Академический Документы
Профессиональный Документы
Культура Документы
Class 10
Material: The Ritz Carlton Hotel: The Quest for Service Excellence (080203)
Sections 7.1-7.2, Pages 95 - 99; "Visualize Your Process Behavior" (4/08/10 in Class)
Section 14.2, Pages 216 - 218; "Traditional Charts for Count Data" (4/08/10 in Class)
Assignment:
The Quality Manager at the Ritz-Carlton Buckhead GA. have asked you, as an intern on assignment to their
property,
o to analyze the daily performance data ritz.xls file, and to make recommendations regarding the severity of the
defects, and how they should be addressed; and then monitored over time for management purposes..
o To help them understand how to operationalize (understand, hypothesize and test using six sigma thinking and tools)
the possible linkages between defect free service operations and 100% customer retention
1. What do you find as the key MRBIV’s in the ritz.xls file? (see file descriptive information below)
a. Create Pareto charts for (suggestion: Use Excel: Data/Pivot Table and Insert/Chart):
i. all defects by keyword
ii. all defects by day of the week
iii. each defect by day of the week
iv. any other useful Pareto charts
b. Construct a p-chart for all days from January through November.— What does the chart tell you?
(Note that the “sample size” varies each day; A defect p parameter as a fraction of occupancy is shown in
column Q in the Summary Counts tab).
i. Use the formulas in Chapter 14 (page 216) to prepare a time series chart showing the daily defect data, Pbar and
upper and lower limits or
ii. Alternately for DAO elective students: You may want to use StatTools for creating the P-Chart—use this
guidance
To create the data-set for use in StatTools
· In StatTools tab select “Data set manager”
c. Give special attention to any out of control days. What days were out of control? What defects occurred on
these out of control days?
2. If you were to select a defect category to address from the DQPR data, which category would you address?
Why?
3. Using the data and your general knowledge of hotel operations, what are possible root causes of the defect
category that you selected?
5. How can The Ritz-Carlton Hotel Company improve the day to day pursuit of zero defects? Be specific as
possible with ideas for improving their Total Quality Management System
6. In particular, drawing upon GMOE six sigma studies, what would you want to propose to help deepen
understanding and test possible linkages between defect-free service operations and 100% customer retention?
(understand, measure, hypothesize and test)
The "Summary Counts" worksheet contains total counts of defects by keyword for each date (Date 2). This
workbook also has the occupancy data (estimated number of guests) in the hotel on each day.
https://faculty.darden.virginia.edu/GBUS7608/Assignments/Sprg%202010%20class_Quality_Management_Systems.htm 2/2