The document summarizes research conducted by Ramada Franchise Systems (RFS) to improve employee work environments and increase customer satisfaction. RFS surveyed employees and found issues with training procedures, motivational programs, and staffing standards across franchises. RFS then made changes to hiring, training, rewards programs, and implemented employee evaluations. These changes resulted in a 30.5% increase in good to exceptional customer satisfaction ratings and a 24% decrease in unacceptable to poor ratings according to a customer satisfaction survey. RFS was also recognized with awards for these improvements. The document recommends continuing successful programs and incorporating employee feedback into ongoing initiatives.

1. Brad Tuffy & Lynn Kilduff

2. ExplorationTopic

3. Research in the hospitality industry in regards to customer satisfaction

4. Ramada’s own research to improve employee work environments

5. Background Information

6. In 1996 a customer satisfaction survey for mid tier hotels showed downward trends

7. Despite not experiencing any drops in customer satisfaction, Ramada decided to take a proactive stanceExplorationShifflet Customer Satisfaction Survey

8. Hiring, training, and motivation

9. Ramada felt by taking care of these variables they could offer the best service to their customers

10. Ramada is franchised