Management and Organizational Studies 4471A/B Lecture Notes - Lecture 3: Mystery Shopping, Cost Accounting, Job Design

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Everything in RED in what we covered in class
Case 5: Bellagio
Issues
Difficult to control games area – i.e, Blackjack tables
Uncollected A/R from Asia – less profits – policies?
Better screening, a multi casino network – casino wide alert system –
employee management
Lack of performance measures ®
Cash control - tracking
Personnel – switches tables games
Tightness of control
Background
Large organization - #1 casino
Well paid employees, low turnover
High cash based
Management has incentives
Controls on clothing
Many surveillance systems
Mystery shoppers
Customer credit risks (customer experience)
Stakeholders (list 4 or 5 key stakeholders for midterm)
Patrons
Employees
Brinks trucks
Shareholders
Ect. A lot
KSF
Quality of service – reputation
Cost control
Segregation of duties
Hiring the right ppl
Cash accountability
Constant monitoring
High degree of standardization
Customer relations
Current MCS
Analysis
Things that can go wrong at a blackjack table)
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