ThereisafamoussayinginEnglish,“Ifitain’tbroke,don’tfixit”.Nonsense!Thistypeofthinkingisjustanexcuseforlaziness!Itisveryeasytobecomfortablewiththestatusquo,toalwaysdothingsthewaytheyhavebeendone.Whenthereisanobviousproblem,thenofcoursethispromptspeopletotakesomeactiontotrytorectifythesituation.However,whenthereisnoobviousproblem.Whenthingsseemtobeok–ifpeoplearen’tcomplaining,ifyou’renotlosingmoney,‘sseeifsometimesweshouldtryadifferentapproach.Whathappens,ifoccasionallyinplaceof“Ifitain’tbrokedon’tfixit”Weinsteadtakesomethingthatseemsgood,thatseemstobeworkingperfectlywell,andwepurposelybreakitapart…destroyit.Then,withacompletelycleanslate,wetrytorebuildsomethingbetterandtrulynew.Shatter!Rebuild!Thisisregeneration.AsIhavesaidmanytimesbeforeinthisopeningspeech,,starratingcriteria,brandstandards,andthedogmaofspecializedhotelschools.Iadmit,thiscanleadtocasesofexcellence,anditcanbealegitimateguideforabusiness.Buteverynowandthen,fortheindustrytoadvance….andbyadvance,Imeanforittomakearealleapforwardthroughtrueinnovationandpositivedisruption,weneedtolookateverythingaroundus,especiallythethingsthatain’,thedevelopmentandoperationofhotelscanbebrokendownintothousandsofwell-establishedprocesses.Periodically,weshouldidentifytheseprocesses,thesedistinctworkflowsandamputatethem,thenseehowwecouldradicallyestablishnewprocesses.Thekeythinghere,andthehardestthingtodo–isthefirststepofdestroyingsomethingthatseemstobeworkingok.Thisrequiresasomewhatatypicalbeliefsystemthatimprovementcanbemosteffectivelyachievednotbywastingyourtimetryingtofixyourweaknesses,butinsteadbyfocusingonmakingyourstrengthsstronger.Itisalsoimportanttobemindfulthatthebestideaforprocessre-engineeringmaynotcomefromyouorfromseniormanagementbutarewaitingtobeallowedtosproutattheoperationallevel.WaltDisneywasfamousforsaying,"Ifthejanitorhasagoodidea,Iwilluseit."Ourhousekeepers,ourfrontofficestaff,waiters,eveninterns,theycanbethesourcesofthebestideas.Whencomfortsetsinwithestablishedways,weshouldforceourselvestohavethecouragetogiveourstaffatcertaintimescompleteandrealfreedomtothrowawaytherulebook,theSOPsandtodothingsthewaytheythinktheyshouldbedone.Sohowmightthissomewhatbrutalconceptofregenerationthroughdestroyingsomethingthatworksandrebuildingbeappliedtoourindustry?Hereisafunexampletogetyourimaginationgoing。Alongestablishedsupposedcoreprincipleofourindustryhasalwaysbeen"customerservice".?Whatifinsteadoffocusingonservicingthecustomerweturnthisupsidedownandmakethecustomerserviceusinstead!Orinotherwords,howcouldwemakegainsinproductivityandefficiencybyimplementingstrategiesthatmakethecustomerdotheworkforus?Impossibleyoumightsay.CRAZY!Butifyouthinkaboutit,itisalreadyhappeninginsomeareasofhotels….thebreakfastbuffet…aclassicexampleofmakingthecustomerdoalargepartofthework!Whatelsecouldwedo?Housekeepingrequiressignificanthumanresources.Howcouldwegetgueststodosomeofthecleaningforus?Whatifwetrackedhowlongittookahousekeepertoservicearoomandwerewardtheguestwith,forexample,loyaltyprogrampointsiftheservicetimeisshort?Foodservice,alsoverylaborintensive…insteadofprovidingthistoguestscouldweinsteadgivethemtheoptionofcreatingtheirownmealsfromreadypreparedingredientsinareallyfunsocialspace?Whataboutentertainment–surewhyropeoffthepianointhelobbyorthebandequipmentinthebar…encouragegueststoplay!Checkincheckout,roomallocation,recreation,spas,bars,transportation,security,marketing,accounting,humanresources,maintenance–nothingshouldbeuntouchable.…Ibetthatifyoufreedyourmind,shatteredtheestablishedconceptsofhowallthesethingsaretypicallydone,youcouldcomeupwithmanyrevolutionaryideas.Overthenext2days,aswediveintoanumberofverydifferenttopics,taketheopportunitytohavefunchallengingestablishedbeliefslikethis.HavethemindsetIfitain’tbroken,fixitanyway!Thisisregeneration.。
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