Tourism and Travel: Statistical Analysis of Quality Control in Hotel Maintenance

Running head: TOURISM AND TRAVEL
Tourism and Travel
Name of the Student:
Name of the University:
Author’s note:

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Table of Contents
Introduction:...............................................................................................................................2
Discussion and Data Analysis:...................................................................................................2
Six-sigma Process:.................................................................................................................2
CTQ method:..........................................................................................................................4
Guest Room Cleanliness:.......................................................................................................6
Man Hours per Occupied Room:...........................................................................................8
Direct Expense per Occupied Room:...................................................................................10
Check In Speed:...................................................................................................................12
Take Rate (% of multi-night stays):.....................................................................................14
Conclusion:..............................................................................................................................16
References:...............................................................................................................................17
Appendix:.................................................................................................................................18

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Introduction:
The hotel maintenance of tour and tourism industry considers mainly five factors.
These are Guest Room Cleanliness, Man Hours per Occupied Room, Direct Expense per
Occupied Room, Check in Speed and Take Rate of multi-night stays in percentage.
Cleaning professionals are responsible for having neat and clean guest-rooms. In
addition, the housekeepers should be well-trained to properly remove clogs (CleanLink,
2018). The major man-hours per occupied room is dependent up on labour cost, utilities,
refurbishment due to allocation and necessary utilities. Direct expense per occupied room are
divided in many segments such as laundry expense, food expense, maintenance and utility
expense, reservation fees, royalties in marketing and commissions. In case of check in speed,
operators get to know that a few factors and internet problem hamper the experience. It also
creates problem for online payment and money transaction. When customers are trying to
book a multi-night stay hotel, they possibly book for one reservation. This is a fact that hotels
try to fix loyalty programs. It often ensures promotions and rewards because of number of
days to stay.
Statistical processes help to test trend and nonrandom patterns could be applied to
interpret control-charts.
Discussion and Data Analysis:
Six-sigma Process:
The research report aims to create the control charts in data set of quality. Control
chart illustrates the allowable error limits of quality control. It is a cause-and-effect diagram

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placed for generating action items for defining the root cause and method of constant
enhancement. We applied the data mainly in “mean chart” (X-bar chart).
In hotel management purpose, the X-bar chart is a Shewhart control chart used to
handle the arithmetic means of successive samples of fixed size. This type of chart is mainly
used in continuous scale data. The data of defined variables have samples when collected at
regular intervals from a business or management procedures helps to use X-bar chart. We
calculated means (μ) and standard deviations (σ) of each data. The upper control limits
(UCL) and lower control limits (LCL) are calculated as-
UCL = (μ+3∗σ ) and LCL = (μ−3∗σ )
If the data points fall outside the control limits both UCL and LCL, process goes out
of control. In this case, we replace the defective items. More than 73% samples falling
outside the control limits are considered an out of control process (Ahmad, Aslam and Jun,
2014). For each set of control limits, there is a dispersion parameter and location parameter.
The control limits are dependent upon the multiple of standard deviation deviated for
averages of the samples. The distance between two control limits is 6σ. Hence, the process is
known as 6σ-sigma process.
“In Control” process refers that all the points are between control limits by
performing a random pattern.

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(Source: ControlCharts, 2016)
CTQ method:
Critical to quality (CTQ) Trees provides a support to translate broad customer needs
into defined, acceptable and measurable performance requirements. The hotel then can use
the need to provide high quality products and services. CTQ Trees originally grows up as part
of the six-sigma methodology.
CTQ in tourism and travelling helps to follow up characteristics of services of the six-
sigma methodology. Hotel authority could focus on target values and evaluate the defect rate.
It helps to measure out and establish the conclusion regarding specification limits.

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(Source: iSix-Sigma, 2016)
CTQ are the interior critical parameters of quality associated with the requirements of
the guests. A quality function deployment (QFD) or CTQ tree helps to link the CTQs to the
CTCs (Asubonteng, McCleary and Swan, 1996). Dimensional tolerance and cushioning
required for generating the conditions that are CTQs for the management (Kan, 2002). It
reflects the expressed requirements of the customer. The data should be analyzed for supreme
service quality, service and performance.