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

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