Quality Management System
(QMS)
By Sky Software Co. LLC
Overview of Quality Management System (QMS)
QMS Objectives:
Centralize and document all guest requests in timely manner
Monitor all guest related requests
Ensure guest satisfaction
Give a clear and measurable standard for quality of service
Automatic System time stamp in every stage of guest request handling
Task ownership and assigned responsibility for timely completion
Overdue alarms, sound alerts and popup
Overdue SMS escalation messaging system
Improve employees productivity
Online fast statistics
Managers supervision
Most frequent requests statistics
Discrepancy reports
Complete log for all requests / problems
Complete set of interfaces for enhanced connectivity to other systems
Flexibility and customization
Overview of Quality Management System (QMS)
QMS Objectives: continue
Overview of Quality Management System (QMS)
Greater flexibility for your guests
Better guest satisfaction and
loyalty
More accurate long-term strategic
planning
Ensures that all guests request are attended to
Accommodate change of guest
request
Monitor the service efficiency of
operator/agent
Service Request Statistics
Product Benefits
How does it work
Requests Work Request Control & Distribution
Service Departments For Follow up
Guest Service Center
Information Technology
Engineering
Concierge
Laundry
Housekeeping
Courtesy Calls
How does it work
Request Routing:
Each request is associated with a service department
The system automatically routes the request to the associated service department
Each department monitors and follows up their related requests only
Service departments:
Sound alert to indicate the receiving of a new request
Overdue popup and sound alerts
SMS, pager and email automatic messaging to responsible agents
SMS, pager and email automatic escalation messaging to management according to
predefined criteria of escalation
Pending requests are reflected in red
Request Monitoring & Processing
Request Routing:
Highlight overdue requestsHighlight user messages, notes and documentsSearch the screen for specific room requestsFilter requests by statusKeyboard shortcuts for better functionalitySophisticated monitor showing request details (i.e. Timing, Room Number, RequestDetails, Posting Time, Starting Time, Completion Time, Priority, Status And Agent Name)
Work Request Monitor
Request Routing:
Room status (OCC/VAC) Time stamp on request creation system time)
Automatic search list To simplify data entry.
Pickup values from predefined list of rooms, requests, and priorities.
Automatic request routing to the associated service department.
Priority code to reflect VIP related requests.
Request note for any extra explanation
Request Monitoring & Processing
Customizing Requests:
Flexible, customized requests definition Auto print new request option Allow/prevent posting the same request for the same
room number before finishing the pending one) Assign default process time for each request Customize the process time for different room types Customize SMS escalation timing Use history data to define the required process time
G.S.C
Auto printConcierge requests
Request Monitoring & Processing
Processing Work Requests:
Assign, postpone, cancel, and finish requestsTime stamp on every stageArea for feedback and remarksSummary data showing the time spent and the agent who did the work
Assign work order
Postpone work order
Finish work order
Request Cancellation
Request Monitoring & Processing
Messages and remarks:
Assign, postpone, cancel, and finish requests detailed log for all transactions with time stamps
Add messages or notes to explain unexpected actions (i.e. postponed a request)
Add agent feedback after finishing the requestA method for approval (i.e. send a message: Approved by FO )Appears in the request report
Work request notes
Request Monitoring & Processing
Courtesy Call:
Assign, postpone, cancel, and finish requests detailed log for all transactions with time stamps request status is automatically updated in the active monitor to reflect service departments actions
Hotel agent makes Courtesy calls with guests once there requests are finished to ensure guest satisfaction
Guest feedback is recorded PBX time stamp for actual courtesy calls timing
Courtesy Call Remarks
Request Monitoring & Processing
SMS Escalations :
Send SMS for new requestEscalate SMS to higher managerial levels for overdue requestsCustomized SMS escalation levelsSMS retransmission optionDefault recipient for each level in every departmentTimesheet option to specify SMS recipient for different shiftsDuty managers shifts
Escalation Levels
Escalation Time sheet
Request Monitoring & Processing
Archive Requests:
Archive old requestsFull reports and statistics for history data
Archive Requests
Request Monitoring & Processing
GM
Managers
QEMS
Duty Manager
1. Receive Duty Managers Reports2. Follow up and send emails3. Add comments4. View/print history reports
Step 1: Add new duty manager reportStep 2: Use the QEMS editor to fill the predefined checklist
Step 3: Write down any observationsStep 4: Post the report
1. View and print history reports2. send emails
Duty Managers Log
Duty Managers Log
SMS Escalations :
Duty log checklist is classified into categories, feedback and remarks are enteredDefault feedback is configured to simplify data entryFree text log entries for any extra points
ChecklistLog Entry
Reports & Graphics
Reports
Work request detailed
Work requests by date details
Work request definition
Work request report by date – summary
Work request report by Status – summary
Work request statistics– summary
Discrepancy report
Discrepancy Timings
Courtesy Calls
Courtesy Calls by date – summary
Cancellation
More …..
Top 30 Average Processing Time
Top 30 Frequent Requests
Pending Problems by Department
Received Requests by Department
Technical Features & Interfaces
Mobile
QEMS Server
Telephone
Wireless
Printer
SMS Modem
PBX
PDA
PC
QEMS
Symbol Description
System Diagram & Interfaces
SMS & Escalations
Receive, process requests throughwireless network
QEMS MonitorAuto print requests
PMSInterface
QEMS
TelInfo Interface(Assign & Finish requests)
PBX InterfaceFor time stamps
Interfaces
Multi-tasking/multi-user Windows®-based application (98/ME/2000/XP/Server
2003/Vista/Server 2008).
Open architecture, client-server application.
Advanced searching and sorting features.
Relational database flexibility. Compatible with MSDE and Microsoft® SQL Server
2000/2005/2008.
Using Microsoft programming language that allows easy data exchange with Microsoft Excel,
Word, and other Windows applications
Centralized data administration and maintenance tools.
Comprehensive set of summarized and detailed reports
Technical Features
THANK YOU