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Business

Creating Customer Value in Tourism and Food Industry, pp. 752-763 M. Drljaca: TECHNIQUE OF ORGANIZATION PROCESS CREATION IN A HOTEL MIROSLAV DRLJACA, MSc, Investigator Zagreb Airport, Ltd.

, Zagreb, Croatia METHODOLOGY OF ORGANIZATION PROCESS ADVANCEMENT IN A HOTEL UDC sixty-five. 012. some: 640. 5 Preliminary communication Requests of interested celebrations, amongst which the customer gets the central position, are starting parts of quality management system that complies with requirements of INTERNATIONALE ORGANISATION FÜR STANDARDISIERUNG 9000ff worldwide norms.

Regardless of fact if we want to organise hotel management system to meet the needs of these best practice rules, one should be able to recognize precise requests of interested functions, especially from the customer of services. Appropriate recognition of those requests reveals the beginning of top quality system supervision in a resort. In order to fulfill the expectations and requests of guest, the management system in a hotel has to be developed, written about, implemented and managed in such method to ensure realization of the real and foreseen guests’ requests.

Function structure of resort organisation will not be sufficient to get a long-run achievement of this aim. Classic strength model of resort organisation should be upgraded through developed, documented and executed business techniques. In order to operate hotel effectively, numerous related activities should be defined and managed. The usage of business method systems inside the hotel, all their definition and interaction, along with the management, can be explained as process strategy.

Business operations are certainly one of structural portions of hotel management system. If they are not developed, written about and implemented, we can justly ask if hotel management is capable of meeting requests of interested parties. Intended for running businesses, as well as hotels, there are 3 characteristic types of organization processes: core business operations, management organization processes and support processes.

Scientists and experts usually do not agree regarding generally recognized methodology of business method modelling. This paper accepts a speculation saying that a great methodology is the one which allows managing of business procedure in a way to ensure the fulfillment of interested parties’ requests, especially the asks for of visitor. Key words: process, methodology of business process modelling, method approach. ADVANTAGES

Despite the fact that just a small number of lodge industry associates in Croatia possess ISO 9001 qualification as international confirmation of requested quality level of management, the idea of top quality, as advertising orientation, as business 752 Creating Customer Value in Tourism and Hospitality Sector, pp. 752-763 M. Drljaca: METHODOLOGY OF BUSINESS METHOD DEVELOPMENT IN A HOTEL beliefs and every day practice, much more and more existing in motel industry. Individually of the level of awareness of lodge management, business processes could be developed in a of the following ways: 1) in a long-established manner , which is depending on žknow-how” of the very most important parametres of business processes, with interventions simply in situations when reliability of business process is seriously affected, 2) without any control, when in extreme situations the business method develops in completely unrestrainable conditions, 3) in partly controllable conditions ” characterized by business method model in respect to selected methodology, in conditions which can be controlled in the same volume as the basic parametres that define them, and 4) in completely manipulated conditions , those organization processes in whose basic parametres of explanation are below complete control. 2 In order to create entirely controlled environment for developing of usiness process within a hotel, it is very important that motel business processes be: 1) named, 2) described, 3) structurised/organised, 4) controlled, 5) managed, and 6) constantly improving. In order to fulfil this, hotel business processes need to be conceived, i. e. developed according to chosen strategy. The problem lies in the fact that ISO 9001: 2000 tradition (Quality Supervision Systems ” Requirements) requires the proof that business processes will be managed, nevertheless methodology of business processes developing can be not being recommended. 3 Picking out methodology, and quite often its explanation, is remaining to be manufactured by hotel administration. 1 . MEANING OF TERM žPROCESS” The word žprocess” evolves coming from Latin expression žprocedere”, which originally means žmove” or žgo ahead”.

This word form was followed by noun žprocessus”, which can be translated since žprocess” and means ž ¦ a number of actions, stages or events, development (in any course or form) and modification (inputs >outputs) of whatever was had taken under consideration (element, structure, sub-system, system, etc . ). inches 1 two 3 ISO 9001 license, international affirmation of requested quality standard of management system, acquired the following hotel industry associates in Croatia: (in 99: Hotel Excelsior in Dubrovnik, Hotels Maestral ” Lodge Komodor in Dubrovnik, in 2000: Vodicanka Tours ” Hotel Extremidad in Vodice, during change of owners did not retain the qualification, and Accommodations Argentina in Dubrovnik).

