How to establish, internalize, and expand Robo Claw in travel and tourism startups
Once production operations have stabilized, we will explain how to gradually expand to multiple regions, multiple facilities, and experiential products while establishing it for the future CoE through training for reservation and CS personnel, on-site staff, product planning personnel, and administrators, as well as organizing Skill templates and standard access permissions.
The purpose of Adopt & Scale is to take the insights gained from a pilot or production operation in one region, one facility, or one experiential product, embed them into standardized templates and permission models, and horizontally expand them to other regions, facilities, experiential products, and sales channels. During expansion, reviewing prerequisites by region, facility, product, sales channel, connected SaaS, and data classification and avoiding uniform replication will determine the success or failure of the expansion.
Who This Is For
Who This Is For
It is intended for executives, HR development managers, and CS managers to expand business processes that have stabilized in production operations to multiple regions and multiple facilities.
What You'll Decide
What You'll Decide in This Step
In Adopt & Scale, we decide on training plans, Skill templates, Tool Policy standards, the order of expansion to multiple regions, multiple facilities, and experiential products, ongoing review systems, and preparation for the future CoE.
Industry Challenges
Issues unique to travel and tourism startups
Differences in operations and connected systems by region and facility
The reservation management, PMS, and operational rules implemented vary by region and facility, and standardized procedures may not be directly applicable.
Differences in regulations and customs by region
Regulations related to tourism and customs with local businesses may vary depending on the region.
Turnover of local staff
There is frequent turnover among local staff and seasonal employees, so a system for continuously conducting training is necessary.
Balance between deployment speed and control
If deployment is rushed, there is a risk of operating without adequate authority settings or safety training for each region and facility.
Method
Implementation Steps
1. Design training for reservation and CS personnel
Design training for personnel who handle daily reservations and customer service, covering basic operations and items to check.
2. Design training for local staff
Design training for staff responsible for customer service and guidance on-site.
3. Design training for product planners and managers
Design training for product planners and managers who handle experience product development, approval flows, and exception handling.
4. Incorporate training on personal information, safety, and multilingual support
Incorporate training on handling personal and location information, safety judgments for itineraries, and multilingual support into training for relevant staff.
5. Establish Skill templates and Tool Policy standards
Template the skills verified in the Pilot and establish standard Tool Policies common to regions and facilities.
6. Conduct a reassessment for each region, facility, and channel before deployment
Deployment will be carried out in stages after reassessing whether the authority design and training content are appropriate for each target region, facility, experience product, sales channel, connected SaaS, and data classification.
7. Maintain a small-team operational responsibility system and prepare for the future CoE
In the initial deployment phase, we will basically operate with a small team responsible structure, while preparing for the establishment of a CoE in anticipation of future organizational expansion.
8. Establish criteria for continuous review, effectiveness measurement, and cessation/withdrawal
We will establish mechanisms for periodic operational reviews and effectiveness measurement, as well as criteria for suspension or withdrawal in advance in cases where effectiveness is not expected or there are concerns regarding control.
Data & Systems
Data and Systems Used
Human-in-the-loop
Where Human Approval Is Required
- Approval for deployment to new regions, facilities, and channels
- Approval of Changes to Skill Template and Tool Policy Standards
- Determination of whether to grant authority to staff who have not completed training
- Final decision in case the suspension or withdrawal criteria are met
Measurement
KPI
Training Completion Rate
The percentage of target staff who have completed the training
Number of deployment regions and facilities, deployment speed
Progress of deployment to multiple regions and multiple facilities
Escalation Rate
Ratio of cases escalated from the field to the safety officer and CS officer
Pitfalls
Common Pitfalls
Rushing deployment while postponing training
Deploying with insufficient training makes it more likely that errors or the formalization of approval processes will occur.
Applying templates uniformly without re-examining deployment targets
If deployment proceeds without confirming the differences between regions and facilities, the authority design may not fit the actual situation, causing trouble or complaints.
Expanding operations while remaining dependent on specific individuals
There is a risk that knowledge and authority management will not be passed on if responsible personnel leave. Creating mechanisms with the future CoE (Center of Excellence) in mind is important.
Checklist
Deployment and Stabilization Checklist
- Training for reservation/CS staff, on-site staff, product planning personnel, and administrators is in place
- Personal information, safety, and multilingual support training are incorporated into training for relevant staff
- Skill templates and Tool Policy standards are established
- There is a reassessment process for each target region, facility, experience product, sales channel, connected SaaS, and data classification
- The workflow for removing permissions during role changes or departures is established.
- There is a system for continuous review and effectiveness measurement.
- Criteria for discontinuation or withdrawal are defined.
- Preparation policies for future organizational expansion and CoE establishment are organized.
FAQ
Frequently Asked Questions
How should deployment to multiple regions and multiple facilities be carried out?
Based on actual operation results in one region, one facility, or one experience product, it is recommended to establish Skill templates and Tool Policy standards, then perform a reassessment before deploying to other regions and facilities, and carry out deployment in stages.
Is it necessary to prepare a large-scale CoE from the beginning?
No. In the initial deployment, the basic approach should be an operational responsibility system with a small number of people, and it is recommended to take a phased approach, considering CoE establishment in the future as the business scale expands.
Is it acceptable to expand experience products and sales channels using the same approach?
The basic approach is the same, but since it is necessary to additionally check the safety standards for each experience product and the differences in information listed for each sales channel, it is recommended to individually confirm them during the pre-deployment review.
Continue
To the previous STEP and hub
Shall we organize the deployment to multiple regions and facilities and the preparation for the future CoE together?
The approach for training, standardization, and deployment to multiple regions and facilities can be concretized through consultations in the official LP.