HOSP 3005 Leading Service Excellence Term Project Part 2 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 second and final phase of this project. • • • This Phase of your term project is due via the Assignment Link by 11:59 PM, Eastern. Sunday on the due date. This Phase of your term project is worth 75 of the 300 total points for the project. Late Work will not be accepted. Part 2 (Measure) In this phase, you will be required to complete the Measure phase of the problem. You will need to define the Critical to Quality elements and how to measure them. Data will be provided to you, and you must develop Control Charts for the CTQ data. Measure Phase: 1. Develop Critical to Quality components of this project for both internal and external customers. Following the discussion on the forum this week, your instructor will determine which CTQ elements will be used. a. For each of these, write a short section on how this process is measured. 2. Prepare baseline measurement control charts based on the data file that has been provided to you. a. One Chart for each measurement. b. Baseline control charts must be copied into your project Word document once you are done. 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. CTQ Baseline Data Period Guest Room Cleanliness Housekeeper MHPOR Direct Expense POR Check In Speed Take Rate (% of multi-night stays) 1 2 3 4 5 6 82% 83% 80% 85% 84% 79% 0.50 0.49 0.47 0.48 0.49 0.51 $5.35 $5.50 $5.85 $6.25 $5.50 $5.35 1.1 1.2 1.3 1.5 1.1 1.0 1.8% 1.4% 2.5% 2.3% 1.8% 1.4% Comments on the CTQ's: Guest Room Cleanliness is currently being measured on the brand's guest satisfaction survey. The survey sam guests who stay and receive a response from about 5%. Man Hours Per Occupied Room (MHPOR) are for the Housekeepers only. The forecast of occupancy is received 10 days, and the Housekeeping supervisors use this to schedule. The staffing guide requires staffing for .50 m room. No more, no less. There is some variablity in this number though, due to variances to the number of fo some rooms require more time than others, stayovers versus checkouts, etc. Direct expenses Per Occupied Room (POR) are for those direct expenses related to the project. Cleaning suppl expense, laundry supplies expense. Check-In Speed is measured by the Front Office PMS (Property Management System). It automatically measur the start of the check in process to the issuance of the guest room key card. This is a very important metric to satisfaction, and so the General Manager wanted this included to make certain that changes to the green choic in longer check-in speeds. The measurement is in minutes. The Take Rate has been measured manually by having each of the houskeepers report which rooms which had selected the green choice option. The housekeepers simply put an "x" by their room assignments list each day supervisor at the end of the shift. The supervisor then tallys them up (manually) and keeps a daily total log. information is included in the housekeeping department's monthly report to the General Manager and Executiv Only guests who are staying for more than one night can select the green option. Obviously, guest room linen laundered between guests. 7 8 9 10 11 12 83% 85% 80% 81% 84% 80% 0.52 0.48 0.51 0.48 0.47 0.50 $5.25 $5.50 $5.10 $5.25 $5.40 $5.50 1.2 1.3 1.4 1.5 1.0 1.3 2.4% 1.6% 1.1% 2.5% 3.0% 1.9% ction survey. The survey samples about 10% of the cast of occupancy is received every week for the next ide requires staffing for .50 man hours per occupied variances to the number of forecasted occupied room, o the project. Cleaning supplies, linen and terrycloth tem). It automatically measures the average time from s is a very important metric to overall guest at changes to the green choice process did not result eport which rooms which had multi-night stays oom assignments list each day and turn that into their and keeps a daily total log. Each month, this General Manager and Executive Committee. NOTE: Obviously, guest room linens and terry are ALWAYS Man Hours Per Occupied Room 0.70 0.60 0.50 0.40 0.30 0.20 0.10 0.00 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20 Man Hours Per Occupied Room 0.53 0.52 0.51 0.50 Mn 0.49 0.48 0.47 0.46 0.45 1 2 3 4 5 6 7 8 9 10 11 12 13 14 15 16 17 18 19 20
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