Arica Joural o Busiess Maagemet Vol. 5(34), pp. 1349-1353, 8 December, 11 Available olie at http://www.acaemicjourals.org/ajbm DOI: 1.5897/AJBM11.189 ISSN 1993-833 11 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. Email: chwag.oris@gmail.com. el: 886-41318 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
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[( ) / ] >
Hsu et al. 1351 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 ) ]]
135 Ar. J. Bus. Maage. able 1. he correspoig b value or each ki o value. b b b b b b 5.798 4.981 75.99 11.993 145.995 18.996 1.914 45.983 8.99 115.993 15.995 185.996 15.945 5.985 85.991 1.994 155.995 19.996.96 55.986 9.99 15.994 16.995 195.996 5.968 6.987 95.99 13.994 165.995.996 3.974 65.988 1.99 135.994 17.996 5.996 35.978 7.989 15.993 14.995 175.996 1.996 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
Hsu et al. 1353 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: 387-4. Che KS, Hsu CH, Wu CC (6). Process capability aalysis or a multi-process prouct. It. J. Av. Mau. echol., 7: 135-141. Che KS, Huag ML, Li RK (1). Process capability aalysis or a etire prouct. It. J. Pro. Res., 39(17): 477-487. Huag ML, Che KS, Hug YH (). Itegrate process capability aalysis with a applicatio i backlight moule. Microelectro Reliab., 4: 9-14. Kae VE (1986). Process capability iices. J. Qual. ech., 18: 41-5. Väma K (1995). A uiie approach to capability iices. Stat. Sii., 5: 85-8.