Six Sigma for Plan “B” Six Sigma for Plan “B” Rocky Mountain Quality Conference Denver, April 2006 Ed Powers EVP Operations Private Escapes, LLC. Fort Collins, Colorado 80525
Jan 21, 2015
Six Sigma for Plan “B”
Six Sigma for Plan “B”
Rocky Mountain Quality Conference
Denver, April 2006
Ed PowersEVP Operations
Private Escapes, LLC.Fort Collins, Colorado 80525
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Six Sigma for Plan “B”
Objective
Understand how to integrate problem resolution into your quality strategy through a framework for effective service recovery.
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Six Sigma for Plan “B”
What is a Service?
• …?
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Six Sigma for Plan “B”
What is Service Recovery?
• A customer experiences a failure in the delivery of service, complains about it, and a response occurs.
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Six Sigma for Plan “B”
Service Recovery Audit
• Does the leadership at your company accept that service failures are a reality?
• Does your leadership recognize the importance dealing with service failures effectively?
• Does your organization know when a customer experiences a service failure?
• Does your organization know what to do when certain types of service failures occur?
Source: Hoffman, Gonzalez, and Ingram, The Sales Recovery Audit: A Tool for Enhancing Buyer-Seller Relationships
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Six Sigma for Plan “B”
Service Recovery Audit
• Are front-line employees, supervisors, and senior managers formally trained on how to recover from service failures?
• Is your organization measuring and analyzing service failures?
• Does your organization measure customer satisfaction after a service recovery?
• Are results and learning from service recovery practices shared with employees for training and evaluation purposes?
Source: Hoffman, Gonzalez, and Ingram, The Sales Recovery Audit: A Tool for Enhancing Buyer-Seller Relationships
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Six Sigma for Plan “B”
• Average customer retention is 80-85%1
• Of the 4% of unhappy customers who complain2:– <40% will do business again if the complaint is NOT
resolved– 54-70% will do business again if the complaint is resolved– 95% will do business again if complaint is resolved quickly
• Customers who have had problems satisfactorily resolved tell 5 people2
1. Source: Wayland and Cole, “Turn Customer Service into Customer Profitability,” Management Review (July 1994)2. Source: Technical Assistance Research Program
Why is Service Recovery Important?
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Six Sigma for Plan “B”
• Plan A: Strategy for Ongoing Continuous Improvement
• Plan B: Strategy for Formal Service Recovery
Successful Service Recovery
Integrated Service Recovery and Quality Strategies
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Six Sigma for Plan “B”
Bottom Line Effects
• Profits derived from sales– Reducing defections by 5% can boost profits 25% to 85%
• Profits from reduced operation costs– It is 3 to 5 times cheaper to keep a customer than to recruit a
new one
• Profits from referrals
Source: Adapted from Frederick F. Reichheld and W. Earl Sasser, Jr., “Zero Defections: Quality Comes to Services,” Harvard Business Review, September-October 1990, pp. 106-107.
