10 Phrases That Can Resolve Any Conflict - OPEN Forum :: American Express OPEN Forum

http://www.openforum.com/articles/10-phrases-that-can-resolve-any-conflict/

(Source: https://twitter.com/AMAnet/status/282626663680991232)


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Is Quality going out of fashion?

Playing with Google Trends, I thought I might find that current and past states of mentions would show plenty of activity for quality systems. I had thought with increase of web users that more and more people would be looking for guidance in Quality Systems.
Wrong!
The general trend was progressively downwards - only Lean, Lean Six Sigma and Agile showed growth but none of them matched the overall mentions of Six Sigma, ISO 2001, Kaizen and JIT.

Click here to see the search results

I think that this is really indicating that managing quality is not as popular a subject as it was in the middle of the last decade.
Much as expected those countries most interested in quality issues was almost always India and the East Asia, Antipodes  Brazil, Chile and North America - Europe was more patchy in its interest.

Contemporary management philosophies and tools

Contemporary management philosophies and tools
http://www.slideshare.net/AnthonyBajacan/contemporary-management-philosophies-and-tools

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An Infographic Look At Small Business Financial Fitness | Visual.ly

http://visual.ly/infographic-look-small-business-financial-fitness


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The Life and Death...of Six Sigma (and its Training) | 2012-11-02 | Quality Magazine

http://www.qualitymag.com/articles/90838-the-life-and-deathof-six-sigma-and-its-training


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For Hotels, Winning at the Reputation Management Game Means Taking a Team Approach. - Thursday, 14th June 2012 at 4Hoteliers

http://www.4hoteliers.com/4hots_fshw.php?mwi=6917&buffer_share=7ff3b&utm_source=buffer


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excellent-customer-service-infographic-littlebadger-stansberry-open-forum.png 630×3,051 pixels

https://c401345.ssl.cf1.rackcdn.com/wp-content/uploads/2012/10/excellent-customer-service-infographic-littlebadger-stansberry-open-forum.png


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Don't Diss The Paradigm Shift In Management: It's Happening! - Forbes

http://www.forbes.com/sites/stevedenning/2012/10/31/dont-diss-the-paradigm-shift-in-management/


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Don't Diss The Paradigm Shift In Management: It's Happening! - Forbes

http://www.forbes.com/sites/stevedenning/2012/10/31/dont-diss-the-paradigm-shift-in-management/


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InterContinental Hotels Group opens up properties to online guest reviews | Tnooz

http://www.tnooz.com/2012/10/27/news/intercontinental-hotels-group-opens-up-properties-to-online-guest-reviews/?utm_source=feedburner&utm_medium=feed&utm_campaign=Feed%3A+Tnooz+%28Tnooz%29


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Guidelines on when to quit from Dr R. Kanter

blogs.hbr.org/kanter/2012/10/12-guidelines-for-deciding-whe.html

Download the official Twitter app here

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Sentiment and Text Analytics Pay-As-You-Go Service | semantria.com

http://www.semantria.com/


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[Infographic] Consumers and Bad Customer Service in Ecommerce

http://www.brainsins.com/us/blog/infographic-consumers-and-bad-customer-service-in-ecommerce/1686


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SocialMediaForSocialGood_IG-92512.jpeg 600×4,843 pixels

http://onlinempa.unc.edu/wp-content/uploads/2012/09/SocialMediaForSocialGood_IG-92512.jpeg


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Peninsula target quality as USP for 2012/13

http://www.hotelnewsnow.com/mobile/articles.aspx?articleid=9055

Data is useless unless you Analyse it properly

blogs.hbr.org/cs/2012/09/data_is_useless_without_the_skills.html

Download the official Twitter app here

[Infographic] Consumers and Bad Customer Service in Ecommerce

http://www.brainsins.com/us/blog/infographic-consumers-and-bad-customer-service-in-ecommerce/1686

HotelNewsNow.com article re: data use

http://www.hotelnewsnow.com/mobile/articles.aspx?articleid=8995

8 wastes

Using Toyota's 8 Waste Control Methods in Your Business

Controlling waste is always a priority, but the term 'waste' covers much more than just throwing out food or overpouring spirits.

