Problems In The London Zoo

Problems In The capital of the United acres menagerielogical gardenThe menagerielogical Society of capital of the United Kingdom cognize as ZSL was founded by Stamford Raffles in 1826 and in 1828 it was cle beded to portion of capital of the United Kingdom zoological Society for the study of sensuals, zoo was on open to state-supported until 1947 to get aid funding.In 1926 at that place were major(ip) expansions to zoo to accommodate new-fangled beasts and to keep large zoologys into natural environment. As zoo continues to progress and in 1931 it was worlds early open zoological park. In 60s build of zoology was established.London zoological garden has been kn declargon as national history and contri entirelyion to the zoological world. Despite the low visitor turn up and to twenty-four hours its a home of wonderful animals of more than then 650 species and cxxx animals be use breeding purposes. Not only that its also recognised worlds first reptile hose in lat e 40s and in 1852 worlds first aquarium.Decimus Burton was the first architecture designer of the zoo who was also the designer of marble Arch London and Colosseum Theater.Q1 Identify and describe one of the jobs that mensesly subsist and explain how it is potenti tout ensembley harming the company.Problems in London ZooLondon Zoo since its opened in 1828 has played vital role in the dry land scientific and entertainment activity of the society. London Zoo had grown promptly from early start and continues expending only when it ran into multiple problems in mid-sixties and 1970s due to various reasons.One of the major problems which tummy be easily place is the lack of strategy operation plan for London Zoo. Operation strategy involved keeping the routine operations in place despite the recite of visitor to the Zoo. Marketing plan had clip out in the past but it all goes into drain, if end of the twenty-four hours clients feel lost and ar not entertained or managed well. guest dis expiation erect potentially lead to node not returning to Zoo and as well as it stop create bad ikon which substructure harm new or returning visitors.In these competitory era of entertainment customer satisfaction is consider a report to success, which London Zoo has failed to provide effectively over the period of time. London Zoo has failed to delight its customer by not providing forest of usefulness for customer processing which involved managing parking areas, queues, information desk, customer discussion and information processing. Fail to achieve can lead to customer un merriment, can create chaos and seriously damage the Zoo image.Other problem can be related to Society attitude and behaviour towards the animals, at once people are well more aware of animal warfare, rights and conservation. in that location read been questions and debate concerning what is the role of a Zoo in society, should animal be kept in captivity or used for homosexual enter tainment. People take hold become much more educated and are questioning the role of Zoo in the society.Attracting compute of visitors and applying capacity guidance operation to keep them organise afford been crucial problems of London Zoo for long time. It has harmed company potentially as it has lead to various problems which intromit cut down in schooling projects number of large animals has been force out to sister Zoo to cut down the cost, assistants musical note has unnatural due to lack of funds. This may lead to people not returning to Zoo for next 3 to 6 yrs unless there has been major development or new loss leader in Zoo to twist them back to Zoo.Q2. Describe the evidence that support your claim that problem exists.Problems turn outThe major problems of London Zoo as identified previously abide come to know from various sources. The source has been various limited reviews, feedbacks and various studies contrive been conducted on London Zoo to cite these problems.From past experience of the Zoo we have seen the whole operations crashed when more then expected visitors attention. concern announce save my Zoo campaign after it failed to meet the expenses. endeavour eviscerateed 18000 visitors in a mean solar day which lead to complete chaos in Zoo there were queues everywhere, restaurants run out of regimen, parking problems and visitors found them self lost. in that respect have been continues decline in number of visitors since 60s and 70s. Number of visitors have be fluctuating because of various reasons, There has been continues increment in number of leisure and hook places in London only, there are rough 130 major attractions in London. There have been numerous communications and travel invention has made easy to travel and trip around world which has made number of domestic visitor to decline.As stated in miscue there has been no major development for refinement 30 years, but in last couple of years Zoo has done s ome development work to improve the visitor attendance level.There have been animal wellbeing, rights, law and ethics awareness as it never been previously. Britain Govt created animal welfare advisory committee in 1967 which posterior became Farm Animal Welfare Council in 1979. It recommends animal freedoms and rights. There are 5 major freedoms which are promoted under this council which have been given in addendum. There have been debates in society in first one-half 20th century but its get intensified in mid-eighties to protect the ethics of animals. Due to continue awareness and debate in society has made people to think about the existence of the Zoo in society and their interest towards the Zoo. customer Quality satisfaction has been the primary(prenominal) issue in zoo. As its mentioned in case study, as zoological society restructured is organisational departments to improve the operations and flavour of attend to. afterwards reviewing various fair reviews, the t imbre of gain has been poor in London Zoo and as customer feedback shows there has been lack in operation management.There have been number of issues with visitors which includes poor operations and Planning, Empty Cages, Low Food Quality, Queues Everywhere, neglect of Seating, Baby facility.Few customer reviews have been attached in appendix with references.Q3. Carry out a critical literature review to identify what is considered to be Best-Practice in the area of Operations Management related to the problem. literature surveil and Best-PracticeIntroductionLondon is