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Introduction:

This article is all about the process of the changes which needs to be
implemented for the firm under the study. As they are planning in for the
globalization of their service major changes needs to be implemented in their
quality and this work discusses about all the major factors involving the change.
The 2nd part of this work also focuses on the cultural change needed for the
change in the organization.
Model for Change:

As shown in the figure by recruiting proper team based on specific functionality;

they can work towards the better achievement of the quality which will take their
firm to great heights.
Reliability:

Reliability is an important factor in the tourism industry because it is used to

improve the confidence among the business customers only when they feel that
the business models are reliable then they will come back for the service again. If
they fail to meet the needs of the customers then they can’t come in again for the
service because they will never believe in the service if they are going to reform
them again to give a good service also. Hence reliability plays a major role in the
tourism industry; and in any kind of the tours also they must essentially work to
satisfy the customers to offer them the service promised and this is only possible
when they are offering them the right kind of promises which are practically
possible rather than some marketing stunts.

In order to measure the changes in the industry they will have to work in the
process of the change in the industry first they will have to concentrate on the
process of measuring the reliability. They will have to first focus on the test of
their new service where in they will have to concentrate on the reliability issue.
For example if they are launching in a new service then they will have to focus on
the issues of the barriers in the quality and the quality should always comply with
the requirements of the clients. One of the best methods to measure the quality
and reliability is to go in for the feed back from the clients.

Assurance:

Assurance plays a major role and the previous incidents happened in other major
tourist operators where they promised to show the tourist all the snow bears in
Himalayan Mountain but they never showed them. So the foreign tourist national
were broke that they were not show what they were assured. Similarly they had
also failed to control the plastic bottles and other harmful materials which will be
of a greater threat to the animals.
Thus by going in for these they have to enforce the additional rules, peoples,
facilities to work on what they have assured. More over our staff are highly
experienced in these regions and are committed towards what has been
promised and they show them every thing as in the schedule given to the tourist;
but in case of the exceptional situations when the promise could not be met with
they ask them excuse for those situations and work on the alternative solutions
like if de to snow if they cant go in for the night ride then they ask them the
alternative for extending the tour to the next day and offer them the solution to go
for the ride the next day.

By assessing the current assurance they can gain in more attractiveness as they
can gain in more advantage and here they are more focused on granting the
customers their needs for example they are more specific in the service and they
will have to be prominent in providing the service they offer. The main assurance
has to come from the side of the management and they are currently;
1. offering the salary and the facilities to the employees they have assured
2. Promise them the service like the food and other additional facilities which
are done correctly and they have methods to measure them
3. one advantage is to calculate the logs and by the maintenance of the logs
they can calculate the logs periodically and this will help in the process of
finding if they are correctly following in all the procedures needed for the
growth
Tangibles / Physical Equipments:

They will have to be conscious on the physical equipments and they will have to
work out on the facilities like the vehicles, and other equipments needed for the
tour. Last time an incident was entered on the logs when the guide failed to take
the torch to the night walk and as a result the clients had suffered a lot; hence
even small equipment is very much essential in the concern of the tourism
industry and they will have to concentrate on offering them all the needed
equipments. When they fail to give them all the services as promised then they
can at times fail to get the most reliable customers; this is possible when a lot of
the tourism management fail to offer them the equipments thinking of cutting the
cost and this is avoided in our firm because they have worked on the system of
the logs to ensure that all the services are provided at the right time and they
strive to offer the services at the right time to the customers. Thus they will have
to concentrate on offering the right equipments like safari vehicles / trekking
shoes / water bottles which will preserve the chillness even during the hot
weather.

Here they will have to provide all the equipments and they will have to
periodically monitor the vehicles; for example they are currently using vehicles
which are old and now they are planning for the purchase of the new vehicles.
The new vehicles purchased will be helping in providing very good transportation
in the hilly regions and as a result they will have to offer them good transportation
facilities which will help in attracting the clients.

Any investments on the physical equipment are always a asset because they are
an investment for the firm and they have resale value. Hence putting money in
the land, building, vehicles are always an investment for the long term growth
and when they are going in for the higher investment then this means that they
are in to the point of change and they can gain more competitor advantage by
increasing their facilities. Especially when they going in for the concept of the
internationalization then they have to go in for the expansion of the resources as
it will help in the process of the attraction of the customers from the international
countries.

