BE 1502 HEALTH, SAFETY AND WELFARE

ACKNOWLEDGEMENTFirst of all we would like to thank Mr. Indunil Senevirathna, Head of the Department for granting us permission to obtain relevant information regarding our project. We hear by like to pay our gratitude to our dear lecturers Mr. Kanishka Perera and Ms. Damitha Rajini for initiating and encouraging us by giving many advices about this project. We are indeed thankful to Mr. Nayantha Pandith, the Human Resources Manager of Mount Lavinia Hotel who provided us information related to the Course Work.Finally, we would like to thank all the other personnel who were not mentioned above for giving their kind cooperation to make this project a success.

TABLE OF CONTENTSiiList of tables

TABLE OF FIGURESiiINTRODUCTION11DOCUMENTATION MANAGEMENT21.1WHAT IS DOCUMENTATION MANAGEMENT21.2THE ELEMENTS OF A DOCUMENT MANAGEMENT SYSTEM31.3THE PLANNING PROCESS31.4DOCUMENT MANAGEMENT PROCESS51.5IMPORTANCE OF DOCUMENTS MANAGEMENT61.6INTERNATIONAL MANAGEMENT SYSTEM STANDARDS AND THE REQUIREMENTS FOR DOCUMENTS MANAGEMENT72Identification of key business and support processes92.1OVERVIEW OF THE MOUNT LAVINIA HOTEL92.2Process maps with the interaction of business and suppoert processes112.3Internal flow diagrams of key business process with departmental interaction163identification of CURRENT DOCUMENTation PRACTICE193.1Duties of Responsible parties193.2PROCESS OF HANDLING DOCUMETS IN HOTEL203.3Procedure for Approval of Documents213.4Human Resource Department213.5Engineering Department233.6Housekeeping Department253.7Food and Beverage Department263.8Purchasing Department263.9Security Department273.10Finance Department283.11 current documentation practice standards in Mount Lavinia Hotel283.12 ROLE OF FACILITIES MANAGER IN DOCUMENTATION MANAGEMENT323.13 FACILITIES MANAGEMENT RELATED DOCUMENTS334ISSUES IN THE EXISTING DOCUMENTation MANAGEMENT SYSTEM OF HOTEL AND SUGGESTIONS FOR IMPROVEMENTS364.1Issues in the internal and external communication of the organization364.2Loss the Organizational Memory and History374.3Improper Standardization of the Business Process374.4Disturbance for the Continual Improvement of the Business Process Re-Engineering384.5Wasting the employee WORKING TIMES384.6Difficulties in management decision making384.7Loss of documents394.8BENEFITS OF MANAGING DOCUMENTS ACCORDING TO A PROPER DOCUMENTS MANAGEMENT SYSTEM394.9Identification of NON VALUE ADDED EXCESSIVE DOCUMENTS414.10 Important NON AVAILABLE DOCUMENTS RELATED TO FACILITIES MANAGEMENT42Conclusions44references45

List of tables

162.1-Internal flow diagram for recreation-swimming

2.2-Internal flow diagram for Sales and Marketing162.3-Internal flow diagram for house keeping172.4-Internal flow diagram for Food and Beverage sale18

TABLE OF FIGURES

112.1-process map for guest in house accommodation

2.2-process map for functions132.3-process map for the journey of the customer through a hotel15

INTRODUCTIONDocumentation management is one of the oldest of the content management disciplines and was essentially born out of the need to manage ever growing amounts of information being created within organizations. In a world where only hardcopy information existed, there was always a physical limit to the amount of information that could be stored and retrieved.Documentation management is the method of handling documents in such a technique. It is assist to create information, shared, organized and stored efficiently and appropriately. Also it is accommodating to store documents in an organized and secure way that still allows documents to be found easily. Documentation Management is controls the life cycle of documents in the organization including how they are created, reviewed, published, and consumed, and how they are ultimately disposed of or retained. Although the term "management" implies control of information from the top of the organization, an effective documentation management system should reflect the culture of the organization that is using it.This report focuses on the existing documentation management system of Mount Lavinia hotel. The first chapter provides an overview of the documentation management practice of the industry and international standards. Second chapter identifies the key business and support processes of the hotel with graphical representations. The current documentation management practice of Mount Lavinia hotel is illustrated in third chapter and demonstrates the importance of facilities manager in documentation management of an organisation. Fourth chapter analyses the issues regarding current documentation practice of the hotel and propose recommendations in regard to best practices. 1 DOCUMENTATION MANAGEMENT

1.1 WHAT IS DOCUMENTATION MANAGEMENT

Document management is one of the oldest of the content management disciplines and was essentially born out of the need to manage ever growing amounts of information being created within organizations. Document management controls the life cycle of documents in the organizationby how they are created, reviewed, and published, and how they are ultimately disposed of or retained.

Businesses and other organizations, as well as individuals that handle a great deal of information, need document management systems to file, secure, retrieve and share that information. Document management is an organized system that methodically processes, stores and recovers documents and the data within them. For hard copy or paper documents, the process may simply be referred to as a filing system.

Document management systems (DMS) are designed from the ground up to assist entire organizations seeking to manage the creation, storage, retrieval and expiry of information stored as documents. DMS revolves around a centralized repository that is used to manage the storage of any type of information that could be of value to an organization - and protect the same against loss.

A compliant records management program is necessary for organizations to proactively and progressively manage all data, media and information. As the number of laws and severity of punishment governing records management continues to increase, it becomes even more paramount that organizations follow best practices for proper records management. Organizations need to demonstrate good faith intentions to follow these best practices consistently and accurately. Review, audit and improve program continuously.1.2 THE ELEMENTS OF A DOCUMENT MANAGEMENT SYSTEM

An effective document management solution specifies; What types of documents and other content can be created within an organization.

What template to use for each type of document.

What metadata to provide for each type of document.

Where to store a document at each stage of its life cycle.

How to control access to a document at each stage of its life cycle.

How to move documents within the organization as team members contribute to the documents' creation, review, approval, publication, and disposition.

