- Identify a business process to use as the basis for the assignment. An ideal business process is one from an organisation where you have worked or a community organisation you have been involved with (e.g. sporting club). This close association is best because it means that you will have the depth of understanding of the chosen process needed to model it accurately, and understanding of the issues associated with it that could be addressed by business process improvement. If this is not possible you must interview someone else to gain knowledge about a process they are involved with. If you are unsure what to use please discuss it with your Unit Coordinator or tutor.
- Model the process using BPMN in Microsoft Visio.
- Analyse the process to identify issues that could be resolved using business process redesign. Your As-Is model should provide a basis for this.
- Design improvements to the process. For example, consider automating some tasks by using information technology or changing the sequence of activities or making parallel paths in the process.As part of this you must consider why the To-Be process will be an improvement compared to the As-Is process and what performance indicators could be used to measure success of the redesign.
- Model the redesigned process using BPMN in Microsoft.
- Create a report to the management of the organisation from which the process comes. Note that presentation of the report including formatting and table of contents is very important and that it should be written in professional language suitable for a manager to read. It should be structured as described below.
Overview of Taj Hotel and Its Management System
The success of the organization depends on the business processes accompanied for managing the different units of the enterprise. The processes and procedures should be improved for resolving the issues and gaps which exists in the working culture of the business. The purpose of this paper is to analyse the processes of the organization through the development of As-Is model and To-be model. The efficiency and effectiveness of the enterprise working can be enhanced by improving the processes used for providing services and facilities to the customers.
The Taj hotel is located in India and is successful in providing quality of service to the customers. The emergence of new and advanced marketing procedures can affect the growth of the hotel organization. The hotel management system focuses on providing quality of service and facilities to the customers. The working of the hotel management system depends on the value created for sustaining the long term growth of the enterprise. The success of the business depends on the core processes used for managing the communication between different departments of the hotel such as house-keeping staff, food and catering staff, purchase staff, and others. The organization wants to transform its working processes to entertain customers so that the positive response can be received by them and make the enterprise ahead of their competitors in the global market (Scott, 2016). The business process helps in improving the operating efficiency of the enterprise by managing house-keeping requirements; welcome procedures for the customers, providing good quality food, and other facilities.
The operation of the hotel organization depends on the house-keeping supporting function, managing resources according to the requirement of the customers, providing quality food, and others (Seppala, 2013). The operating business process focuses on translating the input into output for increasing the growth of profitability of the enterprise. The customer requirements should be clearly determined for understanding the goal and mission of the organization to deliver good services to the customers. The operation program of the hotel management system is comprised of four processes which are classified as below:
- Control procedures for housekeeping staff members
- Physical and human resource allocation process model
- Welcome process at arrival and departure of the guest
- Providing good quality food and beverages
The operational efficiency of the hotel management program can be improved by enhancing the power of visioning the goal and objectives of the enterprise. The strategic plan should be developed for providing the quality of services and facilities to the consumers as they demanded. The relationship among the internal and external stakeholders helps in improving the flow of information and resources among the business partners to complete their specific tasks within the given amount of time. The services should be designed by analysing the feedback and reviews so that the gaps identified can be resolved by systematic planning of the operating planning. The services and facilities should be tested before providing them to the consumers. The efficiency and effectiveness of the operating processes depends on the resources management program. The business concept should be clearly defined so that the operating processes should design in the direction of project goal and objectives. The project boundaries are drawn for improving the quality of service and work efficiency of the stakeholders. The managerial efficacy of the top executives can be improved by organizing the coordination and cooperation among the stakeholder. The competitiveness among the team members helps in enhancing the work efficiency and throughput. The following diagram shows the operating processes which are used for improving the business performance and hotel management system to provide quality of service to the customers.
Operating Processes of Taj Hotel
The designing of the operating processes framework helps in managing the synchronisation in the working structure of the existing architecture of the hotel. The organization is working hard to remain ahead of the market competitors so that large number of customers get attracted towards the TAJ hotel and remain connected with it which helps in increasing the profit earned by the organization. The services provided to the customers in accommodation and food and beverages should be of good quality (Lebcir,and Choudhrie, 2011). The preference should be given to the health and hygienic condition. The accommodation services should be breakdown into number of interrelated process model such as washing of clothes, cleaning, ironing, and others. The house keeping staff activities and working hours are scheduled. The duty time of the house keeping staff changes so that customers can get 24 * 7 hours customer services support and house-keeping facilities (Otieno, 2014). The level of satisfaction and feedback of the customers should be taken for analysing the efficiency of the house-keeping staff to provide quality of service to the customers.
