“…improving our levels of Guest satisfaction with the maintenance and condition of our bedrooms”.

1. Kindly sponsored by: “…improving our levels of Guest satisfaction with the maintenance and condition of our bedrooms”.

2. Outline of Presentation • What is ? • Why is it important to our hotel? • How does it work? • What next?. During this presentation, we will cover:

3. Guest Satisfaction (GSTS) • Maintenance of Guest Rooms • Condition of Furniture, Carpet, etc. • Problems. Improvement Target Areas:

4. What is ? • Helps the hotel address the 2 key drivers simultaneously in a relatively short time frame • Addresses concerns of irregular and ineffective Preventive Maintenance and Corrective Maintenance • Helps to improve condition of guest rooms • Provides a systematic process to: • Track frequency of defects • Identify root causes • Requires the hotel to: • Manage manpower • Minimise costs • Manage scheduling. is a tool that:

5. Room Maintenance Deployment Tree

6. Rationale of • Guests place greatest importance around items that they consider part of their “personal space” • Guests expect items that are easily fixed to be fixed • Guests perceptions of importance (which drive GSTS answers) are built in the data collection/analysis so as to give more weight to the most important room attributes Results of global survey (in-depth guest interviews): • Rectify the frequently occurring defects that the guests deem as important. • Incorporate this focus into the hotel’s preventive maintenance programme.

7. Implementation Process • PREPARATION FOR I-FIX • Communication with management Team on the rationale and importance of I-Fix. • Appointment of I-Fix Project Leader. • Agree on project plan and timelines. • Input details of hotel into the website. • STEP 1: INITIAL DATA COLLECTION • Print audit forms. • Establish benchmark for the audits. • Conduct audits of 33% of the total hotel rooms or 80 rooms, whichever is higher. • Input collected audit data into the toolkit. • STEP 2: SWAT • Analyse results from the initial data collection. • Brainstorm on possible root causes of the top 67% of defects. • Determine solutions to address the root causes; considering the manpower, methods, tools, time and cost required for each action. • Eliminate the determined defects in all guest rooms by SWAT team. • STEP 4: MAINTENANCE • Review and upgrade existing Preventive Maintenance Programme to incorporate actions taken by SWAT team. • Continuous and effective Preventive Maintenance Programme. • Conduct 30 room audits each month. • STEP 3: CONFIRMATION DATA COLLECTION • Conduct audits of 33% of the total hotel rooms or 80 rooms, whichever is higher. • Input collected audit data into the toolkit. • Confirm SWAT actions eliminated 67% of defects as planned.

8. What Next? • I-Fix is intended to be a one-time effort and improvement, after which Preventive Maintenance work will sustain it • Hotels managed by IHG are now being asked to budget and implement a new Engineering System – ESCAP (Engineering Systems Computer Aided Programme) • After I-Fix, a hotel must have a preventive maintenance programme that is: • Optimum • Executed well and at recommended frequencies • Refined with I-Fix findings.

9. The buttons are arranged in sequence here, starting from Hotel Setup all the way to Maintenance

10. Step 1 - Click here to start setting up Rooms for audit Step 2 - Click here to start setting up the Currency to be used throughout this application Click the Back button (at the bottom right hand side of the screen) to go back to the Main menu.

11. Click the Back button (at the bottom right hand side of the screen) to go back to the Hotel Setup main menu.  1. Room Setup Indicate the Floor number and Room number(s) and click Add button to add to the list below Rooms are categorized by the floors they are located on

12.  2. Currency Setup Select the currency from the drop-down list and click Update to save into the system Click the Back button (at the bottom right hand side of the screen) to go back to the Hotel Setup main menu.

13. After setting up Room and Currency, next stage is to do Initial Data Collection (Stage 2)

14. Step 1 - Click here to print out the room checklist(s) Step 2 - Click here to start to enter the data for each room checklist Step 3 - Click here to analyze the impact of data entered for the checklist Click the Back button (at the bottom right hand side of the screen) to go back to the Main Menu.

15.  1. Print Checklist a. This option prints out only 1 copy of the checklist (recommended for slow network connection) b. This option prints out all checklists (will take a much longer time for the output) Click the Back button (at the bottom right hand side of the screen) to go back to the Initial Data Collection menu.