What policies to apply to documents so that document-related actions are audited, documents are retained or disposed of properly, and content that is important to the organization is protected.

Whether a document has to be converted from one format to another as it moves through the stages of its life cycle.

How documents are treated as corporate records, which must be retained according to legal requirements and corporate guidelines.1.3 THE PLANNING PROCESS

The document management planning process consists of the following major steps;1.3.1 Identify document management rolesEnsure that the plans incorporate the feedback of the organization's key stakeholders, that have the right team in place to implement the solution, and that they know who will participate in document management processes.

1.3.2 Analyze document usageAfter identify who works on documents, determine the types of documents they work on and how they use them.1.3.3 Plan the organization of documentsOrganization can organize documents in site collections, sites, and libraries. And also it help to organize and store documents, from specialized sites such as the Records Repository to loosely structured document libraries for quick document creation and collaboration. Within a library, organization can further organize content into folders and subfolders.

1.3.4 Plan how content moves between locationsIt might be necessary to move or copy a document from one site or library to another at different stages of its life cycle. For example, the publishing process might include moving a document from a staging site to a public Internet site. If content has to be converted from one format to another as it moves from site to site, organization will also want to plan content conversions.

1.3.5 Plan content typesUse content types to organize information about types of documents, such as metadata, document templates, policies, and workflow processes. This is an essential step to help to organize their documents and enforce consistency across the organization. 1.3.6 Plan workflows

When organization plan workflows for your organization, they can control and track how documents move from one team member to another as each participant collaborates in a document's life cycle. It includes workflows for common team tasks such as reviewing and approving documents. And also supports creating and installing custom workflows. 1.3.7 Plan content controlOrganization can plan the appropriate degree of control based on content type or storage location. For example, for a document library organization can plan to require check-in and check-out and to protect documents from unauthorized distribution by using Information Rights Management.

1.3.8 Plan policiesFor each content type, plan information management policies to ensure that documents are properly audited, retained, labelled, and otherwise handled according to the organization's institutional and legal requirements.

1.4 DOCUMENT MANAGEMENT PROCESS

The Document Management Process regulates the entire lifecycle of every document created within that process, and is comprised of the following six sub-processes.1.4.1 Creation

In Document Management Process, a document must be created if a process is identified which does not have current documentation. The process of creation ensures that the document is created according to the standards.1.4.2 Approval

After the creation stage, the document can use for review. The document is reviewed by the selected person to ensure its accuracy and whether it meets the standards of the Document Management Process. If not, the document is returned to the Author for modification and correction. Once the selected person is satisfied that the document is accurate and follows document standards and conventions, the document must be approved by both the selected person and the relevant Manager of the organization.

1.4.3 PublicationThe process of publishing ensures that approved documents contain accurate and that only the most recent version of any document is available for access and use in the organization.

1.4.4 Maintenance

All documents are allocated a review period of not more than one year. In addition, all staffs are required to notify a responsible person where an inaccuracy or problem is identified in an approved document, and the responsible person must then initiate an update of the document.

1.4.5 Archive

Within organization, the majority of documents stored in the Documentation Framework Site on Index relate to the provisioning of current services, systems, and processes. In many instances, the implementation of new versions negates the need to retain outdated version documentation. The disposal schedules outlined by organization archives for the general retention and disposal of administrative records appear to provide guidance at the organizational level not the departmental level. 1.4.6 Destruction

If a document does not require archiving, it will be destroyed either when a new version is created or updated, or when the top management advises that the document is no longer required. 1.5 IMPORTANCE OF DOCUMENTS MANAGEMENTOrganizations need to comply with much law making it increasingly important to manage documents and archive them in a proper fashion. The compliance strategies that organizations have developed are the main reason for the proper management of all organizational documents.

All documents generated by organization personnel, such as e-mails, word documents, PowerPoint presentations and faxes, must be carefully recorded, archived and available when needed. Systems selected to aid in document management have to be secure to ensuring proper control over the use of sensitive data, but must also make sure that users are not made to wait very long for important documents that they need. The users must find the system easy to use and navigate. Auditability, or leaving a traceable paper trail, and archiving are other important features to look for in a document management system.

When required documents are easily available to users in real time, the work processes is enhanced. It makes it possible to make informed decisions and prepare documents in compliance with all regulations and factors that govern them. If companies must not only employ an effective system to manage all its documents, they must hire qualified and experienced personnel to monitor the effectiveness of these document management systems.1.6 INTERNATIONAL MANAGEMENT SYSTEM STANDARDS AND THE REQUIREMENTS FOR DOCUMENTS MANAGEMENT

To face the competition of the modern market it is important to having a set of widely accepted specifications or best practices to enhance the effectiveness and efficiency of the organizations. Such systems called standards and implement it in an organization called standardization. Organizations standards are developed by experts often based on consensus and sponsored by recognized standards development organizations. The purpose of a standard is to provide a framework for organizational effectiveness, to assure consistency in products and services delivered to customers increase customer satisfaction ISO certification is often supposed to lead to improvements in the performance of organizations.Increasing competition has led to a focus on quality as a source of competitive advantage in the global marketplace. This focus on quality has led to the codification of the ISO 9000 ISO 9000 and ISO 9001:2008. This series of standards allows organizations to register their quality systems, which results in an assurance that the organization can perform according to the quality specifications designated in a contract. Even documentation control and management must to get and maintain ISO certification.

There are eight quality management principles on which the quality management system standards of the ISO 9000:2000 and ISO 9000:2008 series are based as follows,

Customer focus

Leadership

Involvement of people

Process approach

System approach to management

Continual improvement

Factual approach to decision making

Mutually beneficial supplier relationships

These principles can be used by senior management as a framework to guide their organizations towards improved performance. The following Clauses of various International Management System Standards specify the document control requirements that should be fulfilled in implementing those standards in an organization.

