Blue Mountain Resorts
"The Service Quality Journey"
Richard Ivey School of Business
Case Study Solution
Overview of Industry
Overview of Company
Overview of Customer
Overview of Stakeholders
Analysis - Factors for Picking Resort
Analysis - Observing Operations
Analysis - Mapping Process Flow
Analysis - Forecasting
Analysis - Capability Analysis
Analysis - Issues Raised
Problem Statement
Alternative Generation and Analysis
Decision Criteria
Alternative 1
Alternative 2
Alternative 3
Alternative 4
Decision Statement
Risk Analysis - Financial
Risk Analysis - Training
Risk Analysis - Location of Information
Action Plan
Phase 1
Phase 2
Phase 3
Appendix A - Factors for Picking a Resort
Appendix B - Fishbone Diagram
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The Blue Mountain Resort case study solution is 4,821 words and 15 pages in length.  The table of contents of the paper is below: