hospitality service as science and art: service design from 100 years ago
DESCRIPTION
Slides for presentation I gave at the first Service Design in Tourism Conference in Innsbruck, Austria, August 23-24, 2012 Effort to understand service design as both art and science. Builds off the ideas I wrote in a Touchpoint article: Lee, K. “Hospitality Service as Science and Art: The Luxury Hotel Idea from a Century Ago.” Touchpoint, Vol. 4, No. 1, Spring 2012: 26-31. Touchpoint information: http://www.service-design-network.org/read/touchpoint-shop/TRANSCRIPT
INTRODUCTION
©2012 KIPUM LEE PAGE 1
HOSPITALITY SERVICE AS SCIENCE AND ART:
Kipum [email protected] Special thanks to:
Service Design in Tourism ConferenceInnsbruck, AustriaAugust 23-24, 2012
Service Design from 100 Years Ago
©2012 KIPUM LEE PAGE 2
THE 2ND INDUSTRIAL REVOLUTIONSERVICES & THE LEISURE CLASS
INTRODUCTION.
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INTRODUCTION
FROM MENLO PARK TO DESIGN THINKING.
FROM LESLIE’S WEEKLY, JAN 1880.
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INTRODUCTION
PRODUCTION: FROM FARMING TO FACTORY.
NCSU LIBRARIES DIGITAL COLLECTIONS. SHORPY HISTORICAL PHOTO ARCHIVES.
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INTRODUCTION
POWER LOOM.
HUTTON WEBSTER’S MODERN EUROPEAN HISTORY, 1920.
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INTRODUCTION
IMPACT OF PRODUCTION: LEISURE CLASS.
FREDERICK W. TAYLOR’S “PRINCIPLES OF SCIENTIFIC MANAGEMENT,” MAR 1915.
“The one great thing that marks the improvement of this world is measured by the enormous increase in output of the individuals in this world ... that gives us opportunity for shorter hours, for better education, for amusement, for art, for music, for everything that is worthwhile in this world ... the working men of today live better than the king did three hundred years ago.”
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INTRODUCTION
PRODUCTION = GOODS + SERVICE SECTOR.
DAVID LANDES’ THE UNBOUND PROMETHEUS, 1969, P. 1.
Landes argues that this higher quality of life “created new wants and made possible new satisfactions, which led to a spectacular flowering of those businesses that cater to human pleasure and leisure: entertainment, travel, hotels, restaurants, and so on ... this administrative and service sector of the economy grew more rapidly than industry itself.”
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INTRODUCTION
KODAK: “YOU PRESS THE BUTTON, WE DO THE REST.”
FROM COOK’S EXCURSIONIST AND TOURIST ADVERTISER, FEB 1892. GREAT ACCOUNT OF THIS STORY GIVEN IN SUBJECT TO CHANGE, 2008, PP. 4-7.
©2012 KIPUM LEE PAGE 9
INTRODUCTION
TECHNOLOGY’S DOUBLE MEANING.
JOHN DEWEY’S “BY NATURE AND BY ART,” THE JOURNAL OF PHILOSOPHY, 1944, P. 285.
“The scientific revolution may be said to have been initiated when investigators borrowed apparatus and processes from the industrial arts and used them as means of obtaining dependable scientific data.”
ART OF SCIENCESCIENCE DEPENDS ON ART
SCIENCE OF ARTART DEPENDS ON SCIENCE
“[before an art dependent on science] ... production ... was marked by imitation and by following established models and precedents. Innovation and invention were accidental rather than systematic.”
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INTRODUCTION
SERVICE DESIGN’S DOUBLE INTERPRETATIONS.
“Even an order for a glass of milk or a piece of toast sets in motion considerable intricate machinery and requires the attention of three or four persons other than those directly employed in filling the order itself.”
SERVICE DELIVERYUSA
GUEST EXPERIENCEEUROPE
“The inn-keeper’s instinct for knowing exactly what is wantedwithout being told is more highly developed over there (in Europe). They have been at it for so many more generations.”
JESSE LYNCH WILLIAMS, “A GREAT HOTEL,” SCRIBNER’S MAGAZINE, FEB 1897, P. 152. SCRIBNER’S MAGAZINE, P. 158.
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HOTEL AS WELL-OILED MACHINEHIDE : REVEALLODGING, DINING, PLAYING
THE SCIENCE OF HOSPITALITY: SERVICE DELIVERY.
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HOTEL AS A WELL-OILED MACHINE.
