This report is brought forward, explaining a normal operation process of the computer animation team of the Golf club Mediterranean of Mauritius island, also discovering some strategies plus some improvement way towards its organisational success. The report follows with an intensive analysis of the hotel profile, identifying the tactical process, displayed in today's process flow showing the functional romance of the issue. Key goals and purpose of the procedure have been revealed. Operational strategy is significant for the computer animation team, which really is a top-down process that reflects business strategy through its practical level, and since a bottom-up process that allows understanding and learning at a functional level to donate to proper thinking. The talk ends with some constant improvement which would take a relentless procedure emphasising on ongoing incremental change for the better.
1. 0 Introduction
Investopedia defines "Operational management" as the management of business performance to make the highest level of effectiveness possible in a organisation. This, in turn, relates to converting materials and labour into good and services as proficiently as possible to maximise the profit of your company. Operational improvement can deliver proper advantages to the company by lowering development cost, improving quality, and ensuring the right levels of product or services are made available to the customers at the right place and time. (Slack et al, 2015) has determined the aims of functional performance as quality, speed, dependability, overall flexibility, and cost. Each business interprets this concept in a different way in their own personalised way. It really is vital that company develops and support the operation resources that consolidate its functions and proper advantages in the market, taking into consideration that an procedure strategy may require changes and advancements in operational performance. This report is dependant on the beach get together, the operational procedure for Membership Med "la pointe aux cannonier" Mauritius island, its resources, and the improvement strategy around their organisational plan.
2. 0 Membership Med Company profile
Club Med is one of the market leaders in the travel and leisure and leisure industry. Today it possesses around 66 villages* and uses 12, 811 staff in the most attractive location on the globe. Team Med was regarded as the originator of all-inclusive prepaid vacation, because the mid-1990`s where they used to own around 100 villages. The Golf club Med concept was born in the 1950`s when Gerand Blitz, a Belgian sportsman, created a community camp where he invited about 100 of his friends to practise activities on the amazing island of Majorca. Out of this idea, the new style of vacation was born. (source clubmedplanet. com)
Club Med savored an extremely strong command position during many ages. Its brand image was so powerful that, it didn't really need to invest into advertising campaign because the product sold itself by word of mouth among patron and staff. However, Golf club med didn't see the danger coming as other all-inclusive hotel arrived on the market and copied its concept. The markets have become more competitive by a big variety of new hotels bring created, providing the same all- inclusive benefits and also many other luxury goodies. Cloning of what the building blocks company has done and it was required to faced competitive innovation, regrettably, it was a little too later to react. Golf club Med didn't understand the changing demand, and spent on incorrect marketing, which didn't correspond to the existing values ever again. Customers preferences evolved, people were less willing to pay a high price holiday for activities they don`t use, Club Med formula was not suitable anymore and its idea was quickly outdated.
Club Med income and market shares dropped as from the middle-1990`s, and prolonged to decline with poor economic environment, Membership Med was pressured to restructure and made a decision to reinvent a mass market technique to build volume to recapture the young individuals market and also replacing a few of its resort from 2-3 trident*, to provide a sense of luxury to maintain line using its competition.
3. 0 Company evaluation Issues
In today`s competitive environment, customers demand is completely different from what it was before. Nowadays customers demand is focused on, less expensive, better quality at a greater speed. Team Med has always emphasised on its computer animation and event which donate to enhance visitor's encounters. The computer animation is the procedure of encoding interpretive features or events that make the location to stand out with sensory activation and appealed atmosphere. As this division does not create any income and emphasis is on customer support, upsurge in operating expenses is unavoidable, such as amenities, equipment, and labour resources that consist about 90% of its function`s total bills (Sotiriadis, 2005). It has been observed that there is reluctance on behalf of Team Med to moderate animation function due to lack quantity of guest. Membership Med did not upgrade its communication techniques and still, uses a notice board to market its daily activities to its customers. There is also a insufficient skilled staffs in its computer animation department which limit ideas and resources for functional improvements. Team Med is shedding its customer participation and satisfaction because of its lack of communication, therefore taking a look at an identical competition with better entertainment and services.
