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Case Study #1 - How Many Calls Does it Take to Change a Lightbulb?

The phone was ringing. Again. The tonal buzz was insistent, and at 5:15 PM, it was not likely to be good news for Abel Wallington, the director of engineering for the hotel. Recently, Maia Bounacas, the general manager, had asked him to detail the benefits the property had been experiencing since installing a new computer management system. A sister property was considering installing the same system, and Abel wanted to help them make the most of it.

He picked up the phone and had barely gotten out his greeting when the strident voice of Daphne Remonstra, the front office manager, interrupted him. "Abel, what is going on in your department? This is the fourth time this week that we're sitting on forty-eight out-of-order rooms right before the height of my convention coming in, and they're all going to be sitting in the lobby waiting for rooms. Our coat-check room is full of luggage, and our bell attendants can barely manage."

Abel clicked onto the work order system, grateful that the system put the status of all work orders at his fingertips. "I couldn't have done this six months ago, of course. Six months ago, we weren't having these problems." He quickly sorted the work orders and saw that thirty-nine of the forty-eight out-of-order rooms had issues with light bulbs and that his only electrician was currently working on them. "We should be getting them in pretty quickly, Daphne," he said. "But you know Maia has a policy about burned-out light bulbs and won't let us release a room until they're changed."

"What I know is that I've got to comp drinks for a lobby full of weary travelers!" Daphne slammed the phone down.

Abel sighed and set aside his report to go help his skeletal evening staff replace light bulbs and get the rooms back into order more quickly. Ninety minutes later, he chatted with his swing shift engineer, Vernon. "I dunno, boss," Vernon said as he shrugged into his jacket and punched his passcode into the system to clock out. "It's awful common. It's slow for hours, and then we get slammed with more work orders than we can fulfill before check-in time. Sure would be nice if we could get these done earlier in the day."

"That it would," Abel agreed. "Have a good night, and I'll see you tomorrow."

He went into his office and pulled up his report again. The maintenance system allows attendants to call in requests directly to the work order system. The system then generates a work order, prioritizes it, and sends it to the pager that the maintenance staff carries.

1. What is the main problem in this situation?

2. How should the hotel address the problem?

3. How does a computerized work order system benefit the hotel?

Answer :

The main problem in this situation is the high number of out-of-order rooms and burnt-out light bulbs in the hotel. This is causing inconvenience for guests and affecting the hotel's operations.


To address this problem, the hotel should consider the following steps:

1. Increase the number of staff members responsible for maintenance and light bulb replacement.

This would help expedite the process and ensure that rooms are ready for guests in a timely manner.

2. Implement a preventive maintenance schedule for regularly checking and replacing light bulbs in rooms.

This proactive approach would help minimize the number of out-of-order rooms and reduce the workload on maintenance staff.

3. Improve communication between different departments.

By keeping each other informed about the status of work orders and the availability of rooms, the hotel can better manage guest expectations and avoid overbooking.

4. Consider upgrading the lighting system to more durable and long-lasting bulbs.

This would reduce the frequency of bulb replacements and minimize the chances of rooms being out of order due to burnt-out bulbs.

A computerized work order system benefits the hotel in several ways:

1. Streamlined process: The system automates the generation and tracking of work orders, eliminating the need for manual paperwork and reducing the chances of errors or miscommunication.

2. Efficient resource allocation: With a computerized system, the hotel can easily assign and prioritize work orders based on urgency and available resources.

This ensures that maintenance tasks are completed in a timely manner and prevents unnecessary delays.

3. Improved response time: The system enables staff to receive work orders promptly through pagers or other devices, allowing them to address maintenance issues quickly and efficiently.

4. Data analysis and reporting: A computerized system can generate reports and analytics on maintenance trends, helping the hotel identify recurring issues and take proactive measures to prevent them in the future.

Overall, a computerized work order system helps the hotel streamline its maintenance operations, improve guest satisfaction, and ensure the smooth and efficient functioning of the property.

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