Documentation Management Best Practices

ACKNOWLEDGEMENT
First of all we would like to thank Mr. Indunil

Senevirathna, Head of the Department for granting us
permission to obtain relevant information regarding our
project. We hear by like to pay our gratitude to our dear
lecturers Mr. Kanishka Perera and Ms. Damitha Rajini for
initiating and encouraging us by giving many advices about
this project. We are indeed thankful to Mr. Nayantha
Pandith, the Human Resources Manager of Mount Lavinia
Hotel who provided us information related to the Course
Work.
Finally, we would like to thank all the other personnel who
were not mentioned above for giving their kind cooperation
to make this project a success.
Best Practices for Documentation Management
Documentation Management
TABLE OF CONTENTS
LIST OF TABLES................................................................................................................................................II
TABLE OF FIGURES...................................................................................................................................II
INTRODUCTION...........................................................................................................................................1
1
DOCUMENTATION MANAGEMENT..............................................................................................2
1.1
WHAT IS DOCUMENTATION MANAGEMENT...........................................................................................2
1.2
THE ELEMENTS OF A DOCUMENT MANAGEMENT SYSTEM.....................................................................3
1.3
THE PLANNING PROCESS......................................................................................................................3
1.4
DOCUMENT MANAGEMENT PROCESS....................................................................................................5
1.5
IMPORTANCE OF DOCUMENTS MANAGEMENT......................................................................................6
1.6
INTERNATIONAL MANAGEMENT SYSTEM STANDARDS AND THE REQUIREMENTS FOR DOCUMENTS
MANAGEMENT...............................................................................................................................................7
IDENTIFICATION OF KEY BUSINESS AND SUPPORT PROCESSES......................................9

2.1
OVERVIEW OF THE MOUNT LAVINIA HOTEL..........................................................................................9
2.2
PROCESS MAPS WITH THE INTERACTION OF BUSINESS AND SUPPOERT PROCESSES...........................11
2.3
INTERNAL FLOW DIAGRAMS OF KEY BUSINESS PROCESS WITH DEPARTMENTAL INTERACTION........16
IDENTIFICATION OF CURRENT DOCUMENTATION PRACTICE.......................................19

3.1
DUTIES OF RESPONSIBLE PARTIES.....................................................................................................19
3.2
PROCESS OF HANDLING DOCUMETS IN HOTEL....................................................................................20
3.3
PROCEDURE FOR APPROVAL OF DOCUMENTS...................................................................................21
3.4
HUMAN RESOURCE DEPARTMENT.....................................................................................................21
3.5
ENGINEERING DEPARTMENT.............................................................................................................23
3.6
HOUSEKEEPING DEPARTMENT...........................................................................................................25
3.7
FOOD AND BEVERAGE DEPARTMENT................................................................................................26
3.8
PURCHASING DEPARTMENT...............................................................................................................26
3.9
SECURITY DEPARTMENT....................................................................................................................27
3.10 FINANCE DEPARTMENT.....................................................................................................................28
3.11
CURRENT DOCUMENTATION PRACTICE STANDARDS IN
MOUNT LAVINIA HOTEL...............................28
3.12
ROLE OF FACILITIES MANAGER IN DOCUMENTATION MANAGEMENT...................................................32
3.13
FACILITIES MANAGEMENT RELATED DOCUMENTS..............................................................................33
ISSUES IN THE EXISTING DOCUMENTATION MANAGEMENT SYSTEM OF HOTEL
AND SUGGESTIONS FOR IMPROVEMENTS......................................................................................36

4.1
ISSUES IN THE INTERNAL AND EXTERNAL COMMUNICATION OF THE ORGANIZATION.......................36
4.2
LOSS THE ORGANIZATIONAL MEMORY AND HISTORY......................................................................37
4.3
IMPROPER STANDARDIZATION OF THE BUSINESS PROCESS..............................................................37
Department of Building Economics

4.4
DISTURBANCE FOR THE CONTINUAL IMPROVEMENT OF THE BUSINESS PROCESS RE-ENGINEERING

38
4.5
WASTING THE EMPLOYEE WORKING TIMES................................................................................38
4.6
DIFFICULTIES IN MANAGEMENT DECISION MAKING..........................................................................38
4.7
LOSS OF DOCUMENTS........................................................................................................................39
4.8
BENEFITS OF MANAGING DOCUMENTS ACCORDING TO A PROPER DOCUMENTS MANAGEMENT SYSTEM .......39
4.9
IDENTIFICATION OF NON VALUE ADDED EXCESSIVE DOCUMENTS......................................................41
4.10 IMPORTANT NON AVAILABLE DOCUMENTS RELATED TO FACILITIES MANAGEMENT....................42

CONCLUSIONS...........................................................................................................................................44
REFERENCES..............................................................................................................................................45
LIST OF TABLES
2.1-INTERNAL FLOW DIAGRAM FOR RECREATION-SWIMMING .........................................................................16
2.2-INTERNAL FLOW DIAGRAM FOR SALES AND MARKETING ........................................................................16
2.3-INTERNAL FLOW DIAGRAM FOR HOUSE KEEPING ......................................................................................17
2.4-INTERNAL FLOW DIAGRAM FOR FOOD AND BEVERAGE SALE ...................................................................18
TABLE OF FIGURES
2.1-PROCESS MAP FOR GUEST IN HOUSE ACCOMMODATION............................................................................11
2.2-PROCESS MAP FOR FUNCTIONS..................................................................................................................13
2.3-PROCESS MAP FOR THE JOURNEY OF THE CUSTOMER THROUGH A HOTEL................................................15
ii
INTRODUCTION
Documentation management is one of the oldest of the content management disciplines
and was essentially born out of the need to manage ever growing amounts of information
being created within organizations. In a world where only hardcopy information existed,
there was always a physical limit to the amount of information that could be stored and
retrieved.
Documentation management is the method of handling documents in such a technique. It
is assist to create information, shared, organized and stored efficiently and appropriately.
Also it is accommodating to store documents in an organized and secure way that still
allows documents to be found easily. Documentation Management is controls the life
cycle of documents in the organization including how they are created, reviewed,
published, and consumed, and how they are ultimately disposed of or retained. Although
the term "management" implies control of information from the top of the organization,
an effective documentation management system should reflect the culture of the
organization that is using it.
This report focuses on the existing documentation management system of Mount Lavinia
hotel. The first chapter provides an overview of the documentation management practice
of the industry and international standards. Second chapter identifies the key business and
support processes of the hotel with graphical representations. The current documentation
management practice of Mount Lavinia hotel is illustrated in third chapter and
demonstrates the importance of facilities manager in documentation management of an
organisation. Fourth chapter analyses the issues regarding current documentation practice
of the hotel and propose recommendations in regard to best practices.
1 DOCUMENTATION MANAGEMENT
1.1 WHAT IS DOCUMENTATION MANAGEMENT
Document management is one of the oldest of the content management disciplines and
was essentially born out of the need to manage ever growing amounts of information
being created within organizations. Document management controls the life cycle of
documents in the organization by how they are created, reviewed, and published, and how
they are ultimately disposed of or retained.
Businesses and other organizations, as well as individuals that handle a great deal of
information, need document management systems to file, secure, retrieve and share that
information. Document management is an organized system that methodically processes,
stores and recovers documents and the data within them. For hard copy or paper
documents, the process may simply be referred to as a filing system.
Document management systems (DMS) are designed from the ground up to assist entire
organizations seeking to manage the creation, storage, retrieval and expiry of information
stored as documents. DMS revolves around a centralized repository that is used to
manage the storage of any type of information that could be of value to an organization and protect the same against loss.
A compliant records management program is necessary for organizations to proactively
and progressively manage all data, media and information. As the number of laws and
severity of punishment governing records management continues to increase, it becomes
even more paramount that organizations follow best practices for proper records
management. Organizations need to demonstrate good faith intentions to follow these
best practices consistently and accurately. Review, audit and improve program
continuously.
1.2 THE ELEMENTS OF A DOCUMENT MANAGEMENT SYSTEM