HIDE : REVEAL
SERVICE AS SCIENCE
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ON SYSTEMS OF SERVICE DELIVERY.
“It is part of the hotel business to hide all these things from view ... The work of a hotel is divided sharply into two main parts, called by those in the business the” front” and the” back” of the house. Though the front is five or six times as large as the back, the back employs five or six times as many persons.”
SERVICE AS SCIENCE
JESSE LYNCH WILLIAMS, “A GREAT HOTEL,” SCRIBNER’S MAGAZINE, FEB 1897, P. 140, 143.
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LODGING: WASH ROOM.
FROM SCRIBNER’S MAGAZINE, FEB 1897.
SERVICE AS SCIENCE
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LODGING: HAND-IRONING ROOM.
SERVICE AS SCIENCE
FROM SCRIBNER’S MAGAZINE, FEB 1897.
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LODGING: MACHINE IRONING.
SERVICE AS SCIENCE
FROM SCRIBNER’S MAGAZINE, FEB 1897.
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DINING: IN THE KITCHEN.
SERVICE AS SCIENCE
FROM SCRIBNER’S MAGAZINE, FEB 1897.
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DINING: “CHECKERS” FOR DINING PREPARATION.
SERVICE AS SCIENCE
FROM SCRIBNER’S MAGAZINE, FEB 1897.
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GUEST’S ACTIONS IN DINING ROOM
WAITER’S RESPONSIBILITY
CASHIER’S RESPONSIBILITY
CHECKER’S RESPONSIBILITIES
AT KITCHEN ENTRANCE
GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.
frontstage interactions
backstage interactions
COOK’S RESPONSIBILITIES
AT KITCHEN COOKING AREA
GUEST ORDERS MEAL
SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE
©2012 KIPUM LEE PAGE 20
GUEST’S ACTIONS IN DINING ROOM
WAITER’S RESPONSIBILITY
CASHIER’S RESPONSIBILITY
CHECKER’S RESPONSIBILITIES
AT KITCHEN ENTRANCE
GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.
frontstage interactions
backstage interactions
COOK’S RESPONSIBILITIES
AT KITCHEN COOKING AREA
GUEST ORDERS MEAL
CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.
CHECKER FILES ORIGINAL ORDER.
WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.
SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE
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GUEST’S ACTIONS IN DINING ROOM
WAITER’S RESPONSIBILITY
CASHIER’S RESPONSIBILITY
CHECKER’S RESPONSIBILITIES
AT KITCHEN ENTRANCE
GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.
frontstage interactions
backstage interactions
COOK’S RESPONSIBILITIES
AT KITCHEN COOKING AREA
GUEST ORDERS MEAL
CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.
CHECKER FILES ORIGINAL ORDER.
WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.
CHECKER THEN REMOVES ONE PART TO FILE IT AND HANDS REST TO WAITER.
WAITER TAKES APPROVED BILL TO THE COOK.
COOK PREPARES MEAL.
SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE
©2012 KIPUM LEE PAGE 22
GUEST’S ACTIONS IN DINING ROOM
WAITER’S RESPONSIBILITY
CASHIER’S RESPONSIBILITY
CHECKER’S RESPONSIBILITIES
AT KITCHEN ENTRANCE
GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.
frontstage interactions
backstage interactions
COOK’S RESPONSIBILITIES
AT KITCHEN COOKING AREA
GUEST ORDERS MEAL
CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.
CHECKER FILES ORIGINAL ORDER.
WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.
CHECKER THEN REMOVES ONE PART TO FILE IT AND HANDS REST TO WAITER.
WAITER TAKES APPROVED BILL TO THE COOK.
COOK PREPARES MEAL.
CHECKER INSPECTS ORDER ON WAY TO THE DINING ROOM AND CHECKS EACH ITEM OFF ON THE BILL.
WAITER ON ROUTE TO DINING ROOM WITH MEAL AND BILL BUT FIRST MUST STOP FOR INSPECTION (FOOD CANNOT ENTER DINING ROOM WITHOUT CHECKER’S INSPECTION).
SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE
©2012 KIPUM LEE PAGE 23
GUEST’S ACTIONS IN DINING ROOM
WAITER’S RESPONSIBILITY
CASHIER’S RESPONSIBILITY
CHECKER’S RESPONSIBILITIES
AT KITCHEN ENTRANCE
GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.
frontstage interactions
backstage interactions
COOK’S RESPONSIBILITIES
AT KITCHEN COOKING AREA
GUEST ORDERS MEAL
CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.
