Strategic Plan Development

Strategic Plan Development

This hub will help you identify and analyze the strategic plan of your organization through the use of a sample organization. This hub will also show you the role of TQM in a sample organization's strategic plan. It will address the following items. These are the same questions your company will want to answer when developing its own strategic plan.

a. The selected sample organization's mission and vision, and identify the organization's strategic objectives.
b. How Total Quality Management is a strategic level objective for this organization.
c. The impact globalization may have on the organization’s total quality management position.
d. How globalization increases the complexity of total quality management for this organization.

Pre-Edit Version

Established in 1988, Baderman Island Resort provides a luxury vacation experience with recreation activities ranging from golf to hikes in its botanical gardens. The mission of the Baderman Island resort is to provide its guests with an all inclusive vacation experience and the highest level of customer service. Baderman Island Resort strives to be the regions premier location for vacation, luxury and relaxation. The management staff of the Baderman Island Resort has a vision of establishing a 1600 acre resort and to become one of the premier destination resorts (University of Phoenix, 2009). Currently the resort has developed 750 acres; however, they have plans in the future to develop the remaining 800 acres of wilderness available on the island (University of Phoenix, 2009). Going forward, management is planning to add 75 acres to the existing golf course and provide an additional 375 acres to the existing botanical gardens (University of Phoenix, 2009). Other future developments include expanding the convention center and existing hotels to accommodate more guest. This will include new private villas on the ocean front (University of Phoenix, 2009).

Baderman Island Resort is committed to providing the best customer service and vacationing experience for its guest. Some steps already being put in place to manage the quality of service include a customer blog. This provides the guest with a medium where they can provide feedback to hotel management regarding their experience on the island (University of Phoenix, 2009) . By providing their guest with an anonymous venue to praise service or provide constructive feedback, the management staff at the Baderman Island Resort can make the needed changes and accommodations to improve its services. The blogs key focus points for guest include experience with management staff, lodging, dining, billing, entertainment and international guest services (University of Phoenix, 2009). Other strategies designed to help the hotel provide the better customer service include the addition of a kiosk that acts as a one stop shop for guest to purchase tickets for recreation and dinner. This is designed to provide convenience and autonomy for guest. Another measure put in place recently is the on demand weather bulletin on the resorts website. This provides guest with real time weather information to help them plan their daily recreational activities.

In order to build a strong reputation, companies like Baderman Island Resort benefit from creating total quality management procedures during the strategic planning process. Strategic planning is the “systematic process of envisioning a desired future, and translating this vision into broadly defined goals or objectives and a sequence of steps to achieve them” (Business Dictionary, 2009). By keeping in mind the total quality management philosophy, Baderman will be able to communicate ways to exceed customer expectations to each employee. The total quality management system can be used to develop the company’s mission, goals, and values. More importantly, the budget that will be necessary to attain a higher quality of service can be allocated from the beginning instead of taking away from expected profits. Other resources, like customer service policies, literature, and training programs that are developed during the strategic planning process, will also benefit from incorporating total quality management. Through total quality management, these policies will help Baderman Island Resort build a reputation for providing an excellent experience for all visitors, which will aid in repeat visitors and referrals.

Building The Baderman Island Resort is essential to globalization because hotel chains are built throughout the world to symbolize tourism within the travel industry. Since Baderman Island Resort is a place for tourists, the resort will have to realize there will be guests arriving throughout different parts of the world. The quality of the resort must be luxurious and offer relaxation because both are common expectations a customer will have. Guests would visit Baderman Island Resort to enjoy the privacy of the villas, the getaway spot, the customer service, and the available activities. Fortunately, providing relaxation and luxury is one challenge Baderman Island Resort will not need to overcome. Baderman Island Resort also offers a variety of activities that can accommodate tourists’ needs that includes sight-seeing and dining.
The main focus of the resort is to provide a relaxing vacation spot that can be enjoyed by both families and friends; therefore the quality of the services must match the cost the customer pays to stay at the resort and exceed his or her expectations.

Baderman Island Resort offers several resources to help tourists understand their way around the island and include pamphlets on each available activity as well as rental information on the island. Scheduled times for most activities provide the tourist with several options to choose from. Even the dining at the resort offers a variety of food ranging from seafood, chicken wings, burgers, steak, and rice, and even a bistro and café for small appetites in order to accommodate each tourist’s desire. Moreover, environmentally concerned guests will enjoy the botanical garden and preserved wilderness the resort offers. In order to maintain a positive brand image and attract tourists from all parts of the world, management must consistently monitor how employees are treating guests. Baderman Island Resort is in the process of creating additional attractions and amenities for its guests and desires expansion on the island.

Globalization will create a diverse environment within the Baderman Island Resort. The island’s population is composed of different cultures and the cultural differences along with cultural sensitivity will have an impact on customer satisfaction. There will be differences in how the needs of the customers should be handled; however, total quality management can assist in this process. Since there will be cultural differences, everything must be done in a way that will meet the needs and requirements of the different people involved. Each culture has unique customs and desires that makes meeting the needs and desires of the culture a critical part of the globalization process.

Technological advances will be one of the major obstacles to overcome because the people of Baderman Island may not be as technologically advanced and require additional training. The language barrier will also be a factor but with translators this will also be something that the island can overcome. Although globalization can have some negative impacts, it can also be a positive influence for Baderman Island. This will be a way to promote growth within the island, such as new businesses coming to the island and the creation of new jobs. This can be a way for the island to become stronger and produce more of its resources. Total quality management will be a good system to follow, and could be a way to increase sales, exports, profitability, as well as the employee retention.

Baderman Island Resort will benefit from use of total quality management within the organization. It is important to implement training programs, use process development, as well as devise programs that are intended to retain customer loyalty. Total quality management will help to streamline the overall efficiency of the organization while also allowing Baderman Island to maintain a competitive advantage in the marketplace and help to combat the effects of globalization (Organic Growth International, 2009). Globalization and total quality management will benefit Baderman Island by assisting in the continual growth of the company and the improvement of the business processes overall. Without total quality management, Baderman Island Resort will experience difficulty attracting new guest if it fails to produce a quality service.