1. 1 © InterContinental Hotels Group 2007 “…improving our levels of Guest satisfaction with the maintenance and condition of our bedrooms”. Kindly sponsored by:

2. 2 © InterContinental Hotels Group 2007 Outline of Presentation  What is ?  Why is it important to our hotel?  How does it work?  What next?. During this presentation, we will cover:

3. 3 © InterContinental Hotels Group 2007 Guest Satisfaction (GSTS) Maintenance of Guest Rooms Condition of Furniture, Carpet, etc. Problems. Improvement Target Areas:

4. 4 © InterContinental Hotels Group 2007 What is ? Helps the hotel address the 2 key drivers simultaneously in a relatively short time frame Addresses concerns of irregular and ineffective Preventive Maintenance and Corrective Maintenance Helps to improve condition of guest rooms Provides a systematic process to: –Track frequency of defects –Identify root causes Requires the hotel to: –Manage manpower –Minimise costs –Manage scheduling. is a tool that:

5. 5 © InterContinental Hotels Group 2007 Room Maintenance Deployment Tree Room with Defect Corrective Maintenance Reported by Guests Reported by Housekeeping Reported by “Others” Preventive Maintenance Complete Preventive Maintenance List Correct Preventive Maintenance Frequency Correct Preventive Maintenance Execution

6. 6 © InterContinental Hotels Group 2007 Rationale of Guests place greatest importance around items that they consider part of their “personal space” Guests expect items that are easily fixed to be fixed Guests perceptions of importance (which drive GSTS answers) are built in the data collection/analysis so as to give more weight to the most important room attributes  Rectify the frequently occurring defects that the guests deem as important.  Incorporate this focus into the hotel’s preventive maintenance programme. Results of global survey (in-depth guest interviews):

7. 7 © InterContinental Hotels Group 2007 Implementation Process PREPARATION FOR I-FIX Communication with management Team on the rationale and importance of I-Fix. Appointment of I-Fix Project Leader. Agree on project plan and timelines. Input details of hotel into the website. STEP 1: INITIAL DATA COLLECTION Print audit forms. Establish benchmark for the audits. Conduct audits of 33% of the total hotel rooms or 80 rooms, whichever is higher. Input collected audit data into the toolkit. STEP 2: SWAT Analyse results from the initial data collection. Brainstorm on possible root causes of the top 67% of defects. Determine solutions to address the root causes; considering the manpower, methods, tools, time and cost required for each action. Eliminate the determined defects in all guest rooms by SWAT team. STEP 4: MAINTENANCE Review and upgrade existing Preventive Maintenance Programme to incorporate actions taken by SWAT team. Continuous and effective Preventive Maintenance Programme. Conduct 30 room audits each month. STEP 3: CONFIRMATION DATA COLLECTION Conduct audits of 33% of the total hotel rooms or 80 rooms, whichever is higher. Input collected audit data into the toolkit. Confirm SWAT actions eliminated 67% of defects as planned.

8. 8 © InterContinental Hotels Group 2007 What Next? I-Fix is intended to be a one-time effort and improvement, after which Preventive Maintenance work will sustain it Hotels managed by IHG are now being asked to budget and implement a new Engineering System – ESCAP (Engineering Systems Computer Aided Programme) After I-Fix, a hotel must have a preventive maintenance programme that is: –Optimum –Executed well and at recommended frequencies –Refined with I-Fix findings.

9. 9 © InterContinental Hotels Group 2007 The buttons are arranged in sequence here, starting from Hotel Setup all the way to Maintenance

10. 10 © InterContinental Hotels Group 2007 Step 1 - Click here to start setting up Rooms for audit Step 2 - Click here to start setting up the Currency to be used throughout this application Click the Back button (at the bottom right hand side of the screen) to go back to the Main menu.

11. 11 © InterContinental Hotels Group 2007 Indicate the Floor number and Room number(s) and click Add button to add to the list below Rooms are categorized by the floors they are located on  1. Room Setup Click the Back button (at the bottom right hand side of the screen) to go back to the Hotel Setup main menu.

12. 12 © InterContinental Hotels Group 2007 Select the currency from the drop-down list and click Update to save into the system  2. Currency Setup Click the Back button (at the bottom right hand side of the screen) to go back to the Hotel Setup main menu.