An effective document management solution specifies;
What types of documents and other content can be created within an organization.
What template to use for each type of document.
What metadata to provide for each type of document.
Where to store a document at each stage of its life cycle.
How to control access to a document at each stage of its life cycle.
How to move documents within the organization as team members contribute to

the documents' creation, review, approval, publication, and disposition.
What policies to apply to documents so that document-related actions are audited,

documents are retained or disposed of properly, and content that is important to
the organization is protected.
Whether a document has to be converted from one format to another as it moves

through the stages of its life cycle.
How documents are treated as corporate records, which must be retained

according to legal requirements and corporate guidelines.
1.3 THE PLANNING PROCESS

The document management planning process consists of the following major steps;
1.3.1
IDENTIFY DOCUMENT MANAGEMENT ROLES
Ensure that the plans incorporate the feedback of the organization's key stakeholders, that
have the right team in place to implement the solution, and that they know who will
participate in document management processes.
1.3.2
ANALYZE DOCUMENT USAGE
After identify who works on documents, determine the types of documents they work on
and how they use them.
1.3.3
PLAN THE ORGANIZATION OF DOCUMENTS
Organization can organize documents in site collections, sites, and libraries. And also it
help to organize and store documents, from specialized sites such as the Records
Repository to loosely structured document libraries for quick document creation and
collaboration. Within a library, organization can further organize content into folders and
subfolders.
1.3.4
PLAN HOW CONTENT MOVES BETWEEN LOCATIONS
It might be necessary to move or copy a document from one site or library to another at
different stages of its life cycle. For example, the publishing process might include
moving a document from a staging site to a public Internet site. If content has to be
converted from one format to another as it moves from site to site, organization will also
want to plan content conversions.
1.3.5
PLAN CONTENT TYPES
Use content types to organize information about types of documents, such as metadata,
document templates, policies, and workflow processes. This is an essential step to help to
organize their documents and enforce consistency across the organization.
1.3.6
PLAN WORKFLOWS
When organization plan workflows for your organization, they can control and track how
documents move from one team member to another as each participant collaborates in a
document's life cycle. It includes workflows for common team tasks such as reviewing
and approving documents. And also supports creating and installing custom workflows.
1.3.7
PLAN CONTENT CONTROL
Organization can plan the appropriate degree of control based on content type or storage
location. For example, for a document library organization can plan to require check-in
and check-out and to protect documents from unauthorized distribution by using
Information Rights Management.
1.3.8
PLAN POLICIES
For each content type, plan information management policies to ensure that documents
are properly audited, retained, labelled, and otherwise handled according to the
organization's institutional and legal requirements.
1.4 DOCUMENT MANAGEMENT PROCESS

The Document Management Process regulates the entire lifecycle of every document
created within that process, and is comprised of the following six sub-processes.
1.4.1
CREATION
In Document Management Process, a document must be created if a process is identified

which does not have current documentation. The process of creation ensures that the
document is created according to the standards.
1.4.2
APPROVAL
After the creation stage, the document can use for review. The document is reviewed by
the selected person to ensure its accuracy and whether it meets the standards of the
Document Management Process. If not, the document is returned to the Author for
modification and correction. Once the selected person is satisfied that the document is
accurate and follows document standards and conventions, the document must be
approved by both the selected person and the relevant Manager of the organization.
1.4.3
PUBLICATION
The process of publishing ensures that approved documents contain accurate and that
only the most recent version of any document is available for access and use in the
organization.
1.4.4
MAINTENANCE
All documents are allocated a review period of not more than one year. In addition, all
staffs are required to notify a responsible person where an inaccuracy or problem is
identified in an approved document, and the responsible person must then initiate an
update of the document.
1.4.5
ARCHIVE
Within organization, the majority of documents stored in the Documentation Framework

Site on Index relate to the provisioning of current services, systems, and processes. In
many instances, the implementation of new versions negates the need to retain outdated
version documentation. The disposal schedules outlined by organization archives for the
general retention and disposal of administrative records appear to provide guidance at the
organizational level not the departmental level.
1.4.6
DESTRUCTION
If a document does not require archiving, it will be destroyed either when a new version
is created or updated, or when the top management advises that the document is no longer
required.
1.5 IMPORTANCE OF DOCUMENTS MANAGEMENT

Organizations need to comply with much law making it increasingly important to manage
documents and archive them in a proper fashion. The compliance strategies that
organizations have developed are the main reason for the proper management of all
organizational documents.
All documents generated by organization personnel, such as e-mails, word documents,
PowerPoint presentations and faxes, must be carefully recorded, archived and available
when needed. Systems selected to aid in document management have to be secure to
ensuring proper control over the use of sensitive data, but must also make sure that users
are not made to wait very long for important documents that they need. The users must
find the system easy to use and navigate. Auditability, or leaving a traceable paper trail,
and archiving are other important features to look for in a document management system.
When required documents are easily available to users in real time, the work processes is
enhanced. It makes it possible to make informed decisions and prepare documents in
compliance
with
all
regulations
and
factors
that
govern
them.
If companies must not only employ an effective system to manage all its documents, they
must hire qualified and experienced personnel to monitor the effectiveness of these
document management systems.
1.6 INTERNATIONAL MANAGEMENT SYSTEM STANDARDS

AND THE REQUIREMENTS FOR DOCUMENTS
MANAGEMENT
To face the competition of the modern market it is important to having a set of widely
accepted specifications or best practices to enhance the effectiveness and efficiency of the
organizations. Such systems called standards and implement it in an organization called
standardization. Organizations standards are developed by experts often based on
consensus and sponsored by recognized standards development organizations.
The purpose of a standard is to provide a framework for organizational effectiveness, to
assure consistency in products and services delivered to customers increase customer
satisfaction ISO certification is often supposed to lead to improvements in the
performance of organizations.
Increasing competition has led to a focus on quality as a source of competitive advantage
in the global marketplace. This focus on quality has led to the codification of the ISO
9000 ISO 9000 and ISO 9001:2008.
This series of standards allows organizations to register their quality systems, which
results in an assurance that the organization can perform according to the quality
specifications designated in a contract. Even documentation control and management
must to get and maintain ISO certification.
There are eight quality management principles on which the quality management system
standards of the ISO 9000:2000 and ISO 9000:2008 series are based as follows,
Customer focus
Leadership
Involvement of people
Process approach
System approach to management
Continual improvement
Factual approach to decision making
Mutually beneficial supplier relationships
These principles can be used by senior management as a framework to guide their

organizations towards improved performance.
The following Clauses of various International Management System Standards specify
the document control requirements that should be fulfilled in implementing those
standards in an organization.
1. Quality Management System: Standard ISO 9001:2008 - Clause 4.2.3 Control of
documents.
2. Health and Safety Management System: Standards AS/NZS 4801:2001 and OHSAS
18001: 2007 - Clause 4.4.5 Control of document
3. Environmental Management System : Standard ISO 14001:2004 - Clause 4.4.5
Document Control
4. Food Safety Management System : Standards ISO 22000:2005: Clause 4.2.2 control
of documents
5. Information Security Management System : Standards ISO 27001:2005: Clause 4.3.2
control of documents
6. Automotive Quality Management System: standard ISO/TS 16949:2002: Clause 4.2.3
control of documents (including engineering specifications)
2 IDENTIFICATION OF KEY BUSINESS AND SUPPORT

