HOSP3005 JWU Control Phase DMAIC Process & CTQ Metrics Analysis

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timer Asked: Feb 5th, 2019
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Question Description

In this last part of the project, you will be provided with updated CTQ data (now including periods 13-20 post implementation). You will chart this data and include the charts in the first part of your paper, discussing whether the data suggests you have identified the root cause, or if not, what changes you would recommend to the process to improve the CTQ data.

Second, you will prepare a 3 page reflection on this project. This portion of your project should be double spaced. Include in this reflection what you learned, what you would do differently if you needed to do this project over, and which of these skills and tools you feel are most valuable in the “real world”

.https://www.youtube.com/watch?v=iJd03WyAtTU&feature=youtu.be

https://www.isixsigma.com/tools-templates/control-charts/a-guide-to-control-charts/


BTW I got 0 on previous one, could you please help me redo it? and I added files for that one.

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HOSP 3005 Leading Service Excellence Term Project This project is designed to allow you to complete primary components of a quality improvement project. The information and data will be provided to you in class and/or in documents. You will use this information to work through the Six Sigma DMAIC process. This is the final phase of this project. • • • This Phase of your term project is due via the Assignment Link by 11:59 PM, Eastern. Sunday. This Phase of your term project is worth 75 of the 300 total points for the project. Late Work will not be accepted. Analysis of post implementation CTQ metrics: You will be provided with CTQ metrics for the periods 13-20 (post implementation) along with the baseline periods 1-12. You need to prepare updated control charts for each of the CTQ data sets, and incorporate these into your paper. Using this information, you need to consider whether the project changes achieved the goal, or if not – discuss what changes may be needed. Project Reflection: Prepare a 3 page reflection on this project. This portion of your project should be double spaced. Include in this reflection what you learned, what you would do differently if you needed to do this project over, and which of these skills and tools you feel are most valuable in the “real world”. Grading Rubric: 1. Document is professionally written using the language of Business and of Six Sigma. 2. Document is written as if it were being presented to a Senior executive and sponsor of your project. 3. Document is formatted as if it were being presented to a Senior executive and sponsor of your project. 4. Was the procedure for the use of the tools followed correctly. 5. Were the results presented in graphical format as specified (ie Flowchart, CTQ baseline and control charts, Pareto Charts. 6. Was the Project Reflection comprehensive and cohesive. 7. Spelling, Grammar, and Format. ...
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Tutor Answer

DoctorDickens
School: UT Austin

Attached.

Running head: DMAIC ANALYZE PHASE

1

Ze Hui
REX WARREN
HOSP3005 LEADING SERVICE EXCELLENCE IN THE HOSPITALITY INDUSTRY
DMAIC Analyze Phase
Online
Date of submission

DMAIC ANALYZE PHASE

2

Part 1: Fishbone Diagram for the process.
Cause and Effect Diagram
De scription
T he six causes of failure in the guest
cleaning program are: equipment,
communication, method, materials,
manpower and customers.

Equipme nt

communication

Insuficient cards

Me thod
Inexperienced
workers

not effectve

unreliable
automated tools
wrong use of the
cards
Cards not used

not timely

Insufficient workers
poor
implementation

Inaccurate

poorly coveyed

poor placement of
the cards

not followed

received poorly

No human
intervantion

No prior research

Not taken serious

poor maintenance

poor evaluation

langauge barrier

Proble m
State me nt

poor designation
Guest cleaning
program not working
well

Inconsistent supply

Not able to
communicate

Inexperienced

low wages

insufficient tools

Low supply

No committment

No cooperation

lack of training

T o rigid

confusion
Lack of
understanding

Careless

Poor orientation
Lack of
understanding

mate rials

Manpowe r

custome rs

The inputs to the process variability in the fishbone diagram above include; equipment,
communication, method, materials, manpower and customers. Equipment is a very vital input in
to the process variability because, for the guest cleaning program to work well, it depends on how
equipped the hotel is in terms of: the sufficiency of cards, the automated tools, the availability of
a contingency plan in case the automated tools fail and how flexible the tools are to allow human
intervention in case of failure. Moreover, communication is also another determinant of whether
the guest cleaning program will or not work well. As we can see: some of the customers are unable

DMAIC ANALYZE PHASE

3

to communicate in English while others are unable deliver their complaints well and in a timely
way.
In addition, some of the customer complaints are not taken serious what eventually leads to the
program failure. The method used in the program could also be the cause of the failure. In this
regard, if the method used incorporates the use of inexperienced workers who are still not sufficient
for the program, the program will automatically not work well. Besides, the method used to
implement the program might be poor, poorly designed maybe due to lack of prior research and
poorly evaluated. In this case, the program will absolutely fail. Another key input that might cause
the program not to work well is material. This is ...

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Anonymous
Thanks, good work

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