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Essay / Research Paper Abstract
This 6 page paper considers a fictitious real estate company that is facing 3 problems, a shortfall in service standards, attempting to serve a target market that is too broad and potential cash flow problems due to growth. The paper looks at how to identify analyse and solve the problems. The bibliography cites 5 sources.
Page Count:
6 pages (~225 words per page)
File: TS14_TETICprob.rtf
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Unformatted sample text from the term paper:
being realised and then intervene in order to rectify the problem and turn the company around in order to meet the desired goals. The problems may be major issues that
a key factors in the success of the company, or smaller issues that will merely help increase profit to meet the desired levels. TIC Real Estate Developers in Georgia
have a strategy to be the market leaders in a short period of time with a competitive advantage based in differentiation of service and high tech offices. In this company
we will assume there are three problem areas that require inter version, like any scenario they are unlikely to be seen in isolation as most business factors will have interactions.
First Problem The first noticed symptom has been many clients going to look at the offices; the feedback regarding the offices is good, the prices appear to fit in with
the market rates for the same quality properties, but there are few contracts being signed. Observation of the staff with the potential clients appears to indicate a professional approach
but there is something wrong with so few contracts being completed, leaving many properties empty which creates liabilities. The issue here is in the service, and identifying what is wrong
to develop an intervention strategy. A tool that has been developed to look at service levels is that of SERVQUAL (Buttle, 1996).
This is a model that was developed by Parasuraman, Zeithaml and Berry in 1985 (Buttle, 1996, Parasuraman et al, 1986). The tool is designed to manage and measure service quality
by looking at the product/service from the perspective of the customer. This is a tool that helps assess the differences between the expectations and perceptions of the customers, and the
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