The As-Is model is developed for analysing the structure of the current business operating processes. The systematic framework should be developed of the operating process deployed by the existing working structure of the Taj hotel so that gaps and flaws can be identified easily and thereon the improvement plan can be effectively developed. The As-Is process model is used for analysing the issues and problems in the existing working structure of the enterprise (Halls, 2012). The streamlining and aligning of the processes helps in achieving the goal and objectives of the enterprise. The stakeholder requirement and change in the requirement specification can be easily determined by developing the As-Is process model of the undertaken hotel organization. The As-Is model is constructed by performing the effective data collection techniques so that the obscure in the operating process can be easily determined and can be set for improvement (Scott, 2016).
Interview: The interview session is organized with the team members and the top executives of the Taj hotel so that the problems and issues in the working structure can be determined.
Questionnaire: The Questionnaire is organized with the expert group and the customers so that the variance in their requirement and the quality of service provided by the organization can be effectively judged.
Observation: The observation helps in analysing and evaluating the working structure and the responsibilities provided to the team members of the Taj hotel.
Issues and Gaps in Existing Processes
Round table discussion: The round table discussion should be arranged with the expert groups and the top executives of the Taj hotel so that the gaps and issues of the working processes can be effectively determined and discussed and subsequent improvement plan can be developed for increasing the efficiency of the project.
The operating process of the Taj hotel is accompanied with various issues. The employees put their grievances that the systematic planning of the processes and activities is not done by the top executives which create the problematic and conflicting situation in the working environment of the hotel. The synchronised approach is not followed for analysing the availability of room. The customers had to wait in long queues for booking of the room. The house-keeping staffs are not having specific training to provide quality of service to the customers (Lebcir, and Choudhrie, 2011). The award and reward system is not organized by the top executives of the organization for positively motivating the employees to show their willingness in their work and helps in increasing their throughput and efficiency. The major issues which exist with the operating process of the hotel management system are that the customers are not able to get instant enquiry related to the availability of room. The organization wants to transform its working processes to entertain customers so that the positive response can be received by them and make the enterprise ahead of their competitors in the global market The longer time is taken for identifying the availability of room. The searching process results in wasting of time of the customers and the team members. The mapping of process helps in analysing the issues and gaps which exists in searching of the room availability of the existing working process of the hotel Taj.
The level of satisfaction and feedback of the customers should be taken for analysing the efficiency of the house-keeping staff to provide quality of service to the customers. The operating process of the Taj hotel can be improved by deploying the central database for hotel management system. The central control on the database information helps in increasing the efficiency of the receptionist in providing instant response to the enquiry posted by the customers for the availability of the room and hence increases the level of satisfaction (Beleiu, Crisan, and Nistor, 2015). The gaps and flaws identified in the As-Is model can be improved by changing the working scenario of the existing structure. It is recommended that the central database is created for the organization which helps in storing the information related to the availability of room, arrival and departure of the customer, check out and check in date of the customers, providing quality of services and facilities to the customers as asked by him during the booking of the room. The central database also keeps the information related to the house-keeping staffs about their duty hours and others (Kuo, 2012). The designing of the operating processes framework helps in managing the synchronisation in the working structure of the existing architecture of the hotel. The services provided to the customers in accommodation and food and beverages should be of good quality (Lindh, 2012). The preference should be given to the health and hygienic condition.
Improvement Plan for Operating Processes
The To-Be model is constructed for resolving the issues and gaps which are identified in the As-Is model of the Taj hotel management system. The managerial and the operational process of the hotel can be improved by developing the central control on the information stored in the database. The to-be model sets criteria for analysing the success of central database deployed for increasing the efficiency and work throughput of the receptionist by satisfying the customer in providing instant response of the query posted by them with respect to the availability of the room. The work strategy of the house-keeping staff should be changed according to the requirement placed by the customers during the booking of the room (Baccarini, 2015). The services and facilities are provided to the customers according to the demand placed by the consumers.
It can be concluded that the operating process of the Taj hotel should be changed and transform to the development of centralized control on the database so that the customers ar provided with the instant response of the query posted by them with regards to the room and required facilities and services. The As-Is process model is used for analysing the issues and problems in the existing working structure of the enterprise. The streamlining and aligning of the processes helps in achieving the goal and objectives of the enterprise. The To-Be model is constructed for resolving the issues and gaps which are identified in the As-Is model of the Taj hotel management system. The operating process of the Taj hotel should be changed with the central database so that they can remain ahead of the competitors.
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