【正文】 ? To drive direction towards meaningful projects based on each regions needs ? Passion about this stuffcan bring change to the way we treat our customers Involvement ? Early Successes ? Hiring Great people ? Hands on involvement ? Shortening the learning curve ? Build on our strengths and share our successes as a Division ? Minimize some of the shortings of the original rollouts ? Borrow from best practices in NAD, LAD Europe ? Ability to build relationships, coalitions, and people working together to acplish the same goal ? Will clearly rely on the people ( AMD/VP’s, GMS. BB) to help clarify and provide the direction as we develop our strategies direction. 謝謝觀看 /歡迎下載 BY FAITH I MEAN A VISION OF GOOD ONE CHERISHES AND THE ENTHUSIASM THAT PUSHES ONE TO SEEK ITS FULFILLMENT REGARDLESS OF OBSTACLES. BY FAITH I BY FAITH 。 your associate who you can least afford to lose! 2. Analytical ―horsepower‖, intellectual curiosity problem solving skills 3. Leadership influence skills 4. Future business leaders Six 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 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