Boosting Hotel Operations: A Guide to CMS Solutions
Intro
In today’s fast-paced hospitality landscape, hotel management has evolved from a mere manual process to a high-tech endeavor that demands advanced tools to handle diverse operations. As hoteliers grapple with the challenges of meeting guest expectations while ensuring maximum efficiency, the role of a robust Content Management System (CMS) becomes increasingly vital. This article sheds light on the core principles surrounding the selection and implementation of a hotel-tailored CMS. It’s all about identifying the right functionalities, assessing various platforms, and understanding how these systems can ultimately enhance guest satisfaction and streamline daily operations.
With a multitude of options available in the market, how does one navigate this intricate terrain? Let’s unpack the key considerations that can empower hospitality professionals to make informed decisions, drive growth, and improve the overall guest experience.
Understanding Content Management Systems
In today’s fast-paced hotel industry, where personalization of service is paramount, understanding Content Management Systems (CMS) is more than just a technical necessity. It is an essential component for driving operational efficiency and enhancing the overall guest experience. A solid grasp of CMS not only helps hotel management streamline their operations but also empowers them to keep up with market trends and guest expectations.
The significance of a CMS lies fundamentally in how it centralizes content, giving various hotel departments quick access to real-time information. This can range from updating room availability to promoting special packages on the hotel's website. When equipped effectively with the right CMS, a hotel can adapt quickly to changing conditions, readily respond to customer requests, and ensure that every touchpoint in the guest’s journey is optimally managed.
Definition and Purpose
A Content Management System is essentially a software platform designed to facilitate the creation, management, and modification of digital content. In hotels, this means managing everything from marketing materials to booking systems, ensuring that each piece of content meets the needs of the hotel and its guests.
CMS enables hoteliers to maintain a dynamic online presence without requiring extensive technical know-how. They can easily publish promotions, update blogs, or create visually appealing landing pages while controlling the narrative around their brand.
Moreover, the purpose of a CMS in hospitality extends beyond mere content management. It acts as a hub that connects various systems, offering integration with tools that handle reservations, customer relationship management (CRM), or accounting. As a result, data flows seamlessly across departments, enabling hoteliers to make informed decisions based on comprehensive insights.
Evolution of CMS in Hospitality
The hospitality sector has seen an interesting evolution regarding Content Management Systems. Initially, these systems were primarily about digitizing traditional booking processes. Hotels used desktop-based systems that served basic administrative functions but often lacked the ability to adapt to market demands.
As technology progressed, CMS frameworks expanded. Now, they not only facilitate bookings but also integrate multifaceted solutions such as online marketing and customer data analytics. The emergence of cloud-based CMS platforms allowed hotels, regardless of size, to leverage sophisticated tools that were once only available to larger chains.
These advancements have also opened the floodgates for personalization in marketing efforts. Today’s hotel CMS can analyze user behaviors and preferences, enabling hoteliers to devise targeted marketing strategies that resonate with potential guests.
"A well-functioning CMS is like a well-oiled machine; it runs silently in the background, allowing all other aspects of the hotel to shine in front of guests.”
As we move further into a data-driven era, the role of CMS will continue to evolve, placing an even greater emphasis on artificial intelligence and machine learning. As these technologies become more integrated, hotels will be able to deliver a hyper-personalized experience, making every guest interaction feel unique.
Key Features of a Hotel CMS
In the bustling world of hospitality, the significance of a well-rounded Content Management System (CMS) cannot be overstated. The right CMS not only acts as the backbone of hotel operations but also enhances the guest experience. Naturally, certain features stand out as essential for ensuring efficiency and effectiveness. Understanding these key features equips hotel management teams to make informed choices, ensuring their tech investment pays off.
User-Friendly Interface
A user-friendly interface is like a well-organized hotel lobby; it sets the right tone for everything that follows. A clean and intuitive design allows the hotel staff, who may vary in tech-savviness, to navigate the system effortlessly. When users can easily find what they need, the chances of human error decrease, and operational efficiency increases.
Some components of an effective interface include:
- Dashboard Customization: A dashboard that allows users to tailor their view can save time and reduce the learning curve, as each user can prioritize the information that is most relevant to their role.
- Mobile Responsiveness: In today's fast-paced environment, having access to the CMS on various devices ensures staff can make updates on-the-go.
