AGTAAGTA

QUALITY QUALITY ASSURANCE ASSURANCE PROGRAMPROGRAM

PROBLEMSPROBLEMS WITH CURRENT QUALITY WITH CURRENT QUALITY ASSURANCE PROGRAM:ASSURANCE PROGRAM:

Operations were inconsistent and inefficientOperations were inconsistent and inefficient– Response was inconsistent(Cities handling Response was inconsistent(Cities handling

issues differently)issues differently)– Response was slow due to messages and call Response was slow due to messages and call

backsbacks– Response was time consuming(Callbacks are Response was time consuming(Callbacks are

inefficient, local systems are inefficient, no inefficient, local systems are inefficient, no standardization)standardization)

PROBLEMS WITH CURRENT PROBLEMS WITH CURRENT QUALITY ASSURANCE PROGRAMQUALITY ASSURANCE PROGRAM

Difficult to manageDifficult to manage– Status of complaints was hard to trackStatus of complaints was hard to track– Company has no idea what complaints are Company has no idea what complaints are

out there and how wide spread they out there and how wide spread they are(Cities are not using a common system)are(Cities are not using a common system)

– Difficult to improve operations based on lack Difficult to improve operations based on lack of knowledgeof knowledge

PROBLEMS WITH CURRENT PROBLEMS WITH CURRENT QUALITY ASSURANCE PROGRAMQUALITY ASSURANCE PROGRAM

Did not seem to be a proactive approachDid not seem to be a proactive approach GM seemed out of touch with complaints(Did GM seemed out of touch with complaints(Did

not see them regularly)not see them regularly) Solved complaints, but not the causeSolved complaints, but not the cause Did not utilize multi city experienceDid not utilize multi city experience

WAYS COMPLAINTS COME IN TODAYWAYS COMPLAINTS COME IN TODAY

Customers call Customers call – Into the 1-888-888-6025 (Rez Central)Into the 1-888-888-6025 (Rez Central)– Customers call local office (Push QA option)Customers call local office (Push QA option)– Customers calls airports, PUC, DOT…Customers calls airports, PUC, DOT…– Hotel calls in the complaint, normally to Hotel calls in the complaint, normally to

local officelocal office Customer sends letter Customer sends letter

– to local officeto local office– to to corporatecorporate office office

Complaint comes in via wholesale accountsComplaint comes in via wholesale accounts

AFTER A SERIES OF MEETINGS AND AFTER A SERIES OF MEETINGS AND DISCUSSIONS, FOUR KEY FACTORS WERE DISCUSSIONS, FOUR KEY FACTORS WERE

IDENTIFIED TO ASSIST IN IMPROVING IDENTIFIED TO ASSIST IN IMPROVING OUR COMPLAINT RESOLUTION OUR COMPLAINT RESOLUTION

PROCEDURESPROCEDURES

Establish a centralized computer systemEstablish a centralized computer system

Establish better resolution expectationsEstablish better resolution expectations

Track and measure complaint typesTrack and measure complaint types Focus from the top downFocus from the top down

CENTRALIZED QA SYSTEMCENTRALIZED QA SYSTEM

Install and use the same complaint system at the city levelInstall and use the same complaint system at the city level– StandardizesStandardizes– ManagesManages– EfficientEfficient

Have all city complaint lines forwarded to a central customer service deskHave all city complaint lines forwarded to a central customer service desk– Standardizes systemStandardizes system– 24 hour availability24 hour availability– Consolidates complaintsConsolidates complaints– Measurement toolMeasurement tool– Gives ability to prioritize and address problemsGives ability to prioritize and address problems– All logged complaints can be seen by managementAll logged complaints can be seen by management

Log all letters into this systemLog all letters into this system

QA COMPLAINTS SYSTEMQA COMPLAINTS SYSTEM

COMPLAINTCOMPLAINT

Actions taken on this Complaint

Complaint Number

Reason for Complaint

REASONS FOR COMPLAINTSREASONS FOR COMPLAINTS

SCREEN OF COMPLETED SCREEN OF COMPLETED COMPLAINT THAT HAS BEEN COMPLAINT THAT HAS BEEN

CLOSEDCLOSED

ACTIONS TAKEN FOR COMPLAINTACTIONS TAKEN FOR COMPLAINT

Use to change status of complaint to “In Progress”

Use to add actions to the complaint

Item automatically added when complaint is started

Created automatically when complaint is made “In Progress”

Use to Complete the Complaint

Use to Re-open complaint when necessary

REPORTINGREPORTING

REPORTINGREPORTING

FOCUS FROM THE TOP DOWNFOCUS FROM THE TOP DOWN

Have GM’s review new complaints daily Print complaints daily Review each complaint with the QA

manager Provide direction on resolution Be fully engaged in the process

FOCUS FROM THE TOP DOWN

Corporate management of system Corporate office review open claims report-

All Cities Review the action taken on claims that exceed

the resolution expectation Call city general managers on complaints not

resolved timely Review trends with the G.M.

RESOLUTION EXPECTATIONSRESOLUTION EXPECTATIONS

Contact guest within 2 business daysContact guest within 2 business days Resolve complaint within 5 business daysResolve complaint within 5 business days