4. 0 Current process of the Animation Team
Evening theme beach get together broken down process
Management happens to be adapting a discovery improvement method which includes been used for a long time rather than adapting a continuing strategy method. By understanding the demand of its customers, management should start applying a new principle process in terms of planning, and ideas. The above process lacks planning, communication, time management and ideas for improvement. Management aren't capitalising on this event to generate income and increase involvement of its visitor. The process implicates qualitative method of forecasting, managements are just relying upon their experience to estimate the cost of the event. A complete of 31 performed hours is allocated from planning to completion of the function, and at stage 7, restriction decision should be made just times before the event which creates time loss due to incorrect planning. To increase operation performance and accomplish slim synchronisation, management should eliminate all pointless part of the operation by loading down its operations by harnessing the contribution of most customers within the procedure and constantly seek improvements.
5. 0 Key improvement approaches for the computer animation team
Club Med operation managers should be able to step outside their comfort zone and see operational aims in the light of the company `s guiding its business strategy. To comprehend these issues, they ought to focus on quantity/ variety issues, process aims, process layout, process technology, and business process reengineering. The level/variety decision is a response to the necessity of the market, which is directly proportional to the primary targets of process management. also, a good design can help maximise operational performance and efficiency.
5. 1 Quality of service for customers
The customer expectations will be the basis of satisfaction. After exceptional service, they compare their targets with experience. The result can transform from satisfaction to dissatisfaction. The client anticipates the service expectations according with their expectations before attaining a decision, creating their own specific benchmark. The use of Club Med ongoing improvement process, for long-term goals, low priced and waiting for better result trying to make it happen, while disregarding the changing market demand, returning customers always complain of having the same computer animation situations, that they experienced before. Customers are actually considering other choices for their next holidays by looking at options that segment individuals with kids, children, parents with the introduction and period of stay, careful consideration to the balance distribution and rate of recurrence of activities. Focus on encouraging children's participation in computer animation event will also attract parents who wish to spend some time on their own while on holiday with everyone (Mikulic & Prebezac, 2011).
5. 2 Planning Efficiency
With satisfactory planning and concentrate on coordinating towards competitive strategies, this will create a benchmark for the control process. At a proper level, cost control helps decision-making, as it seeks to align the company cost composition with the real expenditure, as well as to measure the efficiency of the organisation (Anderson, 2006). Some essential plan decisions need to be reviewed, even though Membership Med adapts an all-inclusive idea where most entertainment activities can be found as part of their packages. A fresh strategy could be applied where the visitor is seeking extra services where extra charge can be employed. Appropriate training of staffs to appeal to customer`s participation and encourage upselling can also generate sales. Golf club Med should give attention to process technology, taking into consideration the cost/advantage trade-off exercise.
5. 3 Communication and advertisement of activities.
The entertainment services promotion is an essential requirement of an event success. As of this end, some techniques and methods that are used are animation desk at the lobby area, pleasant and info treatment with the computer animation team, information table describing all the actions and time and personal contact. Getting feedback from customers, non-animation staffs don't realize the current campaign or events occurring in the resort due to too little communication between departments. Personnel getting together with should be encouraged formally or informally. Despite the fact that the resort is providing enough entertainment, it seems to lack in communicating between personnel and customers. Further to this issue, the organisation should check out at affordable advertising platform, as well as how to increase customer` s contribution.
6. 0 Conclusion
From the above processes of Team Med Mauritius talked about, it is recommended that the hotel rather than being only a business design that is concentrating on the standard way of doing business, should emphasise more on the "Operating Model", which place the procedures of the organisation that best acts the business model in gratifying customers and generating revenue. There should be constant improvement regarding quality management and procedure improvements. As stated, management should also focus on the business process reengineering, seeking to redevise the procedure as a complete value-adding system focused on customer's needs and delivering competitive benefits on the marketplace. This is achieved by adopting the Six Sigma approach which is based on the amount of deviation of an activity from the mean. Request of this notion will bring tight control which induces the organisation to improve its procedures and task as part of their quality strategy, which in return will provide products, services, or processes with extremely high capacities and as an application to lower cost, save time and improve customer activities presented by the resort. Management should use exact forecasting techniques for their jobs, and prioritise on responsibilities that tend to be more important. My recommendation is by using network diagram showing how all the task are interrelated to truly have a clear view of the performance of the task, by estimating enough time and resources for the activities, identifying how the activities are related to the network research, then identify time constraints for work and resources, and last but not least consolidate the network and create agenda for time and resources. Controlling project performance is also very important, by comparing actual and prepared final results at every level, considering any unforeseen occurrences. Summing up, it's important for each and every and every business to understand the tactical and proper role and objectives of operational management, and also to understand the impact of procedure strategy on successful achievement of organisational goals and goals.