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Six Sigma for Plan “B”
A Look at Plan A
• How services are different• Where Six Sigma works and where it fails• Why Plan B is necessary
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Six Sigma for Plan “B”
Service Process Improvement Opportunities
• Cost of Poor Quality in service businesses run as high as 50% of budget
• Process performance is typically 1.3 to 3 sigma (yields of 50 to 90%)
• Less than 10% of total cycle time is value-added
Source: Pande, Neuman, and Cavanagh., The Six Sigma Way, McGraw-Hill, New York, 2000
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Six Sigma for Plan “B”
Differences Between Goods and Services
• Intangibility– Services lack physical substance
• Inseparability– The service provider, the customer, and other customers are
involved in delivery
• Heterogeneity– Limitations in controlling service quality before it reaches the
customer
• Perishability– Services cannot be inventoried
Source: Hoffman and Bateson., Essentials of Services Marketing, Second Edition, Harcourt College Publishers, 2002
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Six Sigma for Plan “B”
Six Sigma: DMAIC/LeanDefine Measure Analyze Improve Control
•Project Selection Tools•PIP Management Process•Value Stream Map•Financial Analysis•Project Charter•Multi-Generational Plan•Stakeholder Analysis•Communication Plan•SIPOC Map•High-Level Process Map•NVA Analysis•VOC/Kano•QFD•RACI/Quad Charts
•Operational Definitions•Data Collection Plan•Pareto Chart•Histogram•Box Plot•Statistical Sampling•Measurement System Analysis•Control Charts•Process Cycle Efficiency•Process Sizing•Process Capability Analysis
•Pareto Charts•C&E Matrix•Fishbone Diagrams•Brainstorming•Detailed “As Is”•Basic Statistical tools•Constraint Identification•Time Trap Analysis•NVA Analysis•Hypothesis Testing•Confidence Intervals•FMEA•Simple/Multiple Regression•ANOVA•Queuing Theory•Analytical Branch Sizing
•Brainstorming•Benchmarking•TPM•5S•Line Balancing•Process Flow Improvement•Replenishment Pull•Sales and Operations Planning•Setup Reduction•Generic Pull•Kaizen•Poka-Yoke•FMEA•Hypothesis Testing•Solution Selection Matrix•“To Be” Analysis•Piloting and Simulation
•Control Charts•SOPs•Training Plan•Communication Plan•Implementation Plan•Visual Process Control•Poka-Yoke•Process Control Plans•Project Commissioning•Project Replication•PDCA
Source: George, M., Lean Six Sigma for Service, McGraw-Hill, New York, 2003
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Six Sigma for Plan “B”
What Makes “Six Sigma Services” More Challenging
• Invisible work processes• Evolving workflows and procedures• Lack of facts and data• Lack of a “head start”
Source: Pande, Neuman, and Cavanagh., The Six Sigma Way, McGraw-Hill, New York, 2000
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Six Sigma for Plan “B”
SIPOC
Inputs OutputsProcessSuppliers Customers
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Six Sigma for Plan “B”
The Seven Quality Tools
Control Chart
Scattergram
Check Sheet
A
BC
Pareto Diagram
Histogram
Cause & Effect Diagram
Flow Chart
Source: Kaoru Ishikawa
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Six Sigma for Plan “B”
FMEA
Item/ Step
Failure Mode
Failure Effects
Severity Causes Occur-rence
Current Controls
Detection RPN Action
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Six Sigma for Plan “B”
Where Six Sigma Falls Short
Assuming process improvement can fix anything and everything when it comes to services!
• Customer interaction factors• Human service delivery factors• Third-party factors• Acts of God
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Six Sigma for Plan “B”
Failure IdentificationRecovery Strategy
SelectionRecovery
Implementation
Tracking, Monitoring& Evaluating Effectiveness
•Group 1 - failures relating to the core business
•Group 2 - failures relating to implicit/explicit customer requests
•Group 3 - failures relating to unprompted/ unsolicited employee actions
•Group 4 - failures relating to dealings with problematic customers
•Distributive Justice - recovery outcomes
•Procedural Justice - recovery process
•Interactional Justice - human element exhibited throughout recovery implementation
• Apologetic - front-line
- managerial • Compensatory - gratis - discounts - coupons - upgrades - ancillaries• Reimbursement - cash refunds - credit• Restoration - corrections - replacement - substitutions • Unresponsive - no response
• Tracking Failures - systematic identification of failures
• Monitoring Recovery Efforts - systematic review of employee recovery efforts