PROCESSES
2.1 OVERVIEW OF THE MOUNT LAVINIA HOTEL
The Mount Lavinia Hotel is one of the oldest best hotel in Sri Lanka. It is a four star hotel
and 1 Km from Mount Lavinia town and 13 Km from Colombo and it is engaged in the
business of hotelier since 1877, the Mount Lavinia Hotel is located on a stunning
promontory overlooking the Indian Ocean.
The Mount Lavinia Hotel offers you the very best of modern facilities blended with a
magical touch of antiquity. This enchanting British Colonial heritage hotel, located on a
breathtaking beachfront, is a living legacy to the secret love story between the British
Governor General of Ceylon, Sir Thomas Maitland, and the beautiful mestizo dancer,
Lavinia.
The mansion, with its white columns, polished wooden floors, intricately- carved wood
ceilings and wide windows open to the ocean breezes, is still popular for lovers. With
extensive beach frontage, a tropical bar on the beach, four restaurants (including a superb
seafood restaurant) and a terrace bar, you will have a good choice of quality food and
drink. The swimming pool and Ayurveda Centre are ideal places to relax and enjoy.
2.1.1
FACILITIES OF THE MOUNT LAVINIA HOTEL
The Mount Lavinia hotel is provided as following services for satisfy the guest.
24 hrs room service
Laundry service
Indoor and outdoor bars and dining facilities
Seafood restaurant on the beach
Swimming pool with kiddies pool
Banquet and conference facilities
Beauty Salon
Business Centre
Foreign currency exchange
24-hour Travel Desk
Flight ticket reconfirmation service
Shopping arcade
Sports facilities
Security service
Break down of room categories
Bay wing
Governors Wing
Sea and Garden Wing
And also there are available in such room types.
Suite Rooms
Inter Connecting Rooms
Non Smokers Rooms
10
2.2 PROCESS MAPS WITH THE INTERACTION OF BUSINESS

AND SUPPOERT PROCESSES
2.2.1
PROCESS MAP FOR GUEST IN HOUSE ACCOMMODATION
Arrival
Arrival
Checking
Checking
C
Accommodation
Accommodation
E
D
H
Recreational
Recreational
Activities
Activities
G
F
J
E
Dining
Dining
N
Night
Night
Accommodatio
Accommodatio
nn
Departure
Departure
C
K
D
M
O
2.1-process map for guest in house accommodation
11
A-
Reservation Desk
B-
Bell Desk
C-
Front Office
D-
House Keeping Department
E-
Engineering Department
F-
Gymnasium
G-
Swimming pool
H-
Sports
I-
Spa
J-
All other Recreational Activities
K-
Food and Beverage
L-
Kitchen
M-
Account Department
N-
Stores
O-
Cashier
12
2.2.2
PROCESS MAP FOR FUNCTIONS
Guest
Guest
arrival
arrival
Discussio
Discussio
nn
List
List
downthe
the
down
D
E
activities
activities
Function
Function
Dining
Dining
and
and
D
E
entertain
entertain
ment
ment
Endofofthe
the
End
function
function
D
A
G
2.2-process map for functions
13
A-
Front Office
B-
Banquet Office
C-
House Keeping Department
D-
Engineering Department
E-
Food and Beverage
F-
Kitchen
G-
Bell Desk
14

Management
2.2.3
Documentation
PROCESS MAP FOR THE JOURNEY OF THE CUSTOMER THROUGH A HOTEL
Arrive
At
hotel
Give
Check
Go to
bags to
In
room
Receive
bags
porter
Sleep
&
shower
Call
Receive
Dining
room
foods
&
resting
service
Check
out
and
leave
Front Line
Staff
Greet and
Process
take bags
registration
Deliver bags
Deliver Foods
Process
Check out
Take food
order
Background
Process
Take bags to
room
Prepare foods
Registration
system
2.3-process map for the journey of the customer through a hotel

15
Registration
system
2.3 INTERNAL FLOW DIAGRAMS OF KEY BUSINESS PROCESS

WITH DEPARTMENTAL INTERACTION
2.3.1
RECREATION SWIMMING
2.1-Internal flow diagram for recreation-swimming
2.3.2
SALES AND MARKETING
2.2-Internal flow diagram for Sales and Marketing
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2.3.3
HOUSE KEEPING
2.3-Internal flow diagram for house keeping
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2.3.4
FOOD AND BEVERAGE SALE
2.4-Internal flow diagram for Food and Beverage sale
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3 IDENTIFICATION OF CURRENT DOCUMENTATION

PRACTICE
Documents management is vital role in enhance the organization efficiency and
effectiveness. Mount Lavinia Hotel has nine departments such as Engineering,
Housekeeping, Human Resource, Finance, Food & Beverage, Security, Purchasing,
Administration and Sales & Marketing. As well as they used different type of documents
for carry out their business process.
3.1 DUTIES OF RESPONSIBLE PARTIES

In Mount Lavinia , there is no particular department to handle the documents .Such as
Quality Department .each department has to handle their own documents. Therefore,
there is no unique department structure for such department.
The head of the department of every department responsible for control the
document management process of the hotel. They responsible for give guidance to
his followers to keep proper documentation management process within the
department. They have to more concern on proper record keeping, indexing,
storage, change, renewal and removal of documents
Executive managers are responsible for support top managers to maintain the
document management process of the department
Other low level managers are responsible to handle all the documents related
activities of the organization.
All the workers of the organization are also responsible for managing a proper
documents management system. Out sourced staff also have to conform to these
requirements of the organization.
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3.2 PROCESS OF HANDLING DOCUMETS IN HOTEL

3.2.1
PROCEDURE FOR PREPARATION OF NEW DOCUMENTS
The requirement of a new document may rise up in an organization at any time. So there
must be a proper, pre-decided procedure should establish in an organization to face that
scenario. Mount Lavinia hotel has followed a procedure for the preparation of new
document for their organization.
3.2.1.1 Step 01
The person that has the requirement of the new document submits a request from under
Administration department by using a form called New Document Request Form
(NDR). In that form they have to mention about following data to refer to the document
handling sub division.
Purpose of the document
Users of the document
Items that should include in the document
Responsible handler of the document
3.2.2
STEP 02
After that the form will submitted to the Administration department they have to analysis
the situation and submit a report on it to the top management (Directors, chiremen) of the
Hotel.
3.2.3
STEP 03
In monthly meeting the top management decides whether the document is essential or not.
If the top management gives the permission to prepare the document it will inform to
Administration department executive to prepare it.
3.2.4
STEP 04
When preparing the new document the executive of administration has the power to select
a resource person for the task. The resource person may either in-house person or
outsourced person.
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3.2.5
STEP 05
The format of the document should match with the current document using in the hotel. It
means the header, footer, position title. Position of the sub titles should not be changed.
Coding of the document should do by prevailing coding system.
3.3 PROCEDURE FOR APPROVAL OF DOCUMENTS

