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“…improving our levels of Guest satisfaction with the
maintenance and condition of our bedrooms”.
Kindly sponsored by:
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Outline of Presentation
What is ?
Why is it important to our hotel?
How does it work?
What next?.
During this presentation, we will cover:
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Guest Satisfaction (GSTS)
• Maintenance of Guest Rooms
• Condition of Furniture, Carpet, etc.
• Problems.
Improvement Target Areas:
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What is ?
• Helps the hotel address the 2 key drivers simultaneously in a relatively short time frame
• Addresses concerns of irregular and ineffective Preventive Maintenance and Corrective Maintenance
• Helps to improve condition of guest rooms
• Provides a systematic process to:– Track frequency of defects– Identify root causes
• Requires the hotel to:– Manage manpower– Minimise costs– Manage scheduling.
is a tool that:
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Room Maintenance Deployment Tree
Room with Defect
Corrective Maintenance
Preventive Maintenance
Complete Preventive
Maintenance List
Correct Preventive
Maintenance Execution
Correct Preventive
Maintenance Frequency
Reported by Guests
Reported by “Others”
Reported by Housekeeping
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Rationale of
• Guests place greatest importance around items that they consider part of their “personal space”
• Guests expect items that are easily fixed to be fixed
• Guests perceptions of importance (which drive GSTS answers) are built in the data collection/analysis so as to give more weight to the most important room attributes
Rectify the frequently occurring defects that the guests deem as important.
Incorporate this focus into the hotel’s preventive maintenance programme.
Results of global survey (in-depth guest interviews):
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Implementation Process
PREPARATION FOR I-FIX• Communication with management Team on the rationale and importance of I-Fix.
• Appointment of I-Fix Project Leader.• Agree on project plan and timelines.• Input details of hotel into the website.
STEP 1: INITIAL DATA COLLECTION• Print audit forms.• Establish benchmark for the audits.• Conduct audits of 33% of the total hotel rooms or 80 rooms, whichever is higher.
• Input collected audit data into the toolkit.
STEP 2: SWAT• Analyse results from the initial data collection.
• Brainstorm on possible root causes of the top 67% of defects.
• Determine solutions to address the root causes; considering the manpower, methods, tools, time and cost required for each action.
• Eliminate the determined defects in all guest rooms by SWAT team.
STEP 4: MAINTENANCE• Review and upgrade existing Preventive Maintenance Programme to incorporate actions taken by SWAT team.
• Continuous and effective Preventive Maintenance Programme.
• Conduct 30 room audits each month.
STEP 3: CONFIRMATION DATA COLLECTION
• Conduct audits of 33% of the total hotel rooms or 80 rooms, whichever is higher.
• Input collected audit data into the toolkit.
• Confirm SWAT actions eliminated 67% of defects as planned.
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What Next?
• I-Fix is intended to be a one-time effort and improvement, after which Preventive Maintenance work will sustain it
• Hotels managed by IHG are now being asked to budget and implement a new Engineering System – ESCAP (Engineering Systems Computer Aided Programme)
• After I-Fix, a hotel must have a preventive maintenance programme that is:
– Optimum– Executed well and at recommended frequencies– Refined with I-Fix findings.
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The buttons are arranged in sequence here, starting from
Hotel Setup all the way to Maintenance
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Step 1 - Click here to start setting up Rooms
for audit
Step 2 - Click here to start setting up the Currency to be
used throughout this application
Click the Back button (at the bottom right hand side of the screen) to go
back to the Main menu.
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Indicate the Floor number and Room number(s) and
click Add button to add to the list below
Rooms are categorized by the floors they are located on
1. Room Setup
Click the Back button (at the bottom right hand side of the screen) to go back to the Hotel Setup main menu.
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Select the currency from the drop-down list and click Update
to save into the system
2. Currency Setup
Click the Back button (at the bottom right hand side of the screen) to go back to the Hotel Setup main menu.
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After setting up Room and Currency, next stage
is to do Initial Data Collection (Stage 2)
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Step 1 - Click here to print out the room checklist(s)
Step 2 - Click here to start to enter the data for each room
checklist
Step 3 - Click here to analyze the impact of data entered for the
checklist
Click the Back button (at the bottom right hand side of the screen) to go
back to the Main Menu.
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a. This option prints out only 1 copy of the checklist
(recommended for slow network connection)
b. This option prints out all checklists (will take a much longer time for the output)
Click the Back button (at the bottom right hand side of the screen) to go back to the
Initial Data Collection menu.
1. Print Checklist
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1. Print Checklist a. Print Room List
• Room numbers are categorized into different floors. There will be a checklist following this room list that can be printed out and used for auditing when visiting the rooms individually
• Choose the printer attached to your computer and start printing in paper form
• This is a pop up window. Close it by clicking on the in the top right hand corner
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Hotel Name, Room number and textbox
for input of Audit Date
Questions are categorized into specific sections
Built-in weights to
each attribute to incorporate
guests’ perception of importance
1. Print Checklist b. Print All Checklists
• This is a pop up window. Close it by clicking on the in the top right hand corner.
