HOSP 3005 Leading Service Excellence in the Hospitality Industry

Term Project Phase 1 DEFINE


This project is designed to allow you to complete the primary components of a quality improvement project.  Phase 1 is the “Define” phase of the Six Sigma DMAIC process.

In this phase, you will define the problem to be solved, describe the scope and timeline for the project. Please follow the instructions below, carefully.


  1. Business Case: The survey posted was given to housekeeping employees in an urban full-service hotel. Include answers to the following questions in 1-2 pages
    1. Describe the problem in a clear, concise statement. The problem statement answers the question “what pain is the organization experiencing that this project will correct.”
    2. What is the goal of the change?
    3. Why do the project now, and what are the consequences of NOT doing the project?
    4. How will a change impact customer?
    5. What are the expected financial benefits of the project?


  1. Project Scope (1 page) Describe the Project Scope by answering the following questions:
    1. What are the process boundaries? (Where does the process we are studying begin and end? For example, does it start at check-in, or at the time of the reservation, or even before that?)
    2. What resources are needed for the project?
    3. What are the potential obstacles for this project?


  1. Timeline: Create a timeline chart for the project (1page)
    1. Identify key tasks in the project.
    2. Estimate timelines for each task




Phase 2 Measure Phase:  (4 pages)

Survey Section

  1. A minimum of 12 closed ended questions will be used for our survey.  The topics will include relationships, support, information, and operations
  2. Include the Tally Sheet. This has been provided.
  3. Explanation of the measurement tool used (bar charts) and its benefits
  4. Retype each question with the number of responses and display in a bar chart for each question. Measurement tool – Bar Charts
  5. Develop 3 CTQ Trees and write a narrative to explain your conclusions.
  6. What tools did you use to help you decide?
  7. Explain the use of any other relevant tools (brainstorming, voting, root cause, Pareto) in your search for Critical to Quality (CTQ) components. Accompany each with a narrative.
  8. Decide on an appropriate tool to measure each CTQ.  Explain
  9. Process Flowchart: Create a Flowchart of one of the process you are recommending


Format by using the heading


Critical to Quality (CTQ) Trees

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