• Evaluate Recovery Effectiveness - organizational benefits - customer benefits - employee benefits
Feedback loop
A Framework for Service Recovery and Analysis
Source: Hoffman, Gonzalez, and Ingram, Integrating Failure Analysis and Recovery Efforts into the Relationship Selling Model: A Call for Action
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Six Sigma for Plan “B”
Failure IdentificationRecovery Strategy
SelectionRecovery
Implementation
Tracking, Monitoring& Evaluating Effectiveness
•Group 1 - failures relating to the core business
•Group 2 - failures relating to implicit/explicit customer requests
•Group 3 - failures relating to unprompted/ unsolicited employee actions
•Group 4 - failures relating to dealings with problematic customers
•Distributive Justice - recovery outcomes
•Procedural Justice - recovery process
•Interactional Justice - human element exhibited throughout recovery implementation
• Apologetic - front-line
- managerial • Compensatory - gratis - discounts - coupons - upgrades - ancillaries• Reimbursement - cash refunds - credit• Restoration - corrections - replacement - substitutions • Unresponsive - no response
• Tracking Failures - systematic identification of failures
• Monitoring Recovery Efforts - systematic review of employee recovery efforts
• Evaluate Recovery Effectiveness - organizational benefits - customer benefits - employee benefits
Feedback loop
A Framework for Service Recovery and Analysis
Source: Hoffman, Gonzalez, and Ingram, Integrating Failure Analysis and Recovery Efforts into the Relationship Selling Model: A Call for Action
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Six Sigma for Plan “B”
Failure Identification
Group 1 Failures—Core service failures• slow service• unavailable service• other core service failures
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Six Sigma for Plan “B”
Failure Identification
Group 2 Failures—Responses to implicit/explicit requests
• special needs• customer preferences• customer error• others
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Six Sigma for Plan “B”
Failure Identification
Group 3 Failures—Unprompted/unsolicited employee actions
• level of attention• unusual action• cultural norms• adverse conditions
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Six Sigma for Plan “B”
Failure Identification
Group 4 Failures—Problematic customers• abusive• uncooperative• blatant disregard for rules and decorum
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Six Sigma for Plan “B”
Example: Restaurant Industry
Failure Rate
Group 1: Core Service(food, slow service, facility problems, out-of-stock)
Group 2: Responses to Requests(food not cooked to order, seating preferences)
Group 3: Employee Interactions(attitudes, lost orders, mischarged amounts)
Source: Mary Jo Bitner, Bernard H. Booms, and Mary Stanfield Tetreault, “The Service Encounter: Diagnosing Favorable and Unfavorable Incidents,” Journal of Marketing (January 1990, pp. 71-84).
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Six Sigma for Plan “B”
Failure IdentificationRecovery Strategy
SelectionRecovery
Implementation
Tracking, Monitoring& Evaluating Effectiveness
•Group 1 - failures relating to the core business
•Group 2 - failures relating to implicit/explicit customer requests
•Group 3 - failures relating to unprompted/ unsolicited employee actions
•Group 4 - failures relating to dealings with problematic customers
•Distributive Justice - recovery outcomes
•Procedural Justice - recovery process
•Interactional Justice - human element exhibited throughout recovery implementation
• Apologetic - front-line
- managerial • Compensatory - gratis - discounts - coupons - upgrades - ancillaries• Reimbursement - cash refunds - credit• Restoration - corrections - replacement - substitutions • Unresponsive - no response
• Tracking Failures - systematic identification of failures
• Monitoring Recovery Efforts - systematic review of employee recovery efforts
• Evaluate Recovery Effectiveness - organizational benefits - customer benefits - employee benefits
Feedback loop
A Framework for Service Recovery and Analysis
Source: Hoffman, Gonzalez, and Ingram, Integrating Failure Analysis and Recovery Efforts into the Relationship Selling Model: A Call for Action
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Six Sigma for Plan “B”
• Apology• Urgent Reinstatement• Empathy• Symbolic Atonement• Follow-up
Source: Bell, C. R. and Zemke, R. (1987), “Service breakdown: the road to recovery”, Management Review, October, 32-35.
