Table of Content

Introduction................................................................................................................ 11
Body.......................................................................................................................... 12
1.1 Evaluate the interrelationship between the different processes and functions of Liberty.........12
1.2 Justify the methodology to be used to map processes to the organisations goals and objectives.
................................................................................................................................. 15
1.3 Evaluate the output of the process and the quality gateways.............................................19
2.1 Design plans which promote goals and objectives for your own area of responsibility............23
2.2 Write objectives, which are specific, measurable, achievable, realistic and time - based to align
people and other resources in an effective and efficient way..................................................27
2.3 Implement appropriate systems to achieve objectives in the most efficient way, on time, to
budget and meeting organisational standards of quality.......................................................30
2.4 Carry out work activities meeting the operational plan through effective monitoring and
control........................................................................................................................ 32
Conclusion.................................................................................................................. 33
References.................................................................................................................. 34

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Introduction
Liberty Hospitality Management Company is the company who is managing five hotels under
two brands include Liberty Central Hotel and Liberty Hotels with over 500 rooms in Saigon.
Every year, Libertys reputation is raised higher and higher because of offering comfortable
accommodation and reliable with competitive price compare to various competitors. Looking
for a hotel in Ho Chi Minh City for your next business trip or vacation? Liberty Hospitality
Management Company operates some of the best 3 to 4 star hotels in Saigon. Whatever are your
interests, we make it easy to find hotels and amenities in Ho Chi Minh City that you are looking
for. You can book with us online, quickly and conveniently (libertyhotels, nd). Libertys
directors have decided appoint a new general manager to identify the structure of management
and culture of hotel to improve the operational efficiency. Therefore, as the position of new
assistant general manager, this report will provide information to general manager about the
interrelationship of different processes and functions, output of process and quality gateways,
and the implementation of working activities meeting the operational plan through effective
monitoring and control.

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Body
1.1 Evaluate the interrelationship between the different processes and functions of Liberty.
The structure of Liberty Hospitality Management Company (LHMC)
There are many types of organization structure such as matrix structure or functional
specialization and geography area or brands/ products. Therefore, according to the scenario,
Liberty is now following the functional structure and this structure will be showed in detail
below.

General
manager
Marketin
g and
sale

Human
Resource

Room
service

Finance

Purchasi
ng

Food/
drink

Security

With the structure above, Liberty will have some advantages and disadvantages:
Advantages
Divide labors work more effectively.

Disadvantages
Poor communication and relationship because

Concentration on knowledge, appropriate and the employees only focus on their own
necessary

equipment

in

every

department.

single functions of department and they cannot share

to employees from other department.

Better campaign on customers, reduce waste Employees from separate department do not
of time, cut down the rate of accident to have enough perception about the objectives
minimum, more efforts on TQM, and enhance and mission of enterprise.
quality of every functional staff.
Every department will have specific and clear Poor co operation between department
plan or project.

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12

The inter relationship between the different processes and functions of Liberty
Function
Human

Task
Managing and monitoring labor force, teaching and training employees to get used

resource

to with new equipment or new knowledge.

department
Marketing and Study and analyze new markets or new customers to know and understand it more
sale department

clearly. Introducing, distributing and promoting new products, and manage sales
channels. These two functions can combine together because marketing activities

Room

assist and improve sales activities.

service Cleaning the room when customers take it and serve them when they need or do not

department
Finance

understand about something.

Controlling all the cost which can be happen during forecasting and calculating

department
Purchasing

expenses to appropriate with the budgets of company.

Carrying about the expenses include equipment, facilities of hotel and extra service

department
for customers if they need.
Food/
drink Undertake to provide delicious food such as restaurant, buffet or barbecue for
department
Security

customers and drink like bar or pub.

Responsible for the safety of customers and customers property.

department
Through the detail of process which have been showed above combine with structure of Liberty,
it is very easy to see the relationships of departments in the company is not good because the
communication and co operation of functions are weak.

Therefore, the exchange of

information of each departments will be lack lead to difficult to solve issues.

