Chaplin School of Hospitality and Tourism Management Internship Lean 6σ Process Improvement Project Improving the Speed, Accuracy, Reliability, Cost Effectiveness and Flow of the Jumbo Buffet process. Jumbo Buffet is founded by a Chinese family at the beginning of twenty-first Century, which means that it has a long history for nearly 20 years. Jumbo Buffet is an all-you- can-eat buffet which provides a variety of American-Chinese foods with one reasonable and affordable price. With time goes on, there are not only a majority of regular customers who come frequently, but also a series of problems emerge, such as lack of innovation and creativity, aging of facilities, competition from other buffets nearby. I will analyze the Jumbo Buffet in this 10 weeks during my advanced internship, which includes food and service quality, customer satisfaction about environment, aging of facilities and put up with my suggestions for increasing the revenue through data based analysis and evidence based decision making. Executive Sum- Table of Contents Message from the Professor 3 ................................................................................ About Lean 6σ 3 .............................................................................................. Criteria for the Project 3 ................................................................................... 1. Project Charter and Financial Estimate 1 .......................................................... 1.2 Current State Process Map 2 .......................................................................... Measure 3 ....................................................................................................... 2.1 Data Collection Plan 3 ................................................................................. 2.2 Collection Results 4 ..................................................................................... Analyze 5 ........................................................................................................ 3.1 Voice of the Customer 5 ............................................................................... 3.2 Voice of the Business 6 ................................................................................. 3.3 Voice of the Employee (WIFM) 7 ...................................................................... 3.4 Waste Analysis – DOWNTIME 9 ......................................................................... 4.1 Addressing gaps in VOC needs 10 ..................................................................... 2. Addressing gaps VOB needs 10 ..................................................................... 4.3 Addressing VOE concerns/ Alternate WIFM 11 ..................................................... 4. Reduction of Waste 12 ................................................................................. 4.5 Summary of Recommended Solution s 13 ....................... ...