sixsigma詳細(xì)論述-文庫吧資料
2025-02-21 16:01本頁面
【正文】 NOYES NOYES NOYES NOYES NOYES NOYES NOEvery Stage of the DMAIC Process will have a tollgate checklistEvery Stage will require Six Council and MBB review and approvalProject Search CriteriaProjects by Master Black Belt or a variety of other search methodsA Projects PL Summary Monthly ViewProject Financial Benefit SummaryPL Summary, Total, Property, Project2) Innovation TransferThe 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 Satisfaction23s2023 20233 20236What Our “Roadmap” Looks Like Program launched right resources allocated Organization believes we’re serious Projects launched improvement tracked。 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 quality robustness of project integrity team solutions? Drive innovation transfer。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
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