• Choose the printer attached to your computer and start printing in paper form.
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Legend to explain the differences in the font
colour of the Room numbersClick on each room number’s
hyperlink to go into the room’s checklist and input the
opinion to each question
2. Input Completed Checklist
Click the Back button (at the bottom right hand side of the screen) to go
back to the previous menu.
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Room number that was selected in previous screen
Input the opinion to each question by ticking the
corresponding checkboxes
Click “Submit & Do Next Audit” button to save this
data input and proceed to the next checklist audit
2. Input Completed Checklist
Click “Submit” button to save this data input
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Click on eitherUp or Down to
move items in/out of the SWAT list.
System re-calculates the cumulative
percentage.
Submit to SWAT
View graphClick here to transfermore items to SWAT.
I-Fix Score, AverageScore and Target
• Out of the defects shown here, those with cumulative % not more than 67% will be considered under SWAT.
Items with lighter shading correspond to the significant
few, contributing the most to
guest perceptions – accounting at a minimum for
67% of total points lost
3. Data Analysis & Summary
View original rankingof all defects.
Click the Back button (at the bottom right hand side of the screen) to go
back to the Initial Data Collection menu.
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67% red target line
3. Data Analysis & Summary Graph
This is a pop up window. Close it by clicking on the in the top right hand corner.
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This list shows all the defects, ranked
from most significant to least.
This screen view allows user to
isolate possible additional items that
can be added “manually” to the list
of SWAT items (beyond the
minumum number pre-selected that
accounts for 67% of total) – including the
“easy picks”
3. Data Analysis & Summary View Original Ranking
This is a pop up window. Close it by clicking on the in the
top right hand corner.
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After the Initial Data Collection stage, next stage is
to perform SWAT (Stage 3)
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Step 1 - Click here to start SWAT costing process
Step 2 - Click here to start to input the actions and methods
to fix the defects
Step 3 – Click here to view a system-recommended schedule
for the actual SWAT work
Step 4 – Click here to start actual SWAT auditing
Click the Back button (at the bottom right hand side of the screen) to go
back to the Main Menu.
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Input the Cause and Solution for each defect and also the estimated amount of time to
fix and cost to fix
1. SWAT Costing
Click the Back button (at the bottom right hand side of the screen) to go
back to the SWAT menu.
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Max. Time allocated for each room (in minutes) and also the Currency
used for the fix
Click on either Up or Down to move
the item. "Cumulative
Effective time to fix per room (mins)” and “Cumulative
Effective Cost to fix per room" will be re-calculated
at each move
Click here to confirm the SWAT costing
Click here to go back to the Input page to edit
1. SWAT Costing
Click the Back button (at the bottom right hand side of the screen) to go
back to the SWAT menu.
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Input theestimatedfrequency,
amount of timeto fix, method,
tools,additional tips,and sequenceof each SWAT
work.
Click here to pop up aSWAT Work detail window
and print out on paper.
2. SWAT Work
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Detailed schedulegrouped by weeks. Editlink to add/remove roomnumbers to a particular
week.
Click on this link to viewthe rooms that were notscheduled for any week.
3. SWAT Schedule
Recommendations bythe system on the
estimated effort needed.
Click here to print outthe detailed room list
Schedule.
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Check or un-check any boxes to include and/or exclude for that week
Scroll down and click Add button to add the room(s) to the list for that week.
3. SWAT Schedule
This is a pop up window. Close it by clicking on the in the top right hand corner.
Click the Edit link to add/remove room numbers to a particular
week
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Step 3 - Click here to compare SWAT (before and after) on a weekly basis
Step 2 - Click here to input checklist
based on a particular week
Step 1 - Click here to print out the
checklist(s) based on a particular
week
Auditing 5% of the SWATed rooms allows monitoring the quality of the ongoing SWAT work
4. SWAT Audit
Click the Back button (at the bottom right hand side of the screen) to go
back to the SWAT menu.
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Click here to select a particular week
a. This option prints out only 1 copy of the checklist
(recommended for slow network connection)
b. This option prints out all checklists (will take a much longer time for the output)
4. SWAT Audit 1. Print Checklist
Click the Back button (at the bottom right hand side of the screen) to go
back to the SWAT Audit menu.
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Click here to enter the room number and date
of auditList of Room
numbers to audit for that week
Checklist
4. SWAT Audit 1. Print Checklist
a. Print Room List
• The checklist will only show those items that need to be fixed (that is, items that have been submitted to SWAT).
• Choose the printer attached to your computer and start printing in paper form.
• This is a pop up window. Close it by clicking on the in the top right hand corner.
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Hotel name and Room number already indicated
here.Click here to enter the date
of audit
Checklist
4. SWAT Audit 1. Print Checklist
b. Print All Checklists
• The checklist will only show items that need to be fixed (that is, items that have been submitted to SWAT).
• Choose the printer attached to your computer and start printing in paper form.
• This is a pop up window. Close it by clicking on the in the top right hand corner.
