Group operations tech enablement and productivity analysis

• Client Description: A leading Indian hotel chain
• Opportunity: The client had recently entered the home renting space in leisure markets such as Goa, where guests can rent the entire house or apartment for a few days at a very nominal cost. The client wanted to assess and improve the productivity of the ground operations team with the help of technology.

• Maximum span of the ground operations staff based on which resource planning can be done for their growth projections
• Utilization and productivity levels of the ground operations team
• Time spent on different activities and initiatives to enhance efficiency by reducing redundancies
• Ways to redefine the roles of the ground operations team to increase the ‘wow’ factor for customers 

• In-depth interviews with the client’s central team and ground operations personnel to understand the end-to-end process, map their daily activities, ascertain the average time spent on various activities and identify gaps in the process and data flow
• In-depth interviews with the operations and technology teams to ideate on the technology solutions that could maximize span as well as increase the ‘wow’ factor for customers 
• Developed an exhaustive list of tasks performed by the ground staff and designed a QR code-based  solution to capture the time-stamp, location and activity code for each activity 
• Categorized the activities carried out by the ground staff into three: (i) productive, (ii) non-productive but essential and (iii) non-productive and non-essential
• Extensive workshops with the ground staff teams across high, medium and low performers to map the time distribution across various activities

Key Insights / Outcomes

• Developed a framework based on 5 levers - customer wow, offloading non-essential tasks, internal benchmarking, eliminating tasks and tech interventions - to enhance the maximum span without compromising on customer delight.