Operations and Project Management Report: LTR's Internal Systems

This report provides a comprehensive analysis of Luton Town Residences (LTR), focusing on its operations and project management practices. It begins with an overview of the current operational systems in place, specifically addressing internal communications and data connectivity within the organization. The report then offers reasoned recommendations for improving these systems, supported by relevant evidence and research. A significant portion of the report is dedicated to outlining a project plan to implement the suggested operational improvements. This plan includes a detailed Work Breakdown Structure (WBS), a Risk Management Plan to identify and mitigate potential challenges, and a proposed budget to ensure feasibility. The report integrates operations management theories like Total Quality Management and Six Sigma to support its findings. The overall aim is to provide actionable insights and a strategic roadmap for LTR to enhance its operational efficiency, improve internal communication, and ultimately, increase customer satisfaction and profitability. The report concludes with a summary of the key findings and recommendations, reinforcing the importance of effective operations and project management in the hospitality sector.

Operations and
Project
Management

Table of Contents
INTRODUCTION...........................................................................................................................1
MAIN BODY...................................................................................................................................1
Give an overview of the current operational systems in place to facilitate internal
communications and connect data..........................................................................................1
Give reasoned recommendations to improve and/or add to these operational systems. Support
your recommendations with high-quality evidence where possible.......................................4
Project Plan to implement your operational recommendations, including, at minimum, a WBS
(Work Breakdown Structure), Risk Management Plan and proposed Budget.......................5
CONCLUSION..............................................................................................................................12
REFERENCES..............................................................................................................................13

INTRODUCTION
Operations management is regarded as an administration of business activities for
creating largest level of effectiveness possible into entities. This is mostly concerned with
transforming raw material as well as labour into products and services as efficaciously which is
helpful to enhance organisational profitability (Alias and et. al., 2014). On the other side, project
management is referred as the practices of initiating, planning, implementing, controlling as well
as closing team work to attain particular objectives as well as accomplish particular criteria ta
certain time duration. It is essential in entities as this assures what is being delivered is
appropriate and will be generate real value in comparison to business opportunity. As per the
given case study, the undertaken organisation for this report is Luton Town Residences (LTR). It
is a part of The Anacreonte Group of properties which is operating from year 1967 and it located
in United Kingdom. The purpose of this report is to provide an overview of current operational
systems into a place to provide internal communication. Moreover, recommendation are given to
improve those operational systems. Apart form this, a project management plan is developed to
implement that recommendations are also discussed in this report.
MAIN BODY
Give an overview of the current operational systems in place to facilitate internal
communications and connect data.
Operational system is the term that is mainly utilised into data warehousing which is refer
to a system that applied for processing their regular transaction of entities. Moreover, these
systems are basically developed in a way so that firm can processed their regular transactions
which is performed in effective as well as the integrity of transactional data is preserved
(Beringer, Jonas and Kock, 2013). As Luton Town Residences (LTR) is a part of The
Anacreonte Group of properties and which is a family run business. Its main operations is
facilitating self catering long stay rooms for at least one month which includes triple rooms, twin
rooms, double rooms and single room. Within their whole rooms they provides an en-suite
shower rooms,, fully equipped kitchenette and free wifi internet connection. In addition to this,
their management generally a complementary coffee or tea and also not any breakfast are served
as overall rooms were self catering. Also, for the convenience of customers 24*7 hour receptions
are available and free taxi calling services. Moreover, the process of booking rooms through
1

