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Towards a framework for productivity management employed in a complex hospitality resort
Otto, E. R. 2025. Towards a Framework for Productivity Management Employed in a Complex Hospitality Resort. Unpublished doctoral dissertation. Stellenbosch: Stellenbosch University [online]. Available: https://scholar.sun.ac.za/items/618f891e-ff2b-4dc8-86be-f5468f5e77c1
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| Format: | Thesis |
| Language: | English |
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Stellenbosch : Stellenbosch University
2025
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| _version_ | 1867613901022035968 |
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| access_status_str | Open Access |
| author | Otto, Ebert Rowan |
| author2 | Kennon, Denzil |
| author_browse | Kennon, Denzil Otto, Ebert Rowan |
| author_facet | Kennon, Denzil Otto, Ebert Rowan |
| author_sort | Otto, Ebert Rowan |
| collection | Thesis |
| dc_rights_str_mv | Stellenbosch University |
| description | Otto, E. R. 2025. Towards a Framework for Productivity Management Employed in a Complex Hospitality Resort. Unpublished doctoral dissertation. Stellenbosch: Stellenbosch University [online]. Available: https://scholar.sun.ac.za/items/618f891e-ff2b-4dc8-86be-f5468f5e77c1 |
| format | Thesis |
| id | oai:scholar.sun.ac.za:10019.1/132519 |
| institution | Stellenbosch University (South Africa) |
| language | English |
| last_indexed | 2026-06-10T12:43:30.254Z |
| license_str | Other — see source repository |
| provenance_str_mv | Harvested via OAI-PMH from SUNScholar — Stellenbosch University Repository |
| publishDate | 2025 |
| publishDateRange | 2025 |
| publishDateSort | 2025 |
| publisher | Stellenbosch : Stellenbosch University |
| publisherStr | Stellenbosch : Stellenbosch University |
| record_format | dspace |
| source_str | SUNScholar — Stellenbosch University Repository |
| spelling | oai:scholar.sun.ac.za:10019.1/132519 Towards a framework for productivity management employed in a complex hospitality resort Otto, Ebert Rowan Kennon, Denzil Schutte, Corne Stellenbosch University. Faculty of Engineering. Dept. of Industrial Engineering. Hospitality industry -- Management -- South Africa Industrial productivity -- South Africa Resorts -- Management -- South Africa Service industries -- Quality control -- South Africa Total quality management in human services -- South Africa Employees -- Rating of -- South Africa UCTD Otto, E. R. 2025. Towards a Framework for Productivity Management Employed in a Complex Hospitality Resort. Unpublished doctoral dissertation. Stellenbosch: Stellenbosch University [online]. Available: https://scholar.sun.ac.za/items/618f891e-ff2b-4dc8-86be-f5468f5e77c1 Thesis (PhD)--Stellenbosch University, 2025. ENGLISH ABSTRACT: The tourism sector has become an increasingly important provider of sustainable jobs in a competitive marketplace. The hospitality resort, which consists of any combination of dependent or independent guest experiences such as accommodation, a spa, tours, restaurants and many more, within one geographical environment, is a remarkably complex environment within this service sector. The Resort environment is known for employing a diverse group of individuals, regarding skills and qualifications, undertaking a multitude of different roles. According to Oliver and Rust [1], the three dimensions of service quality comprises of Service Product, Service Delivery and the Service Environment. The resort environment challenges management to ensure consistency and continuous improvement (CI) within these three dimensions. As with any commercial environment, competition drives the need for excellence which is achieved through consistent and continuous improvement. Furthermore, the service environment is in a predicament whereby the reliance placed on humans to deliver such service excellence also allows and celebrates the inconsistencies often found in people and their different personalities. During an extensive literature review it is found that these complex environments have few practically applicable quality improvement methodologies to support management in this complex environment. The manufacturing environment on the contrary, has invested many resources in evolving CI methodologies over the last century, thereby offering an array of choices to ensure CI. These environments largely drive CI through automation, which aims to eliminate the human factor and the potential inconsistencies accompanying the human, which is not the case for most hospitality environments. In pursuit of a suitable CI methodology within this paper, requirements for such a system applicable to the resort environment is established. A review of academia identified and evaluated established methods. The findings proved that systems for the service environment, particularly aimed at complex resorts could not be found. This paper thus aims to develop a Total Productivity Management (TPMan) framework for application in the identified resort-type