CHECKER FILES ORIGINAL ORDER.
WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.
CHECKER THEN REMOVES ONE PART TO FILE IT AND HANDS REST TO WAITER.
WAITER TAKES APPROVED BILL TO THE COOK.
COOK PREPARES MEAL.
CHECKER INSPECTS ORDER ON WAY TO THE DINING ROOM AND CHECKS EACH ITEM OFF ON THE BILL.
WAITER ON ROUTE TO DINING ROOM WITH MEAL AND BILL BUT FIRST MUST STOP FOR INSPECTION (FOOD CANNOT ENTER DINING ROOM WITHOUT CHECKER’S INSPECTION).
GUEST RECEIVES ORDER AND ENJOYS MEAL.
GUEST RECIEVES ORDER AND EATS
SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE
©2012 KIPUM LEE PAGE 24
GUEST’S ACTIONS IN DINING ROOM
WAITER’S RESPONSIBILITY
CASHIER’S RESPONSIBILITY
CHECKER’S RESPONSIBILITIES
AT KITCHEN ENTRANCE
GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.
frontstage interactions
backstage interactions
COOK’S RESPONSIBILITIES
AT KITCHEN COOKING AREA
GUEST ORDERS MEAL
CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.
CHECKER FILES ORIGINAL ORDER.
WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.
CHECKER THEN REMOVES ONE PART TO FILE IT AND HANDS REST TO WAITER.
WAITER TAKES APPROVED BILL TO THE COOK.
COOK PREPARES MEAL.
CHECKER INSPECTS ORDER ON WAY TO THE DINING ROOM AND CHECKS EACH ITEM OFF ON THE BILL.
WAITER ON ROUTE TO DINING ROOM WITH MEAL AND BILL BUT FIRST MUST STOP FOR INSPECTION (FOOD CANNOT ENTER DINING ROOM WITHOUT CHECKER’S INSPECTION).
GUEST RECEIVES ORDER AND ENJOYS MEAL.
GUEST RECIEVES ORDER AND EATS GUEST CONFIRMS COST AND PAYS
ITEMIZED BILL PRESENTED TO GUEST FOR EXAMINATION. PAYMENT THEN TAKEN TO THE CASHIER.
SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE
©2012 KIPUM LEE PAGE 25
GUEST’S ACTIONS IN DINING ROOM
WAITER’S RESPONSIBILITY
CASHIER’S RESPONSIBILITY
CHECKER’S RESPONSIBILITIES
AT KITCHEN ENTRANCE
GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.
frontstage interactions
backstage interactions
COOK’S RESPONSIBILITIES
AT KITCHEN COOKING AREA
GUEST ORDERS MEAL
CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.
CHECKER FILES ORIGINAL ORDER.
WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.
CHECKER THEN REMOVES ONE PART TO FILE IT AND HANDS REST TO WAITER.
WAITER TAKES APPROVED BILL TO THE COOK.
COOK PREPARES MEAL.
CHECKER INSPECTS ORDER ON WAY TO THE DINING ROOM AND CHECKS EACH ITEM OFF ON THE BILL.
WAITER ON ROUTE TO DINING ROOM WITH MEAL AND BILL BUT FIRST MUST STOP FOR INSPECTION (FOOD CANNOT ENTER DINING ROOM WITHOUT CHECKER’S INSPECTION).
GUEST RECEIVES ORDER AND ENJOYS MEAL.
GUEST RECIEVES ORDER AND EATS GUEST CONFIRMS COST AND PAYS
ITEMIZED BILL PRESENTED TO GUEST FOR EXAMINATION. PAYMENT THEN TAKEN TO THE CASHIER.
CASHIER GIVES LITTLE STUB TO WAITER WITH CHANGE.
CASHIER FILES BIG PART OF BILL.
SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE
©2012 KIPUM LEE PAGE 26
GUEST’S ACTIONS IN DINING ROOM
WAITER’S RESPONSIBILITY
CASHIER’S RESPONSIBILITY
CHECKER’S RESPONSIBILITIES
AT KITCHEN ENTRANCE
GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.
frontstage interactions
backstage interactions
COOK’S RESPONSIBILITIES
AT KITCHEN COOKING AREA
GUEST ORDERS MEAL
CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.
CHECKER FILES ORIGINAL ORDER.
WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.
CHECKER THEN REMOVES ONE PART TO FILE IT AND HANDS REST TO WAITER.
