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To create customer loyalty
Secondly the ratio staff to guest is higher than the competition;1.5 compared to 1.3 in 20X6-yes it is true
inside the bracket together with the above there has been written “(actual in 20X7 is slightly higher due to a lower occupany rate than budgeted and the fact that staff numbers are fixed)”
How it is possible t0 support this idea inside bracket if staff ratio(1.53) to guest is higher with low occupany rate(82%) by comparing with the budget?if occupany rate is high the staff to guest should be high not low the more occupancy rate the more you serve i think this idea is not relevant to note inside the bracket which ddoes not reflect the relevant comparison.
occupancy rate in 20X7 actual =guest 1960/2400(1200*2 average room with double occupancy=82%
occupancy rate in 20×7 budget=2000/2400=83%
all available rooms In Hammock are 1200
and how do you we know that staff numbers are fixed if it is not mentioned in the text
In future you must say which exam the question is from – I cannot remember the name of every question that has ever been asked 🙂
If there are more quests and the same number of staff, then the ratio of staff to guests will be lower not higher.
The question says that all the non-management staff are employed in secure, long-term contracts. That suggest that the number of staff will remain fixed.
Again, remember that this question is not requiring you to check the figures. Just to make sensible comments on the information provided.
Dear tutor, I approached the balanced scorecard in this way how do you think my analysis compared to the examiner answer?
Internal business process
Goal
To improve administrative centre efficiency
Performance measures
1)% of claims made by customers are solved on time
2)% of customer requests that are solved with a single call and an email
3)set a maximum time limit to process administrative work and to monitor regularlyReasons(explanation)
(1,2) These performance measures will enable the resort company to assess whether that has resulted in number of customer complaints and whether that will lead to improving the quality of service being provided to customers
3)This performance measure will help the resort company whether that has improved a public image thereby attracting new customers as well as removing any internal problems
Innovation and learning
Goal
To innovate some facilites by offering different ways of existing service
Performance measure
1)A range of professional equioments offered by the competitor compared to Hammock
2)New items and articles on the menu
Reason (explanation)
1)This performance measure will assist Hammock to catch up with the competitor’s room comfort
2)THis performance measure will develop the satisfacton impression of customers everytime when seeing new items and articles on the menu
guests in 20X7-1960
operational of staff to customer=1.53 in 20X7so staff=1960*1.53=2998.8
since staff is 2998.8 in 20X7 actual result then divide it to 2000 guests in budget 2998.8/2000=1.50
so the more guests with fixed staff with low operational staff to customer
True, although you are analysing it much more than is required (and you are ignoring the fact that it is just an average in that some week there could be many more guests and some weeks many fewer guests) 🙂
Dear Tutor, when I read the examiner’s answer I learn new things when measuring the performance.It is good for me now to know about the question with inflation and including the ratio of operational staff to customer. it teaches me how to approach this kind of question.
Thank you very much.
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