Executive summary

Ocean Paradise Hotel & Resort is a five star hotel and they are one of the most popular hotel in
Bangladesh, Cox’s Bazar. Now they are facing many problems due to lack of their customer
service, lack of staff’s job knowledge and their inventory management. These problems not only
impact on their profit growth but also impact their brand image. However, the most importance
problem of Ocean Paradise Hotel is customer service, because due to lack of customer serice
most of the customer has forward to another hotel. So by improving this problem Ocean Paradise
Hotel can solve this problem. When Ocean Paradise Hotel would solve this problem then they
can keep their customer and increase their profit and develop strong brand image. To select the
most one problem Ocean Paradise Hotel could use selection methods. On the other hand Ocean
Paradise Hotel can also use the importance performance matrix to implement the project regular
task. However, after select the main problem Ocean Paradise Hotel can use Why-why analysis to
find out why customer would not stay in their hotel. To implement this problem Ocean Paradise
Hotel can use radical changes and continuous improvement methods. This method also helps to
find out project advantages and disadvantages, when they use these methods. After completing
this process Ocean Paradise Hotel would go to make a project plan, which implement by the MS
project. This project plan should helps to record their need resources and time to implement total
project. After completing this project plan Ocean Paradise Hotel also develop their project risk
management, because any time project could me fail due to lack of some problem. This risk
management helps overcome any problematic situation. However another important thing is to
make a budget to maintain the project cost and time. So if Ocean Paradise Hotel improve their
customer service then Ocean Paradise Hotel can keep up their customer, develop strong brand
image, increase market growth and increase yearly profit.

1
 Objectives

Ocean Paradise Hotel & Resort objectives are kept up their customer by improving customer
service. Ocean Paradise Hotel & Resort main project sources come from customer so they should
try to satisfy their customer. To develop this customer service Ocean Paradise Hotel & Resortn
continuous improvement and radical changes methods and Ocean Paradise Hotel & Resort
implement a project plan for the forecast of the project, through the project Gantt chart, cost
budget, resources and risk management.

Methodology

Qualitative research methods were used primary and secondary data information, which collect
through question and formal and non formal interviews. Ocean Paradise Hotel & Resort the
secondary data have collected from Ocean Paradise Hotel & Resort websites, different websites,
books and newspaper. Ocean Paradise Hotel & Resort have used some graph & table to better
understand which have collected from different books, websites and cause study.

2
Company Background

Ocean Paradise Hotel & Resort is a five star property overlooking beach, sea and sprawling town
of Cox’s bazar and it is luxury and very comfortable place for say long time (olx.com, 2015,
Ocean Paradise Hotel & Resort). Ocean Paradise Hotel & Resort is located beach at Kalatoli
Road, the hotel zone at Cox’s Bazar. Ocean Paradise not only do 90% of their rooms face the
sandy beach and rolling waves, even their Banquet Hall and multi-purpose terrace have this
unique feature with waves a spectacular. Ocean Paradise has 296 spacious rooms and suites
spread over Deluxe and Superior Deluxe Building. Ocean Paradise fitness center is complete
with swimming pool, spa, gym, sauna and every suite in the Superior Deluxe Building has a
Jacuzzi. Ocean Paradise has three restaurants, a Sheesha Lounge and a bar. Ocean Paradise hotel
guest can access free internet. Ocean Paradise Hotel & Resort not only for the holiday makers,
but also for high profile meeting held by any kind of corporate company
(Oceanparadisehotel.com, 2015). Ocean Paradise two restaurants in the hotel cater to the
culinary pursuits of guests. On the other hand Curry Leaf on the first floor is a multi-cuisine
restaurant that specializes in Thai, local and continental food. However Ocean Paradise has one
grand ballroom and two meeting rooms that can seat between 50 to 1000 people depending on
the type of event and the seating style preferred. During the winter particularly a sunset open
terrace provides an ideal venue for live concerts, cultural events and barbeques. Ocean Paradise
another facility is a game room, an outdoor swimming pool with a separate pool for children
(The Daily Star, 2015). However in 2012 Ocean Paradise operating revenue had BDT 2126.76
million and profit before tax BDT 1374.91 million and profit before after tax BDT 1146.51
million. However Ocean Paradise segmentation suggest that in 2012, 57% revenue has came
from their rooms and food restaurant bar 21%, minor operating department 7%, food –bequest
& conferencing 3%, beverage restaurant & bar 8%, beverage, bequest & conferencing 1%, other
restaurant & bequest 3% and other income 0% (Oceanparadisehotel.com, 2015).