Standard parametres of definition of business processes happen to be: a) thing of activity (material, info, product, assistance and similar), b) rate of recurrence of procedure (continually, at times only once, and similar), c) area of activity (state, town, company/organisation, element of company, and similar. ), d) manner of operation (usual, uncontrollable, in partly manageable conditions, in completely manageable conditions). For writing about technique of organization process advancement the experts avoid offering final alternatives, because method of business process development represent intellectual ownership (know how) from the author or consultant. Rare examples in Croatian materials are: Ivan Mamuzic, “Procesni pristup u sustavu upravljanja kvalitetom”, Kvaliteta, Broj a few, Infomart, Zagreb, 2002, p. -4, by which author gives possible method of business process development and reveals part of picture of method flow, Miroslav Drljaca, “Proces kao ishodiste modela ISO 9001: 2000”, Kvaliteta, Broj 3, Infomart, Zagreb, 2002, p. 5-6, in which the publisher presents method of business process development and displays break-up of just one business method, Zivko Kondic, Kvaliteta i actually ISO 9000, Tiva, Varazdin, 2002, and partly: Nenad Vulic, Sustavi upravljanja kvalitetom, Veleuciliste u Splitu, Split, 2001. Total presentation of methodology of business method development can be written in: Nenad Injac i Marko Besker, Metodologija izgradnje poslovnih procesa u sustavu kvalitete, Oskar, Zagreb, 2003. 753 Creating Consumer Value in Tourism and Hospitality Sector, pp. 752-763 M. Drljaca: METHODOLOGY OF BUSINESS METHOD DEVELOPMENT WITHIN A HOTEL Determine 1 . Procedure presentation

GUIDELINES AND REGULATES INPUT ALTERATION AREA OUTPUT MECHANISMS Method can be also defined as “a course, progression or method through which a thing was born or transformed, it is just a development, a process ¦4 HRN EN INTERNATIONALE ORGANISATION FÜR STANDARDISIERUNG 8402: 1996 norm defines the process like a “group of mutually impartial resources and actions which usually transform type elements in output factors. 5 Change of insight elements into output is in fact a transformation of one into the other. Each process thus becomes unique and special. Modification of type into result is a approach to complex interactions of procedures and solutions. It is a technology. It is “know how. International norm INTERNATIONALE ORGANISATION FÜR STANDARDISIERUNG 9000: 2150 defines the procedure as žgroup of linked or mutually dependent actions which change input into results. “6 The application of method system in a company, their definition and mutual interaction, as well as the administration of procedure system ” can be called žprocess approach. “7 The process strategy has the good thing about permanent managing of links between ” particular operations (within the task structure), which can be the strength element of lodge management system, ” and ” combination and mutual connection of these elements. 8 When applied inside the hotel quality management system, this method approach underlines the importance of the following:? understanding and meeting of guest’s requests, need of oversight of business processes in value added circumstances,? achieving outcomes of business processes and their efficiency, and 4 5 6 7 8 Zelimir Domovic, Sime Anic my spouse and i Nikola Klaic, Rjecnik stranih rijeci, SANI-PLUS, Zagreb, 98, p. 1163. HRN SOBRE ISO 8402 Quality administration and quality assurance ” Language, (ISO 8402: 1994, EN ISO 8402: 1995), Quadrilingual version. Intercontinental norm HRN EN INTERNATIONALE ORGANISATION FÜR STANDARDISIERUNG 9000: 2002 Quality supervision systems ” Fundamentals and vocabulary (ISO 9000: 2k, EN ISO 9000: 2000), Version quadrilingue, p. 40. International tradition HRN EN ISO 9001: 2002 Top quality management systems ” Requirements (ISO 9001: 2000, SOBRE ISO 9001: 2000), p. 14.