Toyota Motors built its world-class success by carefully watching and controlling every step of the manufacturing process, especially waste. It's very useful to apply the discipline of manufacturing to hospitality - we make things too! Follow Toyota's 8 different types of waste, and discover many new ways to cut costs and improve your bottom line. This is a great article for team discussion and improvement sessions.

1. Over-Production: creating more of a product than is needed. The enthusiastic bar staff over-prepare fruit garnishes for a busy night that doesn't eventuate. Salad trays are filled beyond what's needed and far more meat is carved than needed. Forecasting accurate sales of different products will help reduce this - most people are familiar with the idea of over-production.
2. Excessive Wait Time. When staff must wait to do their job, because of bottlenecks, shortages of equipment or lack of support. Eg staff wait for a manager to arrive so they can finish their shift. Insufficient glassware means drinks can't be served while glasses are being washed and cooled. A deep-fryer that's under-powered takes too long to cook the chips so meals are delayed. 
   See How Fast Is This Line Moving? Making Queues Move Faster

3. Transportation Waste - unnecessary movement of products and equipment. It can be surprising to watch staff who work in an inefficient workplace and don't do anything to improve it. They usually don't know there is a better way, or follow the routines of everyone else.

Carrying one box at a time from the store, instead of using a trolley to bring them all together. When the bar is not setup for efficient service, with drink garnishes a long way from where they're needed. What works: a barista who has everything at hand and can push product through quickly and efficiently - it's so good to watch!

4. Processing Waste - repeated action that adds no value to a product or service. Processing can be intentional or non-intentional. Intentional over-processing might be a barman creating a complex cocktail, far more than the customer wanted. Non-intentional over-processing is when an apprentice finely chops vegetables that will only be used for stock - no-one told him it's not necessary.

Question: Where do we put excessive free pouring with bar spirits? Is it processing waste, overproduction or … (ask your staff).

5. Inventory Waste - over-ordering that results in spoilage or theft. Just because the salesman offers you a bonus box of mineral water if you order 10, doesn't mean it's a good deal. Where will you store it? High-value items in abundance lose their value in the eyes of staff and may start to disappear - 'no-one will notice'. 
   See Overstocked? Eliminate these Expensive Kitchen & Bar Errors.

   Inventory waste is controlled by established proper 'par' or re-order levels, secure storage and careful forecasting. And don't forget that staff are usually in more trouble if they under-order (and run out) than if they over-order. Is there a 'security blanket' of excess stock in your store room??

6. Motion Waste - unnecessary movement that does not add value. New staff may take much longer to do a task than needed - why weren't they trained? Approvals must be obtained from management for standard ordering decisions. Are there too many steps needed to do the roster or payroll? Can essential forms be easily found on the computer?
7. Defect Waste - when a product or service must be redone to meet a standard. It could be human or equipment error. Not following a recipe means the mousses don't set - out they go! Failing to keep the oven in good condition means baked goods don't rise properly. Job interviewers don't ask for the right information, meaning unqualified people are appointed, and later on must be let go. 
   See Measuring Kitchen & Food Cost Performance.

8. Unused Employee Talent and Creativity - the waste that's often overlooked., and far too common, from a failure to listen. Toyota is famous for its rigorous involvement of staff in improving processes and reducing errors - why don't we do it too? Some managers don't want to listen, or think they know everything. Just because you're busy doesn't mean there's no room for improvement. An employee may notice an inefficient or unnecessary process, but when she mentions it to the manager, they are ignored.

