Improving Customer Satisfaction

In: Business and Management

Submitted By JayThorne
Words 1482
Pages 6
Individual Project #4
Quality Management and Continuous Improvement
Control & Six Sigma
James Hawthorne
American InterContinental University
April 14, 2013

Abstract
This paper looks at the process mapping for the new check-in and check-out procedures, along with the new procedure for offering fresh towels and linens for guests. The cost savings and improved customer satisfaction is presented, as well as the redirection of labor costs in some unexpected areas. The team of DYKOM does make a recommendation at the end to the management team on what it will take to fully integrate the new method and process mapping.

Introduction:
The staff at DYKOM would like to thank the management team at Hotel Escargo for opening up the entire hotel operations window, and allowing DYKOM to observe and critique the hidden logistics of what it takes to provide Hotel Escargo’s level of customer satisfaction at the front desk for checking-in and checking-out valued guests, and also for the way it handles additional linen and towel requests.
In previous meetings between DYKOM and Hotel Escargo the need to change the process of checking guests in and out has been discussed and the redesign approved. The DYKOM team has provided flow charts for the improved operations in an effort to expedite guests to their rooms to relax and begin recreating. However, DYKOM has received a few correspondences from the hotel management team wanting a more detailed, but simplified breakdown of the flow charts. Therefore, DYKOM has developed process maps for the hotel management to display in key employee gathering areas to help all of these staff members to see the whole simplified picture.
Check-in:
As one may recall the critical time for checking a guest in is four minutes. Under the old process this favorable occurrence happened less than ½ of the time. DYKOM analyzed the…...

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