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2- Quality and Performance at the Premier Hotel Bristol

ISM4431 Business Process Management Systems

The Bristol Hotel in Warsaw, Poland has one of the highest standards in hospitality. At the Bristol Hotel, processes and programs are driven their six-sigma organization. The organization consist of several in training green belt and black belt trained operations staff. Understanding customer needs is essential at the Bristol Hotel. The Bristol staff collects data from customers on its Guest Experience Index survey. The survey covers all department guests come into contact during their reservation, interaction with the Bristol and during their stay. To increase its scores on problem resolution, The Bristol Hotel launched a program called Excellence in Service program. To define the process and the problem, the hotel employed the six-sigma team to model the process using Define, Measure, Analyze and Improve and control (DMAIC) methodology. The team collected and analyzed survey information. The results indicated three areas that needed improvement. These were speed, efficiency, and customer service. The data collected were analyzed to study and verify process compliance. Their goal was to ensure customer issues were resolved in 10 minutes. Pareto charts and other techniques were used in the analysis.

QUESTION:

2- How does the Bristol Hotel avoid the four costs of quality? What are these costs?