1. Quality Management System: Standard ISO 9001:2008 - Clause 4.2.3 Control of documents.

2. Health and Safety Management System: Standards AS/NZS 4801:2001 and OHSAS 18001: 2007 - Clause 4.4.5 Control of document

3. Environmental Management System : Standard ISO 14001:2004 - Clause 4.4.5 Document Control

4. Food Safety Management System : Standards ISO 22000:2005: Clause 4.2.2 control of documents

5. Information Security Management System : Standards ISO 27001:2005: Clause 4.3.2 control of documents6. Automotive Quality Management System: standard ISO/TS 16949:2002: Clause 4.2.3 control of documents (including engineering specifications)

2 Identification of key business and support processes2.1 OVERVIEW OF THE MOUNT LAVINIA HOTEL

The Mount Lavinia Hotel is one of the oldest best hotel in Sri Lanka. It is a four star hotel and 1 Km from Mount Lavinia town and 13 Km from Colombo and it is engaged in the business of hotelier since 1877, the Mount Lavinia Hotel is located on a stunning promontory overlooking the Indian Ocean.

The Mount Lavinia Hotel offers you the very best of modern facilities blended with a magical touch of antiquity. This enchanting British Colonial heritage hotel, located on a breathtaking beachfront, is a living legacy to the secret love story between the British Governor General of Ceylon, Sir Thomas Maitland, and the beautiful mestizo dancer, Lavinia.The mansion, with its white columns, polished wooden floors, intricately- carved wood ceilings and wide windows open to the ocean breezes, is still popular for lovers. With extensive beach frontage, a tropical bar on the beach, four restaurants (including a superb seafood restaurant) and a terrace bar, you will have a good choice of quality food and drink. The swimming pool and Ayurveda Centre are ideal places to relax and enjoy.2.1.1 FACILITIES OF THE MOUNT LAVINIA HOTEL

The Mount Lavinia hotel is provided as following services for satisfy the guest. 24 hrs room service

Laundry service Indoor and outdoor bars and dining facilities

Seafood restaurant on the beach

Swimming pool with kiddies pool

Banquet and conference facilities

Beauty Salon

Business Centre

Foreign currency exchange

24-hour Travel Desk

Flight ticket reconfirmation service

Shopping arcade Sports facilities Security service Break down of room categories

Bay wing

Governors Wing

Sea and Garden Wing

And also there are available in such room types.

Suite Rooms Inter Connecting Rooms Non Smokers Rooms2.2 Process maps with the interaction of business and suppoert processes

2.2.1 PROCESS MAP FOR Guest in house accommodation

A-Reservation Desk

B-Bell Desk

C-Front Office

D-House Keeping Department

E-Engineering Department

F-Gymnasium

G-Swimming pool

H-Sports

I-SpaJ-All other Recreational Activities

K-Food and Beverage

L-Kitchen

M-Account Department

N-Stores

O-Cashier

2.2.2 PROCESS MAP FOR FunctionS

A-Front Office

B-Banquet Office

C-House Keeping Department

D-Engineering Department

E-Food and Beverage

F-Kitchen

G-Bell Desk

2.2.3 Process map for the Journey of the Customer through a Hotel

Front Line

StaffBackground Process

2.3 Internal flow diagrams of key business process with departmental interaction

2.3.1 Recreation Swimming2.1-Internal flow diagram for recreation-swimming

2.3.2 Sales and Marketing2.2-Internal flow diagram for Sales and Marketing

2.3.3 House Keeping2.3-Internal flow diagram for house keeping

2.3.4 Food and Beverage Sale2.4-Internal flow diagram for Food and Beverage sale

3 identification of CURRENT DOCUMENTation PRACTICEDocuments management is vital role in enhance the organization efficiency and effectiveness. Mount Lavinia Hotel has nine departments such as Engineering, Housekeeping, Human Resource, Finance, Food & Beverage, Security, Purchasing, Administration and Sales & Marketing. As well as they used different type of documents for carry out their business process.

3.1 Duties of Responsible partiesIn Mount Lavinia , there is no particular department to handle the documents .Such as Quality Department .each department has to handle their own documents. Therefore, there is no unique department structure for such department.

The head of the department of every department responsible for control the document management process of the hotel. They responsible for give guidance to his followers to keep proper documentation management process within the department. They have to more concern on proper record keeping, indexing, storage, change, renewal and removal of documents

Executive managers are responsible for support top managers to maintain the document management process of the department Other low level managers are responsible to handle all the documents related activities of the organization.

All the workers of the organization are also responsible for managing a proper documents management system. Out sourced staff also have to conform to these requirements of the organization.3.2 PROCESS OF HANDLING DOCUMETS IN HOTEL

3.2.1 Procedure for Preparation of New Documents

The requirement of a new document may rise up in an organization at any time. So there must be a proper, pre-decided procedure should establish in an organization to face that scenario. Mount Lavinia hotel has followed a procedure for the preparation of new document for their organization.

3.2.1.1 Step 01

The person that has the requirement of the new document submits a request from under Administration department by using a form called New Document Request Form (NDR). In that form they have to mention about following data to refer to the document handling sub division.

Purpose of the document

Users of the document

Items that should include in the document

Responsible handler of the document

3.2.2 Step 02

After that the form will submitted to the Administration department they have to analysis the situation and submit a report on it to the top management (Directors, chiremen) of the Hotel.

3.2.3 Step 03

In monthly meeting the top management decides whether the document is essential or not. If the top management gives the permission to prepare the document it will inform to Administration department executive to prepare it.

3.2.4 Step 04

When preparing the new document the executive of administration has the power to select a resource person for the task. The resource person may either in-house person or outsourced person.

3.2.5 Step 05

The format of the document should match with the current document using in the hotel. It means the header, footer, position title. Position of the sub titles should not be changed. Coding of the document should do by prevailing coding system.

3.3 Procedure for Approval of Documents

3.3.1 Step 01

The management committee should study the document after preparation. This management committee includes members from corporate management and the head of the relevant department.

