FPCON: Bravo C Current Students - North Centr X Shelby Ranch Case Study X M Reset your password - frank.v.v X *Homework Help - Q&A from ( X G how to take a screen shot on sa X + X https:/cstate.instructure.com/courses/2533466/assignments/22543151 ... E Shelby Ranch action register.xisx NC LEARNING Minimize File Preview - + B Action Register (? Action Fishbone Item number Number Description Who Status Result/Follow UP Need better training plan; must retrain all new housekeepers 1,2,4,6 AL 1 NOW John Completed June 8 all shifts will monitor checklists for accuracy and completion to ensure training sticks Need better training plan long Al 2 term John In Process will be available by July 10 Talk with receptionist and night Al 3 supervisor John Completed on June 10 monitor complaints to be sure we are receiving night information Talk with purchasing meeting with purchasing and housekeepers across all shifts. Purchasing uses room checklist to re-order Al 4 All Completed June 12 materials. Must complete room checklists! Talk with maintenance Al 5 supervisor John Complete Maint supervisor says all A/C systems running ok, but will re-look at it graph paper. docx Minimize File Preview - ZOOM + O Type here to search 3:33 PM ~ )11/30/2019FPCON: Bravo C Current Students - North Centr X Shelby Ranch Case Study X M Reset your password - frank.v.v X *Homework Help - Q&A from 0 X G how to take a screen shot on sa X + X https:/cstate.instructure.com/courses/2533466/assignments/22543151 ... V E Discussions Minimize File Preview NC LEARNING Quizzes - ZOOM + Grades 29 You are the Housekeeping Manager of the Shelby Ranch Luxury Resort in Myrtle Beach South Carolina. The Shelby Ranch Resort chain is a series of 5 and 4 star hotels with amenities such as tennis, golf, spa People treatments, fine dining and guided nature tours. It caters to middle and upper middle income older and retired couples. To adequately staff during peak summer months, your hotel hires many Hospitality Student Course students from local colleges. These students are scattered through every department in the hotel and Evaluations usually paired with regular, full-time staff in order to learn their duties. It is an informal system that has worked well in the past. The corporate Shelby structure uses a standard quality reporting system based on complaints fielded at the receptionist desk and also from complaint cards placed in rooms. In general, complaints are categorized into departments. For instance, all complaints about rooms are categorized under the Housekeeping Department. Complaints about food service go to the Dining Department. Complaints (? about facility and grounds go to the Maintenance Department. Each department has a monthly control chart where the control limits vary by month in order to allow for the increase in occupancy rates during the summer. If any department in any hotel is above the control limit two months in a row, then a formal report must be submitted to corporate describing corrective actions taken. If any department is above the control limit for three months in a row, corporate sends a team of investigators to the hotel. Your Housekeeping Department was "out of control" (above the upper control limit) in June for the first time in three years. June was an awful month for you. The normal training program with the college hires did not go smoothly and room quality suffered. In early June, you sat with a group of housekeepers and brainstormed about some of the problems and possible solutions (see fishbone diagram). As a result, several improvements were put into place. Since then, you sense that things are back to normal. The hotel manager has a Quality Meeting with all departments on Monday, and so you pull the results for the first two weeks of July. You are shocked to see Week I at 26 room complaints and Week II at 24 room complaints. At this rate you will be "out of control" in July also! You decide to dig deeper into the numbers to find out what's going on. 1. Develop an SPC chart for the months of January through June of 2015. Why is June "out of control"? Note your SPC charts will have "variable" control limits due to the change in sample sizes. (2 pts for accurate chart and 2 pts for correct answer) 2. Develop pareto charts of complaints for June Weekly Avg, July Week I and July Week II (three charts). Compare and note any trends. (6 pts for accurate charts and 2 pts for trends noted). 3. Study the fishbone diagram and then compare to the pareto charts. Attached is a checklist of what is required to turn in for the case study: check list for the Shelby Ranch case study.docx You will need the following documents to assist you with the case study: data for the Shelby Ranch case study xisx O Type here to search He 3:33 PM ~ Z )11/30/2019FPCON: Bravo C Current Students - North Centr X Shelby Ranch Case Study X M Reset your password - frank.v.v X *Homework Help - Q&A from O X G how to take a screen shot on sa X + X https:/cstate.instructure.com/courses/2533466/assignments/22543151 ... V E Discussions Minimize File Preview NC LEARNING Quizzes - ZOOM + Grades 29 Your Housekeeping Department was "out of control" (above the upper control limit) in June for the first People time in three years. June was an awful month for you. The normal training program with the college hires did not go smoothly and room quality suffered. In early June, you sat with a group of Student Course housekeepers and brainstormed about some of the problems and possible solutions (see fishbone Evaluations diagram). As a result, several improvements were put into place. Since then, you sense that things are back to normal. The hotel manager has a Quality Meeting with all departments on Monday, and so you pull the results for the first two weeks of July. You are shocked to see Week I at 26 room complaints and Week II at 24 room complaints. At this rate you will be "out of control" in July also! You decide to dig deeper into the numbers to find out what's going on. (? 