A Case Study on the Implementation of Six Sigma Within Starwood Hotels and Resorts
GRIN Verlag, 2011 - 52 pages
Research Paper 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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5-P model akademische Texte Akpolat align analysis BRAND PORTFOLIO Brownell capacity for training change agents change implementation Change leader Change Management GRIN change process chapter chosen by SHR Chuan clear and shared COMMON HOTEL EBITDA FIGURE 1 COMMON FIGURE 2 KEY FIGURE 3 CHANGE FIGURE 4 PEOPLE’S Ford GRIN Verlag hospitality industry hospitality.net Hotels & Resorts Hotels and Resorts identification of necessary Implementation of Six IMPLEMENTATION STRATEGY increased guest satisfaction INNOVATION CHART KEY ROLES Kotter launch of Six milestones necessary implementation steps PEOPLE’S RETHINKING pressure for change quality management tool Resorts Change Management Resorts Executives Resorts Worldwide ROLES FOR CHANGE shared executive vision Shiau SHR choose SHR managed Sigma for SHR Sigma within Starwood Six Sigma launch Six Sigma specialists stakeholder Starwood Hotels Strebal successful change TABLE 1 IMPLEMENTATION targets of change throughout the whole training and development transformational change Type 1 benefit underline whole organization William Gemkow