Expedia Inc. Ongoing problems, necessary capabilities and competences to improve the quality of the services it offers and impact of Kaizen and ISO 9000

This report points out and discusses the ongoing problems being currently experienced by Expedia Inc - a company leader in the provision of online travel bookings. In order to test these aspects, a small research on the customers' reviews on the website of Tripadvisor.co.uk was made. In line with the findings and the opinions of the customers of Expedia Inc, the extent to which the company has the necessary capabilities and competencies to improve the quality of the services it offers was also examined. This report likewise highlights the impact that two of the most famous quality management techniques of Kaizen and ISO 9000 will have on the company. Their advantages and disadvantages in regard to the particular situation were discussed at the end.