Room for improvement : hotel giant resorts to Six Sigma to improve operations

Tan, Kay Chuan & Chakraborty, Ayon (2009) Room for improvement : hotel giant resorts to Six Sigma to improve operations. Six Sigma Forum Magazine, 9(1), pp. 20-24.

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Six Sigma provides a framework for quality improvement and business excellence. Introduced in the 1980s in manufacturing, the concept of Six Sigma has gained popularity in service organizations. After initial success in healthcare and banking, Six Sigma has gradually gained traction in other types of service industries, including hotels and lodging. Starwood Hotels and Resorts was the first hospitality giant to embrace Six Sigma. In 2001, Starwood adopted the method to develop innovative, customer-focused solutions and to transfer these solutions throughout the global organization. To analyze Starwood's use of Six Sigma, the authors collected data from articles, interviews, presentations and speeches published in magazines, newspapers and Web sites. This provided details to corroborate information, and they also made inferences from these sources. Financial metrics can explain the success of Six Sigma in any organization. There was no shortage of examples of Starwood's success resulting from Six Sigma project metrics uncovered during the research.

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ID Code: 34306
Item Type: Journal Article
Refereed: Yes
Additional URLs:
Keywords: Six Sigma, Service Organisation, Critical Success Factors, Critical-to-Quality Characteristics, Key Performance Indicators
ISSN: 1539-4069
Subjects: Australian and New Zealand Standard Research Classification > COMMERCE MANAGEMENT TOURISM AND SERVICES (150000) > BUSINESS AND MANAGEMENT (150300) > Quality Management (150313)
Divisions: Past > QUT Faculties & Divisions > Faculty of Science and Technology
Copyright Owner: Copyright 2009 American Society for Quality
Deposited On: 02 Sep 2010 00:50
Last Modified: 10 Aug 2011 17:45

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