Case Study Three
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This case study is set in the hotel industry in Auckland, New Zealand. The three principal characters work in Head Office. The hotel group has been through a challenging time during the past six months due to a rival company opening up higher quality establishments at a lower tariff in similar locations. While no one has been made redundant, and the Board are keen to avoid losing even one member of their staff, the in-house Innovations Team have been working overtime to find creative ways of upgrading the value of their offer to their customers, so that they don’t need to get into a price war with their new rival. Their remit – one that has been given to them by the Board – is to roll out a high-profile Values Initiative to all ten hotels in the group built around three corporate values: Delivering for Customers, Exceeding Customer Expectations and Working Together. The Innovations Team have been working on the proposed roll out of the Values Initiative for several months now and nearly ready to commence delivering it.
KeywordsPolitical Role Innovation Team Hotel Industry Principal Character Challenging Time
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