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    Director of Six Sigma

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    Le Meridien, Starwood Hotels & Resorts
  1. There are many projects available in hotel operations to do a six sigma, either a dmaic or a quickhit. 1. Menu engineering in Room Service- F&B 2. Upselling in front office - FO 3. Wifi internet revenue improvement - Tech 4. Energy conservation - engineering 5. Corbon footprint - engineering 6. Reducing overtime in operational areas 7. Improving gop%- finance 8. staff productivity 9. Reduction of chemical usage in laundry and stewarding 10. defect free rooms
  2. Hi Preety I am a trainer myself with a knowledge of six sigma working in service industry ( hospitality). If i take an example of hotel, from the time the guest calls to make a room reservation, picked up from the airport, transport to the airport and finally bill settlement and checkout, every step is a process. At every process there requires certain skill sets. Based on above, if the complete cycle of operation is divided into a chain of process, which are linked to each other, and developing skill sets for each process, and train people will certainly work. Furthur step, while doing this you can remove certain processes in the cycle, if they do not add any value to the guest, and delays the process. This is making the process more lean
  3. Offlate, I see many buisness reviews/companies are talking about " Red Ocean and Blue Ocean Strategy" ( to give a brief note, red ocean is all about competing in existing market place, beat the competition, segment existing customer etc, and where as Blue ocean talks about creating uncontested market space, make the competition irrelevant, value innovation etc. ex: invention of Ipod). An organisation, which thinks in the above lines, how do you implement six sigma methodology to help in value innovation and to make the competion irrelevant? Please share your views.
  4. The concept of six sigma,, can we be very well implemented in the training function. I am sharing my views, since I was a Director of Training till the recent past and moved as Director of Six Sigma. Broadly speaking. once we identify what type of training we want to give ( is it orientation, brand modules, health and safety, skill training, self development, sales and customer handling etc), and who are the participants for the that program and what is their mix. This gives us the scope of the project, to define. We can measure the level of the particpants knowledge thru various tests, their work reports, production and defect, accident reports, in case of service industry (OSAT level, overall satisfaction of customers) etc. Probably in the quality language we can say " current sigma level" By analysing this reports, we can come to the conclusion what is the current level of the participants knowledge, what methodology of training to use to get the best results. Once the above are clear, the process of training can be implemented. Once the training is completed, follow the same procedure as above to find out the level of the participants after training. This gives us the improvement level. Is it to our satisfaction or not, or need to implement any other rules etc. Once we are convinced with their performance, design the control plans. How to retain the improvement made. Either periodic reports, performance reports, incentives, how to keep the staff motivated to deliver, etc. Once we are convinced with their delivery level, then the above process can be taken up with again new batch of people.
  5. Dear Rangarajan To my knowledge, the concept of six sigma can be implemented in any industry, where there are various processes ( variance in processes), and especially processes related to customers. Probably, you may look at the applicability of this, based on the following. 1. Are there various processes in the business. What is the benchmark for the each process? How much it is varying from the benchmark in actual practice, and what is the customer to that process got to say about that. 2. Processes- Income generating process. Are they generating maximum or there is more potential to fine tune to generate more. 3. Cost saving: what are the cost saving processes. is there more possibility to save costs. 4. No cost and no income processes: Certain processes in the business do not generate both, but helps in improving the efficiency of the business. In general, identify all the proceses of your business, divide as above, see what the customers to that process are saying and work towards that. Do not take up a project unless, it gives maximum benefit due to the cost, time and manhours spent. srinivas valluri
  6. I want to put my views on this. I am not too sure if i am right or wrong. Six Sigma helps in reducing variance and improve the process, and lean helps in reducing the waste and improve the process,and make it lean. Taking from here. 1. First identify what are al the "Y"s (output) you deliver. 2. Once identified, make a process map for each Y you have identified. ( as it exists now) 3. Same way, identify from Y, which asset is required and what is the combination of the asset to deliver particular Y ( as it exists now) 4. Involve your teams to review each process, and how you can make it lean, so that it improves Y ( you may use lean tools for this) 5. Similarly, do for the assets used to deliver particular Y ( it costs, deprectiation) and come to conclusions ( here may use 6s tools) srinivas valluri
  7. Generally FMEA (Failure mode error analysis) is used in Analyse phase. However it can be used in Measure phase also. Once process mapping is done and identified all the inputs and outputs. Prioritsation matrix is made. This gives us an idea which inputs play a major role on outputs and which does not. From here the important inputs identified can be taken for furthur analysis in FMEA sheet. Here it would help in finding out the risk factors included if that particular input fails or does not perform to the optimum (RPN) srinivas valluri
  8. Hi Gurpreet Six Sigma is applicable in every field and in every day life. Esentially it is a methodology and applicable where ever processes are involved. In this profession also there are many processes which can be measured, streamlined and can be made consistent. It is not limited only to manufacturing industry or guest contact industry. I am from the hotel industry, and we use this from engineering to stewarding to washing etc. Not limited to guest contact. Srinivas Valluri
  9. Hi Shakeel Six Sigma is a way of thinking and practicing. In simple words, how many times you did a process correct way. It cannot be said, that 6s is applicable in certain areas and in certain areas not. It is applicable everywhere, there are processes involved. Ex: children admission process, Marketing and PR of school, Designing of question papers etc. From morning to evening whether at work or personal life, we do many things. All these are processes only. The 6s methodology is applicable in all these fields.
  10. It is a complex question. To explain in simple terms, to under process capability, first the process has to be stable and predictable. This is used more for diagnostic purposes. USL- LSC = Voice of customer, and Process behavior chart is the voice of process. When the data you are analysing is of attribute, then it is calculated in terms of dpo, dpmo and referred to sigma table for conversion. If it of variable data, then we talk in terms of VOC, VOP and mentioned as cp, cpk, pp, ppk. cpk is called as process performance and cp is process capability. if cp<1, the process is not capable and cp=2,then it is a 6s process. cp = tolerence width / short term process spread.
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