AGTA

QUALITY ASSURANCE PROGRAM

PROBLEMS WITH CURRENT QUALITY ASSURANCE PROGRAM: n Operations were inconsistent and inefficient –Response was inconsistent(Cities handling issues differently) –Response was slow due to messages and call backs –Response was time consuming(Callbacks are inefficient, local systems are inefficient, no standardization)

PROBLEMS WITH CURRENT QUALITY ASSURANCE PROGRAM n Difficult to manage –Status of complaints was hard to track –Company has no idea what complaints are out there and how wide spread they are(Cities are not using a common system) –Difficult to improve operations based on lack of knowledge

PROBLEMS WITH CURRENT QUALITY ASSURANCE PROGRAM n Did not seem to be a proactive approach n GM seemed out of touch with complaints(Did not see them regularly) n Solved complaints, but not the cause n Did not utilize multi city experience

WAYS COMPLAINTS COME IN TODAY n Customers call –Into the (Rez Central) –Customers call local office (Push QA option) –Customers calls airports, PUC, DOT… –Hotel calls in the complaint, normally to local office n Customer sends letter –to local office –to corporate office n Complaint comes in via wholesale accounts

AFTER A SERIES OF MEETINGS AND DISCUSSIONS, FOUR KEY FACTORS WERE IDENTIFIED TO ASSIST IN IMPROVING OUR COMPLAINT RESOLUTION PROCEDURES n Establish a centralized computer system n Establish better resolution expectations n Track and measure complaint types n Focus from the top down

CENTRALIZED QA SYSTEM n Install and use the same complaint system at the city level –Standardizes –Manages –Efficient n Have all city complaint lines forwarded to a central customer service desk –Standardizes system –24 hour availability –Consolidates complaints –Measurement tool –Gives ability to prioritize and address problems –All logged complaints can be seen by management n Log all letters into this system

QA COMPLAINTS SYSTEM

COMPLAINT Actions taken on this Complaint Complaint Number Reason for Complaint

REASONS FOR COMPLAINTS

SCREEN OF COMPLETED COMPLAINT THAT HAS BEEN CLOSED

ACTIONS TAKEN FOR COMPLAINT

REPORTING

REPORTING

FOCUS FROM THE TOP DOWN Have GM’s review new complaints daily n n Print complaints daily n n Review each complaint with the QA manager n n Provide direction on resolution n n Be fully engaged in the process

FOCUS FROM THE TOP DOWN Corporate management of system n n Corporate office review open claims report- All Cities n n Review the action taken on claims that exceed the resolution expectation n n Call city general managers on complaints not resolved timely n n Review trends with the G.M.

RESOLUTION EXPECTATIONS n Contact guest within 2 business days n Resolve complaint within 5 business days