The evaluation mode of hotel housekeeping management

Transcription

1 Arica Joural o Busiess Maagemet Vol. 5(34), pp , 8 December, 11 Available olie at DOI: /AJBM ISSN Acaemic Jourals Full Legth Research Paper he evaluatio moe o hotel housekeepig maagemet Shih-Yu Hsu 1, u-kuag Ho, Ju-Je sai 3, Chiug-Hsia Wag 4 1 Departmet o Leisure a Recreatio Maagemet, Asia Uiversity, No. 5, Lioueg R., Wueg, aichug Couty 41354, aiwa, Republic o Chia. Departmet o ourism, aiwa Hospitality & ourism College, 68 Chug-Hsig St. Feg-Sha Village, Shou-Feg Couty, Hualie 974, aiwa, Republic o Chia. 3 Ceter o eacher Eucatio, Natioal aiwa Uiversity o Physical Eucatio a Sport, No. 16, Sectio 1, Shuag- Shih Roa, aichug 44, aiwa, Republic o Chia. 4 Departmet o Sport Maagemet, Natioal aiwa Uiversity o Physical Eucatio a Sport, No. 16, Sectio 1, Shuag-Shih Roa, aichug 44, aiwa, Republic o Chia. Accepte 8 September, 11 he housekeepig epartmet must satisy the customers requiremets a provie the customers services at ay time i 4 hours; thereore, it ees a large umber o employees. he salary expeiture is really huge, alog with the cosumptio o room material a supplies, a cleaig proucts. hese are cosiere as a hotel s importat expeiture base o cost calculatio, thus, this epartmet ca aect the hotel s icome a expeses irectly. Whe the housekeepig quality is ixe, the aster is the housekeepig eiciecy, the lower is the require persoel cost; hece, the housekeepig eiciecy is oe o the importat iexes that iluece the hotel s busiess perormace. However, util ow, there are o relevat stuies that iscuss the housekeepig eiciecy measuremet issue completely. For this reaso, this stuy proposes a housekeepig eiciecy iex or hotel owers to evaluate their housekeepig eiciecy objectively. Besies, we euce the statistical properties o housekeepig eiciecy iex, a costruct the evaluatio moe o housekeepig eiciecy; ially, a hotel i Cetral aiwa is use as a example to explore its housekeepig eiciecy. Key wors: Hotel housekeepig maagemet, housekeepig eiciecy iex, cost. INRODUCION As time progresses, the evelopmet o trasportatio, a the growth o ecoomy, people have more requet busiess activities ay by ay; meawhile, people esire to ully ejoy the leisure time a their vacatio, a experiece ature. Whatever objective they have, to choose a comortable logig eviromet at a hotel o the jourey, a take a rest amply, or eem the hotel as a spot o resort, a experiece the elight o logig has become oe o the very weighty key poits o cosieratio o the itierary o moer people s travel activities. For hotel operators, the hotel iustry must *Correspoig author. chwag.oris@gmail.com. el: ext.531 ollow the tre o the times, grasp the cosumers habits, characteristics, a temperamets at all times, elevate the service quality costatly, a evelop uique commoity value or service moe i orer to keep the superiority i the itese competitio. he most importat commoity o a hotel is the room; thereore, at the part o how to provie the tourists the astest rooms with the highest quality to boost the customer satisactio, the room atteats proper preparatio a careul halig has a ecisive iluece. he housekeepig epartmet is the epartmet that is i charge o housekeepig exclusively i a hotel, a that ca be the busiest a the most importat core epartmet. he hotel s mai prouct is the room. o esure the room s beig clea, comortable, a sae, a let the customers have a special a warm eelig o

