Category Archives: Sector: Hospitality & Tourism

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

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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

Airbnb may not be hurting the hotel industry as much as some people think

STR are researching the impact that Airbnb may be having on the hotel industry.  Their full report will be coming out later this year, but they have released some preliminary data.  This suggests the impact is not as great as … Continue reading

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Low cost airlines – the story of Goldilocks

There has been a lot in the media recently about low cost airlines – with the demise of Monarch and the cancelling of thousands of flights by Ryanair.  For me this illustrates how getting your strategy “just right” is incredibly … Continue reading

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Ryanair failing to deliver on its order qualifiers

Given that Ryanair’s current problems are clearly operational I feel obliged to blog about it.  But I’ll let the media analyse their all their woes, which seem to be getting worse on a daily basis.  The facet of the story … Continue reading

Posted in Chap 02 Winning Customers, Sector: Hospitality & Tourism | Tagged , | Leave a comment