Barriers and challenges in the application of Six Sigma in the hospitality industry

Jithendran Kokkranikal · Jiju Antony · Hasib Kosgi · Erwin Losekoot

29 citations0/0 files storedInternational Journal of Productivity and Performance Management

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Quality and Supply Management Management and Optimization Techniques Management Systems and Quality Improvement

Abstract

Purpose The purpose of this paper is to present some of the fundamental barriers and challenges in the use of Six Sigma as a business improvement methodology in the hospitality industry. Design/methodology/approach The approach taken was to collate data through observations made by the third author during the execution of the research project within the case study company as well as collating data from company story boards and interviewing relevant and appropriate staff members in the case study company. Findings The challenges of “data collection”, “defining projects” and “getting group consensus” can be considered to be somewhat very challenging in the context of hospitality industry. Research limitations/implications Due to limited time constraints, the number of people participated in the study was relatively small. Perhaps a simple survey questionnaire could also be distributed to a number of people at the top management level, middle management level and front‐line staff personnel in the case study company. Originality/value The paper provides an excellent resource for many researchers and practitioners equally who are engaged in research and applications of Six Sigma in the hospitality industry. Moreover there is a dearth of literature on the use of Six Sigma in the hospitality sector.

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References

1984Case Study Research: Design and Methods 2000Service Quality, Profitability, and the Economic Worth of Customers: What We Know and What We Need to Learn 1990Delivering Quality Service 2007Service Management and Marketing: Customer Management in Service Competition 2001Integrating SERVQUAL and Kano’s model into QFD for service excellence development 2006Towards an understanding of total service quality in hotels 2004Some pros and cons of six sigma: an academic perspective 1989Hospitality Marketing Management

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