Effective Service Recovery
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Six Sigma for Plan “B”
Recovery Strategy Selection
• Apologetic– Front-line– Managerial
• Compensatory– Gratis– Discounts– Coupons– Upgrades– Ancillaries
• Reimbursement– Cash refunds– Credit
• Restoration– Corrections– Replacement– Substitutions
• Unresponsive– No response
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Six Sigma for Plan “B”
Failure IdentificationRecovery Strategy
SelectionRecovery
Implementation
Tracking, Monitoring& Evaluating Effectiveness
•Group 1 - failures relating to the core business
•Group 2 - failures relating to implicit/explicit customer requests
•Group 3 - failures relating to unprompted/ unsolicited employee actions
•Group 4 - failures relating to dealings with problematic customers
•Distributive Justice - recovery outcomes
•Procedural Justice - recovery process
•Interactional Justice - human element exhibited throughout recovery implementation
• Apologetic - front-line
- managerial • Compensatory - gratis - discounts - coupons - upgrades - ancillaries• Reimbursement - cash refunds - credit• Restoration - corrections - replacement - substitutions • Unresponsive - no response
• Tracking Failures - systematic identification of failures
• Monitoring Recovery Efforts - systematic review of employee recovery efforts
• Evaluate Recovery Effectiveness - organizational benefits - customer benefits - employee benefits
Feedback loop
A Framework for Service Recovery and Analysis
Source: Hoffman, Gonzalez, and Ingram, Integrating Failure Analysis and Recovery Efforts into the Relationship Selling Model: A Call for Action
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Six Sigma for Plan “B”
Recovery Implementation
• Distributive Justice– Recovery outcomes
• Procedural Justice– Recovery process
• Interactional Justice– Human element exhibited throughout recovery
implementation
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Six Sigma for Plan “B”
Failure IdentificationRecovery Strategy
SelectionRecovery
Implementation
Tracking, Monitoring& Evaluating Effectiveness
•Group 1 - failures relating to the core business
•Group 2 - failures relating to implicit/explicit customer requests
•Group 3 - failures relating to unprompted/ unsolicited employee actions
•Group 4 - failures relating to dealings with problematic customers
•Distributive Justice - recovery outcomes
•Procedural Justice - recovery process
•Interactional Justice - human element exhibited throughout recovery implementation
• Apologetic - front-line
- managerial • Compensatory - gratis - discounts - coupons - upgrades - ancillaries• Reimbursement - cash refunds - credit• Restoration - corrections - replacement - substitutions • Unresponsive - no response
• Tracking Failures - systematic identification of failures
• Monitoring Recovery Efforts - systematic review of employee recovery efforts
• Evaluate Recovery Effectiveness - organizational benefits - customer benefits - employee benefits
Feedback loop
A Framework for Service Recovery and Analysis
Source: Hoffman, Gonzalez, and Ingram, Integrating Failure Analysis and Recovery Efforts into the Relationship Selling Model: A Call for Action
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Six Sigma for Plan “B”
Tracking, Monitoring & Evaluating Effectiveness
• Tracking Failures– Systematic identification of failures
• Monitoring Recovery Efforts– Systematic review of employee recovery efforts
• Evaluate Recovery Effectiveness– Organizational benefits– Customer benefits– Employee benefits
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Six Sigma for Plan “B”
Failure IdentificationRecovery Strategy
SelectionRecovery
Implementation
Tracking, Monitoring& Evaluating Effectiveness
•Group 1 - failures relating to the core business
•Group 2 - failures relating to implicit/explicit customer requests
•Group 3 - failures relating to unprompted/ unsolicited employee actions
•Group 4 - failures relating to dealings with problematic customers
•Distributive Justice - recovery outcomes
•Procedural Justice - recovery process
•Interactional Justice - human element exhibited throughout recovery implementation
• Apologetic - front-line
- managerial • Compensatory - gratis - discounts - coupons - upgrades - ancillaries• Reimbursement - cash refunds - credit• Restoration - corrections - replacement - substitutions • Unresponsive - no response
• Tracking Failures - systematic identification of failures
• Monitoring Recovery Efforts - systematic review of employee recovery efforts
• Evaluate Recovery Effectiveness - organizational benefits - customer benefits - employee benefits
Feedback loop
Getting Started with the Plan B Framework
Source: Hoffman, Gonzalez, and Ingram, Integrating Failure Analysis and Recovery Efforts into the Relationship Selling Model: A Call for Action
Six Sigma Toolkit
Strategy and Policy
Decisions
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Six Sigma for Plan “B”
About Private Escapes
• Founded 2003, in Fort Collins, Colorado• Private Destination Club:
– High-end clientele– Runs like a private country club– Properties in resort and city destinations– Low occupancy, high availability– Concierge services
• Business Model• http://www.private-escapes.com
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Six Sigma for Plan “B”
Private Escapes Quality Strategy
• Plan A:– In-Residence Satisfaction Survey– Annual Member Satisfaction Survey– Board of Advisors and Board of Managers– MBNQA-based management system
• Plan B:– Service Recovery
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Six Sigma for Plan “B”
• Definition: Local Host/Concierge or headquarters management must take immediate action to satisfy an upset Member or Guest
Service Recovery at Private Escapes
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Six Sigma for Plan “B”
Example Service Recovery Incidents
• Restricted access at resort facilities• Unexpected arrival by Member• Unable to get specific date and destination reserved• Variable discounts at resorts• Destination did not meet expectations• Property maintenance issues• Host/Concierge service did not meet expectations
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Six Sigma for Plan “B”
Foundations for Effective Service Recovery
• The right people– Background– Attentiveness to details– Personality
• The right direction– Policies– Training
• The right environment– Accountability and rewards– Management support– Learning
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Six Sigma for Plan “B”
MemberPrivate Escapes
Awareness
Investigation
Decision Making
Application
Orientation
Trip Planning
Travel
Arrival
Enjoyment
Departure
Travel
Billing Review
Cancellation
3.0 Member Acquisition
4.0 Member Services
3.1 Marketing Stimulus
3.2 Sales
4.1 New Member Orientation
4.2 Escape Planning
4.5 In-Residence Feedback Call
4.4 Check-in
4.6 Check-out
4.8 Billing
4.11 Redemption
4.3 Escape Preparation
4.7 Cleaning
4.9 Service Recovery
Property Visit
4.10 Maintenance
Private Escapes’ Member “Touch Points”
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Six Sigma for Plan “B” 4.9 Service Recovery
Process Notes:1. If you get voice mail, call 866-PACK-NOW instead.2. May be done by EVP Operations.
Employee/Host
EVP Operations
Express Anger over a Problem
Apologize and Empathize
Discuss Possible Alternatives and
Agree on Action Plan
Member Start
Discuss Situation, Possible Alternatives and Finalize Action
Plan
Contact EVP Operations
Immediately (1)A
Contact Member/Guest and
Describe Solution (2)
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Six Sigma for Plan “B” 4.9 Service Recovery
Process Notes:3. May also be done by EVP Operations. Contact EVP Operations within 24 hours to report
situation and resolution if he is not already involved.
Employee/Host
EVP Operations
Member
EndImplement SolutionA
Acceptable?
N
Y
Contact EVP Operations
Immediately
Contact Member/Guest and Negotiate Solution
Follow Up with Member/Guest (3)
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Six Sigma for Plan “B”
Private Escapes’ Service Recovery Strategies
• Apologetic– Front-line– Managerial
• Compensatory– Waive nightly fees– Upgrade to Platinum
Club home– Complimentary food or
activity
• No Reimbursement• Restoration
– Correction to problem– Substitutions
• NEVER Unresponsive
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Six Sigma for Plan “B”
Tracking Service Recovery
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Six Sigma for Plan “B”
2005 Service Recovery Causes
Airlines EscapePlanner
Reservations Other Property Local Host Real Est.Choice
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Six Sigma for Plan “B”
2005 Business Results
• Annual Member Satisfaction Survey – 96% Loyalty Index (Satisfaction, Advocacy, Retention)– 68% “Customer Advocates” (5 out of 5 ratings on all 3 areas)
• Escapes (Trip) Satisfaction– 4.76 out of 5.00– 75% “Top Box” quality
• 1.4% Redemption Rate
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Six Sigma for Plan “B”
Summary
• Six Sigma in services only takes you so far—you need to have an effective Plan B!
• Effective service recovery means:– Awareness and acceptance of service failures– A supportive management environment– A strategy to deal with specific situations and customers– Appropriate mechanisms to implement recovery– Learning and improvement
• Integration with Six Sigma is the ideal approach
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Six Sigma for Plan “B”
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Six Sigma for Plan “B”
Author Biographical Information: Ed Powers• EVP Operations and Co-Founder of Private Escapes, LLC• 19 years of experience in sales, marketing, quality
management, operations management, and consulting• Formerly with Hewlett-Packard, Sorcia, Center Partners• BSEE 1987 Illinois Institute of Technology• Six Sigma Black Belt, Baldrige Examiner, HP Quality Maturity
System Reviewer, ASQ Certified Quality Manager• Spoken at Rocky Mountain Quality Conference, American
Society for Quality, Colorado State University, and University of Chicago
• Published in AMA Marketing News, Call Center Solutions magazines