1. Develop an SPC chart for the months of January through June of 2015. Why is June "out of control"? Note your SPC charts will have "variable" control limits due to the change in sample sizes (2 pts for accurate chart and 2 pts for correct answer) 2. Develop pareto charts of complaints for June Weekly Avg, July Week I and July Week II (three charts). Compare and note any trends. (6 pts for accurate charts and 2 pts for trends noted). 3. Study the fishbone diagram and then compare to the pareto charts. a. What problems were resolved through the action plan and which problems were not addressed? (2 pts) b. Do the pareto charts support your conclusions? Why or why not? (2 pts) c. What will be your strategy in the Quality Meeting on Monday? (2 pts) 4. Do you believe the Shelby Ranch quality system is adequate? What improvement ideas do you have? (2 pts) Attached is a checklist of what is required to turn in for the case study: check list for the Shelby Ranch case study docx You will need the following documents to assist you with the case study: data for the Shelby Ranch case study xisx O Type here to search 3:33 PM ~ )11/30/2019FPCON: Bravo C Current Students - North Centr X Shelby Ranch Case Study X M Reset your password - frank.v.v X *Homework Help - Q&A from 0 X G how to take a screen shot on sa X + X @ A https:/cstate.instructure.com/courses/2533466/assignments/22543151 ... E data for the Shelby Ranch case study.xlsx NC Minimize File Preview LEARNING O - ZOOM + The Shelby Ranch Luxury Resort Room Complaints Jan Feb Mar lune 43 Aug rept Nov Dec 2012 2013 52 45 B 2014 48 2015 48 Control Chart Upper Control Limit 50 60 LOC Lower Control Limit 868 70 o 100 Center Line 85 35 838 8 8 8 June (? 2015 Room Weekly July Week July Week Complaint Details AV 11 Electronics Noise N .0 2.0 temperature .7 cleanliness (dirt) cleanliness (bugs) WOWNO IN ENWHNW 2.2 cleanliness (p/u) .0 timing/response 2.50 towels missing 10 SAWWUNG 1.75 ANDNNONN WHNHMVNW soap/shampoo missing 3.0 2 furnishings 1.0 maintenance 0.75 total 124 31 GOON 24 Definitions: Electronics: Any complaint associated with the TV, stereo or WIFI systems. Usually responsibility of maintenance dept. Noise: Any complaint associated with noise and other problems from other guests. Responsibility of front desk to resolve. Temperature: Any complaint associated with room too hot, too cold, or broken thermostat. Responsibility of maintenance dept to resolve. Cleanliness (dirt): Any complaint associated with dirt in any room or bathroom including failure to vacuum. Responsibility of housekeeping dept. Cleanliness (bugs): Any complaint where a bug was found in the room (live or dead). Usually responsibility of housekeeping unless chronic. Cleanliness (p/u): Any complaint where the room has not been adequately picked up and made tidy. Responsibility of housekeeping dept. timing/response: Any complaint that was not resolved quickly. Could be almost any dept responsibility. towels missing: Any complaint where linens were missing or not adequately stocked in the room. Responsibility of housekeeping dept. Soap/shampoo missing: Any complaint where soap, shampoo, or lotion was missing. Responsibility of housekeeping dept. Furnishings: Any complaint associated with missing ice buckets, dry cleaning bags, promotional materials, etc. Responsibility of housekeeping dept. Maintenance: Any complaint not captured in other categories associated with maintenance dept such as broken furniture, damaged blinds, etc. Shelby Ranch fishbone diagram.pdf Minimize File Preview https:/cstate.instructure.com/courses/2533466/assignments/22543151# - ZOOM + 3:33 PM O Type here to search e ou ~ Z )11/30/2019O Type here to search MATERIALS + PEOPLE no one June 6, 2014 told them they have Meeting to do it Rope lists Need better not completed some new employees not completing training plan towels room checklist missing many regular week no replacement employees 2 days Ins sick in June talk with missing purchasing , why material some new employees Shampoo, etc not ordered not trained ROOMS seem hot ROOM bury COMPLAINTS ROOM checklists slow not completed properly responsiveness new people new receptionist see INES you saop call us M talk with receptionist and night Supervisor PROCESS ~ ) 11/30/2019 3:33 PM ZOOM +O Type here to search MATERIALS PEOPLE no one told them 9 they have /see to do it training checklists not completed some new employs not completing towels room checklist missing week no replacement 2 days Ins shampo available talk with purchasing , why material some ne shampoo, etc not ordered employed not Rooms seem hot Imaint man Says A/c not working with Room check maint . Supervisor slow not complete responsiveness new receptionist MACHINES you saop talk with call us M receptionis and night supervisor PROCESS ~ 2) 11/30/2019 3:33 PM ZOOM +