posted 20 November 2000 03:45 AM               

Have you drawn up a Process Map or any sort of Customer Needs Map?

posted 20 November 2000 01:11 PM               

Apprasial costs would probably include:
Checks folks do to ensure the maids have made up the room properly (you folks do sample checks, don't you?

Prevention costs would probably include:
Quality Planning such as path for registration and getting folks to their rooms.

Internal Failure costs would probably include:
Rework (room made up wrong - not enough towels, no soap, no fruit, etc.)
Process failures such as clerk forgets to turn phone on, no bell-person available to carry luggage or other similar error. Some may be a perception issue.

External Failure costs would probably include:
Complaint adjustments