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Quality Applications at The Masters: Ensuring Excellence for Patrons

Explore the application of quality concepts at The Masters event to meet and exceed patron expectations for safety, delivery, and overall value. Learn from successes and failures of applying quality methodologies. Discover key elements such as continuous improvement, lean practices, and feedback loops. Join us to enhance your understanding of delivering exceptional experiences through quality.

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Quality Applications at The Masters: Ensuring Excellence for Patrons

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  1. Quality Applicationsat The Masters Chad Walters ASQ Savannah River Section May 20, 2014

  2. 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

  3. 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

  4. 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

  5. Patron Expectations of Value • Delivery • Concessions availability • Merchandise availability • The best golfers in the world

  6. Safety • Security personnel • Security checks • Emergency response

  7. Quality

  8. Quality

  9. Quality

  10. Quality

  11. Quality

  12. Quality

  13. Delivery • Concessions availability • Easily restocked items • Small quantities for replenishing • Production as needed • Very little production in advance

  14. Delivery

  15. Delivery

  16. Delivery

  17. Delivery

  18. Delivery

  19. Delivery

  20. Feedback loop

  21. Other quality elements • Continuous flow • Pareto of patron data • Standardized work • 5S • Fishbone diagram • Broken processes

  22. Closing • ASQ Quality in Athletics special interest group • Any questions?

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