Safety 5 2.3 Group Thinking 7 3.0 Conclusions 8 4.0 Reference 9 1.0 Introduction to Mount Everest team and Leadership simulation Climbing Mount Everest is a dangerous undertaking, a Herculean task fraught with difficulties, danger, complexities and volatile weather conditions. Disaster can strike without warning, leaving the most competent and experienced professional high altitude mountain climber gasping for breath, and desperately fighting to stay alive. Death is not uncommon to mountaineers who ascend Mt. Everest, a simple mistake, faulty judgments, miscommunication, wrong decisions or complacency can lead to disastrous consequences. Indeed, climbing Mt. Everest cannot be accomplished alone, individuals need to work together as a team, cooperate and collaborate with one another, and rely on one another's capabilities to ascend the mountain summit successfully. Everest leadership and team multimedia simulation is an attempt to help the participants experience and understand team dynamics and leadership. It requires participants to work as a unit, a cohesive entity, collaborating and communicating essential information in order to make effective decisions that will benefit individuals and the group in achieving their goals. The......

Words: 3700 - Pages: 15

The Article Is Written by Mike Whitney

...The article is written by Mike Whitney in 2014 and is a long rand about how the American Dream is dead and the government is corrupt. Finding background information about this author was not an easy task. On his website you find a large number of articles that all seem to have the same theme; criticizing the modern society and the ‘evil’ capitalistic country of America. However, is it really true that there are just no way to get yourself out of poverty or climb the social ladder? That it would be completely impossible to get out of poverty - is not a true statement, if you ask me. if you work hard, finish High School and College there is a 72% chance that you will join the middleclass . The Article also says that if you end up in the middleclass you are most likely to spend the rest of your life working a “shitty” middleclass job that you don’t like. But is the US really at fault? Of course, a huge part of the middleclass will continue to stay in the middleclass because not everyone can become a billionaire. In today’s world, it is not an easy task to become super successful in any country, and just because you work the same job for a long time and work hard, it does not mean that you automatically become CEO. It is not that simple anymore; you will have to consider many aspects like social skills, creativity, getting to know the right people, luck etc. I am not saying that the capitalistic world we live in is fair, but there is not much we can do about it - or maybe......

Words: 813 - Pages: 4

Mt. Guiting Guiting

...Nadate, Ma. Criselda D. BSHM – 3B MT. GUITING-GUITING Sibuyan Island, Romblon Major Jump-off: Brgy. Tampayan, Madgiwang, Sibuyan LLA: 12°24’50″N, 122°34’4″E, 2058 MASL Days required / Hours to summit: 3 days / 10-13 hours Specs: Major Climb, Difficulty 9/9, Trail Class 5 with rock climbing/scrambling At 6,750 above sea level, Mt. Guiting Guiting is not nearly one of the tallest peaks in the country and yet it is one of the most sought after mountains in the record of Philippine Mountaineering. Dubbed by some local and international natural scientists as the “Galapagos of Asia,” Mt. Guiting Guiting boasts of its thick and old growth vegetation and forests. Sure enough, the mountain doesn’t have the freezing temperatures in Pulag or the height of Apo and yet it has caught the attention and gained the respect of mountaineers. Mt. Guiting Guiting is notable for its rocky ridges -- three of the few are the “Knife Ridge,” “Kiss the Wall,” and the “Peak of Deception.” The rocky ridges are all steep and jagged and definitely sharp. You should be very careful on where to step and where to hold on the rocks. Located in one of the three major islands of Romblon province, Sibuyan Island, Mt. Guiting Guiting is considered as one of the most difficult and challenging mountains in the country. Only mountaineers with enough stamina are advised to try the challenge that Mt. Guiting Guiting holds. This place will fulfil my dream to climb a mountain someday. I......

Words: 288 - Pages: 2

Impacts of Growing Population in Mt. Matutum Protected Landscape

...IMPACTS OF GROWING POPULATION IN MT. MATUTUM PROTECTED LANDSCAPE ROLANDO T. VISAYA & JOCIEL M. TECSON Students ERM - 216 Submitted to: MARIE ANTONETTE S. PAŇA, MSc ERM ERM 216 – DYNAMICS OF POPULATION, RESOURCE AND ENVIRONMENT University of Southeastern Philippines, Obrero, Davao City ERM 216– DYNAMICS OF POPULATION, RESOURCE AND ENVIRONMENT ROLANDO T. VISAYA, JOCIEL M. TECSON TERM PAPER I. Executive Summary Increasing population is contributing serious environmental threat on all component of the natural environment particularly on Mt. Matutum Protected Landscape (MMPL). Impact of man’s activities on all component of the natural environment on MMPL particularly the effect of increasing population, resource exploitation, and industrial advancement. Matutum is one of the vital ecosystems that significantly fuels the economy of the SOCSKSARGEN (South Cotabato-Sultan Kudarat-SaranganiGeneral Santos City) growth corridor of Southeastern Mindanao and of Region XII. Its forest resource provides invaluable benefits from various wood based products for both domestic and export consumption. The plant and animal species found in the forests offer vast potentials as renewable sources of food, fiber, medicine and materials for industrial uses while its natural features provide aesthetics and recreation. It is an important watershed serving as headwater and catchment of several major drainages in the area. It supplies 25 percent of the water......

