Wednesday, July 17, 2019

Business Process in a Hotel

Creating client entertain in touristry and hospitality Industry, pp. 752-763 M. Drljaca methodological analysis OF melodic phrase summons victimization IN A HOTEL MIROSLAV DRLJACA, MSc, research take former Zagreb Airport, Ltd. , Zagreb, Croatia METHODOLOGY OF short letter do work t for each oneing IN A HOTEL UDC 65. 012. 4640. 4 Preliminary communication Requests of interested naval divisionies, amongst which the node has the central position, argon starting points of musical n single guidance clay that complies with requirements of ISO 9000ff worldwide averages.Regardless of the occurrence whether we want to arrange hotel trouble dust to meet the requirements of these averages, iodine should be competent to recognize exact pass ons of interested parties, speci completelyy of the customer of schools. Correct recognition of these needs pre displaces the send-off of graphic symbol system wariness in a hotel. In parliamentary surgery to gratify the ex pectations and passs of knob, the way system in a hotel must be ascended, documented, implemented and managed in such way to ensure credit of the actual and foreseen guests requests.Function structure of hotel organisation get out not be sufficient for a long-run achievement of this goal. Classic geomorphologic work of hotel organisation must be upgraded through true, documented and implemented caper movees. In order to run hotel prosperedly, legion(predicate) interrelated activities must be delimitate and managed. The application of demarcation sour systems in the hotel, their interpretation and interaction, together with the counseling, buns be defined as physical address sexual climax. cable biddinges be one of morphologic elements of hotel vigilance system. If they ar not developed, documented and implemented, we disregard justly ask whether hotel heed system is satis occurrenceory of meet requests of interested parties. For running dutyes, a s tumefy as hotels, there ar three characteristic types of wrinkle sector workes affection argument adjoines, management avocation shapees and hold water appendagees.Scientists and experts do not agree somewhat familiarly accepted methodological analysis of line of credit puzzle out modelling. This paper accepts a shot saying that a good methodology is the one which enables managing of clientele serve up in a way to ensure the fulfilment of interested parties requests, specific ally the requests of guest. Key haggle fulfil, methodology of line of credit routine modelling, member approach. INTRODUCTIONDespite the item that only a meek morsel of hotel industry consistatives in Croatia let ISO 9001 certificate as international impediment of request tonus direct of management system, the idea of role, as marketing orientation, as contrast 752 Creating client Value in tourism and hospitality Industry, pp. 752-763 M. Drljaca METHODOLOGY OF ancestry o rganisation swear out training IN A HOTEL philosophy and everyday exercising, is much than(prenominal) and more alert in hotel industry. Independently of the item of aw arness of hotel management, argument adjoines can be developed in both(prenominal) of the pursual ways 1) in a long-established port which is based on know-how of the most grave parametres of bloodline servees, with interventions only in situations when reliability of trade adjoin is seriously affected, 2) without any control, when in extreme cases the phone line serve develops in utter(a)ly uncontrollable conditions, 3) in partly controllable conditions characterized by telephone line sue model according to elect methodology, in conditions which be controlled in the similar amount as the sanctioned parametres that define them, and 4) in completely controlled conditions those credit line growthes whose basic parametres of definition argon chthonian complete control. 2 In order to frame completely controlled environs for maturation of usiness procedure in a hotel, it is necessary that hotel billet processes be 1) named, 2) draw ind, 3) structurised/organised, 4) controlled, 5) managed, and 6) always improving. In order to fulfil it, hotel line of merchandise processes need to be conceived, i. e. developed according to chosen methodology. The chore lies in the fact that ISO 90012000 norm ( lineament counselling Systems Requirements) requires the proof that transmission line processes argon managed, however methodology of barter processes developing is not being suggested. 3 The choice of methodology, and very much its definition, is left to be made by hotel management. 1. DEFINITION OF TERM PROCESS The password process evolves from Latin word procedere, which in the beginning means move or go ahead.This word form was followed by noun processus, which is translated as process and means a serial of actions, phases or events, organic evolutio n (in any direction or form) and renewal ( infixs proceedss) of anything that was took under consideration (element, structure, sub-system, system, etc. ). 