Course: Operations Management Hotel Complaints A luxury hotel has been receiving a lot of complaints from guests recently. The manager worries that if these complaints continue, the hotel will start to lose clients. Therefore, you have been hired as a consultant to correct the problem(s). A list of the major complaints by week for the last month is as follows: Complaint Number of Occurrences Week 1 Error on bill 10 Room not ready at check-in 8 Room service delivery late 3 Longline at check-out 10 Week 2 Error on bill 12 Noise in hallway 2 Longline at check-out 5 Room dirty 10 Week 3 Not enough towels in room 5 Error on bill 7 Room service delivery late 6 Not enough close-up parking 2 Week 4 Room dirty 7 Error on bill 9 Room not ready at check-in 10 Longline at check-in 9 You have decided to use a few of the “Tools of Quality” to present your finding to hotel management. 1. Develop a Cause and Effect diagram (fishbone) for the most occurring complaint. Show possible causes of the major defect in each category. Identify the four branches of the diagram as follows: office staff, maintenance staff, hotel equipment, hotel technology. 2. Make a recommendation that will correct the major complaint
Course: Operations Management
Hotel Complaints
A luxury hotel has been receiving a lot of complaints from guests recently. The manager worries that if these complaints continue, the hotel will start to lose clients. Therefore, you have been hired as a consultant to correct the problem(s). A list of the major complaints by week for the last month is as follows:
Complaint Number of Occurrences
Week 1
Error on bill 10
Room not ready at check-in 8
Room service delivery late 3
Longline at check-out 10
Week 2
Error on bill 12
Noise in hallway 2
Longline at check-out 5
Room dirty 10
Week 3
Not enough towels in room 5
Error on bill 7
Room service delivery late 6
Not enough close-up parking 2
Week 4
Room dirty 7
Error on bill 9
Room not ready at check-in 10
Longline at check-in 9
You have decided to use a few of the “Tools of Quality” to present your finding to hotel management.
1. Develop a Cause and Effect diagram (fishbone) for the most occurring complaint. Show possible causes of the major defect in each category. Identify the four branches of the diagram as follows: office staff, maintenance staff, hotel equipment, hotel technology.
2. Make a recommendation that will correct the major complaint
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