A Case Study on the Implementation of Six Sigma within Starwood Hotels & Resorts: Change Management
Research Paper (postgraduate) from the year 2010 in the subject Business economics - Business Management, Corporate Governance, grade: A, University of Brighton (School of Service Management), course: International Hospitality Management, language: English, abstract: During the last years, quality and consistent service experience has become crucial factor in the hospitality industry; shareholders invest only in reliable products, customers become more demanding and evaluate the received services more critically and the employees drive for training and development. Continuously change and rethinking is required to keep track. The author will analyze the change strategies used by Starwood Hotels & Resorts to launch the quality management tool Six Sigma in order to reduce the amount of bad service encounters and align the organization into one direction. The 5-P model was chosen, as it gives a simple and logical approach to the purpose for change, priorities during the implementations, involved people, change process as well as the proof of the change outcome. The analysis shows, that the successful top – down transformational change approach by Starwood Hotels & Resorts Executives led to short – term financial benefits and increased guest satisfaction and employee motivation in the long run.
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2.1 PRESSURE 2.2 KEY ROLES 5-P model Accessed 14 March Advameg Akpolat analyze approach Armenakis Bloomberg Businessweek Brand portfolio Brownell change implementation Change leader Change Management change process CHAPTER chosen by SHR Chuan COMMON HOTEL Complexing the Swan CONCLUSION AND RECOMMENDATIONS Conservatives Party Cornell Hospitality Quarterly EBITDA FIGURE 1 COMMON FIGURE 2 KEY FIGURE 4 PEOPLE’S Ford hospitality industry hospitality.net Hotels & Resorts Hotels and Resorts IMPLEMENTATION STRATEGY increased guest satisfaction INNOVATION CHART Kotter launch of Six LEADING CHANGE milestones MODEL OF LEADING Online PEOPLE’S RETHINKING pressure for change quality management tool Resorts Executives Resorts Worldwide ROLES FOR CHANGE Senge Shiau SHR choose SHR managed Sigma for SHR SIGMA WITHIN STARWOOD Six Sigma launch Six Sigma specialists stakeholder Starwood Hotels Strebal Swan and Dolphin TABLE 1 IMPLEMENTATION throughout the whole training and development transformational change Type 1 benefit underline vision Walt Disney World whole organization www.GRIN.com