What do Oberoi Hotels do that would make Dr Deming smile?
There was only one place I wanted to stay when I visited Agra in 2010 to take in the majestic Taj Mahal. Memory fails me on how I first discovered the hotel that would make the visit beyond special. From that visit to the Taj Mahal and staying at the Oberoi Amarvilas with views of the Taj Mahal, I always planned a return visit with my family, which finally happened this year, knowing my daughter would be able to appreciate it now at age 12.
Link to TripAdvisor Review:
Apart from the magic of the Taj Mahal, the staff, service and ambience at the Oberoi Amarvilas always stayed with me over the years. Yet one experience I had was more prominent in my mind about the hotel.
Appreciate the contribution of the system
The policy of not tipping individual staff and providing an aggregated gratuity in an envelope at the end of the stay to be shared with all staff. I was glad to see this continued, and did also experience this at another hotel we stayed at during this trip.
Let’s consider this one aspect of the Oberoi Amarvilas through the lens of Dr Deming’s System Of Profound Knowledge.
The service provided by any staff member relies on the team. Whilst a specific staff member might provide direct service to guests, they are enabled through the system and other staff performing their roles. Each has a contribution, regardless of which staff member is interacting with the guests. Appreciation for the system abounds here, as does acknowledging the impact of psychology by recognising the contributions of all.
More on the system
The processes and quality of service provided are influenced by the system 94-95% of the time. The impact individuals have is 5-6%. The system consists of the teamwork, how staff are trained, consistent processes, improvement based on customer feedback, supporting functions and much more. Selecting and training the staff to provide world-class service is part of the system, not down to the individuals, although there will be some contribution at this level, most likely filtered during the selection and training process.
The Oberoi management appear to have worked hard to reduce variation in service quality and understand the importance of providing training through the Oberoi Centre of Learning and Development. Every member of the staff demonstrated the same care and consideration, regardless of their function.
Do Oberoi Hotels do more of Deming?
I could only skim the surface based on my visits to Oberoi Amarvilas, would enjoy having the opportunity to learn more about how delivery of Oberoi’s world-class service might align to more of Dr Deming’s principles (that’s not a pitch for free stays, although I wouldn’t turn down the opportunity for shared learning and improvement).
