【正文】 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。 大量資料 天天更新 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 大量資料 天天更新 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: