Starwood Hotels and Resorts Case Study

Implementing Six Sigma programs takes considerable time and commitment from an organization. In your Operations Management: Processes and Supply Chains text, read the “Process Performance and Quality at Starwood Hotels and Resorts” case study on page 133. Then respond to the case study’s question 1 as your initial post for this discussion.

 QUESTIONS 

1. Implementing Six Sigma programs takes considerable time and commitment from an organization. In terms of top-down commitment, measurement systems to track progress, tough goal setting, education, communication, and customer priorities, evaluate the degree to which Starwood successfully addressed each with the redesign of the Sheraton Service Promise program.

 2. How might the new Sheraton Service Promise process help Starwood avoid the four costs of poor process performance and quality (prevention, appraisal, internal failure, and external failure)? 

3. Starwood is the first major hotel brand to commit to a dedicated Six Sigma program for improving quality. Why might an organization be reluctant to follow this type of formalized methodology? What other approaches could Starwood or its competitors use? 

Response Guidelines

Please respond to at least two learners. Your responses should be substantive and do at least one of the following:

  • Ask a probing question.
  • Offer a suggestion.
  • Elaborate on a particular point.
  • Provide an alternative opinion.

In your responses, reference the assigned readings and other theoretical, empirical, or professional literature as needed to support your views and writing