Faculty of Business Studies
Question 1 (35 marks, 350 words)
Describe how you think the hotel’s management will make sure that the way it manages the hotel is appropriate to the way it competes for business.
How could the hotel management implement any changes in strategy? Support your answer with examples.
Question 2 (35 marks, 350 words)
The case study describes how quality, speed, dependability, flexibility and cost impact on the hotel’s external customers. Explain what each of these performance objectives means at Penang Mutiara Hotel, and then explain how the relationship between some of these objectives has internal benefits.
Question 3 (30 marks, 300 words)
The first step to ensure that products and services conform to specification is to define the quality characteristics (Operations Management, Slack, Chapter 17, Quality Management). Use the E-library resources to find and discuss the six quality characteristics of a service provided by a well-known private firm. In your answer, explain how quality characteristics for services are different than those of tangible products.
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