#IHI The oatmeal chronicles continue, with the folks at the Marriott displaying impressive responsiveness to the process problems noted yesterday. As you can imagine, revamping things overnight for a crowd of 6,000 people is not easy.
We arrived at the food area this morning to find friendly people serving the oatmeal. You can't expect a hotel to replace all the bowls and serving utensils at the drop of a hat, so this was a successful fix for the time being.
A member of the management nabbed me and graciously thanked me for pointing out the problem yesterday. "That's the best way for us to improve," she noted. "Thank you." A very good attitude!
So, for my readers, what would you do next on this issue? Is this the optimum solution? Is there a way to fix the underlying problem that is not so labor intensive? What else would you consider, and how would you do it?
Something tells me that this is going to be a case study at the next hospitality association annual meeting!