Luton Town Residences (LTR), customers have to visit to its site and click on book now enter
date from starting to till it stays. Also, all its booking information and data which includes
customer's name, address, phone number and many other are kept into their computers or system
software. Apart from all this their current front office or their sales or marketing operations
consists check in time, check out time, billing, take information related to booking which is done
through online and many others. Also, their human resource operations involved managing
document of customers that is asked during check in such as copy of driving license, pan card
and others. Moreover, in its accommodation operations cleanliness across areas are included. All
these current operations of Luton Town Residences (LTR) assists them in enhancing
profitability, sales, customer experiences and many more. So, it is essential for them to manage
their overall operations. For instance, respective organisation used some operations management
theories as well as concepts that are discussed below:
Total quality management: This is considered as a theory that is developed through
William Deming who is a management consultant. It is referred as a continuous procedures of
minimising as well as detecting errors into supply chain management, production, improving
consumer experiences as well as assuring that staff are upgraded with training (Binder, 2016).
Moreover, quality is undertaken as an advantage as well as necessity of market competitiveness.
So total quality management is defined as a system that guarantees a stipulated quality. In
addition to this, it is a structured approach to whole management of firms. The concentration of
procedures is to improve quality of outputs related to goods or services by continual
improvement of internal operations. Also, this is advantageous for both entities as well as staff as
whole employees have concentration upon quality management as well as continuous
improvement,, firm may set up I and uphold the cultural values which develops long- term
success for bot consumers and entities as well. In context of Luton Town Residences (LTR), they
are providing services related to self catering long stay rooms such as single bedrooms, double
bedrooms, twin rooms and triple rooms. So, as the respective organisation are facilitating a kind
of accommodation services so the total quality management aids them to improved their business
operations in effective and efficient manner. Moreover, it is also beneficial for them in satisfying
consumers as high quality services accomplish the requirements of its clients that outcomes into
higher satisfaction and this ultimately leads towards maximising their market share, revenue
growth as well as also increased word of mouth marketing which maximised its profitability.
2

Also, for all these the whole members of respective organisation have to do the internal
communication in effective way so that all these are to be performed in more efficacious manner
for the beneficial of the company.
Six sigma: This is considered as a quality control theory which is established in year
1986 through Motorola, Inc. It emphasizes cycle time improvement. In simple term, this is
referred as a method to work in faster way with some mistakes (Heldman, 2018). Moreover, this
is referred as disciplined business methodology to enhance consumer satisfaction as well as
profit through streamlining its operations, improving quality as well as obviating errors within
each and every organisational process. In addition to this, the two main methodologies are
DMAIC as well as DMADV. Both have their own set of recommended process that has to be
executed for business transformation. DMAIC is considered as a data driven methods that is
utilised for improving existent services for better consumer satisfaction. It includes five phases
such as define, measure, analyse, improve and control. It is basically used into producing
products or delivering services. The another one is DMADV is defined as a part of design for six
sigma procedures which is utilised for designing various procedures of service delivery or
product manufacturing. It also consist five phase that are define, measure, analyse, design and
validate. This is mostly utilised when the existent procedures do not accomplish the conditions of
its consumers, even after optimisation or when this is needed to improve new procedures. In
context of Luton Town Residences (LTR), they can applied the DMAIC methodology as this
help them to improve their existent services as well as operations in order to satisfy their
customers effectively and efficaciously. The six sigma is helpful into the operations related to
front office and marketing such as this minimises time during peak check in and check out,
obviating bills errors as well as improve accuracy. Moreover, into their operations of human
resources it aids into payroll accuracy, managing document, minimising turn around recruitment
time, relieving time, enhance staff satisfaction rate. In respect of accommodation operations, six
sigma aids in decreasing turn around the time of turning down a room, standardisation of
cleanliness in all over areas.
Internal communication is very much important for the operational system as without this
the operations of the organisation can not be performed in effective manner and attained their
objectives is profitable way (Kerzner, 2017). Moreover, this is defined as a transformation of
information among the staff members of organisations. This takes place across overall levels as
3

well as organisational units of entities. Within Luton Town Residences (LTR), they are
performing the operations related to front office, marketing, accommodations and others. So, for
all this they have to do internal communication in effective way. As effectual internal
communication allows whole employees of entities to work collaboratively towards a common
objectives. Such as in Luton Town Residences (LTR), it is vital for marketing to communicate
with another so that the operation related to accommodation, human resources and others are
accomplished efficaciously. Moreover, it is also vital for them to connect their data effectively
with the help of some software as well as hardware. So that they may manage their operations in
more efficient manner.
Give reasoned recommendations to improve and/or add to these operational systems. Support
your recommendations with high-quality evidence where possible.
As Luton Town Residences (LTR) basically providing self catering long stay rooms so
they are performing various operations related to human resource, accommodations, marketing,,
booking system and others. As they are not able to accomplish the requirements of customers so
respective organisation have to improve their operational system. Some recommendation for
improving as well as adding operational system of Luton Town Residences (LTR) are discussed
below:
 It is recommended to respective organisation that they may improve their booking system
in more efficient way through E- mailing re-market with exclusive offers, doing on- site
re- engagement notification for showing existent information, upgrading their booking
software and many more. As an offers they provide discounts to their customers (Maylor,
Turner and Murray-Webster, 2015). Due to upgrading their booking system they may
minimise the risk of over booking of rooms.
 Moreover, this is also recommended that they can open the gym facilities in the areas
where they are facilitating rooms. So that the person who are very much concern about
their fitness can avail this facilities and also it attracts more customers towards
themselves which will outcomes into enhanced profitability.
 This is also recommended that Luton Town Residences (LTR) have to improve their
internal communication through conducting weekly meetings, organising some kind of
events and programmes for their staff members. So all of them become friendly can can
easily communicate with one another as well as share information in more effective way.
4

