Professional Documents
Culture Documents
Group 2
Group 2
SUBMITTED BY:Group 2 Aditi Das Anly Mary Jose Arnav Shishu Arpit Benjwal Ashish Singhal Lopamudra Gautam Lopamudra Kashyap Mansoor Chowdhury Rajesh Bhadarwahi Arunima Rawat
2. As Dave Sinclair, what is your evaluation of the three SWOP proposals? What action would you take and why? As Dave Sinclair, our evaluation of the three SWOP proposals The SWOP program described areas with issues to be resolved that have been identified as an opportunity to improve service quality in the company. This first proposal program can be applied as immediate action because most of the recommendation does not need a big investment like better forecasting, improved communication between departments, train staff and so on. The ones that need more investment like provide fast and accurate information to staff, adopt self-service information and schedule staff member are going to contribute to solve some issues with the information system. Moreover, the 200 employees hired for the round year can be the platform to help the other additional hired employees in the other seasons. This would help the 20% beginner skiers that go every year with the self-service information. In short-term BMR will produce a change in the firm's course. Also, if these are achieved, it might solve other aspect, such as, customer flow. The information system are processes for creating, storing, exchanging, using and managing information and the firm needs to integrate their system to just one. It is important to consider this recommendation for a long term application. As it said, hire a graduate level co-op student that organized the database. It would cost from $600 to $800 weekly, so the firm can approve this proposal as a short term solution. This may improve the call center activities reducing the miss call amount less than 1000 calls, front desk and service personnel and others. At the moment that Intrawest invest on the firm, it should develop and improve an information system that allows integrate the new condo-hotels and villages with the old area. From the time they start the construction to the time they finished it should allow BMR organized and integrate the new system to the firm's course. Even though, this would be a huge investment, the company needs this system due to the investment that is doing Intrawest. Without it, the issues would get worst and every mistake will cost money and time.
In conclusion, the managers of the firm should develop programs to improve their speed of customer service and then start working with the information system, because it needs to be done before the other infrastructure starts working, if it does not happen like that for any reason, the customer flow will still be an issue and also the speed of service.