Reference no: EM132788837

Scenario Hotel

Escargo Mission Statement Serve the business and pleasure traveler by making customer satisfaction priority number one through top quality service, amenities, comfortable surroundings, and friendly employees. Problem Statement Upon the annual review of the Hotel Escargo chain, it was discovered that there was room for improvement with the check-in and check-out system implemented by the Rooms Division Department. In addition, there are many areas that the hotel can improve to raise the overall quality and customer satisfaction. The current process used to check guests in and out of the hotel is inefficient for both the customer and the hotel, and a new process must be developed that provides a convenient and efficient experience for the customer, as well as one that makes the best use of the hotel's resources.

Apply The ANALYZE in DMAIC

DMAIC is a data-driven quality strategy used to improve processes. It is an integral part of a Six Sigma initiative, but in general can be implemented as a standalone quality improvement procedure or as part of other process improvement initiatives such as lean.

The DMAIC MethodologyDMAIC is an acronym for the five phases that make up the process:

Define the problem, improvement activity, opportunity for improvement, the project goals, and customer (internal and external) requirements.

Measure process performance.

Analyze the process to determine root causes of variation, poor performance (defects).

Improve process performance by addressing and eliminating the root causes.

Control the improved process and future process performance.

The DMAIC process easily lends itself to the project approach to quality improvement encouraged and promoted by Juran.