 In addition to all this, it is also recommendation to Luton Town Residences (LTR) they
have to apply the total quality management approaches and six sigma approaches as this
helps them into the operations related to front office and marketing such as this
minimises time during peak check in and check out, obviating bills errors as well as
improve accuracy (Müller and et. al., 2014). Moreover, into their operations of human
resources it aids into payroll accuracy, managing document, minimising turn around
recruitment time, relieving time, enhance staff satisfaction rate. In respect of
accommodation operations, six sigma aids in decreasing turn around the time of turning
down a room, standardisation of cleanliness in all over areas.
 Also, through using six sigma methodology such as DMAIC that are define, measure,
analyse, improve and control. As through this they can able to identify their problem
statement or issues thereafter measures the current system, analysing the root cause of
that problems, improving that and at last controlling them in more effective way. All
these are helpful in improving existent services for better consumer satisfaction, or
experiences so they suggest another individuals about themselves.
 With the help of total quality management Luton Town Residences (LTR), they may able
to satisfy its consumers as high quality services accomplish the requirements of its clients
that outcomes into higher satisfaction and this ultimately leads towards maximising their
market share, revenue growth as well as also increased word of mouth marketing which
maximised its profitability. Also, as communication, co-operation and coordination
between various departments are three major components of TQM. Increasing customer
preferences has led to a drastic change in the process of TQM in hotels. The
accommodation service providers have got an advantage of increasing their profits by
offering products and services that are of high quality and affordable prices which has in
turn led to attracting a large number of potential customers (Pemsel and Wiewiora, 2013).
The companies have improved the quality of their overall services like minimising
mistakes that is done by the company by making all the processes more efficient.
Project Plan to implement your operational recommendations, including, at minimum, a WBS
(Work Breakdown Structure), Risk Management Plan and proposed Budget.
Project plan is considered as a formal document that is prepared for guiding the control as
well as implement project. It is a key to successful project as well as is most effective document
5

which required to be developed when initiating any business project. Moreover, this describes a
parameters as well as intent of individuals business project (Sears and et. al., 2015). This states
that why the plan is being executed as well as an ultimate intent of plan will be provides. Also, it
considered as tools to keep each and every one associated with project upon track as well as
concentrating upon similar information and details as well. In respect of the above
recommendation the project management plan is prepared through Luton Town Residences
(LTR) are discussed below:
Project initiation: This is considered as stage of project as well as includes feasibility
and project value. This consists tow techniques that aids project manger either to perform out
project practices or not. These are:
Feasibility study: In this, the manager find as well as measure project budget that is
going to execute. With these, project objective and timeline is decided. In respect of Luton
Town Residences (LTR), project manager have to describe time duration as well as project intent
to staff so that there should not be any confusion and plan is accomplished at certain time
duration. So for this, Scope: This is considered as a vital aspect of project plan as this involves exact scope of
project in respect of entities. So, as per the recommendation the scope for Luton Town
Residences (LTR) is board as they are planning to upgrade their booking system due to
which they may able to minimise the chances of overbooking of rooms. As due to this,
respective organisation customers so not have to face much problems which results into
enhancing customer experiences. Time: This is also regarded as a essential aspects of project plan as it is needed for
accomplishing the overall project at certain time period. So, this has been examine that
for implementing all things in effective manners the project manager needs approx 2
months. Also, this assists project manager and organisation to obtain gainful outcomes at
specified time period.
 Quality: This is considered as an crucial aspects as it is important for organisation to
maintain the quality of services that they are facilitating to customers in order to obtain
optimistic results.
Project planning: This phases is undertaken when the formal document are approved
through senior authorities of firm (Stevenson and Sum, 2014). It includes practices associated to
6

