Six Sigma for Pizza
Hong Kong Baptist University
Professional Diploma in Quality Management Six Sigma and Quality Tools Group Assignment Report of
Six Sigma Project
For
Yum Yum Pizza Group
Group Members:
CHIU Chi Cheong, Ricky CHOI Kam Tong, Danny CHUNG King, Carmen FONG Luk Chi, Brian LEE Lai Fun, Fanny Wong Ming Chung, Victor
DQM03I2-004 DQM03I3-004 DQM03I3-021 DQM03I3-008 DQM03I3-022 DQM03I3-018
Report of SiX Sigma Project, Yum Yum Pizza Group
Page 1 of 23
Contents
1. Introduction 2. Define Phase 3. Measure Phase 4. Analysis Phase 5. Improve Phase 6. Control Phase 7. Conclusion
Report of SiX Sigma Project, Yum Yum Pizza Group
Page 2 of 23
Introduction Yum Yum Pizza group comprises of 10 pizza shops scattering in different areas in Hong Kong Island, Kowloon and New Territory as shown on the map below. Staff in each shop are basically organized with order receptionist, baker and delivery worker. On top of these 10 pizza shops, the leadership and management works are responsible by a management team. The core business is to produce pizza of various styles and deliver to their customers according to address of the order by phone. Of course, there are also self-pick up pizza available to the customers. However, this is merely involved about 10% of the overall business. Pizza Group Shops Location
P P P
P
P P P P P
P
P : Shop Location
Starting from early 2003, there were occasional customer feedbacks and complaints which were mainly involved unpunctual delivery of pizza. Since 90% of the business required our pizza delivery, the management began to pay attention on these feedbacks. During the half year review in June 2003, it was discovered about 3% loss of customers and about 5% drop in pizza sales in the same period. We immediately communicated the finding with the Management. Subsequently, a project team was set up to investigate the causes and seek for improvement on the situation. After the first
Report of SiX Sigma Project,
Professional Diploma in Quality Management Six Sigma and Quality Tools Group Assignment Report of
Six Sigma Project
For
Yum Yum Pizza Group
Group Members:
CHIU Chi Cheong, Ricky CHOI Kam Tong, Danny CHUNG King, Carmen FONG Luk Chi, Brian LEE Lai Fun, Fanny Wong Ming Chung, Victor
DQM03I2-004 DQM03I3-004 DQM03I3-021 DQM03I3-008 DQM03I3-022 DQM03I3-018
Report of SiX Sigma Project, Yum Yum Pizza Group
Page 1 of 23
Contents
1. Introduction 2. Define Phase 3. Measure Phase 4. Analysis Phase 5. Improve Phase 6. Control Phase 7. Conclusion
Report of SiX Sigma Project, Yum Yum Pizza Group
Page 2 of 23
Introduction Yum Yum Pizza group comprises of 10 pizza shops scattering in different areas in Hong Kong Island, Kowloon and New Territory as shown on the map below. Staff in each shop are basically organized with order receptionist, baker and delivery worker. On top of these 10 pizza shops, the leadership and management works are responsible by a management team. The core business is to produce pizza of various styles and deliver to their customers according to address of the order by phone. Of course, there are also self-pick up pizza available to the customers. However, this is merely involved about 10% of the overall business. Pizza Group Shops Location
P P P
P
P P P P P
P
P : Shop Location
Starting from early 2003, there were occasional customer feedbacks and complaints which were mainly involved unpunctual delivery of pizza. Since 90% of the business required our pizza delivery, the management began to pay attention on these feedbacks. During the half year review in June 2003, it was discovered about 3% loss of customers and about 5% drop in pizza sales in the same period. We immediately communicated the finding with the Management. Subsequently, a project team was set up to investigate the causes and seek for improvement on the situation. After the first
Report of SiX Sigma Project,