WAITER TAKES APPROVED BILL TO THE COOK.
COOK PREPARES MEAL.
CHECKER INSPECTS ORDER ON WAY TO THE DINING ROOM AND CHECKS EACH ITEM OFF ON THE BILL.
WAITER ON ROUTE TO DINING ROOM WITH MEAL AND BILL BUT FIRST MUST STOP FOR INSPECTION (FOOD CANNOT ENTER DINING ROOM WITHOUT CHECKER’S INSPECTION).
GUEST RECEIVES ORDER AND ENJOYS MEAL.
GUEST RECIEVES ORDER AND EATS GUEST CONFIRMS COST AND PAYS
ITEMIZED BILL PRESENTED TO GUEST FOR EXAMINATION. PAYMENT THEN TAKEN TO THE CASHIER.
CASHIER GIVES LITTLE STUB TO WAITER WITH CHANGE.
CASHIER FILES BIG PART OF BILL.
GUEST RECEIVES CHANGE AND TIPS
GUEST RECEIVES CHANGE.
GUEST TIPS WAITER.
WAITER POCKETS REMAINING STUB FOR REFERNCE.
SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE
©2012 KIPUM LEE PAGE 27
GUEST’S ACTIONS IN DINING ROOM
WAITER’S RESPONSIBILITY
CASHIER’S RESPONSIBILITY
CHECKER’S RESPONSIBILITIES
AT KITCHEN ENTRANCE
GUEST MUST ORDER IN WRITING, SIGN IT, AND HAND IT TO THE WAITER.
frontstage interactions
backstage interactions
COOK’S RESPONSIBILITIES
AT KITCHEN COOKING AREA
GUEST ORDERS MEAL
CHECKER MAKES ITEMIZED COPY WITH WAITER’S NUMBER AT TOP. THEN MAKES TWO SUMMARIZED MEMORANDA ON STUBS AT EITHER SIDE OF BILL AND STAMPS EACH PART.
CHECKER FILES ORIGINAL ORDER.
WAITER TAKES ORDER TO A “CHECKER” WHOSE DESK IS ON ROUTE TO AND FROM KITCHEN.
CHECKER THEN REMOVES ONE PART TO FILE IT AND HANDS REST TO WAITER.
WAITER TAKES APPROVED BILL TO THE COOK.
COOK PREPARES MEAL.
CHECKER INSPECTS ORDER ON WAY TO THE DINING ROOM AND CHECKS EACH ITEM OFF ON THE BILL.
WAITER ON ROUTE TO DINING ROOM WITH MEAL AND BILL BUT FIRST MUST STOP FOR INSPECTION (FOOD CANNOT ENTER DINING ROOM WITHOUT CHECKER’S INSPECTION).
GUEST RECEIVES ORDER AND ENJOYS MEAL.
GUEST RECIEVES ORDER AND EATS GUEST CONFIRMS COST AND PAYS
ITEMIZED BILL PRESENTED TO GUEST FOR EXAMINATION. PAYMENT THEN TAKEN TO THE CASHIER.
CASHIER GIVES LITTLE STUB TO WAITER WITH CHANGE.
CASHIER FILES BIG PART OF BILL.
GUEST RECEIVES CHANGE AND TIPS
GUEST RECEIVES CHANGE.
GUEST TIPS WAITER.
WAITER POCKETS REMAINING STUB FOR REFERNCE.
AT THE END OF 24 HOURS, THE THREE MEMORANDA ALONG WITH THE ORIGINAL ORDER IN THE GUEST’S HANDWRITING ALL COME TOGETHER IN THE AUDITING OR COMPTROLLER’S DEPARTMENT WHERE THEY ARE COMPARED FOR THE PURPOSE OF DISCLOSING POSSIBLE DISCREPANCIES.
SERVICE SCIENCE IN TYPICAL AMERICAN HOTEL CIRCA 1890s, ©2012 KIPUM LEE
©2012 KIPUM LEE PAGE 28
PLAYING: TECHNOLOGIES INSIDE THE HOTEL.
SERVICE AS SCIENCE
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HOTEL AS UNIQUE ENVIRONMENTORDINARY : EXTRAORDINARYLODGING, DINING, PLAYING
THE ART OF HOSPITALITY: GUEST EXPERIENCES.
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HOTEL AS AN ENVIRONMENT.
ORDINARY : EXTRAORDINARY
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ON TRANSFORMING THE ORDINARY AN EXPERIENCE.