enterprise. The framework is built on the foundations of the Total Productivity Maintenance (TPM) methodology successfully applied in the manufacturing environment, which aims to prevent breakdown and stoppage through preventative maintenance planning. TPM builds eight pillars on 5S as a foundation. This project aims to adapt this methodology where equipment and maintenance in the TPM model are replaced with employees and management, respectively, to develop the TPMan framework. AFRIKAANSE OPSOMMING: Die toerismesektor het 'n toenemend belangrike bron van volhoubare werksgeleenthede in 'n mededingende mark geword. ‘n Gasvryheidsoord, wat bestaan uit enige kombinasie van afhanklike of onafhanklike gaste-ervarings soos verblyf, 'n spa, toere, restaurante en vele meer, binne een geografiese omgewing, is 'n merkwaardig komplekse omgewing binne hierdie dienstesektor. Die Oord-omgewing is bekend daarvoor dat hulle 'n diverse groep individue in diens neem met betrekking tot vaardighede en kwalifikasies wat 'n menigte verskillende rolle onderneem. Volgens Rust en Oliver [1] bestaan die drie dimensies van dienskwaliteit uit Diensproduk, Dienslewering en die Diensomgewing. Die oord-omgewing daag bestuur uit om konsekwentheid en deurlopende verbetering (DV) binne hierdie drie dimensies te verseker. Soos met enige kommersiële omgewings, dryf mededinging die behoefte aan uitnemendheid wat bereik word deur konsekwente en deurlopende verbetering. Die diensomgewing bevind hom verder in 'n penarie aangesien die vertroue in mense geplaas word om sulke diens uitnemendheid te lewer, ook die teenstrydighede wat dikwels in mense en hul verskillende persoonlikhede voorkom, toelaat en vier. Tydens 'n uitgebreide literatuurstudie word gevind dat hierdie komplekse omgewings min praktiese toepaslike kwaliteit verbeterings metodologieë het om bestuur in hierdie komplekse omgewing te ondersteun. Inteendeel, die vervaardigings omgewing het baie hulpbronne belê in die ontwikkeling van DVmetodologieë oor die afgelope millennium, wat 'n verskeidenheid keuses bied om DV te verseker. Hierdie omgewings dryf DV grootliks deur outomatisering, wat daarop gemik is om die menslike faktor en die potensiële teenstrydighede wat die mens vergesel uit te skakel, wat nie die geval is vir die meeste gasvryheid omgewings nie. In die navolging van 'n geskikte DVmetodologie binne hierdie verhandeling, word vereistes vir so 'n stelsel binne die oord omgewing vasgestel. 'n Oorsig van die akademie het gevestigde metodes geïdentifiseer en geëvalueer. Die bevindinge het bewys dat stelsels vir die diensomgewing, wat gerig is op komplekse oorde, nie gevind kon word nie. Hierdie verhandeling het dus ten doel om 'n Totale Produktiwiteit Bestuur (TPBest) raamwerk te ontwikkel vir toepassing in die geïdentifiseerde oord-tipe onderneming. Die raamwerk is gebou op die fondamente van die Totale Produktiwiteit Onderhoud (TPO) metodologie wat suksesvol in die vervaardigings omgewing toegepas is, wat daarop gemik is om onklaarraking en stilstand te voorkom deur voorkomende instandhoudings beplanning. TPO bou agt pilare op 5S as 'n fondament. Hierdie projek het die doel om hierdie metodologie aan te pas waar toerusting en instandhouding in die TPO-model sinoniem is met onderskeidelik werknemers en bestuur om die TPBest-raamwerk te ontwikkel. Doctoral 2025-06-10T11:49:43Z 2025-06-10T11:49:43Z 2025-03 Thesis https://scholar.sun.ac.za/handle/10019.1/132519 en Stellenbosch University 261 pages : illustrations application/pdf Stellenbosch : Stellenbosch University |
| spellingShingle | Hospitality industry -- Management -- South Africa Industrial productivity -- South Africa Resorts -- Management -- South Africa Service industries -- Quality control -- South Africa Total quality management in human services -- South Africa Employees -- Rating of -- South Africa UCTD Otto, Ebert Rowan Towards a framework for productivity management employed in a complex hospitality resort |
| title | Towards a framework for productivity management employed in a complex hospitality resort |
| title_full | Towards a framework for productivity management employed in a complex hospitality resort |
| title_fullStr | Towards a framework for productivity management employed in a complex hospitality resort |
| title_full_unstemmed | Towards a framework for productivity management employed in a complex hospitality resort |
| title_short | Towards a framework for productivity management employed in a complex hospitality resort |
| title_sort | towards a framework for productivity management employed in a complex hospitality resort |
| topic | Hospitality industry -- Management -- South Africa Industrial productivity -- South Africa Resorts -- Management -- South Africa Service industries -- Quality control -- South Africa Total quality management in human services -- South Africa Employees -- Rating of -- South Africa UCTD |
| url | https://scholar.sun.ac.za/handle/10019.1/132519 |
| work_keys_str_mv | AT ottoebertrowan towardsaframeworkforproductivitymanagementemployedinacomplexhospitalityresort |