Theory of Constraints Thinking-Process Tools Facilitate Goal Achievement for Hotel Management: A Case Study of Improving Customer Satisfaction

2012 ◽  
Vol 21 (5) ◽  
pp. 541-568 ◽  
Author(s):  
Ilhan Dalci ◽  
Levent Kosan
2007 ◽  
Vol 06 (02) ◽  
pp. 145-157 ◽  
Author(s):  
SIMON WU ◽  
SAMUEL WANG ◽  
MAURICIO F. BLOS ◽  
H. M. WEE

Purpose — The aim of this paper is to provide answers to two significant questions. The first question is "what is the comprehensive action for the Big 3 to overtake Toyota Company?" The second question is "Can TOC (Theory of Constraints) really deal with this kind of complicated problem effectively?" Design/methodology/approach — In order to address this question and come out with a reasonable answer, this study uses the Theory of Constraints to discover the root causes and countermeasures for the Big 3 to break through their paradigms. Findings — It is worthwhile to highlight that we have demonstrated that a sophisticated case in global competition of the motor market can provide solutions with only four TOC logic trees. Furthermore, it is interesting to note that the four TOC logic trees fit perfectly well with each of the four problem solving steps in two aspects: (1) It provides a shortcut through mirror imaging process and (2) It enhances the clarity of the thinking process. Research limitations/implications — However, there remains some issues open for further exploration: (1) How can we make sure that the appropriate core problem(s) or root cause(s) has been identified in CRT (Current Reality Tree) and it is indeed the most meaningful one? (2) How can we proceed from CRT to FRT (Future Reality Tree) & further from FRT to PT (Prerequisites Tree) more effectively? (3) How can we discover key obstacles from PT and how to develop action plans from TT (Transition Tree) smoothly? (4) How to refine and integrate these feasible solution sets coming out from TT into the optimal solution scheme to be adapted in the real world? Originality/value — This study demonstrates how TOC problem solving can help to solve the core problems and root causes of "can the Big 3 overtake Toyota?" It not only gives managerial insights for the Big 3 to break through their paradigms to fight back Toyota; but also identify how a complex problem beyond production field can be analyzed and dealt with effectively. Paper type–Case study paper.


Afrika Focus ◽  
2018 ◽  
Vol 31 (1) ◽  
Author(s):  
Nicholaus B. Tutuba ◽  
Wim Vanhaverbeke

Beekeeping is a long established economic activity in Tanzania. It contributes to the national economy by generating some US$ 19 million per annum and employing more than two million people. Beekeeping produces food and medicines, makes a significant contribution to bio-diversity, and encourages agricultural production through pollination. Moreover, more than 50% of Tanzania is covered by forests suitable for beekeeping. This potential is not fully exploited, and the sector is non-commercial. This study analyses the causes of the inability of rural Tanzanian beekeepers to establish commercially viable businesses. Using the case study research design, this qualitative study was conducted in the Mvomero district. Triangulation sampling techniques were used to select different beekeeping actors. Data was collected through interviews, focus group discussions, and observation. The descriptive analysis and ‘current tree reality’ of thinking process techniques were used to identify constraints that limit beekeepers from commercial- ising the sector. The challenges that are repeatedly cited as the main hindrances to the growth and development of beekeeping include over-reliance on traditional hives and honey production methods, low volumes, poor quality honey, limited access to finance, and insufficient fodder. We conclude that insufficient beekeeping expertise (knowledge and skills) and management are the two critical underlying factors that have led to the current situation. Since this study was limited to answering the first question of the theory of constraints approach, a further study is suggested to answer the remaining two questions. Moreover, a study to assess obstacles that hinder the adop- tion of top bar hives in the area is vitally important. Key words: beekeeping, commercial beekeeping, theory of constraints, beekeeping constraints, Tanzania


Afrika Focus ◽  
2018 ◽  
Vol 31 (1) ◽  
pp. 213-239
Author(s):  
Nicholaus B. Tutuba ◽  
Wim Vanhaverbeke

Beekeeping is a long established economic activity in Tanzania. It contributes to the national economy by generating some US$ 19 million per annum and employing more than two million people. Beekeeping produces food and medicines, makes a significant contribution to bio-diversity, and encourages agricultural production through pollination. Moreover, more than 50% of Tanzania is covered by forests suitable for beekeeping. This potential is not fully exploited, and the sector is non-commercial. This study analyses the causes of the inability of rural Tanzanian beekeepers to establish commercially viable businesses. Using the case study research design, this qualitative study was conducted in the Mvomero district. Triangulation sampling techniques were used to select different beekeeping actors. Data was collected through interviews, focus group discussions, and observation. The descriptive analysis and ‘current tree reality’ of thinking process techniques were used to identify constraints that limit beekeepers from commercialising the sector. The challenges that are repeatedly cited as the main hindrances to the growth and development of beekeeping include over-reliance on traditional hives and honey production methods, low volumes, poor quality honey, limited access to finance, and insufficient fodder. We conclude that insufficient beekeeping expertise (knowledge and skills) and management are the two critical underlying factors that have led to the current situation. Since this study was limited to answering the first question of the theory of constraints approach, a further study is suggested to answer the remaining two questions. Moreover, a study to assess obstacles that hinder the adoption of top bar hives in the area is vitally important.


2017 ◽  
Vol 19 (2) ◽  
pp. 213-224 ◽  
Author(s):  
Ahmed E Baiomy ◽  
Eleri Jones ◽  
Mark M H Goode

This study proposed a model of the influence of menu attributes on customer satisfaction. Customer satisfaction studies in restaurants have not emphasized menu attributes, despite menus being critically important restaurant products. To date no study has investigated the relationship between menu attributes and customer satisfaction. Multiple regression analysis of the data indicated that menu design, menu item descriptions, and menu variety were significant predictors of customer satisfaction. The study’s findings will be beneficial for educators, students in hotel management programs and practitioners to better understand the complex association between menu attributes and customer satisfaction.


2020 ◽  
Vol 5 (2) ◽  
pp. 43-52
Author(s):  
Chaerul Fahmi Yusuf ◽  
Nur Mawati Mambuhu

The existence of hotels in Luwuk as part of the development of tourism is expected to continue were able to make improvements in order to meet customer satisfaction. Competition is carried out for hotels is also a travel promotion for the region Banggai as part of improving the economy. The ability of the company or hotel to deserve their services for customer satisfaction with the services provided by the hotel management is essential for the realization of the purpose of moving company on the basis of this profit. The purpose of this study was to determine the marketing mix to the satisfaction of hotel services in Luwuk. The method used in this research is quantitative research methods and uses IBM SPSS Statistics 24 as a data processing tool validity, reliability, correlation and linear regression. The results showed that the marketing mix to the satisfaction of hotel services in Kota Luwuk spread evenly, where none of the hotels mastering seven aspects of customer satisfaction assessment (marketing mix)


2019 ◽  
Vol 25 (7) ◽  
pp. 1543-1563 ◽  
Author(s):  
Jéssica Mariela Bauer ◽  
Andrea Vargas ◽  
Miguel Afonso Sellitto ◽  
Mariane Cásseres Souza ◽  
Guilherme Luís Vaccaro

Purpose The purpose of this paper is to present an approach based on the thinking process of the theory of constraints (TP–TOC) to support decision-makers, managers and professionals of health to diagnose and improve healthcare systems focusing on the service quality deployed to patients. Design/methodology/approach A case study was developed in a SUS-affiliated philanthropic hospital in southern Brazil, through the analysis of its ED processes and application of the TP–TOC. The Current Reality Tree and the Evaporating Cloud tools of the TOC were used to identify the root causes (RC) and their connections with undesirable effects. Findings The analysis of this case helped to understand and identify the causes of the current problems in the analyzed processes related to internal management and external causes. The proposed approach allowed the hospital team to progress in the understanding of such causes in a sequential manner, giving conditions to apport different perceptions and to identify relevant facets and causes related to the problem. The research provided a systemic and an integrated vision of the losses in the organizational processes and indicated the steps to be prioritized in order to eliminate such losses. Originality/value The paper proposed an approach that allowed the systematic and systemic analysis of organizational processes through the application of the TP–TOC. The recognition of the existence of RC responsible for processes losses represents an excellent opportunity for improvement because it allows managers to focus their efforts on the more productive areas.


2015 ◽  
Vol 6 (1and2) ◽  
Author(s):  
Kingstone Mutsonziwa

This paper is a follow-up article based on the first article titled Customers speak for themselves: A case of Customer Satisfaction in the four Main South African Banks. Customer satisfaction within the banking industry is very important in the South African context. Although banks are trying their best to give their customers the best service, it is important to continuously measure customer satisfaction and identify service attributes that contribute to overall customer satisfaction for the banks. The data used in the analysis is based on a quantitative survey of 500 randomly selected customers in Pretoria, Johannesburg, Durban and Cape Town were interviewed using a face to face methodology. The key drivers of overall customer satisfaction based on regression analysis for the different banks were helpfulness and innovativeness (ABSA), helpfulness, innovativeness of the bank, resolution of problems and investment advice (FNB), language usage and friendliness of service consultants (Nedbank), innovativeness of the bank, investment advice and use of language (Standard bank). These attributes were important to the overall customer satisfaction and need to be closely monitored by the management of these banks.


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