3
Ocean Paradise Problem identification in operation areas

Ocean Paradise Hotel & Resort is a service oriented company and they are providing high
quality service to their customer. According to the Mahabub Alom, Ocean Paradise has been
providing quality full customer service than other hotels. Although their position is much more
batter in the hotel market but due to the impact globalization customer demand has increased and
lot’s of foreign hotel has joined in the hotel market. So Mahabub Alom said that if they would
not improve their customer service and follow market trend then they would not keep up their
yearly sales, brand, market share and growth. However Mahabub Alom also said that Ocean
Paradise has not enough employee recognition system, job security and training. For this reason
lot’s of staff’s has resigned from their job. Another problem is Ocean Paradise supply chain level
is not so good, for this reason they could not handle their inventory. Base on this situation it can
say that Ocean Paradise has needed to improve their operation area as soon as possible.

Three problem areas isolation from above discussion

Improve Customer service: Ocean Paradise main profit comes from their customer
service, but they would not providing current market trend service. Due to lack of their low
customer service they could not satisfy their customer and customer has to forward another hotel.
Now most of the customer wants to better facility behind their expense. Ocean Paradise would
not providing high quality food restaurant bar, minor operating department, food –bequest &
conferencing, beverage restaurant & bar, beverage, bequest & conferencing, other restaurant &
bequest, security & privacy and customer feedback. If Ocean Paradise would not improve their
customer service then day by day they lose their customer. So it can say that as soon as possible
Ocean Paradise need not improve this area.

Staff’s job Leave: Staff’s job satisfaction has depended on their job facility. Ocean Paradise
would not provide staff’s recognition, job security and job training. For this reason most of the
staff’s has to leave from their job. Due to lack of their recognition system employee would not
motivated in their work place. On the other hand employees would not do well in their job,
because they have no job security. However Ocean Paradise employee’s has not enough
knowledge to deal with a client due to lack of staff’s job training. Ocean Paradise has needed to

4
provide this facility to keep up their staff’s. So it can say that Ocean Paradise should be
improved this area as soon as possible.

Inventory management: Ocean Paradise has not enough inventory management. For this
reason they would not provide quick service to their customer. Ocean Paradise inventory
management depends on their supply chain management. So Ocean Paradise has needed to
improve their supply chain like- alternative raw material supplier, effective procurement and
logistics. By improving supply chain area Ocean Paradise can improve their inventory
management. When Ocean Paradise would set up their inventory then they could provide quick
service to their customer. So it can say that Ocean Paradise should improve their inventory
management as soon as possible.

Project selection from the three changes:

Project selection is a way to select a project base on project priority like- which project is more
beneficial than other project. Project selection method helps to guide an organization decision
and weight then against alternative project and the manager will inevitably have to make
decisions regarding which project to implement. Manager should need to careful analyze all of
these contributing factors like- the goal of the organization, customer requirement, timeframes,
budget, urgency, scheduling etc (Onedesk.com, 2015). However Ocean Paradise can choose
improving customer service project, because this project is more effective and beneficial. Ocean
Paradise will get more output by improving this area.

