INTRODUCTION

[Describe the problems, issues, and challenges. This section should be no more than two paragraphs.]

ANALYSIS

[Explain why Jill White has been unable to develop a service-oriented organization culture, high-quality service, a committed group of employees and managers who can work effectively independently, low employee turnover, and a profitable business at Club Lido. Divide your Analysis up into subsections. Give each subsection a section title. Cite facts in the case to illustrate and support your explanation. Explanations often require an example. Remember that the point of a case analysis is to explain why and how case events have occurred. If you find yourself repeating case facts, you are probably off track. You should be explaining case events, not repeating case facts. The Analysis section should be approximately four to six pages, double spaced.]

• Causes of high employee turnover

[Insert your explanations/analysis here.]

• Causes of poor service quality

[Insert your explanations/analysis here.]

• Causes of dysfunctional organization culture

[Insert your explanations/analysis here.]

• Causes of the shortage of 300 memberships

[Insert your explanations/analysis here.]

• Causes of poor financial performance

[Insert your explanations/analysis here.]

RECOMMENDATIONS

[Give recommendations to address each of the problem causes described in the Analysis section. Remember that recommendations should follow directly from the analysis. That is, once you explain why a problem has occurred, the recommendations should be obvious. For example, if it is explained that low wages cause employees to terminate their employment, the recommendation is obviousincrease wages. Do not give any recommendations that are not related to causes/explanations given in the Analysis section. Recommendations that appear out of nowhere (unconnected to any causes in the Analysis section) are unlikely to be implemented. Review the Ritz-Carlton and Four Seasons cases for ideas. The Recommendations section should be one or two pages, double spaced.]

• Developing the human-resources-management function to reduce employee turnover and to improve service quality

[Insert your recommendations here. Check to make sure that your recommendations follow directly from the problem causes discussed in your Analysis section.]

• Improving employee relations

[Insert your recommendations here. Check to make sure that your recommendations follow directly from the problem causes discussed in your Analysis section.]

• Improving service quality control and quality assurance

[Insert your recommendations here. Check to make sure that your recommendations follow directly from the problem causes discussed in your Analysis section.]

• Creating a service-oriented organization culture

[Insert your recommendations here. Check to make sure that your recommendations follow directly from the problem causes discussed in your Analysis section.]

• Improving the marketing function and memberships

[Insert your recommendations here. Check to make sure that your recommendations follow directly from the problem causes discussed in your Analysis section.]

• Improving Club Lido financial performance

[Insert your recommendations here. Check to make sure that your recommendations follow directly from the problem causes discussed in your Analysis section.]

[Improving financial performance is different than tightening financial control. Financial controls have already been tightened: Harriet, continues to do a good job; she had worked out well. Jills turnaround plan also includes controlling costs more strictly. Financial performance can be improved by increasing sales or decreasing expenses. Are there any means of doing this that you have not already mentioned?]