Chuan, Tan Kay; Chakraborty, Ayon (ASQ) National University of Singapore; Queensland University of Technology
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In 2001, Starwood Hotels and Resorts became the first hospitality mega-chain to adopt Six Sigma to develop customer-focused solutions and improve global operations. Citing Six Sigma’s success at General Electric as an example of Six Sigma adaptability, Starwood designed its approach to reflect its focus on service quality and response to the voice of the customer. Since its initiation, Six Sigma has delivered more than $100 million to Starwood’s bottom line. Sidebar articles discuss Starwood’s Six Sigma journey and list specific Six Sigma projects.
Service sector; Customer focus; Voice of the customer (VOC); Organizational improvement initiatives; Six Sigma; Case study