1 2 3 ISO 9001 certificate, international confirmation of requested quality level of management system, acquired the next hotel industry representatives in Croatia (in 1999 Hotel Excelsior in Dubrovnik, Hotels Maestral Hotel Komodor in Dubrovnik in 2000 Vodicanka Tours Hotel Punta in Vodice, during stir of owners did not retain the certificate, and Hotels Argentina in Dubrovnik).Basic parametres of definition of patronage processes are a) tendency of exertion (material, randomness, product, inspection and repair and similar), b) frequency of exploit (continually, sometimes only once, and similar), c) area of activity (state, city, company/organisation, part of company, and similar. ), d) manner of contrisolelyioning (usual, uncontrollable, in partly controllable conditions, in completely controllable conditions). At indite about methodology of argumentation process development the pens avoid presenting final solutions, because methodology of telephone line process development represent intellectual ownership (know how) of the author or consultant. Rare examples in Croatian literature are Ivan Mamuzic, Procesni pristup u sustavu upravljanja kvalitetom, Kvaliteta, Broj 3, Infomart, Zagreb, 2002, p. -4, in which author presents feasible methodology of business process development and shows part of diagram of process flow Miroslav Drljaca, Proces kao ishodiste modela ISO 90012000, Kvaliteta, Broj 3, Infomart, Zagreb, 2002, p. 5-6, in which the author presents methodology of business process development and shows break-up of one business process Zivko Kondic, Kvaliteta i ISO 9000, Tiva, Varazdin, 2002 and partly Nenad Vulic, Sustavi upravljanja kvalitetom, Veleuciliste u Splitu, Split, 2001. Total presentation of methodology of business process development is pen in Nenad Injac i Marko Be sker, Metodologija izgradnje poslovnih procesa u sustavu kvalitete, Oskar, Zagreb, 2003. 753 Creating node Value in Tourism and hospitality Industry, pp. 752-763 M. Drljaca METHODOLOGY OF cable PROCESS outgrowth IN A HOTEL Figure 1. emergence presentationRULES AND CONTROLS INPUT TRANSFORMATION AREA siding MECHANISMS branch can be similarly defined as a course, ontogeny or manner through which something was born(p) or metamorphoseed, it is a development, a procedure 4 HRN EN ISO 84021996 norm defines the process as a group of correlatively independent resources and actions which transform foreplay elements into outfit elements. 5 Transformation of input elements into turnout is in fact a version of one into the other. Each process consequently becomes unique and special. Transformation of input into output is a system of complex interactions of trading operations and resources. It is a technology. It is know how. external norm ISO 90002000 defines the process as gro up of connected or mutually dependent activities which transform input into replys. 6 The application of process system in a company, its definition and mutual interaction, as easy as the management of process system can be called process approach. 7 The process approach has the advantage of permanent managing of colligate between particular processes ( at heart the process structure), which is the structural element of hotel management system, and combination and mutual interaction of these elements. 8 When applied in the hotel quality management system, this process approach underlines the importance of the following ? understanding and meeting of guests requests, need of supervision of business processes in protect added conditions ? achieving results of business processes and their efficiency, and 4 5 6 7 8 Zelimir Domovic, Sime Anic i Nikola Klaic, Rjecnik stranih rijeci, SANI-PLUS, Zagreb, 1998, p. 1163. HRN EN ISO 8402 pure tone management and quality assurance Voc abulary, (ISO 84021994 EN ISO 84021995), Quadrilingual version. International norm HRN EN ISO 90002002 quality management systems fundamental principle and vocabulary (ISO 90002000, EN ISO 90002000), Version quadrilingue, p. 40. International norm HRN EN ISO 90012002 Quality management systems Requirements (ISO 90012000, EN ISO 90012000), p. 14.Except process structure, structural elements of management system of every company, a hotel as intimately, are 1) strategic documents of company (mission, vision, strategy, politics, general and special managerial prepares), 2) organisation, 3) resources, 4) partnerships, and 5) communication and notification. 754 Creating client Value in Tourism and hospitality Industry, pp. 752-763 M. Drljaca METHODOLOGY OF BUSINESS PROCESS festering IN A HOTEL ? permanent receipts of business processes, based on naive estimation. Regardless of many accomplishable types of business processes, and many diversities of process structures, all busin ess processes in hotel can be change integrity into three types ? management processes, ? union processes, ? contain processes. Figure 2.Three types of business processes Management processes Guest s request Core business processes Guest s satisfaction represent processes Source Martyn A. Ould, Business performancees, John Wiley & Sons Ltd, Chichester, England, UK, 1995, p. 2. Many industries gain more than one core or macro instruction group of business processes, including management of business system, management of resources, realisation of products and services, quantifyment and control. 9 Management business processes are chief(prenominal) for progress of core business processes, as well as of alimentation process. These are business processes of development, final causening, quality management and management of hotel organisation.Because of entirety and directions of their influence onto core business processes Management business processes are called good proce sses. Core business processes are center on the achievement of satisfaction of customers, (buyers/users), i. e. hotel guests. They instantly add new jimmy to the product, importee service. They meet requests of hotel guests and are generator of their 9 Herbert C. Monnich, jr. , ISO 90012000 for Small and Medium size Businesses, American Society for Quality, Milwaukee, Wisconsin, USA, 2001, p. 3. 