Question 2

Background - "DTF Restaurant" Hiring Process

DTF Restaurant (DTF for short) is a famous chain restaurant that offers high-quality dining

services in Singapore. DTF has a few branch stores located in different malls in Singapore.

Since the government eased most of the Covid-19 pandemic safe management measures in

May 2022, DTF was facing growing customer demand. However, its branch stores were facing

manpower shortages in daily operations. DTF is also planning to open more branches in

Singapore or even overseas. For restaurants, the employee turnover rate is often high. Thus,

DTF has to regularly hire staff in different positions to meet the growing demand and further

expansion requirement. Recently, many branch store managers complained that the Human

Resource (HR) department was not recruiting the staff fast enough to fill the vacant positions.

On 1 August 2023, DTF's HR Director - Jennifer Tan investigated the matter and appointed

you, who is trained in Lean Six Sigma methodology, to lead a Lean Six Sigma project to

improve the hiring process by reducing the average lead time taken to hire staff by at least 30%

in three months.

(a)

(b)

Discuss the VOC and define the CTQ (Project Y) for your Lean Six Sigma project.

Create a project charter before embarking your project.

Develop the SIPOC diagram for a typical hiring process which may not be necessarily

the same as the hiring process in the DTF restaurant. Examine three (3) factors that

could affect the lead time of the hiring process.