Empathy:

This is an important factor and the staff should be trained to behave well to the
customers. The purpose of the line manager and the guide in the tour is that the
line manager will monitor the guide and when they fail to meet the requirement
then it is the duty of the line manager to enforce the rules that will help in the
clients to meet the rules. But in the other case when they both are not behaving
well to the customers / if they fail in certain factors to take care of them then the
management will be very strict because they have methods feed back like the
feed back through the web site and through the telephones where in they can get
the information on the incidents and complaints in the tour. This will help them in
fighting against the common problems and help them to resolve the issues in the
tourism industry. Thus it is their duty to work on the corrections and constraints to
be done as the failure to meet the hospitality of their clients will lead to great lose
in their business. Thus they will have to work on offering the most upright
services which in any way will never lead to negative satisfaction among their
customers.
They will have to be highly responsive to the comments of the customers and in
any case they should strive very hard to work on the issues of the clients. A very
good example for this happened during the last trip to the Himalaya during the
past week and the clients were asking cool drinks as it was very tire some and
the guides and the line manager were not responsive to them. This carelessness
had lead the clients to walk in for a long time with out the water and they were
about to fall down. By receiving in this complaint from them they had analyzed
the issue and they were forced to make decision on the problem. Another major
issue is that this will be a negative feed back to all of the remaining people as
these clients will communicate to the next set of the customers in their country
thus they will have to lose a huge volume of their most valuable customers. The
only way to prevent this is to work on the alternative solutions like the live web
help and deploying a 24/7 help center where their problems can be recorded
immediately and they can be resolved with all the issues on the go.

Currently they have also leased new line helicopter services on demand for the
first time in the Indian tourism industry and this will help them in attraction of the
world wide clients. More over this service could be booked by the clients online
before a day. The provision of the online booking has lead them to attract the
international clients and they are more unique because they are able to gain the
attraction by first asking in for the choice of the guides and the managers who
are going to assist them. They are given a choice to view their profiles online and
they can also interact with them on the phone numbers given to see if they are
suitable fore them. Thus they have given ample importance to the choice of the
customers. In a similar manor they also take care of the security issues and they
are more keen on the safety factors like the customers in land or water are given
expensive safety life jackets, and also they are given with the powerful clothing
and other measures are taken for the health and safety. In each area of the tour
they are assisted by the Local doctor who in case of the emergency is contacted
on their behalf and this serves in a opportunity for them to gain control of the
situations.

More over each and every employee is advised to attend a 3 months training for
the changes to be implemented. By undergoing the training they are made more
fluent in the specific languages like the French, German, Russian, so on… and
this will mainly help in the process of the attraction of the international clients as
they will have to be communicated in their native language for the better
understanding of their needs. By understanding in their needs they can be
served much better than the previous times and the amount spent of training the
employees on the other languages are always considered as the investments as
they are going to be a source for attraction of the clients and they can be the
most proud firm to offer the customer services with the people who can interact in
many languages. Thus when the clients are choosing in their guides and the
helpers online they can go in for easy communication and understand in a better
way. In a similar manor they will also have to work on bringing their web site in
several languages and this will help in attracting the clients from various
countries.

The process of the change in the organizational culture:

:

This is one of the best model for developing the organizational culture and as
seen form the figure it can be evident that they need a complete new kind of the
leadership like the following;
Style of the leadership:
First the leader should be very clear in what needs to be done and they need to
work on giving the positive scope and influence the workers on the positive and
the realistic things which can be achieved; where as if hey are more dominant
then they can never attain what they think. They need to be highly influential and
transformational in what needs to be done.
They will have to find the most vital characters like their will to achieve,
motivation, current mind set, structure of the firm and social factors and only
based on these they can work on influencing and changing them. First they will
have to work on the fixing the end result; planning to improve the service /
product – and finally only when they will have the changes then they can work on
the alterations in the plans as by measuring the results they can look in for the
new solutions. More over they will have to see what is their current structure of
the organization like Democratic / Dictator / Flat / Hierarchical and only when
they are clear with the current structure they can work on the changes to be
implemented. Any change will have a huge impact on the structure and they will
have to work on the building up of the new changes to be implemented in the
incremental way.
As this is hospitality industry the first main focus should be based on the
fulfillment as if the customers are having in a mental fulfillment only they can
work to give the best result and this is the case when they are more influenced
by the out side environment. First the employees have to be paid properly and on
motivating them they will work to give in the best result. Their every move should
be towards taking care of the customers and offering them the best service at the
most effective cost.

