Large firms should take leaf out of SMEs’ book

companies in the hospitality sector could learn a great deal from small firms
on how to communicate with staff and manage the workforce, according to a

research, carried out by the University of Surrey, suggested that big companies
could improve productivity by examining techniques used by small to medium
enterprises (SMEs).

study was commissioned by the Best Practice Forum for the Tourism, Hospitality
and Leisure Industry and looked at about 1,000 firms in the UK and abroad.

identified seven key areas that could help improve standards of service and
raise levels of productivity:

Setting goals for customer focus

Planning and controlling the operation

Partnering and networking

Clear internal/external communication

Achieving consistent standards

A strategic approach to workforce management

Performance measurement and benchmarking

By Ross Wigham

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