By prioritizing a user-friendly interface, hotel staff can focus on guest interactions rather than troubleshooting software issues, resulting in seamless service.
Booking Management
At the heart of every hotel is its booking system. The CMS must feature robust booking management capabilities to streamline reservations and check-ins. A solid booking management module enables hotels to handle direct bookings, group reservations, and cancellations all in one place.
Key considerations for effective booking management include:
- Real-Time Availability: Ensuring room availability updates in real time prevents double bookings, helping maintain goodwill with guests.
- Flexible Rate Management: A good CMS allows hotels to modify rates based on demand, creating pricing strategies that align with occupancy patterns.
With an efficient booking management feature, hotels can not only improve occupancy rates but also enhance guest satisfaction through more personalized experiences.
Integration with Third-Party Tools
A hotel doesn't operate in a vacuum; integrating with third-party tools can amplify the functionality of a CMS significantly. Whether it's a revenue management system or an online travel agency, seamless integration maximizes data flow and operational efficiency.
Benefits of integration include:
- Channel Management: Connecting with various booking channels allows for better market reach and streamlined operations.
- Payment Gateways: A CMS that integrates with multiple payment options enhances guest experience by offering flexible payment solutions.
With these integrations, hotels can contribute to a cohesive operation that is not only efficient but also responsive to evolving guest needs.
Reporting and Analytics Capabilities
In the hospitality industry, data is king. The ability to access detailed reports and analytics transforms how hotels make decisions. An insightful CMS should offer in-depth reporting features that deliver critical insights into various facets of operations.
Effective analytics capabilities usually encompass:
- Performance Metrics: From occupancy trends to revenue per available room, understanding operational metrics helps in making informed decisions.
- Guest Insights: Understanding guest demographics and preferences allows hotels to tailor marketing strategies, ultimately improving ROI.
With robust reporting features, hotels not only optimize their performance but also enhance guest experiences through informed service and targeted marketing strategies.
"In the hospitality industry, having the right CMS features is akin to having wheels on your vehicle; essential for smooth operation and navigating the dynamic landscape of guest service."
In essence, the key features of a hotel CMS lay the groundwork for future innovations and improvements in operational efficiency. Investing in a CMS with the right features facilitates streamlined processes, enabling hoteliers to focus on what they do best—providing exceptional guest experiences.
Choosing the Right CMS for Hotels
Selecting an appropriate Content Management System (CMS) is a crucial step for hotels aiming to streamline their operations and elevate guest experiences. The right CMS can act as the backbone of hotel management, facilitating everything from booking processes to data analytics. When making this decision, it is essential to consider multiple aspects that align with your hotel's specific needs and objectives. A careful evaluation can set the stage for enhanced productivity and customer satisfaction.
Assessing Operational Needs
Before diving into the myriad CMS options available, hoteliers should start by clearly identifying their operational needs. Each hotel is unique, possessing distinct operational challenges and customer segments.
- Current Challenges: Pinpointing persistent issues like inefficient booking systems or cumbersome guest check-in processes will help narrow down what specific features are essential for your CMS.
- Staff Requirements: Consider how many staff members will use the CMS. A CMS that fits the workflow of your team will allow them to perform tasks efficiently.
- Guest Services: Think about what services your guests expect. Do you need a system that supports mobile reservations? Perhaps integration with other tools like CRM systems is necessary to enhance personalized service.
Ultimately, understanding your operational needs ensures that the CMS you choose will aid not only in routine tasks but also contribute to the strategic goals of your establishment.
Budget Considerations
While seeking the right CMS, keeping a close eye on your budget is crucial. The financial implications of such a system can either make or break its success in your hotel.
- Initial Investment: There’s often an upfront cost associated with acquiring a CMS. These costs could range from purchasing the software to hardware installations.
- Ongoing Expenses: Beyond installation, consider subscription fees, maintenance costs, and any space rentals for servers. Make sure to assess these in relation to the projected ROI.
- Hidden Costs: Don’t overlook potential indirect costs such as training sessions for staff or integration expenses with other tools currently in use.
Being frank about your budget from the outset will lead you to the right CMS that meets your financial constraints while still fulfilling your operational needs.
Scalability and Flexibility
Hotels today are not static entities; they evolve continually. This evolution emphasizes the necessity for a CMS that is both scalable and flexible.
