IMPACT OF PROBLEM SOLVING TECHNIQUE ON PERFORMANCE OF TRANSCORP HILTON HOTEL ABUJA NIGERIA

ABSTRACT

Problem solving technique is a veritable tool for today’s management to utilize for optimal result. This research work used the Impact of Problem Solving Technique on Performance of Transcorp Hilton Hotel Abuja, Nigeria as it investigates on skills in problem solving on customer satisfaction, evaluate whether there is a significant relationship between decision making styles on employee satisfaction, ascertain the usefulness of brainstorming guide on net profit margin and To assess employees assertiveness and self confidence in achieving profit via problem solving technique. The population size of the organization under study was 320 after the use of a statistical tool called Taro Yamane was used to determine the sample size and questionnaire prepared and administered. The first hypotheses indicates that Skill and Customer satisfaction were positively and significantly related (x2=17.96**> x2 Tab=9.487). This means if the Skill is effective, it will have a great impact on Customer Satisfaction. Hence, we reject the null hypothesis and accepted the alternate which state that “Skill have significance on customer satisfaction in Transcorp Hilton Hotel Abuja, Nigeria” the second hypotheses indicate that Decision Making styles and Employee satisfaction were positively and significantly related (x2=15.78**> x2 Tab=9.487), This means if decision making is effective, it will have a great impact on Employee satisfaction. Hence, we reject the null hypothesis and accepted the alternate which state that “There is a significant relationship between decision making style of problem solving and employees  satisfaction at Transcorp Hilton Hotel Abuja, Nigeria”,   the third hypotheses indicate that there is a correlation   between Brainstorming Guide aids return on Investment as they were related (r=0.551**, p<0.000). This shows that Brainstorming can contribute or  aid Transcorp Hilton Hotel Abuja, Nigeria’s return on investment. Hence, we reject the null hypothesis and accepted the alternate which state that ‘Brainstorming guide in problem solving does aids return on investment of Transcorp Hilton Hotel Abuja, Nigeria and   the last hypotheses show that there is a tie Correlation between Assertiveness/Self confidence and Profitability as they were  related (r=0.614**, p<0.000). Hence, we reject the null hypothesis and accepted the alternate which state that ‘Assertiveness and self confidence in problem solving impact positively on the profitability of Transcorp Hilton  Hotel  Abuja,  Nigeria.  The  research  findings  which  show  that  problem  solving technique skills impact on  customer satisfaction in  the  organization, there is  significant relationship between decision making styles of problem solving and employees satisfaction, brainstorming guide in problem solving does aids return on investment and Assertiveness and self confidence in problem solving does impact positively on the profitability. The following recommendation put was put forth, that Transcorp Hilton Hotel Abuja, Nigeria and other hospitality firms must imbibe the spirit of research in their decision making. The use of haphazard method of decision should be totally disallowed and problem solving technique must be adopted, furthermore, the success of any firms largely depends on their workforce. There should be proper human resource and personnel management efforts. The workers of the firm must be adequately motivated and remunerated to build enhanced performance. Finally, there should be care and precaution in the application of problem solving technique because of the quantitative analysis that may be involved. A little mistake in the improper utilization of these techniques can lead to organizational failure.

CHAPTER ONE

INTRODUCTION

1.1     Background of the Study

Problem solving is a constant feature of life, in individual(s), team(s)/group(s) and organization(s) etc. According to Armstrong (2012:495), who opine problem solving as the process of analysis and understanding a problem, diagnosing its causes and deciding on solution that solves the problem and prevents it being repeated. We will often have to react to problems as they arise in our homes and work places, but as far as possible a proactive approach is desirable, involving anticipating potential problem(s) and dealing with them in advance by taking preventive actions using the normal approach to problem solving steps, which requires logical creative thinking; such a logical approach is desirable but is not always easy because the situations where problems have to be solved are often messier with conflicting evidence(s), lack of data, political and emotional issues affecting those involved. In the event where it is possible to apply neat logical sequential methods, the principles of getting and analyzing what information is available, considering alternative solutions and making the best choice based on the evidence, and analysis of the context and an assessment of the possible consequences, remain the same. However, the purpose and reasons for problem

solving technique is to ensure that if properly analyzed, such a mistake does not repeat again. Drucker (1995) cited in Armstrong (2012), points out that when trying to understand, the root causes of a problem you may have to start with an opinion based on events and facts. He assert that opinions are perfectly good starting point as long as they are brought out into the open at once and tested against reality and subjected to hypothesis test analytically. Collaborating Follett’s (1924), law of the situation cited in Armstrong (2012) states that fact and event should rule in the end. According to Armstrong (2012:494), to improve problem solving technique skills is necessary to improve your analytical abilities, be creative, be simplistic and focus on implementation. He postulated twelve (12) steps of problem solving technique to include

