Discussion Board Rubric: Grading Criteria Percentage Post explains issues, elaborates on all parts of the topic, and contributes to group understanding of topic 40% Multiple substantive responses reflecting participation are evenly spread throughout the discussion period - 2 or more per week - sharing opinions, observations, and experiences, asking questions and making suggestions 40% Comments are appropriately addressed, well written, timely, relevant and coherent displaying accurate spelling, grammar, and punctuation 20% Each assignment should be in APA format and include a reference page Label each assignment Example: Assignment 1, Project etc. Assignment 1 This assignment has 4 parts. 1. Collaboration in a business environment is a best practice that leverages the collective knowledge of the team that is assembled. Peer evaluation and support, provided in the spirit of continuous improvement and organizational success, result in higher quality deliverables than what are generally possible by the efforts of an individual. · Question 1: Describe the process that you plan to use to conduct research, identify findings, and develop the Comprehensive Project that is due in Unit 5. · Question 2: Present a preliminary outline that indicates how you intend to organize the project deliverable. Question 3. What are Pareto Charts? How and why are they used? How are they related to the Pareto Principle? Question 4. What are some examples of performance measurement systems and how do they support continuous improvement and quality initiatives? Assignment 2. Title: Execusive summary (Related to the Project ) 1. Write an executive summary of the Comprehensive Project An executive summary is a 1-page document that outlines the purpose, process, findings, discussion, and findings of a report that is submitted to management. Chief executive officers (CEOs) often read and assess executive summaries before deciding to read entire reports, so this must be a high-quality narrative that demonstrates the significance of the work that is being undertaken, the objectivity of research and analysis underpinning the report, and the credibility of the report. (Include a title page APA format and list any references in APA format) Assignment 3. Title: Quality culture (This assignment has 2 questions) 1.  what are the most important process improvement or quality initiatives to help businesses achieve and maintain competitive advantage in today’s technology-enabled global business environment? Why? 2. What are some examples of situations that present potential ethical and legal issues relative to continuous improvement and quality initiatives? How would you develop solutions to address those issues? PROJECT Requirements: 1. Title page 2. Abstract Page 3. Reference Page(s) 4. Appendices 7-10 pages in total with charts, excluding title page, abstract page, reference page(s), and appendices You are now ready to present a process improvement ...

1. Discussion Board Rubric:
Grading Criteria
Percentage
Post explains issues, elaborates on all parts of the topic, and
contributes to group understanding of topic
40%
Multiple substantive responses reflecting participation are
evenly spread throughout the discussion period - 2 or more per
week - sharing opinions, observations, and experiences, asking
questions and making suggestions
40%
Comments are appropriately addressed, well written, timely,
relevant and coherent displaying accurate spelling, grammar,
and punctuation
20%
Each assignment should be in APA format and include a
reference page
Label each assignment
Example: Assignment 1, Project etc.
Assignment 1
This assignment has 4 parts.
1. Collaboration in a business environment is a best practice
that leverages the collective knowledge of the team that is
assembled. Peer evaluation and support, provided in the spirit of
continuous improvement and organizational success, result in
higher quality deliverables than what are generally possible by
the efforts of an individual.
· Question 1: Describe the process that you plan to use to

2. conduct research, identify findings, and develop the
Comprehensive Project that is due in Unit 5.
· Question 2: Present a preliminary outline that indicates how
you intend to organize the project deliverable.
Question 3. What are Pareto Charts? How and why are they
used? How are they related to the Pareto Principle?
Question 4. What are some examples of performance
measurement systems and how do they support continuous
improvement and quality initiatives?
Assignment 2. Title: Execusive summary (Related to the Project
)
1. Write an executive summary of the Comprehensive Project
An executive summary is a 1-page document that outlines the
purpose, process, findings, discussion, and findings of a report
that is submitted to management. Chief executive officers
(CEOs) often read and assess executive summaries before
deciding to read entire reports, so this must be a high-quality
narrative that demonstrates the significance of the work that is
being undertaken, the objectivity of research and analysis
underpinning the report, and the credibility of the report.
(Include a title page APA format and list any references in APA
format)
Assignment 3. Title: Quality culture (This assignment has 2
questions)
1. what are the most important process improvement or quality
initiatives to help businesses achieve and maintain competitive
advantage in today’s technology-enabled global business
environment? Why?
2. What are some examples of situations that present potential
ethical and legal issues relative to continuous improvement and
quality initiatives? How would you develop solutions to address
those issues?

