Quality and Six Sigma
  • Blended Learning for Hospitality Quality
  • 2 Week Course Outline
  • What's Six Sigma?
  • Downloadable Books
  • Quality Tools
  • Quality Systems
  • Project Infographic
  • Six Sigma Map
  • Six Sigma Blog
  • 6 Sigma Case Studies
  • Trends in Searching for Quality

 

Course Outline and project page

Scope of Course


Six Sigma in Hotel Operations

 
The Course provides an introduction to Six Sigma and how it can help to achieve high levels of customer satisfaction and at the same time reduce costs. Students will follow a structured approach through projects to understand quality systems to solve problems and achieve operational results.

Building blocks

 
Students will learn how to select and use data to improve service, processes, reliability and productivity. This will be carried our by investigating the following areas of study.

Commonly used quality control methods.

The use of Six Sigma to produce improvements and to standardise the process.

Use Six Sigma to help design processes to optimise performance.

Innovate and initiate data and statistical process.

Study hours 24 plus

Course Objectives

By the end of the course students will be able to:

How Hotel companies can benefit from using Six Sigma.
Compare Six Sigma with other quality methods.
Show they can use statistical tools for Six Sigma analyses.
Identify operational areas of an hotel which can be improved using Six Sigma.
Design a Six Sigma Plan for an hotel.
Design experiments to identify factors of optimal performance.
 
Course Learning Content

1.       Understanding Six Sigma

a.      History

                                                  i.            Development

                                               ii.            Six Sigma as statistical measure

                                             iii.            Six Sigma as a goal

                                              iv.            Six Sigma as a way of managing

b.     The Six Sigma system

                                                  i.            Inputs, functions and results, Xs and Ys

                                               ii.            The ingredients of Six Sigma

                                             iii.            Six Sigma Teams

2.     Ways to Six Sigma

a.      Process improvement
             (Another view)
b.     Process Design/Redesign

c.      Process Management

d.      Problem Solving

e.      Strategic Focus

f.      Business Transformation

3.     Six Sigma typical organisation

a.      Leadership Group or Council

b.     Project Sponsors and Champions

c.      Implementation Leader

d.      Master Black Belts

e.      Black Belts

f.      Green Belts

g.      Process Owner

4.     Project Selection

a.      Project selection Essentials

b.     Project selection Process

c.      Do’s and Don’t of project selection

5.     Toolkit for Team Leaders

a.      Understanding Team Dynamics

b.     Facilitation Skills

c.      Data Collection

d.      Organisational Communication

 

6.     DMAIC

a.      Defining

                                                  i.            DMAIC project Charter

                                               ii.            Identify customers requirements – those internal and external- VOC

                                             iii.            Documenting the process

                                              iv.            SIPOC

7.     Measuring

a.      Measurement concepts

b.     Components of Measure

c.      Analysing

8.     Tools for measurement

a.      CTQ

b.     Cost of Poor Quality (COPQ)

c.      Sigma calculation worksheet

d.      Decision Trees

e.      Fishbone diagrams

f.      MAT’s

g.      Affinity Diagram

9.     Six Sigma Team qualifying measures

a.      Team Storming

b.     Problem Prevention measurement

c.      Measures do’s and don’t

10.  The Analyzing stage

a.      Detecting Defects

b.     Data Analysis

                                                  i.            Exploring

                                               ii.            Generating a hypotheses about causes

                                             iii.            Verifying causes

c.      Process Analysis

                                                  i.            Exploring

                                               ii.            Generating a hypotheses about causes

                                             iii.            Verifying causes

d.      Getting ready to improve

 

11.   Tools for Analyzing

a.      Pareto

b.     Charts

                                                  i.            Trend

                                               ii.            Flow

c.      Histograms

d.      Process Map

e.      Process Time and Value Analysis

12.  Six Sigma Team Analysis

a.      Team Process

b.     Low-hanging fruit

13.  The Improvement Stage

a.      Generate Creative Ideas and Solutions

                                                  i.            Dream about the impossible now

b.     Synthesising Solution Ideas

c.      Select a Solution

d.      Pilot Test

e.      Implement

f.      Control

14.  Tools for Improvement

a.      Failure Modes and Effects Analysis (FEMA)

b.     Design of Experiments (DOE)

c.      Tree Design for Solution Development

d.      Force Field Analysis

e.      Balanced Scorecard

f.      Impact and Effort Analysis

g.      Practicality Scale

15.  Six Sigma in the Improving stage

a.      The Politics of successful Change

b.     Improving the Teams Own Processes

c.      Improving the do’s and don’t

16.  The Control Stage

a.      Discipline

b.     Documentation of improvements

c.      Establish ongoing process measures

d.      Building a Process Management Plan (PMP)

e.      Ending a Project

 

17.  Tools for Control

a.      Control Charts

b.     Process Management Charts

c.      Process Dashboard

d.      Checklists

18.  Design for Six Sigma (DFSS)

a.      Implementing a design / redesign project

b.     Having a Vision

19.  Implementing DFSS

a.      Define

b.     Measure Baseline Performance

c.      Analyse the Critical Elements

d.      Improve – Design and implementation

e.      Control the New Process

20.Review course projects

Course Exam
Review Presentation on other Quality Systems
Case Study of departments of Six Sigma Hotel
 

Teaching Methodology

Reading, discussion, project work, research, presentations and learning logs.

also at www.HospitalityBusinessCoach.Weebly.com