Customer Driven Learning at Radisson Hotels Worldwide

General Guidelines

Notes:

· This case is in the PDF located on the Learning Module Page. Read the case carefully, at least twice.

· This is the cover page of your case report. Word-process your case report within this template. Do not change the header or footer. They contain course number, term, name of case and page number, which are all required.

· Use 12-point regular Times Roman font and 1.5-line spacing.

· Use Equation Editor (Insert/ Object/ Microsoft Equation) to word-process formulas, if required for the case.

· Use Excel for graphs and Drawing tool in Word for diagrams, if required for the case.

· Do minimal rounding at intermediate steps (use at least four significant digits). Round off the final answers appropriately.

· Create a single Word document by pasting all your Excel work into this Word document.

· Answer the questions given below in preparing your report for the case. Do not use the questions given at the end of the case.

· Your comments must relate directly to the case. General comments are not expected.

Analysis of the Case

§ How should Radisson define and implement their service guarantee? (100–200 words)

§ What role should information technology play in accelerating the drive to improve service quality? (100–200 words)

§ How should Radisson measure and improve customer satisfaction and employee satisfaction? (100–200 words)

§ How should Radisson drive commitment to service quality through their franchise organization? (100–200 words)

§ How should Radisson align the goals of the hotel management team, hotel workers, owners, corporate management, and corporate staff with the new brand strategy? (100–200 words)

Appendices

§ Include any additional supporting documentation here. If you did any analysis in Excel, copy and paste your output as one of the Appendices.