Question

A popular hotel has continued to lose business in its room service food sales over the last five years. Using the Six Sigma DMAIC process explain what you would do in each step of the process to improve the sales - provide relevant, practical details. What statistics would you apply and why?

Answer 1

The correct answer to this open question is the following.

Using the Six Sigma DMAIC process, I will explain what I would do in each step of the process to improve the sales.

DMAIC stands for Define, Measure, Analyze, Improve, and control.

What I would do first is, of course, define the nature of the problem. To define exactly what is the root of the drop in sales in the hotel. That would allow me to establish proper goals and define a strategy to implement. If a need to do surveys to customers or unsatisfied clients, I would do that. Listening to customer feedback would provide the necessary information.

Then, I have to measure the performance of my employees. Monitoring and evaluate the productivity of the people who work in the organization.

I have to analyze if the productivity ratio of each employee to know if they are performing to the maximum of their capabilities.

In this case, I could use a Pareto chart or the 80-20 rule, to assess productivity in the company.

I have to pay attention to the causes of poor performance and poor quality service. There is an interesting analysis called Root Cause Analysis (RCA) that can be useful in this case.

Once identified and eliminated the root or causes of the problems, then it comes de Improve the process to enhance the performance in every area of the organization. I would have to get people on the same page and focus on one problem at a time to doing things right.

Another model that could be useful in this scenario would be Design of Experiments, commonly known as DOE, which helps resolve complex issues

Finally, the control of everything implementation and solution to confirm it has been established the right way with the desired results. This could be part of the continuing Quality Control process- The poke yoke system would be a good option to be contemplated.