5
Project Viability Matrix

Project Weight Score Bar chart

Project Weight Score

Project 3

Project 2

Project 1

0 10 20 30 40 50 60 70
Project 1 Project 2 Project 3
Series1 60 38 30

6
Importance performance matrix evaluation of Ocean Paradise

Ocean Paradise importance performance scale

Source: (Slack, Chambers,Johnston, 2010, p.614)

Ocean Paradise Importance performance Matrix Chat

Figure 20.9 Priority zones in the importance- performance matrix

Source: (Slack, Chambers,Johnston, 2010, p.614)

7
 Ocean Paradise customer service improvement Flow chart

Develop high quality customer

service Room Decoration

Development of quality food

restaurant bar

Arranging food –bequest &

conferencing

Develop beverage
restaurant & bar

Implement minor operating department

Arranging bequest &

conferencing

Managing security & privacy

Ensure Customer satisfaction Customer Feedback system

Figure 18.9 Process map for customer

Source: (Slack, Chambers,Johnston, 2010, p.560)

8
Ocean Paradise customer service development through Why analysis

Low room decoration

Low quality full food

Why customer's are not satisfy about Not given extra service
service
Less beverage restaurant
& bar

Not Enough Customer

support center

Qualityfull Decoration

High quality full conference

center
Improve
Customer Why customer 's are forward for
Security & privacy
service another hotel

Qualityfull food

No noise

Staff's are not motivated

No customer feedback system

Lack of employee Job
Why Ocean Paradise can not provide Knowledge
quick service
Slow supply chain process

Lack of updated
technology

Figure 18.12 why-why analysis for failure wrongly predicted ‘

Source: Slack, Chambers,Johnston, 2010, p.563)

9
Why customer’s are not satisfy about service

Now most of the customers want to best service in reasonable price but Robi would not provide
this facility. On the other hand Robi competitor has provided update technological service for
customer satisfaction. Robi present technological service is not enough good for customer and
most of the customer’s have to forward another Telecom. Robi Optical Transport is backdated as
like as low quality optical service and Robi has not maintained international standard quality
technical equipment. Rabi has not enough good client service center, where a customer can get
quick service. When customer’s has to use telecom service then they expected standard quality
service behind their expanses. If customers would not get these types of satisfactory service from
Robi then next time customers would not use Robi product. Robi would try to improve this
facility just in time then it will tough for them but one way has to improve this problem like-
business process re-engineering/ Radical changes. This Radical change helps to improve over all
service in specific time. However, by using radical change Robi can redesign the overall
Technological advancement likes- IP Edge, IP Broadband Network, Microwave Network and
Optical Transport. When Robi customer will get this type of service from Robi then they will not
use another telecom service.

Why customers are forward for another hotel

Now a day’s people are searching and comparing every product or service and choose best one.
At present most of the customer has to forward another hotel due to lack of Ocean Paradise

10
service, because most of the hotel has to improve their customer service and add different types
of facility for customer satisfaction. Now Ocean Paradise competitors has provided quality full
rooms, extra service without extra cost, quality full conference center, security & privacy, no
noise etc. However by establishing this facility Ocean Paradise can keep up their existing
customer and attract potential customer. To develop this facility Ocean Paradise can rethinking
or redesigns their present service. This redesign method will help to develop a new plan and
facility to improve customer service like- core competitive conference center, update technology
privacy and security service, noise dividend machine, new food menu maintaining cultural
environment. When Ocean Paradise customer has to get this facility then customers will be
satisfy and in future they will no forward form Ocean Paradise.

Why Ocean Paradise cannot provide quick service

Ocean Paradise has not provided quick service to their customer. For this reason customer would
not like to stay in Ocean Paradise. Most of the customer has satisfied and motivated to stay in a
hotel base on service speediness. When Ocean Paradise would develop speed full service to their
customer then customer would not forward another hotel. To improve service speed, Ocean
Paradise has needed to develop staff’s motivation reword base on their daily work, develop
staff’s job training so that staff’s can normally handle customer needs, to develop customer
feedback center so that customer can share their positive and negative opinion and base on
customer feedback Ocean Paradise has to provide solid information so that every supplier can
provide actual material just in time, set up update technology like- update customer room service
telephone, update Wi-Fi service, update security material, online hotel booking etc. To develop
this facility Ocean Paradise can use continuous methods. By using continuous improvement
Ocean Paradise can take customer feedback and which helps to take appropriate decision to
change all service. This continuous improvement method would develop just in time changes and
develop speed full service for existing and potential customer.

