Академический Документы
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Культура Документы
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Appendices
Appendix A : Declaration of interviewee
My name is ________________________. I have been working as a hotel engineer for a 5-star
hotel for more than________years. The hotel I am currently working for/ have worked for
is/was located in _______________(city) and have ___________(nos.) guestrooms
I agree to participate in this research and provide the information on a voluntary basis; and I am
not representing any hotel or organization. The information provided is from my own work
experiences.
The author of this research is Mark Chan Kam Wah.
The subject of the research is: Total Quality Management (TQM) in Hospitality
Industry: A study of the application of TQM in a hotel's engineering department
and its effects on hotel performance.
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Appendix B : Interview Questions
Roles and responsibilities of Engineering department.
1 In addition to the following duties, what other roles and responsibilities do you have to
perform in a hotel?
Preventive maintenance for building physical plants;
Work requests handling;
Enforcement of fire and life safety policies;
Energy conservation;
Control of maintenance expenses;
Promotion of community social responsibility (CSR);
Project management.
2 Do you think the hotel engineer is also a business manager and how?
Support to the hotel performance
3 How does the Engineering department support the overall hotel performance in terms of
quality management? For example, customer satisfaction, owners expectation and internal
customers needs. Could you link your duties to the hotel TQM performance?
4 Do you agree that a proper preventive maintenance is important and why?
5 Do you agree that quick response to guest requests is important for achieving customer
satisfaction and why?
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6 Do you review guests requests/complaints for continuous improvement?
7 Do you think crisis management is important and why?
8 Do you agree that controlling the expenses to meet the budget is important?
9 Do you think Going Green is the new way of doing business and how?
10 Do you think CSR is important to promote the brand image and how?
Quality methodology and tools
11 Do you think quality management is important for customer satisfaction and sustaining
competitive advantage?
12 Do you use/ have you used any quality framework to guide a hotel to achieve the quality
goals? For example, ISO 18001, EFQMetc
13 Do you think process mapping is important and how does it help you? What other quality
tools are you using in the Engineering department? For example, control chart, P&P, audit,
survey, IT technologyetc
14 Does IT technology important for engineering? How can IT technologies help you in the
daily operations? For example, work order process, preventive maintenance management,
building automationetc.
15 How do you deploy the strategies from the senior management?
16 Do you think continuous improvement is important for enhancing the performance?
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Performance measurement
17 Do you measure the performance of the engineering department? If yes, could you list the
different types of measurements and their criteria?
18 Do you benchmark the performances? For example, energy consumption, maintenance
expenses, work ordersetc.
Critical success factors
19 What critical success factors do you think are the top 5 most important factors supporting
your departmental performance and why?
20 Some researchers suggested that technicians with multiple-skills could improve the overall
quality and reduce the labor costs, do you agree and why?
Barriers
21 What factors are impacting the departmental performance negatively and how? For example,
over focusing on financial budget, ingrained attitude of staff, insufficient empowermentetc
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Appendix C: Interviewee information
No Interviewee
Experience
(Years as hotel
engineer)
Location of hotels
managed
(City)
Hotel size
( No of
Guestrooms)
Interview
arrangement
1 Mr. James Gao 15
(Regional Engineer
for China)
Individual
(Pilot)
2 Mr. Desmond Lau 20
Beijing, Shanghai,
Hangzhou
450-540
Individual
(Pilot)
3 Mr. X.M. Ma 20 Beijing 285-500 Individual
4 Mr. M.Z. Li 5 Beijing 745 Individual
5 Mr. Jack Li 20
Shanghai, Tianjin,
Beijing
155-1312 Group 1
6 Mr. Sun 5 Beijing 419 Group 1
7 Mr. Tom Zhang 15
Harbin, Dalian,
400-800 Group 1
8 Mr. C.Y. Choi 15
Hong Kong, Beijing,
Shenyang
400-600 Group 2
9 Mr. Winston Suen 5
(Regional Engineer for
China and Hong Kong)
Group 2
10 Mr. Raymond Ng 7 Hong Kong 465 Group 2
11 Mr. Ivan Cheung 13
(Regional Facility
Manager for China and
Hong Kong)
Group 2
12 Mr. Mark Li 6
Beijing, Chongqing,
Shenyang
340-450 Telephone
13 Mr. W.P. Wong 5 Hong Kong 495 E-mail
14 Mr. Adam Jin 19 Beijing 430 Telephone