3.3.2 Step 02

After review the document the committee approves it or advice on the required changes of the documents. Approval or changes may inform to the department in a written manner.3.4 Human Resource DepartmentWhen consider the Human Resource department they used variety of document for carry out their process that mans in this department done the recruitment process and handle the employees, staffs and maintain regarding documents.3.4.1 Employee personal file

When consider the recruitment of candidates in Mount Lavinia hotel they open the employee personal file for carry out their task. In this file mainly includes employee personal information, complains, awards, requirement procedure and resign procedure. 3.4.2 Forms

There are various types of forms in this department such as EPF form, ETF form, application form, job card and etc. The forms are operational documents and it is help full to control internal process of the organization.3.4.3 HR manual

Manual is a set of policies and procedures. Human Resource manual is very important document for that department mainly its include HR procedure, recruitment process, responsible person, duties and responsibilities, medical insurance, leave procedure, qualification of each designation and rules & regulations.3.4.4 Insurance documents

In this document consist of who are the insurance parties, how to claim the insurance and instructions, rules and regulation regarding the insurance matter.

3.4.5 Training schedule

When recruitment of employee in Mount Lavinia hotel they give guideline for identify to their task and how to conduct their training period in successful with in training time period.3.4.6 Company profile of Mount Lavinia Hotel Since recruitment of candidates in this hotel they given company profile for new comers which are include history of hotel, vision, mission, objectives, contact address, departments and their procedure and etc.

3.4.7 Records

All types of raised (filled) documents are known as quality records. Records have many formats, including paper and electronic. The records are including employee register, performance record, visitors record and etc. Records are used to keep the details for technical parameters and daily operational activities and record as evidence of past work. 3.4.8 Legal, regulatory and statutory documentsWhen establish whatever organization they must follow and maintain legal, regulatory and statutory documents. As a hotel establishment they get approval from relevant authorities, follow up what are the current legal statement regarding hotel process and etc. 3.5 Engineering DepartmentAs well as engineering department used more documents for doing their activities such as;3.5.1 Procedures

Procedure is a guide which understanding process and it is a step by step guide to direct the reader through a task. Procedure documents are less formal by nature, and the subject matter normally requires only the approval of senior management.In the Mount Lavinia hotel engineering department is follow following procedures. 3.5.2 Operational and maintenance procedures

This describes technical procedure (standard operations procedure) requires to maintain organization established standards. This will communicated to all the employees who perform work affecting product or service quality. Operational and maintenance procedures are described methods to express policies in action in day-to-day operations of the organization.3.5.3 Check list

Mainly its include maintenance check list and safety check list such as pump house check list, generator check list, heavy machine check list. As well as use by check list they can identify drawbacks in maintenance procedures and safety management system within the hotel. In addition to that engineering department has so many machines for carry out their operation so, they should maintain that machines in regularly. They used check list for doing maintenance activities according to order and schedule.3.5.4 Engineering manuals

Engineering manual is very important document for people who are done in maintenance activities in proper manner.3.5.5 Preventive maintenance scheduleThe machines should be regularly operated, there may be so many breakdowns so, and the machines are regularly maintained. Preventive maintenance schedules are help full to reduce break down of machines.3.5.6 Reports

A report is very important and formal document that is use various purposes, generally, findings pertaining to a given or specific task are written up into a report. Reports are considered to be legal documents in the workplace and, thus, they need to be precise and accurate. Following reports are use in this hotel such as progress report, energy audit report, duty manager report, night manager report and etc. When consider the duty manager report as a hotel, appoint duty manager for monitor the day to day activities and in this hotel that person change in day by day. And also he or she maintains duty manager report of regarding those activities. As well hey appoint manager in night shift he is called night manager and also he should be keep night manager report for record of those activities.

3.5.7 Test certificates (BOILER license)Test certificate are one of document type in this hotel. As well as this hotel has high risk machines such boilers and some kitchen equipments. So they get license for run that machines and the authorized person come in to the hotel and check the machine operation and give the licence.

3.5.8 StandardsIn this hotel follow various standards for various purposes like ISO 9000, 14000 and HACCP. Those are here in written procedure and they follow up that document to carry out their process.

3.5.9 Work instructional bookWork instructions are more important to lower level employees like technician and labours. In this instruction book are describe detail of how to carry out particular work process. In Mount Lavinia hotel work instructions are mainly used engineering department.

3.5.10 Maintenance policy

Maintenance policy consist the objectives, principles, rules, and guidelines formulated or adopted by the hotel to achieve the proper maintaining procedure within the hotel. This policy is maintained by the engineering department.3.5.11 Log sheets

There are several log sheets for several equipments such as as chiller log sheet, boiler log sheet etc.

3.6 Housekeeping DepartmentWhen consider the housekeeping department, they maintain different kind of documents. In this department main purpose is provide health and better environment for the hotel. Mainly they doing activities are room services, pest control, waste management and laundry procedures. Regarding this activities properly doing and get evidence for that activities, documents are very help full.

3.6.1 Housekeeping manualsHousekeeping manual is very important document for the housekeeping department which purpose is provide guideline and instructions of housekeeping activities.

3.6.2 ReportsIn this department follow various types of reports for carry out their process such as;

3.6.3 Room boy reports

The room boy reports is maintain room boy and its include room No, how many times of cleaning the room, who are the supervisor, each room occupied or not, inform room damages guest needs and wants and how many missing items in room and etc.

Supervisor reports

Occupancy reports

Room attendant reports

3.6.4 Laundry machine catalogues

The laundry machine catalogues purpose is provide guideline of machine specifications and how to maintain that machines.

3.7 Food and Beverage Department3.7.1 Quality procedureIt consist the quality requirements of food and beverage and quality of other services. The meal also provided according to the quality procedure. 3.7.2 Food safety management manual

According to food safety management manual provide control of food safety hazards and ensure that food is safe at the time of human consumption. And also this manual provide all the food processes and food safety standards. 3.7.3 HACCP planHACCP is an international principle defining the requirements for effective control of food safety. Certification against the HACCP principles enhances the food safety management system and products quality. The HACCP system helps organizations focus on the hazards that affect food safety/hygiene and systematically identifies them by setting up critical control limits at critical points during the food production process.In HACCP plan mainly include all plants maintain certain documents, including its hazard analysis and written HACCP plan, and records documenting the monitoring of critical control points, critical limits, verification activities, and the handling of processing deviations.3.8 Purchasing DepartmentAlso purchasing department is maintained following documents.3.8.1 InvoiceReceived and delivery of goods in purchasing department issue invoice and it is evidence of that work. 3.8.2 QuotationsIn purchasing department is call quotation for get the goods and they used quotation form for that task. 3.8.3 Purchasing requestPurchasing request is also one of the documents of use in the purchasing department. It is use to request of goods from the purchasing department by other department.3.8.4 Purchasing orderThe purchasing order is other type of document of use in purchasing department, request the purchase of goods and then they use purchasing order document for send to supplier.

