Service Management and Quality Assurance...

Abstract

Forecasting business volume and efficient labor scheduling are crucial to maintaining quality in an operation. Using a relatively simple computer network, the Boca Raton Resort and Club has been able to control budgets, forecasts, and labor schedules. For a computer application to be effective, an operation must first have a systematic approach in which various functions are tied together and reflect expected business conditions. Such an approach means, for instance, setting labor standards that are entered into the computer and used in conjunction with forecasted guest activity to establish schedules. Through the computer network, business forecasting, personnel scheduling, time accounting, and variance reporting are all linked. In two years of operation, the Boca Raton system has enabled the resort to improve its quality assurance while cutting labor costs.