project that will be perform at which time and budget. This facilitates direction regarding how to
face risks, procure outputs of quality and others. Moreover, this aids Luton Town Residences
(LTR) manager to overcome with those challenges during respective project implementation.
Project execution: In this, whole practices and operations are planned to execute through
subordinates at this phases. The implementation takes place of whole deliverable for satisfying
consumers as well as obtain success into project. In context of Luton Town Residences (LTR),
the team of management execute overall recommendations through delegating the resources as
well as responsibilities to staff effectively.
Project monitoring & control: Herein, the higher authorities checks either the
operations of respective project is appropriately implemented or not. Moreover, it measure the
employees performance according to its set standards (Swink and et. al., 2017). It will aids
Luton Town Residences (LTR) team management to work as per recommendation effectively
and in specified way.
Project closure: in this phases, the entities deliver project to consumers as well as team
members that is formed for accomplishment of project and thereafter get disbursed. In context to
Luton Town Residences (LTR), the management team of project have to measure whole
documents as well as get project accomplished successfully. In addition to this, entities also
facilitates advantages so that staff may perform with full efforts in upcoming times also.
Work break down structure
Work break down structure is referred as a deliverable oriented hierarchical
decomposition of task that is to be implemented through project team for accomplishing the
specific project objectives and develop a needed deliverables. Moreover this is produced to set
up a common understanding of project scope. This is a hierarchical explanation of work which
have to be performed to accomplish project deliverables. In respect to present project, the project
manager has to formulate appropriate work breakdown structure for supporting factor to project
manager which will develops things in simpler for them as well as facilitates equal support to
accomplish its project objectives in faster manner.
Risk management plan
Risk management plan is considered as a document which a project manager develops to
anticipate the risks, estimate affects as well as explain responses towards risk. This also includes
a matrix related to risk assessment (Too and Weaver, 2014). Moreover, A risk management plan
7

can be defined as a document that is prepared by a project manager in order to identify risks and
uncertainties, analyse their potential impacts and then define the responses or actions that can be
taken to address them. A risk management plan should be reviewed at constant intervals by the
project team within an organisation to avoid any kind of risk getting unnoticed. The plan usually
consists of five stages like identifying the uncertainty or risk, analysing and evaluating it, treating
the same and finally monitoring and reviewing the risk. This reduces the chances of the risk
being getting avoided by the company as the main purpose of the plan is to identify problems
before they occur and impact the operations of the business. This is prepared into Luton Town
Residences (LTR) so that they can able to identify, examine as well as responding towards
threats related to project.
Description of
risk
Likeliho
od
Impact Owner Mitigation Contingency Pre
acti
on
weig
htin
g
scor
e
Post
acti
on
wei
ghti
ng
scor
e
In appropriate
communication
among staff
members
high high Project
manage
r
The managers
have to comply
functional
structure where
whole staff may
able to interact
with another
one in easier
manner as it
aids them to
minimise risk
of
communication
Not
communicating
effectively, the
project of
entities remain
incomplete or
too much time
consuming.
7
out
of
10
8
out
of
10
8

.
Risk that is
associated with
time consuming
practices
Lower Moderate Project
manage
r
They have to
develop a
schedule as
well as
arrangement of
all the practices
as well as give
more
preferences that
may aids in
operating
business
practices at
particular time.
This minimises
risk.
In case project
is very much
time consuming
then this may
be costly for
entities.
6
out
of
10
7
out
of
10
Usages of new
technology as
well as
operational
system
Higher Higher Technic
al and
operati
onal
director
For mitigating
the particular
risk, the
manager have
to utilise a
effective
system or
approach that
may aids to do
task and
accomplish
project
efficiently.
It may develop
risk for LTR as
they have to
spend more
capital upon
updated
technology for
accomplishing
project.
7
out
of
10
9
out
of
10
9

Lower
management and
in appropriate
arrangement of
employees
Moderate Low Operati
onal
manage
r
For minimising
risk, LTR
required to
assign task
among staff as
per their
capability and
ability to
manage system
as well as face
challenges.
For
accomplishing
any project
there is
requirement of
proficient staff
as well as HR
manager that
may able to
take decision.
So, within
respective
organisation
because of lack
of not
proficient
employees
project may be
accomplished
effectively.
7
out
of
10
9
out
of
10
Proposed budget
Budget is regarded as a categorical list of anticipated costs of project which shows the
principal investigators best estimation of funds which is required to support the task explained
into a proposal. Moreover, a budget includes overall direct cost, administrative and facilities
costs as well as cost sharing commitments proposed (Turner, 2016). The proposed budget is
simply means a five year budget which states capital expenditures as well as another operating
spendings. So, Luton Town Residences (LTR) prepared as proposed budget for improving plan
of its operational systems which are discussed below:
10

