Category Archives: Sector: Hospitality & Tourism

Why did the chicken NOT cross the road? It ain’t no joke KFC.

KFC have set up a web page (here) to inform customers which of their restaurants are open.   They have also headlined their home page with a link to this page.  All because yesterday an estimated 750 of their 900 … Continue reading

Posted in Chap 05 Supply chain, Sector: Hospitality & Tourism | Tagged , , , | Leave a comment

Element hotels – clever cost saving design

Marriott has opened 32 Element properties (mainly in the U.S.A.) and has a further 72 in the pipeline.  The Element concept is basically a studio hotel, that is to say a conventional hotel room that is slightly larger in order to … Continue reading

Posted in Chap 04 Location and design, Sector: Hospitality & Tourism | Tagged , | Leave a comment

2017 was safest year on record for commercial passenger air travel

Earlier this month Reuters reported that 2017 was the safest year on record for commercial passenger jet air travel.  There were no accidental deaths last year (compared with 16 accidents and 303 deaths in 2016).  This means on average there … Continue reading

Posted in Chap 09 Quality, Sector: Hospitality & Tourism | Tagged , | Leave a comment

Lean six sigma applied to service operations

In our book (page 18) we argue that manufacturing and service operations are not so different, except for the the concept of “simultaneity/inseparability” i.e. direct delivery of the offer to the consumer.  Even so there is a danger that some … Continue reading

Posted in Chap 09 Quality, Chap 15 Lean and agile, Sector: Entertainment & Sport, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: Public Services & Charities, Sector: Retail | Tagged , , , , | Leave a comment

Process improvement in P & O Ferries

This video on the OEE Consulting webpage explains how P & O series went about improving their customer experience in their food court.  This company features as the end of chapter case in chapter 8, which can be read in … Continue reading

Posted in Chap 03 Processes and life cycles, Chap 09 Quality, Chap 10 Processes and technology, Sector: Hospitality & Tourism | Tagged , , , | Leave a comment

The digital transformation of how customers pay for things

Recent blogs have talked a lot about the digital transformation of production processes.  This blog focuses on customers and how they pay for goods and services.  Business Insider has a whole series of articles on this topic and I am … Continue reading

Posted in Chap 01 Introduction, Sector: Entertainment & Sport, Sector: Financial Services, Sector: Hospitality & Tourism, Sector: I.T. & ecommerce, Sector: Retail | Tagged , | Leave a comment

Menu management basics

I mentioned yesterday that I might blog about this subject.  It’s a topic of very great relevance to restaurant operators, and it may have some value to operators in non-food sectors that offer a range of goods. The most frequently … Continue reading

Posted in Chap 07 Capacity and demand, Sector: Hospitality & Tourism | Tagged , | Leave a comment

Performance metrics in the hotel industry

This blog is prompted by two things – a debate on social media concerning RevPAR (revenue per available room) and reports from the recent HOSPACE conference (which focuses on technology in the hospitality industry) also expressing concerns about this metric. … Continue reading

Posted in Chap 07 Capacity and demand, Sector: Hospitality & Tourism | Tagged , , , | Leave a comment

Hotel asset management – the other way of making money in this industry

The obvious way that hotel chains make money is from their operations – letting rooms and selling food, beverages and events.  But there is another way – by increasing the value of the asset i.e. the hotel property itself.  The … Continue reading

Posted in Chap 14 Operations strategy, Sector: Hospitality & Tourism | Tagged , , | Leave a comment

Hotel asset management – the preoccupation of hotel chain CEOs?

The annual U.S. Lodging Conference is taking place right now in the Arizona Biltmore hotel.  As is usual, there has been a panel of hotel chain CEOs discussing the issues of most importance to them, as reported on here by … Continue reading

Posted in Chap 04 Location and design, Chap 13 Projects and crises, Chap 14 Operations strategy, Sector: Hospitality & Tourism | Tagged , , , | Leave a comment