3.3.1
STEP 01
The management committee should study the document after preparation. This
management committee includes members from corporate management and the head of
the relevant department.
3.3.2
STEP 02
After review the document the committee approves it or advice on the required changes
of the documents. Approval or changes may inform to the department in a written manner.
3.4 HUMAN RESOURCE DEPARTMENT

When consider the Human Resource department they used variety of document for carry
out their process that mans in this department done the recruitment process and handle the
employees, staffs and maintain regarding documents.
3.4.1
EMPLOYEE PERSONAL FILE
When consider the recruitment of candidates in Mount Lavinia hotel they open the
employee personal file for carry out their task. In this file mainly includes employee
personal information, complains, awards, requirement procedure and resign procedure.
3.4.2
FORMS
There are various types of forms in this department such as EPF form, ETF form,
application form, job card and etc. The forms are operational documents and it is help full
to control internal process of the organization.
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3.4.3
HR MANUAL
Manual is a set of policies and procedures. Human Resource manual is very important
document for that department mainly its include HR procedure, recruitment process,
responsible person, duties and responsibilities, medical insurance, leave procedure,
qualification of each designation and rules & regulations.
3.4.4
INSURANCE DOCUMENTS
In this document consist of who are the insurance parties, how to claim the insurance and
instructions, rules and regulation regarding the insurance matter.
3.4.5
TRAINING SCHEDULE
When recruitment of employee in Mount Lavinia hotel they give guideline for identify to
their task and how to conduct their training period in successful with in training time
period.
3.4.6
COMPANY PROFILE OF MOUNT LAVINIA HOTEL
Since recruitment of candidates in this hotel they given company profile for new comers
which are include history of hotel, vision, mission, objectives, contact address,
departments and their procedure and etc.
3.4.7
RECORDS
All types of raised (filled) documents are known as quality records. Records have many
formats, including paper and electronic. The records are including employee register,
performance record, visitors record and etc. Records are used to keep the details for
technical parameters and daily operational activities and record as evidence of past work.
3.4.8
LEGAL, REGULATORY AND STATUTORY DOCUMENTS
When establish whatever organization they must follow and maintain legal, regulatory
and statutory documents. As a hotel establishment they get approval from relevant
authorities, follow up what are the current legal statement regarding hotel process and etc.
3.5 ENGINEERING DEPARTMENT

As well as engineering department used more documents for doing their activities such
as;
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3.5.1
PROCEDURES
Procedure is a guide which understanding process and it is a step by step guide to direct
the reader through a task. Procedure documents are less formal by nature, and the subject
matter normally requires only the approval of senior management. In the Mount Lavinia
hotel engineering department is follow following procedures.
3.5.2
OPERATIONAL AND MAINTENANCE PROCEDURES
This describes technical procedure (standard operations procedure) requires to maintain

organization established standards. This will communicated to all the employees who
perform work affecting product or service quality. Operational and maintenance
procedures are described methods to express policies in action in day-to-day operations of
the organization.
3.5.3
CHECK LIST
Mainly its include maintenance check list and safety check list such as pump house
check list, generator check list, heavy machine check list. As well as use by check list
they can identify drawbacks in maintenance procedures and safety management system
within the hotel. In addition to that engineering department has so many machines for
carry out their operation so, they should maintain that machines in regularly. They used
check list for doing maintenance activities according to order and schedule.
3.5.4
ENGINEERING MANUALS
Engineering manual is very important document for people who are done in maintenance
activities in proper manner.
3.5.5
PREVENTIVE MAINTENANCE SCHEDULE
The machines should be regularly operated, there may be so many breakdowns so, and
the machines are regularly maintained. Preventive maintenance schedules are help full to
reduce break down of machines.
3.5.6
REPORTS
A report is very important and formal document that is use various purposes, generally,
findings pertaining to a given or specific task are written up into a report. Reports are
considered to be legal documents in the workplace and, thus, they need to be precise and
accurate. Following reports are use in this hotel such as progress report, energy audit
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report, duty manager report, night manager report and etc. When consider the duty
manager report as a hotel, appoint duty manager for monitor the day to day activities and
in this hotel that person change in day by day. And also he or she maintains duty manager
report of regarding those activities. As well hey appoint manager in night shift he is called
night manager and also he should be keep night manager report for record of those
activities.
3.5.7
TEST CERTIFICATES (BOILER LICENSE)
Test certificate are one of document type in this hotel. As well as this hotel has high risk
machines such boilers and some kitchen equipments. So they get license for run that
machines and the authorized person come in to the hotel and check the machine operation
and give the licence.
3.5.8
STANDARDS
In this hotel follow various standards for various purposes like ISO 9000, 14000 and
HACCP. Those are here in written procedure and they follow up that document to carry
out their process.
3.5.9
WORK INSTRUCTIONAL BOOK
Work instructions are more important to lower level employees like technician and
labours. In this instruction book are describe detail of how to carry out particular work
process. In Mount Lavinia hotel work instructions are mainly used engineering
department.
3.5.10 MAINTENANCE POLICY
Maintenance policy consist the objectives, principles, rules, and guidelines formulated or
adopted by the hotel to achieve the proper maintaining procedure within the hotel. This
policy is maintained by the engineering department.
3.5.11 LOG SHEETS
There are several log sheets for several equipments such as as chiller log sheet, boiler log
sheet etc.
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3.6 HOUSEKEEPING DEPARTMENT

When consider the housekeeping department, they maintain different kind of documents.
In this department main purpose is provide health and better environment for the hotel.
Mainly they doing activities are room services, pest control, waste management and
laundry procedures. Regarding this activities properly doing and get evidence for that
activities, documents are very help full.
3.6.1
HOUSEKEEPING MANUALS
Housekeeping manual is very important document for the housekeeping department

which purpose is provide guideline and instructions of housekeeping activities.
3.6.2
REPORTS
In this department follow various types of reports for carry out their process such as;
3.6.3
ROOM BOY REPORTS
The room boy reports is maintain room boy and its include room No, how many times of
cleaning the room, who are the supervisor, each room occupied or not, inform room
damages guest needs and wants and how many missing items in room and etc.
Supervisor reports
Occupancy reports
Room attendant reports
3.6.4
LAUNDRY MACHINE CATALOGUES
The laundry machine catalogues purpose is provide guideline of machine specifications

and how to maintain that machines.
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3.7 FOOD AND BEVERAGE DEPARTMENT