“To me, no matter what the food, be it omelette or roast pheasant, it is improved – actually, in taste! – if it is well presented and well served ... The shape and size and fineness of the glass, the manner of the waiter as he pours the wine, all contribute to the ultimate enjoyment of the taste.”
MARIE LOUIS RITZ, CÉSAR RITZ: HOST TO THE WORLD , 1938, P. 112.
SERVICE AS ART
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LODGING: THE IDEA OF THE RESORT HOTEL.
SERVICE AS ART
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Caviar d’Esturgeon.Kroupnick Polonaise.
Consommé Viveur Glacé en Tasse.Timbale de Homards à l’Américaine.
Suprême de Triute Saumonée à la Gelée de Chambertin.Aiguillette de Jeune Caneton à l’Ambassade.
Courgettes à la Serbe.Selle de Veau Braisée à l’Orloff.Petits Pois. Carottes à la Crème.Pommes Mignonette Persillées.
Soufflé de Jambon Norvégienne.Ortolans Doubles au Bacon.
Cœurs de Laitues.Asperges Géantes de Paris, Sauce Hollandaise.
Pêches des Gourmets.Friandises.
Mousse Romaine.Tartelettes Florentine.
Corbeille de Fruits.
VINS.Gonzalez Coronation Sherry.
Berncastler Doctor, 1893.Châtean Duhart Milon, 1875.
Heidsieck Dry Monopole, 1898.G. H. Mumm, 1899.Croft’s Port, 1890.
La Grande Marque Fine, 1848.
MENUTHE HOTEL RITZ, LONDON, JUNE 1912
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PLAYING: HOTEL AS A PUBLIC HUB & SOCIAL INSTITUTION.
SERVICE AS ART
LA GALERIE DES MACHINES ÉLECTRIQUES, PARIS EXPOSITION 1900.
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THE SHOCK OF THE OLDTOWARDS A NEW THEME
SO WHAT?
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CONCLUSIONOLD THEME
MAKING CONNECTIONS.
©2003 THE MCGRAW-HILL COMPANIES
HIDE : REVEAL :: ORDINARY : EXTRAORDINARY
©2012 KIPUM LEE PAGE 37
HIDE : REVEAL :: ORDINARY : EXTRAORDINARY
THEME FROM HISTORY.
SCIENCE
BackstageApersonalSystemsCodified
CONCLUSIONOLD THEME
AvailableOperativeEmployeesRoutined
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HIDE : REVEAL :: ORDINARY : EXTRAORDINARY
THEME FROM HISTORY.
ART
CONCLUSIONOLD THEME
FrontstageFace-to-faceFrontline staffLearned
Always on with no boundariesActiveEmpowered associatesImprovised
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HIDE : REVEAL :: ORDINARY : EXTRAORDINARY
THEME FROM HISTORY.
ARTSCIENCE
BackstageApersonalSystemsCodified
FrontstageFace-to-faceFrontline staffLearned
AvailableOperativeEmployeesRoutined
Always on with no boundariesActiveEmpowered associatesImprovised
CONCLUSIONOLD THEME
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A NEW THEME: INTEGRATING SCIENCE & ART OF HOSPITALITY.
HIDE : REVEAL :: ORDINARY : EXTRAORDINARY
SCIENCE & ART
CONCLUSIONNEW THEME
©2012 KIPUM LEE PAGE 41
CONCLUSIONNEW THEME
INAMO PAN-ASIAN RESTAURANT IN ENGLAND USING E-TABLE TECHNOLOGY. PIC FROM HTTP://HAPPYHOMEMAKERUK.BLOGSPOT.CO.AT.
WHAT IF THAT WHICH IS REVEALED BECOMES MORE ORDINARY?
©2012 KIPUM LEE PAGE 42
HIDE : REVEAL :: ORDINARY : EXTRAORDINARY
ART & SCIENCE
CONCLUSIONNEW THEME
A NEW THEME: INTEGRATING SCIENCE & ART OF HOSPITALITY.
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CONCLUSIONNEW THEME
INSIDE AN APPLE MACPRO.
WHAT IF THAT WHICH IS HIDDEN BECOMES MORE EXTRAORDINARY?
©2012 KIPUM LEE PAGE 44
HIDE : REVEAL :: ORDINARY : EXTRAORDINARY
ART & SCIENCE
SCIENCE & ART
CONCLUSIONNEW THEME
A NEW THEME: INTEGRATING SCIENCE & ART OF HOSPITALITY.