Strategic Quality Management And Customer Satisfaction: Baderman Island Resorts

1233 words - 5 pages

AbstractIdentifies how quality is linked with strategic plan and strategic objectives then provides analysis of process improvement plan to Baderman Island Resorts. Provides examples of tools and techniques used to measure quality and customer satisfaction and who has ultimate responsibility of quality assurance. Providing the extent to which Baderman Island Resorts process improvement plan is related to the strategic plan.Strategic Quality Management and Customer Satisfaction of Baderman Island ResortsBaderman Island has already become one of the premier retreats for many vacationers. Nonetheless, the Baderman Island's Management Group doesn't want to stop there. The strategic plan for developing the remaining 800 acres of the island is well on its way as many of the projects have already broken the ground. In their strategic plan, the management has considered guests of all "shapes and sizes".As a challenge to golfers that are bored with the traditional golf range, a new 18-hole golf course has been approved to be built adjacent to already existing golf course, which will take up approximately 75 acres.Considering the need for preserving natural beauty of the island additional 150 acres are going to be added to already existing 225 acres of preserved wilderness. To accommodate tourist that enjoy mountain biking, hiking as well as tourists in the wheelchairs the trails within the park will be widened and improved.For those that like to treat themselves to ultimate relaxation, the new Baderman Island Oasis Spa will be just the thing. With the 50% addition to current facilities the guests will not be faced with availability issues when they are in the mood for a treat.Future developments, such as additional 50-acre recreation area, additional 300 acres dedicated to expansion of hotels and convention center, are part of the strategic plan that will attract not only vacationers but also business community.Quality is extremely important when it comes to tourist industry. It is no secret that people will visit places that they heard good things about from their friends and family. However, in the most recent years as the tourist industry moved to the Internet, it became very important to be highly recommended by reputable rating organizations.While Strategic planning is a set of process that are for the benefit of the organization, quality focuses on the customer satisfaction. Baderman Island would most likely use a Service-Quality (SERVQUAL) type of evaluation process that would bridge the strategic planning with a high quality outcome. Baderman Island management (BIM) needs to consider several issues:Travelers have expectations based on the word of mouth communication, internet, personal needs, and past experience, which needs to be bridged with correct management perceptions of customer expectations.At the same time employees perception of customer expectations must match that of the management which can only be achieved by proper...

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