【酒店资料】酒店业的六西格玛资料.ppt

Why Six Sigma @ Starwood We Think We’re Different ! The Case for Change:Guest Satisfaction - 25 Million Guests What Is Six Sigma? Six Sigma: What’s not to like? The Foundation Customer is any person or organization that receives a product or service (Output) from our work activities (Process) Six Sigma Approach Projects Six Sigma: What It Is Not! Six Sigma Roles Six Sigma Roles: Black Belts Work with property leadership to identify opportunities Mobilize the team members and others in the property Coach/train team members in Six Sigma methods “just-in-time” Identify implementation success barriers work with others to overcome Recommend Pilot with the team innovative business process improvements Achieve and capture measurable financial guest loyalty results; complete 3 to 8 projects annually, depending on size, complexity resources Six Sigma Roles: Master Black Belt Support, challenge guide project selection through the Six Sigma Council (e.g., what projects should property work on). Leadership, direction, guidance support to AMD, VP’s GM’s relating to Six Sigma Coach consult to Black Belts, apply Six Sigma methods in area of responsibility (area, division, or corporate) Analytical “horsepower”, intellectual curiosity problem solving skills Ensure quality robustness of project integrity team solutions Drive innovation transfer; prevent “reinventing the wheel” Achieve measurable financial and customer loyalty results: complete approximately 15 to 30 projects, depending on size, complexity and resources (approximately $5 -$10MM annually) Training Tools—Black Belt Training Leading Teams DMAIC 1 DMAIC 2 Training Project Software Intranet Tools E:TOOL Power Point Mini Tab Excel Visio Project Other Important Six Sigma Roles Project Sponsors People (many times leadership) within the existing organization most closely associated with a project. They are typically the ones who will gain or lose the most from the project’s success or fail