Organizational and Operational Concepts Chapter 17 Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS – 0 + 0 Concepts Change Structure Six Sigma Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Change Strategies Dynamic environment Competitive situation Market behavior Human behavior Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
Managing Change Do things differently. Learn new ideas. Master new devices. Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Types of Change Unplanned Planned Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Change - External Forces Technological Market Competitive Workforce Crisis Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Change - Internal Forces Reinvention Re-engineering CQI Crisis Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Change - Management’s Role Change sponsors (power/influence) Change agents (responsible) Change targets (must change) Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
Implementing the Change Continuous Improvement “PDCA” PLAN Planning for Change DO ACT Implementing the Change Continuous Improvement CHECK Monitoring the Change Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
Phase 1 of the Change Model PLAN Planning For change Recognize the need for change Establish a vision for change Assess the current status Develop a plan for change Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
Phase 2 of the Change Model DO Implementing for change Communicate the vision Foster change through power Measure progress Celebrate successes Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
Phase 3 of the Change Model CHECK Monitoring the change Re-evaluate the vision Assess the plan for change Evaluate the plan for change Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
Phase 4 of the Change Model ACT Continuous improvement Look for additional opportunities to improve Repeat the PDCA cycle Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Change - Environment Remote/General Economics Technology Task Customer Supplier – Socio-cultural – Political – Regulation – Competitor Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Change - Complexity “Range of activities occurring.” Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Change - Dimensions Complexity Uncertainty Illiberality Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Change - Uncertainty “Dynamics and variability of change.” Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Change - Illiberality “Threat from external forces.” Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Change - Environment “Perceptual in nature.” Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Structure Formalization - rules, policies, etc. Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Structure Complexity - Number of different specializations Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Structure and Phases Creation Transformation Decline Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Management Evolution/ Maturation Technical skills (basic activities) Conceptual skills (focus on broader perspectives) Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Structure Centralization - Hierarchy of authority (upward focus) Decentralization - The delegates of authority (downward focus) Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS – Structure Team concept Clusters Areas Types/units Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Change Strategy “As a firm grows, the emphasis goes from technical to conceptual.” Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
HMS - Change “It is not the strongest of the species that survives, nor the most intelligent, but rather the most responsive to change.” Charles Darwin Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
DEMAGIC DEFINE the problem/goal MEASURE what you care about ANALYZE to find root causes (statistically) GROWTH in customers and earnings IMPROVE through mobilizing change initiatives CONTROL costs and sustain improvements *modified GE SIX SIGMA Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
DEMAGIC Master Black Belts Teach Mentor Develop tools Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458
DEMAGIC Champions Promote initiatives Incorporate into daily operations Reinforce culture Hospitality Management Strategies ©2005 Pearson Education, Inc. By R.A. Nykiel Upper Saddle River, N.J. 07458