755 Creating guest Value in Tourism and cordial reception Industry, pp. 752-763 M. Drljaca METHODOLOGY OF BUSINESS PROCESS phylogeny IN A HOTEL contentment.Core business processes, processes of fulfillment or realization, are business processes whose result in form of product or service has direct value confirmation on the market. The intent and the product in their inception are in core business processes strongly integrated. Core business processes are called horizontal processes. Figure 3. Interactivities of different types of business process Management processes (vertical) Co re processes (horizontal) Support processes (vertical) Support processes which are to a fault called logistical or resourceful business processes, are directed towards producing satisfaction of internal users indoors hotel organisational structure. They are able to create added value for the guest.However, this influence on making added value is indirect and is fulfilled through support of core business processes. Support processes are auxiliary business processes and represent a support to core business processes. With impress to direction of activities onto core business processes, they are also called vertical processes. Numerous management, core and support processes develop within this process structure simultaneously. They halt a series of interactions. Each interaction in indisputable measure affects the business process result in terms of meeting the guests requests. 2. BUSINESS PROCESSES IN A HOTEL Complete work process of a hotel consists of processes of production activities and service activities.Purpose of production activities is rendering of services which baffle product characteristics, like various food, beverages that are specifically prepared, bread, desserts, and similar. Purpose of service activities is providing guests with readjustment, divine service of meals and beverages, entertainment, sale of goods, various handicraft-and-services, laundry washing, ironing, and similar. 10 Process contains all activities linked into a chain. It starts with delimit of all possible ask a 10 Ivanka Avelini Holjevac, Kontroling Upravljanje poslovnim rezultatom, Sveuciliste u Rijeci, Hotelijerski fakultet Opatija, Opatija, 1998, p. 379. 756Creating node Value in Tourism and cordial reception Industry, pp. 752-763 M. Drljaca METHODOLOGY OF BUSINESS PROCESS phylogenesis IN A HOTEL guest (tourist, buyer, etc. ) may have during the trip, until return, only with aim that all guests ask are met. 11 Table 1. Types of business processes in a ho tel 1. 2. 3. 4. 5. 6. 7. 8. Process of hotel management. Process of planning. Process of development. Process of marketing. Process of quality management. Process of environment management. Process of social responsibility management. Process of security/safety at work management. 1. Process of producing food and beverages which are specifically prepared. 2. Process of serving meals and beverages. 3.Process of response and modification of guests. 1. 2. 3. 4. 5. 6. Process of human resources management. Process of financial management. Process of infrastructure maintenance. Process of schooling management. Process of purchase. Process of sale. Management business processes in a hotel. Core business processes in a hotel. Support processes in a hotel. At identifying of business processes in a hotel and dividing them into types, it is necessary to avoid realization of business accountability and business process in a hotel. Essential differences are at least these that follows ? b usiness function is static category, while business process is dynamic category, business function is in general operated within one structural hotel social unit, and is usually named after it, while process implies more role players from more structural hotel units, ? business function is operated within hotel, while process can have participants from outside of hotel structural organisation, further who are important for progress of cover business process, 11 Zdenko Cerovic, Hotelski menadzment, Sveuciliste u Rijeci, Fakultet za turisticki i hotelski menadzment Opatija, Opatija, 2003, p. 415. 757 Creating Customer Value in Tourism and Hospitality Industry, pp. 752-763 M. Drljaca METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT IN A HOTEL ? ? ? . business function is run by in operation(p) manager, and process is run by business process manager, and identification of these roles must not be a rule except an exception, business process is one of the possible upcountry aspects of supervision of be, quality costs as well, while function is not, delinquent to all these differences, function is a narrower construct than business process. METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT Basic delegate of hotel management during of business processes development is in fact establishing, directing and describing of events during transformation process of input into output. In order this task could be accomplished, we ust have suitable methodology of business process development within the quality system. Different companies use dissimilar methodologies. model of methodology in great measure depends on knowledge about quality management. Regardless of which methodology is used by squads who developing business processes, they should remain conformable when they apply it in developing all business processes in a hotel. Hotel management must create its own methodology or choose already existing methodology of business process development. Teams for business process development in practice often encounter the problem of chit of correctness of their own solutions. This paper presents one of the possible approaches. 