The Resilient Enterprise or Hotel Management and Operations

The Resilient Enterprise: Overcoming Vulnerability for Competitive Advantage

Author: Yossi Sheffi

Gold Award Winner for Business and Economics in the 2005 ForeWord Magazine Book of the Year Awards

What happens when fire strikes the manufacturing plant of the sole supplier for the brake pressure valve used in every Toyota? When a hurricane shuts down production at a Unilever plant? When Dell and Apple chip manufacturers in Taiwan take weeks to recover from an earthquake? When the U.S. Pacific ports are shut down during the Christmas rush? When terrorists strike? In The Resilient Enterprise, Yossi Sheffi shows that companies' fortunes in the face of such business shocks depend more on choices made before the disruption than they do on actions taken in the midst of it--and that resilience benefits firms every day, disaster or no disaster. He shows how companies can build in flexibility throughout their supply chains, based on proven design principles and the right culture--balancing security, redundancy, and short-term profits. And he shows how investments in resilience and flexibility not only reduce risk but create a competitive advantage in the increasingly volatile marketplace.

Sheffi describes the way companies can increase security--reducing the likelihood of a disruption--with layered defenses, the tracking and analysis of “near-misses,” fast detection, and close collaboration with government agencies, trading partners, and even competitors. But the focus of the book is on resilience--the ability to bounce back from disruptions and disasters--by building in redundancy and flexibility. For example, standardization, modular design, and collaborative relationships with suppliers (and other stakeholders) can help create a robust supplychain. And a corporate culture of flexibility--with distributed decision making and communications at all levels--can create a resilient enterprise.

Sheffi provides tools for companies to reduce the vulnerability of the supply chain they live in. And along the way he tells the stories of dozens of enterprises, large and small, including Toyota, Nokia, General Motors, Zara, Land Rover, Chiquita, Aisin Seiki, Southwest Airlines, UPS, Johnson and Johnson, Intel, Amazon.com, the U.S. Navy, and others, from across the globe. Their successes, failures, preparations, and methods provide a rich set of lessons in preparing for and managing disruptions.

Additional material available at TheResilientEnterprise.com

Table of Contents:

Preface to the Paperback Edition     vii
Preface     ix
Acknowledgments     xi
When Things Go Wrong: Disruptions and Vulnerability     1
Big Lessons from Small Disruptions     3
Understanding Vulnerability     17
Anticipating Disruptions and Assessing Their Likelihood     35
Effects of Disruptions     57
Supply Chain Management-A Primer     75
Basic Supply Chain Management     77
Demand-Responsive Supply Chains     93
Reducing Vulnerability     113
Reducing the Likelihood of Intentional Disruptions     115
Collaboration for Security     137
Detecting Disruptions     155
Resilience through Redundancy     171
Building in Flexibility     181
Flexibility through Interchangeability     183
Postponement for Flexibility     195
Strategies for Flexible Supply     209
Customer Relations Management     225
Building a Culture of Flexibility     243
Resilience for Competitive Advantage     267
Moving Ahead     269
Notes     287
Index     317

Interesting textbook: The Diabetes Carbohydrate and Fat Gram Guide or The Ultimate Soup Bible

Hotel Management and Operations

Author: Denney G Rutherford

This Fourth Edition helps readers develop the wide-ranging knowledge and analytical skills they need to succeed in today’s burgeoning and dynamic hotel industry. This comprehensive volume encourages critical thinking by providing different points of view through contributions from sixty leading industry professionals and academics. Within a coherent theoretical structure, this updated edition enables readers to formulate their own ideas and solutions.

Booknews

Provides a broad range of research and commentary on issues in the management of modern hotel departments for students. Covers changes in the industry reflecting the economy, organizational design, interdepartmental conflict in hotels, food and beverages, entertainment, front office management, marketing, financial control, and managing human resources. Includes numerous examples and case histories. Annotation c. Book News, Inc., Portland, OR (booknews.com)

Table of Contents:

	Preface
	Acknowledgments
	Contributors
1	Overview
1	Remaking the Hospitality Industry	7
2	Lodging Consumers Will Remain Cost-Conscious, Even as Recovery Gains Momentum	18
2	Organization
1	Organizational Design	33
2	Toward a Theory of Interdepartmental Conflict in Hotels	46
3	The Cult of Ineffectiveness	51
3	General Managers: A View at the Top	57
1	A Conceptual Framework of the Hotel General Manager's Job	59
2	Job Satisfaction and Stress in Hotel Management Careers	67
4	Front Office Management
1	The Electrifying Job of the Front Office Manager	83
2	Checking the INs and OUTs of the Front Office	86
3	The Overbooking Question: A Simulation	93
4	Discounting in the Hotel Industry: A New Approach	99
5	Hotel Reservations: The Guest Contract	110
6	American Concierges Set Service Standards	115
7	Middle Managers: Facing the Communication Challenge	120
5	Housekeeping, Engineering, and Security
1	Housekeeping Organizations: Their History, Purpose, Structures, and Personnel	141
2	A Cost-Saving Approach to Housekeeping	153
3	The Hotel Engineering Function: Organization, People, and Issues in the Modern Era	156
4	The Evolution of the Hotel Engineer's Job	163
5	DeFacto Security Standards: Operators at Risk	170
6	Food and Beverage Division
1	Hotel Food and Beverage Organization and Management	191
2	Hotel Food and Beverage Departments Assume Higher Profile as They Adapt to the 1990s	198
3	Manager Burnout	211
4	Contemporary Hotel Catering	219
5	A Table for 5,000? Right This Way!	224
6	Utilizing Live Entertainment in Hotels, Restaurants, and Clubs	227
7	The Chef and Food Production Management	239
8	Room Service Revival	241
7	Marketing and Associated Activities	247
1	Marketing Your Hotel: Challenge of the 1990s	251
2	Marketing Practices of Hotel Chains	254
3	The Art and Science of Selling to Group Markets in Hotel Convention Sales	265
4	Hotel Salespersons: Enhancing Their Creativity and Efficiency	271
5	Boosting Your Bottom Line With Yield Management	278
6	Combining Hotel Promotions, Discount Packages, and Yield Management Systems: Make Sure It's Legal	287
7	How Consumers Choose Hotels	294
8	Hospitality Marketing: The Internal Approach	299
9	Hotel Pricing	305
10	Advertising Your Hotel's Position	310
11	Improving Interactions Between Meeting Planners and Hotel Employees	320
12	Selective Service: A Day in the Life of a Director of Convention Services	339
13	Putting the Public in Public Relations	343
8	Accounting, Financial, and Operational Control
1	The Hotel Controller Revisited	359
2	A New Breed of Controller?	369
3	Internal Auditing - More Than a Financial Review	372
4	Evolution of the Night Audit	378
5	Hotel Purchasing as a Control Function and Profit Generator	386
6	The Hotel Purchasing Function	388
7	Vital Guidelines for Property Management Systems (PMS) Selection	395
8	Tech Talk Back	399
9	The Management and Processes of Human Resources
1	The Challenges, Structure, and Management of Hotel Human Resources	405
2	Performance Appraisals: Making Them Fair and Making Them Work	415
3	Employee Commitment: Money in the Bank	426
4	Turnover: A Conceptual Model	433
5	Turnover and What to Do About It	439
	Index	449