Quality Tools (IP-Unit3) - Research Paper Example

These delays can be avoided if a standard procedure is followed. The current check in and check out procedures lack a few essential steps required in the standard procedure. These steps although are small, yet they are very effective in terms of customer satisfaction. These missing steps are the confirmations of certain pieces of information at check-in and check-out. The standard procedure for check-in and check-out takes less time than the time required for the Hotel’s current check-in and check-out procedures.

So it would be wise to align the Hotel’s procedures with the standard procedures. Apart from this other services the hotel need to be reviewed as well. These services include room service, newspaper delivery, automated teller machine (ATM), baggage storage, beverage area, complimentary concierge desk, elevators, gift shop, laundry/valet service, local area transportation, lounge, luggage hold, multi-lingual staff, news stand, safety deposit box, shoe shine stand, tour desk, audio/visual equipment rental, business center, express mail, fax According to the fish bone diagram, inefficient service can have several causes.

These causes mainly revolve around the check-in and check-out procedures and customer service front desk. The fourth major contributor is other services which are in dire need of attention since they have not been functioning up to the standard. It is required that the hotel manages its services in accordance with the standard procedures to gain customer satisfaction. Following are the graphs based on the check-in and check-out data collected on 31st july of this year. The horizontal axis represents individual guests while the vertical axis represents the time taken in dealing with these guests.

The ideal time has been mentioned earlier for both procedures and the variances above the ideal time are clearly