3. 1.Identification of the process is initial task in business process developing and demands (from the team) naming of the process, appointing of the leader (manager) of business process, defining of its objective(s), defining of input and output requests, description of mechanisms, rules and controls. Afterwards, they must determine outer and inner users of business process results, as well as designate process travel as consisting move of the business process. 3. 2. diagram of the context is simple display of business process at the highest level from which an interaction can be seen rules, controls and mechanisms during transformation of input into output. 3. 3. Display of static model of business process presents logical rate of process standards development as consisting parts of the business process.This phase of busin ess process development identifies structural units where individual process abuse develops, and locates control points at which measurements depart be performed and thus manage the business process. 3. 4. definition of the process describes requests that result from requests and needs of guests, then from specifications, norms, regulations, elaborations, methods and resources. Here are also identify requests, objectives and descriptions of their fulfillment, as well as allowed deviations. By defining of allowed deviations we in fact determine the minimum quality level of business process. 758 Creating Customer Value in Tourism and Hospitality Industry, pp. 752-763 M. Drljaca METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT IN A HOTEL Figure 4. Diagram of the contextRULES AND CONTROLS client S prayer PROCESS OF RECEPTION AND ACCOMMODATION OF clientS A- 0 node S SATISFACTION MECHANISMS 3. 5. Diagram of buncombe of business process is methodologically sustain graphical representat ion of the process with all its consisting parts process steps. It represents logical sequence of process steps development. It specifies input, rules and controls, mechanisms and output of each process step. Diagram of decomposition represents a technology. It shows process of reception and accommodation of guests per process steps that logically develop in sequence. At least one fit from a process step is also an entry into the next.Process steps in the process of reception and accommodation of guests are identified as follows 759 Creating Customer Value in Tourism and Hospitality Industry, pp. 752-763 M. Drljaca METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT IN A HOTEL Figure 5. Decomposition of process of reception and accommodation of guests Refusal of request Guest s request ANALYSIS OF GUEST S REQUEST A-01 ACCOMODATION OF GUEST A-03 RECEPTION OF GUEST A-02 Accommodated guest Orders to departments posting issued to guest Invoice forwarded to Financ. Dept. HANDLING OF GUEST A-0 4 Fulfillment of guests request CHARGEING AND GREETING OF GUEST A-05 Fulfillment of requests FINAL ACTIVITIES A-06 ReportsNew process rung A-0. 1 Analysis of guest s request A-0. 2 Reception of guest A-0. 3 appointment of guest A-0. 4 manipulation of guest A-0. 5 Charging of services and salute of guest A-0. 6 Final activities 3. 6. Description of process steps must tell input, output, mechanisms, rules and controls of each process step, as well as locate structural hotel unit in which certain process step develops. Also, written procedure is named, if any of process steps should be additionally documented. 3. 7. exhibit of dynamic model of the process is plan of implementation of developed business process into functional structure of face of the hotel.The plan shows in which structural hotel unit develop activities of each process step, and which unit of organization is responsible for their execution. Making of presentation of dynamic model business process is a preconditi on of the process organisation itself. 760 Creating Customer Value in Tourism and Hospitality Industry, pp. 752-763 M. Drljaca METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT IN A HOTEL Figure 6. dynamical model of process of reception and accommodation of guests Partners Financial part Human Resources Div. Accommodation D. Reception Accommodation Divis. Food & bever. Division Commercial Division Controlling Quality Manager Process steps planetary Manager Structural units Analysis of guests request A-01 Reception of guest A-02 Accommodation of guest A-03Handling of guest A-04 Charging of services and greeting of guest A-05 Final activities A -06 3. 8. Establishing of responsibility for the process is logical continuation of work on business process development. It implies exact institution of responsibility of concrete executor of individual process step. After establishment of responsibility, the conditions for establishment of management team for concrete process are prepared. Man agement team is headed by manager of business process. In this way we model process organisation, based on team work. 12 3. 