12TQMワークショップ(解答編)ピンク紙で配布_E
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Transcript of 12TQMワークショップ(解答編)ピンク紙で配布_E
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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
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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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TQM Workshop_AnswersJune 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_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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TQM Workshop_AnswersJune 14, 2012
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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TQM Workshop_AnswersJune 14, 2012
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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TQM Workshop_AnswersJune 14, 2012
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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TQM Workshop_AnswersJune 14, 2012
Protection Prepare spare rooms accessible to the LAN.
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