Radical Changes Vs Continuous Improvement process

11
Business process re-engineering was first introduce late Michael Hammer’s in 1990 Harvard
business article (SearchCIO, 2015). In 1993 Hmmer & Champy explain that BPR/ radical
changes is the fundamental and redesign of business process to achieve dramatic improvement in
critical, contemporary of performance as like as cost, quality and speed (Slack,
Chambers,Johnston, 2010, p.544). However this process is a cross-functional consistent
sequence of activity that convert business inputs into business outputs like- supplier is input-
process is activity and customer is output. However a group of reasonably related that uses the
organization resources to provide customer oriented result in support of the organization
objectives (SearchCIO, 2015), and use technology to improve data dissemination and decision
making (Bain.com, 2015).

Benefits of the Radical changes

When and organization use BPR then customer satisfaction should improve and this process are
re-designed and employee’s deliver a high quality service the customer seek benefit. However
this process is due to reduction in time and cost associated with BPR as those processes that add
no value would have been eliminated (Robinson, 2015). Due to the way of BPR employee’s
sense of responsibility and accountability has been increased. On the other hand employee’s also
has to drive to deliver high quality service to its customer and at the same time important task are
performed at the highest standard (Robinson, 2015). However in 1993, as many as of Fortune
500 companies claimed that re-engineering had led directly to 22% growth in revenues by
rethinking that the customer is and by focusing on enhance activity that value to the customer
(Beyond Philosophy, 2009). By developing BPR earlier 1990’2 Taco Bell has gone from being
$500 million Company 1982 to a $3 billion (Entrepreneurial-insights.com, 2015). In 1991
Hallmark Company reduces 90% service waiting time within 8months (Entrepreneurial-
insights.com, 2015).

Disadvantages of Radical changes:

12
BPR no clear willingness to put existing process onto the chopping block and there is no change
of success and it is one time cutting exercise, whether cost reduction are often a handy by
product of the activity but not primary concern. However there is no success in gaining dedicated
long term community from management and the employees (Kfknowledgebank.kaplan.co.uk,
2015).

Continuous improvement/ Kaizen

Continuous improvement is a method for identifying opportunity for streamlining work and
reduces waste and that is focused on increasing the effectiveness and efficiency of an
organization to fulfill its policy and objectives (The Chartered Quality Institute, 2015). However
Kaizen is also known as continuous improvement. It is a long term approach to work that
systematically seeks to achieve small, incremental changes in process in order to improve
efficiency and quality. Kaizen can be applied to any kind of work but it is perhaps best known
for being use in lean manufacturing and lean programming for example- Toyota production
system (SearchManufacturingERP, 2015). It is not limited to quality initiative and implements
strategy, business consequence, customer, employees and supplier relationships can be subject to
continuous improvement (The Chartered Quality Institute, 2015). .

Benefits of Continuous improvement

Continuous improvement identifying exactly where area of business is going wrong and change
the process so that mistake do not occur and reduce waste of resources
(Businesscasestudies.co.uk, 2015). Less waste has to develop because inventory has user more
efficiently. Employee has to work as like a team, so employee has well in their job and employee
would like to stay in their job. Organization has to get competitive advantages due to lower
production cost and high quality service. On the other hand customer has satisfied to get quality
full product or service. However continuous improvement looking at process from a solution
perspective allows employees to solve problem continuously (Mindtools.com, 2015).

Disadvantages of continuous improvement

13
Most of the time training employees work on the continuous improvement that’s why it takes
time and money. On the other hand top to the time that’s already spent training new employees
perform their main job function. However continuous improvement can make seeking to
improve run the risk of the changing part of any business that are actually working well. All
negative feedback not only from employees and also customer is going to be accurate and truly
what best for the company (Pietroluongo, 2015).