one of the major tourist attraction for visitors around the world, every year approximately 150m number of tourism day trips are made to London (source The Countryside Commission website) and estimated total attendance 50m to London attractions during 2006 (Source Visit London website). As a result of large number of visitors attraction increases competition and importance to continuously improve the swear out quali ty to attract large chuck of visitors coming from domestically and internationally.Literature ReviewAs previously discussed London Zoo has number of problems from which one of the major problem is to address the issue of improvement quality and customer satisfaction. There are various academic studies has been conducted to address the issues related to customer satisfaction, service quality and behavioural intent.Different model present different order of measuring the service quality some author describe as open between customer expectation and apprehension, alternate author accept assessing the perceive quality by customer is a component to invoice quality.A literature overview of different models can be found in Cauchick Miguel and Salomi (2004) presented in table 1 below.Table 1 Proposed models for measuring service quality(adapted from Cauchick Miguel and Salomi, 2004).As it can be concluded from the diagram there is no best practice to be adapted to measure the quality service. SERVQUAL has been centre of debate for most researchers but there have been critics of its accuracy, asperity and implication on all kind of service exertion.There has been pictorial use of SERVQUAL model in different service industry analogous banking, fast-food restaurant, call centre and other various industries despite huge literary criticism of the model. As oppose to SERVQUAL other model was demonstrable as a result of criticism, SERVPERF is comparatively less used in industries like hotels, public services, cell phones services and various other. SERVPERF critics believed its only applicable in developed countries.SERVPERF modelOne of the strong critics SERVQUAL model were Cronin and Taylor (1992) and they developed their own new model based on the original model, they argued that quality service can be measured based movement only. SERVPERF model is single head scale and developed based on performance satisfaction as oppose to performance and expectation in SERVQUAL.SERVQUAL ModelThe SERVQUAL model is a technique that can be used to measure a gap and perform analysis of an organization between customer expectation for the service and their lights of the providers. It can also be used internally to perform the chin-wag analysis of the employees and employers.It was initially based on 10 aspects if measuring the service quality of an organisation and later refined by author to five dimensions which are reliability, assurances, tangibles, empathy and responsiveness.SERVQUAL requires conduction a detailed survey or inquirer to analysis the gaps between what was expected by the customer and what currently byered by the organisation. It involves relevant important of each question and criterion of perceived service and measurement of quality service provided.ConclusionFrom the brief literature review we can conclude that best practice can be SERVQUAL Model as its widely used in for service quality measurement model. SERVERF can be usef ul but its not as intensely studied and reviewed by researches and practitioners.SERVQUAL Gap Model Diagram illustrated obtainable at http//www.gccrm.com/eng/content_details.jsp?contentid=2068subjectid=101 Accessed 8 November 2009Q4. From the conclusions drawn from your literature review and your findings within the case study create a proposal for the changes you would like to see introduced to shape the selected problem.Finding and Change ProposalA conclusion can be drowned from research, evidence and literature review that Zoo has number of problems which can be addresses by following these steps.Service Quality and node Satisfaction culture WorkAnimal Captivity and welfare IssuesService Quality and Customer SatisfactionAs previously found the customer satisfaction and quality of service score was low. Furthermore the finding of review of different customer at various review sites shows that London Zoo operations have poor performance which includes poor operations and planning , empty cages, low quality food and queues everywhere. This shows there is a gap between customer perception and service provided.As suggested from literature review that customer satisfaction and perception can be achieved and that can be used to improve the services. afterwards gathering the results from SERVQUAL model, these issues should be addressed operation management excessivelyls.Development whole worksThere has been greater decline towards the visitors attendance due to lack of attraction and facility provided by London Zoo. The new development like African Bird Safari in 2005, In 2006 Meet the Monkeys opening and walk finisheds Into Africa comminute Paradise and Gorilla Kingdom and Clore Rainforest Lookout in the year 2007 by the London Zoo were encouraging and right steps towards creating more attractions, But as analysis shows its only mange to increase visitors at littler scale and reviews shows customer were not satisfy with the new Gorilla Kingdom as their expect ation were much higher then the what the got.There should be continue development in providing support facilities like baby facility, pose facility, parking, extra counters to reduce queues and journey planner for Zoo to walk through the Zoo to give complete and entertaining day out in Zoo.Animal Captivity and welfare IssuesOne of the major concerns by animal rights and welfare society were to address the issues related to animal facility and welfare in society. London Zoo management should work towards the captivity and happiness of animals. London Zoo should work to provide natural environment for animals so there happiness are confirmed with the entertaining of the visitors.Animal breading and preservation research work should be launched by zoological society and should turn out awareness about the work been done but zoological society, so in this way instead of become party against all the animal rights and welfare organisation ZSL can actually work with progress to to hand to address these issues and develop a positive society attitude.ConclusionThe to a higher place mentioned points can clearly