Hotel Industry Approach 1. Identify the critical processes with prime focus on Guest Satisfaction. 2.

Since hospitality industry processes operate across various functions, use the concepts of internal customer also in addition to external customer as required by ISO. In this context, each internal customer to define his/her expectations from the previous supplier in terms of Quality and Service requirements. This will be reflected in the various related Process Flow Charts. 3. Management reviews will be at multiple level and frequency will be higher as compared to the Manufacturing industry. This is due to the fact that transaction level is much higher as compared to the normal industry. 4. Instead of descriptive SOPs and WIs, have pictorial SOPs and WIs for house keeping and other functions. 5. Institute Kaizen, suggestion schemes and cost saving projects for enabling employee involvement 6. Define competency satisfaction requirements with focus on Guest

7. Introduce mock exercises for ensuring that the systems are implemented in letter and spirits 8. Defining norms w.r.t Health, Safety and Environment

Benefits Increased employee and guest satisfaction Cost savings Consistency in operations 1. More focus on effectiveness rather than documentation 2. Marketing tool, since not many in this industry are certified

Education Approach 1. Involvement of teaching development of system. and administrative staffs in

2. Wherever feasible and required, involve students and parents also in system development and implementation 3. View students and parents as customer 4. Define stretch targets for results of the student and link this with the teachers competency 5. Introduce the concept of making students better citizen for tomorrow by imparting practical knowledge and making them aware of various statutory and regulatory requirement 6. Introduce audits improvement by parents leading to continuous

7. Introduce system satisfaction level

of

measuring

Parents

and

students

Benefits Better results in the academic and sports area Harmonious relations between teaching staff, students and parents 1. School can command premium based on result orientation