Benchmarking & BPR For Lift Management

Assignment for MMS & PGPMS Operations Students @ DSIMS

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Situation Detail
I am the Owner / Manager of a Hotel with 2 lifts The Hotel has 25 Floors With 24 Rooms on Each Floor I find lifts are constantly moving up and down number of times without carrying any passengers Customers complain about not getting the lift in time as well as number of times when they make stops when they go up / down without any one getting in the lift Customers with rooms near the lift complain about noise from operation of lift My Maintenance manager tells me that this un-necessary operation increases the maintenance. The Maintenance manager would like to see the overall working load on lifts to be reduced so as to offer better maintenance windows as well as reducing wear & tear
For ease of operation Consider lift usage in DSIMS
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Problem Identification
Any further problems that you need to identify? How bad / desperate is the situation? What are the features of such problems? What are the end results due to them? Which end results can be cured? What benefits are expected from solving them? Which benefits will provide an economic return? How will you estimate these returns?
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Any further problems that you need to identify? Room service thanda khana Laundry delay Delay in house keeping Corporate customers miss meeting deadlines being hotel Incresed cost of lighting stair case Carbon foot print

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How bad / desperate is the situation?

Lost of customer loyalty Customer dissatisfaction Increase in cost Cascading effect on all operations Bottle necking of all operation Disgruntled employees

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What are the features of such problems?

Improper infrastructure Algorithm problem Unbalanced utilization Lack of time for maintenance window

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What are the end results due to them? Frustated stackholders like customers, empolyees Loss of busineesss Incresed cost Gradual failure of all operation Decrese in brand value of hotel (bad reviews)

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Which end results can be cured?

Customer dissatisfaction Efficeincy of employees Service levels Cordination among all operations

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What benefits are expected from solving them?

Customer satisfaction Customer retention Improvemnet in service level Enhanced brand equity Cost of operations will decrese Better coordination among all operations such as house keeping and room service

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Which benefits will provide an economic return?

Cost of maintence Cost of operations like energy Customer retention Good reviw will fetch new customers Responsive room service would fetch more orders hence more revenue

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How will you estimate these returns?

Room service in terms of total revenue Time taken for each order number of times maintainece required Number of repeted customers Number of Customer complaints Efficincy of room service staff in terms of total time taken Reduction in energy cost
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