You have been appointed the Operations Manager of Grand Hotel. The hotel was doing very well but for the last 2 years its revenues have been steadily declining. You have been hired to turn the situation around. The hotel has a nice restaurant capable of seating 50 people at a time and has 30 rooms. The restaurant accounts for 70% of the total hotel’s revenue while the rooms account for 30%.
Recent customer satisfaction surveys show the following:

Even though the cost of the chefs was high, the restaurant/hotel hired 2 chefs who can cook high quality food with great taste both spicy and otherwise.
To help you decide which areas you will move forward with (QFD) in order to increase the performance of the hotel/restaurant, draw a simple House of Quality diagram and highlight the service features that you will focus on. Explain why you chose these features and not the others.
Based on the features that you decide above, use QC tools, like Pareto diagrams and root-cause analysis, 5 why analysis etc, to narrow down the problems to areas where correction is required.
What action will you take to correct the problems?
Other data that is available to you:
Room service personnel….. 5, utilization = 70%
Time taken to respond to service requests (average)…… 10 mins
Waiting time at the reception desk of the hotel ……… 12 mins
Chefs in the restaurant ….. 2, chef utilization = 110%
Waiting time for food ……. 35 mins
Waiters in restaurant ……… 6
Cooks’ assistants ……… 1
Ovens …………. 2
You want to reduce waiting time for food to 20 mins. What action will you take, assuming 33 dishes are ordered per hour and 15 dishes can be cooked per hour per cook? Explain.