13. 13 © InterContinental Hotels Group 2007 After setting up Room and Currency, next stage is to do Initial Data Collection (Stage 2)

14. 14 © InterContinental Hotels Group 2007 Step 1 - Click here to print out the room checklist(s) Step 2 - Click here to start to enter the data for each room checklist Step 3 - Click here to analyze the impact of data entered for the checklist Click the Back button (at the bottom right hand side of the screen) to go back to the Main Menu.

15. 15 © InterContinental Hotels Group 2007 a. This option prints out only 1 copy of the checklist (recommended for slow network connection) b. This option prints out all checklists (will take a much longer time for the output) Click the Back button (at the bottom right hand side of the screen) to go back to the Initial Data Collection menu.  1. Print Checklist

16. 16 © InterContinental Hotels Group 2007  1. Print Checklist  a. Print Room List Room numbers are categorized into different floors. There will be a checklist following this room list that can be printed out and used for auditing when visiting the rooms individually Choose the printer attached to your computer and start printing in paper form This is a pop up window. Close it by clicking on the in the top right hand corner

17. 17 © InterContinental Hotels Group 2007 Hotel Name, Room number and textbox for input of Audit Date Questions are categorized into specific sections Built-in weights to each attribute to incorporate guests’ perception of importance  1. Print Checklist  b. Print All Checklists This is a pop up window. Close it by clicking on the in the top right hand corner. Choose the printer attached to your computer and start printing in paper form.

18. 18 © InterContinental Hotels Group 2007 Legend to explain the differences in the font colour of the Room numbers Click on each room number’s hyperlink to go into the room’s checklist and input the opinion to each question  2. Input Completed Checklist Click the Back button (at the bottom right hand side of the screen) to go back to the previous menu.

19. 19 © InterContinental Hotels Group 2007 Room number that was selected in previous screen Input the opinion to each question by ticking the corresponding checkboxes Click “Submit & Do Next Audit” button to save this data input and proceed to the next checklist audit  2. Input Completed Checklist Click “Submit” button to save this data input

20. 20 © InterContinental Hotels Group 2007 Click on either Up or Down to move items in/out of the SWAT list. System re-calculates the cumulative percentage. Submit to SWAT View graph Click here to transfer more items to SWAT. I-Fix Score, Average Score and Target Out of the defects shown here, those with cumulative % not more than 67% will be considered under SWAT. Items with lighter shading correspond to the significant few, contributing the most to guest perceptions – accounting at a minimum for 67% of total points lost  3. Data Analysis & Summary View original ranking of all defects. Click the Back button (at the bottom right hand side of the screen) to go back to the Initial Data Collection menu.

21. 21 © InterContinental Hotels Group 2007 67% red target line  3. Data Analysis & Summary  Graph This is a pop up window. Close it by clicking on the in the top right hand corner.

22. 22 © InterContinental Hotels Group 2007 This list shows all the defects, ranked from most significant to least. This screen view allows user to isolate possible additional items that can be added “manually” to the list of SWAT items (beyond the minumum number pre-selected that accounts for 67% of total) – including the “easy picks”  3. Data Analysis & Summary  View Original Ranking This is a pop up window. Close it by clicking on the in the top right hand corner.

23. 23 © InterContinental Hotels Group 2007 After the Initial Data Collection stage, next stage is to perform SWAT (Stage 3)

24. 24 © InterContinental Hotels Group 2007 Step 1 - Click here to start SWAT costing process Step 2 - Click here to start to input the actions and methods to fix the defects Step 3 – Click here to view a system-recommended schedule for the actual SWAT work Step 4 – Click here to start actual SWAT auditing Click the Back button (at the bottom right hand side of the screen) to go back to the Main Menu.

25. 25 © InterContinental Hotels Group 2007 Input the Cause and Solution for each defect and also the estimated amount of time to fix and cost to fix  1. SWAT Costing Click the Back button (at the bottom right hand side of the screen) to go back to the SWAT menu.

26. 26 © InterContinental Hotels Group 2007 Max. Time allocated for each room (in minutes) and also the Currency used for the fix Click on either Up or Down to move the item. "Cumulative Effective time to fix per room (mins)” and “Cumulative Effective Cost to fix per room" will be re-calculated at each move Click here to confirm the SWAT costing Click here to go back to the Input page to edit  1. SWAT Costing Click the Back button (at the bottom right hand side of the screen) to go back to the SWAT menu.

