lean sigma presentation

1. Dimensions of Quality
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Gain from the Power of Lean Six Sigma – MOOC
By Nilakantasrinivasan
Assignment Submission of : Terence Gerard Jeremiah

2. Service Selected : Cafeteria Services.
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Quality is defined as – Performance / Customers expectations. Hence it is very important
to understand the expectations of your customer to ensure that we are providing Quality
services.
Customers Expectations are as follows:
•24/5 Cafeteria Services.
•Weekend Operations
•Options, Variety of food, Taste, Ambience, Seating, Steaming Hot Food.
•Other Infrastructure & Amenities.
•Branded Food.
•Other F & B Services.
•Cleanliness & Hygiene
•Health & Safety
•Value for Money & Value additions.
•Entertainment & Related activities.

3. Dimensions of Quality
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Features
Performance
- Introduction of over 12 Vendors offering various services
- Operating on 24/ 5 basis and on rotation basis during the
weekends.
- Ensuring Sufficient Manpower for cleaning and
maintaining Hygiene across the cafeteria.
- Sufficient Seating for over 5000 employees as a moving
crowd.
- Dedicated Washing area, High tech Kitchen infrastructure,
Fire Safety Equipment and Training for staff.
- Micro oven, Spoon Sterilizers, Drinking water,
Air-conditioning.
- Different types of Pure Veg, healthy Food’s, Multiple
cuisines such as Chinese, Momo's, Salads, Vending
- Game Room – Snooker, TT, Chess and Carroms
- ATM machine and shoe polishing machine.
- Collaborative Space to carry out meetings and Vendor
exhibition counter.

4. ConformanceDimensions of Quality
Reliability
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- Ensuring the staff wear on hats, Glove and medical tests.
- Kitchen, Washroom and Hand wash checklists as per
standards.
- Formation of Café committee to carry out surprise kitchen
Inspections. Rates negotiated by VMO and café committee.
-Monthly Food, Drinking water and Hand swaps tests carried
out by a external vendor.
-Man power trained to carry out cleaning on 24 hrs basis – eg:-
Red plates for Non veg and Green for Vegetarian..
- Helpdesk Team available on 24/7 basis to monitor the
operations of the cafeteria.
-Cafeteria vendors are subjected to an agreement.
-Penalties are levied for any default in services.
-Monthly meetings are conducted with the café committee and
feedback is collected to ensure that there are no deviations in
services and SLA’s.
-Daily reports are shared on the services.

5. Durability
Service
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Dimensions of Quality
- Agreements to ensure that vendors are bound to provided
service.
- Preventive Maintenance activity to carried out to ensure that
infrastructure is operational and does not impact
operations.
- Maintaining daily inventory of amenities such as spoons,
paper cups and game equipment to ensure there is no
impact on services
- Carry out regular feedback from Employees to ensure that
services are provided are meeting customer requirements.
- Café committee share feedback and the facilities team
ensure that all action items are closed as per time lines.
- Sampling activity, rate negotiations are carried out before
vendors are on boarded and expectations laid to ensure that
services are not impacted.
- Monthly review meetings with cafeteria vendor on delta’s
and improvements to ensure services are improved.

6. Experience
Aesthetics
Dimensions of Quality
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- Sunlight, Space, Air-conditioning, seating arrangements
clean hand wash, toiletries are available to ensure a one
stop shop for all requirements of employees.
- Amenities readily available at all times eg:- spoons etc.,
- Sports and news channels, show casing of events on large
giant screens and promotional activities by external vendors
- Branded Friday’s – Having vendors such as Pizza hut,
Dominos, Mumbai Kulfi and food festivals to ensure provide
a different taste and variety.
- The look and feel of the cafeteria has been designed to
ensure that employees have a refreshing and delightful
experience.
- The kitchen is towards the rear end of the the kiosks fitted
with the latest exhaust system.
- Indoor Plants, related Signage's, color full danglers and
comfortable lighting with good air-conditioning system is
available to add to the look and feel.
- LCD’s - Televisions, Projectors, Game Room, Exhibition
counter, collaborative rooms provides wholesome
experience.

7. Bon Apatite
Thank You
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