酒店业的六西格玛.pptxVIP

Why Six Sigma @ Starwood We Think We’re Different !oday, if 2.5? (84% yield) then 10 dissatisfied customers every day, every property!Why Six SigmaComplex, multi-step processStarwood = 25 Million Guests AnnuallyIf 99%, then 90% yield 9 dissatisfied per property every dayIf 99.9997% then, 99.997% yield 10 dissatisfied per property every year99% x99% x99% x99% x99% x99% x99% x99% x99% x99% =90% Wide variability of performance to customer expectations in core processes across business: Major opportunity Major riskNo common method for sustaining, leveraging and transferring innovation across Starwood Lack of robust processes to sustain above average EBITDA growth rates: Internal view that Starwood doesn’t systematically support collaboration, process improvement, people development, and best practice sharing.“Case for Change” The Case for Change:Guest Satisfaction - 25 Million GuestsGlobal GSI Composite“Highly Satisfied” = 3 - 6 xmore staysvs. “satisfied”OpportunitySatisfied customers= $2bn+ RevenueBillions of revenue from increased satisfaction“Dissatisfied customers” tell 8 - 10 people...… “internet” allows dissatisfied customers to broadcast to thousands of people20,250,000 people aware of dissatisfactionBillions of potentially negative impressions Zagats Expedia Travelocity EThreatSatisfied41%Highly Satisfied50%Dissatis.9%If not “highly satisfied”, then customers defect for price or location.12,500,000 “at risk” customersProvide Customers Compelling Reason To Return What Is Six Sigma? You listen to the customer. . You get the facts . . .You eliminate non-value added work . . .You give the customer what she wants – consistently !Six Sigma: What’s not to like? The FoundationSix Sigma is …Voice of the Customer - Measure: - Goal: System of management: To Benefit the Business its Customers, Associates and Owners How well we are meeting the Customers requirementsCritical to Quality MeasuresDefine the cap