Case Study: Cruise International
CHAPTER 1: Welcome to Cruise International, Inc.
1. Identify the different departments on a typical cruise ship. Identify the type of personnel needed in each department. (Learning Objective 1.1)
The different departments on a typical cruise ship include food and beverage, laundry, housekeeping services, managerial department, deck and engine, entertainment, hotel administration, and guest services among others (Rodrigue & Wang, 2020). Each department has various types of personnel based on the specific roles in these departments. For instance, the hotel administration includes the chief hotel manager who oversees the shipboard services and supervises the crew and staff in these departments (Oriade & Cameron, 2016). The managerial department includes cruise directors and managers who supervises the staff while housekeeping department entails the stewards and stewardesses who clean the passenger cabins and laundry keepers who collect dirty laundry for washing and dry cleaning garments for passengers.
CHAPTER 2: Getting Acquainted with Cruise International, Inc.
- Based on your understanding of CII’s Mission Statement, identify which of the four competitive priorities discussed in Chapter 2 you think CII should emphasize. Remember that the competitive priority is how an organization wins customers. Any organization must perform at least adequately on all four competitive priorities. (Learning Objective 1.1) Link
- How would you measure productivity at CII? Is productivity measurement important to CII? Be very specific with your response. Try to determine the implications of any productivity measure that you propose. (Learning Objective 1.2)
The four competitive priorities include quality, cost, flexibility and time which are identified in the Cruise International Company’s mission statement. The cost of production should be emphasized to ensure that the output exceeds the input for business sustainability. Further, flexibility is vital to accommodate the business dynamics while maintaining stable productivity. Time is important to ensure the customers receive timely services without compromising quality. Finally, quality should be emphasized to retain a considerable market share in the highly competitive market (Oriade & Cameron, 2016). Customers are keen on quality and hence CII should emphasize on this aspect. Assessing productivity at CII would be carried out per department to determine the overall productivity. In this case, the ration of the value of the company’s outputs to the cost of inputs should at least equal to one or exceed (Rodrigue & Wang, 2020). In other words, the output should exceed the input in most cases to maintain an upward productivity. Measuring productivity is important to assess the efficiency in utilization of resources.
CHAPTER 3: Service Packages and Processes at Cruise International, Inc.
- Draw a process flow diagram illustrating the different steps a guest goes through to receive one specific service, such as embarkation, arranging shore excursions, etc. (Learning Objective 1.2)