27. 27 © InterContinental Hotels Group 2007 Input the estimated frequency, amount of time to fix, method, tools, additional tips, and sequence of each SWAT work. Click here to pop up a SWAT Work detail window and print out on paper.  2. SWAT Work

28. 28 © InterContinental Hotels Group 2007 Detailed schedule grouped by weeks. Edit link to add/remove room numbers to a particular week. Click on this link to view the rooms that were not scheduled for any week.  3. SWAT Schedule Recommendations by the system on the estimated effort needed. Click here to print out the detailed room list Schedule.

29. 29 © InterContinental Hotels Group 2007 Check or un-check any boxes to include and/or exclude for that week Scroll down and click Add button to add the room(s) to the list for that week.  3. SWAT Schedule This is a pop up window. Close it by clicking on the in the top right hand corner. Click the Edit link to add/remove room numbers to a particular week

30. 30 © InterContinental Hotels Group 2007 Step 3 - Click here to compare SWAT (before and after) on a weekly basis Step 2 - Click here to input checklist based on a particular week Step 1 - Click here to print out the checklist(s) based on a particular week Auditing 5% of the SWATed rooms allows monitoring the quality of the ongoing SWAT work  4. SWAT Audit Click the Back button (at the bottom right hand side of the screen) to go back to the SWAT menu.

31. 31 © InterContinental Hotels Group 2007 Click here to select a particular week a. This option prints out only 1 copy of the checklist (recommended for slow network connection) b. This option prints out all checklists (will take a much longer time for the output)  4. SWAT Audit  1. Print Checklist Click the Back button (at the bottom right hand side of the screen) to go back to the SWAT Audit menu.

32. 32 © InterContinental Hotels Group 2007 Click here to enter the room number and date of audit List of Room numbers to audit for that week Checklist  4. SWAT Audit  1. Print Checklist  a. Print Room List The checklist will only show those items that need to be fixed (that is, items that have been submitted to SWAT). Choose the printer attached to your computer and start printing in paper form. This is a pop up window. Close it by clicking on the in the top right hand corner.

33. 33 © InterContinental Hotels Group 2007 Hotel name and Room number already indicated here. Click here to enter the date of audit Checklist  4. SWAT Audit  1. Print Checklist  b. Print All Checklists The checklist will only show items that need to be fixed (that is, items that have been submitted to SWAT). Choose the printer attached to your computer and start printing in paper form. This is a pop up window. Close it by clicking on the in the top right hand corner.

34. 34 © InterContinental Hotels Group 2007 Legend to explain the differences in the font colour of the Room numbers Click on each room number’s hyperlink to go into the room’s checklist and input the opinion to each question  4. SWAT Audit  2. Input Completed Checklist Click the Back button (at the bottom right hand side of the screen) to go back to the SWAT Audit menu.

35. 35 © InterContinental Hotels Group 2007 Room number that was selected earlier Input the opinion to each question by ticking the corresponding checkboxes Click “Submit & Do Next Audit” button to save this data input and proceed to the next checklist audit  4. SWAT Audit  2. Input Completed Checklist Click the Back button (at the bottom right hand side of the screen) to go back to the SWAT Audit menu.

36. 36 © InterContinental Hotels Group 2007 Reset the week’s auditInitial Audit results Displays Scores per week basis in comparison with the initial audit’s scores for each defect.  4. SWAT Audit  3. Audit Comparison Click the Back button (at the bottom right hand side of the screen) to go back to the SWAT Audit menu.

37. 37 © InterContinental Hotels Group 2007 After SWAT, the next stage to go will be to confirm all the data collected (Stage 4)

38. 38 © InterContinental Hotels Group 2007 Step 1 - Click here to print checklist(s) Step 2 - Click here to input checklist(s) Step 3 – Click here to view results Click the Back button (at the bottom right hand side of the screen) to go back to the Main Menu.

39. 39 © InterContinental Hotels Group 2007 Step 1a - This option prints out only 1 copy of the checklist (recommended for slow network connection) Step 1b - This option prints out all checklists (will take a much longer time for the output)  1. Print Checklist Click the Back button (at the bottom right hand side of the screen) to go back to the Confirmation Data Collection Menu.

