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Casino Quality Management

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Casino Quality Management
Casino Quality Management

Introduction
The organization that I have chosen for my course project is Casino Arizona. Casino Arizona is one of the many owned and operated Native American casinos in America. Casino Arizona is located on The Salt River Pima-Maricopa Indian reservation (SRPMIC) east of Scottsdale in Arizona. Casino Arizona has two locations: Talking Stick Resort and Casino Arizona at McKellips. Both casinos are open 24 hours a day and open 7 days a week. The casinos contain over 1600 slot machines, 100 Blackjack tables, 47 poker tables, live Keno, numerous meeting rooms and restaurants. The Talking Stick resort also features a four diamond hotel and spa. Casino Arizona employs over 5,000 people. The casino takes pride in helping the community members of the SRPMIC with on the job training, healthcare and education.
Like many businesses in America the casino industry was greatly influenced by the major decline of the economy. At the time the industry was impacted the most Casino Arizona was in the middle of rebuilding Talking Stick Resort. The casino experienced a major decline in revenue and was forced to make major cut backs in order to proceed with construction. The SMPMIC board members voted not to cut any jobs but to reduce employee benefits and freeze hiring. Instead of reducing jobs all full time employees work hours were reduced to 36 hour work weeks. Casino Arizona cut cost to save money to for the Talking Stick Resort. The casino intended to pay for the construction in full.

Problem Statement Unfortunately in the process of cutting cost a lot of the quality of service was lost. Because of the employees benefits being cut there was a major decline in employee moral. In the casino industry the employees are the front line and represent the company to its customers. When the employees have low moral it is displayed to the customers. Not only did the casino cut back on the employee benefits but it also


Cited: Bisgaard, S. (2008). Quality Management and Juran 's Legacy. Quality Engineering, 390-401. Cacioppo, K. (2000). Measuring and Managing Customer Satisfaction. Retrieved 1 20, 2012, from Quality Digest: www.qualitydigest.com/sept00/html/satisfaction.html Lindsay, J. R. (2011). Managing for Quality and Preformance Exellence. South western Cengage Learning. Schemerhorn, H. O.-B. (2010). Organizational Behavior 11th Edition. In Organizational Behavior (p. 5). Danvers: John Wiley & Sons. Wilson, C. (2009). Train Your Customers. Casino Journal. Ziskind, M. (2009, October 19). Courting Customers. pp. 52-54. Johnson,Rick. (2007). Employee retention. Supply House Times, 50(9), 80-80. Retrieved from http://search.proquest.com/docview/220008080
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