3. PROJECT
Requirements:
1. Title page
2. Abstract Page
3. Reference Page(s)
4. Appendices
7-10 pages in total with charts, excluding title page, abstract
page, reference page(s), and appendices
You are now ready to present a process improvement to hotel
management in the areas of focus (check-in,
Complete the following:
1. Using process mapping and reviewing the information in the
Project Hotel PDF, present the new processes for check-in and
checkout to management.
2. Pick 1 hotel offering and write a new process map for it.
Along with charts, give a detailed explanation of the new
process and where such improvement will benefit the hotel and
increase customer satisfaction. Be sure to include all costs,
resources, and management functions.
3. Using the data gathered for check-in and checkout under your
new process, present control charts that demonstrate the new
process performance to management.
4. Apply Six-Sigma quality standards and devise a plan for the
hotel to monitor and control future process performance.
5. Include 5–7 academic, peer-reviewed references that are
relevant to and that support the deliverable.
This assignment will be assessed using additional criteria
provided(see standard rubric word document
For assistance with your assignment, please use your text, Web
resources, and all course materials.
Grading Criteria
Percentage
Deliverable requirements addressed; understanding of material
and writer's message and intent are clear

4. 35%
Scholarly research which supports writer's position properly
acknowledged and cited direct quotations may not exceed 10%
of the word count of the body of the assignment deliverable
(excluded title page, abstract or table of contents if used, tables,
exhibits, appendices, and reference page(s). Inclusion of
plagiarized content will not be tolerated and may result in
adverse academic consequences.
20%
Critical thinking: position is well justified; logical flow;
examples
20%
Structure: Includes introduction and conclusion; proper
paragraph format and reads as a polished, academic paper or
professional presentation, as appropriate for the required
assignment deliverable
10%
Mechanical: No spelling, grammatical or punctuation errors
10%
APA: Deliverable is cited properly according to the APA
Publication Manual (6th ed.)
5%
Assignment Asset- Scenario
Hotel Escargo Mission Statement
Serve the business and pleasure traveler by making customer
satisfaction priority number one
through top quality service, amenities, comfortable

5. surroundings, and friendly employees.
Problem Statement
Upon the annual review of the Hotel Escargo chain, it was
discovered that there was room for
improvement with the check-in and check-out system
implemented by the Rooms Division
Department. In addition, there are many areas that the hotel can
improve to raise the overall quality
and customer satisfaction.
The current process used to check guests in and out of the hotel
is inefficient for both the customer
and the hotel, and a new process must be developed that
provides a convenient and efficient
experience for the customer, as well as one that makes the best
use of the hotel’s resources.
Industry Standards
The following are the process standards by which hotels can
gain valuable points and awards like the
“Roadster Four Diamond” or the “Touring Association Five
Platinum Star Award.”
Check-in procedure:
• Use the guest’s name at least three times.
• Look up to greet the guest and use the phrases “Good
morning/afternoon/evening.”
• Acknowledge guests waiting in the line.
• Ask for the guest’s name if not given.

6. • Retrieve reservation, check the room status, and retrieve
registration card.
• Ask for photo ID to verify reservation information.
• Present registration card to guest to verify that the information
is correct and ask the guest
to sign it.
Confirm the following:
• credit card
• departure date
• room category (bedding, smoking preference, view) and rate
Next:
• Inform a bell person.
• Change reservation status to in-house.
• Make and present the keys.
• Wish the guest an enjoyable stay.
Check-in process must be completed in 4 minutes or less.
Check-out procedure:
• Use the guest’s name at least three times.
• Look up to greet the guest and use the phrases “Good
morning/afternoon/evening.”
• Acknowledge guests waiting in line.
• Ask for the guest’s name if not given.
• Retrieve reservation, check guest’s account, and retrieve
information on credit card
expenses.

7. • Ask for photo ID to verify reservation information.
• Present the bill to the guest to verify that the information is
correct, and ask guest to sign for
confirmation.
Confirm the following:
• credit card
• departure time
Next:
• Inform a bell person.
• Change reservation status to checked-out.
• Inform Valet or Transportation manager.
• Wish the guest a safe trip.
Check out process must be performed in 2 minutes or less.
Current Procedures: Hotel Escargo Check-in Process
The check-in process starts when the hotel clerk at the front
desk verifies whether or not the
customer made a reservation. There are two ways to verify the
reservation: reference an ID
number OR verify a driver’s license or some other form of ID.
The guest retrieves a key or key card at the front desk. The
clerk notifies the bellman if the customer
needs help to his/her assigned room. In cases where the room is

