Rosenbluth International

Paper Summary:

This paper discusses Rosenbluth International, an international travel management company based in Philadelphia. The paper examines the process of quality management and quality assurance that the company has undertaken in order to remain competitive and to continue to keep a leading position by providing high quality service to its travel customers. The paper explains that the process has been introduced in stages and has achieved some momentum, first by developing a training program that taught the rudiments of quality assurance to all employees, and then set out to implement a board of quality advisors to act as facilitators for quality teams formed at each business unit. The paper explores the issue of how to keep the momentum going and to develop even more means of assuring quality and of promoting it throughout the organization, especially as the organization now wants to implement the program internationally to increase the international clientele.

From the Paper:

"The travel business has been changing in recent years, creating first anew business model for the field and then altering the traditional competitive environment. The advent of the Internet and the wide use of the personal computer and other computer systems opened the way for a new form of control for the hospitality and travel industries. In the 1990s, the computer constituted the technology with the greatest effect on travel and hospitality around the world. The travel business has been changing with the development and widespread use of advanced computer programs and with increased access to different computer networks. These changes have included the introduction of new services which travelers can access themselves without the need of agents. One of the reasons for this shift is the belief on the part of the consumer that he or she has been paying too much for travel and that there is some hidden expense in the use of a travel agent that can now be avoided. The customer may also desire to become master of his or her own fate to a much greater degree, using self-service machines and computers to shape individual travel plans. As this form of do-it-yourself-travel grew, the question emerged as to whether the mass of travelers really wanted this sort of system and wanted to do the job themselves rather than leaving it to a travel agent. This idea has been examined and has now been tested."

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