GUÍA PARA TRABAJO AUTÓNOMO PREVIO

UNIDAD I: JERARQUÍA Y CARACTERÍSTICAS DE LOS PROCESOS

TI: Trabajo individual

El objetivo del presente trabajo es reforzar en los estudiantes la: capacidad para
evaluar propuestas de diseños y rediseños, tendientes a la mejora de procesos y
productos, para asegurar la reducción de sus costos, incremento de los beneficios para
el cliente, la productividad y la rentabilidad de la empresa

1. CASO DE ESTUDIO: “Dos hoteles muy distintos”

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Source: Shutterstock.com/Anna Subbotina

Formule 1
Hotels are high-contact operations – they are staff- intensive and have to cope with
a range of customers, each with a variety of needs and expectations. So, how can a
highly successful chain of affordable hotels avoid the crippling costs of high customer
contact? Formule 1, a subsidiary of the French Accor group, manage to offer
outstanding value by adopting two principles not always associated with hotel
operations – standardization and an innovative use of technology.

Formule 1 hotels are usually located close to the roads, junctions and cities which
make them visible and accessible to prospective customers. The hotels themselves
are made from state-of-the-art volumetric prefabrications. The prefabricated units
are arranged in various configurations to suit the characteristics of each individual
site. All rooms are nine square metres in area, and are designed to be attractive,
functional, comfortable and soundproof. Most important, they are designed to be
easy to clean and maintain. All have the same fittings, including a double bed, an
additional bunk-type bed, a wash basin, a storage area, a working table with seat, a
wardrobe and a television set. The reception of a Formule 1 hotel is staffed only from
6.30 am to 10.00 am and from 5.00 pm to 10.00 pm. Outside these times an
automatic machine sells rooms to credit card users, provides access to the hotel,
dispenses a security code for the room and even prints a receipt.

Technology is also evident in the washrooms. Showers and toilets are automatically
cleaned after each use by using nozzles and heating elements to spray the room
with a disinfectant solution and dry it before it is used again. To keep things even
simpler, Formule 1 hotels do not include a restaurant as they are usually located
near existing ones. However, a continental breakfast is available, usually between
6.30 am and 10.00 am, and of course on a ‘self-service’ basis!

Anantara Bangkok Riverside Resort & Spa

In Sanskrit the word means ‘without end’, and Anantara really does evoke, as its
publicity states, the freedom, movement and harmony that are the spirit of the
‘Anantara experience’. The Anantara Bangkok Riverside Resort and Spa, which is a
member of the exclusive ‘Small Luxury Hotels of the World’, is to be found luxuriating
in 11 acres of tropical gardens beside the Chao Phraya River just 3 kilometres from
the centre of Bangkok. Its concept is about providing guests with laid-back luxury,
sensitive service, with an experience of local culture. The resort’s owners say that it
draws its strength from the rich cultural traditions, historic heritage and natural
beauty of its destination; every customer experience being a ‘unique voyage of
discovery and inspiration that is distinctly Anantara’.

It employs over 550 staff and has 407 spacious rooms and suites decorated in a
Thai style making use of colourful Thai silks, hardwood floors and fine furniture. All
rooms have internet access, TVs and DVD players with iPod docks and private
balconies that have spectacular views over the city, garden or river. The hotel’s ten
restaurants and bars serve local, international and fusion cuisines. The outdoor
tropical pool and Jacuzzi provide areas for enjoyment and relaxation. Should any
guests want to venture outside the luxury, the hotel also offers river cruises in
converted rice barges, supervised activities for children, and Thai cooking classes.
A frequent complimentary boat service takes guests to the Sky Train and the heart
of the city. An alternative to city centre shopping is provided in the mall adjacent to
the hotel.

2. PREGUNTAS

1. Realice una comparación entre los dos hoteles en términos de:

a. Volumen de operaciones
b. Variedad de servicios ofrecidos
 c. Variación de la demanda
d. Visibilidad de las operaciones (interacción con los clientes)
2. Basado en su comparación del punto uno y sus conocimientos adquiridos en
cursos previos ¿Cuál de los dos hoteles se esperaría que tenga los menores
costos unitarios y por qué? Argumente su respuesta.

3. INSTRUCCIONES DE PRESENTACIÓN

 El trabajo debe ser realizado de forma individual y tener claramente identificados

los nombres y apellidos del estudiante, así como su número de matrícula.
 El informe debe ser realizado en español en un documento de Microsoft Word
(no pdf), donde consten las respuestas a las preguntas de la sección N° 2. Cada
respuesta debe tener su respectiva justificación / explicación.
 Se recomienda no incluir el texto del caso de estudio en su informe
 El trabajo deberá ser cargado en la SidWeb hasta el día: martes 17 de octubre
del 2017 a las 07:00am. Se requiere presentación impresa en el día señalado,
durante la clase.
 Nota: La calificación se afectará por plagio, impuntualidad en la entrega, falta de
presentación en clase, y entrega de trabajo incompleto.