3.7.1
QUALITY PROCEDURE
It consist the quality requirements of food and beverage and quality of other services. The
meal also provided according to the quality procedure.
3.7.2
FOOD SAFETY MANAGEMENT MANUAL
According to food safety management manual provide control of food safety hazards and
ensure that food is safe at the time of human consumption. And also this manual provide
all the food processes and food safety standards.
3.7.3
HACCP PLAN
HACCP is an international principle defining the requirements for effective control of

food safety. Certification against the HACCP principles enhances the food safety
management system and products quality. The HACCP system helps organizations focus
on the hazards that affect food safety/hygiene and systematically identifies them by
setting up critical control limits at critical points during the food production process.
In HACCP plan mainly include all plants maintain certain documents, including its
hazard analysis and written HACCP plan, and records documenting the monitoring of
critical control points, critical limits, verification activities, and the handling of processing
deviations.
3.8 PURCHASING DEPARTMENT

Also purchasing department is maintained following documents.
3.8.1
INVOICE
Received and delivery of goods in purchasing department issue invoice and it is evidence
of that work.
3.8.2
QUOTATIONS
In purchasing department is call quotation for get the goods and they used quotation form
for that task.
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3.8.3
PURCHASING REQUEST
Purchasing request is also one of the documents of use in the purchasing department. It is
use to request of goods from the purchasing department by other department.
3.8.4
PURCHASING ORDER
The purchasing order is other type of document of use in purchasing department, request
the purchase of goods and then they use purchasing order document for send to supplier.
3.9 SECURITY DEPARTMENT

3.9.1
POLICIES
Policies are principles, rules, and guidelines formulated or adopted by an organization to

reach its long-term goals. They are designed to influence and determine all major
decisions and actions, and all activities take place within the boundaries set by them.
Procedures are the specific methods employed to express policies in action in day-to-day
operations of the organization. Together, policies and procedures ensure that a point of
view held by the governing body of an organization is translated into steps that result in
an outcome compatible with that view. In cinnamon grand hotel following policy
documents are used.
3.9.2
SAFETY POLICY
Health and safety policy statement of intent which includes the health and safety aims and
objectives of the organization, duties and responsibilities of the employees regarding
health and safety and all the other procedures relate for safety.
3.9.3
SAFETY PLAN
Safety plan include various safety features, safety action, hazards and how to prevention
of that hazards with safety manner etc.
3.9.4
PAST SECURITY MATTER RECORDS
Past records provide evidence of what happened, when it happened and who made
decisions. Records are used to keep the details for technical parameters and daily
operational activities. All the records have been given a identify number as well as the
according to the relevant department.
3.9.5
SAFETY MANUALS
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This include various safety features, safety action, how to handle equipment with safety
manner etc.
3.9.6
FIRE PROTECTION INSTRUCTION
Fire protection activities are one of the main activity in security department in that
department employees are follow up fire protection instruction document and it mainly
include how to conduct the emergency fire, what are the evacuation procedures, how to
action by fire fighting.
3.10 FINANCE DEPARTMENT

Finance department used various types of documents for carry out their process such as
checks, financial documents, voucher, accounts (Balance Sheets, loss and profit),
payments receipt, night audit reports, pay sheet. As well as all documents are very
confidential and these are provide evidence of past financial works.
3.11 CURRENT DOCUMENTATION PRACTICE STANDARDS IN

MOUNT LAVINIA HOTEL
In Mount Lavinia Hotel there are no proper Quality Management Systems like ISO
standards. As a hotel, ISO 9001: 2008 is very important to quality management system
regarding the document managements. Discuss in current document practice in Mount
Lavinia hotel, document maintain is not in proper manner. As consider this hotel they
follow up some standards regarding the hotel industry such as;
ISO 14001: 2004 -Environment Management System
ISO 22000: 2005 - Food Safety Management System (HACCP)
Health and Safety Management System: Standards AS/NZS 4801:2001 and

OHSAS 18001: 2007
3.11.1 ISO 14001: 2004 - ENVIRONMENT MANAGEMENT SYSTEM

As well as this hotel is follow the ISO 14001:2004 for environment management system
standard. ISO 14001 was first published in 1996 and specifies the actual requirements for
an environmental management system. It applies to those environmental aspects which
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the organization has control and over which it can be expected to have an influence
Environmental Management System Manual of the company indicates the waste
management procedures that hotel no followed it.
In Documents Management related to ISO 14001 cover in Clause 4.4.5. It is describe the
documentation management procedure should be extended to cover the environmental
aspects of their quality management system. When registering to ISO 14001
organizations will want to ensure that the one to one match between the documented
process and what is actually practiced by the organization. Documents shall be subjected
to procedure to ensure that they can be:
Located
Reviewed
Available at necessary locations
Maintained
Stored when out-of-date
They shall be legible, dated and properly maintained.
3.11.2 ISO 22000: 2005 - FOOD SAFETY MANAGEMENT SYSTEM (HACCP)

When discuss the ISO 22000:2005 for food safety management system cover the food
safety management system where an organization in the food chain needs to demonstrate
its ability to control food safety hazards in order to ensure that food is safe at the time of
human consumption. As hotel they highly concern about that standards because of that
prepare foods in one of the main function in that hotel so, they consider food hygiene
regarding that standard. ISO 22000 is HACCP (Hazard Analysis and Critical Control
Points) System.
The Hazard Analysis and Critical Control Points (HACCP) certification enables you to
demonstrate the commitment to food safety and customer satisfaction, as well as
continuously improving the corporate image and integrating the realities of a changing
world.
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Certification against the HACCP principles enhances the food safety management system
and products quality. It instantly demonstrates the commitment to producing or trading in
safe food, which can be particularly beneficial when hotels are subject to inspection by
regulatory authorities or stakeholders. Demonstrating a real commitment to food safety
can also transform hotels brand and corporate image and act as an effective entry-tomarket tool, opening up new business opportunities around the world.
HACCP is built around seven principles:
Analysis of food hazards: biological, chemical or physical
Identification of critical control points: raw materials, storage, processing,

distribution and consumption
Establishment of critical control limits and preventive measures: for example,

minimum cooking temperature and time
Monitoring of these critical control points
Establishment of corrective actions
Keeping records
Systematic and regular auditing of the system in place by independent third party
certification bodies
ISO 22000 is HACCP (Hazard Analysis and Critical Control Points) System it describe
clause 4.2.2 control of documents. HACCP related documents are hazard analysis and
written HACCP plan, and records documenting the monitoring of critical control points,
critical limits, verification activities, and the handling of processing deviations. In
addition to that there are four types of records should be kept as part of the HACCP
program
Support documentation for developing the HACCP plan
Records generated by the HACCP system
Documentation of methods and procedures use
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Records of employee training programs
3.11.3 HEALTH AND SAFETY MANAGEMENT SYSTEM: STANDARDS

AS/NZS 4801:2001 AND OHSAS 18001: 2007
OHSAS 18001 defines a set of occupational health and safety management
system requirements. Organization of all kinds are increasingly concerned with
achieving and demonstrating sound occupational health and safety performance by
controlling their occupational health and safety risks, consistent with their occupational
health and safety policy and objectives.
As an OH&S management system documentation shall include;
The OH&S policy and objectives
Description of the scope of the OH&S management system
Description of the main element of the OH&S management system and their
interaction and reference to related documents.
Document ,including records, required by this OHSAS Standard and
Documents, including records, determined by the organization to be necessary to

ensure the effective planning, operation and control of processes that relate to the
management of its OH&S risk.
As an OH&S management system Clause 4.4.5 presents how to control of documents.

