1. System Investigation Problem? Symptom? Inputs Transformation Process People? Materials? Systems? Where is the real problem? Figure 10.1

2. System Analysis Obvious Problem Symptoms Symptom Categories Real Problem(s) Solution Alternatives Alternatives Analysis Figure 10.2

3. System Design, Implementation and Evaluation Alternatives Analysis Solution Design Solution Implementation Solution Evaluation & Revision Did it solve the obvious problem in a feasible manner? No-ReviseYes-Next Problem Figure 10.3

4. Weeks 1 2 3 4 5 6 7 8 9 10 11 S1 S2 S3 S4 Intervention CPM Figure 10.4

5. Productivity = Inputs over Outputs Inputs = Costs of Sales = Operating expenses Outputs = Revenues or Income from Sales Productivity = Cost Percentages Lower Cost Percentages = Higher Gross Operating Margins Figure 10.5

6. Service Transactions Guest/Client Production Delivery Maintenance Repairs Production Systems Figure 10.6

7. Gen.Acctg. A.P. A.R. P.R. Credit G.C. I.T. Taxes Budgets Purchasing Receiving Storerooms N.A. Spa Physical Training Personal Services Golf Tennis Water Sports Land Sports Parks Beaches Group Sales Marketing Plans Research Advertising Promotions P.R. Tele-mktg. E- Commerce Rev. Mgmt. Convention & Conference Services Supervision Productivity Recruitment Selection Legal Compliance Training Development Compensation Benefits Records Performance Mgmt. Wellness Recognition Retention Front Desk Guest Svcs. Bell Staff Front Door Concierge Business Ctrs. Reservations PBX Housekeeping Retail Parking Valet Transportation Yield Mgmt. Restaurants Lounges Retail F&B Room Svc. Culinary Stewarding Catering Banquets Entertainment HACCP Maintenance Repairs Project Mgmt. Renovations Energy Mgmt. OSHA MSDS Landscaping Building Code Compliance Asset Protection Personal Safety Loss Prevention Fire System Emergency Plans Workers’ Comp. Risk Mgmt. Agency Relations Rescue Key Control Enforcement Hotel Functions by Department Figure 10.7

8. Restaurant Production Systems Distribution Maintenance Repairs BOH Pre- Prep and Prep FOH Pre- Prep and Prep Greeting Seating System Order Taking System Order Placement System Product Production System Product Delivery System Clear and Prep New Courses Product Delivery System Tendering System Guest Departure Service Transaction System Figure 10.8 Post-Prep