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ESH Project Management Program Course Manal - All rights reserved ESHotel 2
ESHotel
76 rue Villeneuve
92110 Clichy, France
Published September 2013
Copyright © 2013, ESHotel, Clichy. All rights reserved. No part of this publication may be reproduced in any material form (including photocopying or storing in any medium by electronic means and whether or not transiently or incidentally to some other use of this publication) without the written permission of the copyright holder except in accordance with the provisions of the Copyright. Permission may be sought directly from ESHotel Administration, 76 rue Villeneuve - 92110 Clichy, France; phone +33 (0)1 47 31 39 39; fax: +33 (0)1 4731 81 82; email: info@eshotel.com; URL: www.eshotel.com.
ISBN pending
Cover design pending
Table of Contents
Chapter 1..............................................................................................................................1
Introduction to the Master Project Management Program.................................11.1 "New" Pedagogy & Requirements...........................................................................................1
1.2 Prerequisites....................................................................................................................................5
1.3 Orientation Week...........................................................................................................................5
1.4 Organization.....................................................................................................................................6
1.5 Schedule.............................................................................................................................................7
1.6 Grading...............................................................................................................................................8
1.7 Cost......................................................................................................................................................8
1.8 Conclusions.......................................................................................................................................9
Chapter 2...........................................................................................................................11
Project Management in Parisian Hotels..................................................................11
2.1 ESHotel students' first-hand experience............................................................................11
2.2 A random sampling.....................................................................................................................11
2.3 Stand-alone project management.........................................................................................12
2.4 Team-based project management........................................................................................12
2.5 Fully-integrated, systemic or centralized project management..............................12
2.6 A titular Project Manager at Le Bristol..............................................................................13
2.7 Project coordination at the Park Hyatt Paris-Vendôme...............................................15
2.8 Transversal, non-hospitality-specific PM at the Shangri-La Paris...........................17
2.10 Integrated "trickle-down" PM at the Pullman Paris La Défense............................20
2.11 Fully integrated Six Sigma PM at Le Méridien Etoile..................................................21
2.12 Conclusions.................................................................................................................................24
Chapter 3...........................................................................................................................26
The Basic Project Management Process..................................................................26
3.1 Introduction: The E.T. Case Study.........................................................................................26
3.2 Specifications: Terms of Reference (TOR) - a general definition............................27
3.2.2. Parameters..........................................................................................................................................29
3.2.3. People....................................................................................................................................................30
3.2.4. Planning................................................................................................................................................31
3.2.5. Agreement & signatures................................................................................................................31
3.3 Control Binders - Your PM Communication Tool...........................................................31
3.4 Planning..........................................................................................................................................32
3.4.1 Gantt Chart............................................................................................................................................32
3.4.2 Mind Mapping......................................................................................................................................34
3.4.3 Critical Path Method (CPM)...........................................................................................................35
3.4.4 Program Evaluation and Review Technique (PERT)...........................................................38
3.4.5 Financial Planning & Reporting...................................................................................................42
3.4.6 Contingency Planning.......................................................................................................................43
ESH Project Management Program Course Manal - All rights reserved ESHotel 4Chapter 4...........................................................................................................................45
4.1 Introduction...................................................................................................................................45
4.2 Team Building...............................................................................................................................46
4.2.1 A Group or a Team?...........................................................................................................................46
4.2.2 Removal of a Team Member or Leader......................................................................................47
4.2.3 Communicating with the Team and your Lead Teacher.....................................................47
4.2.4 Delegation..............................................................................................................................................48
4.2.5 Feedback and positive reinforcement.......................................................................................50
4.2.6 Reporting..............................................................................................................................................51
4.3 The Team Process......................................................................................................................52
4.4 The Team Meeting Format.......................................................................................................56
4.4.1 Meeting organizational structure and polarity.......................................................................56
4.4.2 How to use the Team Meeting Model........................................................................................58
4.5 Leadership Assessment, according to I Opt......................................................................61
4.5 Intercultural Intelligence..........................................................................................................66
4.5.1 Introduction: Emergence of "interculturality"........................................................................66
4.5.2 History of intercultural studies.....................................................................................................67
4.5.3 Economic, political and emotional consequences.................................................................68
4.5.4 The process of interculturality......................................................................................................70
4.5.5 An Intercultural Analysis Framework........................................................................................72
4.5.6 "The Ladder of Inference"...............................................................................................................72
4.5.7 Scanning Values...................................................................................................................................74
4.5.8 The Eight Core Values.......................................................................................................................75
4.5.9 The Cultural Value of Time.............................................................................................................84
4.5.10 Intercultural competencies..........................................................................................................86
4.5.11 Sample cultural differences between Americans and the French.................................87
Social Behavior.........................................................................................................................................88
Chapter 5...........................................................................................................................93
Emotional Intelligence and Critical Thinking.......................................................93
5.1 Emotional Intelligence or EQ..................................................................................................93
5.2 Critical Thinking...........................................................................................................................94
5.3 EQ, Critical Thinking and Project Management...............................................................95
