“Yield management guides the decision of how to assign undifferentiated units of capacity to accessible demand in such a way as to maximize profit or revenue.” Critically examine the impacts of yield management in a service organisation of your choice for competitive market.
(a) Critically describe any five of the Total Quality Management critical success factors, and describe how an organisation may introduce these critical success factors in its processes, drawing particular attention to any complexity they may face.
(b) Assume that you are the manager of a service organisation, measure the four costs associated with the quality of your operations and exemplify your answer with relevant exs.
“Customers experience the entire of the service delivery process and thus include waiting in their whole assessment of service quality. On the other hand, service providers frequently consider waiting as being external to their core business and to some extent out of their control and consequently as an area of reduced commitment.” Critically describe this statement. Demonstrate your discussion using a service organisation of your choice.