In fact, when map processes are set up, all of the functional department of company have an
overview about critical activities, then the core processes are the main point which need to carry
out to achieve objectives more effectively. In specific time, they can identify needed resources
and create relationships with different functions to support with each other and finish the target
together. However, the conflicts are also occur when these functions do not agree about the ways
to implement the tasks lead to the outcome and operation of company will be affected. At that
moment, they have to looking back to their common goal which means the goal of Liberty is the
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most important and listen to every single person to understand more to find out suitable
solutions.
Therefore, all functional departments and processes of Liberty must running and support together
to have a close inter relationship and mutual interaction. When all of Libertys departments and
processes running together, the hotel will run smoothly to serve customers with the best quality
and help Liberty avoid serious issues, conflict in communication and unnecessary tasks.

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1.2 Justify the methodology to be used to map processes to the organisations goals and
objectives.
The methodology to be used to map processes to Libertys goals and functions are:
IPO method
To achieve objectives of Liberty, the first method for mapping process is IPO. This method is the
simplest method for business to process mapping, this is the transformation between inputs and
outputs of process. The input before the transformation take place include raw material, capital,
training staff, information and technical skills. The picture below will describe the IPO method:

(emeraldinsight, nd)
For example: there is the IPO of making food and drink service for customers such as meals,
breakfasts, buffet, etc of Libertys hotel.

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SIPOC method

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(modernanalyst, 2013)
The diagram above describe the operation of SIPOC method and this is a high level of process
mapping. This method will help Liberty to improve the problem and satisfy customers
requirements better. The SIPOC method have 5 points such as supplier, inputs, process, outputs
and consumers. These points will be analyzed in detail to give more clearly:
Supplier: supplier provide materials to company, so the quality of product will depend on it. As
a result, Liberty need to concentrate on supplier if they want to have best quality product, With
our national network of trusted supplier and vendors assembled over the past thirty years, Liberty
increases hotel profitability reducing expenses in operations and supplies. (libertyg, nd).
Inputs: it is include materials and resources which are required by company to carry out its
process.
Process: take place with various departments of Liberty.
Human resource: take the responsibility of managing employees for different
departments. Moreover, it also can supervise and provide replaced employees if they do not go to
work because of sickness or private reasons to the need of departments.
Marketing and sales: is very important for Liberty to advertise their brand parallel with
increase reputation higher. Conduct the conferences to invite journalists, customers and publicity
to show the successful activities of company as the way raise the reputation and awareness of
people about the companys brand.
Finance: make decisions for everything which is related to money and budgets of Liberty
like how much to spend and how much to gain. The department also appraisal about the
customers who rent rooms such as what type of customers they are, pay the bill by cash or visa,
master card and so on.
Security: responsible for the safety of employees in company and customers when
something go wrong and unexpected problem occur.
Outputs: include quality of service, quantity (on time delivery) when customers order and the
cost. Quality of service from Liberty will be consider at how much per cent customers satisfy,
deliver product to customers on time and cost suitable for customers money.
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Consumers: the last point of the SIPOC is consumers, they are the people who receive the
output from company, outlets, distributions and so on. The consumers are involved in the service
and communication in this point. Liberty needs to invite consumers to the conferences to show
them about the development of company, apply modern equipment to serve customers better and
enhance the quality of service parallel with adjust the cost always in reasonable level. Through it,
consumers will know more about the company and choose Liberty instead of another brand.
For example: the table below will describe the booking process at a hotel and Liberty can follow
it to improve their process better.
Supplier
Service

center.
Credit

Input
Information
card

firm.
Transfer firm.
Food & Drink
Company.
Furniture

of hotel.
Customers

Process
Check

type

Output
and Rooms

number of room.
Check and confirm

information

dates and duration

.
Standard of

of visitors.
Check rooms which

hotel.

are

Company.

available

for

customers.
Ensure service is
ready
when

Customer
are Tourist.
Companies.
cleaned and
Journalists.
full service. Senior
Other
officials of
departments
companies
have
or
customers
government.
information.
Goodwill
for

customers come in

customers

the room.
Make

who

sure

customers are clear

come

again.

about the payments.