Mainly records are a special type of document and shall be controlled in accordance with
the requirement given in above. The organization shall establish, implement and maintain
a procedure to,
Approve documents for adequacy prior to issue:
Review and update as necessary and re approve documents
Ensure that changes and the current revision status of documents are identified.
Ensure that relevant versions of applicable documents are available at point of use
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Ensure that documents remain legible and readily identifiable.
Ensure that documents of external origin determined by the organization to be

necessary for the planning and operation of the OH&S management system are
identified and their distribution controlled
Prevent the unintended use of obsolete documents and apply suitable

identification to them if they are retained for any purpose.
3.12 ROLE OF FACILITIES MANAGER IN DOCUMENTATION

MANAGEMENT
Document management controls the life cycle of documents in an organization by
determining how they are created, reviewed, and published and how they are ultimately
disposed of or retained. Also it implies that control of information from the top to bottom
of the organization effectively by reflecting the culture of the organization. Today many
document management systems provide a means to incorporate standard physical
document filing practices electronically.
Facilities manager is a person who is going to be a responsible body for well functioning
and well maintaining for all the noncore activities within an organization. Therefore, he
should be a manager competent enough to handle all the tasks assigned on him precisely
and accurately. Therefore, in order to perform hid task vey efficiently, it is vital to give his
contribution to manage documents relevant to his tasks. Therefore mainly he has a
responsibility to manage documentations relevant to his department.
There are Varity of documents in the FM department regarding to core business of and
support services of the organization which transferring daily .Therefore, without out
having a proper documents sorting system it is very difficult to pick up a document from
files in an emergency situation. Thus, the FM has a responsibility to categorize all those
electronic and physical documents and decide which documents should become records.
In manual handling of documentation management he has to keep records in separate files
by labelling. And in computerized documentation management system keep separate
records for ease of update such data.
Facilities Manager should be responsible for the secure storing of official documents
against accidental or premature destruction.When deciding where to store information,
Facility Managers should take several factors into account, such as the type of
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information; financial or health, for example, the need for regular access, and the security
of the storage facility, etc.
In addition to that in documentation management the Facilities Manager has a
responsibility to develop and maintain standard operating procedures, contingency plans,
emergency response procedures, preventive maintenance programs and all technical
documentation by ensuring they are accurate, accessible and clear in terms of individual
accountabilities.
Also, he should work with other executive managers who perform their tasks under FM
department to ensure the document management systems are maintained and developed
and accessible to all who need them. For that he needs to take the commitment of other
executive managers in the department for documentation management process. By doing
that enable to strength the communication with internal and external parties. Also train
them to keep documents and records in proper way.
Facilities manager should responsible to introduce flexible and clear documentation
management techniques and strategies to achieve departmental organizational goals
easily. Therefore to increase the knowledge and awareness of low level workers in
documentation management strategies he has a responsibility to conducting adequate
training sessions and brainstorming sessions etc. In addition to that facilities manager is
responsible to introduce international standards regarding documentation management
such as ISO 9001 standard and implement and maintain it within the organization
Hence, as described above Facilities Manager is essential to the success of documents
management system in the organization.
3.13 FACILITIES MANAGEMENT RELATED DOCUMENTS

3.13.1 ENGINEERING DEPARTMENT
Standards procedures and policies

Check lists
Engineering manuals
Log sheets (chiller log sheet, boiler log sheet)
Catalogues
Operation and maintenance manual

Utility bills
Technical drawings
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Audit reports
Architectural drawings
Structural drawings
Installation manuals
Work instructional book
warranty information
Completion certificates
Material safety data sheets
Test certificates ( boiler license)
3.13.2 HOUSEKEEPING DEPARTMENT
Housekeeping manuals
Room boy reports
Supervisor reports
Occupancy reports
Room attendant reports
Laundry machine catalogues
3.13.3 FOOD AND BEVERAGE DEPARTMENT
Menu cards
Food safety management manual
ISO 22000 certificate
HACCP plan
3.13.4 PURCHASING DEPARTMENT
Purchasing request
Good Received note
Purchasing order
Supplier lists
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3.13.5 SECURITY DEPARTMENT
Safety instructions documents
Safety policy
Safety rules
Safety plan
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4 ISSUES IN THE EXISTING DOCUMENTATION

MANAGEMENT SYSTEM OF HOTEL AND
SUGGESTIONS FOR IMPROVEMENTS
Due to not having a proper ISO standards and quality management in the hotel there are
certain drawbacks which minimized the efficiency and effectiveness of the organization.
They have been mentioned under several topics as follows.
4.1 ISSUES IN THE INTERNAL AND EXTERNAL

COMMUNICATION OF THE ORGANIZATION
In a hotel it is vital to keep continuous line of internal and external communication within
stakeholders of the organization such as the owners, managers, employees as well as
external stake holders as customers, service providers, government and regulatory
bodies .Due to having a improper documentation management system in hotel there are
some obstructions in communication system. The internal stake holder s are the parties
who always needs information about the hotel to make decisions and carry out the
business processes. Therefore always they required reliable information regarding hotels
business processes. As well as the external parties also require adequate information
about the hotel to for their variety of purposes. All those parties hope to gain such
information from the documents of the hotel. Thus by having a improper documentation
management system there are some conflicts in internal and external communication.
Therefore it is vital to properly maintain documentations to fulfill all others requirements
by minimizing obstructions.
To overcome from that issue it is vital to implement and maintain ISO 9000 quality
management system standard or proper documentation management system to the hotel to
carry out the internal and external communication process of the hotel continuously
without any disturbances. In the other hand the documents can be transfer to the internal
and external parties through computerized documentation management system efficiently.
By using mailing and faxing methods can be communicate the information in the
documents to other parties quickly. Other than that can be keep a good communication
among the stake holders by keeping records manually in a standard way. By
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implementation best documentation management practices such as 5s concept can be

keep records and documents in a proper way. Also it reduces the time to search a
document.
4.2 LOSS THE ORGANIZATIONAL MEMORY AND HISTORY

The hotel does not keep documents regarding the past events properly. Such as technical
drawings and other historical documents .They are not keep their attention to protect such
historical documents. Due to that reason it has become a major problem for them to make
future decisions by referring past information. Also when the appointment of the
newcomer to the organization such as a maintenance engineer need to identify the past
performance of the plants and equipments, technician data maintenance procedure, he has
to face lots of difficulties due loss of such documents that are needed.
To avoid losing of historical data should be implement a proper standard documentation
management system .By introducing proper filing system those historical data can be
protect from misplaced. Other than that those past information can be stored in a
electrical document. Those electrical documents can be stored the information for long
time of years.
4.3 IMPROPER STANDARDIZATION OF THE BUSINESS

PROCESS
By not having a proper documentation management system in the hotel has faced some
conflicts which affects to the standardization of the business process. As a result of the
ineffective standardization of the business activities the hotel losses its image and
reputation especially as the company is in the business of providing hospitality services.
Since there is not a proper document control system, the hotel had to experience on
inconsistent procedure of documentation and it had lead to cause lots of misunderstanding
situations and conflicts.
Therefore it is important to have a proper documentation management system within the
hotel to respond for customer requirements on time. As mentioned above the
computerized documentation management system can maintain and control the
documents of the hotel related activities effectively.
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4.4 DISTURBANCE FOR THE CONTINUAL IMPROVEMENT OF

