Professional Documents
Culture Documents
Work Design Case Study of TAJ HOTEL
Work Design Case Study of TAJ HOTEL
Work Design Case Study of TAJ HOTEL
Kanishka Bedi
Chapter 12
Work Design
Kanishka Bedi
two counts: one on the quantity of work done e.g. number of rooms cleaned in a
day by an employee and two on the promptness and quality of work performed in
certain type of tasks e.g. time taken a bell boy to respond to a call from a room
(stop-watch time study would be helpful in this regard to establish standard
times, which may form the basis of creating some benchmarks). The customer
feedback forms (if designed on SIT techniques explained in chapter 2) may
also help in gauging the quality aspect of services executed by employees. It
should be emphasised here that quality and quantity are intertwined in
productivity measurements of service tasks.
Kanishka Bedi
On the other hand, we find that in the manufacturing department workers are
involved in decision making, quality improvements, even materials management
etc. in the form of teams. This is made possible by automatic machines which run
themselves and operators may be involved in other activities for job enrichment.