3.9 Security Department3.9.1 Policies

Policies are principles, rules, and guidelines formulated or adopted by an organization to reach its long-term goals. They are designed to influence and determine all major decisions and actions, and all activities take place within the boundaries set by them. Procedures are the specific methods employed to express policies in action in day-to-day operations of the organization. Together, policies and procedures ensure that a point of view held by the governing body of an organization is translated into steps that result in an outcome compatible with that view. In cinnamon grand hotel following policy documents are used.

3.9.2 Safety policy

Health and safety policy statement of intent which includes the health and safety aims and objectives of the organization, duties and responsibilities of the employees regarding health and safety and all the other procedures relate for safety. 3.9.3 Safety planSafety plan include various safety features, safety action, hazards and how to prevention of that hazards with safety manner etc.

3.9.4 Past security matter records

Past records provide evidence of what happened, when it happened and who made decisions. Records are used to keep the details for technical parameters and daily operational activities. All the records have been given a identify number as well as the according to the relevant department.3.9.5 Safety manuals

This include various safety features, safety action, how to handle equipment with safety manner etc.3.9.6 Fire protection instructionFire protection activities are one of the main activity in security department in that department employees are follow up fire protection instruction document and it mainly include how to conduct the emergency fire, what are the evacuation procedures, how to action by fire fighting.3.10 Finance DepartmentFinance department used various types of documents for carry out their process such as checks, financial documents, voucher, accounts (Balance Sheets, loss and profit), payments receipt, night audit reports, pay sheet. As well as all documents are very confidential and these are provide evidence of past financial works.

3.11 current documentation practice standards in Mount Lavinia Hotel

In Mount Lavinia Hotel there are no proper Quality Management Systems like ISO standards. As a hotel, ISO 9001: 2008 is very important to quality management system regarding the document managements. Discuss in current document practice in Mount Lavinia hotel, document maintain is not in proper manner. As consider this hotel they follow up some standards regarding the hotel industry such as;

ISO 14001: 2004 -Environment Management System

ISO 22000: 2005 - Food Safety Management System (HACCP) Health and Safety Management System: Standards AS/NZS 4801:2001 and OHSAS 18001: 20073.11.1 ISO 14001: 2004 - Environment Management System

As well as this hotel is follow the ISO 14001:2004 for environment management system standard. ISO 14001 was first published in 1996 and specifies the actual requirements for an environmental management system. It applies to those environmental aspects which the organization has control and over which it can be expected to have an influence Environmental Management System Manual of the company indicates the waste management procedures that hotel no followed it. In Documents Management related to ISO 14001 cover in Clause 4.4.5. It is describe the documentation management procedure should be extended to cover the environmental aspects of their quality management system. When registering to ISO 14001 organizations will want to ensure that the one to one match between the documented process and what is actually practiced by the organization. Documents shall be subjected to procedure to ensure that they can be:

Located

Reviewed

Available at necessary locations

Maintained

Stored when out-of-date

They shall be legible, dated and properly maintained.3.11.2 ISO 22000: 2005 - Food Safety Management System (HACCP)

When discuss the ISO 22000:2005 for food safety management system cover the food safety management system where an organization in the food chain needs to demonstrate its ability to control food safety hazards in order to ensure that food is safe at the time of human consumption. As hotel they highly concern about that standards because of that prepare foods in one of the main function in that hotel so, they consider food hygiene regarding that standard. ISO 22000 is HACCP (Hazard Analysis and Critical Control Points) System.

The Hazard Analysis and Critical Control Points (HACCP) certification enables you to demonstrate the commitment to food safety and customer satisfaction, as well as continuously improving the corporate image and integrating the realities of a changing world.

Certification against the HACCP principles enhances the food safety management system and products quality. It instantly demonstrates the commitment to producing or trading in safe food, which can be particularly beneficial when hotels are subject to inspection by regulatory authorities or stakeholders. Demonstrating a real commitment to food safety can also transform hotels brand and corporate image and act as an effective entry-to-market tool, opening up new business opportunities around the world.HACCP is built around seven principles: Analysis of food hazards: biological, chemical or physical

Identification of critical control points: raw materials, storage, processing, distribution and consumption

Establishment of critical control limits and preventive measures: for example, minimum cooking temperature and time

Monitoring of these critical control points

Establishment of corrective actions

Keeping records

Systematic and regular auditing of the system in place by independent third party certification bodiesISO 22000 is HACCP (Hazard Analysis and Critical Control Points) System it describe clause 4.2.2 control of documents. HACCP related documents are hazard analysis and written HACCP plan, and records documenting the monitoring of critical control points, critical limits, verification activities, and the handling of processing deviations. In addition to that there are four types of records should be kept as part of the HACCP program

Support documentation for developing the HACCP plan

Records generated by the HACCP system

Documentation of methods and procedures use

Records of employee training programs

3.11.3 Health and Safety Management System: Standards AS/NZS 4801:2001 and OHSAS 18001: 2007OHSAS 18001 defines a set of occupational health and safety management system requirements. Organization of all kinds are increasingly concerned with achieving and demonstrating sound occupational health and safety performance by controlling their occupational health and safety risks, consistent with their occupational health and safety policy and objectives.

As an OH&S management system documentation shall include; The OH&S policy and objectives

Description of the scope of the OH&S management system

Description of the main element of the OH&S management system and their interaction and reference to related documents.