Except process framework, structural aspects of management system of each company, a hotel as well, are: 1) strategic documents of business (mission, vision, strategy, national politics, general and special managerial aims), 2) organisation, 3) resources, 4) partnerships, and 5) connection and notification. 754 Creating Customer Benefit in Travel and Food Industry, pp. 752-763 Meters. Drljaca: STRATEGY OF BUSINESS PROCESS EXPANSION IN A HOTEL? permanent improvement of business processes, based upon impartial appraisal. Regardless of many possible types of organization processes, and several diversities of process set ups, all organization processes in hotel may be divided into 3 types:? managing processes,? primary processes,? support processes. Figure 2 .

Three types of business procedures Management techniques Guest’ t request Primary business procedures Guest’ s satisfaction Support processes Source: Martyn A. Ould, Business Processes, David Wiley , Sons Ltd, Chichester, England, UK, 95, p. 2 . Many companies have more than one main or žmacro” group of organization processes, which includes: management of business system, management of resources, realization of products and services, measurement and control. 9 Managing business techniques are important intended for progress of core business processes, as well as of support process. These are business procedures of development, planning, top quality management and management of hotel enterprise.

Because of whole and directions of their affect onto primary business procedures ” Management business procedures are called ” vertical operations. Core organization processes focus on the success of fulfillment of customers, (buyers/users), i. e. hotel friends. They immediately add new value to the product, meaning services. They satisfy requests of hotel guests and are electrical generator of their being unfaithful Herbert C. Monnich, Junior., ISO 9001: 2000 intended for Small and Medium Sized Businesses, American Culture for Quality, Milwaukee, Wisconsin, USA, 2001, p. several. 755 Creating Customer Benefit in Travel and Hospitality Industry, pp. 752-763 M. Drljaca: METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT IN A HOTEL contentment.

Core business processes, processes of fulfillment or perhaps realization, will be business techniques whose effect ” in form of products or services has immediate value affirmation on the market. The plan and the product in their creation are in core organization processes firmly integrated. Key business procedures are called ” horizontal operations. Figure several. Interactivities of numerous types of business process Management processes (vertical) Core processes (horizontal) Support operations (vertical) Support processes which are also called logistical or resourceful business processes, are directed towards producing satisfaction of internal users within motel organisational framework. They are able to produce added worth for the guest.

However , this affect on making added value is roundabout and is happy through support of main business techniques. Support operations are additional business techniques and represent a support to core business processes. With regards to direction of activities on core business processes, they are also called ” vertical processes. Numerous supervision, core and support operations develop in this particular process structure simultaneously. They have a series of connections. Each conversation in certain measure affects the business enterprise process bring about terms of meeting the guests’ asks for. 2 . BUSINESS PROCESSES WITHIN A HOTEL žComplete work procedure for a hotel consists of processes of production activities and service actions.

Purpose of development activities can be rendering of services which may have product qualities, like: numerous food, refreshments that are especially prepared, breads, desserts, and similar. Reason for service actions is providing guests with: accommodation, serving of meals and beverages, entertainment, sale of goods, various handicraft-and-services, laundry cleaning, ironing, and similar. “10 žProcess includes all actions linked into a chain. That starts with understanding of all conceivable needs a 12 Ivanka Avelini Holjevac, Kontroling ” Upravljanje poslovnim rezultatom, Sveuciliste u Rijeci, Hotelijerski fakultet Opatija, Opatija, 98, p. 379. 756

Creating Customer Value in Travel and Food Industry, pp. 752-763 M. Drljaca: STRATEGY OF BUSINESS PROCESS ADVANCEMENT IN A MOTEL guest (tourist, buyer, and so forth ) may have through the trip, until return, only with target that all guests’ needs are met. ” 11 Table 1 . Types of business processes within a hotel 1 . 2 . several. 4. your five. 6. 7. 8. Procedure for hotel administration. Process of planning. Process of creation. Process of promoting. Process of top quality management. Means of environment administration. Process of cultural responsibility supervision. Process of security/safety at work administration. 1 . Means of producing meals and refreshments which are particularly prepared. installment payments on your Process of providing meals and beverages. several.

