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Quality Applicationsat The Masters

Chad Walters

ASQ Savannah River Section

May 20, 2014

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Agenda

• Introduction• Continuous improvement framework• Quality concept examples at The Masters

• Patron expectations of value• Success from properly applying quality• Failures from not applying quality

• Closing

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Introduction

• 8 years of Lean/Six Sigma/CI

• ASQ Participation– Six Sigma Black Belt– International Team

Excellence Awards– Influential Voices– Young Quality

Professionals– ASQ Quality Press

Manuscript Review

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Patron Expectations of Value

• Safety– A safe experience

• Quality– Ability to see as much

as possible• Views• Use of time

– Proper behavior from fellow patrons

– Beautiful, flawless grounds

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Patron Expectations of Value

• Delivery– Concessions

availability– Merchandise

availability– The best golfers in the

world

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Safety

• Security personnel• Security checks• Emergency response

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Quality

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Quality

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Quality

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Quality

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Quality

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Quality

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Delivery

• Concessions availability– Easily restocked items– Small quantities for

replenishing– Production as needed– Very little production in

advance

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Delivery

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Delivery

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Delivery

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Delivery

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Delivery

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Delivery

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Feedback loop

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Other quality elements

• Continuous flow• Pareto of patron data• Standardized work• 5S• Fishbone diagram• Broken processes

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Closing

• ASQ Quality in Athletics special interest group

• Any questions?