Menu
Log in

Lean Six Sigma for Tourism and Hospitality Industry

Jiju Antony, Lean Six Sigma Master Black Belt, Heriot-Watt University, Edinburgh, United Kingdom

Keywords: Lean Six Sigma, Hospitality Industry, Operational and Service Excellence

Industry: Hospitality

Level: Basic

ABSTRACT

Hospitality is an important economic activity in most countries around the world. Hospitality’s contribution to the world economy has grown for the fifth consecutive year and is expected to show even stronger growth in 2016. Last year, Hospitality not only outpaced the wider economy, but also grew faster than other significant industries such as financial and business services, retail and distribution, public services, and manufacturing. The direct contribution of Tourism and Hospitality to GDP in 2015 was USD 2451.1 bn. Moreover, the sector has generated over 107 million jobs in 2015 (3.6% of total employment). This primarily reflects the economic activity generated by industries such as hotels, travel agents, airlines and other passenger transportation services, the activities of the restaurant and leisure industries directly supported.

Identifying and meeting the specific expectations of customers and delivering high-quality service to customers in Hospitality industry are imperative for achieving and sustaining competitiveness. Implementing Lean Six Sigma in hospitality business will make processes efficient and effective which will lead to increased customer satisfaction, and improved product and service quality. It will also aid in the identification, reduction and elimination of process deficiencies which in turn will lead to better employee morale and satisfaction. Issues of intangibility, perishability, heterogeneity and simultaneity of production and consumption of the hospitality product makes delivery of hospitality services and processes extremely challenging compared to manufacturing processes.

Lean and Six Sigma are two popular and dominant process excellence methodologies widely adopted by a number of manufacturing and service organisations for achieving process efficiency and effectiveness, which results in superior customer service experience, superior product and service quality, enhanced business profitability, and sustainable competitive advantage3. Lean does not typically utilize statistical control and capability to improve operational processes. Six Sigma, on the other hand, can benefit from Lean thinking, particularly in the areas of elimination of waste and acceleration of process flow. For these reasons, practitioners of Lean and Six Sigma began merging the two approaches into Lean Six Sigma (LSS). Service industries such as hospitality can adopt business process improvement initiatives such as Lean Six Sigma to provide distinctive, authentic and higher value customer experiences and develop competitive advantages.

The key take-aways from the presentation include:      

  • Fundamental concepts of LSS in Hospitality industry
  • Challenges in the implementation of LSS in Hospitality Services
  • Benefits of implementing LSS in Hospitality sector
  • Examples of applications of LSS in Hospitality industry
  • Future of LSS in Hospitality sector


Call for Proposals

Proposal Submission Deadline:
October 11, 2019

Acceptance notification date:
November 11, 2019

Early Registration Deadline:
February 11, 2020

Please make sure to review and prepare the material needed before you start the on-line Proposal Submission Form. Click here to see Proposal Submission Guidelines.

Who May Submit: This online form may be used by a principal speaker, co-speaker, contact person, or a committee member submitting on behalf of a speaker.

Multiple Proposals: You may submit multiple proposals.

Conference Registration Fee:
The conference registration fee is waived for the principal speaker of accepted proposals. Speakers are responsible for their travel expenses and arrangements. Co-speakers will receive a 30% discount for the conference that they are presenting at.

Length of Presentations: Technical sessions are typically 35 minutes. There will be a limited number of "double" sessions, 70 minutes, at the end of each day.

You will need the following to submit a proposal

Proposal Title: Maximum 80 characters including spaces. 

Keywords:Please include three keywords with a maximum of 100 characters, including spaces. 

Industry Sector: Please select the most relevant Industry sector for the proposal from a list.

Abstract: The Abstract should be 1,500 to 5,000 characters (note that it is Characters, NOT words), including spaces.

Biography: The Biography must be 1,500 to 5,000 characters, including spaces.

Public Profile: LinkedIn or Public Profile for link for the Principal Speaker: 

Speaker's Photo (optional)

Sample Video (optional)

Government Organizations




Corporations

““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““
““
““ ““ ““ ““ ““ ““
““ ““
““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““ ““
““ ““ ““ ““ ““

© Copyright 2019 American Quality Institute. All Rights Reserved.

Log in