Ask Question, Ask an Expert

+1-415-315-9853

info@mywordsolution.com

Ask Management Theories Expert

Read the case carefully and then answer the problems which follow.

ROUGH SAILING

The Mauritian economy has undergone tremendous transformation since independence. During the colonial period, Mauritius had an agricultural-based economy. Sugar was the main export of the island, followed by tea. Independence brought with it a number of challenges, the most important one being to make the island self-sustaining. Unemployment was at its peak. Many saw only dark days ahead and prefer to migrate. The Export Processing Zone was set up in 1970. Incentives were offered in order to attract foreign investments. Things worsened in the late 1970’s, with two devaluations of the rupee in 1979. However with a change of government in 1982 and courageous measures taken, things improved. People started talking of the Mauritian miracle. There was full employment and foreign labour had to be imported from China and India in order to cater to the needs of the textile and construction industries. At this time the manufacturing sector was the main creator of jobs but not for long. The labour force was now more educated and the job of machine operator was no longer attractive. The answer was the Services sector. Several avenues were explored. These included financial services, tourism, freeport and information communications technology. The services sector is now the largest employer and the biggest contributor to the GDP. One sector which stands out is the tourism sector. For successive years it registered a double figure growth. Mauritius is now a popular destination with tourists and tour operators. The name ‘Mauritius’ is now regarded as a brand in the hospitality sector.

The tourism sector in Mauritius is dominated by few big players: Beachcomber group, Naiade group, Sun group, Constance group and of course international names like Sheraton, Hyatt, Apavoo. There are also some small players, who due to inadequate strategies often find themselves in rough waters. One of these is Levuka resort.

For long the South was neglected but remained an area of great scenic beauty. It was spared the savage development of the North, West and East. In September 2000 the MMM/MSM Coalition came to power. It soon set to work. The Cyber City was created   to give an impetus to the ICT sector. It then set about to develop the South the ailing sugar estates in the region saw this as an opportunity. Together with government’s help, the necessary infrastructure was provided. Several hotels sprung in the region. These include Movenpick, Shanti Ananda, Heritage, Le Telfair.

Raj Gopee was born and grew up in the South. In1070 he migrated to the UK. He often visited the island and in 2003 decided to set up a small resort on the family plot at Riambel. He saw the developments in the region as a blessing in disguise. For him the location of any business is crucial for its success. The 20 acres plot was the ideal location for a tourist resort.

He set about to materialise his dream. The necessary permits were obtained without many hassles. The design was affected by his Singaporean architect friend. Construction started in January 2004. No efforts were spared in creating the ideal physical evidence. Three months before the opening of Levuka Resort, the personnel were carefully chosen. Raj always felt that the people factor was the main differentiating factor in any service sector and it constitutes the principal source of competitive advantage.

The resort welcomed its first guests in December 2004. The quality of service was excellent. The rooms were marketed through a network of tour operators in Europe and it enjoyed full capacity during the peak period of 2004 and 2005. During 2006 with the opening of several hotels in the region, Levuka became an ideal poaching ground for personnel. Many left. It was not easy to get labour of the right quality in the region. People were recruited and trained on the job. The net consequence was a fall in the level of service quality. No mechanism to monitor customer satisfaction was in place.  Also customer complaints were on the increase and most of them remained unsolved. Many clients cancelled their reservation. The situation was getting out of control. In September 2006 Raj recruited a customer service manager in order to reverse the trend and remedy the situation.

problem1. From your knowledge of the Mauritian society and economy, discuss five other factors, besides the creation of jobs, which have contributed to the growth of the services sector in Mauritius.

problem2. ‘The success of any business depends to a large extent on its location.’ Discuss factors determining the location of a business like a tourist resort.

problem3. describe how People can be the most important differentiating factor in a service sector like the hospitality industry.

problem4. With reference to a tourist resort, describe the term physical evidence.

problem5. What is the function of the physical evidence?

problem6. Why is it important for an organization to monitor customer satisfaction?

problem7. Discuss a mechanism for obtaining a feedback from customers.

problem8. Why are complaints important to organizations?

problem9. Propose a mechanism for handling complaints for Levuka resort.

Management Theories, Management Studies

  • Category:- Management Theories
  • Reference No.:- M95383

Have any Question? 


Related Questions in Management Theories

Career management recommendationthe purpose of the career

Career Management Recommendation The purpose of the Career Management paper is to provide you the opportunity to apply career management theory to enhance an organization's effectiveness Imagine you are an HR associate.  ...

1 why is the traditional buy-hold-sell inventory model an

1. Why is the traditional buy-hold-sell inventory model an expensive and potentially risky one? 2. What is the role of a supply chain management (SCM) system? 3. How does SCM fit into Porter's three generic strategies?

Question 1 what are the seven major elements of a customer

Question 1: What are the seven major elements of a customer vignette? Question 2: How do you make sure that image files are the right size for your Dreamweaver web page templates, and what file format do they need to be ...

In this paper examine your organizations generic and

In this paper, examine your organization's generic and diversification strategies, its international moves, and its ethics, social responsibility, and environmental sustainability practices. Submit your work in your assi ...

To prepare for this assignment read this weeks required

To prepare for this assignment, read this week's required article by Firshein (1996). For your Final Project, you will compile the work you have completed throughout the course to develop a 10- to 15-page marketing plan ...

Identity the supply chain process of anti retro virus drugs

Identity the supply chain process of anti retro virus drugs by NACO of GOVT OF INDIA With its comparable to planning framework and enables with four different head 1.demand management 2.supply management 3. enablers 4. i ...

You have just been promoted from front-line supervisor to

You have just been promoted from front-line supervisor to be one of the firm's senior managers. During your business education, you learned that the primary role of a manager is to make good decisions. As a supervisor, y ...

Assignment research relevant articles and write a 2-page

Assignment: Research relevant articles and write a 2-page Reflection (single space, 12-point Times New Roman font) on "Trump and Supply Chains." To help you start, two articles and their links are provided below. Your sc ...

Topic 1 origins of management practices1explain what is

TOPIC 1: ORIGINS OF MANAGEMENT PRACTICES 1. Explain what is meant by ‘management'. In your answer discuss how the definitions or ‘management' have changed over time. 2. Explain the differences between effectiveness and e ...

Assignment inventory management systemsyour sister owns a

Assignment: Inventory Management Systems Your sister owns a small clothing store. During a conversation at a family dinner, she mentions her frustration with having to manually track and reorder high demand items. She wo ...

  • 4,153,160 Questions Asked
  • 13,132 Experts
  • 2,558,936 Questions Answered

Ask Experts for help!!

Looking for Assignment Help?

Start excelling in your Courses, Get help with Assignment

Write us your full requirement for evaluation and you will receive response within 20 minutes turnaround time.

Ask Now Help with Problems, Get a Best Answer

Section onea in an atwood machine suppose two objects of

SECTION ONE (a) In an Atwood Machine, suppose two objects of unequal mass are hung vertically over a frictionless

Part 1you work in hr for a company that operates a factory

Part 1: You work in HR for a company that operates a factory manufacturing fiberglass. There are several hundred empl

Details on advanced accounting paperthis paper is intended

DETAILS ON ADVANCED ACCOUNTING PAPER This paper is intended for students to apply the theoretical knowledge around ac

Create a provider database and related reports and queries

Create a provider database and related reports and queries to capture contact information for potential PC component pro

Describe what you learned about the impact of economic

Describe what you learned about the impact of economic, social, and demographic trends affecting the US labor environmen