Document ,including records, required by this OHSAS Standard and

Documents, including records, determined by the organization to be necessary to ensure the effective planning, operation and control of processes that relate to the management of its OH&S risk.As an OH&S management system Clause 4.4.5 presents how to control of documents. Mainly records are a special type of document and shall be controlled in accordance with the requirement given in above. The organization shall establish, implement and maintain a procedure to,

Approve documents for adequacy prior to issue:

Review and update as necessary and re approve documents

Ensure that changes and the current revision status of documents are identified.

Ensure that relevant versions of applicable documents are available at point of use

Ensure that documents remain legible and readily identifiable.

Ensure that documents of external origin determined by the organization to be necessary for the planning and operation of the OH&S management system are identified and their distribution controlled

Prevent the unintended use of obsolete documents and apply suitable identification to them if they are retained for any purpose.3.12 ROLE OF FACILITIES MANAGER IN DOCUMENTATION MANAGEMENT

Document management controls the life cycle of documents in an organizationby determining how they are created, reviewed, and published and how they are ultimately disposed of or retained. Also it implies that control of information from the top to bottom of the organization effectively by reflecting the culture of the organization. Today many document management systems provide a means to incorporate standard physical document filing practices electronically.

Facilities manager is a person who is going to be a responsible body for well functioning and well maintaining for all the noncore activities within an organization. Therefore, he should be a manager competent enough to handle all the tasks assigned on him precisely and accurately. Therefore, in order to perform hid task vey efficiently, it is vital to give his contribution to manage documents relevant to his tasks. Therefore mainly he has a responsibility to manage documentations relevant to his department.

There are Varity of documents in the FM department regarding to core business of and support services of the organization which transferring daily .Therefore, without out having a proper documents sorting system it is very difficult to pick up a document from files in an emergency situation. Thus, the FM has a responsibility to categorize all those electronic and physical documents and decide which documents should become records. In manual handling of documentation management he has to keep records in separate files by labelling. And in computerized documentation management system keep separate records for ease of update such data.

Facilities Manager should be responsible for the secure storing of official documents against accidental or premature destruction.When deciding where to store information, Facility Managers should take several factors into account, such as the type of information; financial or health, for example, the need for regular access, and the security of the storage facility, etc. In addition to that in documentation management the Facilities Manager has a responsibility to develop and maintain standard operating procedures, contingency plans, emergency response procedures, preventive maintenance programs and all technical documentation by ensuring they are accurate, accessible and clear in terms of individual accountabilities.

Also, he should work with other executive managers who perform their tasks under FM department to ensure the document management systems are maintained and developed and accessible to all who need them. For that he needs to take the commitment of other executive managers in the department for documentation management process. By doing that enable to strength the communication with internal and external parties. Also train them to keep documents and records in proper way.Facilities manager should responsible to introduce flexible and clear documentation management techniques and strategies to achieve departmental organizational goals easily. Therefore to increase the knowledge and awareness of low level workers in documentation management strategies he has a responsibility to conducting adequate training sessions and brainstorming sessions etc. In addition to that facilities manager is responsible to introduce international standards regarding documentation management such as ISO 9001 standard and implement and maintain it within the organization

Hence, as described above Facilities Manager is essential to the success of documents management system in the organization.3.13 FACILITIES MANAGEMENT RELATED DOCUMENTS

3.13.1 Engineering department

Standards procedures and policies Check lists Engineering manuals Log sheets (chiller log sheet, boiler log sheet) Catalogues Operation and maintenance manual Utility bills Technical drawings Audit reports Architectural drawings Structural drawings Installation manuals Work instructional book warranty information Completion certificates Material safety data sheets Test certificates ( boiler license)3.13.2 Housekeeping department Housekeeping manuals Room boy reports Supervisor reports Occupancy reports Room attendant reports Laundry machine catalogues3.13.3 Food and beverage department

Menu cards Food safety management manual ISO 22000 certificate HACCP plan3.13.4 Purchasing department

Purchasing request Good Received note Purchasing order Supplier lists3.13.5 Security Department Safety instructions documents Safety policy Safety rules Safety plan4 ISSUES IN THE EXISTING DOCUMENTation MANAGEMENT SYSTEM OF HOTEL AND SUGGESTIONS FOR IMPROVEMENTSDue to not having a proper ISO standards and quality management in the hotel there are certain drawbacks which minimized the efficiency and effectiveness of the organization. They have been mentioned under several topics as follows.4.1 Issues in the internal and external communication of the organizationIn a hotel it is vital to keep continuous line of internal and external communication within stakeholders of the organization such as the owners, managers, employees as well as external stake holders as customers, service providers, government and regulatory bodies .Due to having a improper documentation management system in hotel there are some obstructions in communication system. The internal stake holder s are the parties who always needs information about the hotel to make decisions and carry out the business processes. Therefore always they required reliable information regarding hotels business processes. As well as the external parties also require adequate information about the hotel to for their variety of purposes. All those parties hope to gain such information from the documents of the hotel. Thus by having a improper documentation management system there are some conflicts in internal and external communication. Therefore it is vital to properly maintain documentations to fulfill all others requirements by minimizing obstructions.

To overcome from that issue it is vital to implement and maintain ISO 9000 quality management system standard or proper documentation management system to the hotel to carry out the internal and external communication process of the hotel continuously without any disturbances. In the other hand the documents can be transfer to the internal and external parties through computerized documentation management system efficiently. By using mailing and faxing methods can be communicate the information in the documents to other parties quickly. Other than that can be keep a good communication among the stake holders by keeping records manually in a standard way. By implementation best documentation management practices such as 5s concept can be keep records and documents in a proper way. Also it reduces the time to search a document.

4.2 Loss the Organizational Memory and History

The hotel does not keep documents regarding the past events properly. Such as technical drawings and other historical documents .They are not keep their attention to protect such historical documents. Due to that reason it has become a major problem for them to make future decisions by referring past information. Also when the appointment of the newcomer to the organization such as a maintenance engineer need to identify the past performance of the plants and equipments, technician data maintenance procedure, he has to face lots of difficulties due loss of such documents that are needed.

To avoid losing of historical data should be implement a proper standard documentation management system .By introducing proper filing system those historical data can be protect from misplaced. Other than that those past information can be stored in a electrical document. Those electrical documents can be stored the information for long time of years.

