Six Sigma in the hotel industry

Here is an example of successfully project using Six Sigma used to improve activity in hotels. Project name is “Increase customer satisfaction”. The Define was studied process (process map), was established the team to work on this project and have listened to the voice of customers, VOC. The key indicator which give the performance of the process was choose “Customer satisfaction” noted with Cs.
A questionnaire with 10 questions was used and data were collected for 2 months (Measurement). Variables collected were: the waiting time in reception until receiving room, the type of breakfast (Swedish or simple), the cleanliness of the rooms, Wi-Fi, transportation from airport to hotel, air conditioning in rooms, safe in rooms, parking, etc. Identification of factors which influence cash flow was done by Ishikawa diagram.