In the suites of the Embassy Hotel, the housekeeping and engineering departments became antagonists because they had overlapping responsibilities for fixing problems in guestrooms. They performed the internal-guarantee process and designed specific guarantees for each other. A typical example was: "Engineering guarantees to return all work tickets to housekeeping within seven working days. If we fail to do so, we will pay housekeeping $2, from a department fund of $100, the remainder of which w...

BPIR Categories

9.2.2 Define & align work outputs & metrics
6.4.1 Improve process/service performance

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