4.3 Improper Standardization of the Business Process

By not having a proper documentation management system in the hotel has faced some conflicts which affects to the standardization of the business process. As a result of the ineffective standardization of the business activities the hotel losses its image and reputation especially as the company is in the business of providing hospitality services. Since there is not a proper document control system, the hotel had to experience on inconsistent procedure of documentation and it had lead to cause lots of misunderstanding situations and conflicts. Therefore it is important to have a proper documentation management system within the hotel to respond for customer requirements on time. As mentioned above the computerized documentation management system can maintain and control the documents of the hotel related activities effectively.

4.4 Disturbance for the Continual Improvement of the Business Process Re-Engineering

The term business process reengineering is known as Business process change management. Since there is no proper documentation management system in the hotel, it will lead to increase the cost of documentation and other business activities, decrease the efficiency and effectiveness and finally, the productivity.

Due to poor documentation management, it affect to make some conflicts in the continual improvement of the business process re-engineering and ultimate it affected to improvements in cost, quality and services of the hotel. On the other hand it makes some obstructions to business innovation process of the hotel and as a result they tend to backward regarding winning of market place.

As a solution can be implement a proper documentation management system according to the ISO standard. That may assist to improve the quality of the existing documentation management system and support for business renovation process of the hotel.4.5 Wasting the employee WORKING TIMES By not having a proper documentation management system in the hotel the employees have to spend more time to search business facts while performing their day-to -day tasks. Those delayed the overall business performance and obstruct to achieve their business targets on time. As well as employees became dissatisfaction.

By following documentation management concepts like 5s enable to keep the documents in relevant places. That may reduce the time for find the required documents among bulk of documents.4.6 Difficulties in management decision makingManagers are not provided with adequate and reliable information to support in their decision making regarding business performance, market position, future business plans, etc. Due to these facts handling the day-to-day business activities of the organization was difficult.

By keeping most important documents related to top management in a computerized documentation management system can be enhance the process of getting reliable information and that may increase the decision making process of the hotel. Other than that by keeping the documents and records which are directly affect to the decision making process in separate files manually can enhance the management decision making process .in addition that it is most important to protect the privacy of such documents.

4.7 Loss of documentsDue to not having a proper documentation management system in the hotel most of the valuable documents tend to be misplaced by keeping everywhere. That may affect to the business process of the hotel. Also by repetition of the same document it takes additional spaces to store such documents.

That issue can be reduce by implementing 5s concept as early mentioned. By introducing a proper coding system those document files can be reduce misplacements. Also it is better to keep most of the valuable documents as a soft copy. That may reduce the chances for loss of documents.

Therefore by following the best practices in documentation management such as 5s concept and IS0 9000 Quality management system the hotel enables to overcome from the above described limitations in existing system.4.8 BENEFITS OF MANAGING DOCUMENTS ACCORDING TO A PROPER DOCUMENTS MANAGEMENT SYSTEMThe hotel industry is major component within hospitality industry which gives more contribution to Gross Product Domestic in a country. While Mount Lavinia is a one of a famous beach hotel in the country should always have to try to wining the competitive market. In order to that managing entire documents related to their daily activities in a standard way leads to their success. Thus a proper documentation improves the overall quality of the business and makes an environment to gain competitive advantages. Followings are the benefits that can be gain to the hotel by implementing a proper quality management system.

4.8.1 Less Time Consumption

By arranging the documents according to a unique system, it takes a less time in providing services and in referencing the documents. And also employees enable to find out relevant document in an immediate situation without unnecessarily waiting their working times.

4.8.2 Improved Efficiency

Proper Document Management helps to improve the efficiency of the hotel in many ways i.e. by reducing time consumption, organized documents etc. therefore proper documentation management systems guidelines such as guidelines of ISO 9000 assist to implement, maintain and control the documentation management of the hotel .also it helps to improve the business process of the hotel.

4.8.3 Flexible Retrieval

Computerized documentation management systems reduce the time spending for locating the document as they can retrieve without leaving a desk. Other parties who need the same information in a document can also access other systems available from the desktop at the same time as retrieving documents. With paper-based solutions documents are often removed from storage and taken back to the desk to access other systems (which can lead to loss, prevents others finding the same file, can be viewed by others).4.8.4 Controlled and Improved Document distribution

By implanting a proper documentation management system within the hotel ability to makes it easy to share documents with internal parties as well as external parties specially the computerized documentation management system assist to cost saving by reducing the overheads associated with paper based document distribution, such as printing and postage and removes the typical delay associated with providing hard copy information.

4.8.5 No Lost Files

Lost documents can be expensive and time-consuming to replace. By following a proper documentation management system within the hotel can be ensure that the trend of losing documents is less4.8.6 Easy Reference

According to the Quality Management Systems, documents of the organization have been appropriately organized and structured in a proper manner 4.8.7 Ease of the Decision Making Process

The benefits generate by the good documentation improves the decision making process and ultimately improve the management process and help to gain the competitive advantages. 4.8.8 Ease the legal processes

Businesses always engage in legal processes and the disputes. Documents assist in legal process by providing written evidence. If an organization has well managed documents procedure, it helps in legal activities.4.9 Identification of NON VALUE ADDED EXCESSIVE DOCUMENTSThe Mount Lavinia hotel has been maintaining several non value added excessive documents where the space can be utilized for other functions which generate revenue to the hotel.4.9.1 Book-keeping records and accounts

Some of these accounting and night audit reports are twenty year old records which are not useful to take business decisions in the current economic situation. These data can be computerized if essential which minimises the space consumed by bulky files and papers.

4.9.2 Quotations and tendersThe hotel has not removed old and rejected quotations, tender documents and bidding documents where some of them have been rejected five years back. Purchase orders, purchase requisitions, Goods receiving notes which are quite old are still kept. Maintenance of these documents is waste of resources. 4.9.3 Maintenance records

Records regarding maintenance and operation of critical equipment are health to maintain throughout their lifetime. Even though long term record-keeping of non critical equipment, disposed plant and equipment are not vital in decision making.4.9.4 Personal filesThe personnel files of the employees who have resigned several years ago are still kept at Human Resources department. Since these details are recorded at Labour department of Sri Lanka, there is no need of keeping personnel files of old employees.