7. 0 Tips
7. 1 Generating Extra Sales during events
Club Med could make more income by building a dress code theme for its evening entertainment, e. g. red shirt, and white shorts, where friends, who wants to participate will feel a part of the entertainments. This increase sales for the Golf club Med boutique
Looking at the demographic of visitor staying at the resort, management could put into action a special beverage stand by the hotel bar during events, at extra demand. Special focus on demand from customer e. g. a healthy beverages options for small children and young families or special cocktail and premium alcoholic beverage for the parents.
Club Med, does not provide in-room service for food and beverages. During events, the meals and beverage team could implement a new idea of preparing a pick-nick container for a supplementary charge.
Hiring quality animation personnel for the computer animation department could make extra income by providing dancing lessons, Hayne tattoo and family portrait painting by the painter decorator.
7. 2 Upgrading communication techniques
Taking under consideration the theory of constraints, which emphasis on the bottleneck system which set the drum beat of the procedure flow, thereby taking into consideration the "Rope" which represent the need for communication to control the flow prior to the bottleneck. The out-dated communication techniques presently used, are not gathering enough statistics during events. Buying technology for e. g. chiseled screen TV screen and mobile programs will increase participation, where patron will be notified of the day to day activities on routine.
7. 3 New Reengineer Idea process
Taking under consideration the high quantity and low variety problem, management should choose the Gantt chart, which will help for arranging to large operation. One scarcity of this chart is it sometimes must be redrawn when there is a change to the schedule. There should be a line balance in the production range for a easy process. Accurate forecast and likely to evaluate the cost and variants of the new idea which is a one-off investment. By contrast, when demand is adjustable or unstable, resources must be modified as time passes, (Operational & Process Management 4th edition, p22) this will depend on the structure of the visitor at the hotel. While using the new process on a regular basis will create sales to the boutique and the F&B team, the new stream down process will become less expensive in terms of labour implication which includes been reduced from 31h to 14h from commence to completion of the function. On the other hand, if the change has not been successful, management could study from the "trial" are formalised prior to the PDCA cycle begins again.
8. 0 References
AIM learning materials & Online lecture notes
Anderson, C. K. , & Xie, X. (2010). Improving upon hospitality industry sales twenty-five many years of revenue management. Cornell hospitality, 51(1), 53-67.
Bowdin, G. , Allen, J. , O`Toole, W. , Harris, R. & McDonnell, I. (2011). Events management. 3rd Ed. Oxford: Elsevier Butterworth Heinemann.
Club Med la Pointe Aux Cannonier, Ile Maurice Journal shared August 2016
Club Med (2015). Corporate formal website: Http://www. Clubmed. com, looked at on March 02, 2017
Mikulic, J. , & Prebezac, D. (2011). Assessing hotel animation program at Mediterranean sun and sea holiday resort: An impact-asymmetry research. Tourism Management
Operational & Process Management 4th edition/Principles and practice for tactical Impact/Nigel Slack, Alistair Brandon-jones, Robert Johnston, Alan Betts
Sotiriadis, M. (2005). Financial management of hotel functions. Athens: Propobos
Slack, N 2015, Businesses Strategy, 4th Edition, Pearson (Intl). Available from: Bookshelf Online.
www. Investopedia. com/conditions/o/operations-management. asp, viewed on March 01, 2017
9. 0 Appendix
Tridents*-Club Med conditions for Ranking its vacation resort.
Villages*-Club Med terms to call its resorts.