Reason behind to choose Radical changes and continuous improvement and

methods implementation to improve Ocean Paradise customer services:

Robi can practice continuous improvement to indentifying current service, procedure and work
flow or project. Continuous improvement is a great way to identify Robi opportunity and
integrate improvement of day to day working position. However continuous improvement helps
to develop Robi culture, develop effective solution, to find out different opportunity most
unexpected places and creating formal environment that nurtures innovation and fosters a sense
of ownership and pride among individuals. By using continuous improvement Robi can be drive
their economy through improve customer satisfaction and higher profit. Continuous
improvement out to give Robi indication it’s time to get to work and need to improve customer
services so that Robi can get more revenue in a short time.

When Robi has to use BPR then creative technology would be applied and this entails the use of
technology in innovative ways helps the Robi achieve its goal. However it also can improve the
efficiency and enable reform the Robi process. It is important, when Robi undertaken BPR to
also incorporate change management into the overall picture and at the same time as BPR will
speak to the activity or process, change management will ensure that the customer involve are
also be able to adapt to new Robi customer service. However Robi naturally to fear the unknown
and to doubt if change will reap and any benefits. Finally Robi must be aware of this occupy
change management to reduce any conflict. Robi successfully implements BPR it will see a
transformation in many areas such as-cost and time, increase efficiency and effectiveness which
leads to overall customer satisfaction service.

Ocean Paradise customer service improvement project plan

14
Project plan is a formal document to guide to control and finishing of the project. On the other
hand project plan is a formal agreement between the project procurer and developer and it
document and ensure mutual project stakeholder approval while management and technical
teams with project tracking (Techopedia.com, 2015). When a project has to start then project
manager has to create a project plan so that manager can easily control and finish the project
within specific time and budget. However the main objective of the Ocean Paradise customer
service improving project is to provide better service to their existing and potential customer so
that customer would not forward from the Ocean Paradise. For this reason Ocean Paradise
manager has to develop a project plan to achieve project objective. Ocean Paradise manager also
has to consider about project stakeholder, cost, budget and timescales. To implement this project
Ocean Paradise manager should be use MS Project.

Project Draft Plan:

Project roles and responsibility:

15
Plan approval: Project plan approve is the first responsibility for the project manager. To approve
this plan manager also has to consider time.

Room decoration: In this stage manager has to go for decorating hotel room. For this reason
manager should contract to the decoration vendor. To complete this work manager should
consider money and time.

Room design development: In this stage manager has to contact to the Architecture to redesign
the room accommodation. This process also takes time and money.

Purchase room decoration equipment: After developing room design manager has to for purchase
decoration raw-materials and contact to the raw material supplier.

Ensure food quality: In this stage manager has to contact different food supplier so that manager
can get just in time s service. So manager should consider time and money.

Recruit cooking master: To make best food manager has to contact with the cooking master
that’s why manager should take time and money.

Recruit cleaner: Always cooking place and hotel room need to clean to provide hygienic
environment and food .So manager has needed to contact cleaner. This process also takes time
and money. Auditorium

New beverage & bar: To develop this service has to contact to the beverage & bar specialist. For
this reason manager should need to take time and money.

Manage security equipment: Manager has needed to purchase security equipment so that
customer can get 100% security service. For this reason manager has to contract to the security
equipment owner, that’s why manager should be concern about time and money.

Update technology: When manager would like to provide quick service then manager should
need to purchase update technology. For this reason manager should contact to the IT firm. To
complete this process manager also take time and money.

16
Equipment maintenance cost: Manager should be concern maintenance cost to controlling all
update technology and equipment. So manager also has to take time and money.

Develop customer support center: To develop custom support center manager needed to talk
employees who has enough knowledge to control support center. For this reason manager should
need time.

Employee’s job knowledge program: In this stage manager has to arrange program crash for
employee’s job training program. However manager has needed to rent auditorium center. So
manager should ensure building, money and money.

Develop recognition: To motivated employees and staff’s manager has needed to develop a
reward fund so that manger can provide reward to their employee’s and staff’s base on their
work performance. So manager has needed time and money.

