Tag Archives: service failure and recovery

No brainer – customer service starts with the CEO

I love this Forbes story about Geoff Ballotti, CEO of Wyndham Hotels.  First, it emphasises something that is at the core of successful operations management – aligning the organisational culture with the strategic goals of the firm – and the … Continue reading

Posted in Chap 08 Queuing and customers, Chap 09 Quality, Sector: Hospitality & Tourism | Tagged , | Leave a comment