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TQM Workshop_AnswersJune 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 non-

smoking, 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]

DateReceived

Date ofStay

Name Phone Number Room Type Smoking/Non-Smoking Requestfor LAN

Number ofVacantRooms

Single Twin Suite SmokingRoom

Non-SmokingRoom

4/15 5/10 Mr. A 080-1234-

9876

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.

DateReceived

Date ofStay

Name Phone Number Room Type Smoking/Non-Smoking Requestfor LAN

Number ofVacantRooms

Single Twin Suite Smoking Non-Smoking

4/16 5/10 Mr. A 080-1234-9876 9

4/16 5/13 Mr. A 080-1234-9876 4

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 correctionsregarding 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

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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

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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_AnswersJune 14, 2012

2. Compare the procedures defined and incorrect procedures. (PFC)

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Reservation by calling Transfer the call

Reservation desk

Application for reservation

Front deskGuest

Confirm the information of the reservation

Application for reservation PC entry

Vacant status

Reservation requests

Change of reservation Change of reservation

Date of stayChange of date of

stayDeliver the changes by memo

Addition ofLAN access

Change of LAN

access

Addition of

LAN access

Enter the changes on PC

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3. Visualize failure mode. (POAM)

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[C]

Things

Information

Works

: PC entry screen (date of stay): PC entry screen (LAN access)

: Memo (Date for stay, LAN access): Legibility of the memo

: 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 ofreservation: (Change: date for stay): (Addition: LAN access)

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4. Prepare possible failure mode. (FMEA)

Large category Medium category Small category Possibilit

y of

occurren

ce

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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5. ERROR PROOF

Principles of foolproof methods Examples of methods

Elimination Elimination of works Divisional work shifted to cell work (Ex. Integration of works)

Elimination of risks Eliminate things that easily get confused from work sites.

Substitution Automation Remove human involvement.

Support system For example, the quantity controlling system. (Ex. Preparation of

necessary number of parts)

Simplification Sharing in common/

centralization

Take time individually for checking. (Ex. Separately conduct work

related to processing and checking.)

Specialization/individualizati

on

Clearly classify similar things. (Ex. Classification by colors)

Conformity Establish legible standards. (photos, flow charts)

Detection of

abnormal status

Record of motions Utilize check sheet and such.

Control of motions Use exclusive drivers.

Results confirmation Classify parts by adopting a barcode system. (Ex. Pressure test)

Impact alleviation Redundancy Increase the number of checks by double checking and such.

Fail safe Use torque wrench. (Ex. Use drivers with counter)

Protection Increase the intensity of products. (Ex. Design for preventing them

from being damaged when dropped)

Principles of foolproof methods Measures considered Effects Costs Imple-mentation

Total

Elimination Elimination of works Deploy reservation personnel during the night.

Elimination of risks All rooms should have access to the LAN.

Substitution Automation Outsource the operation to the reservation center.

Support system Enable the making of reservations and changes

through the Internet.Simplification Sharing in

common/centralization

Front desk is trained so as to become capable of

handling reservations and changes.

Specialization/

individualization

Enter the date and time on the PC when changes

are made.

Conformity Prepare a fixed format for a memo.

Detection of

abnormal status

Record of motions Make a checklist of the changes on reservations.

Control of motions Reservations and changes become effective upon

entering all items on the PC.

Results confirmation Put check marks on the changed items on the PC.

Impact alleviation Redundancy A chief confirms the memo and delivers it to thereservation desk.

Fail safe Confirm changes by repeating them when

receiving them from guests.

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Protection Prepare spare rooms accessible to the LAN.

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