Tuesday, April 25, 2006

In search of excellence

Just back from a 6-day study in how to lose customers and infuriate people!

But the sad thing is, I am not sure there is an easy fix....its easy to criticise, but if you put yourself in those boots as say a CEO, hmmm.....tough challenges to solve totally...but that doesn't mean one should have a laissez faire attitude towards the current status quo.

I am talking about standards at the Barrier Reef island resorts....and the complexity of staffing them to the standard promised in the brochures, with the calibre of service that people expect of 4 and 5 star resorts and the prices charge by them...in comparison to say a stay at a 5 star resort in Bali or Thailand.

I think the inability to source local labour from a resident community lies at the heart of a lot of this. Transient staff, like backpackers and working holiday folks just dont put any heart or pride into the place, leave after 3 months and it starts all over again.

Hmmm.....I think one juicy practical business dilemma for the MBA class!

And then there's the logistics of catering to masses on an island and getting fresh food supplies. Last year, on Brampton, we witnessed the weekly food delivery debacle on a small landing strip where the pontoon was supposed to offload trucks straight on land. It became the afternoon entertainment...5 vehicles stuck on the soft beach sand in the end and it wasnt until the bulldozer was hauled in that things got moving. Needless to say, after all that time in the sun, the salad was pretty limp for the next week!

Solutions anyone?

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