address the basic and major problems currently set about by London Zoo. It can certainly create positive and florid attraction and attitude of the society and which can lead to new visitors and as long as returning visitors as well.Q5. Additional task If you were positive as a Management Consultant of London Zoo and you were request to conduct a free-enterprise(a) analysis of your park versus those offered in 1) Bristol zoo and 2) Chester zoo in order to improve your belligerent edge and attract more customers which operations mange tools/models would you use to do so and why? After so doing, what set of reasonable improvements would you suggest to the London Zoo director.militant AnalysisTo evaluate the strength of competition is the key to gain combative edge on your competitors. The competitive environment provides opportunity to analysis the own org anization and competitor as well, to achieve this edge various tools and models are available which are widely used in different industry sectors.There are different methods and techniques available to conduct a competitive analysis of different organization in akin(predicate) industry. Popular models includePorters Five warlike ForcesSWOT AnalysisCompetitive BenchmarkingPorters Five Competitive ForcesMichael Porter model provides the framework to gain competitive edge by analysing the industry context in which firm operates. The competitive model is identifying the 5 basic competitive forcesEntry of competitorsThreat of substitutesdicker Power of buyersBargaining Power of suppliersRivalry among the existing playersCritics believe that this model is to analysis mortal business strategies and extra care is required to not to underestimate current organization strength and weakness.SWOT AnalysisSWOT analysis is used to analyze the competitor and identify their strengths, weaknesses opportunities and threats which help determine the target grocery, competitive edge, customer services and forecasting.StrengthsThis is use to identify the strength, potential strategy, marketing strength, customer services and positive tangible, intangibles.WeaknessesWeaknesses involve evaluating the culture, organization structure, operation efficiency, operation capacity, market share and position on experience curve.OpportunitiesAn opportunity is consider as a play to introduce new product or service. chance can arise due to external factors and can increase the chance of high return.ThreatsSimilar to opportunity these may lead to potential threat, it can be social changes, customer, competitor, new technology, economic or political and order changes.BenchmarkingBenchmarking is a process to identify performance of organizational processes and activity are best-practice. The objective of benchmarking is to evaluate business unit, division, and organisation performance as equ alityd to similar industry.There are 5 types of benchmarkingInternal BenchmarkingCompetitive BenchmarkingFunctional Benchmarking generic wine BenchmarkingCollaborative BenchmarkingIn this scenario competitive analysis should be performed using performance or Competitive Benchmarking.Competitive BenchmarkingCompetitive Benchmarking is used to identify and equalise the company performance with a competitor. Comparison can be all dimension of a business it can range from finance, product and services, technology, development and personal polices.To increase Zoo competitiveness, it helps to understand how your operations and business processes compare to that your competitors. It allows to examination of current processes and weaknesses which help to change and improve with experience and practice. slice conduction benchmarking it should be clearly define and data information shared. violate comparison and less information may lead to meaningless comparison. dish out of benchmarking can be elaborate using following diagram.Benchmarking process onlineAvailable at www.pcimag.com Accessed 17 November 2009betterment RecommendationsWould like to suggest following recommendations strengthen the competitive edge and try to come over weakness identified while doing competitive analysis.Improve Quality of service and customer satisfactionProvide support facilities like baby facility, seating areas and information deskImprove daily operation task effectivelyIncrease the big animals which can increase the competitive edgeProvide animals with closer to nature biography facilitiesTake measures to cater the animal happiness and welfare issues.AppendixCustomer ReviewsLondon Zoo, not greatOn a 3 day trip to London and unfortunately was part of a day I felt could have been spent somewhere else It is one of the worst Zoos I have ever been to Most of the cages were empty and to be honest I have been to much better zoos by gooseuk7 onlineAvailable at http//www.tripadvisor.co.uk/S howUserReviews-g186338-d187553-r48182591-London_Zoo-London_England.html Accessed 9 November 2009London Zoo An expensive waste of timeCostly gate prices to a zoo with few interesting animals and many sections and stalls empty.The admission charge prices are already expensive at 13 per adult, 10 per child, but then the ticket sellers force you to pay an extra 1.50 optional donation. Its fleshy to stand up to them to avoid this donation. Car parking is expensive at 9.There were no elephants. This has been the case for a while, and has been mentioned by other reviewers, but seems a shocking omission. There were no gorillas the whole section is boarded off and under development. The bugs area was also under development. There are no(prenominal) of the exotic animals like pandas any more. Many of the animals that were present stayed out of view. The food was pricey like the admission (but this is normal for such places).by yood onlineAvailable at http//www.dooyoo.co.uk/theme-parks-z oos-national/london-zoo/1034722/ Accessed 8 November 2009DisappointingIve been many times and this time was the most disappointing. to a fault many areas seemed to be in the middle of refurbishment.Night zone was too dark couldnt see anything.I like meerkats, but they seemed to be everywhere.The unaccessible was dismal showing a lack of ideas.As Ive said Ive been in front and those visits were much better, I would still go again in the try for that things improve.To be honest Chester zoo is better. By munslowl OnlineAvailable at http//www.tripadvisor.co.uk/ShowUserReviews-g186338-d187553-r36778432-London_Zoo-London_England.html Accessed 8 November 2009