Process of reception and hotel of guests. 1 . 2 . 3. some. 5. 6. Process of hrm. Process of economic management. Process of infrastructure protection. Process of info management. Means of purchase. Process of sale. Supervision business operations in a motel. Core business processes within a hotel. Support processes in a hotel. At identifying of business processes in a resort and dividing them in to types, it is necessary to avoid identity of organization function and business process in a motel. Essential variations are at least these that follows:? business function is static category, whilst business procedure is dynamic category, organization function is usually operated inside one strength hotel device, and is usually named after that, while procedure implies more participants via more structural hotel devices,? business function is operated within hotel, whilst process may have individuals from beyond hotel structural organisation, nevertheless who are essential for progress of concrete floor business process, 11 Zdenko Cerovic, Hotelski menadzment, Sveuciliste u Rijeci, Fakultet za turisticki my spouse and i hotelski menadzment Opatija, Opatija, 2003, l. 415. 757 Creating Customer Value in Tourism and Hospitality Industry, pp. 752-763 M. Drljaca: METHODOLOGY OF BUSINESS PROCEDURE DEVELOPMENT WITHIN A HOTEL??. organization function is definitely run by simply functional administrator, and method is work by organization process administrator, and recognition of these tasks must not be a rule but the exception, organization process is one of the possible internal aspects of oversight of costs, quality costs as well, although function is definitely not, as a result of all these distinctions, function can be described as narrower principle than organization process. TECHNIQUE OF ORGANIZATION PROCESS CREATION Basic job of lodge management during of organization processes advancement is in fact establishing, directing and describing of events during transformation process of input into output. To be able this task could be accomplished, we ust possess suitable methodology of organization process expansion within the top quality system. Distinct companies employ dissimilar methodologies. Modelling of methodology in great evaluate depends on knowledge about quality administration. Regardless of which in turn methodology is utilized by clubs who expanding business procedures, they should remain consistent after they apply it in developing most business operations in a lodge. Hotel supervision must generate its own strategy or select already existing method of organization process development. Teams for business process advancement in practice typically encounter the condition of verification of correctness of their own solutions. This paper presents among the possible methods. 3. 1 .

Identification with the process is usually initial activity in business procedure developing and demands (from the team): naming from the process, getting of the head (manager) of business procedure, defining of its objective(s), defining of input and output needs, description of mechanisms, guidelines and controls. Afterwards, they need to determine external and interior users of business method results, and also designate procedure steps since consisting areas of the business method. 3. installment payments on your Diagram with the context is straightforward display of business procedure at the greatest level from where an conversation can be seen: rules, controls and mechanisms during transformation of input into output. three or more. 3. Display of stationary model of business process shows logical collection of procedure steps advancement as consisting parts of the business enterprise process.

This phase of business process development pinpoints structural units where individual process stage develops, and locates control points at which measurements will probably be performed ” and thus take care of the business procedure. 3. some. Description in the process identifies requests that result from asks for and needs of guests, in that case from requirements, norms, regulations, elaborations, strategies and methods. Here are likewise identified requests, objectives and descriptions of their fulfillment, and allowed deviations. By understanding of allowed deviations we in fact identify the minimum quality level of business procedure. 758 Creating Customer Value in Travel and leisure and Hospitality Industry, pp. 752-763 Meters. Drljaca: TECHNIQUE OF ORGANIZATION PROCESS CREATION IN A MOTEL Figure four. Diagram from the context

RULES AND CONTROLS GUEST’ S REQUEST TECHNIQUE OF RECEPTION AND ACCOMMODATION OF GUESTS IKKE- 0 GUEST’ S SATISFACTION MECHANISMS 3. 5. Plan of decomposition of organization process is usually methodologically confirmed graphical portrayal of the procedure with all the consisting parts , procedure steps. This represents reasonable sequence of process measures development. That specifies insight, rules and controls, components and output of each procedure step. Diagram of decomposition represents a technology. It shows process of reception and accommodation of guests every process measures that realistically develop in succession, one after another, continually. At least one leave from a process step is usually an entry into the next.

