ABSTRACT
This chapter refers to the author's work and experiences at Hilton Hotels, Marriott International, and the Walt Disney Company in order to talk about what he learned about the importance of well-developed systems and processes for providing world-class products and service. Since operations management is the management of processes and systems that produce or deliver goods and services, operations management systems and processes directly affect the quality of products and services as well as the speed of delivery and consistency in the hospitality industry. Operations management today is an area of management focused on designing and controlling processes, policies, procedures, rules, regulations, and guidelines to ensure the efficient delivery of goods and services to customers. The chapter looks at anecdotes that show how Walt Disney World Principles for Success create a reputation for Disney World as the best customer service organization in the world.
