eos Watched | Projects complet e Hotel Coopergates Revenue Decline Course-end Project 1 DESCRIPTION Sales records of the past three years of Hotel Coopergates were analyzed. On analysis, it was observed that a considerable percent of repeat sales have decreased steadily. CEO has appointed Mr. Bond, black belt personnel to revive the business. Download project details from the download section and help Mr. Bond revive the business using the DMAIC process. Cost Benefit Analysis NPV and IRR Year Cost Benefits Net Benefits 9.5% Description Annual Discount Rates which management wants 0 -$4500 $0 -$4500 Initial Project Investment 1 -$1500 $2000 $500 Returns 2 -$500 $4000 $3500 Returns 3 $0 $7000 $7000 Totals $6500 $13000 $5500 Calculate the NPV and IRR from the given data. Analyze if it is beneficial for the organization. simplylearn simplearn Attributes VOC Analysis Guest rating Importance Coopergates Comp 1 Comp 2 Comp 3 Comp 4 Wait time for check-ins 5 1 1 3 2 No shifting of guests in other 5 2 3 4 1 1 hotels Service quality 5 2 5 3 2 5 Staff friendliness 4 3 4 5 2 1 Room maintenance quality 4 4 st 3 2 1 5 Correct invoice 3 4 3 1 5 2 Competitive room rates 2 3 5 4 1 2 ? So, what should Mr. Bond do next? SETIC Customer Requirements (What) Quality Function Deployed: House of Quality Direction of Improvement O Strong OPositive X Negative Strong- Guest Rating 4 Design Requirements (How] Wait time for check-ins No shifting of guests in other hotels Service Quality Staff Friendliness Room Maintenance Quality Correct Invoice Competitive Room Rates Target Company Technical Competitor 1 Evaluation Competitor 2 Competitor 3 Competito 4 4 5 Importance (1-5) 00000Staff Training Soturare (Internal & External) O Hygiene 101 10 O Regular Room Maintenance Hotel Amenities Company 4000Competitor 1 A TO 016 n LOT AD 5 5 1(low) -5(high) 4 A A Competitor 2 Competitor 3 Competitor 4 O Absolute Importance 54 22 What are the parameters you can derive from the House of Quality? swmpile O =0 High 3 A-1 Low Industry Standards for Service Improvement L For service improvement In-house/outside guest calls to be answered within 3 rings Competitiv In-house guest request to be attended within 10 minutes Competitive Benchmarking Occupancy Rate = (No. of rooms sold/No. of rooms available)*100 Occupancy rates year-wise Hotel Coopergates Hotel 1 Industry Hotel 2 average 2014 62.20% 74.60% 75.30% 67.70% 2015 57.70% 75.10% 75.80% 69.64% 2016 51.30% 75.80% 75.60% 68.26% 2017 43.50% 76.30% 75.90% 68.67% Average 53.68% 75.45% 75.65% 68.57% Occupancy Competitive benchmark (best in class): Occupancy rate 75.65% Competitive benchmark (industry average): 68.57% Competitive Benchmarking ADR (In $)=(Net room revenue/No. of rooms sold) ADR in $ for last four quarters 2017 Ist Quarter 2017 IInd Quarter 2017 Illrd Quarter 2017 IVth Quarter 2017 Average Hotel Coopergates $47.15 $43.27 $41.76 $39.43 $42.90 Hotel A Hotel B Hotel C Industry average $365.97 $339.77 $322.43 $153.91 $366.51 $338.02 $322.76 $153.68 $365.91 $340 $321.98 $152.65 $367.01 $340.05 $322.93 $154.00 $366.35 $339.46 $322.53 $153.56 Competitive benchmark (best in class): ADR (yearly) = $366.35 Industry average: ADR (yearly) = $153.56 Target: To attain yearly ADR of $153.56 in next 18 months SIPOC SIPOC deals with every aspect of the check-in and check-out process at a hotel. The hotel's front desk helps the guests to input the required information. Upon the guests' arrival at the hotel reception, the hotel's front desk must greet the customer, check for which room they have booked, ask for the guest's details, fill the registration card, fill the arrival/departure manual register, take a photocopy of the guests' ID proofs, fill in the C form for foreign guests, allocate the room to the guest, take the guests' signatures in the register, hand over the room keys to the guests, and wish the customer a pleasant stay. Also, assign a bell boy to escort the guests to their respective rooms. Upon their departure, it is important to check the allocated rooms, guests' signature, and the guests' information, feedback, and complaints to improve customer experience. Using this data, create a SIPOC diagram and a process map.