Accorhotels Case Study
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TABLE OF CONTENTTable of Content………………………………………………………………………………….1Introduction………………………………………………………………………………4History…………………………………………………………………………….4Case Study………………………………………………………………………..5Business Scope……………………………………………………………………6Economy Brands……………………………………………………………..6Midscale Brands……………………………………………………………..6Upscale Brands………………………………………………………………7Luxury Brands………………………………………………………………8Service Strategy………………………………………………………………………….9Perspective……………………………………………………………………….9Mission……………………………………………………………………….9Vision…………………………………………………………………………9Value…………………………………………………………………………10Directions……………………………………………………………………10Position Risk…………………………………………………………………….10Contract Risk……………………………………………………………….10Design Risk………………………………………………………………….11Operational Risk……………………………………………………………12Plan………………………………………………………………………………12Defining the Market………………………………………………………12Development Offer………………………………………………………….13Strategic Assets……………………………………………………………….13Pattern…………………………………………………………………………..14Work Procedures……………………………………………………………14Technology…………………………………………………………………..143. Service Design…………………………………………………………………………..153.1 Service Catalog………………………………………………………………….153.1.1 Wi-Fi…………………………………………………………………….153.1.2 Hotel ID card ……………………………………………………………163.1.3 Backup and Recovery System………………………………………….173.1.4 Hotel Website……………………………………………………………173.1.5 Room Service……………………………………………………………173.1.6 Check-in System…………………………………………………………183.2 SLA (Service Level Agreement)……………………………………………….18
3.2.1 Availability of the System………………………………………………183.2.2 System Performance……………………………………………………203.3.3 Capacity Management …………………………………………………213.3.4 Availability Management………………………………………………223.3.5 Information Security Management……………………………………223.3.6 Supplier Management………………………………………………….234. Service Transition………………………………………………………………………244.1 Value and Goal4.1.1 The capacity to adjust rapidly to new prerequisites …………………244.1.2 The achievement rate of change and release for the association ……244.1.3 The forecasts of administration levels and guarantees for new and changed administrations……………………………………………………….244.1.4 Confidence in the level of consistence with the association during change……………………………………………………………………………244.2 Phase of Service Transition…………………………………………………….244.2.1 Knowledge Management……………………………………………….244.2.2 Change Management……………………………………………………264.2.3 Release and Deployment Management………………………………..284.2.4 Service Assets and Configuration Management………………………304.2.5 Service Validation and Testing…………………………………………315. Service Operation……………………………………………………………………….335.1 Purpose of Service Operation …………………………………………………335.1.1 Scalability……………………………………………………………… 335.1.2 Improved Quality……………………………………………………… 335.1.3 Return the investment………………………………………………… 335.2 Phase of Service Operation……………………………… ……………………335.2.1 Request fulfillment …………………………………………………….335.2.2 Incident management …………………………………………………34