1.       Define the situation

2.       Specify objectives

3.       Develop hypotheses

4.       Get the facts

5.       Analyze the facts

6.       Identify possible course of action

7.       Evaluate alternatives courses of action

8.       Weigh and decide

9.       Decide on the objective.

10.     Adopt a “means-end” approach where appropriate.

11.     Plan implementation and

12.     Implement

The bottom line is that there is no problem but only opportunity in other words one should apply positive thinking to problem solving to change such issues to opportunities. Armstrong (2012:328), assert that the aim of performance, but which performance? Its scope is sometimes perceived as only extending to individuals and  their  managers.  This  is  often  described  as  a  “performance  management system” however while it may be assumed that using performance management process  to  improve  individual performance  will  inevitably  improve  team  and organizational   performance   this   cannot   be   left   to   chance.   Performance management should be applied to examine the organizations. Shield (2007:21) observed that: individuals result flow into group results, which in turn contribute to organization-wide results, but he also pointed out that collective behavior both arises from and shapes individual behavior. In this study, they are clearly interconnected, organizational performance practices will be considered in line with the topic of the study, which sees the organization as an entity. As Gheorghe and Huck (2007:19) cited in Armstrong (2012:328), noted, “Actively manager performance is simply running entire business as one entity. It’s a continuous cycle of planning, executing, measuring results and planning the next actions. In the context of a larger strategic initiative, that means of continuous improvements. The aim  of  managing  organizational  performance  is  to  increase  organizational

capability for the capacity of an organization to function effectively. Armstrong (2012:328), it is about the ability of an organization to guarantee high levels of performance,   achieve   its   purpose   (sustained   competitive   advantage   in   a commercial business),  deliver  results  and,  importantly meet  the  needs  of  the stakeholders. It is concerned with the organization as a system and in line with the belief expressed by Coens and Jenkins (2012) cited in Armstrong (2012:328), that to focus on the overall “system” of the organization yields better results than trying to get individual employee to improve their performance.

Transcorp Hilton Hotel Abuja is a 670 room, 5star Hotel that provides luxury accommodation; Exotic cuisine fully equipped meeting rooms and leisure facilities to  business  travelers  and  tourists  from  all  over  the  world.  It  is  a  global multinational corporation (MNC). However like  all other MNC’s has  its  own problems which borders on equal employment opportunities, reward management, job satisfaction and stakeholder satisfaction.

1.2     Statement of the Problem

Asika, (2004:162) has significantly pointed out one major phenomenon that becomes a driving force in the Nigerian hospitality industry, as their inability to effectively utilize problem solving techniques in their managerial decision making. To him, the use of orthodox or judgmental approaches in addressing problems in

an organization is becoming out-phased especially in many hotels mainly because of environmental forces and their unreliability.

In addition, many well known hotels in the Nigerian hospitality industry have complained severally on delay in time of decision which frequently occurs as a result of poor decision making techniques or bureaucracy. This sometimes to them, may eventually lead to the firms not finally making a progressive and enhancing decisions’.

Furthermore, in recent times, it has not been ascertained whether the techniques of problem solving is suitably effective for our management system.   This  is so because many firms, especially those who are not highly developed or big enough usually fail to get these techniques approach very well.

It is in the light of the above problems that the researcher seeks to determine the impact of problem solving technique on the  performance of  Transcorp Hilton Hotel.  Thus, this research will assess the adequacy and continuous use problem solving techniques, despites its setbacks of time wasting, lack of motivation of qualified experts and misrepresentation.

1.3     Objectives of the Study

The main objectives of this study would be to investigate the impact of problem solving techniques on organizational performance of Transcorp Hilton Hotel Abuja in the following specific area, viz:

1        To examine the impact of skills in problem solving on customer satisfaction.

2        To evaluate whether there is  a significant relationship between decision making styles on employee satisfaction.

3        To ascertain the usefulness of brainstorming as a guide on net profit margin.

4        To assess employees assertiveness and self confidence in achieving profit via problem solving techniques.

1.4     Research Questions

The researcher’s effort seeks to beam the search light on the following research questions.