16. Room numbers are categorized into different floors. There will be a checklist following this room list that can be printed out and used for auditing when visiting the rooms individually • Choose the printer attached to your computer and start printing in paper form • This is a pop up window. Close it by clicking on the in the top right hand corner  1. Print Checklist  a. Print Room List

17. This is a pop up window. Close it by clicking on the in the top right hand corner. • Choose the printer attached to your computer and start printing in paper form.  1. Print Checklist  b. Print All Checklists Hotel Name, Room number and textbox for input of Audit Date Built-in weights to each attribute to incorporate guests’ perception of importance Questions are categorized into specific sections

18. Click the Back button (at the bottom right hand side of the screen) to go back to the previous menu.  2. Input Completed Checklist Legend to explain the differences in the font colour of the Room numbers Click on each room number’s hyperlink to go into the room’s checklist and input the opinion to each question

19.  2. Input Completed Checklist Room number that was selected in previous screen Input the opinion to each question by ticking the corresponding checkboxes Click “Submit & Do Next Audit” button to save this data input and proceed to the next checklist audit Click “Submit” button to save this data input

20.  3. Data Analysis & Summary I-Fix Score, Average Score and Target Items with lighter shading correspond to the significant few, contributing the most to guest perceptions – accounting at a minimum for 67% of total points lost Click on either Up or Down to move items in/out of the SWAT list. System re-calculates the cumulative percentage. Click here to transfer more items to SWAT. View graph View original ranking of all defects. Submit to SWAT Click the Back button (at the bottom right hand side of the screen) to go back to the Initial Data Collection menu. • Out of the defects shown here, those with cumulative % not more than 67% will be considered under SWAT.

21. This is a pop up window. Close it by clicking on the in the top right hand corner.  3. Data Analysis & Summary  Graph 67% red target line

22. This is a pop up window. Close it by clicking on the in the top right hand corner.  3. Data Analysis & Summary  View Original Ranking This list shows all the defects, ranked from most significant to least. This screen view allows user to isolate possible additional items that can be added “manually” to the list of SWAT items (beyond the minumum number pre-selected that accounts for 67% of total) – including the “easy picks”

23. After the Initial Data Collection stage, next stage is to perform SWAT (Stage 3)

24. Step 1 - Click here to start SWAT costing process Step 2 - Click here to start to input the actions and methods to fix the defects Step 3 – Click here to view a system-recommended schedule for the actual SWAT work Step 4 – Click here to start actual SWAT auditing Click the Back button (at the bottom right hand side of the screen) to go back to the Main Menu.

25.  1. SWAT Costing Input the Cause and Solution for each defect and also the estimated amount of time to fix and cost to fix Click the Back button (at the bottom right hand side of the screen) to go back to the SWAT menu.

26.  1. SWAT Costing Max. Time allocated for each room (in minutes) and also the Currency used for the fix Click on either Up or Down to move the item. "Cumulative Effective time to fix per room (mins)” and “Cumulative Effective Cost to fix per room" will be re-calculated at each move Click here to go back to the Input page to edit Click here to confirm the SWAT costing Click the Back button (at the bottom right hand side of the screen) to go back to the SWAT menu.

27.  2. SWAT Work Input the estimated frequency, amount of time to fix, method, tools, additional tips, and sequence of each SWAT work. Click here to pop up a SWAT Work detail window and print out on paper.

28.  3. SWAT Schedule Recommendations by the system on the estimated effort needed. Click on this link to view the rooms that were not scheduled for any week. Detailed schedule grouped by weeks. Edit link to add/remove room numbers to a particular week. Click here to print out the detailed room list Schedule.

29. This is a pop up window. Close it by clicking on the in the top right hand corner.  3. SWAT Schedule Click the Edit link to add/remove room numbers to a particular week Check or un-check any boxes to include and/or exclude for that week Scroll down and click Add button to add the room(s) to the list for that week.

30.  4. SWAT Audit Auditing 5% of the SWATed rooms allows monitoring the quality of the ongoing SWAT work Step 1 - Click here to print out the checklist(s) based on a particular week Step 2 - Click here to input checklist based on a particular week Step 3 - Click here to compare SWAT (before and after) on a weekly basis Click the Back button (at the bottom right hand side of the screen) to go back to the SWAT menu.

31.  4. SWAT Audit  1. Print Checklist Click here to select a particular week a. This option prints out only 1 copy of the checklist (recommended for slow network connection) b. This option prints out all checklists (will take a much longer time for the output) Click the Back button (at the bottom right hand side of the screen) to go back to the SWAT Audit menu.

