FBI Opener 皇冠假日酒店早餐標(biāo)準(zhǔn)

1、1F&B I Opener - Breakfast Service and Food Quality 2009Holiday Inn Chang An West2 州際酒店集團(tuán) 200713Introduction to I-Opener System The I-Opener system is developed for the InterContinentalHotels Group to improve their levels of guest satisfaction through breakfast service and quality. I Opener 系統(tǒng)是IHG集團(tuán)通

2、過改善早餐食品及服務(wù)質(zhì)量持續(xù)提高賓客滿意度的一種實(shí)用工具實(shí)用工具 開始執(zhí)行改善項(xiàng)目開始執(zhí)行改善項(xiàng)目明確涉及到得相關(guān)具體流程具體流程通過數(shù)據(jù)的收集數(shù)據(jù)的收集加以分析，發(fā)現(xiàn)問題的根源問題的根源,有針對(duì)性的采取改進(jìn)措施早餐的三個(gè)主要方面- 自助餐（食品自助餐（食品)、- 熱飲（咖啡、茶）熱飲（咖啡、茶）- 服務(wù)服務(wù) 分解樹（分解樹（Deployment Tree) 早餐是由數(shù)個(gè)流程共同作用的結(jié)果4What processes are involved in Breakfast? The Deployment Tree55Introduction to I-Opener SystemThe I-Ope

3、ner cycle consists of 3 phases: I - Opener周期有3個(gè)步驟個(gè)步驟組成 I. Primary Data Collection & Analysis (“Before”) 初步數(shù)據(jù)收集及分析 - 向早餐用餐客人分發(fā)問券調(diào)查，告訴我們賓客體驗(yàn)的滿意與不滿意的方面 - 收集數(shù)據(jù)輸入軟件 - 明確基線分?jǐn)?shù)和目標(biāo) II. Confirmation Data Collection (“After”) 確認(rèn)結(jié)果數(shù)據(jù)收集 - 此階段的數(shù)據(jù)收集是在行動(dòng)計(jì)劃和具體方案實(shí)施后進(jìn)行，確認(rèn)是否已達(dá)到預(yù)定目標(biāo)或取得預(yù)期改善 III. Maintenance Data Collecti

4、on & Analysis (“Ongoing”) 項(xiàng)目維護(hù) - 維護(hù)取得的成果（每月進(jìn)行維護(hù))6 Phases One - Primary Data Collection & Analysis (“Before”) 初步數(shù)據(jù)收集采樣及分析1.Breakfast Food Quality and Service survey form 早餐食品和服務(wù)質(zhì)量調(diào)查表（九項(xiàng)）Speed & Efficiency of Service 服務(wù)效率Staff Attitude & Friendliness 員工態(tài)度是否友善Food Quality 食品質(zhì)量Food Temperature食品溫度Buffet

5、 Presentation & Upkeep自助餐擺臺(tái)、外觀裝飾及保持程度Coffee & Tea Quality咖啡及早餐茶質(zhì)量Coffee/Tea Service & Refill 咖啡茶服務(wù)和添加是否及時(shí)Food Variety食品品種What other dishes would you like to see added to the buffet? 請(qǐng)您告訴我們您希望增加的早餐自助餐的品種 Outstanding Unacceptable 5優(yōu)異1004較好753 一般502較差251無法接受07主要數(shù)據(jù)收集Main Data Collection7l第一個(gè)需要收集的數(shù)據(jù)l使我們了

6、解酒店目前在與早餐有關(guān)的9個(gè)關(guān)鍵方面表現(xiàn)l采用5分制標(biāo)準(zhǔn)l在顧客用早餐時(shí)發(fā)放問卷 記住每天將收回的數(shù)據(jù)輸入軟件8Phases One - Primary Data Collection & Analysis (“Before”) 初步數(shù)據(jù)收集采樣及分析Itemsurvey CycleQuantityAnalysisSurvey formsurveyerSpeed & Efficiency of Service服務(wù)效率2weeks200份員工配置及排班I Opener ToolkitRestaurant TeamStaff Attitude & Friendliness 員工態(tài)度是否友善2wee

7、ks微笑，目光接觸，問候、賓客互動(dòng)Restaurant TeamFood Quality 食品質(zhì)量1week30-40分鐘（一次）食品出品，食品安全Kitchen & Restaurant TeamFood Temperature食品溫度食品安全Kitchen & Restaurant TeamBuffet Presentation & Upkeep自助餐擺臺(tái)、外觀裝飾及保持程度食品出品，出品保持，質(zhì)量一致性Kitchen & Restaurant TeamCoffee & Tea Quality咖啡及早餐茶質(zhì)量2weeks150份溫度，口感，濃度，品種選擇，質(zhì)量Restaurant Team

8、Coffee/Tea Service & Refill 咖啡茶服務(wù)和添加是否及時(shí)服務(wù)速度，添加Restaurant TeamFood Variety食品品種 - 食品消耗分析3weeks200份-每天自助餐開始時(shí)出品的量 - 早餐過程中任何添加的量 - 早餐結(jié)束后剩余的量 - 每天早餐用餐客人量客人的訪談、賓客互動(dòng)Kitchen & Restaurant Team9Phases One - Data Analysis & Summary (“Before”) 初步數(shù)據(jù)分析及總結(jié)Speed & Efficiency of ServiceStaff Attitude & FriendlinessF

9、ood QualityFood TemperatureBuffet Presentation & UpkeepCoffee QualityTea QualityCoffee/Tea Service & Refill Food VarietyOverall Excellence Gaps Baseline 總體優(yōu)異總體優(yōu)異差值分值差值分值Excellence Gaps優(yōu)異差值優(yōu)異差值9294.386.88587.385.888.989.583.588.1Goal目標(biāo)分?jǐn)?shù) 94.3 Baseline基本分值 88.110分析主要數(shù)據(jù)911Phases One - Data Analysis & S

