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HOSPITALITY INDUSTRY Roadmap towards Guest Satisfaction

WHAT IS LEAN SIX SIGMA (LSS)? •  Lean Six Sigma is a hybrid methodology combining Lean and Six Sigma to enable a

customer focused and data driven approach towards process improvement by reducing waste.

•  The methodology enables to reduce product or service failure rates to 3.4 failures per million opportunities. Lean Six Sigma encompasses all aspects of a business, including management, service delivery, design, production and customer satisfaction.

•  Traditionally LSS is associated with Manufacturing where proven long lasting successes demonstrated by Toyota, General Electric, Motorola and many more.

•  Expected benefits with such Quality Management approach are (but not limited to): − Increased QUALITY − Decreased THROUGHPUT TIME − Decreased COST − Increased EMPLOYEE ENGAGEMENT

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SENSE OF URGENCY

Need of Cultural & Mind change Heroes, built knowledge/experience Total Service Quality Management

(Re-)active actions (Everyone is) Problem solving Intuitive decisions (Gut feeling) Data-driven decisions

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Customers are more and more demanding Digital disruption Aggressive

Competition

INNOVATION

GROWING CHALLENGES IN HOSPITALITY INDUSTRY 4

HOSPITALITY CHALLENGES

•  Reservations − Call centers − Websites

•  Sales − Sales Calls − Meeting arrangements

•  Reception/Front Desk − Parking − Check in − Concierge − Check out

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•  Housekeeping − Cleaning (guest, public areas) − Laundry

•  Engineering − Repair & Maintenance − IT service

•  Food and Beverage − Restaurants, lounges − Room services − Reception, meetings, conferences

•  Security/Hygiene/Safety

Inefficient processes

Variability in service delivery

High costs

Procurement efficiency

SOLUTION LEAN HOSPITALITY

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HOSPITALITY CHALLENGES à SOLUTIONS

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Inefficient processes

Variability in service delivery

Procurement efficiency

High costs

DMAIC approach to improve processes

STANDARD WORK

Information Flow through VALUE STREAM MAPPING

TOTAL PRODUCTIVE MAINTENANCE

INVENTORY MANAGEMENT

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TATUS

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5S PROGRAM

KEY BENEFITS

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•  Tangible benefits tied to your P&L (Revenue generation, Cost Reduction/Avoidance)

•  Improved Employee Engagement •  Improved Guest Satisfaction •  Productivity Improvement •  Increased yield and conversion

Department Metric Trend Average

Front Desk Tcheck-in 55%

Front Desk Tcheck-out 48%

Housekeeping Troom-tr 40%

Laundry Troom-cl 50%

Restaurant Scoreguest 20%

Room Service Deliveryrate 15%

Table: Example of Key Performance Indicators after Lean implementation in a luxury Hotel in India

COLLABORATION OPPORTUNITIES

•  Identify Strategic Improvement Projects •  Develop Lean Six Sigma Roadmap

•  Deploy Lean Six Sigma Local/Worldwide

•  Full Day Lean Six Sigma with Management

•  Interim Role of Lean Six Sigma VP, Director

•  Coach of Improvement Projects •  Drive Specific Kaizen Workshop

•  Deploy/Implement 5S Program

•  Execute Value Stream Mapping

(Guest Experience Learning)

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•  Lean Six Sigma Awareness Training •  Dedicated 5S Training

•  Dedicated VSM (Value Stream Mapping) Training

•  Lean Six Sigma Green Belt Training

(+ IASSC Certification)

•  Gap Analysis for Lean Implementation, Culture, Skills & Learning

•  Perform 1-day Department Performance assessment

•  Develop Assessment Survey Guest Satisfaction

•  Perform Lean Assessment on Site

Audit / Assessment

Operational Consulting STRATEGIC Consulting

Training

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CONTACT US

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Rachid SLIMANI rachid.slimani@6xlconsulting.com (NL) +31615288131

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