Essay on Jill's Struggle to Turn Around Club Lido: Challenges of Establishing a Service-Oriented Culture

Introduction

Jill has been the Chief Executive Officer of the Club Lido. Being at the helm of this business entity, Jill is required to ensure that the business succeeds. Therefore, upon his appointment, it was expected that there would be a major turn-around in the business.

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However, the turn-around was not effective because the business had experienced several challenges before. Therefore, one of the challenges that Jill faced was the failure to develop a service-oriented organizational culture. One of the reasons for this failure was that there was poor communication at Club Lido. Due to poor communication, it was not clear how the services were to be delivered to the customers.

Another reason why there was a failure in developing a service-oriented organization is that club lido had not defined customer service goals. Therefore, Club Lido does not a clear direction that is should operate. The third reason for failure to define customer service oriented organization culture the lack of training. Most employees in Club Lido have not been properly trained to gain the skills required to offer proper service to the customers.

Failure High-Quality Service

Secondly, Jill has been unable to offer high-quality service since taking up as the CEO of Club Lido. The main reason for the failure to deliver high-quality service is because most of his efforts have gone towards restricting the Club, and this issue has mainly been internal. As a result, it has been difficult to restructure as well as ensure that quality services have been provided to the customers.

Failure to Develop Committed Groups of Employees and Managers

Having a committed group of employees as well as the managers, is an essential part of any business to succeed. However, in the case study, Jill has been unable to develop a committed group of employees and managers because most of them are focused on the money they are getting rather than the quality of service they will be providing. For example, some of the employees wanted to be paid more money compared to the work they were doing.

Failure to Develop Low Employee Turnover

Employee's turnover is high when the employees are satisfied with their work. In this case, Jill failed to establish a low employee turnover since it is evident that most of them left the Club. For example, Tracy, who was working at the operations department, left the job because she was not satisfied with the compensation package that she had been given.

Failure to Develop a Profitable Business Club

Gaining profit is the sole aim of every business. When Jill was appointed to head the Club, the expectation was that he would bring more profit compared to the CEO who had left the Club. However, Jill did not manage to develop a profitable business club. One of the reasons for this failure was because the prices of the services had been increased.

For example, the increase in the cost of services led to a reduced number of customers as there were fewer people attending the Club, and this affected the profit. The other reason that the employees lack self-discipline, and they did not do their work as expected. For instance, when Jill was not present for one weekend, he found that everything was being done the wrong way upon returning.