Proceedings | Strategy and Innovation area | Year 2014
 

Organizational Innovation in Hotels: Case Study of Six Sigma Program at Starwood Hotels & Resorts Worldwide

by J. Sangkhapan; V. Sa-Ngar-Areekul; Prattana Punnakitikasem
  
  6th THAITIMA 2014 in Bangkok 5-6 June 2014

Abstract

Six Sigma is an internationally recognized approach that helps associates develop innovative, customer-focused solutions and quickly disseminate those innovations across the entire organization.The Six Sigma program at Starwood Hotels & Resorts Worldwide, Inc. is unique to the hospitality industry. Six Sigma has helped increase organization’s financial performance by improving the quality and consistency of the guests' experiences as well as those of their internal customers. It provides the framework and tools Starwood need to create and maintain superior standards at all properties while dramatically improving the bottom line. The Six Sigma organization reports to divisional leadership and is aligned with the division’s goals and priorities. Sigma candidates are tasked with achieving innovative process improvements in their area of responsibility through the Six Sigma, Lean and Kaizen methodologies. These improvements must result in measurable financial and/or customer loyalty gains.

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