Efficient Plant Nov./Dec 2019 - 30

department | on the floor

Based in Knoxville, Klaus
M. Blache is director of the
Reliability & Maintainability
Center at the Univ. of
Tennessee, and a research
professor in the College of
Engineering. Contact him at
kblache@utk.edu.

after the numberous dirty parts and tools that
were on the kitchen table.
When I entered my room at the end of the third
day, half of the kitchen floor was covered in water.
Housekeeping staff was nearby and they soaked
up the water with towels. Obviously, the maintenance fix was not the correct one.
On the third and fourth days, I observed and
heard housekeeping employees yelling at each other about work issues. They were not just speaking
loudly; they were literally yelling.
The third day, I'd left the room very early to get
to a distant meeting. I was getting a coffee to go
with two other hotel guests. The person setting up
breakfast was behind in her work and constantly
complaining aloud. The complaints were basically,
"This [expletive] thing doesn't work right!" and,
"I'm having problems with this equipment!"
The fourth day was essentially the same
breakfast experience. In addition, the oatmeal that

I was going to eat was not done and very soupy.
I pointed it out nicely and suggested more oat
flakes be added. She blamed it on the slow-heating
equipment, but I watched her add more oat flakes
about 15 minutes later as I was leaving.
One guest wanted to borrow a container. The
employee found one in storage, although it had
some dried food on it. She went back to clean it as
she stated, "They don't clean the dishes very good
here."
When I checked out, I was asked if my stay was
okay. I said not really, and that there were issues
on each day. The desk person replied that the
manager had been working on fixing many issues.
My thought was, if my experience was after some
improvements, things must have been rather grim.
There are lots of issues/lessons to be learned from
my second hotel stay that can apply to any organization. Go back through the article and underline
them. There are at least 11.

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30

| EFFICIENTPLANTMAG.COM

NOV/DEC 2019



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Efficient Plant Nov./Dec 2019

Table of Contents for the Digital Edition of Efficient Plant Nov./Dec 2019

Efficient Plant Nov./Dec 2019 - 1
Efficient Plant Nov./Dec 2019 - Cover1
Efficient Plant Nov./Dec 2019 - Cover2
Efficient Plant Nov./Dec 2019 - 1
Efficient Plant Nov./Dec 2019 - 2
Efficient Plant Nov./Dec 2019 - 3
Efficient Plant Nov./Dec 2019 - 4
Efficient Plant Nov./Dec 2019 - 5
Efficient Plant Nov./Dec 2019 - 6
Efficient Plant Nov./Dec 2019 - 7
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Efficient Plant Nov./Dec 2019 - Cover3
Efficient Plant Nov./Dec 2019 - Cover4
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