發(fā)布時間：2016-07-27 01:11

  本文關(guān)鍵詞：酒店業(yè)六西格瑪管理初探，，由筆耕文化傳播整理發(fā)布。

酒店業(yè)六西格瑪管理初探

酒店業(yè)六西格瑪管理初探

六西格瑪管理理論自上個世紀(jì)80年代誕生以來造就了摩托羅拉和通用的神話,杰克韋爾奇的追求卓越也成為企業(yè)家們口頭禪,但是究竟六西格瑪是什么,六西格瑪之路應(yīng)該怎樣走,人們卻不甚了了。六西格瑪管理理論一開始是在制造業(yè)取得了巨大的成功,到了上個世紀(jì)末六西格瑪策略開始介入服務(wù)業(yè)領(lǐng)域。而六西格瑪策略在酒店業(yè)的登錄,是以喜達(dá)屋酒店管理集團2001年在全球其擁有和管理的酒店推行龐大的六西格瑪計劃為標(biāo)志的。作為服務(wù)業(yè)代表的酒店業(yè)不可能照搬六西格瑪在制造業(yè)的經(jīng)驗,那么應(yīng)該如何利用六西格瑪理論的巨大能量來建立自己的服務(wù)品牌追求卓越呢。目前六西格瑪介入服務(wù)領(lǐng)域僅在一些大型制造企業(yè)的服務(wù)部門或是醫(yī)院及金融產(chǎn)品公司,相對于酒店業(yè)來講他們的企業(yè)性質(zhì)更接近于制造業(yè),其提供服務(wù)的流程相對而言呈剛性化,比較容易找到六西格瑪改善的切入點,也更容易操作。但酒店這一特殊的服務(wù)業(yè)卻不大適合照搬他們的經(jīng)驗,可以這樣說,酒店服務(wù)提倡以人為本、個性化的服務(wù),講究靈活多變,講究“意外驚喜”,而六西格瑪質(zhì)量改善的目標(biāo)卻是減少流程中的變化(意外)來減少缺陷,穩(wěn)定和提高產(chǎn)品質(zhì)量。但是我們知道,不管是服務(wù)性或生產(chǎn)性企業(yè),都會有工作流程,六西格瑪致力于優(yōu)化工作流程。如果一個工作程序浪費許多我們的努力或是另一種工作程序產(chǎn)生許多次品,這兩種工作程序都一樣傷害到企業(yè)和它的顧客。酒店業(yè)可能比制造業(yè)更需要提高,因為制造業(yè)的工程師們從一開始就致力于優(yōu)化他們的生產(chǎn)程序,而酒店業(yè)的領(lǐng)導(dǎo)者們卻始終找不到衡量服務(wù)標(biāo)準(zhǔn)的確切尺度而只能在周而復(fù)始,簡單重復(fù)的各種培訓(xùn)之中浪費時間和金錢。這意味著在酒店業(yè)中,誰能越快找到這個量化的標(biāo)準(zhǔn),誰就能越快地提高自身的競爭力。本文以六西格瑪管理法的特點作為切入點,詳細(xì)論述了六西格瑪管理法的特點,并將其與傳統(tǒng)管理理論進行了比較以凸現(xiàn)六西格瑪管理法在質(zhì)量管理領(lǐng)域與眾不同的優(yōu)勢。然后文章以喜達(dá)屋集團為例將六西格瑪管理法與酒店業(yè)聯(lián)系在了一起,呈現(xiàn)出酒店業(yè)的六西格瑪管理的整體構(gòu)架。繼而,文章以一個典型的酒店業(yè)六西格瑪改善項目為案例,對其項目的執(zhí)行進行追

【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.

【關(guān)鍵詞】 六西格瑪管理； 流程管理； 流程缺陷； 流程改善；
【Key words】 Six Sigma Management； Process Management； Process Defects； Process Improvement；

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  本文關(guān)鍵詞：酒店業(yè)六西格瑪管理初探，由筆耕文化傳播整理發(fā)布。

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