The Accommodation Service Process Reengineering And Evaluating Based On The Intenet Of Things

In recent years, the development of our country's hotel industry has already had certain scale.It plays an important role in satisfying tourists' demand and promoting community economy. With the Globalization and quick development of technology, the rivalry between hotels turns fiercer, and it changes continuously to be the one which is based on time and customer. Besides, the trend of customer's personalization is intensifed further more and the segment market becomes smaller and smaller, so responding to customer's diverse demand actively and improving their satisfaction and hotel's service quality completely have become the inevitable trend for the modern hotels to enhance themselives' competitive abilities.As the focus question which is paid attention to in the area of business management nowadays, the theory of Business Process Reengineering(BPR) has already been applied to the process reengineering of manufacturing business broadly. Once this theory is used in hotel process reengineering, and reengineers the process of hotel's main service product, it can carry on an ground-breaking improvement on the efficiency,the quality of service and product and so forth. In BPR, the technique is the key factor for the process which is to make essential changes to reengineer successfully. So as a new technique, the evolution of the Internet of Things(IOT) can take new opportunity and challenge to hotel process reengineering. In the article, based on the theory of BPR, I first inquired into the theoretical basis of the accomodation service process reengineering and analyzed the fundamental theory and essential content of it. It could lay a theoretical basis for the analysis of the accomodation service process reengineering. Secondly, I analyzed the operating principle of the IOT, and pointed out the relationship between the IOT and the accomodation service process reengineering.Later on, I analyzed the accommodation service process. Firstly, I stated the characteristics of the accommodation service process, and pointed that the process reengineering based on the IOT must be implemented according to these characteristics. Secondly, from the standpoint of hotel supply chain, I made an analysis in detail on the existing accommodation service process. Through the diagnosis to the existing service process, I pointed out the problem and defect of it and sections which could be improved in it. Thirdly, based on the IOT, I reengineered and optimized the accommodation service process, with the aim to improve the quality and efficiency of service and the level of operating management. Then I evaluated the process before and after the reengineering through the Gray Relational Analysis to prove the conclusion of the article.In the empirical study, I selected the Dragon Hotel in Hangzhou as the object to research the accommodation process reengineering based on the IOT. In the case, I analyzed how the Dragon Hotel makes use of new technique to hit the purpose of promoting the service quality, customer's satisfaction and lead the development of Hangzhou's hotel industry.The main conclusions of the article are included in the following aspects:(1) As a newly arisen technique, the IOT can be used in hotel industry. That The IOT is applied to the the accomodation service process reengineering can promote the quality of hotel's service and product, raise customer's satisfaction and strengthen the competitive power of hotel.(2) The accomodation service process reengineering based on the IOT can reinforce the tracking and managing of flow of material. It can help the hotel to take action according to the control of information of goods and materials. At the same time, it can assure the quality of material in flow.(3) The accomodation service process reengineering based on the IOT can reinforce the management of customers and service staff. From the flow of customers, it can not only help hotel to get the data related to the business according to the tracking and managing of customers, but also subdivide flow of customers to ensure the quality of service. From the flow of service staff, by reducing the flow of staff in some service modules in the process, it lows the contact between customers and staff and ensure the efficiency and speed of service.(4) The accomodation service process reengineering based on the IOT can improve the flow of information greatly. In the collection of information, the information about customers can be gathered automatically through the use of techniques in the IOT. It can reduce the disturbance of artificial factors to ensure the accuracy and reliability of information. In the delivery of information, as the use of powerful WLAN and terminal units, the different departments of hotel and staff can communicate more fully. Consequently, staff can give response according to information to provide just-in-time service to customers.(5) The IOT as a double-edged sword can promote the performance of the accomodation service process. As it's a new technique, when it's used, the hotel should note a series of questions such as standardization, safety of privacy and cost ect.. The hotel should balance all related factors before making the reform instead of carrying out it blindly.