Annual recognition program: Manager has needed to contact event management owner to
provide this service. To develop this process manager has needed time and money.

How Ocean Paradise would be benefited from this project:

17
Ocean Paradise can keep up their customer if they provide effective and quick service to their
customer. An effective & quick service not only keeps up Ocean Paradise customer but also
develop healthy environment. Whenever Ocean Paradise would have done this project on time
and budget then the customer walks away happy and a happy customer is one Ocean Paradise
would see again. This project also provides the tools that enable this customer, staff’s and
manager relationship. As it can say that customer service improvement project not only evaluates
by importance performance matrix but also implement by radical changes and continuous
improvement. After complete this project Ocean Paradise would able to provide high quality
food restaurant bar, minor operating department, food –bequest & conferencing, beverage
restaurant & bar, beverage, bequest & conferencing, other restaurant & bequest, security &
privacy, customer feedback, quick service, employee job knowledge and employee’s motivation.
By implementing fundamental project plan strategies Ocean Paradise will highly customer focus,
also reach desired goals and achieve those goals within specific time and cost perimeters (Small
Business - Chron.com, 2015)

Project Budget:

18
Task Time Cost in BDT Cost in USD
Approve plan 180 days 2,00,000 $ 2,500
Room decoration plan 60 days 2,00,000,000 $25,00,000
management
Room decoration design 25days 1,000,000 $12,500
develop
Design new Food item 30days 1,00,000,000 $ 1,250,000
Purchase food spicy 30 days 10,000,000 $125,000
Contact to the room cleaner 30days 50,000 $625
Develop conference 55days 1,000,000 $12,500
Manage security equipment 45 days 5,00,000 $6,250
Hire trainer 40days 4,00,000 $5,000
Develop new bar management 55days 7,000,000 $8750
Develop customer support 58days 1,00,000 $1250
center
Employee’s job knowledge 85 days 9,00,000 $11250
program
Innovation New Supply chain 105days 6,00,000 $7500
Other extra facility 60days 8,00,000 $10,000
Total= $3,953,125

19
Improvement Customer Service Project Risk Management

Risk management is the process which involved with identifying, analyzing and responding to
risk and it includes maximizing the result of positive risk and minimizing the consequence of
negative events (Pm4id.org, 2015). The innovative process includes brainstorming sessions
where the project team member ask to create a list of everything that could go for wrong and all
the idea are welcome at this stage with the evaluation of the ideas coming later. However all time
manager would not face negative impact risk as there are also positive impact risk too. After time
being risk has been identified then project manager should need to come up with a mitigation
plan any other situation to counter attack the risk (Tutorialspoint.com, 2015).

Project Risk identification:

Ocean Paradise manager could face many difficulties when it comes to identifying and naming
the risk that occur when undertaking customer service improvement project. The importance
thing of the project is to understand that risk pertaining to the project can only be controlled by
the project manager and other stakeholder. Customer service improvement project risks will be
controlled by relevant teams. The risks that often impact a project are sponsor risk, supplier risk,
resources risk, budget risk, timescale risk, technological risk. Customer service improvement
project can be failed due to lack of sponsor commitment, ownership, and political support for
example- Ocean Paradise management would not provide proper support. Supplier risk would
refer to risk that can occur in case the supplier is not meeting the timeline to supply the resources
and resource risk occurs when the human resource used in the project is not enough or not
skilled enough and project also can be failed due to lack of operation, resources and time
schedule. However customer service improvement project budget risk would refer to risks that
can occur if the cost more than what was budgeted. Project can be failed due to lack of use
wrong tools and immature technology for example- if manager should use old technology in this
project then may be project will be failed (Pm4id.org, 2015).

20
Project Risk evaluation:

Risk evaluation building on the identification of the each risk and it is analyzed to determine the
probability of occurring and the potential cost if it did occur. The probability and outcome are
both rated as high, medium and low. Base on probability and outcome risk migration plan has to
address that is depended high rating both factor (Pm4id.org, 2015).

