This document summarizes information about Breckenridge Mountain Resort (BMR), including its history, operations, customer base, facilities, and initiatives to improve customer service. It notes that BMR offers 15 ski and snowboard packages and sees intermediate customers visiting 4.1 times a year on average, with advanced and expert customers visiting more frequently. It also describes BMR's management structure, rental operations, and summer recreation activities. The document outlines BMR's plans to improve revenue growth, service, communications, and use data analysis to enhance the customer experience.

2.  1941-Czechoslovaki-Jozo Weider
 Average lift price-$24
 Average total revenue per person per visit -$40
 Offered 15 different ski and snowboard package
options.
 Intermediate level skiers andsnow boarders-4.1
times per year
 Advanced and expert level customers-6.7 and
9.4 times per year respectively

3. In 1999-BMR sold 50 % interest in the
company to Intrawest corporation
Purchased 16 acres of developable real
estate
Experienced management team

4.  Number of people in call center is 10
 One of the largest snowboarding and ski schools
in the country.
 Central base lodge had 1000 pairs of skis and
250 snow boards available for rental
 Mounterra Pavilion-opened in 1990-summer
recreation activities

5.  Revenue growth and facility expansion
 Improving service
 Three Rings of service
- Basic service
- Support
- Enhanced

6.  Continuous improvement-cross functional teams
using data analysis and planning techniques
 Improve communications between management
and staff
 Staff friendliness -10 on a 10 point scale

7.  SWOP-strengths,weaknesses,opportunities and
proposals.
 Five Teams – 5 BMR mangers and staffs from
different functional areas
 Identify opportunity, issues to be resolved and
provide specific recommendation.
 Three Proposals
- Customer Flow
- Speed Of Service
- Information System

8.  Parking Problem
 Three Attendants-$9.50 per hour
 14 mountain guides
 Difficulties in familiarizing guest with the resort
area – unable to find particular service

9.  Six recommendations:
1. Better forecasting
2. Improved interdepartmental
communication
3. Fast and accurate info to staff
4. Flexible staffs
5. Self-service IT applications
6. Staff capacity

10.  Independent database and OS
 Stand alone system
 Cost - $50,000
 a graduate level co-op student to get information
system organized

11.  Centralized Database
• Elimination of Human Effort
• Data Integrity
• Ease of Access
 Elimination of
• Paper Work
• Manual Error
 Quick Response to Customer Queries
 Cross Functionality

12.  Total Cost Involved:
• Staffing - $700 * (4 * 5) = $14000
• PC Installation - $50000 * 7 = $350000
• Intranet Systems
 No Quantification of Cost/Benefits in
• Customer Flow
• Service Process Streamlining.

13. THANK YOU