Essays on Roundal Wright Retirement Homes Case Study

Download full paperFile format: .doc, available for editing

The paper "Roundal Wright Retirement Homes" is a good example of a management case study. In the current world of business, service sectors now play a significant role in the growth of any country (McCabe, Rosenbaum & Yurchisin 2007, p. 7). As such, the form of customer service must be qualified to make the business competitive to maintain customer satisfaction, efficiency and effectiveness. In the hospitality sector like the one that Roundal Wright retirement home operates in, customer service is regarded as the general activity of recognizing and fulfilling customer needs. Walshe, Harvey & Jas (2010, p. 175) argues that once customers’ needs are clearly recognized and known, customer representative must anticipate and fulfill them so as to maintain customer loyalty.

Roundal Wright retirement home must always know that customer satisfaction presents a clear indication of how effective the organization can be and whether it can compete in the business. Based on the evidence, this report is formulated to assess the poor quality of service at the Roundal Wright retirement home using various quality assessment tools. The theoretical definition of “ quality” according to Roundal Wright Retirement Home Quality is regarded to be the conditional, perceptual and rather subjective feature and could be comprehended differently by different individuals (Ramseook-Munhurrun, Lukea-Bhiwajee & Naidoo 2010, p. 38).

Some may think they offer the best quality if they have never had the experience form competitors or from top performance in the market. This perspective justifies the situation that was witnessed by Roundal Wright Retirement Home. The retirement home had experienced several verbal complaints such as the disorganized parking space, poor menu and too long queues at the dining room just to mention but a few. Even though the complaints were received by Mavis, who was charged with the responsibility to handle the mentioned activities, he did not take heed to improve them.

Another undoing of this organization was to employ a former high school cook to handle the meal of couples aged between 55 and 85. At the same time, the cook was the one carrying out the purchase yet he or she had no knowledge and experience on purchases. From this perspective, it can be held that Roundal Wright Retirement Home employees defined quality from their little experience of the hospitality industry.

Mavis had no experience in the Retirement Home service while the cook had only worked in a school that is characterized by a different category of customer who has different taste and preference hence different quality. That means that quality was defined completely by the consumers on the basis of an individual's assessment of their whole customer experience (Ramseook-Munhurrun, Lukea-Bhiwajee & Naidoo, 2010, p. 46). The quality assessment tools used to analyze the situation in Roundal Wright Retirement Home One of the quality management tools that can be used to analyze the situation at the Roundal Wright Retirement Home is the Sigma Six.

It must be noted that what was lacking at this retirement home is professionalism. The cook did the purchases yet he had no knowledge and experience. Mavis too was mean and did allocate himself parking space yet customers had no proper parking lot. In this case, he failed to realize that the customer was an asset to their business. According to Taylor (2008), using Sigma six ensures that only professionals are hired so that the operation at the organization is also professionalized.

This tool would also be used to improve output procedure and quality by means of identifying and removing the causes of complaints and the reduction of inconsistency in the business processes (Patton 2005, p. 56). Hiring the right people alone do not ensure that change is effected. With the changing business environment, training forms a great pillar of success. Training the existing and new employees enables good coexistence and cohesion.


Griffin, F 2003, Improvement Collaborative: Design and Implementation. Pp. 1-22, Retrieved on

4th March 2014 from

Langley, et al. 2009, The Improvement Guide: A Practical Approach to Enhancing

Organizational Performance (2nd Edition), USA, Jossey-Bass Publishers

Karuppusami, G & Gandhinathan, R 2006, Pareto analysis of critical success factors of total

quality management: A literature review and analysis, The TQM Magazine, Vol. 18 Iss: 4,

pp.372 – 385.

McCabe, D., Rosenbaum, M & Yurchisin, J 2007, Perceived Service Quality and Shopping

Motivations: A Dynamic Relationship, Services Marketing Quarterly, 29(1), 1-21.

Patton, F 2005, Service Quality: Does Six Sigma Work in Service Industries? Quality Progress,

p. 55-60.

Ravichandran, K., Prabhakaran, S &Kumar, S.A 2010, Application of Servqual Model on

Measuring Service Quality: A Bayesian Approach, Enterprise Risk Management, Vol. 1,

No. 1, pp. 7-9.

Ramseook-Munhurrun, P., Lukea-Bhiwajee, S & Naidoo, P 2010, Service Quality in the Public

Service, International Journal of Management & Marketing Research, 3(1), p. 37-50.

Shahin, A 2005, SERVQUAL and Model of Service Quality Gaps: A framework for

determining and prioritizing critical factors in delivering quality services, Department of

Management, University of Isfahan, Iran, p.1-10.

Taylor, G 2008, Lean Six Sigma Service Excellence: A Guide to Green Belt Certification and

Bottom Line Improvement, New York, NY., J. Ross Publishing.

Walshe, K., Harvey, G & Jas, P 2010, Connecting Knowledge and Performance in Public

Services: From Knowing to Doing, Cambridge University Press.

Download full paperFile format: .doc, available for editing
Contact Us