Productivity & Quality Management

By : Foram Chauhan 2018

Anita Mandal 2059
 In 1986 Bill Smith Invented Six Sigma Methodology At
Motorola (USA)

Six Sigma is a Comprehensive & Flexible System For

achieving, Sustaining and Maximizing Business
Success.

Its is a Statistical Technique To measure or Identify

Bill Simth the defect in the process.
Father Of Six Sigma

It is a completely data driven Approach

It is not about thinking, feeling or believing conceive to

be the solution to the problem.
 “Six Sigma is a rigorous and disciplined
methodology that uses data and statistical analysis
to measure and improve a company's operational
performance by identifying and eliminating
'defects' in manufacturing and service-related
processes. Commonly defined as 3.4 defects per
million opportunities, Six Sigma can be defined and
understood at three distinct levels: metric,
methodology and philosophy..." 
 ITC Welcomgroup Hotels, Palaces and Resorts is India's second
largest hotel Chain with over 100 hotels. Based out of Hotels
Division Headquarters at the ITC Green Centre in Gurgaon, off
New Delhi, ITC Welcomgroup is also the exclusive franchisee of
The Luxury Collection brand of Starwood Hotels and Resorts in
India.ITC Hotels is regularly voted amongst the best employers in
Asia in the hospitality sector.
Inspired By The Global Partners For Six Sigma

ITC started Implementing Six Sigma In April 2001

Benefited With Rs 2.60 Cr & Saved 80 to 90 Lakh Last

Year

Identify Hidden Waste and Cost

Identify & Eliminate Defect

Increase Profit Margin

Increase Customer Satisfaction

Earned Customer Trust & Loyalty

 Eicher Consultancy Services
 CHAMPION

Mr. Shailesh Bansal

Mr. Manoj Virmani Regional Head (3)

Mr. Ranjit Patule

Unit Manager AET Leader(13)
(11) Only At ITC
Maratha

Executives (80)
ITC Maratha
 MANAGING DIRECTOR

GENERAL MANAGER

F/B HEAD CHEFMAINTAINANCE SCURITY

ACCOUNTS MANAGER
FRONT OFF. HOUSE HR MANAGER
MANAGER MANAGER
MANAGER KEEPING
MANAGER
ASST. CHEF
ASST. F/B MANAGER
MAINTAINANCE SECURITY
SR. HOUSE KEEPING ACCOUNTS
SUPERVISOR SUPERVISOR
ASST. FRONT MANAGER SUPERVISOR
CHEF THE PARTY HR
OFF. MANAGER
RESTAURANT SUPERVISOR
MANAGER
COMMY 3
ASST. HOUSE KEEPING MAINTAINANCE
LOBBY
MANAGER EXECUTIVE ACCOUNTANT
MANAGER
MATREE THE
HR EXECUTIVE
HOTEL SECURITY GUARD
COMMY 2
HOUSE KEEPING
FRONT OFF.
SUPERVISOR
EXEC.
SR. CAPTAIN
COMMY 1 HR TRANNEE
FRONT OFF.
HOUSE KEEPING
CAPTAIN SUPERVISOR
FLOOR SUPERVISOR
TRANNEE
FRONT OFF. ASST.
SR. STEWARD
CHAMBER MAID
TRANNEE/
BUS BOY TRANNEE
 Normal Method of Problem Solving

Step  Example

1. Understand what is to be I am too fat.

improved and set a goal I want to reduce my weight.

I am currently 90 kg. Ideally, 

2. Measure their current state
I should be about 70kg.

3. Apply conventional wisdom If I exercise more and eat less, 

or gut theory I should lose weight.

4. Take action Exercise more and eat less.

5. Measure to verify improvement

I lost 5kg.
has taken place 
 DMAIC in Mathematical Terms
Steps Phase Questions

1. Understand what process is to be

Define > What is the Y or the outcome measure?
improved and set a goal.

2. Measure the current state. Measure > What is Y's current performance?

> What are the potential Xs or causes?

3. Develop cause-and-effect theories of what
> What may be causing the problem?
may be causing the problem.
> What are the real Xs or causes?
4. Search for the real causes of the problem Analyze > What is really causing the problem?
and scientifically prove the cause-and-effect  
linkage.
 

5. Take action.
> How can the understanding of the real
causes of the problem be exploited to
Improve eliminate or reduce the size of the problem?
> How can  this Y = f(X) understanding be
exploited?

6. Measure to verify improvement has > Did Y really improve?

taken place.  
Control
7. Take actions to sustain the gains. > How can  the Xs be controlled so the
gains in Y remain?
A Gantt chart is a type of bar chart that illustrates a project schedule.
Gantt charts illustrate the start and finish dates of the terminal
elements and summary elements of a project.

Some Gantt charts also show the dependency relationships between

activities

Gantt Chart Can Also Be Used show current schedule status using
percent-complete shadings and a vertical "TODAY"
Value Stream Mapping is a tool which enables the capture of both process and
material flows and in doing so allows for the clear identification of the value-
added steps and the non-value added wastages which can occur in any product
group's value stream.

The following Are the steps Of Value Stream Mapping.

•Current State Value Stream Map

•Visual Space Analysis

•Material Flow Analysis

•Future State Value Stream Map

•Kaizen Newspaper
 Measurement system analysis (MSA) uses
scientific tools to determine the amount of total
variation is from the measurement system. An
objective method to assess the validity of a
measurement system and minimize these factors
that could excessively contribute to the variation in
the data.
CMC Software Of Each Department

Customer Feedback Over

Department Wise Consolidation Of Log & Data Available Different Department

Daily Level Of Six Sigma (5.6)

Weekly Level Of Six Sigma (4.3)

Monthly Level Of Six Sigma (3.7)

Yearly Final Sigma level Of Organisation (3.8)

Performance Award For AET :Dabawala Trophy

•Standard Deviation

E= Sum

X = Observed Value

X(Bar) = Arithmetic Mean

 GOLDEN PEACOCK AWARD 2010

NATIONAL TOURISM AWARD 2004-05

BEST LUXURY HOTEL OF THE YEAR 2002

PETA Gold Award In April 2005
International Golden Fork Award
ITC Welcomegroup –“Superbrand” voted as one
amongst the 101 strongest brands in India. 
Bukhara best restaurant in Asia and the finest Indian
restaurant in the world
•Currently At 3.8 Sigma Level, Phase 3

•Target To Achieve Lean Six Sigma

•To Implement TPM (Total Productivity Management)

•To Have All Hotel To Be Energy Efficient & ISO Certified

•To Have 100% Customer Retention

•To Be The Most Admire Hotel In World