- Growth Needs: As your hotel expands, whether through new properties or increased guest capacity, your CMS should be able to handle greater demands without a hitch. Opt for systems that allow you to add features or modules in the future without starting from scratch.
- Technological Adaptability: The hospitality sector is experiencing rapid technological advancements. Thus, a CMS that integrates well with emerging technologies will save time and resources down the line.
- Customization Capabilities: Each hotel has its own brand identity. Look for a system that allows for customization to align with your specific strengths, such as unique guest offerings or loyalty programs.
In short, choosing a CMS that can grow with your business equips you to handle future challenges while maintaining operational integrity.
Selecting the right CMS isn’t just about software; it’s about choosing a partner that understands your hotel’s vision and ethos.
Popular CMS Platforms for Hotels
The choice of a Content Management System (CMS) plays a pivotal role in modern hotel management. An effective CMS streamlines operations, enhances guest experiences, and empowers staff to deliver top-notch service. In a competitive hospitality environment, understanding the myriad of CMS platforms available is crucial for making informed decisions that can drive a hotel's success.
Overview of Leading CMS Solutions
When exploring leading CMS solutions for hotels, several platforms stand out, each offering unique functionalities and catering to different operational needs. Some prominent options include:
- Cloudbeds: Known for its robust booking management functionalities and extensive channel management features, Cloudbeds is a popular choice among hotels looking to improve their online presence.
- Revinate: Focused on guest engagement, Revinate uses data to help hotels personalize the guest experience while offering tools for email marketing and customer feedback analysis.
- RoomRover: This platform excels in managing property operations, including housekeeping and maintenance, ensuring that hotel staff can effectively handle various tasks seamlessly.
- Guestline: Offering a powerful booking engine and integrated payment solutions, Guestline makes it easier for hotels to attract direct bookings and manage revenue.
These platforms not only help in maintaining daily operations but also provide insights into guest preferences and behaviors, creating tailored experiences that enhance satisfaction.
Comparing Features and Benefits
It's crucial to compare the various features and benefits these CMS platforms offer to find the best fit for specific hotel needs. While each system has its strengths, here are key aspects to consider:
- User Interface: How intuitive is the platform? An easily navigable interface is essential for staff training and day-to-day operations.
- Customization Options: Does the CMS allow customization to align with the hotel’s branding and operational processes?
- Integration Capabilities: Can the CMS integrate smoothly with other essential tools like accounting software and payment gateways? This is vital for avoiding data silos.
- Support and Training Resources: Access to support and educational materials can make adoption seamless and help staff utilize the system efficiently.
- Analytics and Reporting: A CMS should offer comprehensive reporting features that provide insights into occupancy rates, booking sources, and guest demographics. This could help in crafting targeted marketing strategies.
- Mobile Accessibility: In today’s fast-paced world, accessing the CMS on mobile devices can significantly improve operational efficiency.
Understanding how these features cater to specific needs offers a clearer strategy in adopting the right CMS. An efficient CMS acts as the backbone of hotel management, improving operational workflow while keeping guests satisfied and engaged.
"A good CMS is like a trusted partner; it helps you work smarter, not harder."
Implementation Strategies for CMS
Implementing a Content Management System (CMS) in the hospitality sector is not merely a technical endeavor; it's a game changer. Selecting the right approach for implementing a CMS can greatly influence how well the system dovetails with existing operations, ultimately enhancing the overall efficiency and guest experience. The right strategies help ensure that staff adapt seamlessly, which in turn supports the hotel's goals for guest satisfaction and operational effectiveness.
There are several focal points to consider here. First off, you must meticulously plan the implementation process. This involves understanding both current practices and what the CMS will contribute. A disjointed rollout can lead to confusion, inefficiency, and even pushback from staff. The second consideration revolves around training. There’s no sugar-coating it—any tool is only as good as the people using it. Effective staff training not only smooths the transition but also harnesses the system's full power, ensuring everyone is on the same page.
Planning the Implementation Process
Planning is akin to laying the groundwork for a sturdy building. If the foundation is shaky, everything that follows risks collapse. First, engage relevant stakeholders. Key players from management, IT, and operational staff should be involved from day one. Gather insights on how the existing system works and what can be improved. Chalk out a timeline that includes milestones and deadlines to keep everyone accountable.