2 135 Ar. J. Bus. Maage. home away rom home, the room atteats must maitai the proessioal a high-level service at ay time, a cater to the customers emas cosierately to let the customers eel satisie a the itrouce the hotel to their relatives, ries, a persoages i iustrial a busiess circles. Imperceptibly, keepig goo public praise has become the most irect a the most eiciet propagaa ree-o-charge, a more customers will come, beig the greatest target o housekeepig. Besies the ocal poits escribe earlier o, the sigiicace o the housekeepig epartmet also iclues the maagemet cost o substatial mapower a material resources cosume o housekeepig maagemet. he housekeepig epartmet must satisy the customers requiremets a provie the customers services at ay time i 4 hours; thereore, it ees the three-shit workay system, a a large umber o employees. he salary expeiture is really huge, alog with the cosumptio o room material a supplies, a cleaig proucts, they are cosiere as the hotel s importat expeiture base o cost calculatio, thus, this epartmet ca aect the hotel s icome a expeses irectly. Whe the housekeepig quality is ixe, the aster is the housekeepig eiciecy, the lower is the require persoel cost; hece, the housekeepig eiciecy is oe o the importat iexes that iluece the hotel s busiess perormace. However, util ow, there are o relevat articles that iscuss the housekeepig eiciecy questio completely. For this reaso, the research will imitate the process capability iex, a propose a housekeepig eiciecy iex to oer hotel owers the way to evaluate their housekeepig eiciecy objectively. Besies, the research will euce the statistical properties o housekeepig eiciecy iex, a costruct the evaluatio moe o housekeepig eiciecy; ially, it will take a hotel i Cetral aiwa as a example to explore its housekeepig eiciecy. HE HOUSEKEEPING EFFICIENCY INDEX he legth o housekeepig time ater a customer s usage is oe o the importat iexes o hotel maagemet. he shorter is the time o cleaig a tiyig, the better is the eiciecy, a the, the hotel s operatio cost will ecrease, a the hotel s competitiveess will asce. O the cotrary, the loger is the time o cleaig a tiyig, the worse is the eiciecy, a the, the hotel s operatio cost will icrease, a the hotel s competitiveess will esce. Hece, the time o housekeepig is the shorter the better. However, there is less relevat literature to probe ito how to measure the cleaig a tiyig eiciecy. From the agle o quality cotrol, this belogs to smaller-the-best type, a there have bee may researches o statistics a quality maagemet ivestigatig the process capability iex o smaller-the-best type, like Kae (1986), Väma (1995), Che et al. (1), Huag et al. (), Che et al. (6), a Che et al. (7), hereore, the process capability iex evaluatig smaller-the-best type a propose by Kae (1986) ca be imitate to set the housekeepig time iex (C ) as C = (Housekeepig time iex) U : he upper limit o housekeepig time. µ : he mea o housekeepig time. σ : he staar eviatio o housekeepig time. Apparetly, the smaller is µ value (amely the shorter is the average housekeepig time), the better is the hotel s busiess perormace; or, the smaller is σ value, the smaller is the ierece o housekeepig time, a at this time relatively, the iex value is bigger. Hece, it s obvious that the iex C I ca respo to the situatio o housekeepig time reasoably. Because all parameters o cleaig a tiyig are ukow, the evaluatio value o the iex ca be obtaie by samples. Meawhile, because samplig has errors, it s ot objective to juge whether the housekeepig time reaches a eterprise s ema with the iex evaluatio value merely. hereore, the statistical test is oe o the objective methos to evaluate the housekeepig time. he test hypothesis ca be show as H : C C H a : C > C U µ 3σ Because the expecte value o the atural estimator C ~ o the iex C is equal to (b ) -1 C, so apparetly, the iex C is a biase estimator. his biase atural estimator ca be show as C ~ = X = () -1 ( l = USL X 3S X i 1 ), a -1 ( X S = (( 1) l = 1 i - X i ) ) 1/ ; they are the sample mea value a the staar eviatio o the raom sample X i l,..., X i respectively, a they are use to evaluate µ a σ. he costat b ca be show as b = 1 Γ[( 1) / ] Γ[( ) / ] >

