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.
Inhaltsverzeichnis (Table of Contents)
- Executive Summary
- Introduction
- Main body
- Task one
- I. Expedia's currently experienced problems
- Task two
- II. The extent to which Expedia has the right capabilities and competences to improve the quality
- Task three
- III. Impact that the techniques of Kaizen and ISO could have on Expedia in terms of effective quality management
- Task one
Zielsetzung und Themenschwerpunkte (Objectives and Key Themes)
This report aims to analyze the ongoing problems faced by Expedia Inc., a leading provider of online travel bookings, based on customer reviews. It investigates whether the company possesses the capabilities and competences to enhance the quality of its services. The report also explores the potential impact of two renowned quality management techniques, Kaizen and ISO 9000, on Expedia's operations.
- Problems experienced by Expedia Inc.
- Expedia's capabilities and competences to improve service quality.
- Impact of Kaizen on Expedia's quality management.
- Impact of ISO 9000 on Expedia's quality management.
- Customer satisfaction and service quality in the tourism industry.
Zusammenfassung der Kapitel (Chapter Summaries)
- Executive Summary: This section provides a brief overview of the report's findings, focusing on Expedia Inc.'s ongoing challenges, its capacity for improvement, and the potential impact of Kaizen and ISO 9000.
- Introduction: This chapter defines quality and its relevance in the tourism sector, highlighting the importance of customer satisfaction and expectations. It also introduces Expedia Inc. as a growing company facing customer dissatisfaction.
- Task One: This chapter delves into Expedia Inc.'s current problems based on customer reviews. It examines the issues of poor service quality, lack of trained staff, and lack of recent innovations.
- Task Two: This chapter analyzes Expedia Inc.'s capabilities and competences to improve its service quality. It explores the company's financial resources, market research needs, and potential for staff improvement.
Schlüsselwörter (Keywords)
This report examines key concepts in quality management, customer satisfaction, and service improvement within the context of the online travel industry. It focuses on topics such as Expedia Inc.'s current challenges, its capabilities for quality enhancement, and the potential benefits of implementing Kaizen and ISO 9000 techniques.
- 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
