qwertyuiopasdfghjklzxcvbnmqw ertyuiopasdfghjklzxcvbnmqwert yuiopasdfghjklzxcvbnmqwertyui Study on application of SIX SIGMA opasdfghjklzxcvbnmqwertyuiopa in organizations sdfghjklzxcvbnmqwertyuiopasdf PROJECT FOR MBA-OPERATIONS ghjklzxcvbnmqwertyuiopasdfghj klzxcvbnmqwertyuiopasdfghjklz

xcvbnmqwertyuiopasdfghjklzxcv bnmqwertyuiopasdfghjklzxcvbn mqwertyuiopasdfghjklzxcvbnmq wertyuiopasdfghjklzxcvbnmqwe rtyuiopasdfghjklzxcvbnmqwerty uiopasdfghjklzxcvbnmqwertyuio pasdfghjklzxcvbnmqwertyuiopas dfghjklzxcvbnmqwertyuiopasdfg hjklzxcvbnmqwertyuiopasdfghjk lzxcvbnmrtyuiopasdfghjklzxcvbn mqwertyuiopasdfghjklzxcvbnmq
[Pick the date] [Type the author name]

Chapter 1

INTRODUCTION

This chapter mainly discusses why authors have chosen Six Sigma for their report and what will be done in this field. The description is divided into four parts Motivation, Aims and Objectives, Research Questions, and Research

Methodology. And also, the outline of the entire paper is presented by the end of this chapter.

1.1 Motivation

In recent years, the hotel companies and organizations around the world are showing great interests in quality.

Six Sigma approach is a structured quantitative method which is invented by Motorola in 1986 for improving the product quality .Its aim is to enhance organizations performance by using statistical analytic techniques

After two decades of successful implementation in manufacturing, Six Sigma is approved as an effective methodology for improving quality. Nowadays, some researchers believe that Six Sigma can bring large benefits for hospitality companies Furthermore, hospitality companies have already started to implement Six Sigma approach . However, there are still some problems and misconceptions existed about the applicability of Six Sigma in hospitality companies. Our work can help to debunk the misconceptions about the applicability of Six Sigma in hospitality companies. And provide steps for hospitality companies to implement Six Sigma.

The scope of this report is demonstrated in which shows the relationship between Quality and Six Sigma.

1.2 Aims and Objectives

The main aim of this paper is to provide Steps for hospitality companies who want to implement Six Sigma for process improvement. To achieve that, following objectives shall be reached:

companies. y companies.

companies. -of-art of Six Sigma in hospitality.

companies. uture work for Six Sigma in hospitality companies.

1.3 Research Questions

To reach the goal of the thesis, the following research questions shall be answered.

turing? Are there any hurdles when we implement it to hospitality companies?

suitable for process improvement in hospitality companies?

-of-art for the implementation of Six Sigma in hospitality?

improvement?

1.4 Research Methodology

A mixed methodology will be used which include both qualitative and quantitative research. And this mixed methodology has been used for authors research. Both qualitative and quantitative research methodologies were used . In the qualitative research methodology part, a detailed and comprehensive literature study have been carried out.

The literature study consists of articles, books, web materials, discussion forms and others. The literature study is used to find out the characteristics of Six Sigma, the tools and techniques used in Six Sigma, and to analyze the suitability of these tools and techniques for process improvement in hospitality companies. A list of tools and techniques have been provided, which are helpful for Six Sigma implementation.

With the help of the literature study, the condition of Six Sigma in manufacturing has been identified. After completely understanding the usage of Six Sigma in

manufacturing, the research moved to follow research questions applicability of Six Sigma in hospitality and why hospitality companies choose Six Sigma for process improvement.

In order to answer these research questions, different views which provided by hospitality specialists have been discussed. Then authors analyzed the difference between manufacturing process and hospitality process. Once the differences are clear, we can easily find out the applicability of Six Sigma for hospitality.

In the quantitative research methodology part, two interviews have been conducted, one case study, and three case studies are reviewed. The first interviewee was one employee in a world-class manufacturing company. The company has over 5 years experience in implementing Six Sigma. And the interviewee currently is a Green Belt who have participated more than three Six Sigma projects. And the interview was conducted through phone. Before interview, authors have made enough preparations which include company background investigation, question list preparation, and some interview skill learning. To have a best communication, a quite environment and one backup phone have been prepared. Regarding question list, it was generated after Six Sigma approach studying and company background learning .

The motivation behind the interview was firstly to understand how Six Sigma is implemented in a manufacturing company. Secondly how Six Sigma improves a particular manufacturing process. And the employee has additional provided documents regarding to a real Six Sigma case study. The case study shows how a particular manufacturing process is improved using Six Sigma. The Second interview was in a company, where they have implemented Six Sigma for Hospitality.

The motivation behind the interview was firstly to understand how Six Sigma is implemented in Hospitality Company. Secondly how it improves particular hospitality processes. The interviewee was one employee in the company. He was working as a quality head. He had trainings in Six Sigma Green Belt and Black Belt. We have conducted the interview with the help of a questionnaire shown in Appendix D To have a farther research on Six Sigma approach, three case studies have been found from previous researchers work .

The motivation behind the case studies review is to find out the state-of-art for Six Sigma implementation. The companies which provided those cases came from three different fields hospitality, human resource and consultancy. That is good for our research.

By comparing their differences and similarities, author have gain very interesting and useful findings. Those findings were integrated with Six Sigma implementation model, and presented as the research final results for hospitality companies and researchers.

To validate the threats in authors research, a validation was conducted at last. Learning from , the validation was made up by four parts internal validity, construct validity, conclusion validity and external validity. With help of mixed research methodology and reasonable validation, authors research is believed to fulfill both correctness and authenticity requirements.

1.5 Outline

Chapter 2 briefly introduced the background of quality and hospitality quality, and described Six Sigma approach in detail. Chapter 3 described the tools and techniques that can be used in Six Sigma activities.

Chapter 4 analyzed the implementation of Six Sigma in manufacturing, and presented experiences from manufacturing companies. Chapter 5 firstly identified the differences between manufacturing and hospitality process, and then discussed the acceptance and motivation for applying Six Sigma in hospitality companies. Chapter 6 presented two interviews, a case study, and three case studies are reviewed.

The case studies reviews are related to the application of Six Sigma in different fields. Chapter 7 provided a method for helping hospitality companies to apply Six Sigma approach in their development process. Chapter 8 is on the discussion on the results, and about validity threats. The last chapter 9 presents research conclusion, research questions revisited, contributions, and talked about some further works for Six Sigma.