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1.3 Evaluate the output of the process and the quality gateways.
The ServQual is used as the measurement to evaluate the output of process:

(serviceperformance, 2008)

There 5 gaps in the ServQual:

Management perception of customers expectations and expected service (gap 1):
Liberty should aware the expectations from customers like what kind hotel they need,
how good the service they will receive when they hire a room in hotel, the cost is
reasonable or not, etc. As a result, does Liberty satisfy customers expectations or not.
There are some key factors for this gap such as insufficient marketing research, the
research do not concentrate on qualitys demand and not enough information about
customers expectations.

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 Service quality specifications and management perceptions of customer expectations

(gap 2): after manage the perception about customers expectation, the specification of
service quality will be conducted to adapt with the expectation, is the quality of service
match with expectation or not. Some factors in this gap include lack of management
commitment, not clear or uncertain about the design of service and the procedure about
planning is not enough.
Service delivery and service quality specification (gap 3): the reasons for the failure in
this gap are poor training for employees, do not have abilities or not ready to meet the
standard of service from company. The major reasons are the marketing of company is
not running well, failure to adapt with the demand and supply and lack of education and
training to staff.
External communication and service delivery (gap 4): the expectation of customers
are mainly affected by the statement on the behalf of companys representation and
advertisement. The issues for this gap maybe the expectations of customers are not
fulfilled at the specific time of delivery service. Therefore, the different between real and
unreal service based on some reasons such as ensure too much on the external
communication campaign, cannot manage customers expectation and do not follow the
specification.
Expected service and perceived service (gap 5): this gap is easy to consider when the
customers are misunderstand about their expected service with the perceived one.
Furthermore, there are some determinants can create the impact on the appearance of gap:
Tangible: Facility have long life use without any unexpected problems such as elevator,
air conditioner, TV and so on to ensure customers will not complaint about the implement
in hotel.
Empathy: The attitude of staff also affect to the outcome of the process, if employees
attitude are not good and they are not friendly to customers, customers will complaint and
give bad feedbacks about Liberty on Internet, magazine and media which means slow
down and decrease the reputation and quality of service.
Responses: group quickly respond to whatever requirement from customers such as
power outages, problem with elevator when customers inside, facilities are damaged and
so on.

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 Customers satisfaction: the purpose of Liberty when they running their business in
service industry is meet the demands and needs of every kind of customers, they will
achieve the satisfaction from customers. In fact, Liberty was achieve this success through
until now, LHMC manage 4 hotel which are 3 and 4 star standard such as: Que Huong
Liberty 2, Que Huong Liberty 3, Que Huong Liberty 4 and Liberty Central. Total room of
4 hotels is 322 rooms. (scenario).
Reliability of quality outputs: to Liberty is the quality of service that always meet
customers demands so the reliability of service from Liberty is high. Beside it, all the
employees in hotel will be trained carefully before they start to service customers to
ensure the quality.
Quantity of rejects: all the facilities of Libertys hotels are ensure to be manufactured
with high quality, but sometime defective products arise which annoy customers such as
air conditioner, TV, fan and toilet. Therefore, managers of Liberty need to check to
make sure the facilities in the room are working well before customers come in and they
should call for manufacturer to fix or change the products if it is in warranty time.
Waste of electricity: to reduce the cost of electricity and water, Libertys hotel has set the
device that when customers leave the room, all the power of the room will be cut down to
save the cost and employees also noticed to turn off if in the room has some device still
running when they clean the room.
Impact on environment and community: Liberty must follow the rule when they
running their business in Vietnam such as they must put the garbage on right area to
avoid affecting to environment and community (odor, dirty). If they do not follow the
rule, they will be fined and reputation will be slow down.
Quality gateways are also contribute to ensure the output of Libertys process:
The quality gateway is a quality control filter for all requirements (Managing Business
Activities to Achieve Result Course Book, 2010, p.26). Basically, the fundamental of
quality gateway is very simple: before turn into the outputs, the inputs of process must
pass the gate. The basis to pass depend on the requirements of company to ensure about
the quality adapt with its. If the inputs are not suitable with requirements, the outputs will
be not good and vice versa.

