This project requires a group of 2-3 students to analyze and suggest improvements based on quality point of view for hotel industry. Each group will be required to propose a new or improvise the current services offered by the hotel. Following is the input that each group required to perform.

Project requirements:

1. customer complaint questionnaire to understand the current problem in that hotel. Design the questionnaire based on the following guideline:

SECTION A: Demographic

B: Customer Satisfaction towards hotel services List TEN (10) types of negative aspects about the overall hotel service perception. Respondents are required to choose the top 3 negative aspects and justify their answer. Key in all the data in Excel document includes the respondent justification. (Please refer to Appendix I for the criteria that will be evaluated for questionnaire). (30 marks)

2. Based on the collected data,

Pareto Chart. Determine which negative aspect(s) fall into the 80% of total results (please refer to Appendix II for the criteria that will be evaluated for this question). (15 marks)

3. After that, draw Fishbone diagram based on the highest Pareto result. The input of the fishbone must come from the respondent justification in the questionnaire (please refer to Appendix II for the criteria that will be evaluated for this question). (25 marks)

4. Finally, propose FIVE (5) improvement plan to solve the problem (please refer to Appendix III for the criteria that will be evaluated for this question).