10、ummary (“Before”) 原始數(shù)據(jù)分析及總結(jié)收集完數(shù)據(jù) 清楚目前早餐的實(shí)際情況和具體存在的問題 參考軟件所提供的行動(dòng)計(jì)劃（Action Plans）制定與本酒店相應(yīng)的行動(dòng)計(jì)劃 各項(xiàng)需要改善的環(huán)節(jié)沒有先后主次之分，包括表現(xiàn)最好即優(yōu)異差值最小的環(huán)節(jié)最終目標(biāo)是取得“突破性”結(jié)果改善或革新你的早餐流程，改善顧客對(duì)酒店的印象從而提高GSTS分?jǐn)?shù)。12Phases Two - Confirmation Data Collection (“After”) 確認(rèn)結(jié)果數(shù)據(jù)收集驗(yàn)證改進(jìn)工作和解決方案是否有效帶來預(yù)期的成果 遵循與初始數(shù)據(jù)收集階段相同的指導(dǎo)原則和方法- 采用5分制標(biāo)準(zhǔn)- 在顧客用早餐時(shí)發(fā)放

11、問卷-與早餐有關(guān)的9個(gè)關(guān)鍵方面表現(xiàn) 與初始數(shù)據(jù)收集階段類似的條件，比如類似的經(jīng)營情況、營業(yè)期間等 唯一不同把這輪數(shù)據(jù)收集的結(jié)果輸入到軟件的確認(rèn)數(shù)據(jù)收集（Confirmation Data Collection）部分13 Phases Two - Confirmation Data Collection (“After”) 確認(rèn)結(jié)果數(shù)據(jù)收集 收集完數(shù)據(jù) 軟件工具將報(bào)告確認(rèn)的結(jié)果 對(duì)比主要數(shù)據(jù)收集主要數(shù)據(jù)收集階段制定的預(yù)期目標(biāo)，指導(dǎo)早餐流程改進(jìn)后新的分?jǐn)?shù)即”Achieved overall excellence gap” or “Confirmation Excellence gap” 如果解決方

12、案執(zhí)行結(jié)果不成功，和/或目標(biāo)未達(dá)到，建議根據(jù)行動(dòng)計(jì)劃審查所實(shí)施的各項(xiàng)改動(dòng)，和/或復(fù)查根本原因與解決方案列表，以進(jìn)一步分析并改善達(dá)到目標(biāo)14Phases Two - Confirmation Data Collection (“After”) 確認(rèn)結(jié)果數(shù)據(jù)收集Speed & Efficiency of ServiceStaff Attitude & FriendlinessFood QualityFood TemperatureBuffet Presentation & UpkeepCoffee QualityTea QualityCoffee/Tea Service & Refill Food

13、 VarietyOverall Excellence Gaps Baseline 總總體優(yōu)異差值體優(yōu)異差值分值分值Excellence Gaps優(yōu)異差值9294.386.88587.385.888.989.583.588.1Confirmation Mean Scores 確認(rèn)平均優(yōu)異差值8593.882.577.592.57587.591.588.286Variance:差異Best/(Worse) 70.54.37.55.210.81.42.24.72.1Goal: 94.3 Confirmation score: 86 Variance: 8.315Maintenance Data Co

14、llection & Analysis (“Ongoing ) 維護(hù)改善成果23l主要數(shù)據(jù)收集l每月至少60份樣本16Maintenance Data Collection & Analysis (“Ongoing ) 維護(hù)改善成果 Enter / Edit Trigger Value 設(shè)置報(bào)警值設(shè)置報(bào)警值 維護(hù)階段，軟件允許為整個(gè)早餐流程設(shè)置一個(gè)報(bào)警值，作為早餐流程表現(xiàn)的最低要求并以此作為報(bào)警線，如早餐表現(xiàn)差過該值，就應(yīng)該警惕，應(yīng)采取相應(yīng)的維護(hù)行動(dòng)確保流程正常如故，達(dá)到預(yù)期。 如何設(shè)置報(bào)警值 Overall Excellence Gaps Baseline (Primary) 基線總體優(yōu)異差

15、值分值基線總體優(yōu)異差值分值 VS Overall Excellence Gaps Baseline（ Confirmation) 確認(rèn)總體優(yōu)異差值分值確認(rèn)總體優(yōu)異差值分值 = Trigger Value報(bào)警值報(bào)警值 88.1 VS 86 = 87 17Maintenance Data Collection & Analysis (“Ongoing ) 維護(hù)改善成果Management Report 月度管理報(bào)告08 - 108 - 208 - 308 - 408 - 508 - 608 - 708 - 8Sample Size5662605963666960GSTS Score78.884.4

16、79.187.784.682.584.583.7Trigger Value 報(bào)警值8787878787878787 Overall Excellence Gaps 總體優(yōu)異差值86.887.1868988.887.788.388Variance :.Best/Worst1.80.1121.80.71.311.Speed & Efficiency of Service服務(wù)效率85808992908796932.Staff Attitude & Friendliness 員工態(tài)度是否友善94968795908990863.Food Quality 食品質(zhì)量86908686888991894.Food Temperature食品溫度85858284888682855.Buffet Presentation & Upkeep自助餐擺臺(tái)、外觀裝飾及保持程度87838692919290896.Coffee & Tea Quality咖啡及早餐茶質(zhì)量86888588898588877.Coffee/Tea Service & Refill 咖啡茶服務(wù)和添加是否及時(shí)89898889868785878.F