【正文】 Why Six Sigma StarwoodWe Think We’re Different !1 32 4 65 7 8 9 10Today, if ? (84% yield) then 10 dissatisfied customers every day, every property!Why Six SigmaComplex, multistep processStarwood = 25 Million Guests AnnuallyIf 99%, then 90% yield 9 dissatisfied per property every dayIf % then, % yield 10 dissatisfied per property every year99% x 99% x99% x 99% x 99% x99% x 99% x 99% x 99% x 99% = 90%?Wide variability of performance to customer expectations in core processes across business: Major opportunity Major risk?No mon 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”O(jiān)pportunitySatisfied customers= $2bn+ RevenueBillions of revenue from increased satisfaction“Dissatisfied customers” tell 8 10 people...… “inter” allows dissatisfied customers to broadcast to thousands of people20,250,000 people aware of dissatisfactionBillions of potentially negative impressions? Zagats? Expedia? Travelocity? ThreatSatisfied41%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 ReturnWhat Is Six Sigma??You listen to the customer. . ?You get the facts . . .?You eliminate nonvalue 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 requirements? Critical to Quality Measures?Define the capability of a process?Improvement that reaches nearperfection?Achieve lasting business leadership and top performanceCustomer is any person or anizationthat receives a product or service (Output) from our work activities (Process)Process is Series of Activities that:? Take Inputs, ? Adds Value, ? Produces OutputSix Sigma: Process FocusedSix Sigma Approach Projects Six Sigma Sequence Generate Project IdeasTransfer “Best Practices”Select ProjectsDo ProjectsEveryone including: customers (Internal External)Even VendorsSix Sigma CouncilPropertyAreaDivisionalDMAIC Projects:? BB TeamQuick Hits? Process ownerDesignate best practice – Six Sigma Council (Division, Global)iDMAIC“Import” projects? Process ownerSix Sigma: What It Is Not! ? Statistics, statistics and more statistics . . .? Numbers of projects . . .? The only way we can change improve . . .? A “magic potion” to solve everything . . .? Something DONE TO the business by specialists ? A substitute for sound business strategy . . .Six Sigma RolesWhat is a Black Belt?What is a Master Black Belt?What is your role?Six Sigma Roles: Black Belts1. Work with property leadership to identify opportunities 2. Mobilize the team members and others in the property3. Coach/train team members in Six Sigma methods “justintime”4. Identify implementation success barriers work with others to overe5. Remend Pilot with the team innovative business process improvements6. Achieve and capture measurable financial guest loyalty results。 plete 3 to 8 projects annually, depending on size, plexity resourcesBB Does the Work Drives the team !Responsibility:Profile:1. “A+” talent。 your associate who you can least afford to lose!2. Analytical “horsepower”, intellectual curiosity problem solving skills3. Leadership influence skills4. Future business leadersSix Sigma Roles: Master Black Belt? Support, challenge guide project selection through the Six Sigma Council (., 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