How Krishna is saving Thousands of Hours in Maintenance of Guest Houses
Contents
Mr. Krishna Shivhare is maintaining guest houses of an IT Major in India for more than 15 years. Earlier he has invested 12 years in maintaining buildings & hotels across Singapore and UAE. Krishna is responsible for 79 guest houses built across Hyderabad, Gurgaon, Chennai, Bangalore, Mumbai, and Pune.
Krishna is tech-savvy, he has led the team in automating the booking of meeting rooms for their Bangalore Guesthouse – Bhagirathi in 2018.
For the past few years, Krishna was facing challenges to keep their guests and employees unhappy. Guests Complaints were often raised for:
- Improper housekeeping,
- Breakdowns of Air-conditions, lockers.
Root cause analysis for Maintenance Complaints
9:30 AM, 23rd June 2021 – Krishna has called a zoom meeting with his regional heads – Abdul Khan, David, Bhosle, and Narayana. They are brainstorming to find the root cause of the increasing complaints and remedy
Krishna “Ok Guys, Tell your key concerns.”
Abdul Khan waited only for 30 seconds to give others a chance to tell first.
Khan. “In last 6 months, more than 30 housekeeping complaints in Mumbai Guesthouses have been raised. This is creating a bad experience for our employees and visiting clients.”
Narayana “My team is stressed due to loads of complaints, maintenance jobs. Air conditioning system has stopped twice for more than 40 minutes in May.”
David “The CMMS system taken in Jan this year has not given any successful implementation. We are still reactive, using paper checklists and logbooks.”
Krishna “Hmm.. Same old bug!! These concerns are faced by us for the last many years, only the frequency keeps increasing with time and load.
After waiting for 10 seconds. “The solution is to have a proactive approach and for this, we need an FM System.”
Bhosle ” The FM system – that works. Which our housekeepers and technicians can use. Easy to use and start within a week.” [Bhosle jumped into the discussion]
Krishna [while opening the discussion board] “Let’s list down what we want in the system.”
Khan “Well !! list has come quite good. [After thinking a few seconds], Narayana on last Friday’s lunch, you were telling me about Kai.. KaiZen that your friend has been using. I remember that has many features like mobile checklists, with inventory, housekeeping, ppm & complaint.”
David [ interrupting Khan] “Kaizen that I also have seen using the Numero Uno Corporate Park, the technicians and housekeepers were using it with ease.”
Narayana “System is good and practically successful CAFM system, my friend Ramalinga was telling.”
Krishna “Narayana – Call Kaizen team and have a demo”
Improvements Observed
After a demonstration by Kaizen – Factech Team , Krishna’s team initially started at the Bhagirithi guesthouse. The output was exciting with phase-wise digital transformation.
Next month Krishna started Kaizen FM platform at 10 more sites. By end of September 2021, all 79 guest houses were digitized.
Key advantages observed in Digital Transformation are:
- Paperless operations
- 30% Time saved as task flows automatically
- Data-driven decisions are now habitual with customized dashboards.
- Delighted customers: Number of complaints logged reduced by 50%
- Happy Employees with automation and ease of operations
Moving to Prescriptive Maintenance
Busy restrooms were further automated with Smart Washroom solution where jobs were created automatically from the system. Odor, Soap dispenser, footfall, paper dispenser were loaded with IoT sensors which generate a work order in Kaizen directly. Kaizen then notify the designated staff.
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Useful References
How to get started with Housekeeping E-Checklist in Guest House
How to perform maintenance or housekeeping activity in Technician App?