Case Study - Room for Improvement

Article

Chuan, Tan Kay; Chakraborty, Ayon   (ASQ)   National University of Singapore; Queensland University of Technology

Six Sigma Forum Magazine    Vol. 9    No. 1
QICID: 30770    November 2009    pp. 20-24

This article is available FREE to all readers.

Article Abstract

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.

Keywords

Service sector; Customer focus; Voice of the customer (VOC); Organizational improvement initiatives; Six Sigma; Case study

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