More over as they are operating in the most competitive industry namely the
tourism industry they will have to focus on the Goal oriented approach where in
they will focus on how they are differentiating their service and they can take in
the competitor advantage only when they are working hard to differentiate their
service like most of the tourist operators work on different kind of the food menus
/ difference in the packages for their clients.

As the current firm is going to be expanded in to the international market

segment they will have to work on the new ways like helping in their clients and
employees by a new kind of structure that is more democratic. For example here
they will have to follow a culture where in the employees must be more free to
express their thoughts and they must be able to communicate with all the higher
authorities in the free manor as they are planning for the changes every one
must interact with each other in a proper manor and this will help them in
achieving the best solution.

First they will have to be very clear with building their mission and the vision of
the firm. As far the current organization is concerned their main objective is to
conquer the market with a higher value and they will have to work on the new
vision to build up the most effective teams who are all more dedicated to work
together as one to achieve the common goals. They will have to learn from their
past failures and make new plans in a incremental manor and for this one main
thing they will have to focus is on the communication where they must be more
free to express their thoughts and based on this only they can discuss the
changes to be implemented.

They must work on the continuous improvement in their business and this is
possible when they are following the incremental model for change. They will
have to first work on the process of the changes like the incremental mode;
where in they have to be clear with the changes and if they are bringing in the
change in a single day it will be very difficult to follow and implement as it will
take in more time for the employees to understand and go in for the process of
the change. But going in for the incremental model of the change they can make
their employees understand the process of the change and slowly they can work
on the process of training them and working to built in safe methods to implement
the change; here as they are in the hospitality industry they will have to focus on
the process of the change and this involves the understanding of the clients
choice like the clients might need some new kind of the service but they might
not be ready for it immediately. As a result they will have to work on the process
of change itself like; first the employees have to be made to understand the
consequences of the change mainly the benefits like if they are going in for a
separate wireless network as in the mountains of Himalaya they can never gain
in a good coverage; they must work on the alternatives and first the employees
should be thought to use these networks in case of emergency.

One of the major factors in the process of the change is the powerful leader and
they will have to have more powerful leader who can guide them in the process.
Currently they are lagging in the support of the strong leader and they will have
to work on the new leader who can guide them in the process of the change.
They will have to encourage more inspirational and motivational leaders who can
guide the employees in the process of the change as change is the process that
is best brought in when they are guided in a correct way. They will have to
organize periodic meetings with their most valuable customers and their
employees to find in what needs to be improved to gain the international
standards. By studying what needs to be changed in the international quality they
can prepare for the process of the change.

As far as the current organizational practice is concerned this is one of the major
risk taken by them and they will have to focus on the cultural transformation as
they cant gain in more control of the current employees and they have to be not
fully a parent figure at all the times but they will also have to be more supportive
and coordinating with them. Only when they are more supportive or coordinative
they can gain in the control of the situation and they can work to bring in the best
at the same time they also have to be bit strategic and doctorial at times to see if
the rules are being followed. As they are in the tourism industry they will have to
focus on the safety, hygiene and security and when they are failing in these
aspects they will never gain back the lived of their most valuable customers.
Thus they have to more essentially focus on the issues of the safety / security. A
good example of this is the recent accident in India of the vehicles traveling in
Himalaya because they were not serviced properly and the employees had not
checked if the brakes were working before starting the journey. Hence it is
always essential to follow the safety measures to ensure that all the constraints
are being followed and this can be achieved only by the strong leader.

Conclusion:
Thus as the given organization is planning for a massive expansion first they will
have to be ready for the process of the change, adapt to different cultures and
most importantly they will have to plan for the process of the resources and this
requires huge investment. A lot of risk is also involved as they are planning for a
cultural transformation and this will take more time and effort for the process of
the change as it will not be possible over night.

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England.

Lasserre, P (2002) Global Strategic Management .2nd ed. Macmillan :London.

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