Six Sigma bei Starwood Hotels & Resorts

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1 Six Sigma bei Starwood Hotels & Resorts

2 Starwood Hotels & Resorts
80+ Countries 750+ Hotels 225,000+ Rooms 110,000+ Employees Starwood Hotels and Resorts have 750 hotels in over 80 countries across the globe. Our Mission Statement: a global branded lifestyle hospitality company that delivers branded consumer products and services in ways that are different, better, and special.

3 To be DIFFERENT, BETTER & SPECIAL!
Our mission!! To be DIFFERENT, BETTER & SPECIAL! When we had looked at ourselves in the mirror and after a lot of debate and soul searching we determined our mission . It is our goal to add Value to our organisation through Execution of sustainable solutions deliver on time every time.

4 Six Sigma - Wirklichkeit oder Fiktion?
Der Theologe Giordano Bruno wurde als Ketzer verbrannt, weil er behauptet hatte, die Erde drehe sich um die Sonne. Als Thomas Stephenson die Lokomotive erfand, "bewiesen" spitzfindige Mathematiker, dass auf glatten Schienen niemals ein Zug eine Last ziehen könne, weil die Räder durchdrehen würden. Die Geschichte der Skeptiker ist lang. Wer neue Wege wagt, muss sich immer erst mit den Verteidigern des Status quo auseinandersetzen. Also, describe how a quick hit differs from A DMAIC project. Discuss the measurement process of a quick hit and how this allows us to fix problems on the basis of fact over assumption.

5 Was ist Six Sigma? Six Sigma ist eine systematische und strukturierte Managementmethode zur Verbesserung der Qualität von Produkten und Prozessen in allen Bereichen des Unternehmens. Sowohl in Dienstleistungs- als auch in Industriebetrieben dient Six Sigma als Basis für die Erhöhung der Kundenzufriedenheit und eine nachhaltige Ergebnisverbesserung.

6 Sigma – was ist das? Technisch betrachtet ist Sigma (griech. Buchstabe, der in der Statistik als Maß für die Standardabweichung von einem Mittelwert verwendet wird) ein Maßstab für die Fähigkeit eines Prozesses, die Kundenanforderungen zu erfüllen. Gelingt es einen Prozess so zu gestalten, dass in nur 3,4 Fällen je 1 Mio. Möglichkeiten, die Kundenanforderungen nicht erfüllt werden, spricht man von einer sogenannten Six Sigma Qualität.

7 The DMAIC Process Ask: “When is it time to do process improvement?”
All the time, When customers complain, When customers leave “Is it time to do process improvement with Starwood Station?” yes Our process improvement model is DMAIC. DMAIC stand for Define, Measure, Analyze and Control. There could also be arrows flowing in the opposite direction DMAIC is an iterative process. You may move back a step before moving forward. Note We will be using an abbreviated version of DMAIC for the purposes of the simulation. We will not go through every element of the process. (This in an important point to make)

8 Process Improvement Methodology
Define Measure Analyze Improve Control Project Decision Matrix Criteria 3 2 1 8 6 4 B A D C E F Solutions Reduce time and variability of Check-In. Choice 1 Choice 2 Choice 3 S I Process O C B Process Redesign Defects Sigma Process Entitlement Voice of the Customer Implementation Activities A Speed Response Friendly Defects Sigma Process Baseline r=.7 Cause B Effect r=.5 Cause A DMAIC is a methodology that fits with existing, regular, repetitive processes. BOS is inherently focused on products and processes that do not even exist yet and tend to be one-off design & development initiatives. So, the Six Sigma methodology that is probably a closer partner to BOS would be DMADV rather than DMAIC. In Starwood we did not really focus much on the DMADV process. D M A I C

9 Bringing the Customer into Focus
Without Six Sigma Discipline… With Six Sigma Discipline… Conjecture/assumption about what customers want Customer requirements based on careful assessment Processes based on our convenience/cost Processes designed and run to fulfill customer requirements Limited efforts at tracking customer satisfaction Multi-faceted , ongoing “Voice of the Customer” effort Explain that Six Sigma is primarily focuses on adding value to the customer experience by working smarter. Customer focused data not communicated or used Customer focused data key to managing the business short-and long term Inspection to meet Customers needs Prevention to exceed Customers needs

10 Defects Per Million Opportunities
Six Sigma – A Goal s Yield DPMO 31% 690,000 1 69.2% 308,537 2 93.32% 66,807 3 99.379% 6,210 4 99.977% 233 5 % 3.4 6 Defects Per Million Opportunities

11 Six Sigma – A Goal Performance Goals – What You’d Get
With 99% With Six Sigma For every 300,000 reservations: 3,000 lost 1 lost Out of every 50,000 rooms cleaned: 410 complaints < 2 complaints For 400 properties’ month-end closings: 48 closings per year 1 closing in 61 years out of balance out of balance For every week of on-line services: 1.7 hours downtime 1.8 seconds downtime

12 Einige erfolgreiche Projekte
Energy conservation toolkit Green Room Pre and post stay 3x3 Revpar Project Area Purchasing project etc….. Explain that Six Sigma is primarily focuses on adding value to the customer experience by working smarter.

13 Unser “Intranet” STARWOOD ONE ist ein Intranet und eine Plattform, mit der innerhalb der Kette kommuniziert wird. Das Six Sigma E-TOOL ist eine weltweite Datenbank, in der alle Projekte von allen Hotels der Kette vollkommen dokumentiert und verzeichnet sind.  Tansfer von Wissen When we had looked at ourselves in the mirror and after a lot of debate and soul searching we determined our mission . It is our goal to add Value to our organisation through Execution of sustainable solutions deliver on time every time.