You might also consider conducting a pilot program. Rolling out the CMS to a single department or hotel location can be a revealing trial run. It allows for ironing out kinks before a full-scale launch. Utilize available resources such as documentation and community forums like those found on Reddit for additional support.
Steps to Consider for Effective Planning:
- Identify Goals: Clearly outline what you want to achieve.
- Resource Assessment: Determine what tools and personnel you need.
- Timeline: Create a realistic timeline for each phase of implementation.
- Risk Management: Develop a contingency plan for potential roadblocks.
Training Staff for Effective Use
A CMS can have all the bells and whistles in the world, but if your staff can't navigate it, you're left holding an expensive piece of frustration. Thus, training is paramount. Start with initial training sessions, focusing on practical applications. Use role-play scenarios to help staff visualize how the CMS will directly benefit their day-to-day tasks.
Moreover, consider ongoing training as opposed to one-off sessions. Technology is ever-evolving, and refresher courses can help keep staff sharp and up to speed.
- Diverse Learning Methods: Different people learn in different ways. Offer videos, printed manuals, and hands-on workshops.
- Feedback Loops: Foster an environment where staff can provide feedback on the training program, adapting it over time to better suit needs.
- Celebrate Wins: When staff effectively utilize features of the CMS, acknowledge these successes. This can keep morale high and encourage others to engage with the system.
Investing in robust training not only equips your team but builds confidence, enhancing overall performance across the board.
In summary, thoughtful implementation strategies set the stage for a fruitful relationship between a hotel and its CMS. By investing the time upfront into planning and training, hotels can pave the way for not just improved operations but a more cohesive team, ultimately leading to superior guest experiences.
Case Studies: Successful CMS Implementations
In the realm of hospitality, managing a hotel isn't just about providing comfortable rooms and decent service; it involves a masterful orchestration of various elements that enhance the overall guest experience. This is where Case Studies: Successful CMS Implementations come into play. These case studies act as a lighthouse for hotels, showcasing how various properties have effectively leveraged Content Management Systems to streamline operations, boost efficiency, and ultimately improve guest satisfaction.
An analysis of real-life implementations provides nuanced insights, allowing hotel decision-makers to grasp the practical benefits of CMSs. By studying the successes—and occasionally the missteps—of others, hoteliers can craft strategies tailored to their unique needs and targets. Understandably, a case study holds more weight than abstract theories; they tell a story grounded in reality.
"Case studies are not just about showing what happened; they are about understanding why it happened and how it can help shape future decisions."
Small Boutique Hotels
Small boutique hotels often embrace customization and personalization in service, which can be challenging without a powerful content management system. Take, for instance, a small hotel located in a trendy urban neighborhood. By implementing a CMS that catered specifically to their needs, they could manage their bookings seamlessly while engaging their clientele through personalized email marketing campaigns tailored to guests’ preferences.
The boutique hotel decided to integrate an intuitive CMS that not only streamlined the booking process but also enabled instant updates to room listings and promotions. Within months, they reported a significant increase in direct bookings and positive guest feedback regarding ease of use. Here’s what stood out:
- Tailored Experience: The booking engine allowed guests to customize their stay with additional services, such as spa treatments or local tours, which boosted revenue.
- Enhanced Communication: Automated emails informing guests of upcoming promotions or local events helped nurture relationships and encourage repeat visits.
- Rich Analytics: The CMS provided insights into guest behaviors and preferences, enabling the hotel to refine their marketing and operational strategies.
In short, small boutique hotels can thrive by adopting CMS solutions that emphasize personalized service, showing that a tailored approach isn’t just feasible but profitable.
Large Chain Hotels
In juxtaposition, large chain hotels face a different set of challenges and needs when it comes to CMS implementations. For these expansive operations, a single centralized CMS solution can dramatically enhance cohesion across multiple locations. For example, a well-known global hotel brand rolled out a CMS across its portfolio to unify their marketing efforts and streamline operations.
The results were impressive:
- Standardization of Processes: With a consistent CMS governing all hotel branches, training staff became less cumbersome. Employees could use similar tools and processes, reducing onboarding time for new hires.
- Cross-Promotion of Properties: The new system allowed for seamless integration of cross-promotions between hotel locations, helping to boost occupancy rates, especially in off-peak seasons.
