Aims & Objectives

1. I AIM TO KEEP A LOG BOOK UP-TO-DATE

OBJECTIVES:

ADD A PAGE CALLED "LOG BOOK" ON THE WEBSITE

LEAVE THE PROGRESS OF THE PROJECT AT THE CLIENT'S DISPOSAL

2. I AIM TO CREATE A TYPICAL CUSTOMER PROFILE SUITABLE FOR EACH MARKET

OBJECTIVES:

GATHER INFORMATION ABOUT CUSTOMERS FOR EACH MARKET
i.e. demographic data, habits, interests, customs

ANALYSE AND SORTING OUT DATA

CREATE A TYPICAL CUSTOMER PROFILE FOR EACH MARKET
i.e. average age, special needs and disabilities, preferences, etc.

LIST THE CHARACTERISTICS OF CUSTOMER PROFILES WHICH ARE COMMON TO EACH MARKET
This list will be used to create a common profile to each market. I will call this list the typical customer profile.

LIST THE CHARACTERISTICS OF CUSTOMER PROFILES WHICH ARE UNIQUE TO EACH MARKET
This is a list that I will have to keep close when I will create the touring itineraries and the customer care recommendations. This will be called the list of particular needs.

3. I AIM TO CREATE A TYPICAL TOUR PROFILE FOR EACH THEME

OBJECTIVES:

FOR EACH THEME, CREATE A TYPICAL TOUR WITH THE MAIN FEATURES BASED ON DATA PREVIOUSLY GATHERED
I will have to identify the customer's tastes and needs from the typical customer profile and the list of particular needs previously created.
i.e. type of accommodation, type of catering (restaurants/self-service catering/...), type of transport (access for disabled people, etc.), type of attractions, extra services (see the list of particular needs).

For instance, for the itinerary about Scottish History, our customers might not be interested in visiting castles. It might be more interesting for them to visit archaeological sites or battlefields, which also are part of Scottish History.

4. I AIM TO CREATE THREE THEMED TOURING ITINERARIES

OBJECTIVES:

GATHER INFORMATION AND SORT THEM OUT BY USING THE TYPICAL CUSTOMER PROFILE

i.e. accommodation, transport, attractions, catering

The attractions/accommodation/transport/catering/etc must match the typical customer profile.

GATHER INFORMATION AND SORT THEM OUT BY USING THE LIST OF PARTICULAR NEEDS
This will allow to provide a better service. If customers have special needs (e.g. disability, require a translator, etc.), we will have to make sure the tour bring them to spaces where they will feel comfortable.

DEFINE AND DESCRIBE THE DIFFERENT FEATURES OF EACH THEME
I will justify my choices. Why do those attractions/accommodation/transport/catering/etc suit to our new customers?

CREATE AN ITINERARY FOR EACH THEME TO LINK EACH ATTRACTION/HOTEL/ETC.

SIMULATE EACH TOUR TO KNOW IF THEY ARE REALISTIC AS REGARDS TIME MANAGEMENT
If we want to provide good customer services, it is important that customers don't feel pushed to an attraction without time to fully enjoy it.

5. I AIM TO CREATE A BUSINESS REPORT ON CUSTOMER SERVICE AND MARKETING

OBJECTIVES:

GIVE AS MANY RECOMMENDATIONS AS POSSIBLE TO PROVIDE AN EXCELLENT CUSTOMER SERVICE
i.e. extra services such as emailing the customers about the weather forecast a few days before the tour, regularly check on road conditions and traffic, etc.

IDENTIFY WHAT KNOWLEDGE/SKILLS THE STAFF MUST HAVE TO MANAGE THAT KIND OF TOURS

IDENTIFY IF A STAFF TRAINING IS REQUIRED
i.e. first aid, knowledge in product and customer services, languages, etc.

IDENTIFY WHAT QUALITY ASSURANCE SCHEMES THE COMPANY SHOULD FOLLOW

IDENTIFY METHODS TO GET A FEEDBACK FROM CUSTOMERS

IDENTIFY HOW TO IMPROVE THE PRODUCTS/SERVICES IN THE FUTURE

6. I AIM TO CREATE A RISK ASSESSMENT REPORT

OBJECTIVES:

IDENTIFY IF A SPECIAL STAFF TRAINING IS NECESSARY
i.e. first aid, security training

PROVIDE RECOMMENDATIONS TO MINIMISE HAZARDS/ACCIDENTS

7. I AIM TO CREATE A PROFESSIONAL REPORT TO RESPOND TO THE CLIENT BRIEF

OBJECTIVES:

PROVIDE A RESPONSE TO EACH MAIN POINTS WHICH IS APPROPRIATE, ACCURATE AND IN SUFFICIENT DETAIL TO MEET THE CLIENT'S NEEDS

PRESENT APPROPRIATE RECOMMENDATIONS TO THE CLIENT
i.e. itineraries and programmes, business report on customer service and marketing


8. I AIM TO CREATE A REPORT OF EVALUATION OF THE PROJECT

OBJECTIVES:

REVIEW AND UPDATE THE ACTION PLAN IN LIGHT OF EXPERIENCE

DOCUMENT ANY DIFFICULTIES ENCOUNTERED OR MODIFICATION TO THE CHOSEN APPROACH DURING THE COURSE OF THE EXERCISE

IDENTIFY ANY KNOWLEDGE/SKILLS WHICH HAVE BEEN GAINED AND/OR DEVELOPED

ASSESS THE EFFECTIVENESS OF THE RESEARCH METHODS USED

INDICATE ANY WAYS IN WHICH THE CANDIDATE MIGHT APPROACH A SIMILAR TASK IN THE FUTURE

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Last edited: 2011-11-26

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