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Legend to explain the differences in the font
colour of the Room numbers
Click on each room number’s hyperlink to go into the room’s
checklist and input the opinion to each question
4. SWAT Audit 2. Input Completed Checklist
Click the Back button (at the bottom right hand side of the screen) to go
back to the SWAT Audit menu.
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Room number that was selected earlier
Input the opinion to each question by ticking the
corresponding checkboxes
Click “Submit & Do Next Audit” button to save this
data input and proceed to the next checklist audit
4. SWAT Audit 2. Input Completed Checklist
Click the Back button (at the bottom right hand side of the screen) to go
back to the SWAT Audit menu.
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Reset the week’s auditInitial Audit results
• Displays Scores per week basis in comparison with the initial audit’s scores for each defect.
4. SWAT Audit 3. Audit Comparison
Click the Back button (at the bottom right hand side of the screen) to go
back to the SWAT Audit menu.
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After SWAT, the next stage to go will be to confirm all
the data collected (Stage 4)
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Step 1 - Click here to print checklist(s)
Step 2 - Click here to input checklist(s)
Step 3 – Click here to view results
Click the Back button (at the bottom right hand side of the screen) to go
back to the Main Menu.
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Step 1a - This option prints out only 1 copy of the checklist
(recommended for slow network connection)
Step 1b - This option prints out all checklists (will take a much longer time for the
output)
1. Print Checklist
Click the Back button (at the bottom right hand side of the screen) to go back to the
Confirmation Data Collection Menu.
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List of Room numbers audited for
a particular week
Checklist
1. Print Checklist a. Print Room List
• Choose the printer attached to your computer and start printing in paper form.
• This is a pop up window. Close it by clicking on the in the top right hand corner.
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Hotel name and Room number already indicated here.
Click here to enter the date of audit
Checklist
1. Print Checklist b. Print All Checklists
• Choose the printer attached to your computer and start printing in paper form.
• This is a pop up window. Close it by clicking on the in the top right hand corner.
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Legend to explain the differences in the font
colour of the Room numbers
Click on each room number’s hyperlink to go into the room’s
checklist and input the opinion to each question
2. Input Completed Checklist
Click the Back button (at the bottom right hand side of the screen) to go back to the
Confirmation Data Collection menu.
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Room number that was selected earlier
Input the opinion to each question by ticking the
corresponding checkboxes
2. Input Completed Checklist
Click “Submit” button to save this data input
Click the Back button (at the bottom right hand side of the screen) to go back to the
previous menu.
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Initial Score and Confirmation Score
comparison.
3. Results
Click the Back button (at the bottom right hand side of the screen) to go
back to the Report Menu.
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Last stage
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Step 1 - Click here to print checklist(s)
Step 2 - Click here to input checklist(s)
Step 3 – Click here to view report
Click the Back button (at the bottom right hand side of the screen) to go
back to the Main Menu.
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Step 1a - This option prints out only 1 copy of the checklist
(recommended for slow network connection)
Step 1b - This option prints out all checklists (will take a much longer time for the
output)
Click here to select a particular Audit month and year
1. Print Checklist
Click the Back button (at the bottom right hand side of the screen) to go
back to the Maintenance Menu.
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Click here to enter the room number and date of audit
List of Room numbers audited for
that week
Checklist
1. Print Checklist a. Print Room List
• Choose the printer attached to your computer and start printing in paper form.
• This is a pop up window. Close it by clicking on the in the top right hand corner.
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Hotel name and Room number already indicated here.
Click here to enter the date of audit
Checklist
1. Print Checklist b. Print All Checklists
• Choose the printer attached to your computer and start printing in paper form.
• This is a pop up window. Close it by clicking on the in the top right hand corner.
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Legend to explain the differences in the font
colour of the Room numbers
Click on each room number’s hyperlink to go into the room’s
checklist and input the opinion to each question
Select the Audit month and year
2. Input Completed Checklist
Click the Back button (at the bottom right hand side of the screen) to go back to the
Maintenance menu.
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Room number and Audit Month and Year that was
selected earlier
Input the opinion to each question by ticking the
corresponding checkboxes
2. Input Completed Checklist
Click “Submit” button to save this data input
Click the Back button (at the bottom right hand side of the screen) to go back to the
previous menu.
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Step 3a – Click to view Trend Report
Step 3b - Click to download Monthly detailed report into
Excel format
3. Report
Click the Back button (at the bottom right hand side of the screen) to go
back to the Maintenance Menu.
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Bar chart showing monthlyI-Fix score.
Bar chart showing monthly“Condition of Furniture, Carpet, etc.” GSTS score
Bar chart showing monthly“Maintenance of Guest
Room” GSTS score
3. Report a. Trend Report
Click the Back button (at the bottom right hand side of the screen) to go
back to the Report Menu.
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• The report will show the total scores and the defect scores of the items in the checklist, following the confirmation data collection and the on-going monthly audits.
• The user can either open the Excel file directly or save the file before opening.
This column shows the totalscore of all the defects
listed across each month/year from Column C onwards.
3. Report b. Monthly Detailed Report