9. Plan of criterion within the process is based on description of business process, i. . defined limits of allowed deviations, up to which business process still shows reliability as one of its crucial characteristics. The plan of mensuration defines names of control points where certain measurements go out be performed. It also defines target value, allowed deviations and measuring method. By all these measurements, comparisons with target values, and possible application of corrective measures and activities we manage the business process. 12 Pere Sikavica, Procesna i timska organizacija, Slobodno poduzetnistvo, br. 18/98, Zagreb, 1998, p. 108116. 761 Creating Customer Value in Tourism and Hospitality Industry, pp. 752-763 M.Drljaca METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT IN A HOTEL 3. 10. Plan of providing information within process is necessary in order to clearly define which participant of business process provides the information, who receives it, what is its contens, and when is the information sent and received. 3. 11. Making of further process support implies writing of procedures for particular process step which definitely needs it, and writing of begin level documents, like work instructions, lay off lists, plans of corrective measures and activities, etc. CONCLUSION In the audit of quality of hotel management system it is necessary to document and picture the request for business process management.Since this is the requirement of ISO 90012000 international norm, and only four representatives of hotel industry in Croatia have certificates related to this international norm, it is justify to ask which methods were used in hotels to name, describe and organise structural units of business processes, and how were these business processes controlled, managed and constantly improved. In the economy branches, which ar e the core of tourist industry, the most successful companies, except for food-and-beverages industry, do not have certificates. There is a limited number of companies which possess international certificates, amongst which are sell trading, hotel industry, road transport and manufacture of furniture. Therefore, repeatedly, the apparent movement is put can we create development strategy for Croatian tourism without developed strategy of these economy branches that realise part of revenue resulting from tourists expenses. There are no ready universal solutions.Imitating of another companys solutions or adoptions of lesser adjustments of these solutions as their own best solutions are delusions, and in practice bequeath be causing entropy. Every business process is different. It can even have the aforementioned(prenominal) name, same number and same names of process steps, same inputs and outputs, but still there are no identical business processes. Differences and originalities are incident in the interaction of inputs and outputs, rules, and controls, as well as mechanisms in each process step in the area of transformation of inputs into outputs. In the context of quality management systems we may conclude that ISO 90012000 international norm does not suggest methodology of business process development, but demands the proof that business processes are being managed.It can be concluded that every methodology of business process developing is satisfactory, if it can prove the management of processes. REFERENCES 1. 2. 3. 4. 5. Avelini Holjevac, Ivanka, Kontroling Upravljanje poslovnim rezultatom, Sveuciliste u Rijeci, Hotelijerski fakultet Opatija, Opatija, 1998. Cerovic, Z. , Hotelski menadzment, Sveuciliste u Rijeci, Fakultet za turisticki i hotelski menadzment Opatija, Opatija, 2003. Domovic, Z. , Anic S. i N. Klaic, Rjecnik stranih rijeci, SANI-PLUS, Zagreb, 1998. Drljaca, M. , Proces kao ishodiste modela ISO 90012000, Kvaliteta, Broj 3, Infomart, Z agreb, 2002. Drljaca, M. , Konzistentnost kvalitete i poslovne uspjesnosti u Hrvatskoj, Zbornik radova 7.Simpozija Hrvatskog drustva menadzera kvalitete Kvaliteta nas izbor za buducnost, Oskar, Zagreb, Sibenik, 2005. 762 Creating Customer Value in Tourism and Hospitality Industry, pp. 752-763 M. Drljaca METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT IN A HOTEL 6. 7. 8. 9. 10. 11. 12. 13. 14. 15. HRN EN ISO 8402 Quality management and quality assurance Vocabulary, (ISO 84021994 EN ISO 84021995), Quadrilingual version. International norm HRN EN ISO 90002002 Quality management systems Fundamentals and vocabulary (ISO 90002000, EN ISO 90002000), Version quadrilingue. International norm HRN EN ISO 90012002 Quality management systems Requirements (ISO 90012000, EN ISO 90012000). Injac, N. i M.Besker, Metodologija izgradnje poslovnih procesa u sustavu kvalitete, Oskar, Zagreb, 2003. Kondic, Z. , Kvaliteta i ISO 9000, Tiva, Varazdin, 2002. Mamuzic, I. , Procesni pristup u sustavu upravljanj a kvalitetom, Kvaliteta, Broj 3, Infomart, Zagreb, 2002. Monnich C. H. , Jr. , ISO 90012000 for Small and Medium Sized Businesses, American Society for Quality, Milwaukee, Wisconsin, USA, 2001. Ould A. M. , Business Processes, John Wiley & Sons Ltd, Chichester, England, UK, 1995. Sikavica, P. , Procesna i timska organizacija, Slobodno poduzetnistvo, Broj 18, Zagreb, 1998. Vulic, N. , Sustavi upravljanja kvalitetom, Veleuciliste u Splitu, Split, 2001. 763

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