Answer the questions in Chapter 2 Case Study: Operations objectives at the Penang Mutiara
1. Describe how you think the hotel’s manager will:
(a) make sure that the way he manages the hotel is appropriate to the way it competes for business;
(b) implement any change in the strategy;
(c) develop his operation so that it drives the long-term strategy of the hotel.
2. The case describes how quality, speed, dependability, flexibility and cost impact the hotel’s external customers. Explain how each of these performance objectives might have internal benefits.