Business Process Benchmarking: Finding and Implementing Best Practices (Robert Camp)

Case Study: Housekeeping System Cycle Time Reduction at The Ritz-Carlton Hotel Company

Who Is The Ritz-Carlton Hotel Company?

The Ritz-Carlton Hotel Company successfully operates in one of the most logistically complex service businesses. Targeting primarily industry executives, meeting and corporate travel planners, and affluent travelers, the Atlanta-based company manages 91 luxury hotels in 30 countries* while pursuing the distinction of being the best in each market. The hotel builds its success on the strength of a comprehensive service quality initiative, which is integrated into its marketing and business objectives.

Winner of the 1992 Malcolm Baldrige National Quality Award, The Ritz- Carlton Hotel Company operates business and resort hotels in the USA, Europe, Middle East, Africa, Asia, Latin America, and Australia. It has 14 international sales offices and employs 40,000 people. Restaurants and banquets are also marketed heavily to local residents. The company claims distinctive facilities and environments, highly personalized anticipatory services, and exceptional food and beverages.

Assessment of the Case Study The Ritz-Carlton Hotel Company

Chapter 11, Pages 273-292

Process: Housekeeping system cycle time reduction Summary assessment of the case study (see Figure 6.1)

■ Results

- Five criteria are complete, and one criterion is incomplete. There is no information available for one criterion (“Trends”).

■ Enabler

  • - Plan phase: seven criteria are complete, and one criterion is incomplete.
  • - Do phase: all five criteria are complete.
  • - Check phase: three criteria are complete, and there is no information available for one criterion.
  • - Act phase: all five criteria are complete.

■ Process: the process description and KPIs are described.

■ Format: there is a systematic approach to describe the Best Practice in all its aspects and details.

Conclusion

This case study can be considered as a Best Practice. It would be good to confirm this finding by applying the detailed BEST-tool, i.e. the complete and detailed checklist. This can’t be done on this text, because this isn’t detailed enough.

Case Studies from Healthy Workplaces: A Selection of Global Good Practices

A growing number of employers worldwide are starting to invest in the health and well-being of their employees (Global Survey of Workforce Wellbeing Strategies, 2016). Leading global reasons for implementing employee health strategies are: improving performance and productivity and improving workforce morale and engagement.

Assessment of The Ritz-Carlton Hotel Company

Figure 6.1 Assessment of The Ritz-Carlton Hotel Company.

However, while the evidence for both the financial and health-related benefits of implementing programs is increasing, many organizations do not develop cohesive strategies and merely offer fragmented activities without proof of effectiveness or outcomes. A lively discussion has transpired across the globe on what constitutes a healthy workplace and how to craft a successful program to produce positive outcomes for business and employees.

Reference: www.globalhealthyworkplace.org/documents/Healthy-Workpl aces-Good-Practices.pdf

This publication is intended to contribute to the discussion and illustrate how a healthy workplace can be created by showcasing real-life strategies and programs from employers in 15 different countries on six continents. All the case studies are considered “good practices” as they have been selected from the growing pool of Global Healthy Workplace Award winners and finalists as well as certified “Healthy Workplaces.”*

We investigated six case studies.

■ Case study: Unilever Brazil

■ Case study: Lan Spar Bank Denmark

■ Case study: SAP Germany

■ Case study: Mercedes Benz South Africa

■ Case study: GlaxoSmithKline UK

■ Case study: Baxter International Inc. USA

We describe below the results of the application of the Quick Scan on three of the six case studies, i.e. Lan Spar Bank Denmark, GlaxoSmithKline UK, and Baxter International Inc. USA. For the three other cases only a minority of the criteria of the Quick Scan are adequately covered.

Only the Glaxo Smith Kline UK case passes the Quick Scan and can be considered as a case study which is worthwhile to examine further with the detailed BEST-method.

Case study: Lån & Spar Bank Denmark

Who Is Lån & Spar Bank?

Headquartered in Copenhagen, Denmark Savings and loan bank 380 employees

http://globalhealthyworkplace.org/awards.html

Vision: We want to be the customer’s personal bank by entering into close and relevant partnerships.

Health in Business Strategy

Lan & Spar Bank’s Healthy Workplace program, “Bank I Bevaegelse” (bank in motion), has been a deeply integrated and important part of the Lan & Spar Bank business strategy since 2009- This program has demonstrated positive results in multiple areas, including an increase in turnover, productivity, and customer satisfaction. Lan & Spar Bank focuses on improving the mental, social, and physical well-being of employees based on senior management’s belief that balanced and satisfied employees create the best business.

