All Tools Fit Somewhere

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All Tools Fit Somewhere

• 1. Target an opportunity for improvement
• 2. Analyze the area targeted for improvement
• 3. Develop and implement improvements
• 4. Evaluate improvements
• Target?Analyze ?Implement ?Evaluate

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1. Target an opportunity for improvement
Target?Analyze ?Implement ?Evaluate

• Identifying improvement ideas
• Guest Feedback
• comment cards, surveys, interviews, focus groups
• Staff Feedback
• job satisfaction surveys, one-to-one interviews,
  focus group
• Manager
• (most) continuous-improvement tools

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1. Target an opportunity for improvement
Target?Analyze ?Implement ?Evaluate

• Write problem statement to
• specify areas for improvement
• prevent misunderstanding
• form the foundation for objective analysis

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1. Target an opportunity for improvement
Target?Analyze ?Implement ?Evaluate

• Selection Criteria for Selecting an Area for
  Improvement
• Importance to
• guests
• management
• staff
• Control over the improvement area
• Availability of resources
• Probability of timely success

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2. Steps in Analyzing an Area Targeted for
ImprovementTarget?Analyze ?Implement ?Evaluate

• Establish baseline measurements
• define the time period
• calculate your percentage of errors
• Analyze processes
• use of flow chart
• Identify potential causes
• brainstorming
• cause-and-effect diagrams

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2. Steps in Analyzing an Area Targeted for
ImprovementTarget?Analyze ?Implement ?Evaluate

• Determine the root cause(s)
• Why does this happen?
• Tool 5 whys technique
• 20 causes produce
• 80 of the problem

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3. Steps in Developing and Implementing
Improvements Target?Analyze ?Implement ?Evaluate

• Scientific Format Approach
• 1. Identify potential solutions
• 2. Select the best solution(s)
• 3. Conduct a trial test
• 4. Develop an action plan for implementation

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3. Steps in Developing and Implementing
ImprovementsTarget?Analyze ?Implement ?Evaluate

• Identify potential solutions
• brainstorming, flow chart
• Select the best solution
• Acceptance by
• management
• staff
• Cost effectiveness
• Timelines of implementation
• Practicality of implementation

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3. Steps in Developing and Implementing
Improvements Target?Analyze ?Implement ?Evaluate

• Conduct a trial test
• select a limited basis
• compare before and after
• solve the remaining issues
• Develop an action plan for implementation
• what, how, who, when

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4. Evaluate Improvements Target?Analyze
?Implement ?Evaluate

• Similar tools as in step 1, but more focused
• Compare against original (baseline) data
• Surveys
• Interviews

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Continuous-improvement Tools

• Flow charts
• Cause-and-effect diagrams
• Fact-finding planning sheets
• Check sheets
• Bar charts, pie charts, and line graphs

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FLOW CHART
Ovalterminal Arrowsdirection Rectangleactivity
Diamondsdecision
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CAUSE AND EFFECT DIAGRAM