- Centralized Reporting: With robust analytics features, the chain could track performance metrics across their properties, thus identifying trends for faster and more informed decision-making.
These implementations underline how large-scale operations can harness the power of a CMS to not just manage their services but also transform their approach to customer engagement.
Challenges in CMS Adoption
Adopting a Content Management System (CMS) can transform how hotels operate, but the path to successful implementation is fraught with hurdles. Understanding these challenges is crucial for decision-makers as they strategically navigate the evolving landscape of hotel management.
With numerous moving parts, the integration of a CMS requires foresight, planning, and adaptability. Ignoring these challenges can lead to wasted resources, employee frustration, and ultimately, an adverse effect on guest satisfaction.
Common Barriers to Adoption
Many hotels encounter specific barriers that impede the adoption of CMS solutions. Here are key obstacles:
- Resistance to Change: Staff members may feel uneasy about altering established procedures, fearing technology will complicate their tasks rather than simplify them. This skepticism can stall progress and create division within the team.
- Cost Concerns: Initial costs, ongoing maintenance fees, and hidden expenses can make stakeholders hesitant. The perception of high costs can overshadow the long-term benefits.
- Technical Complexity: Some CMS platforms come with steep learning curves. A system that appears user-friendly to IT professionals may confuse the rest of the team. Training becomes essential but, in itself, can be a barrier.
- Integration Issues: The existing systems within hotels – be it booking engines or property management systems – may not seamlessly connect with new CMS solutions. This lack of compatibility can lead to functionality setbacks.
- Data Security Concerns: Hotels deal with sensitive guest information, and any transition to a new system triggers fears about data breaches that could damage reputations.
Addressing these barriers is critical for anyone considering a CMS, as a lack of awareness can lead to failed implementation.
Mitigating Implementation Risks
Implementing a CMS successfully needs a well-thought-out plan to mitigate risks associated with its adoption. Consider the following strategies:
- Engage Stakeholders Early: Bringing staff into the decision-making process can ease the transition. This gives employees a stake in the CMS choice, fostering collaboration and acceptance.
- Conduct a Comprehensive Needs Assessment: Identify the specific needs of the hotel before choosing a CMS. This will ensure alignment with operational goals and minimize unnecessary features that may complicate usage.
- Establish a Clear Training Program: Implement a structured training program tailored for different roles within the hotel. A hands-on approach can help demystify the technology and build confidence in its use.
- Focus on Integration: Choose a CMS that is known for its compatibility with existing systems. This reduces the risk of expensive, time-consuming integration issues.
- Prioritize Data Security: Emphasize encryption and compliance with regulations to mitigate data security concerns. Reassuring stakeholders of the system's security can enhance confidence in the transition.
By addressing these barriers proactively and strategizing for successful implementation, hotels can harness the full potential of their CMS and strengthen their operations.
"Adopting a CMS is not just about technology; it’s about embedding innovation into the fabric of hotel operations."
In summary, the challenges associated with CMS adoption necessitate a blend of strategic planning, team engagement, and a focus on security. Understanding and addressing these challenges head-on enhances the chances of a successful transition, ultimately improving operational efficacy and guest experiences.
Future Trends in Hotel CMS
In today's fast-paced hospitality sector, integrating the latest trends in Content Management Systems (CMS) can prove vital for maintaining a competitive edge. The evolution of technology continues to reshape how hotels manage their operations, engage with guests, and optimize their resources. Highlighting future trends in hotel CMS is essential for decision-makers to not just survive but thrive amid growing competition.
As new technologies emerge, hotels face opportunities to improve efficiency, streamline operations, and enhance guest satisfaction. Embracing advancements like Artificial Intelligence (AI) and automation can profoundly impact how hotels operate. This section will delve into two prominent trends: AI and automation in CMS, and enhancements in user experience.
AI and Automation in CMS
Artificial Intelligence is not just a buzzword; it’s reshaping the landscape of hospitality management. Hotels are beginning to harness AI capabilities to facilitate personalizations that were previously unfathomable. Imagine a system that learns from guest interactions, suggesting personalized booking options or upselling with surgical precision. AI can improve forecasting accuracy, enabling hotels to predict demand and adjust pricing dynamically, ultimately boosting revenue.
Consider automation as a partner to AI. Automation can handle repetitive tasks that once consumed significant labor hours, such as processing bookings, updating room availability, and even responding to customer inquiries. This means hotel staff can redirect their energy into enhancing guest experiences, rather than getting bogged down in tedious tasks.
