what is the main problem and analyze why? read the following paragraphs below. I
ID: 449521 • Letter: W
Question
what is the main problem and analyze why? read the following paragraphs below.
In December 2014, Brad Hirsch Stood on the gaming floor of the Harrah metropolis Casino and Hotel in Metropolis Casino and Hotel in Metropolis, Illinois. Hirsch has assumed the position of Senior Vice President and General Manager at this Caesars Entertainment property in mid-2014. Caesars culture was strongly oriented toward optimizing the customer experience. This history, couple with increased competitive pressures and new corporate financial goals for 2015 had created the motivation to intensify improvement effort at the metropolis facility. Hirsch had successful led employee-centered initiatives to apply LEAN operating principles in three of the company’s casino in Tunica, Mississippi. He Believe that what he learned from the those experience would be application at the Metropolis location, but wondered if he should consider a modified approach that would potentially product results more quickly with the help of a team internal experts. In 2014, Caesars Entertainment, based in Las Vegas, Nevada, was the worlds’ more geographically diversified provider of casino entertainment. With 68,000 employees worldwide, it operated 50 casinos in the U.S. Egypt, England, South Africa, and Canada, under the names Harrah’s, Caesars, Rio, Flamingo, Paris, Bally’s, Horseshoe, and London Clubs International. Its largest concentration of properties was in Las Vegas, where nine of its casino occupied 1.25 miles on a near Las Vegas blvd, commonly known as The Strip. In 2013, the company had net revenue of $8.6 billion U.S. Caesar had developed an industry leading loyalty car program, introduced sophistical customer service measurement systems, and had been the first to apply LEAN process-improvement concepts to casino operations. As Hirsch thought about the challenges that lay ahead for LEAN implementation aimed to customer service enhancement and operational effectives at the new Harrah’s Metropolis Casino and Hotel, he reflected on his previous experience in Tunica.
Explanation / Answer
The case identifies the need of improvements in Metropolis; this has been analysed by the customer survey and data on loyalty-card usage pattern and pressure across the casino industry. The case also identifies the various problem the company faces in implementation of LEAN and in its initiations. Because Hirsch faces the condition of confusion whether to follow up high-involvement, time-consuming LEAN approach at the Metropolis facility as it was followed in Tunica or to get an expert-driven approach, as the LEAN initiative will need the involvement of various hours of employee’s time.
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