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.