3 Hsu et al It s obviously that as log as multiplyig by b, you ca get the ubiase estimator o C immeiately as esity uctio o itrouce as, irst o all, some simple otes are = USL X (b ) 3S Z = ( USL X ) σ obey N(3 C, 1) istributio HE SAISICAL FEAURES OF C I-act, the ubiase estimator o C oly has the uctio that is o complete suiciet a statistic ( X, S). hereore, uer the hypothesis o ormal coitios, is the miimum variace ubiase estimator (UMVUE) o C. Because the istributio o (3 /b ) is the o-cetral t-istributio with the reeom o ( 1); the o-cetral parameter is δ = 3 C that ca be take as t - 1 (δ). I orer to erive the variace a the probability K = Actually ( 1) S σ obey χ 1 USL X = (b ) = 3S istributio. ca be re-show as b 1 (K) 1/ (Z). 3 Uer the hypothesis that the populatio is o ormal istributio, because X a S are mutual iepeet, thereore, to erive the probability esity uctio o, irst, we ca assume: b ) = E(K) 1 E(Z). = [9(C ) + 1]. 3 1 b 3 1 Γ [( 3) / ] Γ [( 1) / E( Γ[( 1) / ] Γ[( 3) / ] Var( ) = E( ) - E ( ) = {(1/9) + (C ) } - (C ) Γ [( ) / ] For erivig probability esity uctio o,we assume Z = (3 /b ) = K / ( 1) obey t - 1 ( ) istributio at irst. b We the assume Y = = 3 Because Y a hol oe-to-oe mathematical relatioship, thus (y) Y = (t) (t) = R the Y -(/) Γ[(1) / ],Where x Y = 3 b a x exp{-.5[x + ( ( 1) t δ) ]}x,t Cˆ 3 3 = y b, y R = b Cˆ 3 3 = y b, y R = b 1 -( / b 3 Γ[( -1)/] t ) t exp{-.5[t + ( ( 1) b 1 3y δ) ]}t, y R. Hece, we ca erive the probability esity uctio a the variace o the miimum variace ubiase estimators (UMVUE) that are show respectively as Var( ) = - (C ) Γ[( 1) / ] Γ[( 3) / ] Γ [( ) / ] [(1/9)+ (C ) ]]

4 135 Ar. J. Bus. Maage. able 1. he correspoig b value or each ki o value. b b b b b b ˆ C j t ( 1) b ( 1 -( / b = 3 Γ[( -1)/] t ) 1 3 y δ) ]}t, exp{-.5[t + x R (R is a real umber). For the coveiece o the calculatio o the miimum variace ubiase estimator (UMVUE), able 1 has the correspoig b value or each ki o value. I the observatio o the raom sample is calculate, a value o the test statistics is obtaie as = v, the we ca calculate p-value show as p-value = P{ v C = C } = P{(3 /b ) (3 /b ) v C = C } = P{t - 1 (δ = 3 C ) (3 /b ) v} For the coveiece o evaluatig the iex o housekeepig time, the research will provie a simple evaluatio process that iclues our steps as Step 1: o set the hotel s ieal housekeepig time iex (C ) a ecie the sample umber (). Step : o select the sigiicace level α value. Step 3: o calculate the sample mea value a the staar eviatio accorig to the observatio o the raom sample, a calculate the test statistic value = v base o the correspoig b value o sample sizes (able 1) we ca get p-value. Step 4: o juge whether the housekeepig time iex achieves the hotel s ieal ema accorig to the ollowig priciples: 1. Whe p-value α ', we ca juge that the housekeepig time iex oes ot coorm to the hotel s ieal ema.. Whe p-value> α ', we ca juge that the housekeepig time iex coorms to the hotel s ieal ema. HE ACUAL EXAMPLE he research case is a hotel o iteratioal tourist hotel level that is locate at Cetral aiwa. he hotel builig has 4 stories with rooms. Besies the rooms, there are the Chiese restaurat, the Wester restaurat, the baquet hall, a the acilities o outoor swimmig pool i the air, saua, a gym, etc. At the part o housekeepig, the research case hotel has a