The ISS 24/7 Blog

Providing Insight for the World’s Greatest Properties

How to Build an Incident Management Infrastructure for Useful Analytics

June 13, 2017

This is the year you've committed to change.

You’re going to fight hard against the forces of the status quo. You’ve embraced becoming a data-driven leader.

We like to hear that.

Empowering your staff with the ability to communicate effectively will give you the information to fully understand your operation.

It’s the only way to manage because now you’ll know what you’re managing!

You get it. You want it.

You need it!

Any other day we’d tell you why it’s so important to institute best practices and then give you the how.

But today, we’re going to show you how to put your incident management infrastructure in place first.

Then, we’ll show you all the reasons why your new foundation will give you Proactive Operations, on so many levels.

Are you ready? Let’s get started.

Read more →

Text Communication: How to Ensure All Bad Deeds Are Seen & Reported

June 01, 2017

“The war in Syria is a conflict of the social media age. Everyone — the rebels, the government, ordinary citizens, everyone — has a cellphone,” according to Joe Palca’s recent NPR article entitled “Activists Build Human Rights Abuse Cases With Help From Cellphone Videos.”

“And that means almost no bad deed goes unrecorded by someone,” Palca continues.

According to the article, “A Syrian-born human rights lawyer in Washington, D.C., is collecting those videos, hoping someday they will be used to build criminal cases against the perpetrators of the violence.”

“But he also faces a major problem: The volume of videos is staggering,” writes Palca.

"We have 600,000 videos, and we're in the process of downloading almost 2,000 videos a day," says Mohammad Al Abdallah, executive director of the Syria Justice and Accountability Centre, a nonprofit supported by the State Department and a handful of European governments, in Palca’s NPR article.

This article caught our interest immediately. Why?

The power of text communication comes to mind.

Technology is evolving, and the benefits of a texting system can be profound for your property’s operation.

We get it; the obstacles for Abdallah are greater since he is challenged with reviewing hundreds of thousands of videos.

But, the key takeaway here is the opportunity technology such as this offers.

Read more →

How to Be Your Country's Least Favorite Property

April 27, 2017

“When it comes to customer satisfaction among airline passengers, Spirit Airlines ranks dead last,” shares Kathryn Vasel in her latest CNNMoney article entitled “America's least favorite airline (hint: it's not United).”

According to Vasel’s article, “For the third year in a row, the ultra-low cost carrier had the lowest score in the travel report from the American Customer Satisfaction Index (ACSI). Spirit scored a 61 on a 100-point scale.”

If you’ve flown with Spirit prior to reading today’s article, you’re probably not surprised.

“Spirit is known for its "bare fares" – cheap tickets that are stripped of any additional amenities. That means passengers will pay for things like printing a boarding pass at the airport or beverages during a flight,” writes Vasel.

From our experience, customer satisfaction goes beyond overcoming nickel and diming your customers.

It involves a complete experience. Agree?

But, according to Vasel, “Spirit said it's made substantial strides in the past year.”

"Spirit's committed to improve its operations and customer service,’ a company spokesman told CNNMoney. ‘Beginning last spring, Spirit initiated a number of programs that have led to major improvements in on-time performance and a 64% reduction in complaints year over year," says Vasel.

Now, that’s better news, right?

Read more →

No Signage Is Wasting Your Text Communication

January 17, 2017

You’re hyped.

“Today’s event is going rock,” you tell your team.

You’ve got sponsorship dollars coming in by the droves. This makes the executive team jubilant.

Your boss’s bosses are happy, which means your department got extra money for this budget cycle.

Being proactive, you already had the money earmarked and spent as soon it was available.

Prior to today, you had only become aware of a ton of incidents after they happened. So, you went out and got a text communication system.

You’re all trained and setup, and ready to get a handle on incidents while they’re happening. Good for you!

Everyone is anticipating the increased efficiency. “Once those gates open, get ready for an uptick in activity,” you remark for the final statement of your team meeting.

It’s 9 AM. Gates open.

The usual incidents come through the radio. But, you’re not noticing any increase in reporting.

Read more →

2017: The Year of the Unified Solution

January 05, 2017

We’re calling it now.

This year will be the year of the unified solution. But, you’re probably wondering how we know this, right?

It’s because operations are motivated to employ Proactive Operations, which makes unified solutions the obvious answer.

You can’t apply the Proactive Operations methodology without the intention of maximizing your efficiency. There’s no way around it.

How efficient is using multiple tools – from various vendors – to operate? It’s not efficient in any way. It’s what so many operations are still doing.

But, we know 2017 will be the year you move away from this model.

The current approach of using individual tools forces you to maintain a reactive state, because you always depend on different applications to perform well.

It also means you’re relying on different vendors to remain effective.

It’s not the case with unified solutions.

A unified solution is one solution that helps you cover all bases – they evoke Proactive Operations.

This mindset will help you reach a new level in 2017.

So, let’s get started.

Make 2017 the year you transition to a unified solution for good.

Read more →

SUBSCRIBE TO OUR BLOG FOR EMAIL UPDATES

POSTS BY TOPIC

See all