Maury Redesigned the Reservation System for a Hotel

question 54

Multiple Choice

Maury redesigned the reservation system for a hotel.His proposal streamlined the process,and rationalized the prices for a variety of services.However,he failed to take into account the special favors that the bell captain received from some patrons.Without these favors,the bell captain no longer cared for the welfare of the guests.Business fell by 50 percent within six months since the majority of the guests were unhappy and avoided revisits.What mistake did Maury commit in the diagnosis phase of the intervention?

• A)He did not find out who benefited from the current situation.
• B)He did not write down what is known.
• C)He focused on improving rather than changing.
• D)He did not discuss the undiscussables.
• E)He redirected discussion away from current success stories.

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Definitions:

Service Firms

Businesses that primarily offer intangible products, such as services or expertise, to their customers.

Operations Management

The field of management focused on designing, controlling, and improving the production process and redesigning business operations in the production of goods or services.

Quantitative Methods

Analytical techniques that leverage statistics, mathematical modeling, and research to solve problems and make decisions.

Manufacturing Processes

These are the methods and techniques used for converting raw materials into finished goods.