Case | HBS Case Collection | July 1991 (Revised May 1993)

Fairfield Inn (B)

by James L. Heskett

Abstract

The manager of a Fairfield Inn located near a family entertainment center is requesting special consideration for a falling quality rating caused, in his opinion, by unusually high occupancy rates at his unit. The case raises questions about quality measurement, control, and the consistency of an operating strategy.

Keywords: Entertainment; Measurement and Metrics; Performance Consistency; Quality; Strategy; Accommodations Industry;

Citation:

Heskett, James L. "Fairfield Inn (B)." Harvard Business School Case 692-005, July 1991. (Revised May 1993.)