THE BUSINESS PROCESS RE-ENGINEERING
The term business process reengineering is known as Business process change
management. Since there is no proper documentation management system in the hotel, it
will lead to increase the cost of documentation and other business activities, decrease the
efficiency and effectiveness and finally, the productivity.
Due to poor documentation management, it affect to make some conflicts in the continual
improvement of the business process re-engineering and ultimate it affected to
improvements in cost, quality and services of the hotel. On the other hand it makes some
obstructions to business innovation process of the hotel and as a result they tend to
backward regarding winning of market place.
As a solution can be implement a proper documentation management system according to
the ISO standard. That may assist to improve the quality of the existing documentation
management system and support for business renovation process of the hotel.
4.5 WASTING THE EMPLOYEE WORKING TIMES

By not having a proper documentation management system in the hotel the employees
have to spend more time to search business facts while performing their day-to -day tasks.
Those delayed the overall business performance and obstruct to achieve their business
targets on time. As well as employees became dissatisfaction.
By following documentation management concepts like 5s enable to keep the documents
in relevant places. That may reduce the time for find the required documents among bulk
of documents.
4.6 DIFFICULTIES IN MANAGEMENT DECISION MAKING

Managers are
not provided with adequate and reliable information to support in their
decision making regarding business performance, market position, future business plans,
etc. Due to these facts handling the day-to-day business activities of the organization was
difficult.
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By keeping most important documents related to top management in a computerized

documentation management system can be
enhance the process of getting reliable
information and that may increase the decision making process of the hotel.
Other than that by keeping the documents and records which are directly affect to the
decision making process in separate files manually can enhance the management decision
making process .in addition that it is most important to protect the privacy of such
documents.
4.7 LOSS OF DOCUMENTS

Due to not having a proper documentation management system in the hotel most of the
valuable documents tend to be misplaced by keeping everywhere. That may affect to the
business process of the hotel. Also by repetition of the same document it takes additional
spaces to store such documents.
That issue can be reduce by implementing 5s concept as early mentioned. By introducing
a proper coding system those document files can be reduce misplacements. Also it is
better to keep most of the valuable documents as a soft copy. That may reduce the
chances for loss of documents.
Therefore by following the best practices in documentation management such as 5s
concept and IS0 9000 Quality management system the hotel enables to overcome from
the above described limitations in existing system.
4.8 BENEFITS OF MANAGING DOCUMENTS ACCORDING TO A

PROPER DOCUMENTS MANAGEMENT SYSTEM
The hotel industry is major component within hospitality industry which gives more
contribution to Gross Product Domestic in a country. While Mount Lavinia is a one of a
famous beach hotel in the country should always have to try to wining the competitive
market. In order to that managing entire documents related to their daily activities in a
standard way leads to their success. Thus a proper documentation improves the overall
quality of the business and makes an environment to gain competitive advantages.
Followings are the benefits that can be gain to the hotel by implementing a proper quality
management system.
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4.8.1
LESS TIME CONSUMPTION
By arranging the documents according to a unique system, it takes a less time in

providing services and in referencing the documents. And also employees enable to find
out relevant document in an immediate situation without unnecessarily waiting their
working times.
4.8.2
IMPROVED EFFICIENCY
Proper Document Management helps to improve the efficiency of the hotel in many ways
i.e. by reducing time consumption, organized documents etc. therefore proper
documentation management systems guidelines such as guidelines of ISO 9000 assist to
implement, maintain and control the documentation management of the hotel .also it
helps to improve the business process of the hotel.
4.8.3
FLEXIBLE RETRIEVAL
Computerized documentation management systems reduce the time spending for locating
the document as they can retrieve without leaving a desk. Other parties who need the
same information in a document can also access other systems available from the desktop
at the same time as retrieving documents. With paper-based solutions documents are often
removed from storage and taken back to the desk to access other systems (which can lead
to loss, prevents others finding the same file, can be viewed by others).
4.8.4
CONTROLLED AND IMPROVED DOCUMENT DISTRIBUTION
By implanting a proper documentation management system within the hotel ability to

makes it easy to share documents with internal parties as well as external parties specially
the computerized documentation management system assist to cost saving by reducing
the overheads associated with paper based document distribution, such as printing and
postage and removes the typical delay associated with providing hard copy information.
4.8.5
NO LOST FILES
Lost documents can be expensive and time-consuming to replace. By following a proper

documentation management system within the hotel can be ensure that the trend
of
losing documents is less
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4.8.6
EASY REFERENCE
According to the Quality Management Systems, documents of the organization have been
appropriately organized and structured in a proper manner
4.8.7
EASE OF THE DECISION MAKING PROCESS
The benefits generate by the good documentation improves the decision making process
and ultimately improve the management process and help to gain the competitive
advantages.
4.8.8
EASE THE LEGAL PROCESSES
Businesses always engage in legal processes and the disputes. Documents assist in legal
process by providing written evidence. If an organization has well managed documents
procedure, it helps in legal activities.
4.9 IDENTIFICATION OF NON VALUE ADDED EXCESSIVE

DOCUMENTS
The Mount Lavinia hotel has been maintaining several non value added excessive
documents where the space can be utilized for other functions which generate revenue to
the hotel.
4.9.1
BOOK-KEEPING RECORDS AND ACCOUNTS
Some of these accounting and night audit reports are twenty year old records which are
not useful to take business decisions in the current economic situation. These data can be
computerized if essential which minimises the space consumed by bulky files and papers.
4.9.2
QUOTATIONS AND TENDERS
The hotel has not removed old and rejected quotations, tender documents and bidding
documents where some of them have been rejected five years back. Purchase orders,
purchase requisitions, Goods receiving notes which are quite old are still kept.
Maintenance of these documents is waste of resources.
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4.9.3
MAINTENANCE RECORDS
Records regarding maintenance and operation of critical equipment are health to maintain
throughout their lifetime. Even though long term record-keeping of non critical
equipment, disposed plant and equipment are not vital in decision making.
4.9.4
PERSONAL FILES
The personnel files of the employees who have resigned several years ago are still kept at
Human Resources department. Since these details are recorded at Labour department of
Sri Lanka, there is no need of keeping personnel files of old employees.
4.9.5
FUNCTION SHEETS
The banquet office of Mount Lavinia hotel maintains all the details regarding functions up
to previous five years. This period can be reduced to one year and dispose unnecessary
documents and records.
4.10 IMPORTANT NON AVAILABLE DOCUMENTS RELATED TO