   
   

Customer service

http://www.freakonomics.com/2011/11/02/customer-dis-service/

Infographic : Peer Perceptions: Guide to Maintaining Good Business Reputation on Facebook

Thought you might like this infographic:

Peer Perceptions: Guide to Maintaining Good Business Reputation on Facebook
http://blog.demandforce.com/2012/07/peer-perceptions-the-guide-to-maintaining-a-good-business-reputation-on-facebook/

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Waterfall Model

http://www.waterfall-model.com/

doi:10.1016/S0065-2458(03)62001-2

http://www.cs.umd.edu/~mvz/cmsc435-s09/pdf/agile-paper.pdf

Microsoft PowerPoint - Agile Tutorial Session.ppt [Read-Only]

http://www.ieee-dest.curtin.edu.au/2008/slides/Roy.pdf

scrum_handbook_2010-07-07.final

http://jeffsutherland.com/scrumhandbook.pdf

Top 30 UK Hotels on Twitter #Top30UKHotels | Marketing Times for the Hotel & Travel Industry from Net Affinity | Hotel Marketing News

http://www.marketingtimes.com/2012/08/top-30-twitter-30-08-1/

Six Sigma in Hotels discussion

Link to an interesting discussion on Six Sigma in a hotel setting.
http://forum.benchmarksixsigma.com/topic/884-six-sigma-in-a-hotel/page__pid__18675#entry18675

Six Sigma used in Printing Doscussions

Read this interesting discussion about the pains of publishing
http://forum.benchmarksixsigma.com/topic/551-six-sigma-in-printing/page__pid__5612#entry5612

Hospitality Benchmark suggests decline in customer satisfaction

See this link to the article
http://www.hotelnewsnow.com/mobile/Articles.aspx?articleid=8867

IFTTT

Using IFTTT to post to this blog

[Infographic] Consumers and Bad Customer Service in Ecommerce

http://www.brainsins.com/us/blog/infographic-consumers-and-bad-customer-service-in-ecommerce/1686

TripAdvisor - positive impact on UK tourism

http://mobile.bighospitality.co.uk/Business/TripAdvisor-boosts-UK-tourism-and-raises-industry-standards-finds-study

The Core of Customer Service – It May Not Be What You Think… | VIPdesk Blog

http://blog.vipdesk.com/2012/07/17/the-core-of-customer-service-it-may-not-be-what-you-think/

Mapping a different direction?

http://www.shmula.com/customer-journey-map-continuous-improvement/10494/

Hospitality benchmark names top brands for customer service

http://mobile.bighospitality.co.uk/Business/Hospitality-benchmark-names-top-brands-for-customer-service

Service at 87% of hospitality businesses not good enough to generate recommendations

http://mobile.bighospitality.co.uk/Trends-Reports/Service-at-87-of-hospitality-businesses-not-good-enough-to-generate-recommendations

The Hotel Inspector: Alex Polizzi interview

http://mobile.bighospitality.co.uk/People/Alex-Polizzi-Hoteliers-are-making-the-same-mistakes

Customer service hotels London 2012 Olympics

http://mobile.bighospitality.co.uk/Venues/Tourists-find-customer-service-at-London-s-hotels-below-average-in-run-up-to-London-2012-Olympics

Customer Experience Report Part 1.pdf

http://www.customerservicebenchmark.com/resources/Customer%20Experience%20Report%20Part%201.pdf

SWOT

http://www.shmula.com/swot-analysis-done-right/10547/

Some interesting article links

http://www.shmula.com/archives/

Define help

http://www.shmula.com/lean-six-sigma-elements-of-define/3231/

Project working

Great group

For: thehospitalitybiz.quality@blogger.com Great group Click the image or the following link to view your card and reply to David Wood. View card: www.paperlesspost.com/events/2050191-f4ca48b8/replies/44543802-f63de2dc Six Sigma project memories at Les Roches with some of my great MBA students Block this sender from your Paperless Mail Create and send your own custom cards at paperlesspost.com Add paperlesspost@paperlesspost.com to your address book to ensure that you'll receive all future Paperless Mail in your inbox. Paperless Post respects your privacy. To see how we treat your information, please review our Privacy Policy. © 2012 Paperless Post, 151 West 25th St, 9th Floor, New York, NY 10001

new doc

Please see the attachment generated by CamScanner Free

Survey of Experienced Six Sigma Professionals

http://app.sgizmo.com/reports/45875/852713/8APR7AHJVMEHHW5IMB6LY0H3DIG2E9/?ts=1317278298

