Below are the instructions sent out to the Faculty before the choice of the Market Place Six Sigma Projects for Spring 2009.
There then follows a downloadable list of the Market Place suggestions (unevaluated) from MBA groups A, B, C.
Market Place studies Spring 2009
This E-Mail to Les Roches Faculty starts off first Six Sigma Project for 2009.
Just a little background and pre-warning about some MBA learning taking place between now and the end of May I have been working with MBA students on Hospitality Quality Systems here at Les Roches for 7 years.
Last year Alex Gamberoni helped me work with the Market Place using the Six Sigma methodology to work on some of the problems of operations and Queuing The exercise was seen as successful learning and experience for these Post Graduate Students, who often have no background in F&B operations. I have been asked by Clive Taylor to expand on this and look into other areas of operational learning within the Market Place which might benefit learning, understanding, operations and operational excellence. Normally, Six Sigma projects would begin with an education period for everyone but clearly I shall be unable to do that with-in my role. But I have written a brief background to the subject and attached some industry related links. I hope you can encourage the students and help them when they have questions. When you think the information is inappropriate for them – just tell them that.
It is important that all the key Market Place stakeholders are represented – from Stagers, Kitchen and Restaurant Instructors, Lecturers at all levels, cleaners, students, sales staff, management, accounting, control, suppliers – even investors (if that were possible). Everyone has a valued opinion – it is our job to turn that into profitable learning.
A brief description of Six Sigma.
Six Sigma is a rigorous and a systematic methodology that utilizes information (management by facts) and statistical analysis to measure and improve a company's operational performance, practices and systems by identifying and preventing 'defects' in service-related processes in order to anticipate and exceed expectations of all stakeholders to accomplish effectiveness. Six Sigma is used by many Brands in Hotels today – Starwoods being the first to adopt the method on a Global basis but other notable adopters are Marriott, Ritz Carlton and Hilton.
Some Case reports you might like to read
http://www.sportsbusinessjournal.com/article/58657
http://www.recmanagement.com/200607gc02.php
http://www.aviationnow.com/shownews/02nbaa/frax03.htm
http://www.hotel-online.com/News/PR2003_4th/Dec03_GuestResponseData.html
For the unconvinced here are two operational examples I have collected from Starwoods .
1 Improving speed and efficiency of food service. http://mbasixsigma2007.nexo.com/mbasixsigmaclass2007lesroches/343/Improving%20Speed%20~26%20Efficiency%20of%20Food%20Service%20in.ppt
2 Reducing the guest room moves http://mbasixsigma2007.nexo.com/mbasixsigmaclass2007lesroches/345/Reducing%20Guest%20Room%20Moves.ppt
Any one interested still further can use the following links to see more.
1 A full history and background to Six Sigma – but through manufacturing eyes! http://mbasixsigma2007.nexo.com/mbasixsigmaclass2007lesroches/387/what%20is%20six%20sigma.pdf
2 The home of all Six Sigma information http://www.isixsigma.com/
3 Lastly, I have built a databank of student presentations, background information and case studies. http://mbasixsigma2007.nexo.com/mbasixsigmaclass2007lesroches
Thanks for your help and understanding through what will be a tough project for me to handle with so many students.
David Wood
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