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Essay / Research Paper Abstract
This 3-page paper is an overview of quality initiatives for Rosenbluth, a travel agency based in the United States. The paper discusses how the company can continue its quality service initiatives.
Page Count:
3 pages (~225 words per page)
File: D0_MTrosqua.rtf
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Unformatted sample text from the term paper:
International, an international travel management company located in Philadelphia. When Rosenbluth, which had been in existence since the late 19th century, learned that its national client, Motorola, had been honored
with the prestigious Malcolm Baldridge Award for Quality, it was encouraged to follow in Motorolas footsteps to try to bring quality to its service enterprise.
While it is somewhat more straightforward to analyze and improve quality techniques in manufacturing (as the manufacture of goods is more tangible), bringing quality to a service
industry, especially one that is intangible such as travel, can be more complicated. Yet quality and customer service -- especially the "service" part -- is essential in this particular industry,
as it is so highly competitive and volatile. In the wake of deregulation, travel agents were required to not only become experts in a bewildering array of travel routes and
options, but were also required to become experts in travel expense management as well. Rosenbluth, with the prime share of its business
being corporate, made a huge investment in information technology to help manage both the volume and complexity of the information it had to sort through to help the customers. The
IT systems meant that Rosenbluth enjoyed huge expertise in the industry -- and could develop systems on request that could be tailored to individual company needs.
Just as important as the IT systems is Rosenbluths development of its "people culture," in which people were placed first. The idea behind this was that
if employees were treated well, high quality service would follow. Incentives were also delivered as well -- employees, for example, received bonuses based on their attainment of 100 percent accuracy
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