Words: 7881 - Pages: 32

Mt. Aso

...the walls of the gardens, it seems as if life is on hold, as if time has been paused to allow the traveler more time to explore the unbelievable beauty of the gardens. You won’t believe the amount of gardens that are in Japan. Trust me they don’t even let a rose petal fall to the floor. But overall, my journey was just full of color and filled with life. Mount Aso is the largest active volcano in Japan, and is among the largest in the world. It stands in Aso Kujū National Park in Kumamoto Prefecture, on the island of Kyushu. Its peak is 1592 m above sea level. Mt. Aso has a fairly large caldera (25 km north-south and 18 km east-west) with a circumference of around 120 km (75 mi). The central cone group of Aso consists of five peaks: Mt. Neko, Mt. Taka, Mt. Naka (also called Nakadake or Naka-Dake), Mt. Eboshi, and Mt. Kishima. The highest point is the summit of Mt. Taka, at 1592 m above sea level. The crater of Mt. Naka, the west side of which is accessible by road, contains an active volcano which continuously emits smoke and has occasional eruptions. The 24-km-wide Aso caldera was formed during four major explosive eruptions from 300,000 to 90,000 years ago. These produced voluminous pyroclastic flows that covered much of Kyushu. The last of these, the Aso-4 eruption, produced more than 600 cu km of airfall tephra and pyroclastic-flow deposits. A group of 17 central cones was constructed in the middle of the caldera, one of which, Naka-dake, is one of Japan's most active......

Words: 1194 - Pages: 5

Annotated Bibliography of Whitney Houston

...Annotated Bbliography of Whitney Houston Ammons, Kevin, and Nancy Bacon. Good Girl, Bad Girl: An Insider's Biography of Whitney Houston. Secaucus, NJ: Carol Publ. Group, 1996. Print. This was an unauthorized autobiography of Whitney Houston by Kevin Ammons who observed Whitney Houston’s life while dating her publicist Regina Brown. He observed a glamorous woman who let success turn her into a very troubled woman. In the autobiography Ammons talked about how Whitney had a close friend by the name of Robyn Crawford and that her mother, Cissy Houston felt that it was “unnatural” for the two women to be so close. Ammons also mentions how upset Robyn would become when Whitney gained male attention. Robyn was upset when Bobby Brown sent Whitney four hundred roses, and at the 1991 Super Bowl where Whitney sung the national anthem and M.C. Hammer appeared, him and Whitney went off by themselves, talking and laughing. Ammons also includes in this autobiography that his girlfriend at the time stated to him that one of the condition in working for Whitney was not to bring up Robyn. These statements mentioned in Ammons autobiography tends to make the media and readers believe that Whitney Houston had lesbian affairs with Robyn Crawford, and this is what caused her to develop a drug problem that soon resulted in an early death. Markman, Rob. "Whitney Houston: A Timeline of Her Troubles - Music, Celebrity, Artist News| MTV." New Music Videos, Reality TV Shows, Celebrity News,......

Words: 1029 - Pages: 5

4 New Faces for Mt. Rushmore and Why

...4 People Who Should Be On Mt. Rushmore 1.) Ronald Reagan- He expanded America's influence, rendering it the sole super power in the world. No single person has done more to spread democracy in the last 100 years than Ronald Reagan. No one has done more to build the infrastructure — political, economic and military — to speed the adoption of American ideals across the globe. Reagan was the most successful president of the twentieth century. He took a country that was in economic collapse and militarily in retreat around the globe and turned it completely around. He put an end to the Cold War. FAMOUS QUOTE: “Freedom is never more than one generation away from extinction. We didn't pass it to our children in the bloodstream. It must be fought for, protected, and handed on for them to do the same, or one day we will spend our sunset years telling our children and our children's children what it was once like in the United States where men were free.” 2.) Franklin D. Roosevelt- FDR isn’t here because of his economic policies, but because he took on Hitler and Tojo and he won. He definitely wasn’t always right in combating the worst financial depression in U.S. history, but his impact and legacy are astounding. Not only did he lead, but he was victorious in the deadliest war in history.  His influence extends from the creation of the United Nations to the greatest passes of Social Security and Labor legislation to the New Deal until the Great Society program by President......

Words: 645 - Pages: 3

Mt 355 Marketing Research

...Running Head: UNIT 10 REFLECTION Reflection Kaplan University MT 355 Marketing Research Theodore Alex May 23, 2012 This class helped me understand how companies market products and why these choose those products. The knowledge that I have gained is beneficial professional as well as personally. This class specifically has opened my eyes to new ideas and pathways that my future could hold. Now I see that marketing is so much more than just advertisement on television it covers more ground than I could have ever imagined management actually. Prior to this course, I understood that marketing involved finding ways to sell products to consumers. However, I had no idea the amount of time, effort, and research put into the process. As I look back on the past 10 weeks, the topics that stand out to me are Sampling and Data Collection and Secondary Data. I learn a lot of information in this class about marketing one of the most interesting was about Sampling and Data Collection. When I started this term I, thought that the demographic variable was the only way to get sampling information for the market. Now I have a completely new perspective on sampling. There are so many way you can do sampling you can break it into categories demographic, geographic, psychographic, and behavioral with each having a number of subcategories. Learning about this topic has and will continue to me more valuable as a management professional. I am now able to provide valuable......

Words: 431 - Pages: 2

Whitney

...Time Log Template Make a list of all activities you accomplish in one day. Be as specific as possible, and include a scheduled time for study. This log may be used in future courses to schedule time for study and course work. |Time |Activities |Comments or Observations | |6:00 a.m. | | | |6:30 a.m. | | | |7:00 a.m. | | | |7:30 a.m. | | | |8:00 a.m. | | | |8:30 a.m. | | | |9:00 a.m. | | | |9:30 a.m. | | ...

Words: 317 - Pages: 2

[MYLF] Brooklyn Chase - Fuck The Pain Away (30 11 2018) rq mp4 | Dragon Ball – Bảy Viên Ngọc Rồng chap 43 | RIN Daughters of Mnemosyne