Learning Objectives

After reading this chapter, you should be able to:

10.1   Describe why it is critical for organizations to fully plan their service delivery system.

10.2   Describe how organizations plan, design, analyze, and check the hospitality organization’s service delivery system.

10.3   Demonstrate how to design a delivery system using several methods, such as flow-charting, blueprinting, the universal service map, and PERT/CPM.

10.4   Explain how to use fishbone analysis, poka-yokes, and other methods to locate the source of problems and prevent their occurrence or reoccurrence.

10.5   Discuss how to use a cross-functional organizational design to deliver a service product.