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(flylib, nd)
Quality gateway is very important for the company who running hotel business like
Liberty because this is the key step to identify the quality of outputs from suppliers. To be
more effectively, Liberty needs to divide the role of quality gateway to employees in
whole company to make them more aware about the quality of products which import to
hotels. Based on this quality gateway, customers will be attracted by high quality
facilities and furniture in the room which make them feel comfortable like they are in
their home. Through that, waste will be cut down and reliability will be increased.
For example: Libertys hotel has good quality gateways because the facilities and
furniture of its have a high quality follow the feedback of customers after they live in
hotel. Nice hotel with good facilities, The rooms were reasonably basic but modern,
comfortable and clean (tripadvisor, 2011).

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2.1 Design plans which promote goals and objectives for your own area of responsibility.
First, board of director of Liberty need to study and analyze the companys performance to
identify problem in 2013. Following the scenario, Liberty have one problem that the board of
director wonder is the functional structure right type of structure for the hotel.
After find the problem, employees and managers of Liberty will discuss the problem together to
make plan to set objective and goal as the solution. However, the objective need to be SMART to
make clear for employees to carry out the plan in right way. By applying the SMART, Liberty
will have more chance to achieve the objective.
Besides that, there some techniques which help Liberty design their plans to promote goals and
objectives such as project management, brainstorming and mind map.
Here are some definition about the techniques which are used to design plans that Liberty should
apply.
Project management

(efederalsystems, nd)
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As project managers our team understands that working across departmental, and business areas
is essential to the successful implementation and completion of a system; with the ultimate goal
of providing a successful product and/or application. (efederalsystems, nd)
Brainstorming

(philmckinney, 2013)

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Brainstorming (what I sometimes refer to as ideation), the art of collaborative daydreaming, is

at the heart of innovation. In a brainstorming session, the creative gloves are offanything is fair
game, and nothing is too crazy, silly, unreasonable, or outlandish to be put on the table for
consideration. (philmckinney, 2013)
Mind map

(mindmapping, 2012)
A mind map is a diagram for representing tasks, words, concepts, or items linked to and
arranged around a central concept or subject. A mind map uses a non-linear graphical layout that
allows the user to build an intuitive framework around a central concept. A mind map can turn
long list of monotonous information into a colorful, memorable and highly organized diagram
that works in line with your brain's natural way of doing things. (mindmapping, 2012)

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The table below is the list of the factor which affect to the implementation of the system
(scenario)
Task name
Delivery of the computer system
Install the system
Provide details to the purchasing department
Approve the order
Train the department manager
Explain plans to staff
Produce a rota
Train the staff
Enter room size and facilities onto computer
Install electrical sockets
Finally check the system
Enter room rate onto computer

Duration
21
1
2
4
4
3
1
4
2
6
1
1

Resource
Supplier
Supplier
PM
Purchasing depth
Supplier
PM, depth staff
PM
Supplier
Supplier
Maintenance depth
Supplier
Supplier

After using the technique, the plan will be:

Cod

Task name

Duratio

Preceded by

Resource

e
A
B
C
D
E
F
G

Explain plans to staff

Provide details to purchasing depth
Approve the order and get it to supplier
Install electrical sockets and LAN
Delivery of computer system
Install the system
Enter room sizes and facilities onto

n
3 days
2 days
4 days
6 days
21 days
1 day
2 days

B
C
C
E
F

PM, depth staff

PM
Purchasing depth
Maintenance depth
Supplier
Supplier
Supplier

H
I
J
K
L

system
Enter room rates onto system
Produce a rota
Finally check the system
Train the department managers
Train the staff

1 day
1 day
1 day
4 days
4 days

G
E
G
J
K

Supplier
PM
Supplier
Supplier, depth manager
Supplier, staff

2.2 Write objectives, which are specific, measurable, achievable, realistic and time - based
to align people and other resources in an effective and efficient way.
As we know, the objectives of company must be SMART to ensure these are possible and have
more chances to achieve the objectives.
SMART criteria include:
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(accoungting-planning-confessions, 2011)

Specific: the objective of company must be clear to ensure the employees can understand

it to implement.
Measurable: the company can evaluate the objective by themselves when it has done. It
is important because it help company to evaluate by their own and give feedback to carry

out objective better.