ie-step staar operatio process, which is: cleaig away the garbage o the room, makig up be, makig the be, washig the bathroom, cleaig away the garbage, sprayig the eterget, scrubbig, repleishig the bathroom ameities a articles, a wipig the uriture. he case hotel s housekeepig work process is as he research aime at a hotel i Cetral aiwa to make ivestigatio i accorace with the our steps o evaluatig the iex o housekeepig time propose earlier. We ou that the research case hotel s ieal housekeepig time iex (C ) was 1.; we selecte.5 as the sigiicace level α value, compile statistics, got the hotel s housekeepig time iex to be.75( =.75), a the obtaie p-value =.46.5, so, I juge this housekeepig time iex i ot coorm to the research case hotel s ieal ema; hereore, it eee to be improve. Ater the improvemet strategy a the support program were execute or a perio o time, the research aime at the research case hotel s ieal to o the ivestigatio agai. We ou that the housekeepig time iex ater improvemet was 1.3( =1.3), a the obtaie p-value =.4794 >.5, so we juge the housekeepig time iex ater improvemet has coorme to the research case hotel s ieal ema. I the uture, we will collect the hotel s ieal housekeepig time iexes perioically to o the cotrol. Coclusio he hotel iustry must ollow the tre o the times, grasp the cosumers habits, characteristics, a

5 Hsu et al Cleaig away the garbage o the room Makig up be Makig the be Washig the bathroom Cleaig away the garbage Wipig the uriture Repleishig the bathroom ameities a articles Scrubbig Sprayig the eterget Figure 1. he housekeepig work process iagram. temperamets at all times, elevate the service quality costatly, a evelop uique commoity value or service moe i orer to keep the superiority i the itese competitio. he most importat commoity o a hotel is the room; thereore, at the part o how to provie the tourists the astest rooms with the highest quality to boost the customer satisactio, the room atteats proper preparatio a careul halig has a ecisive iluece. he housekeepig epartmet must satisy the customers requiremets a provie the customers services at ay time i 4 hours; thereore, it ees a large umber o employees. he salary expeiture is really huge, alog with the cosumptio o room materiel a supplies, a cleaig proucts, they are cosiere as a hotel s importat expeiture base o cost calculatio, thus, this epartmet ca aect the hotel s icome a expeses irectly. Whe the housekeepig quality is ixe, the aster is the housekeepig eiciecy, the lower is the require persoel cost; hece, the housekeepig eiciecy is oe o the importat iexes that iluece the hotel s busiess perormace. hereore, the research probes ito the housekeepig eiciecy questio, imitates the process capability iex, a proposes the housekeepig eiciecy iex to oer hotel owers the way to evaluate their housekeepig eiciecy objectively. Be sies, the research euces the statistical properties o housekeepig eiciecy iex, a costructs the evaluatio moe o housekeepig eiciecy; ially, it takes the hotel i Cetral aiwa as a example to explore its housekeepig eiciecy. REFERENCES Che KS, Hsu CH, Ouyag LY (7). Applie PCAC i costructig measure moel o Six Sigma. Qual. Quat., 41: Che KS, Hsu CH, Wu CC (6). Process capability aalysis or a multi-process prouct. It. J. Av. Mau. echol., 7: Che KS, Huag ML, Li RK (1). Process capability aalysis or a etire prouct. It. J. Pro. Res., 39(17): Huag ML, Che KS, Hug YH (). Itegrate process capability aalysis with a applicatio i backlight moule. Microelectro Reliab., 4: Kae VE (1986). Process capability iices. J. Qual. ech., 18: Väma K (1995). A uiie approach to capability iices. Stat. Sii., 5: 85-8.