2.Based on your analysis, do you think the problem is the new computer system or

Question

2.Based on your analysis, do you think the problem is the new computer system or something else?

ore: ts an adjusthent heeded? Total 85 Case: Scharadin Hotels Scharadin Hotels is a national hotel chain started in hotel bill is left under the guest's door in the early morning 1957 by Milo Scharadin. What started as one upscale hours and, if all is in order, does not require any additional hotel in New York City turned into a highly reputable action on the guest's part. Express checkout is a service national hotel chain. Today, Scharadin Hotels serveswelcomed by busy travelers who are free to depart the over 100 locations and is recognized for its customer hotel at their convenience. However, the increased num- service and quality. Scharadin Hotels are typically ber of billing errors began creating unnecessary delays located in large metropolitan areas close to convention and frustration for the guests who unexpectedly needed centers and centers of commerce. They cater to both to settle their bill with the front desk. The hotel staff often business and nonbusiness customers and offer a wide had to calm frustrated guests who were rushing to the air- array of services. Maintaining high customer service port and were aggravated that they were getting charged has been considered a priority for the hotel chain for items they had not purchased. Identifying the Source of the Problem A Problem with Quality The Scharadin Hotel in San Antonio, Texas, had recently Larraine Scharadin, Milo Scharadin's niece, had recently been experiencing a large number of guest complaints due been appointed to run the San Antonio hotel. A recent to billing errors. The complaints seemed to center around business school graduate, Larraine had grown up in guests disputing charges on their final hotel bill. Guest the hotel business. She was poised and confident and complaints ranged from extra charges, such as meals or understood services that were not purchased, to confusion for the for not hotel. When she became aware of the billing problem, charged at all. Most hotel guests use express check- she immediately called a staff meeting to uncover the the importance of high quality source of the problem. out on their day of departure. With express checkout, the

Explanation / Answer

The problem is with the people who are taking care of the billing. The system will not add extra dishes or add extra charges by mistake in the bill. The system can do this only if someone makes a change in the system and add new tabs which get automatically included in the system. This will result in the bills with incorrect values and there will be a difference in the total bill to be paid. I have faced this problem personally and this is because of the human error. You cannot teach a system to randomly add extra charges. It is either the person at the billing counter who is manually adding these charges or they have modified the system in such a way that they can add these extra when they are giving the invoice to the customers. If there is an issue with the system then the system should have maintained a constant irregularity in the billing process, it wouldn't have been so random.

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