Weakness:

Despite Harrahs tremendous strengths, their plan wasnt success gaining high level customer satisfaction. Harrahs kept raising the bar on their customers expectation, but unfortunately their employee couldnt keep up with that high standard of expectation, therefore, failing the targeted results. Causing a breach in term of psychological way to Harrahs employees and lowering down their motivation, as many of them didnt receive the incentive payout as promised by the managers despite that the employees made their part of the bargain by working hard and continuous hours. Another weakness of Harrahs the gain sharing program that its not tied to the company operating income, any strategic plan should tied to the companys bottom line i.e. of the company is not earning much revenue through the gain sharing program eventually it will invalidates the merit of such program. In this case Harrahs increasing the overall customer service failed to increase the company bottom line.

Recommendations:
It would be recommended if Harrahs start to develop another non-monetary ways of recognition for their excellent employees by giving them some of non-monetary rewards to keep the employees motivated especially that they achieve what they have been told to do in terms of customer satisfaction metrics, but maybe they missed it by slightly short margin. The gain sharing program should be tied up to the bottom line of the company, by measuring the effectiveness of the gain sharing program and comparing it with its operating income. Another thing that would make the employees more motivated is by setting a target of customer satisfaction this way the employee would feel pleased if they reach their target of customer satisfaction and make them feel some sense of accomplishment thus less turnover and more revenue.