Survey of Recently underwent Six Sigma Training

http://app.sgizmo.com/reports/45875/852741/KITQ7ZV1KEX6NH5OMJMWB5GUC824AK/?ts=1317278298

Survey of Six Sigma trained but limited experience in applying it

http://app.sgizmo.com/reports/45875/852739/HXEI78XIGS7AUWU6NKTZS6RM6AQDOH/?ts=1317278298

You have received a YouTube video!

http://www.youtube.com/watch?v=WUONI--KERs&sns=em

michelin-star-restaurants.jpg 375×1,732 pixels

http://content.thetrainline.com/buytickets/news/michelin-star-restaurants.jpg

Customer Experience Report Part 1.pdf

http://www.customerservicebenchmark.com/resources/Customer%20Experience%20Report%20Part%201.pdf

Customer Service Benchmarking

http://www.customerservicebenchmark.com/client-confidential.php

8 wastes

http://www.profitablehospitality.com/public/Using-Toyotas-8-Waste-Control-Methods-in-Your-Business.cfm

Lean start up

http://theleanstartup.com/principles

Lean strengthens teams

http://blogs.hbr.org/cs/2012/05/the_biggest_lie_in_corporate_a.html?awid=7098988778234154266-3271

Fwd: Watch "What is Six Sigma? - FUN VERSION" on YouTube

Begin forwarded message:

From: David Wood <david.wood@gmx.co.uk>
Date: 10 May 2012 08:06:06 GMT+01:00
To: Dvw@gmx.co.uk
Subject: Watch "What is Six Sigma? - FUN VERSION" on YouTube

http://www.youtube.com/watch?v=H4vZN-cMJyY&feature=youtube_gdata_player

Course syllabus

[SimpleMind] Six Sigma Mind Map

Six Sigma Mind Map

Sharing Vimeo Video

Please check out this video on vimeo http://vimeo.com/11747570

Sharing Vimeo Video

Please check out this video on vimeo http://vimeo.com/16867035

We&Co: Thank Different

Start thanking your favorite people at your favorite places! Download the We&Co App!

davidvwood / Refined model

Six Sigma project starting base, simple overview. Let's not over complicate this amazing way of business
http://m.pinterest.com/pin/63331938480005805/

Too Much Information Can Lead To Less Productivity | Infographic

http://theultralinx.com/2012/02/information-lead-productivity-infographic.html

Infographic : Bad Service Blues

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Bad Service Blues
http://blog.getsatisfaction.com/2011/10/27/global-customer-service-statistics/

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Infographic : Customer Service in a Tight Economy

Thought you might like this infographic:

Customer Service in a Tight Economy
http://blog.getsatisfaction.com/2011/08/19/customer-service-tight-economy/?view=socialstudies

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Facets: Automatically Extracting Opinions from Reviews and Surveys | Lexalytics.com

http://www.lexalytics.com/lexablog/2012/facets-automatically-extracting-opinions-reviews-and-surveys?elq=417eaacd8c14467d9cf0616a78e51075

The English way with problems

Quickly identify what needs hiding

Data based decisions!