Achievable: Liberty can achieve the objectives. The resource of company always limited,
so they need to set appropriate objectives that they can use the resource to achieve the

objectives.
Realistic: the objective should make sense and suitable with current situation of

company.
Time bound: time to complete objectives. Any objective always have to have the
deadline to be done. From this, the pressure will be set on employees to motivate them to
work hard.

For example, here are some objectives follow the SMART criteria which are suggested to Liberty
(assumption and reality)
Objective 1: increase the number of customers who like booking room and payment online up to
100 customers per month in 3 months.

Specific: increase the number of customers who like booking room and payment online.
Measurable: when objective is completed, Liberty can evaluate the objective based on

the result (good or bad) and feedbacks (what happen during the process).
Achievable: it is possible for Liberty to achieve this objective.

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Realistic: the objective related to the reputation and revenue of company because people
still afraid to book and pay online until they know the hotel very well and fit with the

context of service industry like Libertys hotels.

Time bounded: 3 months.

Objective 2: in 2013, the company expects to continue signed management contracts for other
international four star standards hotel in Vietnam. (scenario)

Specific: continue to sign management contracts with other international four star

standards hotel
Measurable: Liberty can self assess itself about the result and the process of working
with the contract for other international four star standard hotel in Vietnam after done

the objective.
Achievable: the objective take place during a year, so Liberty can be able to achieve.
Realistic: the objective is about the continuation of signing contract for other
international four star standard hotel and Liberty itself also running a hotel, so with the

context of company, the objective is important and suitable with Liberty.

Time bounded: in 2013

Objective 3: push up the percent market dominant up to 20% compare with previous seasons
during 6 months.

Specific: push up the percent market dominant up to 20% compare with previous seasons
Measurable: based on the result and feedbacks of managers and employees after
complete the objective, Liberty can evaluate the objective to improve next objective

better.
Achievable: with 6 months, Liberty can implement to achieve the objective.
Realistic: occupy the percent market up to 20% which means important to Liberty
because they will have more customers and fit with the context of company running

service industry.
Time bounded: 6 months

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2.3 Implement appropriate systems to achieve objectives in the most efficient way, on time,
to budget and meeting organisational standards of quality.
Communication system: the information is very important for the input of any process of any
company (if not, the input of company will run wrong lead to fail process), so Liberty needs to
apply the communication systems include customer relationship system, managing information
system, etc. These systems will help employees to save their time more effectively and share
important information quickly between departments and screen to identify which information is
useful. Moreover, Liberty also should provide and apply some tools to support the
communication system process to make it take place better such as mail, fax, smartphone, tablet,
Internet, telecommunication and so on. These tools will help employees to manage the system
easy and more convenient.
Operation management system: Liberty also needs to use the quality management system
(QMS) because this system provide adequate information and data of resource of company for
senior positions such as quality of product, labor force, employees performances, quality of
outputs and so on. Furthermore, the system itself set a quality standard and techniques which
force Liberty to carry out the objective to satisfy demand of customers. By applying this system,
managers of Liberty can control activities and evaluate the performance of work to make
adjustments to make it better.
Besides that, the output of process has to follow the standard of International Organization for
Standardization (ISO) (iso, nd). The ISO provide the standard requirement that any company
must follow to meet the demands of customers. For Liberty, the star of hotel is the deputation of
the standard of a hotel which make clear for customers when they choose Liberty to hire.

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2.4 Carry out work activities meeting the operational plan through effective monitoring
and control.
The suggestion for Liberty to meet the operational plan through effective monitoring and control
is the tools such as network diagram (critical path and non critical path) and Gantt chart.
Network diagram:

Gantt chart:

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Conclusion
Through the report, Liberty Hospitality Management Company will be provided the knowledge
and information about the interrelationship between different processes and functions of them,
IPO and SIPOC methods which are used to map process Libertys goals and objectives.
Moreover, they also be received the pans to promote their own goals and objective, some
objective which are followed SMART criteria and carry work activities with network diagram.

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Liberty_Hotels_Hisaronu-Hisaronu_Mugla_Province_Turkish_Aegean_Coast.html
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[Accessed 10 6 2014].

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