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| Rosenbluth: Quality Management in Services International |
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Paper Abstract
A 5 page paper discussing Ivey Case 9A95D020. Rosenbluth Travel was a leading company in its industry in 1992. It had been focused on quality for some time, but had reached a point at which it did not know how best to proceed. The paper identifies several alternatives and concludes that the company should ask its customers and “front line” workers for their input. Management should become involved only after receiving input from these two critical sources, to ensure that management gives its support to activities and efforts that will increase Rosenbluth’s value in the perspective of both customers and current employees. Otherwise, it risks placing great effort in achieving ends totally irrelevant to its customers. Bibliography lists 3 sources.
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