Service Transformation Plan
For this assignment, you take the role of Guest Service Consultant. You have been contracted to completely re-engineer the service delivery culture, systems, and skills in a company of your choice. You may base this on your co-op host company (if you are on a co-op placement) or any other organization with which you are familiar, such as another company where you have worked (but it has to be in Canada). It does not have to be a tourism organization, but the company must have a strong customer or guest focus. The paper must be clear enough so that it can be presented to the company executive so they will be eager to contract you to carry out the project. You will not be given higher marks for vast amounts of text. I will be looking for innovative ideas that are clearly laid out and will succeed in a real-world application. It is acceptable to layout the project in tables and bullet-point form as long as all points are covered (see outline below).
Imagine yourself as a consultant, standing at the head of a boardroom table surrounded by busy executives, each with a copy of your plan in front of them. Your task is to convince them clearly and simply how your plan will make their guest service delivebcqry the very best in the business.
