PROJECT : To better satisfy customers and make services more efficient

in our amusement park.

DOE(Design of Expreriments)

1. Objectives: improve waiting time, quality of service, cleanliness.

2. Selection of variables: the factors that can influence these indicators, such as the number
of staff, the distribution of attractions, opening hours.

3. Design the experiment: Plan experiments by simultaneously modifying these variables to

see how they affect the results. For example, testing different combinations of staff,
attractions, and opening hours.

4. Data Collection: Recording the results of each experience, including customer feedback,
wait times, satisfaction rates.

5. Data Analysis: Use statistical methods to analyze the data collected and identify the
factors most influential on customer satisfaction.

6. Make Outcome-Based Decisions: Use the insights gained to make informed decisions,
such as optimizing business hours, assigning staff, improving cleanliness, and more.

7. Track and adjust: Continue to collect data and adjust variables based on the results
obtained. This will continuously improve the guest experience at the amusement park.

By incorporating Lean and Six Sigma concepts into the solution, here's how it could be done:

1. Eliminate waste: Use Lean principles to identify and eliminate waste in the customer
service process, such as unnecessary wait times, unnecessary staff travel.

2. Process Analysis: Use Six Sigma tools to analyze customer service processes and identify
sources of variation and causes of customer satisfaction issues.

3. Performance Measurement and Analysis: Use Six Sigma metrics to measure and analyze
customer service performance, such as satisfaction rate, average request handling time, and
more.
4. Continuous Improvement: Use the principles of Lean and Six Sigma to set up a cycle of
continuous improvement in customer service, identifying opportunities for improvement,
implementing solutions, and evaluating results.

By combining the concepts of DOE, Lean, and Six Sigma, you can achieve a holistic
approach to improving customer satisfaction in the amusement park.

In addition to integrating the concepts of Lean and Six Sigma, we can take a customer-centric
approach. This means focusing on understanding customer needs and expectations, and
working to meet them effectively and proactively.

1. Collect feedback: Have mechanisms in place to collect customer feedback on a regular

basis, whether through surveys, ratings, or direct feedback. This will help us identify areas for
improvement and take corrective action.

2. Staff Training: Ensuring that our team is well-trained and has the necessary skills to
provide excellent customer service. This can include training on communication skills,
problem-solving, and conflict management.

3. Service personalization: Try to personalize the customer experience by offering services

tailored to individual needs. This can include special offers for loyal customers, personalized
recommendations, or even pleasant surprises for repeat customers.

4. Use of Technology: Explore opportunities to use technology to improve the efficiency and
quality of customer service. This can include chatbots to answer frequently asked questions,
tools for tracking customer issues, or customer relationship management platforms.