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K11023 rohan patel opc


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K11023 rohan patel opc

  1. 1. Submitted To: Mr. Bhupendra Gehlot Using Six Sigma at Starwood Hotels and Resorts Submitted By: Rohan Patel (k11023)
  2. 2. Table Of Contents  Introduction  What is Six Sigma?  Five Phases Of Six Sigma method  Six Sigma at Starwood  Conclusion
  3. 3. Introduction  During 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)
  4. 4. What is Six Sigma?  Six Sigma is a rigorous and disciplined methodology that uses data and statistical analysis to measure and improve a company’s operational performance by identifying and eliminate “defects” in manufacturing and service-related processes.
  5. 5. Five Phases Of Six Sigma method  Define  Measure  Analyze  Improve  Control
  6. 6. Six Sigma at Starwood  Since the program was launched in 2001, 150 employees have been trained as “black belts” and more than 2,700 as “green belts”  Net 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.
  7. 7. Conclusion  As 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.
  8. 8. Thank You