Any internal or external person/organization who receives the output (product or service) of the process; understanding the impact of the process on both internal and external customers is key to process management.
Process owners are exactly as the name sounds – they are the responsible individuals for a specific process. For instance, in the legal department there is usually one person in charge – maybe the VP of Legal – that’s the process owner. There may be a Director of Marketing at your property – that’s the process owner for marketing, and for the Check-in process, the process owner is typically the Front Office Manager.
For DMAIC projects, the team leader is usually the Black Belt. For Quick Hit and iDMAIC projects, it is typically the Sponsor or Process Owner. For large DMAIC projects with more than one BB or MBB, the Team leader is the main point of contact for the project.
An active member of a Six Sigma Project team (DMAIC or iDMAIC),heavily involved in the measurement, analysis and improvement of a process. To be effective, team memberships require a minimum of 10% time commitment to a phase of the project. He/she also helps fosters the Six Sigma culture within the organization by informing /educating fellow Associates about Six Sigma tools and processes.
Transfer Team Leader (Process Owner/Department Head)
A person selected by the GM and property SIXSIGMA Council to lead an iDMAIC project based primarily on proximity and decision-making authority relative to the process involved. This person has primary responsibility for implementing the project, leading the team, and interacting with others to gather information and understanding necessary to succeed. Often, the transfer team leader will be the department head or process owner of the process being improved with the best practice. The ability to lead the team and to anticipate clear barriers are important characteristics for a person in this role.
Transfer Team Member
Associates selected by the Transfer Team Leader and Six Sigma Council to serve on the iDMAIC project based on their knowledge of key aspects of the process, experience with the current process, enthusiasm for improvement, and ability to champion change. Other key factors in selecting transfer team members include time availability and representation from relevant functions. All members will be provided training on the skills and tools used in the transfer process.
This member of the executive committee is a strong advocate of the project and can assist with barriers that may come up. He or she is accountable for the project’s success and can therefore explain to Six Sigma Council members and everyone in the property the business rationale for the transfer project and assist with cross-functional collaboration efforts. He or she will remain up to date on key aspects of the project by regularly meeting with the team leader and members.
The project sponsor:
- Is a member of the Executive committee
- Is accountable for project success
- Addresses cross-functional or other barriers
- Reviews and tracks progress with team leader
- Advocates for necessary resources
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