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

To improve the room service food sales of a popular hotel, the Six Sigma DMAIC process can be followed. This involves defining the problem, measuring it using statistical analysis, analyzing the root causes, implementing solutions, and maintaining control over the improvements.

Step-by-step explanation:

To improve the room service food sales of a popular hotel, the Six Sigma DMAIC process can be used. Here's how each step of the process can be applied:

1. Define: Identify the problem and set goals. For example, the problem could be the decline in room service food sales over the last five years, and the goal could be to increase sales by a certain percentage.
2. Measure: Collect data and analyze it to understand the current state. In this case, you can use statistics like mean and standard deviation to determine the average sales and the variability.
3. Analyze: Identify the root causes of the problem. This may involve conducting surveys, analyzing customer feedback, and studying market trends.
4. Improve: Develop and implement solutions to address the root causes. For example, based on the root causes identified, the hotel can introduce new menu items, improve the quality of food, or enhance the customer experience.
5. Control: Monitor the improvements and maintain them over time. This could involve regularly tracking sales data, getting feedback from customers, and making adjustments as necessary.

By following the Six Sigma DMAIC process, the hotel can systematically analyze the problem, identify effective solutions, and ensure long-term improvement in room service food sales.

Answer 2

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.