The benefits of adopting the 5 step Lean transformation model in the hotel industry for improving customer value are not widely known. Manufacturing has, for many years, benefited from using the Lean transformation model first proposed by Womack and Jones in their book on Lean Thinking to optimise their operations.
1.Firstly Identify value from the perspective of the final customer by identifying and describing operational processes according to value added activities. By expressing value in terms of a specific product meeting the customer's needs at a specific price and at a specific time the first steps to removing waste have been taken. For example describing the complete food and beverage procurement method or how room reservations are processed will give a base in order to start mapping the value stream.
Operations Excellence starts with a clear strategy linking into a relentless passion for operational improvement that is missing today in many organisations. In order to have a successful implementation and reap the rewards, your organisation has to be ready. The move to Operational Excellence across any business requires a continuous improvement culture to be in place. This checklist will help you determine if your organisation is equipped to launch an OpEx program
1. Culture. Ensuring the organisation has a culture that will support OpEx is critical. Consistent with obstacles often found in organisations undertaking change of this nature, we have identified four major cultural barriers:
• Complacency – the belief that things are good enough as they are.
• Low expectations – the belief that things cannot get better.
• Learned helplessness – the belief that people within the business cannot influence change.
• Passive acceptance – the leadership behaviour where leaders ignore non-compliance to standards.
This requires building excitement around the program to generate buy-in. The OpEx program needs to be relatable so employees can feel they’re a part of the effort.