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1、六个西格玛它是关于使客人高度满意它是关于很好是不够的,要的是最好它是关于流程它是通过流程进行的革新它带来的结果Why Six Sigma为什么是六西格玛Why Six Sigma at Starwood为什么喜达屋实行 六西格玛What Is Six Sigma什么是六西格玛Type of Six Sigma Projects六西格玛项目的种类Six Sigma Organization六西格玛的组织结构Content of Presentation/展示内容为什么是六西格玛Customer Focus 关注客人Six Sigma refers to a goal that, when ach
2、ieved, translates into a nearly perfect experience for every guest, every time 六个西格玛要达成的目标是在每时每刻对每个客人提供完美的体 验In hospitality industry, customer loyalty is driven by ability to stand out as consistently delivering better value at every opportunity 对于旅店业而言,客人的忠诚度是建立在每一次都持续地提供给 客人更好的价值Six Sigma BecauseF
3、inancial Focus 关注财务 Shareholders and owners demand that services be delivered profitably 股东和业主要求服务带来收益Working harder is not the answer . . . need to work smarter 努力工作并不是答案,需要的是更聪明的工作 Attack root-cause of problems, not symptoms 解决问题的根源,而不是表象 Leverage technology (but not technology for technologys sak
4、e) 利用技术(但不是为技术而技术) Innovate solutions 革新的方案 Transfer knowledge and best practices 引进知识和最佳实践Six Sigma BecauseWhos Adopting Six Sigma? 谁谁在采用六西格玛玛General ElectricFederated Dept.JP Morgan ChaseServiceMasterHoneywell (Allied Signal)DuPontJohnson change management(更多的人员参与六西格玛;改变了管理模式) QH deliver significa
5、nt economic benefit(快击带 来显著的经济 效益) Capture intellectual capital for innovation transfer(为革新引进获 取智力资本) Process owners responsible; BB only as expert resource(流程拥有 者负责 ;黑带作为专业 指导)“What We Measure, We Get Done” 我们们衡量了什么,我们们就完成什么Projects: Quick Hit/快击项击项 目Projects: Best Practice/TransferThree Key “Best
6、Practice” Selection Criteria: 选择最佳实践项目的关键标 准Project results significant percent better (e.g., 50%) than “average” six sigma DMAIC project given application of team resources (investment) 项项目结结果明显显超过过全部资资源投入的平均6西格玛项玛项 目Project is not property specific and applies to other properties or departments: 项
7、项目不是只适用于本酒店而是对对其它酒店或部门门同样样适用Once the initial project is implemented, a “follow-on” property (or dept.) can more rapidly implement the solution to deliver improvement to guests and/or EBITDA 一旦初始项项目被施行,其它跟进进的酒店能迅速的实实施解决方案从而对宾对宾 客 服务务或利润带润带 来改进进.Six Sigma Organization 六西格玛组织结玛组织结 构“Six Sigma” Organiza
8、tionDivisional President区域总裁Division/Area EVP/SVP/VP区域/地区副总裁Division Six Sigma Leader区域六西格玛主管General Managers总经理Master Black Belt黑带主管Six Sigma Concil(Excom)行政委员会Black Belt/Green Belt黑带/绿带Responsibility/ 责责任:Work with property leadership to identify opportunities / issues(与酒 店领导层 共同发现 机会和问题 ) Mobiliz
9、e the team members and others in the property; coach/train team members in Six Sigma methods “just-in-time”(动员 酒店团队 ; 指导/培训团队 成员的六西格玛理念) Identify implementation success barriers complete 3 to 8 projects annually, depending on size, complexity 根据项目大小,复杂程度和资源 情况每年完成3-8个项目)BB Does the Work ! 黑带做具体的工作!S
10、ix Sigma Roles: Black BeltsDrives Six Sigma 推动六西格玛Six Sigma Roles: General Manager Chairperson of the Property Six Sigma Council/酒店六西格玛委员 会的领导者Accountable for results/对结果总负责 Selecting the right projects/挑选正确的项目 Achieving financial targets for the property完成酒店财务目标 Ensuring projects are executed/保证项目的
11、执行Coordinates effort on all DMAIC (when applicable), Quick Hit, Best Practices and Candidate DMAIC or Quick Hit transfer projects/协调所有DMAIC,快击,最 佳实践和候选的项目.Leads local Six Sigma change efforts/领导六西格玛 的改进努力Remove barriers for the Black Belts, Green Belts and Project Sponsors/为黑带,绿带,项目负责人排除障 碍Six Sigma
12、 Council Members/六西格玛委员会成员Generate project ideas and assist in project selection/为项目出主意并协助选择项目 Search the eTool for potential Best Practices and Candidate DMAIC or QH transfer projects/在ETOOL上寻找最佳实践和候选DMAIC或快击引进项目 Participate in Tollgate reviews/参与过关审核 Coach and Support Project Teams/指导和支持项目组From Si
13、x Sigma Councils . . . To regular operating leadership 从六西格玛委员会 到平时的经营领导Six Sigma Roles: Six Sigma Councils Six Sigma Roles: Project Sponsor Project Sponsors/项目负责人Accountable for the projects success/负责项目的成功完成Identifies and addresses barriers/识别障碍 Reviews and Tracks the team progress/审阅和追踪进程Responsi
14、ble for entering the PDF in the eTool, including Financials/负责ETOOL中的项目定 义表和财务数据的输入Responsible for allocating resources/负责资源分配Communicator (PR) role/沟通The one who is accountable for specific project 特定项目的总负责人Six Sigma Tips 小贴贴示R = Q X AResults = Quality (of solution) X Acceptance 结果 = Q质量(解决方法的) X A接受程度Great Solutions Without Buy-in Get You Nothing! 没有基层支持的伟大解决方案将一事无成!Remember to celebrate Success! 记得要庆祝成功!THANK YOU!
