实验室六西格玛管理_六西格玛是什么_酒店业六西格玛管理初探

  本文关键词：酒店业六西格玛管理初探，，由笔耕文化传播整理发布。

酒店业六西格玛管理初探

酒店业六西格玛管理初探

六西格玛管理理论自上个世纪80年代诞生以来造就了摩托罗拉和通用的神话,杰克韦尔奇的追求卓越也成为企业家们口头禅,但是究竟六西格玛是什么,六西格玛之路应该怎样走,人们却不甚了了。六西格玛管理理论一开始是在制造业取得了巨大的成功,到了上个世纪末六西格玛策略开始介入服务业领域。而六西格玛策略在酒店业的登录,是以喜达屋酒店管理集团2001年在全球其拥有和管理的酒店推行庞大的六西格玛计划为标志的。作为服务业代表的酒店业不可能照搬六西格玛在制造业的经验,那么应该如何利用六西格玛理论的巨大能量来建立自己的服务品牌追求卓越呢。目前六西格玛介入服务领域仅在一些大型制造企业的服务部门或是医院及金融产品公司,相对于酒店业来讲他们的企业性质更接近于制造业,其提供服务的流程相对而言呈刚性化,比较容易找到六西格玛改善的切入点,也更容易操作。但酒店这一特殊的服务业却不大适合照搬他们的经验,可以这样说,酒店服务提倡以人为本、个性化的服务,讲究灵活多变,讲究“意外惊喜”,而六西格玛质量改善的目标却是减少流程中的变化(意外)来减少缺陷,稳定和提高产品质量。但是我们知道,不管是服务性或生产性企业,都会有工作流程,六西格玛致力于优化工作流程。如果一个工作程序浪费许多我们的努力或是另一种工作程序产生许多次品,这两种工作程序都一样伤害到企业和它的顾客。酒店业可能比制造业更需要提高,因为制造业的工程师们从一开始就致力于优化他们的生产程序,而酒店业的领导者们却始终找不到衡量服务标准的确切尺度而只能在周而复始,简单重复的各种培训之中浪费时间和金钱。这意味着在酒店业中,谁能越快找到这个量化的标准,谁就能越快地提高自身的竞争力。本文以六西格玛管理法的特点作为切入点,详细论述了六西格玛管理法的特点,并将其与传统管理理论进行了比较以凸现六西格玛管理法在质量管理领域与众不同的优势。然后文章以喜达屋集团为例将六西格玛管理法与酒店业联系在了一起,呈现出酒店业的六西格玛管理的整体构架。继而,文章以一个典型的酒店业六西格玛改善项目为案例,对其项目的执行进行追

【Abstract】 The Theory of Six Sigma management was born in Motorola in 1980’s.GE is the best representative which come to the top by using Six Sigma Management.There are more and more companies following GE’s way to build up their perfect quailty.But nobody know it clearly about what is Six Sigma ,what is Six Sigma Management,and how to access Six Sigma way,ect. Six Sigma Management is famous for the enormous improvement of quality in Manufacturing which companies using Six Sigma Management initially.Then,Service Industry began to use this effective method to improve the service quality.The Starwood Corporation launch the Six Sigma Management in Hospitality Industry at 2001.It is the First company which launching the Six Sigma Management in Hotel.But hotel can not copy the method which has been convinced correctly in Manufacturing. Because Hospitality Industry is different with the Manufacturing. There is clearly product process in Manufacturing. It is easier to find the process defects in the clear process. But in Hospitality Industry, there is not clear service process. And more, the service process is flexible and floating. It is hard to find the process defects in the floating process. Especially, Individuation Service is popular now. But floating process is the main characteristic of Individuation Service .It seems that the Six Sigma Management do not fit for the Hospitality Industry. At the beginning time, The Six Sigma Management is just used in the service field in Manufacturing Industry, hospital and financial companies. Because its service (product) process is similar as the product process in Manufacturing Industry----clear and settled. It’s easy to find the improvement opportunities in its service process. But there are working processes in Hospitality also. And the Six Sigma Management focus on the working process and try to optimize the working process regardless that it is settled or not. So, to run Six Sigma Project in hotel is doable. But the most difficult thing is ----It’s hard to evaluate the service quality. The service quality could not be expressed by specific data but described by character intangibly. So it is where isthe shoe pinches .This article begin with the characteristics of Six Sigma Management. Then it analyzes the difference between the other quality theories and the Six Sigma Management. And then, the article set the Starwood Corp. as the model to introduce the status quo which Six Sigma Management was use in Hospitality Industry. Afterward, the author give a real case to study and draw conclusion about how to run Six Sigma Improve Project in hotel effectively and efficiently.

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  本文关键词：酒店业六西格玛管理初探，由笔耕文化传播整理发布。