Six Sigma Yellow Belt Training – PowerPoint Presentation

DISNEY – CANDACE

Six Sigma Quality Improvement Project

Who are Disney’s CustomersChildrenYoung AdultsParentsGrandparentsWhat are priorities for their customers

Identify customers and priorities

To Lead it’s industry in producing and providing entertainment and informationReduce wasteWatch their use of fuelInspiring ChildrenImproved labor conditions

Disney Business Objective

Offer customers personalized customer servicesProvide communicational training to employeesSpotless grounds with custodians continuously cleaning throughout the day. Walt Disney Company guest survey Employees are ready to listen to customers likes and dislikes

Customer Needs and Feedback

Safety: Practicing safe behaviors in everything. Taking action to always put safety first. Courtesy: Creating a positive image and energy. Being courteous and respectful to guests of all ages. Going above and beyond to exceed guest expectations.Show: Staying in character and performing our roles in the show. Ensuring that every area is show-ready at all times.Capacity: Performing our roles efficiently so guests get the most out of their visit. Using our time and resources wisely.

Productivity of the operation and quality of service (CHRIS)

The first CTQ for the customers of Walt Disney is sweet fantasy. Once the customers get the desired fantasy and fun, they feel great. This measures their satisfaction since they feel the content is good qualityThe second CTQ for these customers is happiness. They consider every aspect of happiness when accessing the content of Walt Disney. With increased happiness, the customers find everything thrilling and jovial. This is basis of measuring quality (Robidas, 2015)

Identify CTQs the customer considers to have most impact on quality.

• Determine the metrics to measure the process and how it is performing.

Execute the measure phase of the Six Sigma DMAIC project including the following:

Identify the key internal processes influencing CTQs and measure the defects currently generated relative to those processes. Process measurement typically takes three forms: 1. Quality – Measuring a process in relation to qualitative characteristics (reliability, appearance, color, weight, length, etc). Examples include: # of Breakdowns, # Service Requests by Product, # of Power Failures, % of Orders Rejected, # of Invoices Disputed, Write Offs as a % of Sales, etc. 2. Time – Measuring a process in relation to speed, response, turnaround, cycles, etc. Examples include Wait Time in Minutes, Round Trip Hours, Cycle Time, etc. 3. Productivity – Measuring a process in relation to actual outputs vs. what you desire in terms of outputs. Examples include % of orders shipped within 3 days, % of invoices entered within 24 hours, # of customers serviced, # of claims processed, % requests sent the same day, etc.

Execute the measure phase of the Six Sigma DMAIC project including the following:

Do one thing at a time: Design a plan, commit to it and work through it in stagesMaintain high motivation: it makes you want to continue with the improvementEnsure that any improvements are aimed at increasing the valueContinuous means ongoing, and that means it’s a journey that never ends

Determine how to maintain the improvements CHRISTOPHER

Monitoring process improvements is a team effort. Ensure that all team members are involved so you can capture all points of view.Establish areas of improvement within your current process. Review your current process step by step and highlight areas of improvement.Prioritize metric goals. Sort your improvement metric goals in order of importance to monitor. Focusing on specific improvements will ensure your changes are effective.Closely monitor daily

Determine how to monitor and control improvements CHRISTOPHER

EquipmentPeopleEnvironmentProcessMaterialManagement

Causes of Defects

Untrained workersImproper machine adjustmentUnstable process outputCommon causesSpecial causes

Key Variables Most Likely to Create Process Variation.

Create opportunities through organizational alliances and purchasesAdopt great leadersReinvent the Disney Brand

Identify necessary process steps. Candace

means to remove the causes of defects. Candace Confirm the key variables and quantify their effects on the critical-to-quality characteristics (CTQs). TatianaIdentify the maximum acceptance ranges of the key variables and a system for measuring deviations of the variables. OluwakemiModify the process to stay within an acceptable range. Oluwakemi

Execute the improve phase of the Six Sigma DMAIC project including the following:

• Put tools in place to ensure that the key variables remain within the maximum acceptance ranges under the modified process. Tatiana

Execute the control phase of the Six Sigma DMAIC project including the following:

The presentation has explained the customers and priorities of Walt Disney Company. The Six Sigma efforts have also been explained including productivity of operations and quality of servicesThe presentation has also touched on the CTQs of customers of this company and the measure phases of Six Sigma DMAIC project.

Conclusion

Disney’s Four Keys to a Great Guest Experience(n.d). Retrieved from http://worldclassbenchmarking.com/disneys-four-keys-to-a-great-guest-experience/Fast Company. (2015). The Messy Business of Reinventing Happiness. Retrieved from https://www.fastcompany.com/3044283/the-messy-business-of-reinventing-happinessGallo, C. (2011). Customer Service the Disney Way. Retrieved from https://www.forbes.com/sites/carminegallo/2011/04/14/customer-service-the-disney-way/#3d19d9f678f8Harvard Business Review. (2018). 3 Principles Disney Uses to Enhance Customer Experience. Retrieved from https://hbr.org/sponsored/2018/02/3-principles-disney-uses-to-enhance-customer-experienceHow To Maintain Continuous Improvement(2012). Retrieved from https://www.mtdtraining.com/blog/how-to-maintain-continuous-improvement.htmJacobs, F.R. & Chase, R.B. (2014). Operations and supply chain management (14th ed). New Your, NY: McGraw-Hill.

References

Karakus, M. (2017). How to Monitor Process Improvements. Retrieved from https://bizfluent.com/how-6514755-monitor-process-improvements.htmRobidas, D.J. (2015). Data Matters, Six Sigma. Retrieved from https://djrobidas.wordpress.com/2015/09/26/six-sigma/Six Sigma US. (2019). Lean Six Sigma Training Certification. Retrieved from https://www.6sigma.us/customer/the-walt-disney-coTHE WALT DISNEY COMPANY(). Retrieved from https://www.thewaltdisneycompany.com/about/Zephoria Digital Marketing. (2014). Disney Marketing Strategy – Insights From “The Happiest Place on Earth. Retrieved from https://zephoria.com/disney-marketing-strategy

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