Assessment of Case Study Lån & Spar Bank

Summary assessment of the case study (see Figure 6.2)

■ Results

- Five criteria are complete, and two criteria are incomplete.

■ Enabler

  • - Plan phase: two criteria are complete, and four criteria are incomplete. No information is available for two criteria.
  • - Do phase: four criteria are complete. No information is available for one criterion.
  • - Check phase: two criteria are complete. No information is available for two criteria.
  • - Act phase: two criteria are incomplete. No information is available for three criteria.

■ Process: the document does not mention or describe the process or KPIs.

■ Format: there is no systematic approach used to describe the Best Practice in all its aspects and details.

Conclusion

The case study Lan & Spar Bank is probably not a Best Practice. Some additional on-site verification or documentation would complete the missing elements.

Assessment of three case studies

Figure 6.2 Assessment of three case studies.

Case Study: GlaxoSmithKline UK

Who Is GSK?

Headquartered in Brentford, London Global healthcare company 99,300 employees

Mission: To help people do more, feel better, and live longer.

Health in Business Strategy

GSK aspires to foster a healthy, resilient, high-performing workforce and ensure zero harm to people and the planet. Since 2002, GSK has implemented a global environment, health, and safety (EHS) policy, 50+ EHS standards, and high impact, enterprise-wide health programs. GSK’s EHS policy and standards are aligned to the core aims of the World Health Organization’s Healthy Workplace Model, ISO/OHSAS, and create minimum, performance-based health standards worldwide.*

Assessment of Case Study GSK

Summary assessment of the case study (see Figure 6.2)

■ Results

- Six criteria are complete. No information is available for one criterion.

■ Enabler

  • - Plan phase: all criteria are complete.
  • - Do phase: four criteria are complete. No information is available for one criterion.
  • - Check phase: one criterion is complete, and one criterion is incomplete. No information is available for two criteria.
  • - Act phase: one criterion is complete, and two criteria are incomplete. No information is available for two criteria.

■ Process: the document does not mention or describe the process or KPIs.

■ Format: there is no systematic approach used to describe the Best Practice in all its aspects and details.

ISO/OHSAS 18001, This is a standard for the management of Occupational Health and Safety Assessment. Compliance with it enabled organizations to demonstrate that they had a system in place for occupational health and safety. Source : https://en.wikipedia.org/wiki/OHSAS_18001 accessed April 24, 2020.

Conclusion

This case study could be a Best Practice. Some additional on-site verification or documentation would complete the missing elements.

Case Study: Baxter International Inc. USA

Who Is Baxter?

Headquartered in Deerfield, Illinois.

Provides a broad portfolio of essential renal and hospital products, pharmacy automation, software, and services.

Employees: 48,000

Mission: To save and sustain lives inspires our work and our commitment to expanding access to care, providing cost-effective healthcare solutions, delivering quality products, and advancing innovations for the world.

Health in Business Strategy

As a global healthcare company, Baxter International Inc. has a strong commitment to the health of its employees as well as to its customers and patients. Its vision of a Zero-Harm workplace underpins the company’s strategic efforts in safety, industrial hygiene, and employee health promotion. Baxter recognizes that healthy employees are more engaged and productive and are less vulnerable to safety incidents and injuries. Through BeWell@ Baxter, the company’s global health and wellness program, Baxter strives to create a culture that promotes health at work and at home, raises awareness about these issues, and supports individual accountability and engagement.

Assessment of Case Study Baxter International Inc. USA

Summary assessment of the case study (see Figure 6.2)

■ Results

- Four criteria are complete. No information is available for three criteria.

■ Enabler

  • - Plan phase: five criteria are complete, and two criteria are incomplete. No information is available for one criterion.
  • - Do phase: two criteria are complete, and two criteria are incomplete. No information is available for one criterion.
  • - Check phase: one criterion is complete, and one criterion is incomplete. No information is available for two criteria.
  • - Act phase: one criterion is complete, and two criteria are incomplete. No information is available for two criteria.

■ Process: the document does not mention or describe the process or KPIs.

■ Format: there is no systematic approach used to describe the Best Practice in all its aspects and details.

Conclusion

Information is missing or incomplete for most of the Quick Scan criteria. Therefore, this case study isn’t a true Best Practice as described. Some additional on-site verification or documentation might complete the missing elements.

Conclusions from Healthy Workplaces: A Selection of Global Good Practices

None of the six case studies we investigated give a description of the process or a full description of the Best Practice. It is difficult to provide this level of detail in the two pages available for each case. A company wishing to benchmark with these companies would need to go on-site to verify the Best Practice to have enough information against which to compare their own processes for improvement.

 
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