Why Is Customer Loyalty Important? [Infographic]

http://www.retailtouchpoints.com/datapoints-of-the-week/1494-why-is-customer-loyalty-important-infographic

problem-solving-402x1024.png 402×1,024 pixels

http://static.conversationmarketing.com/wp-content/uploads/2011/12/problem-solving-402x1024.png

Mashable - The Social Media Guide

http://mashable.com/2011/09/30/creative-problem-solving/

Lean Six Sigma: The DMAIC Framework

http://www.shmula.com/lean-six-sigma-the-dmaic-framework/2874/

How to Track Your Data for Six Sigma Use | SmartData Collective

http://smartdatacollective.com/knowwareman/43839/how-track-your-data-six-sigma-use

Infographic : Bad Service Blues

Thought you might like this infographic:

Bad Service Blues
http://blog.getsatisfaction.com/2011/10/27/global-customer-service-statistics/

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Measuring project outcomes

http://m.inc.com/?incid=41056

KPIs

http://www.cgma.org/magazine/features/pages/winning-kpis.aspx?cm_mmc=CGMANL-_-Mar1612-_-MostRead-_-WinningKPIs

LQA standards

http://www.visitvailvalley.com/upload/LQA_NEWSLETTER_vail.pdf

Poems - Six honest serving men

http://www.kipling.org.uk/poems_serving.htm

Harvard review - Demand the right data

http://blogs.hbr.org/cs/2012/03/demand_the_right_right_data.html

Working Six sigma Map

http://www.sixsigma-training.org.uk/wp-content/uploads/2012/02/download-DMAIC-methods-tools-map.pdf

Six Sigma tools map

http://www.sixsigma-training.org.uk/six-sigma-downloads-dmaic-tools-map-glossary/?wpmp_tp=0

How to use the 5 Whys in Root Cause Analysis

5 Whys

Cause and Effect?

Most effects can be identified through a VOC or VOiC.
Then the job starts to try and identify and quantify the causes.
A Fishbone diagram is a visual way to help a team find possible causes.
Data will find the vital few which cause the most Defects in a process.
Check List, Histogram, scatter gram, segmentation,process map and Pareto - your friend to find those vital few.

Don't Confuse Passion with Competence

Don't Confuse Passion with Competence http://smf.is/1FToMF (via @summify)

Minutes for a Formal Meeting - Download Template

http://www.biztree.com/Templates/Minutes-for-a-Formal-Meeting.html#.TzOHzEVEznU.mailto

Dealing with Difficult People,... (uxmatters.com)

Dealing with Difficult People, Teams, and Organizations: A UX Research Maturity Model
http://www.uxmatters.com/mt/archives/2012/02/dealing-with-difficult-people-teams-and-organizations-a-ux-research-maturity-model.php

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Control check list

Improve check list

Analyse check list

Measure check list

Define checklist

Charter

DOe for Dummies.pdf

Case Study 3 Minute check in Process Map

20120131102159833.pdf (application/pdf Object)

PDF of Check Lists for DMAIC

20120131104859806.pdf (application/pdf Object)

emergence-2011-future-of-quality-study.pdf

http://asq.org/asq.org/2011/09/global-quality/emergence-2011-future-of-quality-study.pdf

Six sigma compencies

Sentiment analysis from twitter - voc

http://www.tnooz.com/2011/09/16/how-to/how-to-combine-social-media-and-analytics-in-hotel-marketing/

The Joy of Stats - Gapminder.org

The Joy of Stats - Gapminder.org http://smf.is/1E4Vun (via @summify from @HansRosling)

Can Real-Time Social Analytics... (thecustomercollective.com)

Can Real-Time Social Analytics Provide Early Indications of Business Results
http://thecustomercollective.com/jennifer-roberts/73610/can-real-time-social-analytics-provide-early-indications-business-results

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Project Performance KPIs (pmhut.com)

Project Performance KPIs - PMO Effectiveness
http://www.pmhut.com/project-performance-kpis-pmo-effectiveness

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6 Positive Sales Behaviors You... (business2community.com)

6 Positive Sales Behaviors You Need to Display
http://www.business2community.com/strategy/6-positive-sales-behaviors-you-need-to-display-0116504

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