Reference no: EM133040477

Part 1

Olivia and her manager are concerned about complaints relating to hot plated food being cold by the time they are served to customers attending events in outdoor marquees. They feel this is a serious quality issue and want to address it quickly. Olivia has been asked to research methods of improving service standards. Areas that could be addressed are menu items, service procedures, equipment or technology, or any other innovation that resolves this issue.

The events director has set Olivia a goal: to reduce customer complaints relating to the issue by 50% and increase overall customer satisfaction rates by 5% within the next six months.

Question

1.Use the internet or other research techniques to investigate options for resolving this quality issue

2. What support or coaching do individuals and teams need to implement your recommendation successfully?

Part 2

The company would like to build on this success and grow the business, increasing sales by 20% by the end of the next financial year. They have a website that was built three years ago and a Facebook page. They exhibit at bridal, wedding and some industry expos to promote their business and gain new contacts and clients. They place advertisements in a number of bridal and business magazines several times a year.

1. What current or emerging industry trends can Boutique Events incorporate into their current operation to help them achieve their business goals? Describe at least two methods, and discuss how they help the business achieve their goals.

2. What customer service or quality standards are enhanced by each of these methods?

3. How do you test your ideas with your team? Describe what techniques you can use to ensure a positive and collaborative environment.

4. How does your suggestions affect staffing needs? Outline the impact of your suggestions on current staffing levels, if new positions within the organisation will be created as a result, or if new responsibilities must be allocated to existing staff members

5. If new responsibilities are allocated to Olivia, how will these changes affect her workload? Base your response on Olivia's duties listed in the case study information in Task 1.