James harrington and abc travel services

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Reference no: EM132945452

Case Study - H. James Harrington and ABC Travel Services

1. Summarize the service failures associated with this experience. Be specific

2. Who are the main stakeholders involved in this experience? Name at least 5, and explain their level of involvement

3. Apply the EFQM Excellence Model to this example.

a. For each criterion of the model, explain what ABC Travel Services is doing wrong?

b. For each criterion of the model, make a recommendation on how ABC Travel Services could improve

4. Suggest two other methods that ABC Travel Services could implement to improve their service. Be specific and explain in detail how the proposed methods can be used and how then can improve the delivery

Reference no: EM132945452

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