8. unavailable due to cleaning or
otherwise, the clerk informs the guest of the situation and
determines if another equivalent room may
be assigned; otherwise, the guest waits. Once the guest is
informed that the room is available, the
clerk notifies the bellman as required to assist the guest to
his/her room. If there is no vacancy, the
clerk will contact another hotel as a good faith gesture.
Average Check in Time Hotel Escargo
The average check-in time was measured for guests at Hotel
Escargo on July 31 of this year, with
results as follows:
Guest Name Time in Seconds
Weinberg, J 250
Block, M 442
Roberts, T 161
Wolf, B 397
Nomery, S 274
Deloach, M 418
Roth, R 428
Kleven, J 456
Young, E 151
Hannah, C 490
Anthony, J 138
Stewart, J 152
Anderson, Y 154
Kalu, M 146
Smith, C 235
Hartigan, R 196

9. Usborne, N 292
Pratt, J 464
Harris, R 364
Ritsema, P 249
Prince, B 134
Venter, F 197
Wassenaar, B 415
Lennox, S 507
Jones, H 432
Harvey, H 427
Dean, J 137
Bradley, J 173
Ruggerio, H 160
Total 8439
Average Time 291.0
Average Time in Minutes 4 minutes and 51 seconds.
Average Check-out Time Hotel Escargo
The check-out time was recorded for guests on August 1 of this
year.
Guest Name Time in Seconds
O’Hara, K 228
Belk, D 233
Rodriguez, C 100
Yeh, F 261
Pantazi, R 188
Hussain, P 203
Cho, H 157
Peters, J 214

10. Roth, R 124
Kleven, J 274
Young, E 172
Hannah, C 143
Anthony, J 221
Stewart, J 187
Anderson, Y 228
Kalu, M 206
Smith, C 182
Hartigan, R 117
Usborne, N 226
Pratt, J 237
Harris, R 224
Weinberg, J 227
Block, M 128
Roberts, T 150
Wolf, B 245
Nomery, S 190
Deloach, M 260
Rosenberg, V 197
Block, M 188
Matheas, J 260
Blaum, T 131
Bloom, A 206
Total 6307
Average Time 197.1
Average Time in
Minutes 3 minutes and 17 seconds.
Current Procedure: Change request
The average time a guest must wait when requesting changes

11. (such as a
room move or change of room category) needs to be no longer
than six
minutes. If extra time was needed to find the right room, the
manager on
duty would explain the condition to the guest and immediately
find another
room. Excessive change requests present negative impacts on
all
departments within the organization and increase the time in
assigning a
customer to a room. The following are action items
implemented when a
change request is initiated:
1 Manager on duty has to request housekeeping to clean the
room
again.
2 Bell desk attendant removes all luggage from the old room
and takes
it to the new assigned room.
3 In the event that amenities were assigned, a staff member
must
move the amenities from the original assigned room to the new
room.
4 The front desk annotates the changes into the reservation
computer
network and issues a receipt to the customer.
The change request time was recorded for guests on July 31 of
this year.

12. Guest Name Time in Seconds
Rosenberg, V 560
Block, M 556
Matheas, J 629
Blaum, T 520
Allen, D 702
Cleveland, M 796
Paris, N 763
Sanclair, M 586
Weinberg, J 474
Block, M 616
Roberts, T 487
Wolf, B 393
Nomery, S 629
Deloach, M 732
Roth, R 584
Kleven, J 806
Young, E 720
Hannah, C 556
Anthony, J 799
Stewart, J 789
Anderson, Y 615
Kalu, M 472
Smith, C 400
Hartigan, R 723
Usborne, N 622
Pratt, J 707
Harris, R 554
Ritsema, P 729
Harvey, H 657
Dean, J 613
Bradley, J 566
Ruggerio, H 779
Total 20134
Average Time 629.2
Average Time in

13. Minutes
10 minutes and 29
seconds.
Other Hotel Escargo Services
Other services needing to be reviewed include the following:
• room service
• newspaper delivery
• automated teller machine (ATM)
• baggage storage
• beverage area
• complimentary concierge desk
• elevators
• gift shop
• laundry/valet service
• local area transportation
• lounge
• luggage hold
• multi-lingual staff
• news stand
• safety deposit box
• shoe shine stand
• tour desk
• audio/visual equipment rental
• business center
• express mail
• fax
• meeting rooms
• modem

14. • notary public
• photo copying service
• printer
• secretarial service
• video conferencing
• fitness room
• cribs