Business Intelligence on CloudA case study

for the Hospitality Industry

06/11/14

Who we are, what we do

Chain of hotels spread across US, Europe, Asia

Growth through acquisitions of properties

Highly volatile market depending upon customer behavior

High uncertainty in inventory utilization

Several ancillary services contribute towards margins

REVIEW Your ObjectivesPerformance MeasuresBusiness Initiatives

Identify Gaps & Take Corrective Action

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Our Strategy

ENHANCE Customer ExperienceService Efficiency Productivity

Strengthen your loyalty Base

Our Strategy

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OPTIMIZE CostsMINIMIZE Wastage

ACHIEVE Growth TargetsINCREASE Profitability

IMPROVE Operational EfficiencyIMPLEMENT Robust ProcessesHIGH QUALITY ProcessesPROJECT Monitoring SystemsMAXIMISE Productivity

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Our Strategy

EMPOWER our PeopleHIGH Performance Work CultureENCOURAGE InnovationCREATE Excellent Leaders

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Our Strategy

The Problem

Properties spread across multiple locations Disparate systems at each location

Depending upon age and technology maturity

Existing solution only able to provide one-wayanalysis of past data

No feedback loop for analytics on the feld Actions based on analytics required at each location

Only static dashboards without interactivity

The Bigger Problem

Customer satisfaction depends upon highlyunstructured data

Too many factors to measure- More than 150 Critical KPI’s (per Hotel) in the MIS- Cascades to many more sub-elements

No easy way to consolidate and analyzeunstructured data

No simple way to draw inferences

The Solution

Balanced Scorecard Strategy Uniform, consolidated view of performance across

the chain

Business Intelligence on the Cloud Near real-time analytics available on the feld

Big Data to handle unstructured data Elastic, horizontally scalable data warehouse

Smart interactive visualization Enables normal operational staff to draw actionable

inferences

The Result

5X improvement in Customer Satisfaction index acrossthe chain

Ability to react to Customer Preference trends in nearreal time

High level of user adoption at the feld

Low Capital infusion & High ROI on software due toelastic infrastructure on the cloud

COVENARK®

Demonstration

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The Need for Critical Information is NOW!

By everyone at:

The Operational LevelAt Other Hotel Units/Branches

The Planning TeamThe Purchase Team

The Renovation TeamThe Corporate Offce

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The Need for Critical Information is NOW!

At my Finger TipsOn my mobileOn the Cloud

Using Big Data

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Q & A

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ENHANCING THE CUSTOMER PREFERENCE PROFILE

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PERSONA

• Individuals – Nationality , Industry Segment• Corporate - Industry Segment, Size, • Airline - Which Airline, Which Country• Family - Nationality, Community, Language• Group - Cultural, Heritage, Sport, Religious,

Healthcare• Government – Country, Department, Function

ROOM PREFERNCE

Room Attributes, for Room Type Suite, Double, Twin etc:

• Sea Facing• City Facing• Pool View• Higher Floor• Lower Floor• Smoking/Non Smoking• Ladies Room• Verandah

CUISINE

Additional Attributes, for Breakfast, Lunch Dinner, Supperetc.:

• Indian – Cuisine By State or Region -> Menu items• Pan Asian – Cuisine By Country -> • Chinese – Cusine by Region ->• French – Pastry, Soups, Desserts ->• Italian – Pizza, Pasta, Dolce, Salads ->• Japanese – Sushi, Sashimi, Tempura etc• Fusion – Regional Combinations• Nouvelle -• Thai

Beverage

Additional Attributes, for Beverages

• Wine – Red, White, Rose – Region?• Spirit – Whiskey, Vodka, Rum, Gin, Region?.......

………………The list is just never ending!!

THE BIG DATA PERFORMANCE MONITORING

FRAMEWORK

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Seven Simple Steps!

Step 1 - Articulate your Strategic Direction

& Give Clarity to your Mission Objectives.

Step 2 - Actionable & Measurable Objectives.

Step 3 - Defne each Measure, assign ownership & align them toObjectives.

Differentiate between Lead and Lag Measures.

Step 4 - Cascade &Defne the sub-elements with Formulae, to the ‘nthlevel’.

Step 5 - Assign Linkages & Identify Sources of the data for theseMeasures

Step 6 - Apply BIG DATA MAGIC!

Step 7 - Regularly Review and Monitor your business performance.

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Aligning People, Processes & Projects to your Business Strategy

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mPOWER your Business!