Process steps in the process of reception and hotel of guests are identified as follows: 759 Creating Customer Value in Tourism and Hospitality Sector, pp. 752-763 M. Drljaca: METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT IN A HOTEL Number 5. Decomposition of process of reception and accommodation of guests Refusal of request Guest’ s request EVALUATION OF GUEST’ S REQUEST A-01 ACCOMODATION OF VISITOR A-03 RECEPTION OF VISITOR A-02 Accommodated guest Purchases to departments Invoice given to guests Invoice submitted to Financ. Dept. HANDLING OF VISITOR A-04 Fulfillment of guest’s request CHARGEING AND GREETINGS OF CUSTOMER A-05 Satisfaction of asks for FINAL ACTIONS A-06 Studies

New method cycle A-0. 1 Examination of guest’ s request A-0. a couple of Reception of guest A-0. 3 Accommodation of customer A-0. four Handling of guest A-0. 5 Recharging of providers and handmade of visitor A-0. 6 Final activities 3. 6. Description of process actions must designate input, outcome, mechanisms, rules and handles of each procedure step, along with locate structural hotel device in which selected process stage develops. As well, written method is named, if any of method steps needs to be additionally written about. 3. six. Presentation of dynamic type of the process is plan of implementation of developed business process in functional structure of corporation of the lodge.

The plan reveals in which structural hotel product develop activities of each process step, and which unit of firm is responsible for their particular execution. Making of display of powerful model business process is a precondition of the process company itself. 760 Creating Consumer Value in Tourism and Hospitality Sector, pp. 752-763 M. Drljaca: METHODOLOGY OF BUSINESS METHOD DEVELOPMENT WITHIN A HOTEL Figure 6. Powerful model of procedure for reception and accommodation of guests Companions Financial Split Human Resources Div. Accommodation Deb. Reception Lodging Divis. Food , bever. Division Commercial Division Managing Quality Director Process actions General Supervisor Structural devices Analysis of guest’s demand A-01 Reception of visitor A-02 Holiday accommodation of visitor A-03

Handling of customer A-04 Recharging of services and greeting of customer A-05 Last activities A -06 three or more. 8. Creating of responsibility for the task is logical continuation of on organization process expansion. It suggests exact institution of responsibility of cement executor of individual process step. Following establishment of responsibility, the conditions for organization of supervision team for concrete method are prepared. Managing team is headed by manager of business method. In this way we model process organisation, based on team function. 12 several. 9. Program of measuring within the procedure is based on explanation of organization process, my spouse and i.. defined limitations of allowed deviations, up to which business process nonetheless shows trustworthiness as one of it is crucial features. The plan of measuring specifies names of control items where selected measurements will probably be performed. It also defines goal value, allowed deviations and measuring method. By all of these measurements, reviews with focus on values, and possible using corrective actions and actions ” all of us manage the organization process. 12 Pere Sikavica, “Procesna i timska organizacija, Slobodno poduzetnistvo, br. 18/98, Zagreb, 1998, p. 108116. 761 Creating Customer Value in Tourism and Food Industry, pp. 752-763 Meters.

Drljaca: METHODOLOGY OF BUSINESS PROCESS DEVELOPMENT IN A LODGE 3. 10. Plan of providing information within process is necessary in order to clearly define: which individual of organization process provides the information, whom receives it, what is its contens, so when is the info sent and received. several. 11. Making of further more process records implies publishing of techniques for particular process stage which certainly needs it, and publishing of reduced documents, just like work guidance, check email lists, plans of corrective measures and actions, etc . CONCLUSION In the taxation of top quality of lodge management system it is necessary to document and prove the request for business process supervision.

Since this is definitely the requirement of ISO 9001: 2000 international norm, and only 4 representatives of hotel industry in Croatia have certificates related to this kind of international norm, it is validated to ask: which will methods were chosen for hotels to name, describe and organise strength units of business techniques, and how had been these organization processes manipulated, managed and constantly better. In the economy divisions, which are the primary of visitor industry, one of the most successful corporations, except for food-and-beverages industry, you don’t have certificates. There exists a limited volume of companies which in turn possess intercontinental certificates, amongst which are: retail trading, hotel industry, road transport and manufacture of furniture. Therefore , repeatedly, fit put: can we create expansion strategy for Croatian tourism with no developed approach of these overall economy branches that realise a part of revenue caused by tourists’ bills. There are no ready universal solutions.

