TQM Workshop_Answers June 14, 2012 1.

Case examples (Reception of reservations at hotels) *Procedures for handling calls for reservation 1. Reception of a call for reservation: The front desk who receives the call transfers it to the reservation desk. 2. Reception of reservation: The reservation desk makes a reservation confirming the following information and makes the entry on the PC. [Date of stay, name, contact information (telephone number), grade of room, smoking or nonsmoking, and necessity of LAN access] 3. Reception of reservation on the day: Make sure to have the guests name and information of reservation and hand the room key to a valet, having him escort the guest. *Case actually occurred. 1. At 3 pm on April 15, Mr. B, who worked as a receptionist at the front desk, answered a phone call from a guest, Mr. A, and transferred the call to Mr. C, who worked as a receptionist at the reservation desk. 2. Mr. C at the reservation desk confirmed the following information and entered it on the reservation PC. [May 10, Mr. A, telephone number, single room, non-smoking, LAN not required] <<Screen of the PC with data entered by Mr. C>>
Date Received 4/15 Date of Stay 5/10 Name Phone Number Single Mr. A 080-12349876 Room Type Twin Suite Smoking/Non-Smoking Smoking Non-Smoking Room Room Request for LAN Number of Vacant Rooms 8

3. At 11 pm on April 16, Mr. D, who was a receptionist at the front desk, received another phone call from Mr. A, who wanted to change the date of stay from May 10 to May 13 and wanted to add LAN access to his reservation. At that time, however, no receptionist at the reservation desk was available, so Mr. D changed the date of stay on the machine himself, and he also left a memo about the phone call as he did not know how to register the request for LAN access. <<Screen of the PC with data entered by Mr. D>>
Date Received 4/16 4/16 Date of Stay 5/10 5/13 Name Phone Number Single Mr. A Mr. A 080-1234-9876 080-1234-9876 Room Type Twin Suite Smoking/Non-Smoking Smoking NonSmoking Request for LAN Number of Vacant Rooms 9 4

<<Memo to Mr. C from Mr. D>>

To Mr. C On April 16, there was a request for a reservation change from Mr. A. Please check his reservation that I changed on the PC. [May 13, Mr. A, Tel. No., Single, Non-smoking, LAN required] D received at 11pm on April 16

4. At 8 am on April 17, Mr. C found Mr. Ds memo and checked that the date of stay had been changed on the PC; therefore, he thought that the request had been taken care of and did not make any corrections regarding the additional request for the LAN access. 5. When the guest Mr. A checked in on May 13, he found that the LAN was not accessible and made a 1/7

TQM Workshop_Answers June 14, 2012 complaint about the situation. (On that day, rooms with access to the LAN were full; therefore, the hotel gave him a discount on the accommodation fee instead. The guest has never used the hotel since then.)

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TQM Workshop_Answers June 14, 2012 2. Compare the procedures defined and incorrect procedures. (PFC)

Guest Reservation by calling Reservation requests

Front desk Transfer the call

Reservation desk

Application for reservation

Confirm the information of the reservation

Vacant status PC entry

Application for reservation Change of reservation

Change of date of stay

Change of reservation

Date of stay

Deliver the changes by memo Enter the changes on PC

Change of LAN access

Addition of LAN access

Addition of LAN access

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TQM Workshop_Answers June 14, 2012 3. Visualize failure mode. (POAM) : PC entry screen (date of stay) : PC entry screen (LAN access) : Memo (Date for stay, LAN access) : Legibility of the memo

Things

Information Works [C] : Information of changes from [A] (Date of stay, LAN access) : Information from [D] (No entry on the PC of the additional request for LAN access) Additional entry of information of reservation : (Change: date for stay) : (Addition: LAN access)

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TQM Workshop_Answers June 14, 2012 4. Prepare possible failure mode. (FMEA)

Large category

Medium category

Small category

Possibilit y ce of occurren

Simplicity of detection

Severity of impact

Make an incorrect entry on the PC when changing the information of the reservation.

Incorrectly receive requests.

Reservation desk makes mistakes. Front desk incorrectly receives requests. The requests are incorrectly delivered from the reservation desk to the front desk.

Incorrectly enter requests on the PC.

Reservation desk incorrectly enters requests on the PC. Front desk incorrectly enters requests on the PC. The reservation desk fails to confirm the requests entered by the front desk on the PC.

Mistakes made by guests

Guests get confused.

Person in charge

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TQM Workshop_Answers June 14, 2012 5. ERROR PROOF Principles of foolproof methods
Elimination Elimination of works Elimination of risks Substitution Automation Support system

Examples of methods
Divisional work shifted to cell work (Ex. Integration of works) Eliminate things that easily get confused from work sites. Remove human involvement. For example, the quantity controlling system. (Ex. Preparation of necessary number of parts)

Simplification

Sharing in common/ centralization Specialization/individualizati on Conformity

Take time individually for checking. (Ex. Separately conduct work related to processing and checking.) Clearly classify similar things. (Ex. Classification by colors)

Establish legible standards. (photos, flow charts) Utilize check sheet and such. Use exclusive drivers. Classify parts by adopting a barcode system. (Ex. Pressure test) Increase the number of checks by double checking and such. Use torque wrench. (Ex. Use drivers with counter) Increase the intensity of products. (Ex. Design for preventing them from being damaged when dropped)
Implementation

Detection of abnormal status

Record of motions Control of motions Results confirmation

Impact alleviation

Redundancy Fail safe Protection

Principles of foolproof methods Elimination Elimination of works Elimination of risks Substitution Automation Support system Simplification Sharing in common/centralization Specialization/ individualization Conformity Detection of abnormal status Record of motions Control of motions Results confirmation Impact alleviation Redundancy Fail safe

Measures considered Deploy reservation personnel during the night. All rooms should have access to the LAN. Outsource the operation to the reservation center. Enable the making of reservations and changes through the Internet. Front desk is trained so as to become capable of handling reservations and changes. Enter the date and time on the PC when changes are made. Prepare a fixed format for a memo. Make a checklist of the changes on reservations. Reservations and changes become effective upon entering all items on the PC. Put check marks on the changed items on the PC. A chief confirms the memo and delivers it to the reservation desk. Confirm changes by repeating them when receiving them from guests.

Effects

Costs

Total

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TQM Workshop_Answers June 14, 2012

Protection Prepare spare rooms accessible to the LAN.

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