Submitted To:Mr. Bhupendra GehlotUsing Six Sigma at Starwood
Hotels and ResortsSubmitted By:Rohan Patel(k11023)
Table Of ContentsIntroductionWhat is Six Sigma?Five Phases Of
Six Sigma methodSix Sigma at StarwoodConclusion
IntroductionDuring the 1980s and 1990s, corporations rushed to
implement TQM pro-grams. It has been almost three decades since
this initiative got started, yet despite its popularity the TQM
movement has had many critics questioning whether it is a
legitimate management practice that offers tangible benefits for
organizations. Several studies have documented the economic and
financial contributions that the implementation of quality
improvement programs has had on companies (Hendricks & Singhal,
1997, 2001; Easton & Jarrell, 1998; Corbett, Montes Sancho,
& Kirsch, 2005)
What is Six Sigma?Six Sigma is a rigorous and disciplined
methodology that uses data and statistical analysis to measure and
improve a companys operational performance by identifying and
eliminate defects in manufacturing and service-related
processes.
Five Phases Of Six Sigma
methodDefineMeasureAnalyzeImproveControl
Six Sigma at StarwoodSince the program was launched in 2001, 150
employees have been trained as black belts and more than 2,700 as
green beltsNet income margin in 2006 of around 17%, higher then key
competitors Hilton and Marriott. Figure shows a sample fishbone
diagram that investigates the possible reasons for a hotel room
service order to be delivered late to a customer.
ConclusionAs a result of these benefits, Six Sigma may be
adopted by other hospitality service providers.Throughout the hotel
industry, quality improvement is considered the key ingredient to
success.This case study documents the application of Six Sigma
within Starwood, including an increased use of cross-functional
team approaches, effective use of expanded stakeholder
partnerships, and the adoption of objective techniques and
statistical testing to solve problems and improve the bottom
line.
