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Cruise Quality

In: Business and Management

Submitted By skuma
Words 642
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1. Describe why quality is so important in the cruise industry.
La industria de los cruceros es un servicio ante todo, por lo que está enfocada directamente hacia el cliente y la satisfacción des sus expectativas y necesidades. Es por esta razón que la calidad es primordial en este sector, si la empresa no está a la altura de las exigencias o de lo que espera el cliente lo más probable es que no vuelva a viajar en un crucero o que elija otra compañía.
La calidad de servicio debe estar muy presente en todos los empleados de la compañía (sea cual sea el puesto que desempeñen) y en todo momento; desde el primer contacto con el cliente aun antes de subir al barco hasta el final de toda la experiencia.
Por otro lado esta industria se ha vuelto cada vez más competitiva y cada vez aparecen más compañías. Lo que puede diferenciar a estas compañías entre ellas es en primera instancia la instalación es decir la calidad del crucero (número de albercas, restaurantes, tamaño de los camarotes, etc…). Sin embargo asumiendo que todas estas compañías tienen barcos modernos bastante similares lo que realmente puede marcar una diferencia en el cliente es la calidad del servicio, sobretodo tratándose de un servicio de lujo orientado a la clase alta.

3. Describe how you think CII should measure quality. Be very specific in your recommendations. Describe external methods, other than guest surveys, that could be used to measure quality. Describe internal ways to measure quality at CII.
Como método interno para medir la calidad e identificar los problemas que se puedan tener se recomienda usar el círculo de Deming
Circulo de Deming: * Planear: Evaluar los procesos que se llevan a cabo en el crucero, recolectando datos y analizando problemas para poder desarrollar un plan de acción. En esta etapa se pueden usar las herramientas citadas a continuación* * Hacer: Implementar el plan como piloto * Estudiar: evaluar el cumplimiento del plan y los objetivos mediante la recolección de datos con las herramientas citadas a continuación* * Actuar: Implementar el plan en el proceso en caso de dar resultados positivos.

*Herramientas para la recolección y análisis de datos: * Índice de mano de obra: costo de calidad reflejado en horas/hombre, esto se debe implementar en todos los departamentos. * Índice de ventas: costo de calidad respecto al número de ventas. * Diagrama causa efecto: implementar este tipo de diagramas permitiría identificar y resolver problemas relacionados con la calidad. * Análisis de Pareto: implementar este tipo de análisis permitiría identificar el grado de importancia de cada elemento dentro de los problemas de calidad que presenta la empresa y las causas principales ya que el 80% de los problemas son causados por el 20% de las causas lo que permite una optimización del uso de recursos para resolver problemas de calidad. * Diagramas de control: implementar este tipo de diagramas permite llevar a cabo un control y monitorio estadístico del proceso. En este caso dado que se trata de un servicio el tipo de diagrama a usar sería más bien de atributos ya que la calidad es muy subjetiva. * Checklists: estos permiten que se logre un estándar de calidad al homogenizar los procesos.

Como método externo para medir la calidad e identificar los problemas que se puedan tener se recomienda establecer checklists a partir de los datos arrojados por la encuesta a los clientes, esto permitiría saber cuáles son las áreas que requieren atención inmediata. El hacer histogramas con los resultados de dichas encuestas también permitiría tener una apreciación visual y rápida de la frecuencia con la que ocurren los incidentes.
Finalmente también se podría contratar a una persona externa a la empresa que funja como inspector, pretendiendo ser un cliente normal. Esta persona estaría encargada de escribir un reporte acerca de su experiencia en el crucero y las fallas en el servicio.…...

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