Case Study 3 Mumbai`s Models of Service Excellence

CaseStudy 3 Mumbai`s Models of Service Excellence


CaseStudy 3 Mumbai`s Models of Service Excellence

Consumersusually increase in numbers with each having a desire for personalservice. Similarly, hotels and organisations see tremendous changeswith an opportunity and vision in the profession. It is uncommon formanagers in the corporate world to stick to such pillars that aid inefficiency. Most if not all stick by them but a small number of themaddress each pillar that ensures efficiency and effectiveness. A fewof the managers recognize their responsibility of nurturing theirorganisations as communities not only because of the care ofemployees but because such actions will maximise the creativity andproductivity thereby reducing risks. Managers should think ofthemselves as architects who provide proficient systems that provideemployees with proper working grounds rather than seeing themselvesas merely supervisors or leaders.

TheDabawalla in India is an individual who carries and delivers freshlymade food. Such individuals are well known to their customers hence,there is trust between them. They communicate by putting messageinside boxes however, the recent technology has improvedtelecommunications. The Dabbawalla industry is well known for itsreliability based on the pillars of management, culture, process andorganization, as compared to most managers today. These pillarsexemplify flexibility and simplicity. The Dabbawallas’ managethemselves keeping in mind the virtues of customer acquisition,resolving conflicts and retention. This enables them to workefficiently thus providing high quality service at low costs. TheDabbawallas are therefore entrepreneurs with an ability ofnegotiating prices with their customers (Thomke, 2014).


Organisationsshould set specifications in order to fulfil the needs of customersas well as to improve service delivery. The hotel needs appropriatepromotion and advertising for the services offered in externalcommunication to match the services that the organisation delivers.Promotion and advertisement improve the perceptions and expectationsof the service delivered.

Qualityand customer satisfaction

Servicequality is crucial for the customers and service providers as well.Most organisations have become aware of importance in maintainingquality in competitive advantage. Quality of a hotel is its owneffective service as well as efficient staff and managementtechniques.

Thehospitality industry marketing manager is responsible for maximizingthe revenues of the hotel through development of programs that aid inincreasing profits and well facilitation of leisure, accommodationand meeting facilities. They should maintain awareness of theinfluencing factors of the hotel industry thus gaining anunderstanding of the needs of consumers. The manager is responsiblefor coordinating promotional and marketing activities and workclosely with their staff to ensure customer satisfaction. The supplychain must therefore involve stages that fulfil customer requestseither directly or indirectly.


Thomke,S. (2014). HarvardBusiness Review | 2 October 2014, from