Lectures
• People (Hospitality focus, Marketing, Organizational Behavior)
• Process (Service focus, quality focus, accounting, Organizational Behavior)
• Place (Workplace Management & Design, Building functions & Identity, Building
management & analysis, Healthy workplace & Change Management)
• Performance Management (combining people, process & place + recap)
Introduction to Operations Management
What is Operations Management? (People & Process)
Inputs: Outputs:
• Materials • Products
• Equipment • Services
• Customers • Benefits
• Staff • Emotions
• Technology • Judgments (perceived value)
• Facilities
Process perspective vs Customer perspective
• Who is your guest what does the guest
want?
• What services where offered?
• What processes needed to be in place for
those services?
(Place)
• What kind of places do you need in order to
make products or deliver services?
• What is the effect on the people that use the
place?
Introduction to Facility & Operations Management
Facility Management = Organisational function which integrates people, place and process
within the built environment to improve the quality of life of people and productivity of the
core business. (Organising, managing and optimising)
FM is constantly changing:
The persons, the workplaces, the education
,Facility Management manages the NON-CORE processes on different levels:
Strategic FM:
• Defining the FM strategy in compliance with core business
• Initiating service level agreements (SLA)
• External environment (developments)
• Relations with authorities, tenants, partners etc.
Tactical FM:
• Implementing and monitoring the FM strategy
• Managing processes, projects and agreements
• Communicating with external service providers
• Reporting to the strategic level
Operational FM:
• Delivering services
• Receiving requests from internal clients
• Collecting data for performance evaluation
• Reporting to the tactical level
Operations Management is about people (guests, customers, clients, employees),
processes and services (keep things going, keep people happy) and place (buildings that
fit the purpose of the organization and the needs of the users)
Who is the client? How does the Facility Manager communicate?
Board of directors
Managers Management Contract
Service Level Agreement
Users Product Service Catalogue
Core businesses in OM:
• Order fulfilment process
• Customer relationship process
• Supplier relation process
• Product & service development process
, Hospitality Defined, Origin of Hospitality
Hospitality = The art of offering sincere attention, safety and comfort to the customer,
resulting in a customer’s experience of hospitality. (It is not just a word, it’s something
intangible)
• Various emotions (what a guest feels)
• Various contexts (is hospitality in every place the same?)
• Various experiences (how guests observe)
• The industry (isn’t it just about earning money?)
Main perspectives of Hospitality:
1 Hospitality as behavior: relationships, honor and norms & values
2 Hospitality as an industry: offering food & accommodations, offering services
Mostly defined as voluntary interaction between guest and host.
Hospitality Relationships (between host and guest)
Behavior (from host and guest)
Interaction
Offering a product or service (with or without paying)
Three domains of Hospitality:
Religious norms, the Social and Domestic or ‘Do you want to have
rules of the society cultural domain private domain dinner with us?’
Commercial
domain
Offering and managing services
Managing Hospitality Experiences (adding value):
• Expectations vs Experience
• Who are my guests and what do they expect?
• Guest satisfaction (experience of the guest meet/surpass the experiences)