4.9.5 Function sheets

The banquet office of Mount Lavinia hotel maintains all the details regarding functions up to previous five years. This period can be reduced to one year and dispose unnecessary documents and records.4.10 Important NON AVAILABLE DOCUMENTS RELATED TO FACILITIES MANAGEMENT4.10.1 Asset registerThere are three departments mainly involved in managing the asset portfolio of the hotel; Financial, Purchasing/stores and Engineering department. A data base for keeping the information of assets in the organization is vital. There should be a code system for the identification of all the assets. The computerised asset register must included all the necessary information of assets within the building such as value, asset category, supplier, purchase date, tax, depreciation, useful life time, residual value, location.4.10.2 Annual maintenance schedule A maintenance schedule is a plan or schedules those details when works, either major or minor, will be completed. These works can be required simply because of the age of the hotel or due to inability to adequately maintain the cleaning and structural condition of the premises. The maintenance schedule helps to forecast the maintenance activities involved with all the plant and equipment and assign manpower accordingly through the year. It prevents chaos of plant and ensure smooth run of the hotel. Microsoft Project can be used to prepare these schedules.4.10.3 MEP drawings

Number of drawings such as architectural, electrical distribution, fire alarm system, fire hydrant system and water supply system of the hotel are not competent enough to provide accurate information. Because the utilities which have been introduced throughout last few decades have not been updated in drawings. Some drawings are misplaced and torn. These information should be immediately updated and hardcopies of the drawings can be computerised with software such as AutoCAD.4.10.4 Fire evacuation plan

One of the important facilities management related documents are fire evacuation plan and other risk related documents such as safety precautions regarding maintenance of fatal equipment. Standard procedures should be introduced to increase safety.ConclusionsGlobalization means that workplaces are ever more geographically dispersed. This means that documents are also used more than ever by people in several countries and continents for communicating and collaborating. A well-designed document management system promotes finding and sharing information easily. It organizes content of the details in a logical way, and makes it easy to standardize and it promotes well knowledge management in the organization. The importance of documentation in quality management systems is an important part of running any successful business or organization to make sure that the organization always has clear precise documentation for every single important transaction, process, and action that takes place. This will allow having a clear reference point whenever anything is in question.

Facilities manager is a person who is going to be a responsible body for well functioning and well maintaining for all the noncore activities within an organization. The Facilities Manager plays an important role in the management of documents of an organization to achieve its service delivery objectives by providing efficient support services to carry out the core business. To implement proper standards in the organization it is crucial to get the contribution of Facilities Manager while implementing proper documentation management practices.

The main objective of this course work was to identify and illustrate the documentation management system and quality management procedures of a selected organization. Through the selected organization, we were able to study the existing quality management and documents management procedure and analyze the current situation with proposals for further improvements. Ultimately it can be mentioned that documentation management is a vital organizational process which increases productivity, profitability and customer satisfaction.references International Organization for Standardization (ISO), 2004.Taking the first in environmental management, USA:ISO

John Kinsella, (1994), ISO 14001 standard for environmental management (online). SCS Engineers. Available from: http://emshsms.com/Docs/ISOStandards.pdf [29th September 2010].

Sri Lanka Standard institution (SLSI), 2004. SLS ISO 14001: 2004: Environmental management systems: requirements with guidance for use. Colombo: SLSI. Sri Lanka Standard institution (SLSI), 2004. SLS ISO 22000: 2004: Foods Safety management systems: requirements with guidance for use. Colombo: SLSI. Sri Lanka Standard institution (SLSI), 2004. SLS ISO 9001: 2008: Quality Management systems: requirements with guidance for use. Colombo: SLSI.

STYLEREF 1 \s 2. SEQ Figure \* ARABIC \s 1 3-process map for the journey of the customer through a hotel

STYLEREF 1 \s 2. SEQ Figure \* ARABIC \s 1 2-process map for functions

STYLEREF 1 \s 2. SEQ Figure \* ARABIC \s 1 1-process map for guest in house accommodation

Registration system

Prepare foods

Registration system

Take food order

Take bags to room

Process Check out

Deliver Foods

Deliver bags

Process registration

Greet and take bags

Check out and leave

Dining &

resting

Receive foods

Call room service

Sleep &

shower

Receive bags

Go to room

Check In

Give bags to porter

Arrive At hotel

A

H

G

G

F

F

E

E

D

Accommodation

D

D

C

C

B

A

End of the function

Dining and entertainment

Function

List down the activities

Discussion

Guest arrival

Checking

Arrival

Departure

Night

Accommodation

Dining

Recreational

Activities

O

M

N

L

K

K

J

I

F

G

H

E

E

E

D

D

C

C

B

B

B

A

Accommodation

Checking

Arrival

Customer

Marketing

Finance

Front Office

Banquet Office

Inquiry

Promotion of guest rooms, restaurants and banquet halls

Providing funds for promotional activities

Guest check- in

Discussion about function

Customer

Front Office

House Keeping

Engineering

Hand over hotel card

Customer Arrival

Pre Booking

Update systems

Room preparing

Inform room availability

Room maintenance

Customer

Purchasing

Stores

Kitchen

F&B Department

Restaurants

Marketing

Finance

Room Service

Engineering

Place order for F&B

Invitation to quotes

Receive quotations

Purchase order

Receive F&B

Raise GRN

Store F&B in cool rooms/general stores

Receive F&B from stores

Prepare F&B

Requisition for F&B

Approval

Serve F&B

Payment Cash/Credit

Serve

F&B

Operational and maintenance of cool rooms, refrigerates, F&B preparation equipments

Customer

Marketing

Front Office

Engineering

House Keeping

Swimming Pool

Inquiry

Acceptance

Promotion

Direction to the room

Pool maintenance

Registration

Providing bath towels, life guards and other utilities

Swimming