Every Process Has Measurable Characteristics
每个过程都可以 衡量
Measure Follow A Frequency Distribution
衡量之后是经常性的 散布
… Philosophy, Methodology, And Quality Metric
ServiceMaster
Honeywell (Allied Signal)
DuPont
Johnson & Johnson
American Express
Fed Ex
Ericsson
Sears
Ford
Dow ChSeimx Sicigaml a Applies GlobaRllayy!t六he西on Caterpillar 格玛应用全球B!ombardier
LSL
USL
The Goal is to Reduce Defects and Increase Process Yields
目标是减少缺陷并增加流程效率
The Central Idea Behind Six Sigma Is That If You Can Measure How Many "Defects" You Have in a Process, You Can Systematically Figure Out How to
Why Six Sigma
At Starwood? 为什么喜达屋施行六西
格玛质量管理系统
“Case for Change”: 4 Reasons
1. Wide variability of performance to guest expectations in core processes across business:
4. Internal view that Starwood doesn’t systematically support collaboration, process improvement, people development, and best practice sharing.
自我分析喜达屋没有系统地支持合作,流程改
六西格玛的目标是将平均值移向核心并减少变动
Off-Center/偏离中心 Target
Too Much Spread/太分散 Targter Process/调正流程
Centered On-Target/居中,核心
Target
LSL
USL
Reduce Spread/减少分散
Defects/缺陷
… 哲理, 方法论, 和质量度量
Three Main Focus Of Quality … 三个主要的质量核心 …
Customer 客户
Process 流程
6s
Employee 员工
Three Essential Elements to Remain a World-class Quality Company
– Measure check-in, maintenance, registration, etc., in common terms / 衡量入店,维护,登记等等的普遍方法
– Adjust for complexity of the work, product, service/调整工作,产品, 服务的复杂性
• Focused on Customer requirements/关注客人需求
– Track defects that affect satisfaction, loyalty追踪影响满意度,忠诚 度的缺陷
• Allows comparison of differing processes/允许比较流程的 不同
我们致力于提高国内企业界对品质的认识，以及为中国企业培养大量优秀的品质人才， 为改善中国企业产品品质，打造中国企业卓越品质形象而努力
我们的目标是建立亚太地区最好的品质/质量管理的中文专业网站，为质量人员提供一 个结识同行、切磋专业，拓展专业视野、互动学习、增加个人职业际遇的行业平台。
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• Attack root-cause of problems, not symptoms 解决问题的根源,而不是表象
• Leverage technology (but not technology for technology’s sake) 利用技术(但不是为技术而技术)
• Innovate solutions 革新的方案
西格玛 • What Is Six Sigma什么是六西格玛 • Type of Six Sigma Projects六西格玛项目的种类 • Six Sigma Organization六西格玛的组织结构
为什么是六西格玛
Six Sigma Because…
Customer Focus 关注客人
– Six Sigma refers to a goal that, when achieved, translates into a nearly perfect experience for every guest, every time 六个西格玛要达成的目标是在每时每刻对每个客人提供完美的体 验
对于经营中客人期望所在的核心流程存在广泛的差 异表现
Major opportunity 主要机会 Major risk 主要风险
2. No common method for sustaining, leveraging and transferring innovation across Starwood
六西格玛的核心是关注“Xs” … 而不是 “Y”
Interruptions/打扰 “My Boss”/我的领导
Machines/机器问题
Time of Day/每天的次数
Product
Mkt Customer
Speed
function
other Time
Employee/员工 Attitude/态P度hase/阶段
Decrease Variation Through
Re-Center Through:
减少变动,通过:
重置核心,通过:
•6-Sigma DMAIC/6西格玛DMAIC
•Calibration/调校
•Replication/复制
The Objective of 6s is to Move Mean to Target and Reduce Variation
在喜达屋各酒店之间没有共同的方法维持,利用和借
鉴革新方案
“Case for Change”: 4 Reasons
3. Lack of robust processes to sustain above average EBITDA growth rates
缺少强大的程序以维持超过息税前利润平均
增长率的增长
• Points to a high standard of performance/要求高标准的表 现
– 90 - 98% does not deserve an “A”!/90-98%谈不上’优秀’
What Is Six Sigma
Everything We Do Is A Process
我们做的每件事都是一个流程
– In hospitality industry, customer loyalty is driven by ability to stand out as consistently delivering better value at every opportunity 对于旅店业而言,客人的忠诚度是建立在每一次都持续地提供给 客人更好的价值
Six Sigma Because…
Financial Focus 关注财务
– Shareholders and owners demand that services be delivered profitably 股东和业主要求服务带来收益
– Working harder is not the answer . . . need to work smarter 努力工作并不是答案,需要的是更聪明的工作
Look at Our Service From the Guest's Perspective 从客人的角度看我们的服务
Guest service call resolution time (Mins)
17
Jan
42
61
58
79
32
57
118
42
48
49
Feb
58 62
86
58
46
76
86
104
六个西格玛
它是关于使客人高度满意
它是关于很好是不够的,要的是最好
它是关于流程
它是通过流程进行的革新
它带来的结果……
Content of Presentation/展示内容
• Why Six Sigma为什么是六西格玛 • Why Six Sigma at Starwood为什么喜达屋实行六
进,人员发展和最佳经验互享
What Is Six Sigma? 什么是六西格玛质量管理
系统
• A way to assess performance of a process – variability/评估 流程-差异表现的方法
– Devised at Motorola in 1987由摩拖罗拉在1987年设计
有竞争力的价格 - On-time Delivery/准时的送达 - Service/服务 - Much More…/更多
Delighting Our Customers Is Necessity, If We Don’t, Someone Else Will