The Quest for Quality Improvement: Using Six Sigma at Starwood Hotels and Resorts

Pearlman, David M.; Chacko, Harsha E.

doi:10.1080/15256480.2012.640212

Cited by 12 publications

(34 citation statements)

References 10 publications

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“…However, scholars and specialists have posited that some principles could also be implemented successfully in the service sector [9,10]. The similarity between Six Sigma and this study is that Six Sigma focuses on the concept of employee teamwork.…”

Section: The Application Of Six Sigma Towards the Service Industrymentioning

confidence: 89%

“…The manufacturing sector uses Six Sigma primarily to improve product quality [8]. However, there are number of service organizations that have embraced the product improvement methodology [9]. Kivela and Kagi [10] stated that Six Sigma is a product improvement approach that is also well accepted by service oriented businesses.…”

Section: Literature Reviewmentioning

confidence: 99%

“…Although the methodology is designed specifically to improve productivity, the concept gained serious interest from service organizations as a method to improve the quality of services. This was due to the effectiveness of the methodology in improving products and services as well as work systems [9][10][11][12][13][14][15][16][17]. According to Pande et al [18], Six Sigma methods were derived from three basic fundamental tenets and they are: i) statistical measures on the process or product, ii) zero defects in employee performance, and iii) top management commitment.…”

Section: Literature Reviewmentioning

confidence: 99%

“…According to Breyfogle [21], the three most important tools for achieving zero defects are continuous improvement, Statistical Process Control (SPC) and teamwork. The implementation of Six Sigma was designed to produce high quality products and it has been reported that organizations that adopted Six Sigma in their work processes and organization system gained improvements in their business' performance [9,30].…”

Section: Literature Reviewmentioning

confidence: 99%

“…At present, the Six Sigma methodology is represented in all sectors [9,31]. Six Sigma has been proven to reduce process variation and defect rates in allcritical business processes [32].…”

Section: Literature Reviewmentioning

confidence: 99%

See 4 more Smart Citations

Six Sigma and the Malaysian Hotel Industry

Lahap¹,

Bahri²,

Johari³

et al. 2017

J Tourism Hospit

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Section: The Application Of Six Sigma Towards the Service Industrymentioning

confidence: 89%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

Section: Literature Reviewmentioning

confidence: 99%

“…At present, the Six Sigma methodology is represented in all sectors [9,31]. Six Sigma has been proven to reduce process variation and defect rates in allcritical business processes [32].…”

Section: Literature Reviewmentioning

confidence: 99%

See 3 more Smart Citations

Six Sigma and the Malaysian Hotel Industry

Lahap¹,

Bahri²,

Johari³

et al. 2017

J Tourism Hospit

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Waste reducing efforts in the kitchen area of the hotel industry using lean management (a case study of XYZ hotel in Bogor)

2022

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In the hotel kitchen, the production activities, from preparing raw materials to serving dishes, potentially produce waste. This research investigated the application of lean management in the kitchen area of the hotel industry and to find out its suitability and the possibility to optimize resources. Lean Assessment, Value Stream Mapping (VSM) preparation, and priority selection of lean tools with Analytical Hierarchy Process (AHP) were used as the methods. Results revealed that the lean assessment on the production aspect, namely the multi-skill worker and 5S, have been implemented. Based on the VSM, breakfast dish products are processed in semi-finished form during the day and then left for a particular time to be re-processed before breakfast time. There are three lean tools priorities calculated using AHP, (1) the application of a pull system both in production and at suppliers, (2) forming a Kaizen team, (3) visual management, and four criteria weighted by pairwise comparisons, (1) Implementation costs, (2) Implementation Time, (3) Relating to Hotel KPI, and (4) Sustainability of results. The final values of the total alternative priorities show that the highest weight values are Kaizen team (0.643), visual management (0.283), and implementation of Kanban (0.074), consecutively.

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How to apply Six Sigma to revenue management

Hunold

2013

J Revenue Pricing Manag

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This article illustrates a new process for examining revenue management effectiveness by investigating how Six Sigma is applicable to revenue management in the hospitality industry. Moreover, it aims to examine the difficulties of the implementation as well as how such an approach could influence the performance of an organisation. The literature on Six Sigma and revenue management was investigated to get an understanding of both management approaches. After reading critical literature about the effectiveness of revenue management the author developed a proposal via literature how Six Sigma could improve this approach. Six Sigma could eliminate root causes of defects within the revenue management process while screening the process in five different stages -Define, Measure, Analyse, Improve and Control. Applying Six Sigma to revenue management could help organisations to make right decisions about pricing and distributing services while maximising revenue and utilising capacity. However, it is questionable whether Six Sigma could reduce the defects to 3.4 out of 1 million opportunities, the actual goal of Six Sigma. Revenue management deals with a heterogeneous market demand and some difficulties may arise in predicting this demand 100 per cent correctly. Therefore, more research on revenue management goal setting as well as on applying Six Sigma to revenue management is needed. The article focuses on making a proposal for the improvement of revenue management processes by the investigation of the literature on Six Sigma and revenue management. This approach though, needs to be tested in practice to be certain that it is realisable to apply Six Sigma to revenue management. Although a large volume of both Six Sigma and revenue management is available, the question how Six Sigma can be applied to revenue management to improve the accuracy of revenue management processes still needs further research. This article aims to fill this gap by providing a proposal of the implementation. This insight could significantly improve net profits of any organisation dealing with revenue management.

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The Quest for Quality Improvement: Using Six Sigma at Starwood Hotels and Resorts

Cited by 12 publications

References 10 publications

Six Sigma and the Malaysian Hotel Industry

Six Sigma and the Malaysian Hotel Industry

Waste reducing efforts in the kitchen area of the hotel industry using lean management (a case study of XYZ hotel in Bogor)

How to apply Six Sigma to revenue management

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