32. The checklist will only show those items that need to be fixed (that is, items that have been submitted to SWAT). • Choose the printer attached to your computer and start printing in paper form. • This is a pop up window. Close it by clicking on the in the top right hand corner.  4. SWAT Audit  1. Print Checklist  a. Print Room List Click here to enter the room number and date of audit List of Room numbers to audit for that week Checklist

33. The checklist will only show items that need to be fixed (that is, items that have been submitted to SWAT). • Choose the printer attached to your computer and start printing in paper form. • This is a pop up window. Close it by clicking on the in the top right hand corner.  4. SWAT Audit  1. Print Checklist  b. Print All Checklists Hotel name and Room number already indicated here. Click here to enter the date of audit Checklist

34. Click the Back button (at the bottom right hand side of the screen) to go back to the SWAT Audit menu.  4. SWAT Audit  2. Input Completed Checklist Legend to explain the differences in the font colour of the Room numbers Click on each room number’s hyperlink to go into the room’s checklist and input the opinion to each question

35. Click the Back button (at the bottom right hand side of the screen) to go back to the SWAT Audit menu.  4. SWAT Audit  2. Input Completed Checklist Room number that was selected earlier Input the opinion to each question by ticking the corresponding checkboxes Click “Submit & Do Next Audit” button to save this data input and proceed to the next checklist audit

36. Click the Back button (at the bottom right hand side of the screen) to go back to the SWAT Audit menu.  4. SWAT Audit  3. Audit Comparison Initial Audit results Reset the week’s audit • Displays Scores per week basis in comparison with the initial audit’s scores for each defect.

37. After SWAT, the next stage to go will be to confirm all the data collected (Stage 4)

38. Step 1 - Click here to print checklist(s) Step 2 - Click here to input checklist(s) Step 3 – Click here to view results Click the Back button (at the bottom right hand side of the screen) to go back to the Main Menu.

39.  1. Print Checklist Step 1a - This option prints out only 1 copy of the checklist (recommended for slow network connection) Step 1b - This option prints out all checklists (will take a much longer time for the output) Click the Back button (at the bottom right hand side of the screen) to go back to the Confirmation Data Collection Menu.

40. Choose the printer attached to your computer and start printing in paper form. • This is a pop up window. Close it by clicking on the in the top right hand corner.  1. Print Checklist  a. Print Room List List of Room numbers audited for a particular week Checklist

41. Choose the printer attached to your computer and start printing in paper form. • This is a pop up window. Close it by clicking on the in the top right hand corner.  1. Print Checklist  b. Print All Checklists Hotel name and Room number already indicated here. Click here to enter the date of audit Checklist

42. Click the Back button (at the bottom right hand side of the screen) to go back to the Confirmation Data Collection menu.  2. Input Completed Checklist Legend to explain the differences in the font colour of the Room numbers Click on each room number’s hyperlink to go into the room’s checklist and input the opinion to each question

43.  2. Input Completed Checklist Room number that was selected earlier Input the opinion to each question by ticking the corresponding checkboxes Click “Submit” button to save this data input Click the Back button (at the bottom right hand side of the screen) to go back to the previous menu.

44.  3. Results Initial Score and Confirmation Score comparison. Click the Back button (at the bottom right hand side of the screen) to go back to the Report Menu.

45. Last stage

46. Step 1 - Click here to print checklist(s) Step 2 - Click here to input checklist(s) Step 3 – Click here to view report Click the Back button (at the bottom right hand side of the screen) to go back to the Main Menu.

47.  1. Print Checklist Click here to select a particular Audit month and year Step 1a - This option prints out only 1 copy of the checklist (recommended for slow network connection) Step 1b - This option prints out all checklists (will take a much longer time for the output) Click the Back button (at the bottom right hand side of the screen) to go back to the Maintenance Menu.

48. Choose the printer attached to your computer and start printing in paper form. • This is a pop up window. Close it by clicking on the in the top right hand corner.  1. Print Checklist  a. Print Room List Click here to enter the room number and date of audit List of Room numbers audited for that week Checklist

49. Choose the printer attached to your computer and start printing in paper form. • This is a pop up window. Close it by clicking on the in the top right hand corner.  1. Print Checklist  b. Print All Checklists Hotel name and Room number already indicated here. Click here to enter the date of audit Checklist

50. Click the Back button (at the bottom right hand side of the screen) to go back to the Maintenance menu.  2. Input Completed Checklist Legend to explain the differences in the font colour of the Room numbers Select the Audit month and year Click on each room number’s hyperlink to go into the room’s checklist and input the opinion to each question