This report points out and discusses the ongoing problems being currently experienced by Expedia Inc - a company leader in the provision of online travel bookings. In order to test these aspects, a small research on the customers' reviews on the website of Tripadvisor.co.uk was made. In line with the findings and the opinions of the customers of Expedia Inc, the extent to which the company has the necessary capabilities and competencies to improve the quality of the services it offers was also examined. This report likewise highlights the impact that two of the most famous quality management techniques of Kaizen and ISO 9000 will have on the company. Their advantages and disadvantages in regard to the particular situation were discussed at the end.
Table of Contents
I. Expedia's currently experienced problems
II. The extent to which Expedia has the right capabilities and competences to improve the quality
III. Impact that the techniques of Kaizen and ISO could have on Expedia in terms of effective quality management
Research Objectives and Themes
This report investigates the operational challenges faced by the online travel agency Expedia Inc. and evaluates the company's internal capacity to address service quality issues, specifically examining the potential strategic application of Kaizen and ISO 9000 quality management methodologies.
- Analysis of service quality gaps based on customer feedback and reviews.
- Assessment of current organizational capabilities and competences regarding customer service.
- Evaluation of the Kaizen technique for continuous improvement and process standardization.
- Examination of ISO 9000 certification benefits and limitations in the hospitality sector.
Excerpt from the Publication
I. Expedia's currently experienced problems
As stated by Maillard (2013) quality is always a means of value-creation in any economic exchange. In fact, most of the examples related to poor quality in the tourism sector are connected with lack of adequate travel information and deteriorating quality of facilities and services.Talking about it companies need to be able to transform, quickly and constantly. In the regard of quality of the service provided and based on the customer's reviews on the web site of Tripadvisor.co.uk, Expedia in its capacity of a tourism services provider experiences the following problems:
1. Poor quality of the service and deteriorating standards;
2. Lack of trained staff able to solve customers' problems on time;
3.Lack of recent innovations, enabling the smooth provision of services to the consumers;
Talking about the poor service, provided by the company in most of the cases regarded it is concerned with the lack of empathy and ability to respond to customer's needs in an adequate and accurate manner. Theory of Johnson et all (2012) focuses on the idea that the service operations management incorporates providing services, as well as value, to customers or users, ensuring they get the right experiences and the aspired outcome. According to Blackmon et all (2013) quality has emerged as a major strategic factor due to the increased competition in a global scale, that in turn has given enormous amounts of choice and power to consumers. Going back to the fact that the customers of Expedia receive poor service and experience deteriorating standards suggests that the company lacks empathy and ability to respond in the appropriate manner to the customers’ needs and expectations.
Summary of Chapters
I. Expedia's currently experienced problems: This chapter identifies the core service failures at Expedia, focusing on poor quality standards, staff inadequacy, and a lack of innovation in customer support.
II. The extent to which Expedia has the right capabilities and competences to improve the quality: This section assesses whether the company possesses the financial and strategic resources necessary to bridge the identified quality gaps through better market research and staff development.
III. Impact that the techniques of Kaizen and ISO could have on Expedia in terms of effective quality management: This chapter explores how implementing Kaizen for continuous process improvement and ISO 9000 for operational certification could resolve underlying management issues and enhance customer satisfaction.
Keywords
Expedia, Quality Management, Kaizen, ISO 9000, Service Quality, Customer Satisfaction, Tourism Industry, Operations Management, Process Improvement, Continuous Improvement, Strategic Investment, Human Factor, Online Travel Booking, Quality Standards, Organizational Capability
Frequently Asked Questions
What is the primary focus of this report?
This report analyzes the service quality issues at Expedia Inc. and proposes potential management solutions to improve their operational efficiency and customer experience.
Which quality management techniques are evaluated in the study?
The study specifically evaluates the impact and applicability of the Kaizen technique for continuous improvement and the implementation of ISO 9000 quality standards.
What research method did the author use to identify these problems?
The author conducted a qualitative analysis of customer reviews sourced from Tripadvisor.co.uk to pinpoint recurring complaints and service failures.
What is the central research question?
The research seeks to determine the extent to which Expedia possesses the necessary capabilities and competences to improve its service quality and whether specific quality management methodologies can facilitate this change.
What does the main body address regarding Expedia's staff?
The main body highlights a critical lack of trained personnel capable of addressing customer issues effectively, emphasizing the need for better support and problem-solving training.
Which primary factors are identified as affecting customer satisfaction?
The report cites the lack of empathy, poor professionalism, slow service speed, and the lack of innovation as the key factors driving customer dissatisfaction.
Why is the Kaizen technique considered beneficial for Expedia?
Kaizen is highlighted for its ability to provide an objective, unprejudiced view of existing problems, helping to identify root causes and simplify work routines for employees.
What role does the company’s financial status play in the recommendations?
The report argues that because Expedia maintains significant financial resources and cash flow, it is well-positioned to make the necessary strategic investments in innovation and staff training to resolve its service issues.
- Citation du texte
- Kostadin Ruychev (Auteur), 2017, Expedia Inc. Ongoing problems, necessary capabilities and competences to improve the quality of the services it offers and impact of Kaizen and ISO 9000, Munich, GRIN Verlag, https://www.grin.com/document/438759