Risk Probability Matrix

Sources: (Tutorialspoint.com, 2015)

21
 Improvement customer service project Quantitative risk through expected monetary value:

High Medium Low

High = Probability × Outcome Medium=Probability × Outcome Low = Probability × Outcome

= .75 × $4,000x = .50 × $4,000x = .25 × $4,000

= $3,000× $2 = $2,000 × $2 = $ 1000 × $3

= $ 6,000 = $ 4,000 = $3,000

Risk High Medium Low

Sponsor risk .25
Supplier risk .50
Budget risk .25
Timescale risk .50
Technological risk .75
Resources risk ,25

Source: (MAYLOR, 2010, p.224)

22
Improvement Customer Service Project through Qualitative Risk:

Risk High Medium Low

Sponsor risk

Supplier risk

Budget risk

Timescale risk

Technological risk

Resources risk

Source: (MAYLOR, 2010, p.223)

23
Risk response or Migration:

Risk avoidance: Ocean Paradise project manager can use proven or existing technologies rather
than new techniques and even though new techniques may be show promise of better
performance or lower cost. In this time Ocean Paradise manager can avoid this risk (Pm4id.org,
2015).

Risk sharing: Project manager can sharing his/her risk due to impact of political, legal and labor.
For this reason manager could do joint venture project with local company or political party
(Pm4id.org, 2015).

Risk reduction: Base on risk probability and impact project manager can reduce project risk. For
this reason manger should take some action to reduction risk (Pm4id.org, 2015)

Risk acceptance: Every risk impact is not same for the project. Some time manager can accept
those risks and take some action for behind the risk (Pm4id.org, 2015).

Risk transfer: Project manager can transfer project risk to the third party like- risk would be
transfer to the insurance company (Pm4id.org, 2015).

Managing and controlling risk:

Ocean Paradise customer service improvement project must be controlled by the project
manager. Project manager should be predicting reviews and event’s scheduled into the
mainstream project plan to address risk and manager reviews must be managed with enormous
discipline. Manager would not take any analysis session and manager should review the status of
risk mitigation strategies and assign actions as appropriate (Pm4id.org, 2015).

24
 Recommendation

Ocean Paradise has been surviving to provide Hotel & Resort service in Bangladesh, Cox’s
Bazar. Due to lack of customer service Ocean Paradise could not keep up their customer.
Although Ocean Paradise has many problem but from the literature review Ocean Paradise has to
isolate three core problems. However from this three problems Ocean Paradise select
improvement customer service through Project Viability Matrix. On the other hand importance
performance matrix suggests that, if Ocean Paradise solve or improve this problem then Ocean
Paradise will more benefit. Because customer service is the main sector to increase Ocean
Paradise market share and market growth. However to solve this problem Ocean Paradise
should use why analysis. This analysis would helps to find out why Ocean Paradise facing this
problem. After finding core problem Ocean Paradise should go for solution. To solve this
problem Ocean Paradise can use radical changes and continuous improvement methods. These
two methods is an effective way to improve rooms, quality food restaurant bar, minor operating
department, food –bequest & conferencing, beverage restaurant & bar, beverage, bequest &
conferencing, other restaurant & bequest, security & privacy and customer feedback. After solve
the problem Ocean Paradise would go for make a project plan. This project plan has to contain
project timescale, money and resources and an effective way to utilize project timescale, money
and resources. To develop this project plan Ocean Paradise could improve their overall service
and customer will be satisfied. Ocean Paradise also has to concern about project risk
management. If in future Ocean Paradise faces any problem in their project then they can easily
overcome every risk through risk management. Lastly it can say that by improving customer
service not only Ocean Paradise customer will be satisfied but also Ocean Paradise market share
and market growth will be increased and Ocean Paradise should create an effective brand image
in the hotel market.

25
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2015].

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  SearchManufacturingERP, (2015). What is kaizen (or continuous improvement)? -
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[Accessed 28 Feb. 2015].

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Appendix

Project plan

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