Imitating of one other company’s alternatives or adoptions of reduced adjustments of such solutions his or her own ideal solutions will be ” delusions, and in practice will be triggering entropy. Every single business method is different. It might even have similar name, same number and same brands of method steps, same inputs and outputs, but still there are not any identical organization processes. Dissimilarities and originalities are occurring in the interaction of inputs and outputs, rules, and controls, and also mechanisms in each process step , in the area of transformation of advices into results. In the circumstance of top quality management devices we may conclude that INTERNATIONALE ORGANISATION FÜR STANDARDISIERUNG 9001: 2000 international norm does not recommend methodology of business method development, yet demands the proof that business techniques are being managed.

It could be concluded that every single methodology of business method developing is satisfactory, if it can prove the management of processes. REFERENCES 1 . 2 . 3. some. 5. Avelini Holjevac, Ivanka, Kontroling ” Upravljanje poslovnim rezultatom, Sveuciliste u Rijeci, Hotelijerski fakultet Opatija, Opatija, 1998. Cerovic, Z., Hotelski menadzment, Sveuciliste u Rijeci, Fakultet za turisticki i actually hotelski menadzment Opatija, Opatija, 2003. Domovic, Z., Anic S. i N. Klaic, Rjecnik stranih rijeci, SANI-PLUS, Zagreb, 1998. Drljaca, M., žProces kao ishodiste modela ISO 9001: 2000″, Kvaliteta, Broj 3, Infomart, Zagreb, 2002. Drljaca, M., žKonzistentnost kvalitete we poslovne uspjesnosti u Hrvatskoj”, Zbornik radova 7.

Simpozija Hrvatskog drustva menadzera kvalitete Kvaliteta nas izbor za buducnost, Oskar, Zagreb, Sibenik, 2005. 762 Creating Customer Value in Tourism and Hospitality Market, pp. 752-763 M. Drljaca: METHODOLOGY OF BUSINESS PROCEDURE DEVELOPMENT IN A HOTEL six. 7. 8. 9. 10. 11. 12. 13. 13. 15. HRN EN INTERNATIONALE ORGANISATION FÜR STANDARDISIERUNG 8402 Quality management and quality assurance ” Vocabulary, (ISO 8402: year 1994, EN ISO 8402: 1995), Quadrilingual type. International norm HRN EN ISO 9000: 2002 Top quality management systems ” Fundamentals and vocabulary (ISO 9000: 2000, SOBRE ISO 9000: 2000), Version quadrilingue. Intercontinental norm HRN EN INTERNATIONALE ORGANISATION FÜR STANDARDISIERUNG 9001: 2002 Quality administration systems ” Requirements (ISO 9001: 2150, EN INTERNATIONALE ORGANISATION FÜR STANDARDISIERUNG 9001: 2000). Injac, N. i Meters.

Besker, Metodologija izgradnje poslovnih procesa u sustavu kvalitete, Oskar, Zagreb, 2003. Kondic, Z., Kvaliteta i ISO 9000, Tiva, Varazdin, 2002. Mamuzic, My spouse and i., žProcesni pristup u sustavu upravljanja kvalitetom”, Kvaliteta, Broj 3, Infomart, Zagreb, 2002. Monnich C. H., Jr., ISO 9001: 2000 intended for Small and Medium Sized Businesses, American Contemporary society for Quality, Milwaukee, Wisconsin, USA, 2001. Ould A. M., Business Processes, David Wiley , Sons Ltd, Chichester, Britain, UK, 1995. Sikavica, S., “Procesna we timska organizacija, Slobodno poduzetnistvo, Broj 18, Zagreb, 1998. Vulic, N., Sustavi upravljanja kvalitetom, Veleuciliste u Splitu, Split, 2001. 763