Shangri-La Hotels and Resorts: Achieving Service Leadership Harvard Case Solution & Analysis

Shangri-La Hotels and Resorts (SLA) owns and operates the largest chain of luxury in Asia. In 1993, the managing director admitted that there is need for a common purpose and a set of common values ‚Äč‚Äčthat bind all Shangri-La Hotels and inculcate among them the feeling that they were part of the same organization. "Shangri-La 2000" strategic plan was developed to achieve these goals. This case is a detailed account of the process of formulating "Shangri-La 2000" and it has been brought to every employee in the Kowloon Shangri-La (KSL) - one of the 38-Shangri-La Hotels. One of the main problems faced by the manager of KSL was how to interpret the performance measurements taken before and after the implementation of a strategic plan to assess its effectiveness. He also asked what he could do to keep the pace of "Shangri-La 2000" on KSL to the unfavorable operating environment caused by the economic crisis in Asia. "Hide
by Gerard Tocquer, Eva YH Kwan Source: University of Hong Kong, 23 pages. Publication Date: January 1, 2000. Prod. #: HKU061-PDF-ENG

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