QAQC Unit worked towards improving its process of recording and
analysing observations made during the audit of residential and commercial units, prior to the handing over of the units upon obtaining Temporary Occupation Permit (T.O.P.).

Previous Process
The previous process involved writing down observations on five-form sets (unit floor plans categorised into floor, wall, ceiling, M&E and others), followed by keying in of the data using off-the-shelf (Microsoft Office) software, and finally generating statistics by sorting and processing the data using the same software. 

Areas of Inefficiency
There were limitations in recording observations manually on five-form sets. Input and transmittal of data to the various parties involved was time-consuming. Recording of defects on elevation was difficult and descriptions of observations were inconsistent. As it was time consuming to generate the analysis, briefings to contractors were done late.

New Process
As there were no existing systems in the market that could cater to its requirements, QAQC Unit developed a first-of-its-kind system, EASY (Electronic Auditing System), using touch-screen technology that resolved the limitations of the manual system. EASY has templates that show precise locations for indication of defects. A standard list of defect descriptions conveys precise information leaving no room for misinterpretation. EASY also includes a feature for generating useful statistics instantly to measure the performance of our quality assurance process and the contractor's standards of workmanship. Repetitive defects are identified early so that similar defects can be minimised at other phases of the same project or at other projects.
  
Results Achieved
This improvement has brought many benefits. Apart from savings in time and cost, it also facilitates the tracking of the progress of rectification works.

EASY also enables QAQC to better understand customers' expectations of our products by generating analyses of customers' feedback obtained from the Owner Inspection Forms, in which purchasers note their comments upon taking over their units.

EASY is jointly developed by QAQC Unit and Buildfolio, a Far East Organization investee company.

Far East Hospitality Division sought to achieve efficiency and cost effectiveness in its Hotel Reservations process. Below is a summary of the improved Hotel Central Reservations process -

Previous Process
Reservations were made directly to the respective hotels

Areas of Inefficiency
Current inefficiencies are identified in the areas of Manpower Management, Cross Selling, Customer Experience, Support System, and Yielding

New Process
The centralisation of the Reservations functions allows synergies to be achieved through the pooling of resources. Appropriate technologies and hardware were also applied to complement the implementation.

Measurement
By continuously monitoring the various key statistics, the new workflow was fine tuned to further exploit the benefits of the implementation.

Results Achieved
Ability to deploy quality staff, focus on cross selling, maintain single customer contact point, close monitoring and standardisation in reservations and service quality, implementation of appropriate hardware and achieving cost effectiveness. 

The team from the Rooms Division Department sought to provide a Better Breakfast Experience for hotel guests.

Previous Process
Guests were provided with breakfast vouchers with valid dates upon check-in and were briefed on their usage by hotel staff.

Areas of Inefficiency
This inefficient workflow involved the tedious preparation and printing of the paper vouchers. There was duplication of verification work at multiple points including front desk, breakfast outlet and accounts department. The process was not user-friendly as guests were required to present correctly dated vouchers at the breakfast outlet. Misplaced vouchers had to be replaced constantly and caused inconvenience to guests and hotel staff.

New Process
As there was no readily available system in the market, the Rooms Division Department worked with its supplier to design and manufacture a prototype that would meet all its needs - record consumption, print reports for proper documentation and payment process.

The new system involves using guests' keycard to track the consumption of breakfast. The need for physical breakfast vouchers is thus eliminated as the keycard effectively acts as a form of identification and verification. The readapted key card reader converts data for easy accountability, adhering to audit and control guidelines. Many man hours are saved to allow staff to concentrate on more value added duties.

Results Achieved
The new process resulted in productivity improvements and cost savings. The team also achieved its objective of delighting hotel guests, staff, and the outsourced breakfast operator. This easily replicable system can be readily implemented in other Far East hotels and serviced residences.