六西格玛管理方法在中国星级酒店行业的应用-研究

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1、tl，．’{●●r—ABSTRACTABSTRACT：StarredhotelsarefacedwithfiercecompetitionintheexpansionanddevelopmentprocessinChina．Thisarticleanalysesthecompetition(suchasneedforprofessionalmanagers，highstaffturnover,difficultyinservicequantificationandslowimplementationofstandardmanagementetc．)andpre

2、sentshigherrequirementsformanagementpatternsandsystems；Alsothefollowingaspectsareanalyzed：1．SixSigmamanagementfactorslikecustomerfocus，dataquantification，processandcauseanalysis，andteamworkappliedinthehotelindustry；2．Starredhotels·structureofqualitymanagementsystemandtheirqualitydef

3、ects(concerningbrandguarantee，customersatisfaction，foodhygieneandsecurityassurance)；3．Principles，fields，processesandexecutiontoolswhichshouldbepaidattentiontowhenhotelsorganizeSixSigmaprojects；ThearticlesummarizestheprosandconsandorderofprioritiesinSixSigmamanagementimplementationin

4、thehotelindustry。Differentfromthemanufacturingindustry,SixSigmamanagementinthehotelindustryhasitsownproblemssuchasrestrictionsbyartificialfactorsandprocessinstability．Forthespecificproblems，suggestionsaregiventohelpthehotelmaintainmemarketleadershipandmeanwhilepursuethesustainablede

5、velopmentgoalbymanagementoptimization．Theauthorparticipatedintwoprojects．OneisGreenHotel，andtheotherisEmployeeSatisfaction．Theformershowsthenewrequirementputforwardbythewholeindustrydevelopment．Thelatterisapressingissueconfrontinghotels．Bothhavetheirfocus．Forstarredhotelsexpansion，w

6、hichtakes3or5years，or10yearsatmost，acertainexpansionspeedshouldbekeptandatthesametime，servicequalityshouldbeguaranteed．Therefore，structuredSixSigmamanagementstrategyreallyneedstobepromotedforthat．KEYWORDS：SixSigma；hospitality；servicequalityCLASSN0o第4页，总65页北京交通大学专业硕士学位论文目录中文摘要⋯⋯⋯⋯⋯⋯⋯

7、⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯。3ABSTRACT⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯41．绪{仑⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯．．⋯．．．⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯71．11．1．11．1．21．1．31．21．3选题背景⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯．．7北京市星级酒店供应情况⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯．．北京市星级酒店市场需求情况⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯．．星级酒店推进六西格玛管理的迫切性⋯⋯⋯⋯⋯⋯⋯⋯

8、⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯⋯．1研究现状