FACILITIES MANAGEMENT
4.10.1 ASSET REGISTER
There are three departments mainly involved in managing the asset portfolio of the hotel;
Financial, Purchasing/stores and Engineering department. A data base for keeping the
information of assets in the organization is vital. There should be a code system for the
identification of all the assets. The computerised asset register must included all the
necessary information of assets within the building such as value, asset category, supplier,
purchase date, tax, depreciation, useful life time, residual value, location.
4.10.2 ANNUAL MAINTENANCE SCHEDULE
A maintenance schedule is a plan or schedules those details when works, either major or
minor, will be completed. These works can be required simply because of the age of the
hotel or due to inability to adequately maintain the cleaning and structural condition of
the premises. The maintenance schedule helps to forecast the maintenance activities
involved with all the plant and equipment and assign manpower accordingly through the
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year. It prevents chaos of plant and ensure smooth run of the hotel. Microsoft Project can
be used to prepare these schedules.
4.10.3 MEP DRAWINGS
Number of drawings such as architectural, electrical distribution, fire alarm system, fire
hydrant system and water supply system of the hotel are not competent enough to provide
accurate information. Because the utilities which have been introduced throughout last
few decades have not been updated in drawings. Some drawings are misplaced and torn.
These information should be immediately updated and hardcopies of the drawings can be
computerised with software such as AutoCAD.
4.10.4 FIRE EVACUATION PLAN
One of the important facilities management related documents are fire evacuation plan
and other risk related documents such as safety precautions regarding maintenance of
fatal equipment. Standard procedures should be introduced to increase safety.
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CONCLUSIONS
Globalization means that workplaces are ever more geographically dispersed. This means
that documents are also used more than ever by people in several countries and continents
for communicating and collaborating. A well-designed document management system
promotes finding and sharing information easily. It organizes content of the details in a
logical way, and makes it easy to standardize and it promotes well knowledge
management in the organization.
The importance of documentation in quality management systems is an important part of
running any successful business or organization to make sure that the organization always
has clear precise documentation for every single important transaction, process, and
action that takes place. This will allow having a clear reference point whenever anything
is in question.
Facilities manager is a person who is going to be a responsible body for well functioning
and well maintaining for all the noncore activities within an organization. The Facilities
Manager plays an important role in the management of documents of an organization to
achieve its service delivery objectives by providing efficient support services to carry out
the core business. To implement proper standards in the organization it is crucial to get
the contribution of Facilities Manager while implementing proper documentation
management practices.
The main objective of this course work was to identify and illustrate the documentation
management system and quality management procedures of a selected organization.
Through the selected organization, we were able to study the existing quality management
and documents management procedure and analyze the current situation with proposals
for further improvements. Ultimately it can be mentioned that documentation
management is a vital organizational process which increases productivity, profitability
and customer satisfaction.
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REFERENCES
International Organization for Standardization (ISO), 2004.Taking the first in

environmental management, USA:ISO
John Kinsella, (1994), ISO 14001 standard for environmental management

(online).
SCS
Engineers.
Available
from:
http://emshsms.com/Docs/ISOStandards.pdf [29th September 2010].
Sri Lanka Standard institution (SLSI), 2004. SLS ISO 14001: 2004:
Environmental management systems: requirements with guidance for use.
Colombo: SLSI.
Sri Lanka Standard institution (SLSI), 2004. SLS ISO 22000: 2004: Foods Safety
management systems: requirements with guidance for use. Colombo: SLSI.
Sri Lanka Standard institution (SLSI), 2004. SLS ISO 9001: 2008: Quality
Management systems: requirements with guidance for use. Colombo: SLSI.
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ACKNOWLEDGEMENT

First of all we would like to thank Mr. Indunil

Best Practices for Documentation Management

WHAT IS DOCUMENTATION MANAGEMENT...........................................................................................2

THE ELEMENTS OF A DOCUMENT MANAGEMENT SYSTEM.....................................................................3

THE PLANNING PROCESS......................................................................................................................3

DOCUMENT MANAGEMENT PROCESS....................................................................................................5

IMPORTANCE OF DOCUMENTS MANAGEMENT......................................................................................6

INTERNATIONAL MANAGEMENT SYSTEM STANDARDS AND THE REQUIREMENTS FOR DOCUMENTS

IDENTIFICATION OF KEY BUSINESS AND SUPPORT PROCESSES......................................9

OVERVIEW OF THE MOUNT LAVINIA HOTEL..........................................................................................9

PROCESS MAPS WITH THE INTERACTION OF BUSINESS AND SUPPOERT PROCESSES...........................11

INTERNAL FLOW DIAGRAMS OF KEY BUSINESS PROCESS WITH DEPARTMENTAL INTERACTION........16

IDENTIFICATION OF CURRENT DOCUMENTATION PRACTICE.......................................19

DUTIES OF RESPONSIBLE PARTIES.....................................................................................................19

PROCESS OF HANDLING DOCUMETS IN HOTEL....................................................................................20

PROCEDURE FOR APPROVAL OF DOCUMENTS...................................................................................21

HUMAN RESOURCE DEPARTMENT.....................................................................................................21

FOOD AND BEVERAGE DEPARTMENT................................................................................................26

3.10 FINANCE DEPARTMENT.....................................................................................................................28

CURRENT DOCUMENTATION PRACTICE STANDARDS IN

MOUNT LAVINIA HOTEL...............................28

ROLE OF FACILITIES MANAGER IN DOCUMENTATION MANAGEMENT...................................................32

FACILITIES MANAGEMENT RELATED DOCUMENTS..............................................................................33

ISSUES IN THE EXISTING DOCUMENTATION MANAGEMENT SYSTEM OF HOTEL

AND SUGGESTIONS FOR IMPROVEMENTS......................................................................................36

ISSUES IN THE INTERNAL AND EXTERNAL COMMUNICATION OF THE ORGANIZATION.......................36

LOSS THE ORGANIZATIONAL MEMORY AND HISTORY......................................................................37

IMPROPER STANDARDIZATION OF THE BUSINESS PROCESS..............................................................37

Department of Building Economics

Best Practices for Documentation Management

DISTURBANCE FOR THE CONTINUAL IMPROVEMENT OF THE BUSINESS PROCESS RE-ENGINEERING

WASTING THE EMPLOYEE WORKING TIMES................................................................................38

DIFFICULTIES IN MANAGEMENT DECISION MAKING..........................................................................38

BENEFITS OF MANAGING DOCUMENTS ACCORDING TO A PROPER DOCUMENTS MANAGEMENT SYSTEM .......39

IDENTIFICATION OF NON VALUE ADDED EXCESSIVE DOCUMENTS......................................................41

4.10 IMPORTANT NON AVAILABLE DOCUMENTS RELATED TO FACILITIES MANAGEMENT....................42

Department of Building Economics

Best Practices for Documentation Management

Department of Building Economics

Best Practices for Documentation Management

Department of Building Economics

Best Practices for Documentation Management

1.2 THE ELEMENTS OF A DOCUMENT MANAGEMENT SYSTEM

What template to use for each type of document.

What metadata to provide for each type of document.

Where to store a document at each stage of its life cycle.

How to control access to a document at each stage of its life cycle.

How to move documents within the organization as team members contribute to

What policies to apply to documents so that document-related actions are audited,

Whether a document has to be converted from one format to another as it moves

How documents are treated as corporate records, which must be retained

1.3 THE PLANNING PROCESS

IDENTIFY DOCUMENT MANAGEMENT ROLES

ANALYZE DOCUMENT USAGE

Department of Building Economics

Best Practices for Documentation Management

PLAN THE ORGANIZATION OF DOCUMENTS

PLAN HOW CONTENT MOVES BETWEEN LOCATIONS

PLAN CONTENT TYPES

PLAN CONTENT CONTROL

Department of Building Economics

Best Practices for Documentation Management