【正文】 d Organization believes we’re serious Projects launched improvement tracked。Why Six Sigma Starwood We Think We’re Different ! 1 3 2 4 6 5 7 8 9 10 Today, if ? (84% yield) then 10 dissatisfied customers every day, every property! Why Six Sigma Complex, multistep process Starwood = 25 Million Guests Annually If 99%, then 90% yield 9 dissatisfied per property every day If % then, % yield 10 dissatisfied per property every year 99% x 99% x 99% x 99% x 99% x 99% 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 Guests Global GSI Composite “Highly Satisfied” = 3 6 x more stays vs. “satisfied” Opportunity Satisfied customers = $2bn+ Revenue Billions of revenue from increased satisfaction “Dissatisfied customers” tell 8 10 people... … “inter” allows dissatisfied customers to broadcast to thousands of people 20,250,000 people aware of dissatisfaction Billions of potentially negative impressions ? Zagats ? Expedia ? Travelocity ? Satisfied 41% Highly Satisfied 50% Dissatis. 9% If not “highly satisfied”, then customers defect for price or location. 12,500,000 “at risk” customers Provide Customers Compelling Reason To Return What 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 Foundation Six 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 performance Customer is any person or anization that receives a product or service (Output) from our work activities (Process) Process is Series of Activities that: ? Take Inputs, ? Adds Value, ? Produces Output Six Sigma: Process Focused Six Sigma Approach Projects Six Sigma Sequence Generate Project Ideas Transfer “Best Practices” Select Projects Do Projects Everyone including: customers (Internal External) Even Vendors Six Sigma Council Property Area Divisional DMAIC Projects: ? BB Team Quick Hits ? Process owner Designate best practice – Six Sigma Council (Division, Global) iDMAIC ―Import‖ projects ? Process owner Six 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 Roles What is a Black Belt? What is a Master Black Belt? What is your role? WHO a re t h es e in d ivi duals w e ca l l Ma ster B l ack B e lts B l a ck B el t s MM aa ss tt ee rr BB ll aa cc kk BB ee ll tt ss :: GG ee nn ee rr aa ll MM aa nn aa gg ee rr oo rr AA rr ee aa MM aa nn aa gg ii nn gg DD ii rr ee cc tt oo rr ss LL oo cc aa tt ii oo nn ss :: BB aa nn gg kk oo kk , SS yy dd nn ee yy , SS hh aa nn gg hh aa ii // BB ee ii jj ii nn gg SS ii nn gg aa pp oo rr ee 1. A