5.4 Logical Fallacies (Pseudo-Reasoning) defined................................................................95
Exercise: Logical Fallacy/Faulty Logic.......................................................................................97
Chapter 6...........................................................................................................................99
Citation & Referencing..................................................................................................99
6.1 Introduction...................................................................................................................................99
6.2 Quotations and paraphrases................................................................................................100
6.3 Referencing.................................................................................................................................100
6.4 Referencing methods...............................................................................................................101
6.4.1 Footnotes.............................................................................................................................................101
6.4.2 In-text referencing..........................................................................................................................102
ESH Project Management Program Course Manal - All rights reserved ESHotel 56.5 Sourcing........................................................................................................................................102
6.7 Note-taking..................................................................................................................................103
6.8 Referencing Styles...................................................................................................................103
6.9 APA Style......................................................................................................................................105
6.11 Common abbreviations........................................................................................................109
6.12 Referencing tools...................................................................................................................109
Chapter 7.........................................................................................................................111
Conducting Research..................................................................................................111
7.1 Introduction................................................................................................................................111
7.2 Project Management Research Course content............................................................111
7.3 Types of research......................................................................................................................112
7.4 Research design: the process.............................................................................................112
7.5 Research design: criteria.......................................................................................................113
7.6 Types of research design.......................................................................................................114
7.7 Research Methods: Surveys..................................................................................................114
7.7.1 Interviews...........................................................................................................................................115
7.7.2 Survey Questionnaires...................................................................................................................116
7.7.3 Internet-based surveys.................................................................................................................117
7.7.4 Determining your survey sample..............................................................................................118
7.8 Analyzing primary data..........................................................................................................119
7.9 Writing the research paper...................................................................................................119
7.9.1 Style.......................................................................................................................................................119
7.9.2 Formatting..........................................................................................................................................120
7.9.3 Headings..............................................................................................................................................120
7.10 Standard Research Paper Format....................................................................................121
7.10.1 Abstract.............................................................................................................................................122
7.10.2 Table of contents...........................................................................................................................122
7.10.3 List of Table and List of Figures...............................................................................................122
7.10.4 Introduction....................................................................................................................................122
7.10.5 Review of Literature.....................................................................................................................122
7.10.6 Methods.............................................................................................................................................122
7.10.6 Results...............................................................................................................................................124
7.10.8 Conclusions and Discussion......................................................................................................124
7.10.9 References........................................................................................................................................124
7.7.10 Appendix...........................................................................................................................................125
Chapter 8.........................................................................................................................127
Writing a Business Plan.............................................................................................127
8.1 Introduction................................................................................................................................127
8.2 Purpose.........................................................................................................................................128
8.3 Formatting...................................................................................................................................128
8.3.1 The ESH Business Plan Model.....................................................................................................128
8.3.2 The Presentation.............................................................................................................................129
8.4 Structure.......................................................................................................................................131
8.4.1 Project Overview..............................................................................................................................131
8.4.2. Marketing Plan.................................................................................................................................132
8.4.3. Management and Organization.................................................................................................133
8.4.4 Financial Statements......................................................................................................................133
8.4.5. Appendix............................................................................................................................................133
ESH Project Management Program Course Manal - All rights reserved ESHotel 6Chapter 9.........................................................................................................................135
Marketing and Strategic section of the Business Plan.....................................1359.1 Marketing section.....................................................................................................................135
9.2 Strategic analysis......................................................................................................................136
9.3 Content and Objectives...........................................................................................................137
9.3.1 The Seven P's to describe the marketing mix.......................................................................137
9.3.11 Product..............................................................................................................................................137
Market Study...........................................................................................................................................138
Example (location of the project)...................................................................................................138
9.3.12 Place (or distribution).................................................................................................................139
9.3.13 Price....................................................................................................................................................140
9.3.14 Promotion........................................................................................................................................141
9.3.15 Processes..........................................................................................................................................141
9.3.16 People................................................................................................................................................142