EXPENSES AMOUNT
One Time Set-Up Costs:
Rent Deposit 1600
Furniture & Fixtures 3500
Equipment 3750
Build-out/ Renovations 3200
Decorating, Painting and Remodelling 1200
Installation of Fixtures & Equipment 900
Starting Inventory 1750
Deposits with Public Utilities 1150
Legal and Other Professional Fees 750
License and Permits 550
Advertising and Promotion 390
Consulting 410
Software 350
Cash 2600
Total Costs: 22100
Monthly Expenses:
Bank Charges 125
Debt Service (Principal & Interest) 1900
Insurance 1300
Membership & Dues 1100
11

Maintenance & Repairs 950
Marketing & Promotion: Advertising 850
Marketing & Promotion: Other 650
Miscellaneous 320
Payroll: Wages (Owner/ Manager) 2800
Payroll: Wages (Employees) 2900
Payroll Tax 1300
Professional Fees: Accounting 1500
Professional Fees: Legal 1700
Professional Fees: Other 840
Rent 3500
Subscriptions 980
Supplies: Office 1100
Supplies: Operating 1210
Telephone 1100
Utilities 150
Total Monthly Expenses: 26275
TOTAL FUNDS REQUIRED: 48375
CONCLUSION
As per the above report, it has been concluded that the both operations and project
management are essential within an organisation. As they are helpful for them in assuring that
what is delivering is effective or not and also it give real value against business opportunity.
Moreover, this aids into efficacious utilisation of resources such as raw material, labour, money
and another resources as well as this also improve organisational productivity. Also, various
operational system which is helpful in facilitate internal communication as well as connecting
12

data. For managing the operations of organisation, they may utilise operation and project
management techniques such as total quality management and six sigma. As this assists them to
improve quality of outputs related to goods or services by continual improvement of internal
operations, to enhance consumer satisfaction as well as profit through streamlining its operations,
improving quality as well as obviating errors. Also the recommendation which is aids to improve
operational system. In addition to this, project management plan, risk management plan, budget
and work breakdown structure are prepared for implementing the verbal plan into practically in
more efficient manners so that they can able to attain objectives effectively.
13

REFERENCES
Books and journal
Alias, Z. and et. al., 2014. Determining critical success factors of project management practice:
A conceptual framework. Procedia-Social and Behavioral Sciences. 153. pp.61-69.
Beringer, C., Jonas, D. and Kock, A., 2013. Behavior of internal stakeholders in project portfolio
management and its impact on success. International Journal of Project
Management. 31(6). pp.830-846.
Binder, J., 2016. Global project management: communication, collaboration and management
across borders. Routledge.
Heldman, K., 2018. PMP: project management professional exam study guide. John Wiley &
Sons.
Kerzner, H., 2017. Project management: a systems approach to planning, scheduling, and
controlling. John Wiley & Sons.
Maylor, H., Turner, N. and Murray-Webster, R., 2015. “It worked for manufacturing…!”:
Operations strategy in project-based operations. International Journal of Project
Management. 33(1). pp.103-115.
Müller, R. and et. al., 2014. Understanding project success through analysis of project
management approach. International journal of managing projects in business.
Pemsel, S. and Wiewiora, A., 2013. Project management office a knowledge broker in project-
based organisations. International journal of project management. 31(1). pp.31-42.
Sears, S. K. and et. al., 2015. Construction project management. John Wiley & Sons.
Stevenson, W. J. and Sum, C. C., 2014. Operations management. McGraw-Hill Education.
Swink, M. and et. al., 2017. Managing operations across the supply chain. New York, NY:
McGraw-Hill Education.
Too, E.G . and Weaver, P., 2014. The management of project management: A conceptual
framework for project governance. International Journal of Project Management. 32(8).
pp.1382-1394.
Turner, R., 2016. Gower handbook of project management. Routledge.
Uhl, A. and Gollenia, L.A. eds., 2016. A handbook of business transformation management
methodology. Routledge.
Verzuh, E., 2015. The fast forward MBA in project management. John Wiley & Sons.
14