【正文】 Decision Matrix Criteria Implementation Activities Define Measure Analyze Improve Control DMAIC Process Improvement Methodology Project Search Criteria Projects by Master Black Belt or a variety of other search methods A Projects PL Summary Monthly View Project Financial Benefit Summary PL Summary, Total, Property, Project 2) Innovation Transfer The Role all of our Associates will play in changing the culture and executing the benefits People trained, processes mapped measured “Best Practice” innovations transfer Dashboards in place Clear sigma improvement against customer “CTQs”. Dramatic process improvement against stretch targets to “CTQs” Core processes redesigned Six Sigma delivers material ine. The way we run the business, day to day. MultiYear Change Program: Deliver Compelling Guest Satisfaction 23? 2023 20233 20236 What Our ―Roadmap‖ Looks Like Program launched right resources allocated 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 Q