1.       To  what  extent  does  skill  in  problem  solving  impact  on  customer satisfaction?

2.       What is the relationship between decision making styles in problem solving and employee satisfaction?

3.       How does the use of brainstorming guide in problem solving impact on net profit margin?

4.       Do employees assertiveness and self confidence in problem solving impact on the industry’s profitability?

1.5     Research Hypotheses

This study is geared towards testing the following alternate hypotheses for the purpose of this research work.

1.       Skills in problem solving have impact on customer satisfaction

2.       There is a significant relationship between decision making style in problem solving and employees satisfaction.

3.       Brainstorming guide in problem solving does aid net profit margin.

4.       Employee assertiveness and self confidence in problem solving positively impact on industry’s profitability.

1.6    Significance of the Study

This research and the finding will be of immense benefits to the various categories of employees, stakeholders, tourists, Nigerian Institute of Tourism Development Agency (NITDA) Federal Government of Nigeria and other multinational companies, for various purpose because Transcorp Hilton Hotel Abuja is a global brand member of Hilton International (H) Hotels and a family member of TRANSCORP HOTELS PLC as well as Hotel Owners association Academia and Researchers.

1.7      Limitations of the Study

In the course of the study the following limitations were encountered viz;

1.       Dearth of data nature of the owners and the organizations global spread.

2.       The   level   of   knowledge,   educational   development   experience   and understanding of majority of the target respond on the organizational with respect to responding to questionnaires both oral and written.

3.       Limitation in data collection and analysis may affect conclusion.

1.8      Scope and Delimitation of Study

The scope of the study is limited to the impact of problem solving technique on performance of Transcorp Hilton Hotel Abuja only. The questionnaire copies were limited to the selected top management staff, middle management staff and functional (supervisors only).

1.9     Conceptual Definition of Terms

Problem Solving Technique

Problem solving technique is a higher order cognitive process that requires the modulation and control of more routine or fundamental skill.

Hotel: Hotel is an establishment providing accommodation, meals and other services for travelers and tourists, by night.

Tourism: Tourism is a collection of activities, services and industries that deliver a travel experience including transportation, accommodations, eating and drinking establishments, retail shops, entertainment, business, activity, facilities and other hospitality services provided for individual or groups travelling away from home.

Employee: An employee is an individual who works part time or full time on a contract of  employment whether  written  or  oral,  express  or  implies,  and  has recognized right and duties.

Performance Management:  Performance management is the continuous process of identifying, measuring and developing the performance of individuals and teams and also aligning their performance with the organizations goals.

Reward Management: Reward management is the process of formulation and implementation  of  strategies  and  policies  that  aim  to  reward  people  fairly, equitably and constantly in accordance with their values to the organization.  It is an act of giving back as compensation, for what should have been done better originally. In Hilton International, it is a package called, make it right (MIR), for guest related cases and as incentive/promotion and recognition to team related cases.

HI stands for Hilton International

HH stands for Hilton Honors. This is Hilton hotels loyalty program for guests whereby benefits are given in conjunction with international airlines who partner in the frequent flyer program whereby the guest can double dip for Hilton Honors (HH) points and Airline miles only (AMO).

KAIZEN is a practice of continuous improvement. It was originally introduced by Masaaki Imai, Japanese and today Kaizen is recognized worldwide as an important pillar of an organization’s long term competitive strategy based on certain guiding principles:

i.     Good processes bring good result ii.     Speak with Data, manage by fact.

iii.     Go see for our self to grasp the current situation iv.     Kaizen is everybody business.

v.     Work as a team. Talk action to contain and correct root causes of problems. vi.     Talk action to contain and correct root causes of problems.

MIR stands for Make it right, a tool kit for service recovery within the Hilton

Hotels worldwide.

SALT stands for satisfaction and loyalty tracking which is  the survey system utilized by Hilton Hotels Corporation to determine how our guests feel about their stays at our hotels. It allows guests to provide feedback on various aspects of their experiences from reservations, check-in, and arrival to check-out and departure, in house experiences up to enjoying our services and facilities to settlement of bills.

REVINATE is an online reviewing page which helps hotels improve the guest experience pre-, during and post stay with mobile and desktop solution.

TRIP ADVISOR is an unbiased online hotel reviews, photos and travel advice for hotels and vacations (comparing prices and facilities).

QA stands for quality assurance, is a means of preventing mistakes or defects and avoiding problems reoccurring in service/solutions delivery to guests. It is like a corrective measure and consists of monitoring procedures used to ensure quality.

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