Untitled Document

Gagne Group

Performance Analysis Exercise
Due: 6/22/2006

Task: Working with your assigned team, find answers to the questions addressing the following scenario. Summarize your ideas in a HTML document and have a team member post that document on his or her website. Forward the link to your instructor on or before the due date.

Scenario: You've been hired by a large hotel chain to travel to their recently built hotel in Central Valley, California. The vice president in charge of personnel tells you that she's received word that house keepers at this facility have been doing a poor job.

1. The first thing you decide to do is identify various stakeholders who may have information on this performance problem. Name at least five different stakeholders who may be included in a performance analysis, and list a question you may want to ask each person.

Stake Holder Analysis
Stake Holder	Questions to ask
1. Vice President	Who told you the house keepers were doing a poor job? What do you consider poor? How will you know there has been improvement made? Have quality standards been set, shared, and reviewed on a regular schedule? Are your customers satisfied with the staff performance? What is causing a gap between an ideal work performance and the actual performance?
2. Housekeeping Manager	Have quality standards been set, shared, and reviewed on a regular schedule? Are your customers satisfied with the staff performance? What is causing a gap between an ideal work performance and the actual performance? What experience do your housekeepers have? What are your housekeepers paid? What is your turnover rate? Do the actions of the staff align with the desired results mgt. is looking for? If not, why not? Has a desired performance expectation been committed to by the staff?
3. Housekeeper	What tools do you have to clean the hotel? Are the tools adequate? Are you given enough time to clean each room? Were you given specific instructions on how this chain likes to have the rooms cleaned? Is there anything you need to do you job that you don’t have or wish you had to do your job better? Can you think of an area for possible improvement?
4. Customer	Are you happy with the cleanliness of the hotel? What areas of housekeeping would you like to see improved upon? Are you satisfied with your visit? Is there anything we can do to improve your next visit?
5. Purchasing Agent	Do you have any difficulties purchasing cleaning supplies for your housekeepers? Do you have an adequate budget for cleaning supplies? Have any vendors made suggestions or recommendations for new products or purchases that would make it easier or improve the hotel housekeeping duties?

2. List at least three kinds of extant data you may find that could provide information into this performance problem.

Extant Data Analysis
Extant Data	What you hope to find
1. Housekeeper performance reviews	Poor performance reviews
2. Housekeeper Feedback Survey Info	Possible indicators driving poor performance
3. Customer satisfaction surveys	Tangible evidence of dissatisfed customers
4. Performance Plan or Policy Manual Info	Loosely defined objectives. Lack of quantifiable or specific performance standards
5. Housekeeper schedules/rooms attended to Info	Find a correlation between certain housekeepers and dissatisfied customers
6. Daily Housekeeping Metrics Info	How many rooms cleaned per housekeeper
7. Hotel chain performance reviews from other hotels Info	Compare this hotel to others in the chain for a correlation
8. Daily Housekeeping Health Dept Inspection Reports Info	Compliance reporting/standing
9. Hotel internal quality audit	How fast and complete are rooms, areas, and duties attended to per housekeeper

3. Describe a set of three, hypothetically optimal and actual attributes for this performance problem.

Optimal vs actual Analysis
Optimal ("Ought")	Actual ("Is")
1. No smudges on bathroom fixtures	Greasy smudges on all bathroom fixtures
2. Clean furnished rooms as advertised with fresh linens on well made beds	Untidy rooms lacking standard furnishings.
3. Floor looks freshly vacuumed with no crumbs	Crumbs all over the floor
4. Spotless common areas	Empty plastic bottles, or styrofoam containers left behind.
5. No leftover newspapers on the desk	Old newspapers left on the desk
6. Polite/Courteous contact between staff & guests	Apathetic or discourteous staff remarks between staff & guests

4. For each of the proceeding three sets of performances, list what you believe to be the dominant barrier, and recommend a solution to help overcome each barrier.

Barrier vs Solution Analysis
Optimal condition prevented by Barrier	Proposed Solution(s)
1. No smudges on bathroom fixtures; prevented by dirty cleaning rags	Daily check to ensure clean rags go out on the cleaning carts
2. Clean furnished rooms as advertised with fresh linens on well made beds; prevented by Haphazard approach to housekeeping	Document housecleaning process for each type of room
3. floor looks freshly vacuumed with no crumbs; prevented by vacuum cleaners too heavy/cumbersome for cleaning staff	Purchase Dyson vacuums for each floor
4. Spotless common areas; prevented by No shared responsibility for entire hotel	Publish and agree upon cleanliness standard for every area
5. no leftover newspapers on the desk; prevented by cleaners don't know to remove old newspapers	Train staff to recognize and remove newspapers Give them a checklist
6. Polite/Courteous contact between staff & guests; prevented by Little recognition of ideal housekeeping performance	Communication meeting for mgt to stress the tie-in between customers positive perception of housekeeping and increased customer satisfaction