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implementing six sigma into the hotel industry

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  • #52679

    Laurine
    Participant

    Good evening,
    I have been recently introduced to the six sigma by my team leader and want to find a way on how I will implement it in my housekeeping program. I have tried to read the definition of it but I still feel I need a bit of guidance on it.
    Anyone who thinks they have just a slight idea on how to go on about it is welcome to share.
    Warm regards,
    Laurine

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    #185595

    Robert S
    Member

    Laurine, your process of learning SS should provide you the means of identifying a situation where SS can be applied. So I’m guessing your approach to learning it is deficient.
    You say you are “reading about it”. Just what approach are you using to learn SS… because therein may lie the problem? Clarify this then we can talk about next steps.

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    #185596

    Laurine
    Participant

    Thank you for you quick response. My team leader has given us this assignment to google-search and give a presentation in a few days’ time on how we can apply the six sigma in our respective departments.
    In my effort to understand it I also need to apply it in my job and show him how it will help my department will become more effective in our cost controls and improve my team’s performance on a daily basis nad it is rather difficult to absorb all this and make a repot and presentation on the same.
    Laurine

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    #185597

    Robert S
    Member

    Yes, I imagine it is difficult. While SS can be highly effective it is a complex methodology taking quite an effort to grasp. I can’t see how you can be expected to present that which you describe from a learning exercise taken from a Google search.
    Maybe next your mngt team will ask you to give them a demo flight in a Citation Jet.
    Until they provide you a means of gaining the appropriate knowledge I don’t see how you can accomplish this. Gather what info you can from the tools available on this site then insist you participate in some formal training should they choose to proceed with implementing SS. It can be done no other way.

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    #185600

    Laurine
    Participant

    Thank you again,
    You bet I will give them a run for their money, I acknowledge it is quite interesting and I will try grasp what I can, I just hope my team leader will not expect miracles in a flash like Jesus changing water into wine.
    All the same I will look into it and see if I can get into its training program on my own.
    warm regards,
    Laurine

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    #185607

    Szentannai
    Member

    Hi Laurie,
    as a sort of extremely compressed Six Sigma idea, you could come up with some definition of defects in your departments work – i.e. who are your customers and what offends them :).

    Second step would be to come up with a way to monitor the number of the above defined defects. If you are lucky, the simple fact of monitoring will improve things, but there are of course many pitfalls here, where you`ll need to be careful, not to antagonize people.Third step, try to work out a way to reduce these defects, using the “wisdom of the team” and continue to monitor the defects, to check whether the solution works or not.Fourth step, especially if the above 3 work : insist on getting a better education in the methods and the theory of Six Sigma :))I hope this helps a bit
    Sandor

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    #185614

    Plastic
    Participant

    Greetings,
    Long time ago, as I started on my journey down the Six Sigma path, I too had difficulties in understanding the whole thing. But lucky, as time passed and I have been coached and instructed by some of the best (for example Darth on this site), I have come to learn, as I hope you will too, that Six Sigma ONLY helps you make better decisions. Think about how many decisions you have to make each day. These decisions are based on the information available and the quality of the information. If the amount and quality of the information you have is low, what do you think the probability of making the right decisions are? Low. On the other hand, if you have the right amount of information with the right quality, the chances of you making the WRONG decisions are low. Six Sigma helps you do just that. It will help you collect the right information in the right amount, so you canΒ make decisions that do not back fire on you.
    As far as the Hotel industry is concerned, I once taught at the Les Roches Hotel school in Switzerland, and guess which subject, yes Six Sigma. These MBA students then went on to implement andΒ use Six Sigma throughout the industry.
    Cheers,
    PlasticΒ 

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    #185638

    Laurine
    Participant

    Thank you so much Sandor it is getting me somewhere at least.
    warm regards
    laurine

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    #185643

    SixSigmaPoser
    Member

    Is Darth still here? I thought he just posting on here as part of the hours of “community service” he was required to provide.

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    #185644

    SixSigmaPoser
    Member

    Defects for you housekeeping team? Defect Opportunities from a customer’s point of view – Working order of the room
    – Coffee pot with all condiments (both reg & decaf)
    – Working lights
    – Working TV remote
    – Working Phone
    Cleanliness of room
    – Linen
    – BathroomWhile some faults may be beyond the responsibility of housekeeping (working phone) they can be quickly detected by housekeeping, prior to the customer detecting

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    #185651

    Yadavalli
    Member

    Hi laurine,
    Let me know the important areas where you want to implement SS.This plays the significant role in the implementation part as it can not be implemented in all the depts. at once.
    After coming to know the improvements and the manner in which they have achieved, then it can implemented slowly in other depts.Based on that we can have further discussions.
    Yadavalli

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    #185660

    Florida Master Black Belt
    Participant

    Good morning Laurine.Β  After reading all the help you got from Six Sigma Posters to your question, you are not any futher along than when you asked for help.Β  I can most certainly get you started and will send you six sigma tools by email if you will contact me via email at [email protected].Β Β  Just to get you started, you need to divide the housekeeping department in to key work processes.Β  Because the Six Sigma DMAIC processΒ improvement methodology is data driven, you need to align / link your key work processes with you hotel’s business goals and objectives.Β  Once this is done, you can create a supplier-input-process-output- customer (SIPOC) process map for each process.Β  The next step is to create output (Q) Β measures and in-process (P) indicators Β for each SIPOC process map (I can send examples). The next step is to inspect the work and collect quality data (use checklists) being performed in each ofΒ the housekeeping key work process.Β  Using the data you need to chart the quality data that you collected.Β  Now that you have a starting point, you can go to http://www.slideshare.com and search for “Yellow School Bus”.Β  This will pull up a school six sigma project I did.Β  Fillow thisΒ link to see examples of 21 six sigma projects.Β Β Pick any one project, and pay attention to the questions asked in the DMAIC Storyboard.Β  These questions should help you.Β Β Β 
    http://facilities.brevard.k12.fl.us/Baldrige/Baldrige.html
    In closing, I am currently working on a hotel project involving the “Greening” if the hotel supply chain.Β  I am well aware of the benefit six sigma can play in improving houskeeping processes.
    Contact me by email and we can continue this discussion.

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    #185661

    RP
    Member

    I am currently working as the Deployment champion ( MBB) with a hotel chain in India. Implementation of Six Sigma in hotels (service industry) needs a lot of focus on measurement. Since most of the action happens in real time, data availability is a challenge. In Housekeeping one can take up projects on TAT room cleaning, Guest requests sigma level, cost of guest supplies, Inventory reduction of Linen etc.

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    #185662

    Yudha
    Member

    Hi Laurine,
    Just want to add some HK defect.
    Response time for guest request, Number of complains for room & bath condition/cleanliness.
    For LSS, improving room cover (improve number of make up room per housekeeper per day), reduce room amenities cost, and some green programcheers,

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    #185663

    SixSigmaPoser
    Member

    Laurine – GameFish had some good points, but unfortunately he or she did take the opportunity to both throw other responders under the bus (pun intended) while also promoting him or herself. The check list is one of the seven basic quality tools, and would be useful in tracking the defects I mentioned in my previous post.
    I would also encourage you to view the articles that have been written, reviewed and posted rather than many of these posts. While some responders are sincere, many responders use this forum as nothing more than an opportunity to promote themselves.
    Good luck on your project!

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