student
How can HRM ensure high service quality in the Wedding palace?
Research Questions:
1) Identify problems in the Wedding Palace. Describe shortly the problems occurring in the service and in HRM.
The main problems occurring at the Wedding Palace company are concerning service quality as well as human resource management. Most of the time, these problems in service quality and HRM are directly related with each other, which will become clear in the following paragraph.
One main problem being discussed in case 5 is that the employees are not satisfied. An example of this is chef Orqoen Mohamud who complains about not being able to provide his guests with high quality food since he depends on what the food provider delivers. Henk van Droge claims that the company has to economize and therefore purchases food from a cheap provider. Thus, Mohamud is not satisfied and cannot do his work in a good way. This dissatisfaction and loss in quality can be noticed by the clients. In general it can be said that low employee satisfaction will lead to low customer satisfaction. This process is described in the cycle of failure. Therefore, it is essential for a company to invest in the employees, to offer them trainings and communicating with them in order to finally have satisfied customers. By doing so, the company will move to the cycle of success.
Another example of a dissatisfied employee is Karel Wezinger, the assistant wedding planer. He is dissatisfied since he has no clear job description and only gets the tasks that Martine van Deil, the wedding planner, leaves him. He also complains about the poor communication which is going on in the company. This problem leads on the one hand to poor service since Karel cannot answer customer questions, but on the other hand it is also a HRM problem. The company has no clear job descriptions. Thus, the employees do not know their tasks and responsibilities, which again leaves to employee dissatisfaction, resulting in low customer
Research Questions:
1) Identify problems in the Wedding Palace. Describe shortly the problems occurring in the service and in HRM.
The main problems occurring at the Wedding Palace company are concerning service quality as well as human resource management. Most of the time, these problems in service quality and HRM are directly related with each other, which will become clear in the following paragraph.
One main problem being discussed in case 5 is that the employees are not satisfied. An example of this is chef Orqoen Mohamud who complains about not being able to provide his guests with high quality food since he depends on what the food provider delivers. Henk van Droge claims that the company has to economize and therefore purchases food from a cheap provider. Thus, Mohamud is not satisfied and cannot do his work in a good way. This dissatisfaction and loss in quality can be noticed by the clients. In general it can be said that low employee satisfaction will lead to low customer satisfaction. This process is described in the cycle of failure. Therefore, it is essential for a company to invest in the employees, to offer them trainings and communicating with them in order to finally have satisfied customers. By doing so, the company will move to the cycle of success.
Another example of a dissatisfied employee is Karel Wezinger, the assistant wedding planer. He is dissatisfied since he has no clear job description and only gets the tasks that Martine van Deil, the wedding planner, leaves him. He also complains about the poor communication which is going on in the company. This problem leads on the one hand to poor service since Karel cannot answer customer questions, but on the other hand it is also a HRM problem. The company has no clear job descriptions. Thus, the employees do not know their tasks and responsibilities, which again leaves to employee dissatisfaction, resulting in low customer