Lean management as a method for improving selected processes at hotels
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Sztorc_Lean management as a method for improving_1.pdf (856.33 KB)
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Date
2020
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Institute of Economics, Polish Academy of Sciences
Abstract
The article discusses the recognition of lean management tools that are used to improve processes by hotel companies on the Polish market. The research problem was formulated in the form of the following questions: 1. What lean management tools are used to improve selected customer service processes in hotel enterprises? and 2. What are the reasons for using lean management tools in the process of guest service and service provision in hotels? Concerning the research questions posed, the article aimed to identify lean management tools enabling the improvement of processes related to guest service and the provision of services by hotel enterprises. In connection with the set goal, the method of reporting analysis and critical evaluation of the literature on the subject was used, as well as the presentation of the current state of knowledge in the field of the studied problem. The method of a diagnostic survey carried out using the survey technique CAWI (Computer Assisted Web Interview) was also used. The survey was carried out among 421 hotel representatives. The method of statistical analysis of the obtained data using the Statistica package was used to interpret the results. Research results indicate that hotels usually use lean management tools to increase efficiency, standardize the process of providing services, attract new guests, improve the quality of service, and the process of providing services. Hotels, depending on the category, use typical lean management tools to improve the implementation of these processes. The issues presented in the article are an attempt to fill the gap indicating practical experience related to the use of lean management tools in the hotel sector and present their usefulness in improving guest service processes and hotel services.
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Citation
Sztorc, M. (2020). Lean management as a method for improving selected processes at hotels. In A. Ujwary-Gil & M. Gancarczyk (Eds.), New Challenges in Economic Policy, Business, and Management (pp. 223-247). Warsaw: Institute of Economics, Polish Academy of Sciences.