40. 40 © InterContinental Hotels Group 2007 List of Room numbers audited for a particular week Checklist  1. Print Checklist  a. Print Room List Choose the printer attached to your computer and start printing in paper form. This is a pop up window. Close it by clicking on the in the top right hand corner.

41. 41 © InterContinental Hotels Group 2007 Hotel name and Room number already indicated here. Click here to enter the date of audit Checklist  1. Print Checklist  b. Print All Checklists Choose the printer attached to your computer and start printing in paper form. This is a pop up window. Close it by clicking on the in the top right hand corner.

42. 42 © InterContinental Hotels Group 2007 Legend to explain the differences in the font colour of the Room numbers Click on each room number’s hyperlink to go into the room’s checklist and input the opinion to each question  2. Input Completed Checklist Click the Back button (at the bottom right hand side of the screen) to go back to the Confirmation Data Collection menu.

43. 43 © InterContinental Hotels Group 2007 Room number that was selected earlier Input the opinion to each question by ticking the corresponding checkboxes  2. Input Completed Checklist Click “Submit” button to save this data input Click the Back button (at the bottom right hand side of the screen) to go back to the previous menu.

44. 44 © InterContinental Hotels Group 2007 Initial Score and Confirmation Score comparison.  3. Results Click the Back button (at the bottom right hand side of the screen) to go back to the Report Menu.

45. 45 © InterContinental Hotels Group 2007 Last stage

46. 46 © InterContinental Hotels Group 2007 Step 1 - Click here to print checklist(s) Step 2 - Click here to input checklist(s) Step 3 – Click here to view report Click the Back button (at the bottom right hand side of the screen) to go back to the Main Menu.

47. 47 © InterContinental Hotels Group 2007 Step 1a - This option prints out only 1 copy of the checklist (recommended for slow network connection) Step 1b - This option prints out all checklists (will take a much longer time for the output) Click here to select a particular Audit month and year  1. Print Checklist Click the Back button (at the bottom right hand side of the screen) to go back to the Maintenance Menu.

48. 48 © InterContinental Hotels Group 2007 Click here to enter the room number and date of audit List of Room numbers audited for that week Checklist  1. Print Checklist  a. Print Room List Choose the printer attached to your computer and start printing in paper form. This is a pop up window. Close it by clicking on the in the top right hand corner.

49. 49 © InterContinental Hotels Group 2007 Hotel name and Room number already indicated here. Click here to enter the date of audit Checklist  1. Print Checklist  b. Print All Checklists Choose the printer attached to your computer and start printing in paper form. This is a pop up window. Close it by clicking on the in the top right hand corner.

50. 50 © InterContinental Hotels Group 2007 Legend to explain the differences in the font colour of the Room numbers Click on each room number’s hyperlink to go into the room’s checklist and input the opinion to each question Select the Audit month and year  2. Input Completed Checklist Click the Back button (at the bottom right hand side of the screen) to go back to the Maintenance menu.

51. 51 © InterContinental Hotels Group 2007 Room number and Audit Month and Year that was selected earlier Input the opinion to each question by ticking the corresponding checkboxes  2. Input Completed Checklist Click “Submit” button to save this data input Click the Back button (at the bottom right hand side of the screen) to go back to the previous menu.

52. 52 © InterContinental Hotels Group 2007 Step 3a – Click to view Trend Report Step 3b - Click to download Monthly detailed report into Excel format  3. Report Click the Back button (at the bottom right hand side of the screen) to go back to the Maintenance Menu.

53. 53 © InterContinental Hotels Group 2007 Bar chart showing monthly I-Fix score. Bar chart showing monthly “Condition of Furniture, Carpet, etc.” GSTS score Bar chart showing monthly “Maintenance of Guest Room” GSTS score  3. Report  a. Trend Report Click the Back button (at the bottom right hand side of the screen) to go back to the Report Menu.

54. 54 © InterContinental Hotels Group 2007 The report will show the total scores and the defect scores of the items in the checklist, following the confirmation data collection and the on-going monthly audits. The user can either open the Excel file directly or save the file before opening. This column shows the total score of all the defects listed across each month/ year from Column C onwards.  3. Report  b. Monthly Detailed Report