9.3.17 Physical evidence (PESTEL)......................................................................................................142
9.3.2 Porter's forces of competition.....................................................................................................143
9.3.2 Corporate culture.............................................................................................................................144
9.3.21 Organisational chart.....................................................................................................................144
9.3.22 Value statement.............................................................................................................................145
9.4 Scope..............................................................................................................................................145
9.5 Deliverables.................................................................................................................................145
9.6 Conclusions.................................................................................................................................146
Chapter 10......................................................................................................................148
Financial Planning for the Business Plan.............................................................148
10.1 Revenue......................................................................................................................................149
10.2 Marginal Profit........................................................................................................................149
10.3 Personnel cost.........................................................................................................................149
10.3.2 HR employment considerations:.............................................................................................150
Cost / Turnover......................................................................................................................................150
Full Time Employee (FTE).................................................................................................................151
Staff Turnover.........................................................................................................................................151
Ratios used in France...........................................................................................................................151
10.3.22 Hierarchy and Structure.........................................................................................................152
10.3.23 Service charge and tips.............................................................................................................152
10.3.24 Personnel Cost Calculation:....................................................................................................153
10.4 Operating costs........................................................................................................................153
10.5 Opening Expenditures..........................................................................................................154
10.6 Depreciation.............................................................................................................................154
10.7 Cash Flow..................................................................................................................................154
10.8 Capital requirement..............................................................................................................154
10.9 Business valuation.................................................................................................................155
ESH Project Management Program Course Manal - All rights reserved ESHotel 7List of Figures
Figure 1 Student evaluations of PMP........................................................................................2
Figure 2 PMP as seen by a future employer (2012)............................................................4
Figure 3 Ad for a Project Manager Trainee..........................................................................15
Figure 4 Jelena Novcic MA ESHotel 2008..............................................................................15
Figure 5 Tree metaphore.............................................................................................................19
Figure 6 Rajesh Chauhan MA Eshotel 2006.........................................................................21
Figure 7 Laila Boumargoud, Black Belt, Starwood...........................................................22
Figure 8 Gantt Chart "Fixing breakfast", adapted from HN Computing, 2007.......33Figure 9 ESHotel M1 London 2007 Class Values...............................................................34
Figure 10 Network Diagram.......................................................................................................35
Figure 11 "Breathing" creativity (Wolfe, 2007); drawing by C. Konold...................36Figure 12 Sample Task Inventory with dependencies)...................................................37
Figure 13 Sample CPM "Moving House"................................................................................37
Figure 14 PERT (network) Models (Fontana, 1990)........................................................38
Figure 15 Moving House as a PERT.........................................................................................39
Figure 16 PERT Time Estimate Inventory............................................................................41
Figure 17 Implementation Planning.......................................................................................42
Figure 18 SMART definitions for delegation (Drucker; Blanchard et al).................48 Figure 19 19 Sandwich feedback ,DiscoverySchool.com (2012).................................51Figure 20 One Page Report (MS Office free clipart, 2012).............................................52
Figure 21 Team Development process (Tuckman, 1965; Kleinschmit, 2004)......53Figure 22 Team performance process...................................................................................54
Figure 23 Team performance impact.....................................................................................54
Figure 24 Team Capability vs. Team Size Nominal Curve (Mitre.com, 2012).......55 Figure 25 Paternalistic Polarity, reprinted with permission from Alan Cardon,Metasystemes (2012)..........................................................................................................57
Figure 26 Technocratic Polarity, with reprinted with permission from AlanCardon, Metasystemes (2012).........................................................................................57
Figure 27 Relational Polarity, reprinted with permission from Alan Cardon,Metasystemes (2012)..........................................................................................................57
Figure 28 Circular Polarity, reprinted with permission from Alan Cardon,Metasystemes (2012)..........................................................................................................57
Figure 29 Team Meeting Rules (Cardon, 2012).................................................................59
Figure 30 Team Function Roles, (Cardon, 2004)...............................................................60
Figure 31 I Opt Leadership Graph (reprinted with permission)................................64 Figure 32 I Opt Leadership Style diagram (reprinted with permission).................65 Figure 33 Intercultural Performance Pyramid, C. Konold (2012)..............................67 Figure 34 Toilet Use Instructions, International College Wales Swansea (ICWS)69Figure 35 First Culture (Kleinschmit, 2005)........................................................................70
Figure 36 Second Culture (Kleinschmit, 2005)..................................................................70
Figure 37 Third Culture (Kleinschmit, 2005)......................................................................70
Figure 38 Fourth Culture (adapted from Kleinschmit, 2005) brain fully in gear(Open Clip Art Library).......................................................................................................71
Figure 39 Famous Intercultural Quotes................................................................................72
Figure 40 Ladder of Inference, Argyris, C. (1990).............................................................73
Figure 42 Eight Core Values, Cornes, A. (2004)..................................................................75
ESH Project Management Program Course Manal - All rights reserved ESHotel 8Figure 41 Culture described, Kleinschmit (2008).............................................................75
Figure 43 Others as a value.........................................................................................................77
Figure 44 Power distance as a value.......................................................................................78
Figure 45 Rules as a value...........................................................................................................79
Figure 46 Rules as a value 2.......................................................................................................80
Figure 47 Action as a value.........................................................................................................81
Figure 48 Affect as a value..........................................................................................................82
Figure 49 Theory of Proxemics (Hall, 1976).......................................................................83
Figure 50 Space & distance as values (Cornes, 2004)......................................................83
Figure 51 Time as a value (Cornes, 2004)............................................................................85
Figure 52 Historical Time as a value (Cornes, 2004).......................................................86
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