Service quality and effective quality management are both concepts that can and improve company’s overall performance not only in the market, but also in front of the company’s competitors via the creation of competitive advantage. Understanding that and applying it at the real business sector is a prerequisite for any contemporary company. Within this framework, the present report outlines several problems being faced by Expedia Inc. It also examines whether Expedia has the right capabilities and competencies to improve the quality it offers to its consumers. One of the ways of coping with the issues in question is the implementation of techniques such as Kaizen and ISO that in turn enable the company to perform service recovery via small steps, performed every day.
Table of Contents
Executive summary
1.0 Introduction
2.0 Main body
2.1 Problems, being faced by Expedia Inc
2.2 How can Expedia deal with the situation? Assessment of whether Expedia has the right capabilities and competences to improve the quality.
2.3 Impact of Kaizen and ISO on Expedia
3.0 Conclusions
4.0 References list
- Quote paper
- Bachelor Silvia Stamenova (Author), 2017, Expedia’s capacities and competencies for improvement of its product and service quality, Munich, GRIN Verlag, https://www.hausarbeiten.de/document/427076