Some specific benefits include:
- Enhanced efficiency: Automation minimizes human error and speeds up operational tasks.
- Data-driven insights: AI analyzes trends and preferences, equipping management with valuable data to make informed decisions.
- Improved guest interaction: Virtual assistants can address simple queries directly, freeing up staff for more complex guest interactions.
"The future is here; it's just unevenly distributed," as William Gibson said. Anyone in the hospitality arena who tarries in adopting these technologies risks falling behind.
User Experience Enhancements
User experience has always been a pivot point for hotel management, but as technology advances, so do guest expectations. Hoteliers need to stay ahead by focusing on seamless, intuitive, and personalized experiences. A CMS that prioritizes user experience can transform regular hotel guests into loyal patrons.
Today’s guests not only want a smooth booking experience but also expect meaningful interactions throughout their stay. Implementing user-centric design, integrating mobile-friendly interfaces, and ensuring responsiveness across devices are no longer additional but essential features.
Key areas to focus on for enhancing user experience include:
- Personalization: Tailoring communications and offers to match individual preferences can significantly bolster guest satisfaction.
- Mobile Integration: As guests increasingly use smartphones to plan their travels, hotels must ensure their CMS is optimized for mobile.
- Feedback Mechanisms: Real-time feedback tools allow guests to voice their opinions and suggest improvements, making them feel heard and valued.
- Streamlined Check-in/Check-out: Automating these processes can enhance convenience, making the guests’ experience both welcoming and efficient.
In summary, by embracing future trends like AI and user experience enhancements, hotels can position themselves at the forefront of industry innovation, being not only responsive to but also anticipatory of guest needs.
Epilogues and Recommendations
In the rapidly evolving landscape of the hospitality industry, Content Management Systems (CMS) have emerged as essential tools for hotel management, enabling operations to flow smoother than a freshly waxed floor. Having explored various facets of CMS throughout this guide, understanding the conclusions and recommendations is paramount. These insights not only summarize key findings but also offer actionable strategies that can enhance operational efficiency and guest satisfaction.
Summarizing Key Insights
Drawing upon the discussions in previous sections, it's impossible to overlook the vital role of a robust CMS in streamlining hotel processes. Here are some key points to consider:
- Integration is Key: The ability of a CMS to integrate seamlessly with third-party applications such as booking engines and POS systems is crucial. This reduces the workload on staff and improves data accuracy.
- Importance of User-Friendly Design: For both guests and staff, a clear and intuitive interface can make a world of difference. Complexity can send users running, so simplicity in design is essential.
- Data-Driven Decisions: CMS features that provide real-time analytics enable managers to make informed decisions swiftly. The use of data analytics can transform how hotels anticipate guest needs and adapt accordingly.
- Training and Support: No matter how advanced a CMS is, if the staff isn't equipped to use it, efficiency will falter. Regular training sessions ensure everyone is on the same page.
- Future-Proofing: As technology progresses, hoteliers must choose a CMS that offers regular updates and new features, allowing for scalability alongside business growth.
"In hospitality, the key to enhancing the guest experience lies within the details—especially those facilitated by effective technology."
Advice for Selecting a CMS
Choosing the right CMS for your hotel can feel like finding a needle in a haystack, given the plethora of options available. Here are critical considerations to guide your selection process:
- Identify Specific Needs: Understand the operational requirements of your hotel. A small boutique hotel may have different needs compared to a large chain. Make a list of essential features needed and prioritize them.
- Budget Constraints: CMS solutions can vary widely in cost. Ensure that what you choose fits within your budget while still offering the features necessary for your operations. Remember, the cheapest solution isn't always the best.
- Research Reviews: Do a deep dive into online reviews and case studies from hotels similar to yours. Platforms like reddit.com often have discussions about various CMS experiences.
- Request Demos: Before making a final decision, ask for a demo. Seeing the system in action can highlight its strengths and weaknesses better than any sales pitch.
- Scalability: Look for a CMS that can grow with your business. Flexibility is key for adapting to changing market conditions or expansions.
Following these actionable insights can position your hotel to thrive in such a competitive environment. A well-chosen CMS is not a mere tool; it is a cornerstone upon which operational excellence is built.
